King County Metro Integrated Services Plan

King County Metro Transit faced a critical need to rethink its diverse portfolio of flexible (non-fixed route) services, including microtransit, paratransit, vanpool, and community-based programs, which had evolved independently over time. This resulted in a fragmented system with inconsistent goals, performance metrics, and customer experiences. At the same time, post-pandemic travel shifts, changing demographics, evolving land use patterns, and rising customer expectations were reshaping how people engage with transit. Advances in technology and data standards, coupled with upcoming contract expirations, created both urgency and opportunity for Metro to define a clearer vision, improve integration with fixed-route services, and establish a more consistent, cost-effective approach to service planning and delivery.

Method

Cityfi partnered with Metro to develop a comprehensive strategy to modernize its flexible services, including a systemwide assessment combining data analysis and stakeholder engagement to identify key challenges and opportunities. Cityfi aligned Metro around clear goals and performance measures, created a data-driven decision framework, and developed a seven-year vision for more integrated, customer-focused services. The work culminated in an actionable implementation plan addressing service design, technology, governance, and ongoing evaluation, refined through an iterative process to build internal support.

The project delivered a strategic roadmap and technical report that provides Metro with the tools to evaluate, manage, and evolve its flexible services more effectively. Key outputs included defined performance metrics, a standardized decision framework, a long-term system vision, and a prioritized implementation plan. These outcomes enable more consistent, transparent decision-making, improved service integration, and a stronger foundation for future investments.

Project Information

Client: King County Metro

Location: King County, WA

Project partners: Sam Schwartz, a TYLin Company