Accessibility at the MBTA
Public Meeting
June 29, 2009
Massachusetts Bay Transportation Authority
“…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 Agreement
April 2006
June 29, 2009
Page 2 of 67
Massachusetts Bay Transportation Authority
Agenda
• Welcome and Introduction
– System-Wide Accessibility:
– Boston Center for Independent Living:
– Independent Monitor:
– MBTA Customer and Advocate:
Gary Talbot
Bill Henning
Judge King
Donald Summerfield
10 min
• Updates
– Illegally Parked Vehicles:
– Training; Impact on Customer Service:
– Internal Monitoring Program:
– Design & Construction Projects:
Deputy Chief O'Connor
Sue Lebbossiere
Rob Sampson
Mike Festa
5 min
7 min
7 min
3 min
• Q and A
– Elevator Uptime/Replacements:
– Wayfinding:
– Automated Fare Collection:
June 29, 2009
Laura Brelsford
Marggie Lackner
Joe Kelley
10 min
3 min
7 min
5 min
Page 3 of 67
Massachusetts Bay Transportation Authority
Agenda
– Rail Vehicle/Platform Gaps:
Bill Lally
7 min
• Q and A
10 min
–
–
–
–
5 min
7 min
10 min
2 min
Rail Vehicle Design:
Jeff Gonneville/Chris Hart
Emergency Preparedness: Cindy Gallo/Laura Brelsford
Customer Complaint Process: Kathy Cox/June Castle
“Accessibility at the T” and on the Web: Larry Haile
• Q and A
• Closing Thoughts and Comments:
June 29, 2009
10 min
Judge King/Gary Talbot
Page 4 of 67
Massachusetts Bay Transportation Authority
Illegally Parked Vehicles
Deputy Chief O’Connor
MBTA Transit Police
June 29, 2009
Page 5 of 67
Massachusetts Bay Transportation Authority
 Posters announcing new fine
 $100 fine
 Transit Police can now ticket in
bus stops in MBTA service area

Enforcement designed to
provide better access to MBTA
vehicles

MBTA Police and Operations
working together to identify most
frequently blocked bus stops
 To date, 479 tickets issued
June 29, 2009
Page 6 of 67
Massachusetts Bay Transportation Authority
June 29, 2009
Page 7 of 67
Massachusetts Bay Transportation Authority
Training and Impact on
Customer Service
Sue Lebbossiere
Superintendent of Training
MBTA Bus Operations
June 29, 2009
Page 8 of 67
Massachusetts Bay Transportation Authority
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
June 29, 2009
Page 9 of 67
Massachusetts Bay Transportation Authority
Impact on Bus Service
Pulling to the Curb
Variable Description
# Responses
2008 %
2007 %
Change
* Pulls within 1 foot
Pulls in ahead or behind bus stop*
Bus too far from curb
Bus repositioned
Bus repositioning at passenger
request
482
32
29
50
9
81%
5%
5%
9%
18%
78%
9%
5%
8%
---
>3%
<4%
0
>1%
n/a
•
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
June 29, 2009
Page 10 of 67
Massachusetts Bay Transportation Authority
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%
469
80%
29%
>51%
7
1%
1%
0
* Driver uses 4 straps
Not observed
• 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
June 29, 2009
Page 11 of 67
Massachusetts Bay Transportation Authority
Internal Monitoring Program
Rob Sampson
Senior Accessibility Coordinator
MBTA Department of System-Wide
Accessibility
June 29, 2009
Page 12 of 67
Massachusetts Bay Transportation Authority
Project Overview
• 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
June 29, 2009
Page 13 of 67
Massachusetts Bay Transportation Authority
Project Overview
• Accessibility evaluated on all modes of the fixedroute 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
June 29, 2009
Page 14 of 67
Massachusetts Bay Transportation Authority
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
June 29, 2009
Page 15 of 67
Massachusetts Bay Transportation Authority
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
June 29, 2009
Page 16 of 67
Massachusetts Bay Transportation Authority
Data Collection and Reporting
A20 External Announcements at Boarding Locations
Legend
Yes
7.7%
17.8%
No
No Response
74.6%
June 29, 2009
Page 17 of 67
Massachusetts Bay Transportation Authority
Data Collection and Reporting
C28. Bus pulls too far from curb to properly deploy
ramp/lift
Legend
10.7%
Yes
3.6%
No
No Response
85.8%
June 29, 2009
Page 18 of 67
Massachusetts Bay Transportation Authority
Design and Construction Projects
Mike Festa
Accessibility Specialist
MBTA Department of System-Wide Accessibility
June 29, 2009
Page 19 of 67
Massachusetts Bay Transportation Authority
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
June 29, 2009
Page 20 of 67
Massachusetts Bay Transportation Authority
Q and A
June 29, 2009
Page 21 of 67
Massachusetts Bay Transportation Authority
Elevator Performance
& Replacement Elevators
Laura Brelsford
Accessibility Coordinator
MBTA System-Wide Accessibility
June 29, 2009
Page 22 of 67
Massachusetts Bay Transportation Authority
Elevator Uptime
Fiscal Year 2006-2008 Elevator Performance
100.0%
99.4%
99.7%
99.0%
98.9%
98.0%
98.2%
97.8%
96.0%
95.0%
Legend
94.0%
FY2006
FY2007
93.0%
FY2008
92.0%
91.0%
91.0%
e
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90.0%
Ju
l
Percent Uptime
97.0%
Month
June 29, 2009
Page 23 of 67
Massachusetts Bay Transportation Authority
Elevator Uptime
Fiscal Year 2009 Elevator Performance
100.0%
99.8%
99.8%
99.7%
99.8%
99.7%
99.7%
99.7%
99.6%
99.5%
99.5%
99.5%
Legend
99.4%
FY2009
99.3%
99.2%
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Ju
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M
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ep
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S
A
ug
u
y
st
99.0%
Ju
l
Percent Uptime
99.7%
Month
June 29, 2009
Page 24 of 67
Massachusetts Bay Transportation Authority
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
June 29, 2009
Page 25 of 67
Massachusetts Bay Transportation Authority
Wayfinding
Marggie Lackner
Deputy Director of Design
MBTA Design and Construction Department
June 29, 2009
Page 26 of 67
Massachusetts Bay Transportation Authority
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 SystemWide Accessibility and outside consultant
June 29, 2009
Page 27 of 67
Massachusetts Bay Transportation Authority
Design Focus
• 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 multimodal connections
• Alewife Mock-up and Future Steps
June 29, 2009
Page 28 of 67
Massachusetts Bay Transportation Authority
Automated Fare Collection
Joe Kelley
Deputy General Manager
MBTA System-wide Modernization
June 29, 2009
Page 29 of 67
Massachusetts Bay Transportation Authority
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
June 29, 2009
Page 30 of 67
Massachusetts Bay Transportation Authority
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
June 29, 2009
Page 31 of 67
Massachusetts Bay Transportation Authority
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
June 29, 2009
Page 32 of 67
Massachusetts Bay Transportation Authority
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
June 29, 2009
Page 33 of 67
Massachusetts Bay Transportation Authority
Q and A
June 29, 2009
Page 34 of 67
Massachusetts Bay Transportation Authority
MBTA Maintenance of Way
Platform Gap Program
Bill Lally
Division Engineer
Maintenance of Way Division
MBTA System-wide Maintenance & Improvements
June 29, 2009
Page 35 of 67
Massachusetts Bay Transportation Authority
MBTA Maintenance of Way Platform
Gap Program
June 29, 2009
Page 36 of 67
Massachusetts Bay Transportation Authority
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
June 29, 2009
Page 37 of 67
Massachusetts Bay Transportation Authority
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
June 29, 2009
Page 38 of 67
Massachusetts Bay Transportation Authority
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
June 29, 2009
Page 39 of 67
Massachusetts Bay Transportation Authority
MOW Gap Program
• Step 2
A best-fit geometric alignment & profile for each
component will be developed, compared and analyzed
June 29, 2009
Page 40 of 67
Massachusetts Bay Transportation Authority
MOW Gap Program
• Step 3
Recommend the best course of action for out of
compliance track/platform relationships:
• track relocation
• platform modifications
• a combination of both
June 29, 2009
Page 41 of 67
Massachusetts Bay Transportation Authority
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
June 29, 2009
Page 42 of 67
Massachusetts Bay Transportation Authority
Considerations – Track Structure
 Direct fixation
June 29, 2009
Page 43 of 67
Massachusetts Bay Transportation Authority
Considerations – Track Structure
 Ballasted Track
June 29, 2009
Page 44 of 67
Massachusetts Bay Transportation Authority
Options for Reducing Gaps
•
•
•
•
Relocate tracks where possible
Raise/lower tracks where possible
Grinding of platform edge
Building platform out
June 29, 2009
Page 45 of 67
Massachusetts Bay Transportation Authority
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
June 29, 2009
Page 46 of 67
Massachusetts Bay Transportation Authority
Gap Monitoring & Reporting
Subway Gap
Survey and Improvement
140
Legend
120
Total Stations
116
Total Platforms
Total Platforms Surveyed
Quantity
100
Total In-Process
Total Compliant
80
60
53
48
44
38
40
27
24
22
19
16
20
12
11
5
12
8
10
11
8
4
2
0
Red Line
Orange Line
Blue Line
Total
Line
June 29, 2009
Page 47 of 67
Massachusetts Bay Transportation Authority
Vehicle Engineering
Chris Hart
Director of Urban and Transit Projects
Institute for Human Centered Design
Jeff Gonneville
Director of Vehicle Engineering
MBTA Operations
June 29, 2009
Page 48 of 67
Massachusetts Bay Transportation Authority
System-Wide Accessibility - Vehicle Engineering
Status Update
June 29, 2009
Orange Line
June 29, 2009
Red Line
Page 49 of 67
Massachusetts Bay Transportation Authority
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
June 29, 2009
Page 50 of 67
Massachusetts Bay Transportation Authority
Technical Accessibility Specifications
Future Subway Vehicles
• 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
June 29, 2009
Page 51 of 67
Massachusetts Bay Transportation Authority
Moving Forward
• 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
June 29, 2009
Page 52 of 67
Massachusetts Bay Transportation Authority
Emergency Preparedness
Cindy Gallo
Director
MBTA Safety Department
&
Laura Brelsford
Accessibility Coordinator
MBTA System-Wide Accessibility
June 29, 2009
Page 53 of 67
Massachusetts Bay Transportation Authority
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
June 29, 2009
Page 54 of 67
Massachusetts Bay Transportation Authority
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
June 29, 2009
Page 55 of 67
Massachusetts Bay Transportation Authority
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
June 29, 2009
Page 56 of 67
Massachusetts Bay Transportation Authority
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
June 29, 2009
Page 57 of 67
Massachusetts Bay Transportation Authority
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
June 29, 2009
Page 58 of 67
Massachusetts Bay Transportation Authority
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
June 29, 2009
Page 59 of 67
Massachusetts Bay Transportation Authority
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
June 29, 2009
Page 60 of 67
Massachusetts Bay Transportation Authority
ODCR Investigation Process
• 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
June 29, 2009
Page 61 of 67
Massachusetts Bay Transportation Authority
ODCR - Sample Grid
Monitor Complaints
Date
Opened
7/30/2008
Complainant Complaint Finding
Discipline
Monitor
Yes
8/21/2008
Monitor
9/25/2008
Monitor
10/14/2008 Monitor
3/5/2009
June 29, 2009
Monitor
Failure to
Board
Failure to
Secure
Failure to
Secure
Failure to
Board
Failure to
Board
Failed to
Board
Failed to
Secure
Failed to
Secure
No Cause
No Cause
Yes
Yes
N/A (Not
applicable)
Yes
Page 62 of 67
Massachusetts Bay Transportation Authority
ODCR - Sample Grid
Customer Complaints
Date
Complainant
Opened
9/22/2008 Customer
10/5/2008 Customer
11/5/2008 Customer
3/9/2009
Customer
4/24/09
Customer
June 29, 2009
Complaint
Finding
Discipline
Failure to
Board
Failure to
Secure
Harassment/
Disability
Discrimination/
Disability
Failure to
Board
Failed to
Board
Refer to
Area
No Cause
Yes
Yes
N/A - Not
applicable
Recommend N/A
Training
Cause
Yes
Page 63 of 67
Massachusetts Bay Transportation Authority
“Accessibility at the T”
and on the Web!
Larry Haile
Transit Subject Matter Expert
June 29, 2009
Page 64 of 67
Massachusetts Bay Transportation Authority
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
June 29, 2009
Page 65 of 67
Massachusetts Bay Transportation Authority
June 29, 2009
Page 66 of 67
Massachusetts Bay Transportation Authority
Q and A
June 29, 2009
Page 67 of 67