Massachusetts Bay Transportation Authority Bay Transportation Authority June 29, 2009 Page 2 of 67 “…This agreement is based on a shared vision between plaintiffs and the MBTA

Massachusetts Bay Transportation Authority

Page 1 of 67June 29, 2009

Accessibility at the MBTAPublic MeetingJune 29, 2009



“…This agreement is based on a shared vision between plaintiffs and the MBTA to make the MBTA a model transit system accessible to all. There is a mutual commitment and desire to comply not only with the letter but also the spirit of the Americans with Disabilities Act, with the complete understanding that all people with disabilities must have every opportunity to be fully participating members of our community and that fundamental to this opportunity is the right and ability to use public transportation in an equal, effective, and dignified manner.”

-- MBTA/BCIL Settlement AgreementApril 2006



• Welcome and Introduction– System-Wide Accessibility: Gary Talbot 10 min– Boston Center for Independent Living: Bill Henning – Independent Monitor: Judge King– MBTA Customer and Advocate: Donald Summerfield

• Updates– Illegally Parked Vehicles: Deputy Chief O'Connor 5 min– Training; Impact on Customer

Service: Sue Lebbossiere 7 min – Internal Monitoring Program: Rob Sampson 7 min– Design & Construction Projects: Mike Festa 3 min

• Q and A 10 min

– Elevator Uptime/Replacements: Laura Brelsford 3 min– Wayfinding: Marggie Lackner 7 min– Automated Fare Collection: Joe Kelley 5 min

Agenda



– Rail Vehicle/Platform Gaps: Bill Lally 7 min

• Q and A 10 min

– Rail Vehicle Design: Jeff Gonneville/Chris Hart 5 min– Emergency Preparedness: Cindy Gallo/Laura Brelsford 7 min– Customer Complaint Process: Kathy Cox/June Castle 10 min– “Accessibility at the T”

and on the Web: Larry Haile 2 min

• Q and A 10 min

• Closing Thoughts and Comments: Judge King/Gary Talbot

Agenda


Illegally Parked Vehicles

Deputy Chief O’Connor MBTA Transit PoliceMBTA Transit Police



Posters announcing new fine $100 fineTransit Police can now ticket in bus stops in MBTA service areaEnforcement designed to provide better access to MBTA vehiclesMBTA Police and Operations working together to identify most frequently blocked bus stops

To date, 479 tickets issued

MBTA Transit PoliceMBTA Transit PoliceBus stop Parking ViolationsBus stop Parking Violations



Page 7 of 67June 29, 2009 Page 7 of 67June 29, 2009



Training and Impact on Customer Service

Sue Lebbossiere Superintendent of Training

MBTA Bus Operations



MBTA Operations Bus and CSA Re-Certification Training• Operations/System-Wide Accessibility

interdepartmental effort • New classroom and hands on

modules developed• New training video/slides produced• Wheeled mobility devices purchased • Focus on assisting customers with

disabilities• Wheeled mobility device securement,

use of lift, ramp and bridgeplate• Service animal awareness


Page 10 of 67June 29, 2009

Impact on Bus Service Pulling to the Curb

• Note: According to the 2005 Lawsuit study conducted by Delta Services, 61% of the time Operators pulled within one foot of the curb

* Operators pulled within one foot of the curb 78% of the time in the November 2007 study, and 81% of the time in the 2008 study

Variable Description # Responses 2008 % 2007 % Change

*Pulls within 1 foot 482 81% 78% >3%

Pulls in ahead or behind bus stop* 32 5% 9% <4%

Bus too far from curb 29 5% 5% 0

Bus repositioned 50 9% 8% >1%

Bus repositioning at passenger request 9 18% ‐‐‐ n/a


Page 11 of 67June 29, 2009

Impact on Bus Service Securements

Variable Description # Responses 2008 % 2007 % Change

Driver uses 0 straps 7 1% 13% <12%

Driver uses 1 strap 6 1% 8% <8%



*Driver uses 4 straps 469 80% 29% >51%

Not observed 7 1% 1% 0

• Note: The 2005 Lawsuit study conducted by Delta Services reported that 91% of the time Operators either failed or refused to properly secure the wheeled mobility device

*Operators applied 4 straps 29% of the time in the November 2007, and 80% of the time in the 2008 study


Page 12 of 67June 29, 2009

Internal Monitoring Program

Rob Sampson Senior Accessibility Coordinator

MBTA Department of System-Wide Accessibility


Page 13 of 67June 29, 2009

• Internal Access Monitoring Program staff:

– 17 monitors on staff: 9 Observers, 8 Testers

– Testers include monitors using mobility devices, service animals and monitors who have visual impairments

Project Overview


Page 14 of 67June 29, 2009

Project Overview

• Accessibility evaluated on all modes of the fixed-route system:– Bus, BRT (Silver Line) subway/light rail and

commuter rail– 60-70 bus/BRT trips per week

• 120 different routes monitored to date– 40-50 subway/light rail trips/week– 4-8 commuter rail trips/week– Trips are scheduled randomly and based on

customer complaints


Page 15 of 67June 29, 2009

Survey Forms/Content• Survey content (all modes)

– Basic trip information• Signage, external announcements, vehicle type

and number, operator badge # – Boarding/alighting

• Pre-boarding, kneeler, ramp/lift operation, bridge plate, mini-high, mobile lift, pulling to the curb, obstructed boarding, operator assistance, pass-by

– On board• Securements, stop announcements, priority

seating


Page 16 of 67June 29, 2009

Serious Violations• When serious violations are

encountered– Monitors interviewed; Office of Diversity

and Civil Rights (ODCR) oversees investigation; Operations investigates

– Findings reviewed and appropriate action taken


Page 17 of 67June 29, 2009

Data Collection and Reporting

A20 External Announcements at Boarding Locations

74.6%

17.8%

7.7%YesNo

No Response

Legend


Page 18 of 67June 29, 2009

Data Collection and Reporting

C28. Bus pulls too far from curb to properly deploy ramp/lift

3.6%

85.8%

10.7% Yes

No

No Response

Legend


Page 19 of 67June 29, 2009

Design and Construction Projects

Mike Festa Accessibility Specialist

MBTA Department of System-Wide Accessibility


Page 20 of 67June 29, 2009

Design & Construction Approval Process

• All project design levels are reviewed and approved by SWA– 30%, 60%, 90% & 100% phases– Accessibility specific comments are forwarded to

Project Managers• SWA reviews construction plans to ensure

accessibility features are completed before the opening of the station

• Performs site inspections at various stages of construction


Page 21 of 67June 29, 2009

Q and A


Page 22 of 67June 29, 2009

Elevator Performance & Replacement Elevators

Laura Brelsford Accessibility Coordinator

MBTA System-Wide Accessibility


Page 23 of 67June 29, 2009

Elevator UptimeFiscal Year 2006-2008 Elevator Performance

97.8%

91.0%

98.9%

98.2%

99.7%99.4%

90.0%

91.0%

92.0%

93.0%

94.0%

95.0%

96.0%

97.0%

98.0%

99.0%

100.0%

July

Augus

tSep

tembe

r

Octobe

r

Novem

ber

Decem

ber

Janu

ary

Febr

uary

March

April

May

June

Month

Perc

ent U

ptim

e

FY2006

FY2007

FY2008

Legend


Page 24 of 67June 29, 2009

Elevator UptimeFiscal Year 2009 Elevator Performance

99.5% 99.5%99.5%

99.3%

99.7% 99.7%99.8%

99.7%99.7%99.7%

99.8%

99.0%

99.2%

99.4%

99.6%

99.8%

100.0%

July

Augus

tSep

tembe

r

Octob

er

Novem

ber

Decem

ber

Janu

ary

Febr

uary

March

April

May

June

Month

Perc

ent U

ptim

e

FY2009

Legend


Page 25 of 67June 29, 2009

Replacement Elevators• Prioritization Process• Elevators to be replaced

– Porter Sq.• 3 replacements

– Harvard, Park & Central• 3 replacements

– Tufts/NEMC and Andrew• 6 replacements

– Alewife, Quincy, Quincy Adams, Forest Hills & Ruggles

• 15 replacements


Page 26 of 67June 29, 2009

Wayfinding

Marggie Lackner Deputy Director of Design

MBTA Design and Construction Department


Page 27 of 67June 29, 2009

Project Overview• Maximize customer success in

navigating the MBTA system – Upgrade and standardize the MBTA

wayfinding standards and guidelines• Wayfinding work group

– Design & Construction, Operations and System-Wide Accessibility and outside consultant


Page 28 of 67June 29, 2009

• Standardize wayfinding throughout the MBTA system

• Focus on the customer journey– Identifying accessible path of travel– Orientation cues– Use of international symbols to address Limited English

Proficiency requirements and enhance wayfinding – Present clear, concise and standardized wayfinding

information – Include tactile/Braille directional signage and maps– Importance of station exit information and multi-modal

connections• Alewife Mock-up and Future Steps

Design Focus


Page 29 of 67June 29, 2009

Automated Fare Collection

Joe Kelley Deputy General Manager

MBTA System-wide Modernization


Page 30 of 67June 29, 2009

All Fare Gate Access

• On 12/9/08 the MBTA changed its policy requiring all reduced- fare customers to enter system only through reduced-fare gate

• Approximately 200,000 reduced-fare CharlieCard holders can now use any gate, including customers with:– Transportation Access Pass

(TAP) CharlieCard– Blind Access CharlieCard– Senior CharlieCard – THE RIDE CharlieCard


Page 31 of 67June 29, 2009

Major Customer Service Enhancement for Reduced-Fare Customers

• Provides ambulatory reduced-fare customers the convenience of using the nearest available gate

• Customers who are blind can go to any fare gate improving access especially for guide dog users


Page 32 of 67June 29, 2009

Paper CharlieTicket Accessibility

• Existing paper ticket lacks tactile identification for proper orientation

Proposed change under consideration includes punched hole for tactile orientation

• Allows customers with visual impairments independent use of the Charlie system with paper fare media


Page 33 of 67June 29, 2009

Next Generation Gate Design• Investigate the feasibility of the

following design changes:– Accessible gate

• CharlieCard target located on the inside surface of the entry chute

• Extend the exit chute and sensor distance from gate arms

• Relocate the existing CharlieCard target from the current location to the top gate surface

– Standard gate• Relocate the existing CharlieCard target from

the current location to the top gate surface


Page 34 of 67June 29, 2009

Q and A


Page 35 of 67June 29, 2009

MBTA Maintenance of Way Platform Gap Program

Bill Lally Division Engineer

Maintenance of Way Division MBTA System-wide Maintenance & Improvements


Page 36 of 67June 29, 2009

MBTA Maintenance of Way Platform Gap Program


Page 37 of 67June 29, 2009

Gaps are Influenced by a Number of Factors:

• Track and platform alignment

• Track curvature• Track wear and

settlement• Platform conditions• Vehicle suspensions• Wheel wear • Vehicle sway and roll


Page 38 of 67June 29, 2009

Maintenance of Way (MOW) Gap Program Goal

• The purpose of the MOW program will be to confirm and reset the fixed relationship between the Rapid Transit Lines (RTL) track and platforms to within desired design parameters

• The eventual goal is to use the “new station & new vehicle” standards at all RTL stations in the system relative to track/platform geometry through reconstruction and maintenance efforts


Page 39 of 67June 29, 2009

MOW Gap Program• Step 1

• Station platform edges and track will be surveyed with a total station for alignment and height at ± 20’ increments along the platform edges


Page 40 of 67June 29, 2009

MOW Gap Program

• Step 2A best-fit geometric alignment & profile for each component will be developed, compared and analyzed


Page 41 of 67June 29, 2009

MOW Gap Program

• Step 3Recommend the best course of action for out of compliance track/platform relationships:

• track relocation• platform modifications• a combination of both


Page 42 of 67June 29, 2009

Considerations

• Horizontal Clearances– Curved alignments within station areas do not

allow for consistent horizontal gaps along the platforms due to the straight vehicle bodies alongside the curved platform

• Limited Access– Gap surveys and correction work can be

completed only during off-revenue service hours, 2AM – 5AM

• Direct Fixation vs. Ballasted Tracks


Page 43 of 67June 29, 2009

Considerations – Track Structure

• Direct fixation


Page 44 of 67June 29, 2009

Considerations – Track Structure

• Ballasted Track


Page 45 of 67June 29, 2009

Options for Reducing Gaps

• Relocate tracks where possible

• Raise/lower tracks where possible

• Grinding of platform edge

• Building platform out


Page 46 of 67June 29, 2009

Gap Monitoring & Reporting

• Re-established rail/platform alignment will be monitored annually with a pit gauge. If showing signs of out of tolerance rail to platform measurements, it will be re-surveyed and adjusted – A method of securing realigned rail to the platform

to prevent movement is being investigated• As corrective actions are completed, vehicles

showing out of tolerance gaps during quarterly station inspections will be reported to appropriate fleet maintenance departments for suspension and wheel adjustments


Page 47 of 67June 29, 2009

Gap Monitoring & ReportingSubway Gap

Survey and Improvement

2219

12

5348

44

24

1612 10

38

118 8

27

5 4 2

11

116

0

20

40

60

80

100

120

140

Red Line Orange Line Blue Line Total

Line

Qua

ntity

Total StationsTotal PlatformsTotal Platforms SurveyedTotal In-ProcessTotal Compliant

Legend


Page 48 of 67June 29, 2009

Vehicle Engineering

Chris Hart Director of Urban and Transit Projects Institute for Human Centered Design

Jeff Gonneville Director of Vehicle Engineering

MBTA Operations


Page 49 of 67June 29, 2009

Status Update

System-Wide Accessibility - Vehicle Engineering

June 29, 2009

Orange Line Red Line


Page 50 of 67June 29, 2009

Ad Hoc Committee• Ad Hoc Advisory Committee made up of Plaintiffs,

BCIL, GBLS, AACT, T ROC, Boston Self Help, MA Commission for the Blind and System-Wide Accessibility staff

• Met bi-weekly from Fall 2008 to February 2009

• Developed accessibility specification recommendations to ensure that future rail vehicles draw upon the best designs found globally

• Given the budget realities and long lead times on vehicle procurement, it will be many years before rail vehicles arrive on property


Page 51 of 67June 29, 2009

• Features such as:– Doors and Doorways– Gap between platform edge and vehicle floor– Accessible Seating areas for wheeled mobility

users and ambulatory passengers– Stanchion and Handrails– Onboard and External Audio and Visual

Messaging– Onboard and External Lighting– Interior Noise Level Reduction– Emergency Intercom and Brake; Emergency

Lighting and Emergency Evacuation of Vehicle

Technical Accessibility Specifications Future Subway Vehicles


Page 52 of 67June 29, 2009

• Draft technical accessibility specification recommendations completed– Continue work on final specification to ensure

MBTA is ready whenever vehicle funding is available

– Reconvene Ad Hoc Committee Spring 2009 to work on Green Line vehicle specifications

• Continue to canvass the industry for accessibility improvements, solutions and innovations

Moving Forward


Page 53 of 67June 29, 2009

Emergency Preparedness

Cindy Gallo Director

MBTA Safety Department &

Laura Brelsford Accessibility Coordinator

MBTA System-Wide Accessibility


Page 54 of 67June 29, 2009

Overall Strategy Development • Evacuation Procedures

– Throughout 2009, SWA will be working with Safety and Operations Control Center to review all current policies and procedures regarding the evacuation of customers

– Evaluate and procure emergency evacuation equipment

• Develop revised policies and procedures and training modules


Page 55 of 67June 29, 2009

Emergency Evacuation Equipment• Evacuation Chairs

– Evaluation of four chair types and two manufacturers

– Features of Stryker Chair• Lightweight and compact• Designed to go up and down stairs with assistance of

1-2 people• 500 lb. capacity

– Submitted grant to purchase 506 chairs– To be placed on subway and commuter rail cars,

as well as MBTA stations and office buildings


Page 56 of 67June 29, 2009

Emergency Evacuation Equipment

• Electric Carts– Designed with input from Operations and

MBTA Police– Design includes securements for

evacuation chairs and wheeled mobility devices

– For deployment in subway tunnels


Page 57 of 67June 29, 2009

Customer Complaint Process

Kathy Cox Manager of Fixed-Route Services

MBTA Department of System-Wide Accessibility &

June Castle Civil Rights Investigator

MBTA Office of Diversity & Civil Rights


Page 58 of 67June 29, 2009

Accessibility-Related Complaint Process• Customer Support Services Center (CSSC)

– Receives complaint– Enters in “HEAT” database and assigns a ticket number– Forwards complaint to Operations’ frontline supervisor

and/or Office of Diversity and Civil Rights, SWA copied on all accessibility related complaints

• Department of System-Wide Accessibility (SWA)– Reviews, analyzes and forwards for investigation and

response:• Major Civil Rights complaints to Office of Diversity and Civil

Rights (ODCR) • Other accessibility-related complaints to Operations Oversight

Team member


Page 59 of 67June 29, 2009

Operations Investigation Process• Operations Accessibility-Related Complaint Oversight

Team members work with front line bus and subway supervisors/superintendents

• Request employee(s) statements and videos • Contact customer if more information required• Interview employee

– No cause– Training– Discipline

• Area “closes loop”, i.e. forwards information that complaint was investigated and appropriate action was taken to CSSC for inclusion in HEAT database

• Customer contacts CSSC for update


Page 60 of 67June 29, 2009

ODCR Investigation Process

• Civil Rights investigators contact customer or monitor for interview

• Contact bus garage or Subway Superintendent and requests employee statements and videos of the incident

• Interview the employee(s) and drafts Findings and Recommendations


Page 61 of 67June 29, 2009

• Findings are reviewed by AD and by Advisory Group

• Findings that result in cause finding referred to senior management Discipline Committee for discipline determination

• Parties are notified• Customer complaint findings

forwarded to CSSC for inclusion in HEAT database

ODCR Investigation Process


Page 62 of 67June 29, 2009

ODCR - Sample Grid Monitor Complaints

Date Opened Complainant Complaint Finding Discipline

7/30/2008 Monitor Failure to Board

Failed to Board

Yes

8/21/2008 Monitor Failure to Secure

Failed to Secure

Yes

9/25/2008 Monitor Failure to Secure

Failed to Secure

Yes


No Cause N/A (Not applicable)


No Cause Yes


Page 63 of 67June 29, 2009

ODCR - Sample Grid Customer Complaints

Date Opened Complainant Complaint Finding Discipline9/22/2008 Customer Failure to Board Failed to

BoardYes

10/5/2008 Customer Failure to Secure

Refer to Area

Yes

11/5/2008 Customer Harassment/ Disability

No Cause N/A - Not applicable

3/9/2009 Customer Discrimination/Disability

RecommendTraining

N/A

4/24/09 Customer Failure to Board Cause Yes


Page 64 of 67June 29, 2009

“Accessibility at the T” and on the Web!

Larry Haile Transit Subject Matter Expert


Page 65 of 67June 29, 2009

Webpage Makeover: Accessibility at the T “Portal”

• One-stop shopping for accessibility information– Centralized, convenient and accessible

• Customer Benefits– “How-to” access guide detailing accessibility

features across modes – Service alerts– Current station accessibility; construction

updates– Future accessibility enhancements – coming

attractions


Page 66 of 67June 29, 2009


Page 67 of 67June 29, 2009

Q and A

Documents

Massachusetts Bay Transportation Authority Bay Transportation Authority June 29, 2009 Page 2 of 67 “…This agreement is based on a shared vision between plaintiffs and the MBTA