LOS ANGELES – LA Metro Monday released a 76-page industry playbook designed to help transit agencies deliver world-class service during major sports and entertainment events.
Metro’s SetGo Program — a national workshop series conducted with the American Public Transportation Association — developed the playbook, which will guide transportation planning for the 2026 World Cup, 2028 Olympic and Paralympic Games, and the 2034 Winter Games. The agency bills it as a “living document” that will evolve as agencies test and refine approaches through future events.
The document also aims to assist elected officials and host committees in understanding best practices for large-scale event transportation.
“These major events give us an opportunity to showcase what our agencies can do when tested to our limits,” Metro CEO and the association’s Mega Events Task Force Co-Chair Stephanie Wiggins said in a statement.
“The SetGo Playbook isn’t just about the 2028 Games or the 2026 World Cup, it’s ensuring every event we serve, whether global, regional or local, strengthens our ability to deliver universal mobility and excellent service for attendees and everyday riders by advancing the latest approaches in wayfinding, safety and security, crowd management, and even `surprise and delight,”‘ Wiggins added.
The Special Event Transportation Guidance and Opportunities Playbook draws on lessons from global events including the 1996 Atlanta Olympics, the 2002 Games in Salt Lake and the 2012 Games in London, as well as the Formula One Grand Prix, major concert tours and conventions.
Key focus areas include:
— Purpose & Need: Aligning agency missions, advocacy, and coordination;
— Service Plan: Forecasting demand, improving speed and reliability, and ensuring first/last mile access;
— Safety & Emergency Management: Strengthening crowd control, security and emergency operations;
— Customer Experience: Enhancing accessibility, wayfinding, signage, and “surprise and delight” elements; and
— Agency-Wide Success: Budgeting, workforce readiness, technology and post-event reviews.
For each focus area, the playbook provides guiding questions that transit agencies can use to evaluate during planning, adjust strategies in real time during delivery and capture lessons in after-action reviews.
“The SetGo Playbook reflects the power of partnership across our industry,” American Public Transportation Association Chair Leanne Redden said in a statement.
“By pooling knowledge from agencies nationwide, we now have shared framework that ensures we’re not starting from scratch as the U.S. prepares for a decade of global events, freeing agencies to focus on delivering safe, reliable, and unforgettable customer experiences.”
According to Metro, WSP, a leading professional services firm, assisted with the development of the playbook.
To view the playbook click here.
