Massachusetts Bay Transportation Authority
Page 1 of 67June 29, 2009
Accessibility at the MBTAPublic MeetingJune 29, 2009
Massachusetts Bay Transportation Authority
Page 2 of 67June 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
Massachusetts Bay Transportation Authority
Page 3 of 67June 29, 2009
• 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
Massachusetts Bay Transportation Authority
Page 4 of 67June 29, 2009
– 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
Massachusetts Bay Transportation Authority
Illegally Parked Vehicles
Deputy Chief O’Connor MBTA Transit PoliceMBTA Transit Police
Page 5 of 67June 29, 2009
Massachusetts Bay Transportation Authority
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 6 of 67June 29, 2009
Massachusetts Bay Transportation Authority
Page 8 of 67June 29, 2009
Training and Impact on Customer Service
Sue Lebbossiere Superintendent of Training
MBTA Bus Operations
Massachusetts Bay Transportation Authority
Page 9 of 67June 29, 2009
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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 2 straps 62 11% 34% <23%
Driver uses 3 straps 34 6% 14% <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
Massachusetts Bay Transportation Authority
Page 12 of 67June 29, 2009
Internal Monitoring Program
Rob Sampson Senior Accessibility Coordinator
MBTA Department of System-Wide Accessibility
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
Page 19 of 67June 29, 2009
Design and Construction Projects
Mike Festa Accessibility Specialist
MBTA Department of System-Wide Accessibility
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
Page 22 of 67June 29, 2009
Elevator Performance & Replacement Elevators
Laura Brelsford Accessibility Coordinator
MBTA System-Wide Accessibility
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
Page 26 of 67June 29, 2009
Wayfinding
Marggie Lackner Deputy Director of Design
MBTA Design and Construction Department
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
Page 29 of 67June 29, 2009
Automated Fare Collection
Joe Kelley Deputy General Manager
MBTA System-wide Modernization
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
Page 36 of 67June 29, 2009
MBTA Maintenance of Way Platform Gap Program
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
Page 43 of 67June 29, 2009
Considerations – Track Structure
• Direct fixation
Massachusetts Bay Transportation Authority
Page 44 of 67June 29, 2009
Considerations – Track Structure
• Ballasted Track
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
Page 49 of 67June 29, 2009
Status Update
System-Wide Accessibility - Vehicle Engineering
June 29, 2009
Orange Line Red Line
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
Page 53 of 67June 29, 2009
Emergency Preparedness
Cindy Gallo Director
MBTA Safety Department &
Laura Brelsford Accessibility Coordinator
MBTA System-Wide Accessibility
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
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
10/14/2008 Monitor Failure to Board
No Cause N/A (Not applicable)
3/5/2009 Monitor Failure to Board
No Cause Yes
Massachusetts Bay Transportation Authority
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
Massachusetts Bay Transportation Authority
Page 64 of 67June 29, 2009
“Accessibility at the T” and on the Web!
Larry Haile Transit Subject Matter Expert
Massachusetts Bay Transportation Authority
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