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CapMetro updates HMIS pass program, consolidates fare media and advances tap‑to‑pay testing
Summary
CapMetro staff reported progress consolidating fare media, integrating fare purchase with the transit/UMO app, expanding retail reload outlets, improving HMIS pass fidelity with provider MOUs, and making technical and data changes to reduce lost cards; tap‑to‑pay roll‑out is delayed for additional security and financial approvals.
CapMetro executives on Aug. 25 told the board the agency has made measurable progress on fare media consolidation, HMIS pass program fidelity and customer experience, while flagging remaining technical and operational work before a full tap‑to‑pay rollout.
Samantha Vaez, CapMetro’s executive vice president of Experience and Engagement, said customers can now purchase fares through a deep link in the transit/UMO app and that 60 H‑E‑B grocery stores now offer reload services for transit cards. The HMIS pass program — intended to provide fare media to people served by social‑service partners — has been restructured to improve fidelity to memorandums of understanding (MOUs) and to reduce misuse and loss of cards. Staff reported more than 10,000 active HMIS cards in use and a 77% month‑to‑month reduction in lost cards after system and process changes.
Brandy Mueller, director of affairs and revenue, and Vaez said the two‑year HMIS pass was shortened to one year after providers said more frequent touchpoints improved client outcomes and program integrity. Providers request card quantities based on client counts in the HMIS database; CapMetro activates cards only after providers register a one‑card‑to‑one‑person match in HMIS.
The board asked how providers receive cards and how clients get replacements if lost; staff said providers request cards as needed, must validate recipients in HMIS, and can request replacements after deactivating lost cards to prevent fraud. CapMetro also employs a social‑service coordinator who conducts outreach and quarterly trainings for partner agencies to maintain program fidelity.
On tap‑to‑pay, staff said the agency is pursuing secure financial approvals for devices and payment integrations. Tap payments will qualify for daily fare capping (stored for 24 hours) but full monthly fare capping remains tied to customers who use the full OOMO (UMO) app, which stores account data for longer periods. Because of financial‑security and regulatory work, staff declined to give a public timeline, saying they will conduct internal testing before announcing availability.
Advocates and board members praised progress but asked for clearer timelines and more training for new drivers on passenger sensitivity. Deborah Miller, an accessibility advocate, praised tablet upgrades and asked CapMetro to include occupational therapy in eligibility reviews for some mobility devices; staff acknowledged warranty/claims‑management issues affecting device parts and said they are working with partners to mitigate risks.
Next step: staff to continue provider training, finalize backend security approvals for tap‑to‑pay devices and share drafts of outreach materials with board members and providers before a public rollout.
