Memorandum for the Record
Access Advisory Committee to the Massachusetts Bay Transportation
Authority (AACT) Membership Minutes
Wednesday,
November 15, 2017, Meeting
1:00 PM – 2:50 PM, State
Transportation Building, Suite 2150,
10 Park Plaza, Boston
Voice: 857.702.3658; Fax: 617.570.9192; TDD: 617.570.9193; E-mail:
AACT@ctps.org
Board of Directors:
Chair – James F. White
Vice Chair – Lisa Weber
Executive Board
James
Tozza
Nadine
Jones
Mary Ann Murray
Beverly Ann Rock
Attendees
Lisa Weber
James Tozza
Nadine Jones
Marcia Brennan
Angela Manerson
Jennifer S. Workman
Mary Davis
Nadine Jones
David Vieira
Dee Whittlesy
Joyce Kilgoe
Tom Gilbert
Christen Daniels
Marcy Segelman
Stephen Theberge
Debbie Weathers
Reggie Clark
MBTA Staff
Carol Joyce-Harrington
Mike Hulak
Rob Sampson
Nathan Larson
Vendor Staff
Steve Epps
Victor Herrera
Kevin MacDonald
Elizabeth Hickey
Ray Croteau
Other
Patricia Mendez
Nicole Chandler
October
25, 2017, minutes were unanimously approved.
Vice Chair Weber, standing in for the Chair, stated
the following:
•
The RIDE Task Force
visited TRAC on November 14, 2017. She found the experience informative, and
stated she would give further details if members were interested.
Nathan Larson from the MBTA Office for Transportation Access
provided information on the upcoming pilot.
He
stated the following:
•
RIDE customers can sign
up for UBER or LYFT access. Customers with smartphones can use the app;
customers without smartphones can contact the call center as an alternative.
•
One of the original
goals of the pilot was to improve customer flexibility and mobility. This has
been achieved.
•
Some RIDE users have
expressed that the pilot has provided better service than THE RIDE; others have
reported issues.
•
As of October, there
were approximately 800 active users who generated more than 8,000 trips. The
average cost of each trip is approximately $17 to $18. This is an increase from
September, in large part due to increasing the subsidy from $13 to $40. The
subsidy was increased to encourage riders to take longer trips; fewer long
trips with traditional RIDE service will potentially make the service more
efficient.
•
Customers can use UBER
Pool, which will pick up other passengers along the way. This service costs
less. Twenty percent of customers used this service in October, which is a
decline from September.
•
The average trip cost paid per user has declined to
approximately $2. Eventually, this will be increased to $5.25, which is on par
with traditional RIDE service. This will help with cost savings for THE RIDE.
•
In September, cost analysis showed two percent
savings to THE RIDE; in October, cost analysis showed negative four percent
savings. The program will need to be altered to either provide savings or
result in a net neutral impact; this would make the pilot more financially
feasible.
He
then asked for questions.
L. Weber
commented that on-demand trips are not comparable to scheduled trips. She noted
that there has been a discussion about how certain trips may lend themselves
better to on-demand service, such as events with uncertain end times.
J. Tozza asked
whether there is a telephone number to call with questions regarding this
pilot. N. Larson replied that if the
question relates to UBER or LYFT, they have their own customer support lines.
If customers find support from UBER or LYFT difficult, they can notify MBTA
Office for Transportation Access (OTA) at ridepilots@mbta.com.
M. Davis
asked for clarification about how much customers pay per UBER or LYFT trip. N. Larson replied that customers pay the
first two dollars of the trip, and the MBTA will subsidize the next $40;
anything over that $40 will be paid by the customer. Customers will need to
provide a credit or debit card when signing up for UBER or LYFT.
A. Manerson
asked what happens if a customer’s credit card is maxed out. M. Hulak replied that the app will
prevent them from booking a trip.
D. Vieira
asked if customers can sign up with both providers. N. Larson replied customers can only choose one service, though
there is currently an exception for persons with mobility device users.
R. Clark stressed
the importance of training taxi drivers.
C.J. Harrington
noted that trips taken with UBER, LYFT, or the taxi subsidy pilot are non-ADA
trips, and customers may not receive the assistance provided by RIDE drivers.
M. Hulak
stated that taxi drivers need training, but customers should not expect the
level of training given to RIDE drivers.
T. Gilbert suggested
using the Green Cab company in Somerville, noting their quality service. CJ Harrington stated there is a request
for proposal (RFP) out for the taxi pilot. M.
Hulak added that companies can
sign up on the MBTA website to receive the RFP.
M. Davis asked
if the Wheelchair Accessibility Vehicle (WAV) program has started. N. Larson replied that it has.
Rob Sampson, Manager
for System-Wide Accessibility, stated the following:
•
On December 6, Judge
King will host his biannual public meeting. There will be an update on the
settlement agreement, and MBTA staff will be present.
He
then asked for questions.
R. Clark described
an incident in which a Green Line driver shut the door before he could exit,
resulting in needing to backtrack from the next station. R. Sampson said he would investigate.
S. Theberge stated
that automated announcements are often obscured by background noise, such as
musicians. He added that he would prefer announcements that are too loud than
quiet. R. Sampson said that the
automated announcements have a set decibel level, which the maintenance team
tests regularly. He added that in-station performers are supposed to stop
playing as trains approach and announcements begin.
T. Gilbert stated
that badge number announcements on buses are frequently cut short, preventing
individuals from hearing the number. He noted that the announcements were not
interrupted by stop announcements. R.
Sampson explained that if a badge announcement is cut off, it should be
reported to the Customer Service line. MBTA Operations Technology department
indicated that manual announcements could cut off badge announcements;
complaints can help determine the cause of these interruptions.
J. Tozza reported
that signage at Park Street station is out of date. He asked if these will be
updated. R. Sampson stated there is a
plan to update signage at Park Street, though he is unsure of its current
status. He added that wayfinding signage is of high priority, and asked that
MBTA users report these issues.
D. Weathers
stated that bus passengers frequently stand in the front of buses when there is
room in the back, inhibiting other passengers’ entrance. She asked if drivers
are trained to ask passengers to move further into the buses. R. Sampson stated that drivers should
ask passengers to move further into the bus. Complaints about this issue will
be investigated.
M. Davis
stated that in previous years, drivers would instruct passengers to move to the
back of the bus to clear space for boarding passengers. Vice Chair Weber asked what if the MBTA had a policy regarding this
issue. R. Sampson stated this is
included in training, though he was unsure if this was policy.
A. Manerson
stated that complaints lodged during AACT meeting should be treated with equal
importance as those filed through the customer service line. R. Sampson stated that they are.
D. Vieira
described multiple incidents in which bus passengers have blocked access to
rear seating with their possessions, including baby strollers. He added that a
bus driver acted unprofessionally when he raised this issue. He added there
should be posted restrictions on what is allowed, thus removing the onus from
the driver. L. Weber stated the new
buses should ease this issue, as they have designated areas for strollers.
Mike Hulak, Manager of
Paratransit Contract Operations, submitted
the OTA report and stated the following:
•
THE RIDE customers can
still enroll in the program through www.mbta.com/paratransitpilot.
•
He reminded AACT
members that checks and money orders for THE RIDE should be sent to the new
address: MBTA THE RIDE, PO Box 847091, Boston, MA, 02284-7091. Customers should
note their ID number on checks and money orders. Funds can also be added in
person at the Charlie Store in Downtown Crossing, the 888.844.0355 phone
number, and the MBTA website.
He
then asked for questions.
A. Manerson asked
if RIDE customers can still check their account balance. M. Hulak stated this has not changed; customers can call OTA at 617.222.5123
or speak to a reservationist.
J. Tozza asked
how to contact OTA with concerns. M.
Hulak stated that theride@mbta.com is
the general mailbox.
Elizabeth Hickey, Manager, Diversity, Inclusion & Title VI, stated the following:
•
She explained that
there is a temporary mini-high platform at Mansfield station during
construction.
•
New Commuter Rail
schedules for the Providence, Worcester, Haverhill, and Lowell lines will go
into effect on November 20, 2017. Severe weather information is more readable
on the new schedules.
She then asked for questions.
R. Clark stated
that the South Station platforms should have railing. E. Hickey stated this will be part of the upcoming South Station
construction, though there is not a specific timeline.
A. Manerson
commended Commuter Rail alerts and conductors. She asked about an alert she
received regarding Beverly. E. Hickey stated
there was busing, which has ceased.
S. Theberge
expressed his appreciation of the passenger assistants at South Station. E. Hickey added that they can be found
at the information booth. Passenger assistants will walk customers to their
train.
J. Tozza
asked if Keolis has investigated the stairs at the Natick Center station. E. Hickey stated that many stairs on the
Commuter Rail network need improvement. She is unsure when improvements will
begin.
Steve Epps, Director of Transportation,
distributed his report and announced a PAT class on
November 17, 2017. Those interested should contact the AACT coordinator.
He then asked for questions.
A. Manerson stated that she
received a phone call from dispatch during a transfer stating they were waiting
for her; normally, transfers are handled between dispatchers. M. Hulak stated
this was done in error. He asked that R. Croteau, General Manager, Global
Contact Services, investigate the issue.
Kevin MacDonald, Project
Manager, distributed his report and announced a PAT class on December 5,
2017.
He
then asked for questions.
D. Weathers
asked for clarification on THE RIDE’s policy regarding drivers assisting
customers with mobility devices on stairs. K.
MacDonald stated the policy
dictates that drivers can only help passengers down one step or curb. Beyond
this distance, the driver should be beside them and ready to assist if an
accident occurs. M. Hulak stated that
this is a long-standing policy.
Victor Herrera, Operations Manager, distributed his report and announced a PAT class
on December 6, 2017.
He then
asked for questions.
J. S. Workman suggested
that some drivers be re-trained on PCAs. She described an incident in which a personal
care attendant (PCA) stayed on a RIDE vehicle after their client was dropped
off; the PCA exited the vehicle with another RIDE customer who had a different
PCA on the vehicle. V. Herrera stated
he will address this with the driver.
Ray Croteau, General Manager, Global Contact Services, distributed his report and asked
for questions.
J. Tozza reported
that he did not receive an automated call when his RIDE vehicle was en route.
He called dispatch, who informed him that the vehicle would arrive at 11:15 AM.
The driver arrived at 11:00 AM, and informed Mr. Tozza that many of his
passengers had not received automated calls. R. Croteau explained how the system normally operates. When a
driver is 15 minutes or one mile away from a RIDE customer, the driver’s
automatic vehicle locator (AVL) sends a message to TRAC; in turn, TRAC calls
the RIDE customer. Because Mr. Tozza’s driver experienced this multiple times
in the same day, it is likely an issue with their AVL, though it could be a
different connection issue. He will need to investigate the issue. M. Hulak stated the automated call is a
courtesy, but RIDE customers should still be ready at the time of their
scheduled pick-up.
J. Kilgoe explained
that she called dispatch to cancel her RIDE trip; however, the dispatcher never
cancelled the trip. R. Croteau stated
dispatchers should cancel trips while on the phone with the customer. He will
investigate the situation. M. Hulak suggested
that if customers are cancelling a trip at least one hour before their scheduled
pick-up, they should use the automated phone line; if customers call less than
an hour before their pick-up, they will need to speak to a dispatcher.
J. S. Workman said
that the automated phone line does not have her correct date of birth; she added
that her secondary number is incorrect. M.
Hulak stated he would update her information.
A. Manerson reported
that some passengers are listed as no-shows before a significant effort is made
to locate them.
J. Kilgoe
described an incident in which a driver informed her that he had arrived, but he
had left by the time she exited her fourth floor home. She expressed that the
driver could not have called dispatch in the time it took her to exit her home.
R. Croteau stated that dispatchers
have been trained to contact customers and inform drivers if they will need
some time to reach the vehicle.
S. Theberge asked if there is a
wayfinding app for MBTA stations. R. Sampson suggested the BlindWays
app, which uses crowdsourcing to pinpoint the locations of bus stops.
Currently, there is no app that offers wayfinding within stations; however the
MBTA is testing an indoor navigation system called PERCEPT. This was tested at
Arlington station several years ago; North Station will be the next test location.
PERCEPT offers directions from the entrances to the platforms.
R. Clark stated that the recent
Park Street to Kendall shuttles were operated by Yankee Bus; he was surprised
that MBTA buses weren’t used. R. Sampson stated that due to multiple
State of Good Repair projects, the MBTA needs to contract out shuttle services.
P. Mendez asked how MBTA riders
can learn about upcoming work on elevators. R. Sampson stated that all
elevators at Tufts Medical Center are being replaced; this will be completed in
May. This information was put on the MBTA website and signage throughout the
Orange Line system. For long-term closures, the MBTA makes this information
available several weeks prior to closures; for short-term closures, this
information is available a week in advance.
There were none.
None were presented.
The AACT Executive Board meets on the fourth Wednesday of each month, except when noted, from 10:00 AM to 12:00 PM (noon). The Membership meeting follows immediately from 1:00 PM to 3:00 PM.
Notices of AACT meetings are posted on the MBTA website at www.mbta.com/about_the_mbta/public_meetings/. Visit the Boston Region Metropolitan Planning Organization’s (MPO) calendar page at www.bostonmpo.org/calendar/month to find AACT agendas, meeting minutes, and past meeting minutes. For more on AACT, see the Memorandum of Understanding (MOU) between the MBTA and AACT, the AACT Bylaws, and ADA regulations at www.mbta.com/aact.
Also, find articles about topics discussed at AACT meetings in the MPO’s newsletter, TRANSREPORT, at www.bostonmpo.org/transreport. For more information on accessibility at the MBTA, please visit www.mbta.com/accessibility.
Comments and questions concerning AACT should be directed to Chair James White by contacting the AACT Coordinator, Ms. Janie Guion, at 857.702.3658 (voice), 617.570.9193 (TTY), AACT@ctps.org (email), or c/o CTPS, 10 Park Plaza, Suite 2150, Boston, MA 02116 (US mail).
The AACT meeting location is accessible to people with disabilities and is near public transportation. Upon request (preferably two weeks in advance of the meeting), every effort will be made to provide accommodations such as assistive listening devices, materials in accessible formats, and in languages other than English, and interpreters in American Sign Language and other languages.
The MBTA Custom Call Center at 10 Park Plaza is closed. Please visit the MBTA website at www.mbta.com/customer_support/feedback/ to submit your comments, concerns, and inquiries.
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