Project

Houston Metro – Houston, TX

For Houston Metropolitan Transit Authority (Metro), comprehensive work was provided to support the implementation of the agency’s Q Smart Card System, representing one of the transit industry’s first agency-wide smart card rollouts. The project encompassed branding, marketing, sales, and public support for this groundbreaking fare payment technology. Work included developing collateral materials and conducting extensive field testing to ensure the system would work effectively for Houston’s diverse ridership. A customer service operation was established and managed that included a Help Desk serving both riders and the retail locations that sold the smart card, providing crucial support during the technology transition. Training programs were developed and delivered to Metro staff and retail partners on the use of revaluing equipment, ensuring that the entire sales network could effectively support customers.

Beyond the smart card implementation, additional services were provided including customer service and direct sales operations. The work demonstrated expertise in managing complex technology rollouts while maintaining focus on customer needs and ease of use. Unlike regional smart card systems like TAP, this represented a complete system implementation for the entire Houston region, requiring coordination across multiple service types and fare structures. The successful deployment helped establish best practices for smart card marketing and customer support that would later be applied to other transit agency technology initiatives across the country.

Services Provided

• Q Smart Card branding and identity development
• Smart card marketing campaign development
• Collateral materials design and production
• Field testing coordination and management
• Customer service operation establishment and management
• Help Desk operation for riders and retailers
• Retail network coordination
• Training program development and delivery
• Metro staff training on smart card systems
• Retail partner training on revaluing equipment
• Sales operation management
• Public education campaigns
• Technology rollout support
• Customer support systems implementation
• Fare policy marketing and communication