There are clocks at every Metro entrance? They must mean at every station attendant booth, because I can't think of a single entrance (i.e., the escalators) that have a clock at them.

by tom veil on Feb 4, 2009 9:03 am • link • report

David,

Yesterday, I rode to work on a 6000-series car that had the grey vinyl floor. I am on board with the new floor as a cost effectiveness measure. However, the light grey color was ugly and un-Metrolike. Is there another option for vinyl floor color? Maybe a charcoal grey or a deep brick red? Maybe a midnight blue?

Also, I saw a 6000-series car with the newer fabric seat covers. Once again, it makes sense as a cost effectiveness measure. The solid navy blue seat covers were kind of stylish. They fit with the look and feel of the Metro. However, the ones with the orange scribbles on them are ugly. They are ugly on the buses and are even worse on the train. They don't look dignified, simple, and stylish like the Metro system as a whole.

Perhaps maintaining the look and feel of the Metro system as it modernizes its train cars could a topic the RAC focuses on.

Cavan

by Cavan on Feb 4, 2009 9:31 am • link • report

Here's my partial laundry list:

Give bus riders the capability to access their smart benefits. Currently, we have to go down into the metro to do so (I hardly ride metrorail).

I prefer the cross-wise seats, as opposed to the long vertical ones at the front. While a few should remain available for people who have difficulty getting on and off, the crosswise seats are more comfortable, and you don't have to give your abs a workout as the bus round corners. It's harder to stay in place in the long seats.

The changing of the guard/drivers often takes a long time and ads to the commute time. This is pretty low down on the priority list, though.

And of course the number one issue with metrobus is reliability. Outside of giving drivers the ability to push lights, though, at this point, I for one don't know what you can do to improve it. Others who work in this field hopefully do.

by Jazzy on Feb 4, 2009 10:08 am • link • report

Since the start of 2009, the frequency of yellow line trains during morning rush hour has dropped by at least five minutes, bringing at least two or three blue line trains through the station for every yellow. I don't know how much say over that you'll have, but waiting 11 minutes when trying to get to work is definitely a customer service issue.

Also, as far as "real time information" goes, I've noticed that the new wmata.com trip planner provides incorrect train arrival times - I've found consistently that trains arrive at least three minutes before the time displayed in search results.

by Angelica on Feb 4, 2009 10:14 am • link • report

David, congratulations on being named to the RAC.

A couple of things come to mind. The simpler one is for Metro to really think about WHEN it does system maintenance. I can't tell you the number of times when personnel are cleaning floors, replacing advertising signs, even emptying the trash when stations are full of people during rush hour. They create inconvenient and potentially unsafe conditions for their own convenience, seemingly without regard to need or the needs of their passengers. Just shifting these routine tasks by a few hours should be a relatively simple fix.

More substantively, I'm concerned about Metro's service at "shoulder" times just before and after rush hour. For example, Orange Line headways instantly change from every 6 minutes to every 12 minutes at 9:30 a.m. and 7:00 p.m. Needless to say, ridership isn't instantly cut in half at these times, but gradually decreases.

This is symptomatic of Metro's seeming inability to think of mid-level service. For example, Metro's options for legal holidays such as Veterans Day seem to be only "normal weekday service" or "normal Saturday service." Why can't they run something in between, such as Saturday service with extra trains at peak times or 9-minute headways instead of 6- or 12-?

Best of luck on the RAC!

by Adam on Feb 4, 2009 10:40 am • link • report

congrats, david - and good luck at the RAC meeting.

i'm curious to know what happened to the real-time information displays for buses that used to adorn some of the bus shelters (such as at the corner of Connecticut & K). the posters on the shelters advertising them are extant, but the displays themselves are gone. i don't know if the ever really worked, to be honest.

by jenny on Feb 4, 2009 10:59 am • link • report

David, congrats again, and a general recommendation: Spend some time building relationships with (getting to know, ingratiating yourself with, etc.) the other RAC members and, to the extent possible, the WMATA board of directors and staff. You are serving in a public capacity now -- you're no longer just a private advocate -- and boring as it may sound, having strong working relationships with your colleagues will make you more effective in getting things done.

Re: service standards, I'd like to raise the issue of information at stations. I wish they had the displays with "next train" at the top of escalators rather than just at the bottom, outside of stations rather than just inside, etc. Even if it doesn't actually increase ridership, it'll make people feel more informed and thus feel better about Metro.

The same thinking applies to my wish for recorded station announcements on trains. A recorded voice, unlike the driver's, would always be clear, never mumbled, wouldn't have background noise, and would be consistent (the announcement for each station would always be the same, allowing you to get used to it, so you can identify it from cues even if you can't hear the complete announcement on a noisy train). Buses currently have recorded announcements for major stops; I'd to know if the same can be done for rail.

by Gavin Baker on Feb 4, 2009 11:11 am • link • report

* Provide clear info on the reasons of delays, both electronically, and audibly. Provide alternate route info (especially in metro downtown). Get all this info on a *simple* website that loads easily on mobile devices (text -only).

* Send bus drivers on a 'defensive driving' course. In line with this, stop bus engines when stationing at a station, and shut down heating or cooling when doors are open. These measures will lead to more comfort for drivers, but more importantly, it can save gas, money and the environment. Nobody likes drivers that pump the breaks, or buses that run for 10 minutes while standing at a terminal bus stop.

* When giving audible instructions, please stop barking at your customers. The new audio-installations many stations help. But bus drivers still need some help.

* (Unrealistic) Please reconsider the metro colors of boring brown and gruesome grey. Perhaps something lighter and happier would be in order.

by Jasper on Feb 4, 2009 11:38 am • link • report

Re: restrooms, the woman who manages Rosslyn many evenings is notorious for not allowing people to use the restroom (including, not only me, but several of my friends on different occasions). When asked, the same woman always says, "McDonalds".

Actually, she used to say "Burger King" until it was torn down. At least we can be comforted that there was *some* change.

I wrote an email to metro customer service about her (she had a terrible attitude in addition to the issue itself), and I received a surprisingly personal and apologetic response. Alas, nothing has changed, though.

by Joey on Feb 4, 2009 11:42 am • link • report

I haven't researched how RAC works, or if you are at large. If you are, then please solicit a ton more input from riders east of the river, outside of this blog.

by Jazzy on Feb 4, 2009 12:05 pm • link • report

Jazzy: Right now, RAC members aren't obligated or even really expected to solicit feedback from anyone. They don't "represent" a population like a legislator does; they are just a diverse group of riders picked by WMATA to give their advisory opinions on items.

We don't get many presentations ahead of time, such as the Customer Service Delivery Standards, which means there's no opportunity for others to give feedback. Most members, I believe, primarily give their personal opinions and maybe hear feedback from a few friends or family.

I'm trying to change that, by asking people for feedback on this blog. I'd love to hear from people in all parts of the region, even though I'm not at large. And I hope that other RAC members will reach out through community email lists, local meetings, or other means to hear from riders.

by David Alpert on Feb 4, 2009 12:42 pm • link • report

I've been concerned that WMATA's approach to upgrading service is to do "a line at a time". This doesn't take into account the dupication of service when two lines serve nearby areas.

I'm also amazed at their meager means of gathering survey data. Surveying bus riders on a particular line and holding public meetings is far from sufficient. The most important group to survey are would-be riders who don't ride because they have issues. THOSE are the issues that, if corrected, would grow ridership. Suggest surveying at large non-Metro destinations such as zoo, schools, grocery stores, post offices.

by Lou DC on Feb 4, 2009 12:45 pm • link • report

The Metro. Council of Governments surveys riders all the time. I have no idea what they do with their data.

by Jazzy on Feb 4, 2009 1:00 pm • link • report

Under multi-modal, specifically bike access.

1. There should be signs directing cyclists to parking as they enter the station area on the 'Most likely' routes.

2. There should be adequate, covered bike parking for most possible needs.

3. There should never be a waiting list for bike lockers. If there is, build more lockers, raise fees to pay for them if you have to, but by all means provide what is needed.

4. Automate the bicycle locker rental system - this means online. Right now, you have to call a number and a week later someone writes you an email response. It should be more like zipcar (available lockers, waiting list length etc.. for every station). Pay online with a credit card.

5. Consider bike lockers by the hour - like Bike Link

http://www.streetfilms.org/archives/secure-bike-parking-just-cents-per-hour/

To fill the gap.

6. New cars should include bike storage areas.

7. All new stairs should have bike channels.

by David C on Feb 4, 2009 1:45 pm • link • report