(Source: Washington Post; Bloomberg)

The Obama administration will propose that the federal government take over safety regulation of the nation’s subway and light-rail systems, responding to what it says is haphazard and ineffective oversight by state agencies.

(Source:  WUSA9.com & Moving Momentarily)

Washington’s aging Metro system will be getting a 21st century security makeover that will include video cameras capable of integrating with other “facial recognition” systems in use in the National Capital region.

Some $78 million in grants for enhanced security were recently approved by the U.S. Dept. of Homeland Security.  Grants also include money for 20 additional transit police officers, 3 bomb-sniffing dog teams and security training for 9,000 “front line” employees. The lion’s share of of the grant money will be spent on enhanced video surveillance of Metro’s sprawling rail and bus system.

And $27.8 million in grants from the Department of Homeland Security will pay for cameras on buses, in ventilation shafts, at station entrances and near the end of platforms over the next few years. $7.1 million is designated to monitor passengers inside rail cars. Metro Transit Police officers will be able to view in-railcar cameras in real-time on portable computers.

Moving momentarily editor poses an interesting question to the readers and riders: How do you feel about Metro getting federal monies for facial recognition technology at stations? Does it make the system safer?  Register your thoughts below in the comments section.

(Source: Transit Wire & Progressive Railroading)

Amidst the flurry of negative publicity surrounding Washington, DC’s Metro rail system, there was some good news shining like a lone star in the dark sky! Metrorail passengers will soon be able to go online while underground. Four major cell phone providers have started to install the hardware that will enable riders to make calls, surf the Web, or send text messages from many of the Washington (DC) Metropolitan Area Transit Authority’s busiest stations starting in October.

Verizon Wireless, Sprint Nextel, AT&T and T-Mobile recently began installing hardware at the 20 below-ground stations and expect to complete work by Oct. 16. According to the WMATA press release, during the next two months, the companies will install a wireless network at the following Metrorail stations: Ballston, Bethesda, Columbia Heights, Crystal City, Dupont Circle, Farragut North, Farragut West, Federal Triangle, Foggy Bottom-GWU, Friendship Heights, Gallery Pl-Chinatown, Judiciary Square, L’Enfant Plaza, McPherson Square, Metro Center, Pentagon, Pentagon City, Rosslyn, Smithsonian and Union Station.

The companies will build, operate, maintain and own the new wireless network, as well as establish a second wireless network that WMATA will own, operate and maintain. The wireless contract will generate a minimum of $25 million during the initial 15-year term and an additional $27 million during renewal terms, according to the transit agency.

Customers at those stations will begin to see large, cabinet-like enclosures that will house the hardware at the ends of station platforms or on mezzanines, in areas that will not impede the flow of customers or impact the safe operation of the Metrorail system. New cables and antennae also will be installed as part of this work, which will take place late at night when the Metrorail system is closed.

“This is the first phase of Metro’s effort to bring expanded cell phone carrier service to the entire Metrorail system by 2012,” said Suzanne Peck, Metro’s Chief Information Officer. “After we complete the first 20 stations this fall, the carriers will install service at the remaining 27 underground stations by the fall of 2010. Customers will be able to use these carrier-provided wireless services in tunnels between stations by October 2012.”

Riders can now receive cell phone service from multiple providers at above ground stations, but the current underground wireless network only supports Verizon customers and Sprint phones that roam onto the Verizon network. In 1993, Metro agreed to allow Bell Atlantic Mobile Systems, which later became Verizon Wireless, to build and maintain the current wireless network. In exchange, Verizon built a public safety radio communications system for Metro. Verizon also pays annual fees to Metro.

“Customers have been asking for expanded cell phone and Internet access in the Metrorail system for a long time,” said Metro General Manager John Catoe.  And now they are finally getting what they pleaded, fought and begged for years!

Some of you remember that TransportGooru dropped a letter to WMATA’s managament about a terrible commute a couple of weeks ago.  You can read that letter here:  An Open Letter to WMATA Chief, Mr. John Catoe – Are you really in touch with your customer? If not, please get in touch with me!

Surprise, Surprise! Metro’s Customer Service Manager, Paul Bumbry, replied to this “grievance” letter with an equally lengthy one, addressing the various issues highlighted by TransportGooru.  Though it does not address many of the concerns in a convincing fashion, Transportgooru applauds and appreciates WMATA’s efforts to take such complaints seriously and offer a response.  Thank you, WMATA & John Catoe.   Without further ado, let’s proceed to read the response from Mr. Bumbry.

Dear Mr. TransportGooru:

Thank you for your April 10, 2009 email to the Washington Metropolitan Area Transit Authority.  I have been asked to respond to the open letter to General Manager John Catoe that you posted on your Web site.

We regret the  inconvenience you experienced on April 10, 2009, when your train did not stop at the place you have become accustomed to it stopping alongthe platform at the Gallery Place-Chinatown Metrorail station.  To help protect the safety of large crowds of customers during special events, Metrorail management requires all train operators to pull all the way to the front end of the platform, regardless of the number of cars in the train.  Public address announcements are made to advise customers when this is the case.

We also regret your experience with the train doors on the Red Line train.  We agree with you that safety is paramount, and our employees try hard to uphold this principle.  That is why we place so much emphasis on the proper procedures for train operators to open and close train doors when passengers are exiting and boarding.  Operators are required to look out of the operator cab window and check the view alongside the train before closing the doors.  Operators are also trained to respond as quickly as possible if the doors close inadvertently on a patron.

I have routed your e mail to the Red Line division, so the superintendent can re-instruct the operator on proper door closing procedures and investigate any reports of a malfunction that night.  If you witness such an incident again, please make note of as many details as possible, including the time and exact location, as well as the four-digit rail car number posted inside the door at each end of the car.  We encourage you to report the information by completing an online Customer Comment Form on the Metro Web site, at www.metroopensdoors.com, or by calling Metro¿s Office of Customer Service at (202) 637-1328, so we can take the appropriate follow-up action.

We apologize for this unfortunate incident, and we appreciate your suggestions.  Although we cannot implement each suggestion we receive, yours will be forwarded to Rail Operations for review.    I hope your future travel experiences on Metro are positive ones.

Sincerely,

Paul Bumbry
Customer Service Manager
When responding to this email, please perform a reply with history so that the following conversational identifier “[THREAD_ID:493950]” is included in your response.

Note to WMATA:  Last night I witnessed the no improvement in your “level of service” at Gallery Place when I arrived there a few minutes after 9 PM.  The crowd was swelling on the platform as the Capitals game at Verzion center was nearing the end with patrons leaving the game.  The approaching train pulled up to the father end of the platform as you noted in your response  (To help protect the safety of large crowds of customers during special events, Metrorail management requires all train operators to pull all the way to the front end of the platform, regardless of the number of cars in the train.  Public address announcements are made to advise customers when this is the case). But I must tell tell you, there was no PSA notification about this procedure.  As clueless as they always are, some of your customers ran chasing the train.   I am not sure what is not working — your PSA or your instructions to the employees to deliver such “advise” to customers.  The good thing is that the operator was a lot more courteous and didn’t play the jingle game like the one that got TransportGooru all upset earlier.   Oh readers, there is still no word from John Catoe about his availability to have a cup of coffee and go over some of these issues.  Mr. Catoe, the offer (that I’ll pay for your cup of coffee) is still valid and if you change your mind, please feel free to write to: transportgooru@gmail.com.

Hope all is well at your end. I am not doing so well, as you could see from the below paragraphs, after experiencing yet another bad commute on your trains, prompting me get on the computer and write you a letter at this ungodly hour.  As a resident of the DC metro region, like millions of others, I have been commuting from a Maryland suburb to the District.  Like many of your riders, I take the metro five days a week commuting on the Red Line and Green Line and almost always enjoyed the convenience of the commute.  Except, there are those occasional days when I experience some discomfort, not one of the minor kind.  The kind that makes you wonder how on earth a human being with a wee bit of logic can do such a dumb thing.  The kind that defies logic! Oh, the human beings I am referring to are your train operators, who in my humble opinion are the primary carriers of your service-oriented message – Metro cares!

A Fitting Message Found On Metro!

Unfortunately, this evening was one of those days that I simply came home wondering if you or your staff will ever “get it”.   I mean, get the message that the trains are actually operated for the very people who pay for a service that you offer. Let me walk you through what happened so that you will somehow try and make sense out of why such a thing can happen repeatedly.

After a long stressful day at work, I arrived at the Gallery Place/China Town station hoping to catch the Redline to Shady Grove that (usually) arrives just about 9:23PM.  See, I told you I am a regular commuter, evident from the memorized train timings!  Back to the story again.  When I arrived at the platform towards Shady Grove, I saw a ton of people, most of whom were Hockey fans returning from the Verizon Center after watching the Frozen Four (the NCAA Mens Hockey Tournament Semi-Finals).   As you can imagine, the platforms were pretty crowded and the train was approaching.  Guess what!  Today, your over enthusiastic train operator decided to give a lot of the Washingtonians a free workout on the platform and pulled way past the usual position.   The 6 car train that arrived overshot the target and went past the point from where I normally board ( FYI, I normally board the middle doors on the 2nd last car).   I am sure you can imagine the helter-skelter that ensued when this happens.  The flood of people who were standing in positions where the last car will usually stop all started running with hopes of somehow making the train and getting home in a decent time.

Little do they know that the “wonderfully trained” operator of the train was in a great hurry to close the darn doors of the already crowded train that just arrived.  Before the last passenger disembarked (an older lady) who was supposedly awaiting her turn to step out, your operator thought he waited long enough and proceeded to signal his intentions to close the door with a “Doors Closing” chime! Panic ensues as the people waiting to board rushed in and the poor old lady was trying to get off the train.  Thank god she somehow made it out alive.   But many of us who were waiting on the platform were left wondering what on earth could push a your train conductor to close the doors knowing all well there are a lot of people waiting to board the train. Oh you know what, there was still so much empty space inside the train cars as most of the passengers got off at the station in question.

Now things got a little more interesting.  After the doors chimed and only a four people have gotten in through that last set of doors in that last car.  Mind you that the case was very similar in almost all the cars as far as the eye could see ( I am not too tall to see all the way to the other end of the train).  With only four people inside and at least 60 people waiting outside to get in, the driver decided to show some courtesy and opens the door briefly to allow for a passenger whose bag was stuck half-way through the door as he got on the train.  Let me ask you to guess how “brief” the window of opportunity was for that poor customer of yours to retrieve that bag?  ONE SECOND, I kid you not!

Some of the passengers who got on the train, including a couple of Mr. Hercules types, summoned all the strength in the world to hold the set of doors that had one mission – SHUT/CLOSE! In the fight between man and machine (operated by a mad man who gets paid by these commuters), the men had a brief victory, which allowed a bunch of more people to get on the train.  With swelling crowds on the platform and the next train arrival showing 12 minutes later, you can see the anxiety-laden faces of people go into further panic.  This tug of war between your train operator (who lost his mind when he arrived at Gallery Place) and the brave commuters (who were hell bent on adding a few more people to your train cars to make it worth your while to operate them at a cost/benefit ratio that somehow can justify you next round of federal funding) continued for a few more minutes.   As you see, we are simply trying to help you move more people in the limited amount of time we get to use your trains.

The story was the same when the train arrived at the next stop – Metro Center, which thankfully was not so crowded but the tug of war continued to happen with the bunch that was trying to get in.  I am not sure how many of your customers returned home with bruises & scars that can rival those of a soldier fighting to save this country in a Iraq or Afghanistan.   Unlike them, we are not trained to fight and have no “weapons” to protect from your agressive train operators.  Somehow we all managed to get home without having any major casualties in the war on Metro train this evening.

Well, this is just a sample from a day that is not very unusual.  I have seen this happen many times in the past and I witnessed and participated in this today.   Let me tell you that I do enjoy those days when you get some courteous operators who are patient enough to wait for the customers to board and show up for work with an attitude that says “customer is my god”.  If you really like to hear this, I am a transportation expert myself (hence the name TransportGooru) and I am here to offer you a friendly tip or two — purely from an expert/customer point of view. Let’s now discuss the “potential; solutions to this recurring problem:

1.  Train your operators to understand that they work for people who pay to get around safely, not just swiftly.  Safety is paramount for everyone involved – not just for the Metro operator who stands well shielded in his hardened aluminum cocoon.

2.  Run more trains on days (not all day but at least at for a couple of hours before the games start and after they end) when you know there is a game or a major event at one of our area’s sport arenas/centers.  This should be very easy to do by coordinating with the organizers of such events (Verizon Center, Nationals, etc).  BTW, you guys did an amazing job during the Cherry Blossom Festival.  Kudos!

3.  Deploy your highly trained & poorly paid police officers who always help immensely in dealing with such issues.  I have seen on many occasions people are lot more obedient and well behaved when the officers are on the platform during such “rush” hours after the game.  They also help your train operators to understand that the passengers need time to get on the train.  If this would be a surprise for you, the above mentioned situation never happened in all these years when I took the train when the police officers are standing next to the trains at Galley Place, regulating the flow of passengers into the vehicles.  I think your officers have some “fear” of getting arrested when they see police, because they do their job pretty well without screwing up.

4.  If you think all the above solutions are not good, for Pete’s sake add a couple of cars on trains that arrive that time. Make it an 8 car train so that we have more doors to board and we don’t have to run a marathon on the platform to get close to the train.   I did learn today that you are going to run 8 car trains on Red and Green lines when a bunch of train cars get delivered.  Its about time you did this as you realize we are an active bunch in the DC area and there is always something to do around the town.  We consider you to be the best option to get around from point A to point B, without polluting the environment or making some petro-terrorist nation richer by shelling for gasoline to drive our sexy cars into the City.

5.  If possible, conduct a psychiatric evaluation of your current train operators, all of them, and re-train those who are borderline psychotic/neurotic.   Before they injure someone or mangle some human body part, they be told that it is inappropriate to operate a vehicle in the above described manner.  If it does not change, you may very soon have to print the following message on your Tickets:  WARNING: RIDING METRO IS INJURIOUS TO HEALTH.  WE ARE NOT RESPONSIBLE FOR YOUR LOSSES OR BODILY HARM WHILE ON THE METRO SYSTEM BECAUSE WE DON’T KNOW WHAT WE ARE DOING IN OUR JOBS.

6. Your hiring and training policies need to be revisited if the situation persists or deteriorate any further (which is highly unlikely as I already saw your staff hit the rock-bottom this evening with such appalling behavior.  It can’t get any worse than what it is now).

7. The final suggestion:  If you can’t fix it, just accept the failure and simply walk away.  Some of your customers have done that – they are resigned to the fate they suffer in the hands of your egregious operators and have decided to move on to alternative modes of transportation (read as personal vehicles a.k.a. cars, mopeds, bicycles) and happily driving around polluting the air that you and your children breathe.   If you want these people to return to your system, you have to correct these above mentioned deficiencies.. Or at least show them that you are making a sincere effort to do that.

If you still think none of the above suggestions are agreeable and you would still like to justify what your operator did is the right thing and there was a very good reason for doing so, please feel free to call me and explain what that reason would be.  Because, I am already close to being “insane” trying to find a logic/reason for how a train/system could be operated in this fashion.  Where I grew up, such a thing would be STOPPED and REEVALUATED COMPLETELY BEFORE IT IS DEEMED SUITABLE FOR SAFE OPERATION.

Before you tout the safety records of your system in yet another forum and plead your case for additional funding, I recommend you to prove to the general public that you and your staff are capable of running a system safely, smoothly and efficiently.  Safety doesn’t always mean prevention of fatalities. It can also be interpreted as prevention of loss (of limbs & other body parts) to your customers. It is a shame that no one has challenged you before and I am glad to do so with this open letter. Or may be it happened and you/your predecessors simply ignored it.

Above all, you have to understand that all your good deeds may simply be ignored when a passenger on your system experiences something so disastrous of this kind.  You and your staff are working hard all year and try to project a positive image to our city’s visitors and residents.  But the actions of a dumb few in your crew negate all the good things you accomplish or try to accomplish within your means.

Alright!  I probably sucked away a good chunk of your time reading this letter (which by now qualifies for the world’s longest complaint letter ever). Now, I’ll allow you to get back to fixing things around the Metro.  In the meanwhile, if any of the above mentioned items or issues are hard to understand or difficult to reason with, please feel free to write to me.  I’ll be glad to spend a couple of my hours to visit you and chat with you (very cordially, as you seen above) over a cup of coffee. Of course, I’ll pay for your coffee too and show our loyalty and generosity towards someone who has a keen interest in our commutes a pleasant one!

Look forward to hear from you soon. Take care, and enjoy a wonderful weekend!

Sincerely,

TransportGooru@gmail.com

(Signed on behalf of the all the suffering metro riders)

P.S: Apologies for the erratic spelling and any/all grammatical flaws you may have encountered.  It is too late to proof-read but I am sure you are a smart man who is capable of looking past the mistakes and understand the “gist” of the letter, which is:  Your service sucks!  Help us, please!