Monday the 5th of March 2012 marked the beginning of the last three WMATA public hearings about the proposed General Manager’s budget this year, a topic which had gathered a lot of responses voiced in the hearings in the week before in objection to the fare increases.

According to sources, MetroAccess drivers beginning their shifts at the MV depots that morning were given a “crib sheet” of answers, and were directed to use them if asked about the fare increases.

DC Paratransit obtained a copy of the paper the drivers were issued:

"Crib sheet" of answers MetroAccess drivers were instructed to use responding to questions regarding the 2012 fare increase issue

Given the information drivers have been instructed to give in response to questions, the crib sheet appears to be one that might have been produced in 2010/2011 – the reference to the cap being $7 strongly suggests this is the case.

But even if that’s the case, it is curious that these answers were given to MetroAccess drivers on the morning of the 5th, while the public hearings were still in progress.  Our curiosity grows when we examine one particular answer:

• Decision of fare increase was APPROVED by Metro’s Board

So in essence, MetroAccess drivers were instructed to tell riders that the fare increases had already been approved.  Even allowing that the crib sheet appears to be referring to the situation after the last fare increase, it still remains that someone decided to instruct drivers to give that particular answer to riders whilst the debate over current fare increase proposals rages on.

We first raised this issue with the Accessibility Advisory Committee (AAC) last week, and will be bringing it up again at the MetroAccess subcommittee meeting this evening.  A source within WMATA told us that to the best of their knowledge (and they would likely know), WMATA wasn’t aware of,  authorize or approve of giving the drivers this (charitably) out of date answer sheet on the 5th.

Even if that is the case however, the fact remains that drivers were instructed to give out an answer that was misleading right in the middle of the public hearings period.  Even if this was MV Transportation‘s idea alone, the perception of MetroAccess riders would most likely be that this was an “official” answer, given in Metro’s name.

As many in the DC area may remember, the 2010 Maryland General Election for Governor was marred by an incident of “Robocalling”, where voters were called and assured the Governor had “won” the election.  That incident led to criminal charges being brought against the people involved, amidst accusations the plan was the calls would suppress black voter turnout.

We wonder if, regardless of whatever motives and whoever approved the instruction to drivers to give this particular set of answers in response to rider’s questions, these answers given to drivers might not have had a similar effect of suppressing turnout, in this case of the disabled community to the public hearings.

For us the questions are simple:

1. Why were MetroAccess drivers given an out-dated set of answers to give to riders, that contextually were obviously inappropriate and misleading for the fare increases under debate at the time?
2. Who decided MetroAccess drivers would be given these answers and instructed them to give these answers only in response to rider questions regarding the proposed fare increase as of March 5th whilst the public hearings were still being held?
3. Did no-one at MetroAccess understand informing the riders that the fare increases were already approved by the board (as per the answers authorized) risked suppressing rider turnout at the remaining public hearings?
4. If WMATA was not aware of, and did not approve of, potentially misleading information being promulgated to the drivers to give to riders during the public hearings period, what does WMATA intend to do once it is determined who did authorize this (individually or corporately), given that it was done essentially in WMATA’s name?

We have yet to hear officially from WMATA on this.

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MetroAccess, is something like the fifth largest paratransit operation in the United States, and at its heart lies a very nifty piece of software designed just for the role – Trapeze PASS.

The software manages to juggle most of the complex operations needed, and ever since its introduction and as it’s evolved over time, its effects on improving the operation side of MetroAccess have been very noticeable.

There is one part of it however that is totally underutilized, a module known as PASS-COM.

-COM is designed to handle complaints, compliments – customer service related issues, if you like.  It even has a web based interface that plugs into Trapeze, -COM-WEB (Trapeze likes to be logical in its naming philosophy )

As of time of writing, WMATA does not use -COM-WEB for handling MetroAccess customer contacts.

We have been suggesting strongly to WMATA for several months that they consider opening up -COM-WEB for MetroAccess riders to use as another resource to send in comments, compliments, or complaints regarding their MetroAccess experiences for a variety of reasons:

We feel that -COM-WEB would be more efficient for WMATA to track MetroAccess issues.

Unfortunately, WMATA has decided that they would not take advantage of the -COM and -COM-WEB systems to handle MetroAccess feedback.  WMATA uses Peoplesoft as their primary CRM system for fixed-route, and Customer Service wants to keep it all inside that (WMATA likes to distance itself from almost every other aspect of MetroAccess operationally, running it “separately”, except in this it seems).

-COM-WEB is built for purpose, and in cases where it needs tuning, running it instead of Customer Service’s “one stop fits all” approach allows for better tailoring the system for those passengers who are able to exploit its abilities to get timely relevant feedback to MetroAccess itself.

-COM-WEB isn’t a panacea.  It won’t stop MetroAccess making it to the 7 o’clock news, it won’t make the service run 100% efficiently, but it can make it easier for passengers to communicate with WMATA, and for WMATA to communicate back.

But given events over recent months, there is one other advantage WMATA might want to keep in mind if they re-evaluate the idea of using -COM-WEB for MetroAccess riders to offer feedback to the service:

Of course, it would also require that WMATA actually use the feedback in the first place and actually address any issues raised, but at least this would give them the tools to make that happen more directly and efficiently than is currently the case.

Related from around the web:

• If You Think Metro Is Bad (UnsuckDC Metro Blog)
• Metro Access passenger forced to urinate on shuttle (WTOP)

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According to information received by DCPTI from WMATA’s Department of Access Services (emphasis below is ours):

To assist customers with disabilities, Metro is providing MetroAccess customers a way to phone in their comments to open forums held on days when Metro is also holding public hearings on possible upcoming fare increases.  The phone number to leave an open forum comment is 202-962-1141.

Phone lines will be open for you to leave a message between 7pm and midnight on Feb. 27, Feb. 29, Mar. 1, Mar. 5, Mar. 6, and Mar 7.   Please be sure to clearly state your name, MetroAccess ID number and your address to ensure that your comment is considered.   Your comment is limited to 3 minutes.

Related articles

• Metro seeks public input on FY13 budget and fare proposals (dcparatransit.info)
• Public meetings scheduled for proposed Metro fare hike
• Metro to hear from riders on fare increases

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As per MTA:

Throughout the course of the Purple Line project we have held many public meetings to educate the community and engage them in an ongoing dialogue about the project. These meetings range from our large-scale Open Houses to smaller meetings with communities on particular issues. The Purple Line Project will continue to hold these meetings as the study progresses.

Riverdale Road Neighborhood Work Group

Tuesday February 28, 2012
7:00 p.m.

Beacon Heights Elementary School
6929 Furman Parkway
Riverdale, MD 20737

At this meeting the MTA will present an overview of the current plans for the proposed Riverdale Road station, explain what light rail stations are like and lead detailed discussions about station issues such as community access. The Purple Line Study team will present this information, and then have discussions about the station and the surrounding area.

Silver Spring Library

Monday March 5, 2012
7:00 p.m.

Silver Spring Civic Building
1 Veterans Place
Silver Spring, MD 20910

At this meeting the MTA will present an overview of the current plans for the proposed Silver Spring Library station, give updates since the previous meeting in the area, explain what light rail stations are like, and lead detailed discussions about station issues such as community access. The Purple Line Study team will present this information, and then have discussions about the station and the surrounding area.

Lyttonsville Station Area

Wednesday March 14, 2012
7:00 p.m.

Gwendolyn E. Coffield Community Center
2450 Lyttonsville Road
Silver Spring, MD 20910

At this meeting the MTA will present an overview of the current plans for the proposed Lyttonsville station, give updates since the previous meeting in the area, explain what light rail stations are like, and lead detailed discussions about station issues such as community access. There will also be an update on the Lyttonsville Yard & Shop. The Purple Line Study team will present this information, and then have discussions about the station and the surrounding area.

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WMATA has modified the fare media exchange recently announced to add a second 2-day exchange period, and changed the locations for this second period.

Value can be transferred to EZ-Pay accounts.

Registered MetroAccess customers may exchange unopened packages of tokens, paper farecards and vouchers on February 23 and 24 at the Metro sales offices at Metro Center and headquarters at 600 5th Street, NW.

Another exchange will be held on March 15 and 16 at the sales offices at the Pentagon and at Metro Center.

To complete the exchange, customers or their representatives must bring unopened packages of tokens, paper farecards and vouchers and the registered MetroAccess customer’s EZ-Pay account number to the sales office. Sales office staff will verify the amounts and provide credit to a customer’s MetroAccess EZ-Pay account. Demagnetized fare cards will be accepted for exchange, as long as the value of the card is clearly visible.

The Metro Center sales office is open weekdays from 8 a.m. to 6 p.m. The sales office at Metro headquarters is open weekdays from 10 a.m. to 3 p.m. The sales office at the Pentagon is open from 7am to 4pm.

We aren’t sure if there will be any further opportunities for MetroAccess riders to exchange their old fare media balances into their EZ-Pay account, and therefore strongly recommend all riders take this opportunity to exchange their media before it becomes worthless.  That WMATA is offering these two exchange opportunities was a surprise to begin with.

A reminder that at time of writing, the elevators at Metro Center to the street are out of service.

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The Metro Access sub-committee of the AAC (Accessibility Advisory Committee) meets at the JGB building the third Monday of every month between 4 and 6pm. This month, Monday being a holiday, it met on Tuesday.

One of the items on the evening’s schedule was a report by Paul Comfort, Assistant Project Manager for MV Transit, Inc. in response to the town hall meetings held in the Fall of 2011. One of the repeated concerns from the community (well documented in the media) were inappropriate and unwelcome driver interactions with the riders. Reports ranged from sexual harassment through assault.

In the town hall meetings the community made it quite clear that it was not enough to be able to report an event and have the misdeed punished: far better to PREVENT such incidences from happening in the first place.

Basically the community said:

Don’t hire people who have the proclivities that will lead to putting MetroAccess riders at risk.
Make sure that the people that are hired understand what they can and can not do.

To that end a 6 point approach was formulated. Four of the points have been put into practice with the 5th awaiting finalization and the 6th to be funded by WMATA.  Both 5 and 6 will be implemented starting July 1, 2012.

1. Require Taxicab-level Background Checks – Taxi cab background checks are stringent background checks.

Taxi Commission requirements to receive a HACK/License ID number met or exceed current contractual requirements under the MV/WMATA contract. HACK License disqualifying events include, but are not limited to:

(1) any offense involving violence or a weapon;
(2) any sex offense;
(3) soliciting for prostitution;
(4) illegal sale or use of alcoholic beverages;
(5) violation of any law governing controlled dangerous substances;
(6) any offense involving driving under the influence, and
(7) any act of moral turpitude

Status: Implemented

2.  International Searches – Many MetroAccess drivers are immigrant born.

MV requires five (5) years of Domestic Driving History for all MetroAccess drivers.  Since other subcontractoring companies provide MetroAccess service – a three-year residency requirement has been instituted so that US criminal history and driver’s license checks can be authoritative.

Status: Implemented

3.  New Training Modules – training new employees and retraining existing employees.

MV utilizes the Avatar Driver Training Program, which imposes many checks and balances (i.e., mandatory trainee, trainer, manager/GM, and brokerage safety manager sign-offs) to ensure that each trainee/employee receives and retains training information.   A new MTPD video was adopted and is now being utilized.  This program conveys the importance of the materials and ensures drivers retain the information.

Status: Implemented

4.  Training Goals for Drivers – retention and understanding of standards of safety, service and conduct.

MV developed an Inappropriate Contact Training Module, which was implemented brokerage-wide. All existing operators were trained on the module, and it has been implemented into the operator training program.

Status: Implemented

5.  Reference Checks - Develop a standard set of questions for reference checks with prior employers

While not all previous employers are willing to divulge such information, for those that may be willing: ask questions that seek to disclose an applicant’s demonstrated insensitivity towards persons with disabilities or complaints against the applicant for insensitive language or conduct.  MV is the prime contractor and there are many subcontracting companies that will require co-ordination for implementation.

Status: Implementation 7/1/2012

6.  Background Check Provider - perform more rigorous background checks

It was recommended that a public agency and/or law enforcement agency should perform criminal background checks because of their ability to perform more rigorous background checks than a private outside entity.

Status: Implementation 7/1/2012

Given today’s headlines and hearings:  WMATA should take a page from Metro Access here.  And they don’t even need to re-invent the wheel.  The training materials have already been developed!

ANY employee who has the potential to have physical contact with the ridership needs to be screened, needs to be trained and needs to be periodically retrained.  This is a cost of doing business with the public.

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Following on the heels of a recent news article in the Washington Examiner by @Kytja Weir, the Accessibility Advisory Committee‘s Bus and Rail sub-committee recently welcomed Prince George’s County Department of Public Works and Transportation (DPW&T) to their meeting to give a report on the state of bus stop accessibility in PG County.

The figures that were being offered make for some disappointing reading.

According to the report provided to the sub-committee, there are nearly 4,000 bus stops within Prince George’s County. Of those:

• 24% have no sidewalks
• 74% have no ADA-compliant “landing pad”
• 81% have at least one curb cut connection missing

For help with the definitions being used, we think it easiest to work from WMATA‘s own WMATA Guidelines-Design and Placement of Transit Stops, although that report is dated 2009.  Given that a large number of bus stops in the area are dual-use – serving both Metrobus as well as the local authorities’ own transit systems both, it seems logical they’ll be working from the same guidelines.

“Landing pads” are “A leveled and paved waiting area with adequate space provid[ing] a safe, secure, non-slippery surface for passengers waiting at the stop”, and under the ADAAG¹ they are recommended for “urban and high volume stops”, and where there is “adequate right of way”.

WMATA bus stop using a pole sign, no shelter visible

This is different from the concept of bus shelters per se, landing pads can be used either where there is a shelter or the bus stop is simply a pole in the ground – the concept behind them is to allow passengers a place to “park” while waiting for a bus, and to give them a stable surface to travel over while boarding or alighting the bus.
So why are the figures disappointing?

For one thing, the lack of accessible bus stops is a large criteria for Metroaccess eligibility.

If a passenger with a disability is unable to reach their nearest bus stop(s), then they are more likely to require Metroaccess to travel, with the associated increase in travel costs for that passenger (currently capped at $7 but likely to increase even further in the near future).

The percentages themselves are somewhat staggering.  81% of bus stops in the County are missing one or more curb cuts, needed to go from roadway to sidewalk (and, hence, off the road), and 74% of bus stops have no landing pad, a hardstanding – the implication being they have simply a mud-bath-in-waiting there instead.

The DPW&T report highlighted some of the issues they see as present constraints in making bus stops accessible.  Their top listed item touches upon a problem we’ve seen in the past – “Permitting for shelters on State roads”.

It comes across a case of “pass the buck” at times.  No-one seems willing (or able) to take ownership of bus stops (or sidewalks) to work on accessibility.  If the road involved is a state highway, the county has to get the state to approve the work, but the state also will say it’s the county’s responsibility, with the end result that no-one does anything because they’re all too busy trying to figure out who can.

During the presentation, DPW&T alluded to the amount of paperwork, surveys, impact statements, and everything else they have to have the state perform before they can work on a bus stop located on a state road, and it makes you wonder – if it takes that much jumping through hoops to get a simple pole planted in the ground for a bus stop, is it any wonder why the percentage of inaccessible bus stops is so high?

DPW&T told the sub-committee that 50% of the 40 bus stops rated highest on the need to be made accessible had been completed (Why they couldn’t just say “twenty” we’re not sure), but the wording of their presentation itself is slightly confusing – their presentation only referred to making stops accessible where there were bus shelters – they didn’t list them as bus stops.  Does this mean that those bus stops that have no shelter, those poles next to the side of the road, are being sidelined?

At the end of the day, maximizing the number of accessible bus stops in the region, whether it be Prince George’s County or any of the other jurisdictions, makes financial sense – even the costs of making stops accessible would end up less than the costs those jurisdictions end up paying WMATA for providing the ADA’s mandated paratransit equivalent to fixed-route transit, costs which WMATA is reimbursed for by those same jurisdictions.

It makes more sense for the County, and the State, to work to resolve the bus stop accessibility issues so that more passengers with disabilities can take advantage of the fixed-route system and not have to default to using Metroaccess simply because the jurisdictions can’t make their minds up about those deep complicated dilemmas surrounding how to do it.  It reduces the risk of accidents at inaccessible bus stops (one of the scoring criteria used by DPW&T to identify those top 40 bus shelters in need of remediation) as well.

As one final note of interest, we’re curious if the AAC Bus and Rail sub-committee will ever get an answer as to why this report DPW&T presented wasn’t the one PG County was awarded a grant a few years ago to undertake, and what happened to that survey and the grant monies involved.

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1. It’s worth noting that in the report drafted tor WMATA, the consultants noted this about the preferred design philosophy:

   Universal design solutions should be utilized so that all people, with the widest range of abilities and circumstances can have equal access to transit. Universal design differs from the ADA Accessible Guidelines (ADAAG) in that while the ADAAG prescribes minimum design criteria to accommodate most persons with disabilities, universal design takes into consideration the broader population (i.e. children, seniors, bicyclists, parents pushing strollers) including persons with disabilities.

As per WMATA:

Metro seeks public input on FY13 budget and fare proposals

Public hearings scheduled Feb. 27 to March 7

Metro will host a series of public meetings to encourage participation and dialogue regarding its FY2013 budget and fare proposal, Feb. 27 to March 7.

The proposed operating and capital budgets for the next fiscal year support the critical rebuilding of the Metro system, and improving safety and reliability. The budget also provides service enhancements such as additional rush hour rail service, improved escalator maintenance, enhanced bus corridor services, increased security and continued compliance with National Transportation Safety Board (NTSB) recommendations.

Metro’s Board of Directors will host six public hearings in Washington, D.C., Maryland and Virginia beginning Feb. 27, where members of the public may provide formal testimony regarding the budget and fare proposals. Preceding each of the formal public hearings, Metro will host an hour-long Open Forum with multimedia stations to engage stakeholders and solicit public input. The Open Forum will include a video presentation on Metro’s rebuilding program, tables staffed by senior Metrobus, Metrorail, MetroAccess, SmarTrip and police officials who will be available to talk with participants and answer individual questions, and a third station where computers will be made available to take an online survey regarding Metro’s priorities, as well as to submit written comments for the record.

The public hearing portion of the sessions will provide an opportunity for comment on the docket of budget actions. To review the docket, visit www.wmata.com/hearings. The open forums present an opportunity for members of the public to learn about Metro’s current work to improve service and provide comments and suggestions on any topic, including subjects that are not on the docket.

The Board is slated to act on the FY2013 budget in June, and any fare changes they adopt would take effect July 2012.

The operating budget of $1.6 billion includes a proposed $53 million (8%) increase in funding from the jurisdictions and $66 million in increased revenue from fares. The fare adjustments also are designed to simplify Metro’s fare structure and encourage the use of SmarTrip cards. The proposed $904 million capital budget includes projects that will advance NTSB recommendations, including signal system upgrades and replacement of Metro’s oldest railcars, the 1000-series fleet, with new 7000-series cars, as well as track and infrastructure projects and rehabilitation, and replacement of escalators and elevators across the system.

Details and directions for transit travel to the public sessions are available on Metro’s website. Open forums begin at 6 p.m., followed by the public hearings at 7 p.m. The hearings will take place as follows:

• Monday, Feb. 27
  Bethesda Chevy Chase Regional Services Center – Hearing 569
  4805 Edgemoor Lane
  Bethesda, MD [View Map]
• Wednesday, Feb. 29
  Mary Ellen Henderson Middle School Cafeteria – Hearing 570
  7130 Leesburg Pike
  Falls Church, VA [View Map]
• Thursday, March 1
  Matthews Memorial Baptist Church – Hearing 571
  John H. Kearney, Sr. Fellowship Hall
  2616 Martin Luther King Jr. Ave., SE
  Washington, DC [View Map]
• Monday, March 5
  Washington Lee High School Cafeteria – Hearing 572
  1301 N Stafford St
  Arlington, VA [View Map]
• Tuesday, March 6
  St. Columba’s Episcopal Church – Hearing 573
  4201 Albemarle Street, NW
  Washington, DC [View Map]
• Wednesday, March 7
  First United Methodist Church – Hearing 574
  6201 Belcrest Road
  Hyattsville, MD [View Map]

How to register to speak at the public hearing

To establish a witness list for the public hearings, individuals and representatives of organizations who wish to be heard at the hearings are asked to provide in writing their name, address, telephone number and organization affiliation, if any, to Office of the Secretary, Washington Metropolitan Area Transit Authority, 600 Fifth Street, NW, Washington, D.C. 20001. Alternatively, requests to speak may befaxed to 202-962-1133 or e-mailed to speak@wmata.com. Please submit only one speaker’s name per letter and reference the hearing number. Lists of individual speakers will not be accepted. Others present at the hearing may be heard after people who have registered have spoken. Please note that this information may be releasable to the public under the WMATA Public Access to Records Policy (PARP). The PARP can be viewed on WMATA’s website under the link marked “Legal Affairs.” Public officials will be heard first and will be allowed five minutes each to make their presentations. All other speakers will be allowed three minutes each. Relinquishing of time by one speaker to another will not be permitted.

How to submit written comments

Written statements and exhibits may be sent to the Office of the Secretary, Washington Metropolitan Area Transit Authority, 600 Fifth Street, N.W., Washington, D.C. 20001, or e-mailed to writtentestimony@wmata.com. Statements also may be faxed to 202-962-1133. Please reference the hearing number. Submissions must be received by 5 p.m. on Monday, March 12. Please note that any personal information such as name, e-mail address, address, or telephone number you provide in the statement may be releasable to the public under the WMATA Public Access to Records Policy.

Additionally, a survey on possible options to balance the budget will be available on Metro’s website at www.wmata.com. Participants will be asked for their name and address and then asked to respond to questions about possible strategies for Metro to balance its budget. Names and addresses will not be released to anyone. This option is in addition to the ability to speak at a public hearing or to submit a written statement. The site will open by 5 p.m. on Wednesday, Feb. 22 and will close at 5 p.m. on Monday, March 12.

The locations of all public hearings are wheelchair accessible. Any individual who requires special assistance such as a sign language interpreter or additional accommodation to participate in the public hearings, or who requires these materials in an alternate format, should contact Danise Peña at 202-962-2511 or TTY: 202-638-3780 as soon as possible in order for Metro to make necessary arrangements. MetroAccess customers who wish to provide comments by telephone may call (202) 962-1141 between these dates Feb. 22 and March 12, and their comments will be transcribed and provided to WMATA’s Board and Management.

News release issued at 3:06 pm, February 10, 2012.

We note that there will be a conflict with the Accessibility Advisory Committee meeting scheduled for March 3rd, we’ll update the calendar on the site when we know the change to the date of that meeting.

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As per WMATA:

MetroAccess token and voucher exchange set for Feb. 23-24 – Value can be transferred to EZ-Pay accounts

Registered MetroAccess customers may exchange unopened packages of tokens, paper fare cards and vouchers on Feb. 23 and 24 at Metro sales offices at Metro Center and Metro’s downtown headquarters.

To complete the exchange, customers or their representatives must bring unopened packages of tokens, paper fare cards and vouchers and the registered MetroAccess customer’s EZ-Pay account number to the sales office. Sales office staff will verify the amounts and provide credit to a customer’s MetroAccess EZ-Pay account.

The Metro Center sales office is open weekdays from 8 a.m. to 6 p.m. The sales office at Metro headquarters is open weekdays from 10 a.m. to 3 p.m.

A link to this information can be found at Metro’s website at http://www.wmata.com/about_metro/news/PressReleaseDetail.cfm?ReleaseID=5153

This likely has come about as a result of the topic being raised with WMATA on several occasions during Accessibility Advisory Committee meetings.

This does raise one question for us, though – To exchange the tokens and vouchers, the rider has to go to Metro’s sales office.  For some, that means it’s going to cost them $14 round trip to exchange those tokens – likely it will cost them more to travel to exchange the tokens than the tokens are worth, a hidden “premium” on the exchange process.

WMATA might have done better to include an alternative exchange method such as mail-in.

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• Dupont Circle south entrance to close Wednesday, Feb. 1, for replacement of 3 escalators – outage to last through October #
• Fingers crossed » RT @fixwmata: Very impressed with the response over on @wmata today. Hopefully this is a sign of the times to come! #
• More wheelchair-accessible taxicabs are coming to D.C. – @TBD On Foot | http://t.co/YNa6DOSk http://t.co/Xzgwb79f #

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