Nathaniel Minor/CPR News Jesse Balderrama, a security officer with Allied Security, an RTD contractor, hands a fare card back to passenger Afaf Al-Johani, a student at the University of Denver, on an RTD light rail train Wednesday, Jan. 15, 2019. When the Regional Transportation District’s CEO and general manager traveled to Denver last year, she found herself struggling to figure out how to use the system she’d been just hired to run. “I was trying to discern what the base fare was, and it was difficult for me to figure that out,” said Debra Johnson, a veteran of the public transit industry with nearly 30 years under her belt. “If I was having that difficulty, recognizing my acumen, what does that mean for our customers?”