Life on the DC Metro RAC

Does Anyone Care About the Metro Budget?

2007-03-02T10:20:00.000-05:00

Last night we held the first installment of our budget workshops. The evening consisted of a Public Comment period, and a Budget 101 presentation.

We received great press announcing the meeting. We were in Dr. Gridlock, and Sprawl & Crawl, we also had other mentions in the Post, Express and Examiner. We showed up on the back page of the Express in the Metro Buzz, we had a press release go out, and we posted 100’s of posters and flyers. We also showed up in a number of Lists and Blogs.

The net result of this press coverage was three (3) public commenters, 1 observer, 2 press members, 5 RAC members, and 5 Metro Staff.

I believe that the public is not as concerned about the budget as they should be, based on the assurances they have received from the WMATA Board and the GM. We on the RAC have our doubts that there won’t be some form of fare increases and service cuts. Mr. Catoe is going to have a difficult time finding $64M to trim from his budget.

Salaries and benefits for Administrative and Management Staff is $252M. Will he recommend a 25% decrease in Staff?

The Advertising revenue is $35M. Will he recommend a 3-times increase in advertising on Buses, Trains and in Stations?

The operating subsidy from MD, DC, and VA is $500M. Will he insist that the taxpayers foot the bill by increasing the subsidy by 13%?

Metro HQ has 430,000 SF of prime real estate. Will he propose selling the property at $174/SF for $75M? Or will he rent it out at $35/SF for $15M. Where will he put the Administrative and Management Staff?

The RAC believes that our workshops as an independent effort involving public participation can generate alternative recommendations for use in FY08 and in future year budgets. This is your opportunity to generate innovative and creative ideas that will improve the quality of Metro services, expand peak capacity, increase the use of under utilized resources, and rationalize fares.

Three ideas that have already started to take form are:
increased non-fare revenue from sensible advertising and expanded ATMs;
improvements to the SmarTrip program to move away from cash; and
free or significantly reduced parking fees and/or reverse commute fares to encourage re-use of evening off-peak utilization of the rail system.

If Metro chooses to increase Advertising, what level is appropriate? Twice the billboards? Three times? Banners in every station? Increased bus adds? Only Electronic signage? Wait for an integrated communications system? How many Trains should be wrapped? How many Busses should be wrapped?

How many new ATMs should be installed? Should Metro sell naming rights to stations?

Should we open Metro to all cell phone companies? Wait for an integrated communications system, that would upgrade Metro to electric signage (LCD Panels) paid for by the cell phone company(ies)? Should enhanced phone service be free or paid for? Do we want wi-fi, and broadcasts?

Should we recommend a change to the food and drink policy? Should Metro generate revenue from kiosks in the stations selling magazines, souvenirs, food, coffee, donuts? Should we put a hotdog stand in the last car of each 8 car train?

What is a sensible SmarTrip policy? Should cards be free? Should the cost of not using them be increased to $2.00 per bus trip? Should transfers only be allowed using SmarTrip? Should new policies only be put in place once SmarTrip is available at CVS, Giant, Safeway, etc? Should add fares be at stores, Banks, elsewhere? Add fare on the Internet, tied to credit cards (like eazy-pass), on busses?

Should daily fares be capped? If so at $10, $12, $15? Should parking be free on entry after 4:30? 5:30? 2:30? Reduced to $1.00, $2.00?

Should bus fares be held as is? Should train fares be raised? Made more sensible? Include a congestion tax? Reduced fares for reverse commute? Capped daily? Changed to three tiers?

Should Metro go Green on all electrical needs? Invest in solar? Sell rights to install solar? Sell to the power grid? Wait for new technology tied to train inertia?

Should under performing bus routes be eliminated, reduced, and the vehicles re-assigned to support express bus, and over utilized routes? Should riders whose routes are eliminated be compensated? Offered metro access? Offer taxi chits? Should a taxi-like, on-demand service be established to cover late night service? It could be cheaper than running empty busses?

Should we aggressively endorse higher subsidy from jurisdictions? At what cost to tax payers? Schools? Highways? Public Health? Other Services?

What have we forgotten?

All these ideas need to be vetted and prioritized. They all have an impact on the budget and can raise revenue, decrease costs, or impact riders!

We welcome all Metro Customers as participants in the workshops during the next two Saturdays; or you may send your comments to RACcomments@wmata.com.

Sincerely,
I. Michael Snyder
Chair, Riders’ Advisory Council

Make Pedestrian Safety Your #1 Priority

2007-02-17T08:13:00.000-05:00

February 16. 2007

The tragic deaths of Martha Schoenborn and Sally McGhee on the evening of Wednesday, February 14, 2007, both who worked in the Chairman’s Office of the Federal Trade Commission (FTC) should be a wake-up call to Everyone who drives in the Washington Region, not just MetroBus operators and public transit officials. It definitely is a wake-up call to me in my capacity as Chair of the Metro Riders’ Advisory Council.

This could have been me!

As a former FTC employee for over 10 years, I had to cross Pennsylvania Avenue and Seventh Street on a daily basis to get to MetroRail Station, bus stops at the corner, Starbucks, Dutch Mill Deli, other lunch places, or FTC’s Annex Facility across the street. I can’t even count on two hands the number of incidents where I used my briefcase as a shield and slammed it on taxi cabs or personal vehicles as I navigated my way across these two streets. I witnessed just as many incidents involving friends and coworkers.

This is not strictly a Metro problem; it’s a DC problem, a Virginia problem, a Maryland problem, and a culture problem. I lived in California for 9 years, and the approach to pedestrian traffic is 180º from what you see in this region. In California, at least where I lived: Pedestrians Had the Right of Way. No matter what! When they were in cross walks, when they were in grocery store parking lots, and even when they were J-walking (illegally). In all cases, pedestrians had the right of way.

We need a strong and important cultural change by the people of the Washington Metropolitan Area and beyond. The idea of showing respect for pedestrians, to slow down just a little to look for pedestrians who may pop-up anywhere, and the recognition that I am in controlling this 4000 pound machine that is capable of killing an innocent person in the blink of an eye is critical.

This is a responsibility that EVERYONE must take to heart, and it is a responsibility that starts with YOU. When I moved to California, it took a few months to get used too, but eventually it became second nature. You have to drive defensively and you have to check the edge of a crosswalk. Because, it was the law and it was your duty to stop your car the second someone stepped into a crosswalk. It didn’t matter, if you and your vehicle could make it around the pedestrian. If someone is in the crosswalk, you MUST STOP.

I believe that the laws in DC, Maryland, and Virginia give pedestrians the right of way in crosswalks. However, enforcement is not at the same level as found in California. I have a ticket to show that I didn’t follow this law. Even though the pedestrian was two lanes away, I still got ticketed for not yielding to a pedestrian in a crosswalk. Maybe some of the responsibility starts with local law enforcement, but it also has to be an excepted norm in shopping malls, on residential streets without crosswalks, and throughout your travels across the region.

Metro has boosted their safety training process to require annual refreshers in transportation safety. However, for every MetroBus accident involving pedestrians, there are thousands of incidents that involve passenger cars. What are YOU going to do the next time you see a MetroBus stopped at a crosswalk? Proceed through! I hope not, because the bus may be stopped for a pedestrian who you couldn’t possibly see because they are blocked by the bus. As a pedestrian in this region, I’ve also seen instances where a very polite driver has stopped to allow me to cross a street, only to see someone in another lane or coming from the other direction, barrel on through. This is not right! This is not the law! This is not how fellow human beings should be treating each other. It’s time to slow down, be more aware of your surroundings, and give the pedestrian a break.

The next tragic death could be your child, parent, spouse, friend, or co-worker.

Of the top 65 initiatives that the RAC has put forth to Metro, 25% of them involve some aspect of safety and/or security. I’ve asked at both the January and February meetings of the WMATA Board, for Safety to be Metro’s #1 Priority. If you look at the list of initiatives developed over the course of last year, Pedestrian Safety is number one on the RAC’s list. I cancelled the RAC Subcommittee Meetings, the night of this tragic incident for the safety of RAC members, for the safety of riders that might want to comment at our meetings, and for the safety of Metro staff that support our efforts. I’ll continue to make Safety my #1 priority. I hope that all members of the driving community in the Washington Region make Pedestrian Safety they’re #1 priority.

As an aside, the tragic incident on Valentines Day is exacerbated by the lack of adequate lighting at the corner of Pennsylvania Avenue and Seventh Street. Most of the lights are situated as up-lights to emphasize the grandeur of Federal Buildings that line Pennsylvania Avenue, however there is limited lighting available to illuminate pedestrians in the streets at night. Safety along Pennsylvania Avenue, the most well known street in America should be someone’s #1 priority.

Sincerely,

I. Michael Snyder
Chair, Metro Riders' Advisory Council

rac@imsnyder.com

What would Metro’s customers on the RAC think of this idea?

Posting Suspended

2006-12-01T16:40:00.000-05:00

I've suspended postings to this Blog because of other commitments. I continue to serve as a member of the Metro Riders' Advisory Council. I encourage all to participate in our open meetings on the 2nd and 3rd Wednesday of every month.

I am more than happy to take your concerns and compliments to Metro. You may post comments and other information to this Blog and I will be very happy to respond.

Thank You,
I. Michael Snyder

Blue-Orange Line Team establishes customer service office

2006-03-08T17:09:00.000-05:00

Riders with questions, comments, suggestions or concerns on Metro's Blue and Orange Line service will now have a chance to speak to Charlie Dziduch, Metro's Blue and Orange Line service director, and Paul Bumbry, Customer Service Manager, on Tuesdays and Thursdays at the McPherson Square Metrorail station Vermont Avenue entrance.

Mr. Dziduch, and his colleagues will be available from 7:30 to 9:30 a.m. on Tuesdays, and from 4 to 6 p.m., on Thursdays to address any rider concerns. Patrons wishing to visit the office should see the station manager for office entry.

"The purpose of our customer service office hours is to engage Blue and Orange Line riders on our services, respond to any issues they may have, and to listen to what our riders have to say," said Mr. Dziduch. "This is another opportunity for our riders to share suggestions for our service, and for us to provide them with some answers."

Metro Citizens Corps

2006-02-23T06:43:00.001-05:00

Today, February 22nd was the first meeting of the RAC Safety and Security Committee.

I found Captain Jeff Delsinki’s presentation very informative. Especially helpful was the opportunity for a dynamic exchange of ideas and answers to our questions. I look forward to the next two presentations on Metro’s Citizen Corp and Managing Metro Emergencies. I’m also excited about getting a similar presentation from Metro’s Department of System Safety and Risk Protection.

The existence of the Metro Citizen Corp formed after the Madrid incident was a great surprise to me. Metro Transit Police is working with the hundreds of local Community Emergency Response Teams formed through federal initiatives and chosen for their dedication to community service to be initiated in the workings of Metro. As volunteers, these individuals are trained in how to respond in an incident, are shown the inner-workings of the Rail Cars, Stations, and Tunnels. The existence of these volunteers on the trains we ride everyday is bound to be useful when the next emergency happens. If I remember correctly, Cpt Delsinki said 165 people have been trained and they will continue to give courses until the requests stop coming.

My concerns from the presentation are as follows:
1) Metro Transit Police is under staffed based on the size of the system and the area that needs to be patrolled.
2) The low incidence of crime seems to be more a matter of luck then anything they are specifically doing.
3) MTP coverage of buses from inside seems extremely low.
4) Real-time monitoring of Trains, Busses, Stations, and Stops could benefit riders and make police enforcement more effective.
5) Use of technology to help in the detection of potential “terrorist” activity should be considered.
6) More training of administrative and other Metro staff in policing and emergency management would be beneficial.
7) Marketing of Metro’s Citizen Corp and Managing Metro Emergencies would attract more people and build confidence in the system.

Finally, as we discussed, my major concern with Metro, as Our Committee Chair so elegantly put it, continues to be the “culture of secrecy.” WMATA plans, activities, and projects are not presented to the public (in clear terms everyone can understand) because of a desire to keep things “close to the vest.” The feeling is that if Metro let its customers know what they’re doing they may be held accountable for actually making it happen. Yes, you can find some great ideas buried in the budget and other lengthy documents, but communicating ideas and marketing them to the public seems an alien concept.

Dear Mr.Tangherlini,

2006-02-15T16:19:00.000-05:00

The RAC as representative of Riders is looking for the creation of an environment of common goals.

The primary goal being a culture of “customer service”.

Somewhere along the line, Metro has “lost the vision”, or the understanding that they are a provider of services. Some of us have choices. Unfortunately, the alternative choices are not beneficial to society or the region. Likewise, some of us don’t have choices and are at your mercy. We rely on WMATA to get us to work, leisure, grocery stores, and the doctor.

The greatest problem that we see is that there is a problem with communication. The riding public wants to know what’s happening. We want to know whet the short term, mid term, and long term projects that Metro has planned. We want it in plain language that our riders can understand.

The arguments we here about this openness of plans, is that WMATA is reluctant to publicize plans because we may have to be held to these plans, and unfortunately budgeting, unforeseen problems, and other obstacles get in the way. Our response as riders is we still want to know that you hear our issues and they are in the works. Then we expect some level of effort by Metro to see them through.

When is comes to communications, we also want to know what’s happening in the system. Let us know before we come in, when were waiting at a bus stop, when we’re stuck on a train, when an emergency is underway. Being kept in the dark is very scary, and it creates discomfort and a feeling of being out of control.

When is comes to customer services, “think like a rider”. Look at that sign as a rider would look at it. Look at the placement of fare information from as a rider would look at it. Look at the map, brochure, marketing material, banner as a rider would look at it. Look at he job I did plowing the parking lot as a rider would look at it. Look at the bus before putting it into service as a rider would look at it. … each and every Metro employee, needs to look at the service they provide as a rider would look at it!

Fix these corporate culture things and then we (1,000,000 riders) can help you to create a system that is a model for the nation.

The Next Stop Signs in the Trains Aren't Helpful

2006-02-14T21:31:00.000-05:00

On today's Metro ride home, I wasn't paying attention to the stops the train was making as I read my paper. As we pulled into a station, the sign read "<<<", the doors open and the sign changed to "RED". I didn't know where I was, I wasn't sure if I was at my stop.

These great new next-stop signs where worthless!

Luckily, I figured out the old fashion way that this wasn't my stop by peering out the door to look for one of the signs that said where I was.

What's the deal with the signs? I watched how the signs operated as we went to the next station. After leaving the station, the sign changed to "Twinbrook". Great, I now knew where the next stop would be. But, just before pulling into the station it changed to "<<<", again. Great, now I know the side of the train the doors would open on, but If I hadn't been paying attention as happened earlier, I'd have missed what station I was at.

I believe it would be better to keep the name of the station on the signs until the doors close. If you must, go ahead and add one or two "<<" or ">>" to the name, but please don't erase the name of the station.

Thanks

Message from U.S. Department of Transportation Deputy Secretary Maria Cino

2006-02-14T17:19:00.000-05:00

BROADCAST MESSAGE

TO: All U.S. Department of Transportation Employees

RE: Message from Deputy Secretary Maria Cino

Last week, senior executives from DOT gathered together to discuss major issues our Department could address to change the lives of Americans. We spent two days discussing policy issues that included safety, security, the environment, and how the Nation’s different modes of transportations were working. Both career and political staff reviewed data, listened to experts, and met with members of other agencies.

Our goal was to review how DOT was fulfilling its mission and to identify one or two agenda items that we could focus our energy on to show real results to the American people.

I wanted to report back to you that there was a unanimous consensus, led by Secretary Mineta, that the people working for the Department of Transportation are doing an extraordinary job. The Secretary said he believed our current organization is the best-performing Department of Transportation since the agency was created in 1967.

It was clear that this is the perfect group to tackle one of the Nation’s most daunting transportation challenges – congestion. Traffic jams, freight tie ups, and airport delays waste energy, reduce air quality, and cause Americans to be less productive and spend less time with their families.

We can identify and help build projects that reduce congestion, and we have the ability to design a public policy that makes congestion-reducing infrastructure easier to build. So in addition to continuing our hard work on the strategic objectives announced in 2003 and other important transportation measures, we have determined that reducing major congestion chokepoints throughout America should be a major DOT priority moving forward.

Secretary Mineta then asked me to prepare a report in 45 days to outline how the Department could accomplish this goal. We have begun that effort. In the coming months all of us in the Department are going to be asked to contribute to this effort.

Over the days and weeks ahead, more information and modal involvement will be forthcoming. Please know all modes will have a role in this project. As always, I look forward to working with all of you as we accomplish what will be one of the Department’s greatest achievements.

Unsafe Conditions in Metro Parking Lots due to Snowstorm

2006-02-13T18:42:00.000-05:00

I’d like to add to our list of issues the abysmal state of the parking lot at Rockville Metro Station following the latest snowstorm.

This morning, February 13th, it was impossible to get to the sidewalks because the snow banks between the walks and the parking lot were waist high. The lots themselves were covered by flows of black ice. I’m surprised that more than a few patrons didn’t fall or throw out their backs keeping from falling.

This afternoon the state of the lots was no better. Even the walks where not plowed to the pavement, nor salted, nor sanded. Forgetting about the snow banks from the morning, I enjoyed getting back to the lots through the still knee-high snow and slush.

Whose responsibility is it to clear and salt the walks, sand the pavements, and generally create a safe environment for getting to our cars in "Metro maintained" parking facilities? There sure seems to be a lot of equipment for snow clearing stored at the Metro Station. Is there just a shortage of staff that know how to operate it? What about contracting out the task, rather than paying for equipment that remains unused most of the day, or entirely as evidenced by the lack of attention mentioned above.

Is the cost of maintenance that much greater than the $4.00 per car times 524 cars, or $2096 plus meter fees collected every-single-day?

Added Comment:

Today, February 14th, the snow and ice situation was no different, however I found that if I used the MARC station entrance and walkway the condition was near perfect. MTA or who ever is responsible for MARC's walkways did a much better job of clearing snow, and they also put down Rock Salt instead of the "styrafoam-like" snow melt. The Rock Salt did a much better job of keeping the walkways clear of ice.

DDOT Citywide Bus Shelter Meeting

2006-01-27T15:51:00.000-05:00

The District Department of Transportation (DDOT) will hold a final citywide bus shelter meeting to obtain community input on the implementation of the ClearChannel Adshel (Adshel) bus shelter agreement signed by Mayor Anthony A. Williams in September 2005.

This meeting will allow those who were unable to attend the evening ward meetings to share their views and suggestions regarding the new bus shelters.

Date: Saturday, February 4, 2006

Time: 11:00 a.m. - 12:30 p.m.

Location: One Judiciary Square
441 4th St., NW
Citywide Conference Center (Suite 1114)
Washington, DC 20001

We look forward to seeing you there.

IS METRO MARKETING CLUELESS?

2006-01-27T11:40:00.000-05:00

Are the people in Metro's Marketing Department that CLUELESS?

On my way in to work today I was "bombarded" by banners letting the folks who ride the ORANGE Line that they can anticipated 8 Car trains in the morning. Applause! Applause!

On the banner demonstration picture of the next 3 trains coming is the sample 8 car listing with a New Carrollton destination. Right above this is a "4" car blue line train headed to Largo.

That's got to make the Blue Line riders very happy.

So, is the message to Metro Riders, that we can improve your service at the expense of others?

I repeat …

Are the people in Metro's Marketing Department that CLUELESS?

I. Michael Snyder
rac@imsnyder.com

Special Budget Committee MeetingPart 2

2006-01-27T06:55:00.000-05:00

I attended yesterday's Special Budget Committee Meeting. What struck me most were the questions that didn't get asked, as opposed to the ones that were asked. I believe that a rider's perspective is desperately needed in all the Board's sessions with interaction with WMATA staff.

The second part of the meeting was dedicated to a walk through of the FY '06 budget for each Metro department and breakouts for their offices. There was also a discussion of goals and plans. Specifically of interest to me were plans for FY '07 and funding required for these plans. I strongly recommend a review of the PowerPoints for each department.

The focus of this budget meeting came across as Metro defending their FTE, spending and control of spending on ongoing initiatives. What was implied, but not expanded on were the plans and new initiatives that would benefit riders and actually address issues of high priority to system users.

One example:
In the presentation itself, the group responsible for SmartTrip card technology addressed the fact they where working with Banks and the Department of Homeland Security (DHS) to include the SmartTrip technology on ID cards and Credit Cards.

Big deal … as a rider, I want to seamlessly transfer between Metro and MARC; Metro and Ride-on; Metro and VRE; Metro and Fairfax Connector; and/or between any regional transportation system. After his presentation, I spoke with Fred Maxey about this need. His response was of course Metro is leading the charge on Regional use of SmartTrip and hope to have pilots up-and-running this year with VRE and many of the bus systems. MARC will take a little more time because of the way they capture fares … but its in the works.

Why don't they tell us their plans? The answer was they don't want to set expectations and not be able to hold to schedule because of lack of resources and technical integration issues. This office only has 3 people to handle all SmartTrip operations and planning … and they are the leaders for the entire regional partnership program. (Just 3 people!)

This is a systemic communication problem with Metro. Great things may be going on, but Metro is afraid to let us know.

If I can choose only one issue for the RAC to get Metro to change, it would be better communication with its patrons.

Better signage in the stations
Better information on schedules for rail and bus
Better information on outages, delays, real-time arrival
Better information outside stations
Better information on Evacuation Plans
Better information on issues raised by patrons
Better information on short range (<>
Better information on mid range (next year or two) plans
Better information on future plans (greater than two years)
Better information on personnel constraints
Better communication skills by train operators; station managers; bus drivers; dispatchers; and call centers

As an organization interested in "Quality of Service", this is a vital role for the RAC. We must change Metro's culture to be more open and communicative at ALL levels of the organization. Sometimes, as Jim Graham said, "Metro forgets that it's not a monopoly, and unfortunately people have other choices."

I. Michael Snyder
rac@imsnyder.com

Special Budget Committee MeetingPart 1

2006-01-26T13:07:00.002-05:00

I attended this morning’s Special Budget Committee Meeting. What struck me most was the questions that didn’t get asked, as opposed to the ones that were. I believe that a rider’s perspective is desperately needed in all the Board’s sessions with interaction with WMATA staff.

The first part of the meeting was dedicated to … you guessed it … the MV Transportation transitional effort to support MetroAcess as prime contractor.

Jim Graham, got a little bit closer to asking the question, that I proposed in my last post on the topic.

What where you doing during the three months of transition from September 2005 through January 2006? However, I didn’t hear a response that would help Metro to learn from it’s mistakes, and MV Transportation’s mistakes, and Logisticare’s mistakes.

Where you riding the MetroAcess Vans? Where you shadowing the Logisticare dispatchers, and call center? Where you collecting your own data about ridership, policies, procedures, and special needs? What where you doing during the three months of transition from September 2005 through January 2006?If I as a member of the RAC was a non-voting member of the Board of Directors, I could have asked that question. I truly had an urge to jump out of my seat and ask the question myself.Where you riding the MetroAcess Vans? Where you shadowing the Logisticare dispatchers, and call center? Where you collecting your own data about ridership, policies, procedures, and special needs?What where you doing during the three months of transition from September 2005 through January 2006?If I as a member of the RAC was a non-voting member of the Board of Directors, I could have asked that question. I truly had an urge to jump out of my seat and ask the question myself.Where you riding the MetroAcess Vans? Where you shadowing the Logisticare dispatchers, and call center? Where you collecting your own data about ridership, policies, procedures, and special needs?

Do we know that on the next contract the Metro awards that we aren’t going to have transition problems through lack of proper planning?

As a Federal Contractor, I’ve been on both sides of contract transitions and it is very easy to blame the other guy. What is not easy is forming a coalition to smoothly transition operations from one vendor to another. This is where the organization, WMATA, needs to play a critical role in the transition process. No one wants to fail. It is not in the best interest of the departing contractor, the new contractor, the organization, or the customers being served.

No matter the circumstances, it’s going to be difficult. The question is: How do you get everyone to understand the goals, objectives, and obstacles that must be overcome?

I spoke briefly with Christian Kent, and he would definitely like to sit down with a group of RAC members and talk through this issue. Not just form this contract's perspective ... but from the perspective of WMATA moving forward.

Lunch with Dr. Gridlock

2006-01-24T14:13:00.000-05:00

The Society of Automotive Engineers (SAE) invited Dr. Gridlock, Ron Shaffer, of the Washington Post to speak at The U.S. Department of Transportation for a Lunchtime Seminar, today.

I introduced myself and had an opportunity to participate in the Q&A session. I was asked to take back a number of concerns from attendees that are appropriate to add to our list of Metro concerns:

Why does the fare schedule say that it takes 33 Minutes on the Orange Line to go from Vienna to L'Enfant Plaza, when even on a good day this has never been achieved?

Why are the Lights so dim in Metro stations?

Why does Metro continue to use the Slick Red Tiles in Stations and Entrances when this is obviously a safety hazard?

What is Metro doing to plan for the addition of 5000 new riders at the Navy Yard when DOT starts moving over there in September?

Does Metro have plans for a second Tunnel under the Potomac to support Orange and Blue Line traffic?

When a problem with Metro service is announced instead of saying "Thank You for your Patience"; the statement should be "Sorry for the Inconvenience, We request your Patience."

The new seat layout on some busses doesn't work. You can't reach the floor with your feet or you are right on top of another rider in the face-to-face position.

Why are busses not better maintained to prevent water from rushing in through bad seals in the ceiling vents?

and my favorite...

Are there any plans to consider running a Purple Line down the ICC corridor?

I personally plan to follow-up on the last question with the Transportation Office of the County Executive for Montgomery County.

Second Meeting of the RAC

2006-01-22T14:35:00.000-05:00

The second Meeting of the Metro Riders' Advisory Council will be Wednesday, January 25, 2006 at 6:30pm.

As always, the meeting agenda is posted to Metro's web site at http://wmata.com/about/rac/rac.cfm

The Agenda is as follows:
I.	Review of Minutes (Debra Johnson)
II.	Term Selection (Mark Pohl)
III.	Elections (RAC Membership)
IV.	Meeting Schedule (RAC Chair)
V.	Open Discussion

Riding on MARC

2006-01-20T09:28:00.001-05:00

Did you know that the trip from Union Station to Rockville on MARC is only $5.00 and is scheduled to take 31 minutes, with 1 to 3 stops in between.

By Metro the fare would be $3.90 and it is scheduled to take 34 minutes, with 15 stops in between.

My guess is the MARC is most likely correct. I don't see Metro making that time.

I'll have to time the trains to see if I should spend the extra $1.10.

On the other hand if you're going from Rockville to Silver Spring, the cost is $4.00 by MARC and is scheduled to take 13 minutes, with non-stop or up to 2 stops in between.

By Metro the fare would be $3.90 and it is scheduled to take 48 minutes, with 21 stops in between.

MARC is cheaper, faster, and more direct! Just don't try going the opposite direction in the Morning.

Running for Chair of the Riders’ Advisory Council

2006-01-19T21:19:00.000-05:00

Fellow RAC Members,

Why I am interested in running for Chair of the Riders’ Advisory Council.

Personally, I believe given the opportunity everyone of us could be a successful Chair, as we all have shown our willingness to participate and set an example by just being on the RAC.

I initially was reluctant to run for the position of Chair given my work schedule, my tentativeness about Roberts Rules, and my desire to lead through active participation. But, three things changed my mind:

A kind note from a fellow RAC Member, and the brief discussion we had during the Meet and Greet.
A desire to quickly get Metro to allow us to actively participate in the selection of a new General Manager (and/or) goal setting for Dan Tangherlini, AND a desire for the RAC to have a “non-voting” seat on the WMATA Board of Directors.
My feeling that given my experience, I could assist in getting the RAC up-and-running quickly. Originally, my preference was to let someone else do the heavy-lifting of getting us started and run for Chair at a future date and inherit a smooth running RAC.

As I said earlier, anyone of us could be Chair. Why do I have the experience to be Chair at this point in time?

I’m experienced as a facilitator. I am currently working at the U.S. Department of Transportation providing facilitation, and systems architecture support to the Intermodal Hazardous Material Safety Program. In other words, I’m providing guidance and assistance to Division Directors or their representatives on how to better collaborate, share information, share data, and establish common goals and expectations for a new initiative. In my first months as a consultant I had them all working towards common goals. Eight months later, they have me bringing on a team to help them to select a contractor to build them a system. Past efforts resulted in studies stored on a shelf.

I have transportation experience. Besides the above job with U.S. DOT, I have 7 years of experience working with the U.S. Coast Guard to architect and build the Fleet Logistics System to manage the full life-cycle of maintenance activities in support of their fleet of 350 cutters and 1000’s of small boats. Tasking initially involved mentoring up to 60 developers and analysts in new technology, and later managing the entire project from implementation through deployment of 6 system releases. I began my career as a Project Manager responsible for the implementation of Routing and Scheduling systems for the Los Angeles County Office of Education’s Special Education Program. A service similar to the Para-Transit operation of WMATA only serving an area of over 9000 sq miles; 4 time the size of the area serviced by WMATA. I provided similar services in support of 5 other counties in California. As PM I rode busses; timed drivers; recorded observations; and met with dispatchers, teachers, students, and drivers. As I said in an earlier post, maybe MV Transportation and WMATA should have done the same.

I have ideas; I want to hear your ideas; and I have a drive for success. I have been communicating my ideas to most of the RAC over the last month. I’ve attended both WMATA Board Meetings, since our selection. I’m driven to find ways to get everyone involved. I don’t believe that any one of us is as smart as all of us. I want to find ways for us to address the needs of all riders (MetroRail, MetroBus, and MetroAccess.)

I’m an educator. I speak frequently at conferences and serve as the President of a 300+ organization of Information Technology professionals. I’ve been the Scoutmaster for a Boy Scout Troup for the past 12 years, helped found the troop for my son and his friends, and continuing even after he graduated 5 years ago. My role as Scoutmaster is to help young men to become leaders, good citizens, and stewards of the environment. I have a Masters in Administration from Johns Hopkins University.
I have leadership skills. I’m the Vice President and Partner in a small business. I’m president of MAOP as discussed earlier. I’ve been an Adult Scout Leader for 17 years. I set an example for others through a life of service and volunteering for good causes.

I believe in Customer Support. I was the Operations Manager at the Federal Trade Commission with responsibility for the help-desk and IT customer service. I was asked to join the Federal Government as a Branch Chief by the CIO and the Executive Director to extend my good work into other areas of the organization. The FTC has as one of its key missions, Consumer Protection, and I was proud of my work in support of this mission. My company was invited back to assist the FTC in the Do-Not-Call registry and systems that track Telemarketing Complaints years after I left government service.

What would I do as my first order of business as Chair?

Give each RAC member an opportunity to identify their top priorities for WMATA over the next 1-3 years.
Organize the priorities into logical groups of topics. (ie: Better Communication)
Identify RAC members with common goals for the establishment of “working groups” or committees.
Establish some goals for each group, including:

Elect or allow me to appoint a committee chair or lead;
Setup a meeting time for the group;
Establish your own goals for reporting back to the RAC;
Identify WMATA staff who can assist in your education;
Look for ways to get Riders to participate in your efforts;
and Establish a Forum or Web presence to communicate with each other and your constituent riders.

I’d do the same for the Executive Committee and the Hiring Committee; including meet with Past Chair Dana Kaufmann, Incoming Chair Gladys Mack, Outgoing GM Dick White, Interim GM Dan Tangherlini, and other Sr. Staff and Board Members to solidify our place (or) desired place within the WMATA Infrastructure. As well as reach out to other transportation entities, volunteer organizations, and transit riders.

If not selected as Chair, I promise to provide the same level of energy and participation to assure the success of who ever you choose as Chair for the inaugural RAC.

Thanks,

I. Michael Snyder
wmata_rac@imsnyder.com

RAC Member "Taken for a Ride" - Red Line Disruption

2006-01-19T21:18:00.000-05:00

I left my desk at L'Enfant Plaza at 5:30pm, and took my usual ride on the Orange Line to Metro Center for my transfer to the Red Line towards Rockville. But what should I find but a platform full of people.

Thank goodness I wasn't headed the other way, that platform had no more standing room. The sign said "train 2 min" nothing else. Then it changed to 4 min and then 6. An inauditable message over the intercom said something about “…Union Station …” . I worked my way back through the crowds to a very helpful Metro worker, who translated the message for me. Apparently a train broke down at Union Station about 12 minutes earlier.

I saw trains come to the other platform, but our sign kept going higher ... 8 ... 10 ... someone said sell at 12. I decided I'd try MARC and went to the other platform ... at least I'd be moving. I squeezed on the second train through. Neither one stopped so the doors where at the same spot (my personal pet peeve.) When I got to Union Station, a train with empty seats pulled in going back towards Shady Grove.

Ah well, I'm a creature of habit. I'll try MARC another day.I'm typing this BLOG on my ride. I arrived back at Metro Center, just about an hour after leaving my desk.

Gee, I sure would have liked to know about this before I entered the system ... I could have tried MetroBus to Rockville or walked to Union Station, or even tried the Circulator Bus.

I guess they figure what I don't know can't hurt me! Personally, I'd like to make my own choices. WMATA ... thanks for the ride.

Added later: Net time to get home 118 minutes!

As of 8:40am Friday, no record of Thursday's service disruptions on the Metro Web-site at: http://www.wmata.com/riding/viewPage_update.cfm?ReportID=215

You didn't put MV Transportation and WMATA on the Spot

2006-01-19T14:10:00.000-05:00

At today's Metro Board Meeting, the board had an opportunity to find out why the WMATA procurement process is broken, and they missed the BOAT, err VAN!

Jim Graham was headed in the right direction when he asked what went wrong. But he didn't ask Mr. Jon Monson, CEO of MV Transportation a question that got to the crux of the problem. And he didn't ask Mr. Dick White the same questions...

What where you doing during the three months of transition from September 2005 through January 2006?

If I as a member of the RAC was a non-voting member of the Board of Directors, I could have asked that question. I truly had an urge to jump out of my seat and ask the question myself.

Where you riding the MetroAcess Vans? Where you shadowing the Logisticare dispatchers, and call center? Where you collecting your own data about ridership, policies, procedures, and special needs?

In Mr. Monson's own words, "MV Transportation has done over a hundred transitions". So how can they be surprised that there is a peak ridership in the morning and afternoon commute hours? How can you not know that multiple pickups in a same trip would cause riders to be on the Vans longer? Why didn't Metro or MV Transportation notify riders that they should adjust their schedules to accommodate slightly longer commute times?

In my personal opinion, this is a systemic problem with Metro. There appears to be a problem with monitoring contractors (hint: parking attendants). There appears to be a problem with understanding the purpose of a transition. There seems to be a problem with delegating all responsibility for the MetroAccess database to a contractor. What does WMATA see as its role in the oversight of its contractors, service providers, and employee work-force.

I don't think that this is the last time we're going to see this problem, unless WMATA takes a serious look at their role in providing QUALITY SERVICE to its ridership.

Sounds like 100& failure of Transition. What did metro and MV do during three monthsfrom Sept thru Jan? Didn't they ride the vans? Didn't they shadow the dispatchers? Didn't they collect their own data?

WMATA Riders' Advisory Council - Orientation Session - January 18, 2006

2006-01-18T09:19:00.001-05:00

The Riders' Advisory Council Meetings and Information are posted on the WMATA Web Site.

To get to our page use the new link on my Blog Link List or go to:
www.wmata.com
About Metro>Board of Directors>Riders' Advisory Council (RAC)>Upcoming Meetings

Our Agenda for tonight's meeting:

WMATA Riders' Advisory Council

Orientation Session

Agenda

Wednesday, January 18, 2006

7:30 p.m. - 9:00 p.m.

I.	Welcome & Introductions (Dana Kauffman)
II.	Meeting Overview (Debra Johnson)
III.	By-laws and standards of Conduct (Mark Pohl)
IV.	Tem Selection (Mark Pohl)
V.	Meeting Schedule (RAC Membership)
V.	Open Discussion
	Adjournment

Metro Controls Cost Through Volunteers

2006-01-15T10:40:00.000-05:00

Metro has finally come upon a winning formula for managing costs, providing better customer service, and improving performance.

In a Washington Post article today, well known voices will not be entering Metro's competition to record the trains' "doors closing" message because Metro will not be paying for the service that union professional voice actors are generally paid $237 for a three minute spot that can take hours to get just right. It is anticipated that the "volunteer voice over" will be on call for at least a year to record all the spots. So far 140 CDs and audio tapes have been sent in to Metro. The numbers may grow into the 100's as the deadline nears.

This call for volunteers, seems to work well for Metro. To fill my position on the Riders' Advisory Council, 940 people volunteered for 20 slots. Our volunteer effort is going to be used over three years and I'm anticipating a minimum of 20 hours a month.

With the success of these two programs, maybe Metro should be applying the same technique to other troublesome positions.

WMATA is starting a search for a new General Manager to replace Dick White. Upon leaving Metro, Mr. White is receiving a $238,000 one-time payment and an annual pension of $116,000 plus free use of SmartTrip Card for life. I'm sure that if Metro holds a contest to find the next GM, they'll get a few hundred volunteers. Heck, some of them may even know how to run a transit agency. As a volunteer, the new General Manager wouldn't cost anywhere near as much to replace. Additionally, a volunteer GM who actually depends on Metro, is interested in customer service, and has roots in the community might find a way to get WMATA to be more responsive to its ridership.

MV Transportation, the new MetroAccess Service Provider is having a Rough Debut, and just signed a four year contract worth $210 million. Already they're saying they need $900,000 more! Using the new "model", Metro could put out a call for volunteers who have space in their vehicles or have wheelchair accessible mini-vans to help transport MetroAccess riders.

I've got room in my truck, and would be more than willing to take a rider in need to the Metro Station or to another destination along the way. Just give me a call at about 6:30AM on weekdays, except federal holidays. In a pinch, my son could drive someone to a doctor's office when he's not in school. He did the same for his Grandmother when she couldn't get MetroAccess to respond to her requests. As a backup, Metro could always call one of the taxi companies to pick someone up. Most of the time they are pretty reliable. I used one company to get to the New Carrollton Amtrak station every Monday morning, when I had to commute up to New York. It saved me the time of going all the way down to Metro Center and transfer to the Orange Line.

Now that I think about it, Metro could extend this "volunteer model" to even more jobs. What boy, when he was growing up, didn't dream of driving a train? Woo!! Woo!!

Of course, MetroRail trains don't have a horn that goes Woo!! Woo!!, but if that's what it takes to get someone to volunteer to be an engineer; I'm guessing for less than the salary of a Train Operator, Metro could retrofit a train with a real train whistle. Woo!! Woo!!

What about all those MetroBuses riding down Wisconsin Ave, Connecticut Ave, and Georgia Ave in Montgomery County. I've looked around, and there are 100's of cars on the roads with empty seats. If just a few of them pulled over at the bus stops where people are waiting, and picked up a passenger or two, we could eliminate the need for bus drivers all together. As an official "MetroBus" transportation volunteer, I could get one of those signs that are magnetically attached to my roof, just like the pizza delivery guys with a big "Metro-M" on one side and sell the other side to advertisers. Although this sounds a lot like slug lines, a better name might be MetroShare.

Now all we need to do is find volunteers to run dispatch, repair escalators, answer phones, perform security functions, and maintain trains and train yards.

My mom has volunteered as a "telemarketing" fundraiser and she works cheep; even as a volunteer if the cause is right. She could answer phones for Metro if it helped out commuters.

When I was growing up, I volunteered as a Safety Patrol. I got to ware a white shoulder sash and could boss the other kids around. I'll bet there are volunteers that would take on some of the Metro Transit Police responsibilities, and maybe even do a better job.

That do you think? This volunteer thing could really take off, if Metro marketed it the right way.

MetroAccess Service Provider Has Rough Debut

2006-01-14T00:17:00.000-05:00

Washington Post
Saturday, January 14, 2006
Disabled Riders Stranded By Metro
Service Provider Has Rough Debut
By Lyndsey Layton

"The new company hired by Metro to run MetroAccess, MV Transportation is easing into service this week, but the results have been chaotic and even dangerous."

"Pamela Wilkins, Metro's assistant general manager of contract services said she intends to ask the Metro board of directors to add $900,000 to the MV Transportation contract because Metro staff underestimated the amount of service required when it put the contract out to bid."

Maybe Metro should take a look at Maryland's Solution.

Washington Post
Wednesday, December 28, 2005
Md., Disabled Commuters Settle Suit
By Ruben Castaneda; B04

"The lawsuit became an "opportunity to communicate with the disabled community and to involve them in the problem solving necessary for continuing improvement. The agreement is not concerned with minimal standards but the pursuit of excellence."

"The MTA has purchased 98 Mobility vehicles with high-tech locators that allow dispatchers to track each van at all times, and on-time performance has improved from 77 percent to 90 percent."

Additionally, MTA awarded contracts to TWO providers to allow for some friendly competition. Rather than sending an addition $900k to the new provider, I'd recommend awarding a second competing contract.

MTA contracts with MV Transportation and Yellow Transportation/Connex.

Viewing my RAC Application

2006-01-14T00:05:00.000-05:00

You are free to share my RAC application with all the RAC members.

BTW: I’ts also posted on the Web at:
http://wmata-rac.blogspot.com/2005/12/my-application-for-position-on-wmata.html

Thanks,

Michael Snyder
wmata-rac@imsnyder.com

More Comments on my proposed Agenda

2006-01-14T00:03:00.000-05:00

Another RAC member expressed thoughts:

1. Unorganized as we are we are not equipped to properly receive public comment.
2. We will get nowhere if we spread ourselves too thin. As we sink institutional roots and gain expertise the number of subjects that we can tackle will grow.
3. It is premature to push WMATA for financial resources. It is particularly inappropriate for the RAC to suggest or hint that members receive any financial compensation. The position is voluntary and we all knew that coming in.

My Response:

I can appreciate your cautionary approach to “concentrate on a few issues” and tackle additional initiatives as we grow institutional knowledge. But, my concern is that we become institutionalized, rather than representative of the Riders.

We, the RAC, are coming into existence at a very precarious time, given the events of yesterday. Not that this event wasn’t foreseeable given the talk from a few months back. I feel that it is important for us to use this opportunity (search for a new GM, plus startup of the RAC) and take the initiative to give the “riders” a voice in the direction of WMATA.

Likewise, given the size of our group, it IS possible for us to cover a large number of issues, if we work in parallel efforts. The establishment of committees to do the real work of the RAC will allow us to drill down into the many facets of WMATA’s business and look for opportunities to “empower riders.” If you look at the list of Sub-Committee’s that I proposed you will see that there are numerous opportunities for us to make a difference in so many ways.

If you look at the cross-section of RAC members, you’ll see that we all have different ridership patterns, use different modes of transportation, come form different geographic regions, and have different backgrounds. We can use our differences to make an impact on the lives of the riders that we represent. I’ve had some discussions with some other members of the RAC as well as RAC applicants. Everyone has a different agenda. This is realistic, because Metro serves many people in many different ways.

I say, strike while the iron is hot and be highly proactive in addressing as many of the multi-faceted aspects of Metro as we possibly can. Let’s let WMATA know that we “the riders” thank you for letting us get involved in your operations, financing, planning, and future. Now, lets get down to business and look at all the places Metro is broken and create a culture of “customer service” from bottom to top, not just in a few distinct areas of their operation.

Sorry, I’ll get of my soap-box for a moment.

1. I still believe that a public comment period is appropriate at every single “open” event. We need to remember that we are not the elite; we represent the “riders”. It is very comforting to the “riders” to understand that they have a say in what we and Metro does. Sending that message should be our “mantra.” But, given the state of our organization, I would offer a compromise and provide a “brief” comment period at the end of the meeting. But, allow the RAC to vote on whether to proceed with it given the progress of the meeting.

2. I don’t think we can spread ourselves to thin. We are 21 RAC members, but we can draw on 920 other interested “riders” to get some help. We also have 1 million daily riders that want to see better service. As I said, earlier, we represent a vast array of rider patterns and we need to target as many possible initiatives as we can. I’m not willing to stand back and let my “agenda items” fester, while three or four other initiatives progress based on a “take it slow” approach. I’m guessing some of my other RAC partners would agree.

3. The financial resources that I seek are not to line my pockets. I know this is a volunteer position! What I seek is a commitment from WMATA to provide “dedicated funding” (analogy intended) to achieve RAC objectives. Yes, I don’t know what they all are, but in committee I’m positive we can come up with some very good, and specific goals. We need to have more than a single administrative support person to assist 21 RAC members in canvassing Metro.

Back on soap-box! Hard to tell the difference, eh!

My bottom line is that WMATA is broken. There is not an attitude of “customer service.” That’s why Dick White is out. He let the customer service component of Metro slip away. We need to be sure that every employee of Metro understands that they are a customer service organization and they are empowered to make our experience better. Everyday I see another anecdotal example of what is wrong.

For example, yesterday I saw a first time rider of Metro confused about what fare to pay to get from Eastern Market to her destination. Why? Because, the fare listings are hidden around the corner from the fare machines. The layout is wrong. When she brought this to the attention of the Station Manager, she was told that she’d heard this problem may times before, but couldn’t do anything about it. The customer must call and complain. This is wrong. The Station Manager needs to be empowered to get Metro to fix her station.

Second example … restrooms. I don’t think I have to dwell on this one.

Bunching of Metro busses, or busses running ahead of schedule. The bus drivers know when another bus is in front of them, or they are trying to beat the schedule for a longer smoke break. They need to let dispatch know. They need to help correct the problem. Ignoring the problem is not customer service!

I could go on and on … and plan too!

Thanks for the listen, and sorry if I come on too strong.

Back to one of my other jobs (;-)>,

Michael Snyder
wmata-rac@imsnyder.com

In a follow on post the RAC member responded:

You misunderstand me. I am neither cautionary nor do I wish to go slow. But, it is a bit tough to elect officers since we do not know each other.

As for committees, Why do we want to mirrors WMATA's board, as WMATA is, as you suggest, a broken organization?

I have little problem with a public comment period at the end of our meeting to serve as precedent setting.

Twenty-one RAC members is not very many. It is not enough to address every aspect of WMATA. We need to prioritize a little. Our strength will be our unity informed by our diversity.

[I apologize for paraphrasing others' comments. My goal for this BLOG is to share my thoughts and ideas. I offer up these email posts only to clarify my own thoughts. I invite other RAC members to comment directly.]

Comments back on my proposed Agenda

2006-01-13T23:57:00.000-05:00

A fellow RAC member took exception to a few items on my Agenda and my comments. Our Meetings are the forum in which to discuss topics -- and not via email. Also, this is an organizing meeting an we should reconsider having a public comment period; and we wouldn't even have a way to address any issues ... as we are not yet organized." I was also asked to add "meeting format" to the list.

My response:

I appreciate your taking the time to respond to my email.

1. Yes, I agree that email is not the appropriate tool to address RAC organization issues. I had originally, planned on sending my email only to the WMATA organizers, but decided that other RAC members might want to comment on my agenda items (veto, expand, replace.) Normally, this would be a function of the Chair, but since we don’t have one yet, I thought it appropriate to email to the limited group for whom I have email. WMATA chose to make this an open meeting and did not give us an opportunity to get organized in advance. So, we’ll have to do some organization in public or in advance, like this.

2. I believe that we should have a comment period at the beginning of the meeting, just to set precedence. It’s best to follow the rules of the WAMTA Board of Directors initially. I believe they offer 2-5 minutes to those who have prepared written statements and have requested time. Yes, I understand we won’t be able to respond, but it is a good exercise in gathering information and soliciting input, none the less.

3. Yes, we should address meeting format, either in a group so we are ready for the next meeting, or in a committee. I was hoping at a minimum to standup the “RAC Rules Committee” to deal with these issues prior to the next RAC meeting. From past experience, I know it’s going to be impossible to expect 21 people to be able to discuss any issue without preparation and leadership. This lack of preparation and organization is why I’m recommending we form committees as quickly as possible to do the bulk of the RAC work.

Thanks,
Michael Snyder

I. Michael Snyder
wmata-rac@imsnyder.com

[I apologize for paraphrasing others' comments. My goal for this BLOG is to share my thoughts and ideas. I offer up these email posts only to clarify my own thoughts. I invite other RAC members to comment directly.]