Friday, January 27, 2006

DDOT Citywide Bus Shelter Meeting

The District Department of Transportation (DDOT) will hold a final citywide bus shelter meeting to obtain community input on the implementation of the ClearChannel Adshel (Adshel) bus shelter agreement signed by Mayor Anthony A. Williams in September 2005.

This meeting will allow those who were unable to attend the evening ward meetings to share their views and suggestions regarding the new bus shelters.


Date: Saturday, February 4, 2006

Time: 11:00 a.m. - 12:30 p.m.

Location: One Judiciary Square
441 4th St., NW
Citywide Conference Center (Suite 1114)
Washington, DC 20001


We look forward to seeing you there.

IS METRO MARKETING CLUELESS?

Are the people in Metro's Marketing Department that CLUELESS?

On my way in to work today I was "bombarded" by banners letting the folks who ride the ORANGE Line that they can anticipated 8 Car trains in the morning. Applause! Applause!

On the banner demonstration picture of the next 3 trains coming is the sample 8 car listing with a New Carrollton destination. Right above this is a "4" car blue line train headed to Largo.

That's got to make the Blue Line riders very happy.

So, is the message to Metro Riders, that we can improve your service at the expense of others?

I repeat …

Are the people in Metro's Marketing Department that CLUELESS?

I. Michael Snyder
rac@imsnyder.com

Special Budget Committee Meeting
Part 2

I attended yesterday's Special Budget Committee Meeting. What struck me most were the questions that didn't get asked, as opposed to the ones that were asked. I believe that a rider's perspective is desperately needed in all the Board's sessions with interaction with WMATA staff.

The second part of the meeting was dedicated to a walk through of the FY '06 budget for each Metro department and breakouts for their offices. There was also a discussion of goals and plans. Specifically of interest to me were plans for FY '07 and funding required for these plans. I strongly recommend a review of the PowerPoints for each department.

The focus of this budget meeting came across as Metro defending their FTE, spending and control of spending on ongoing initiatives. What was implied, but not expanded on were the plans and new initiatives that would benefit riders and actually address issues of high priority to system users.

One example:
In the presentation itself, the group responsible for SmartTrip card technology addressed the fact they where working with Banks and the Department of Homeland Security (DHS) to include the SmartTrip technology on ID cards and Credit Cards.

Big deal … as a rider, I want to seamlessly transfer between Metro and MARC; Metro and Ride-on; Metro and VRE; Metro and Fairfax Connector; and/or between any regional transportation system. After his presentation, I spoke with Fred Maxey about this need. His response was of course Metro is leading the charge on Regional use of SmartTrip and hope to have pilots up-and-running this year with VRE and many of the bus systems. MARC will take a little more time because of the way they capture fares … but its in the works.

Why don't they tell us their plans? The answer was they don't want to set expectations and not be able to hold to schedule because of lack of resources and technical integration issues. This office only has 3 people to handle all SmartTrip operations and planning … and they are the leaders for the entire regional partnership program. (Just 3 people!)

This is a systemic communication problem with Metro. Great things may be going on, but Metro is afraid to let us know.

If I can choose only one issue for the RAC to get Metro to change, it would be better communication with its patrons.

  • Better signage in the stations
  • Better information on schedules for rail and bus
  • Better information on outages, delays, real-time arrival
  • Better information outside stations
  • Better information on Evacuation Plans
  • Better information on issues raised by patrons
  • Better information on short range (<>
  • Better information on mid range (next year or two) plans
  • Better information on future plans (greater than two years)
  • Better information on personnel constraints
  • Better communication skills by train operators; station managers; bus drivers; dispatchers; and call centers

As an organization interested in "Quality of Service", this is a vital role for the RAC. We must change Metro's culture to be more open and communicative at ALL levels of the organization. Sometimes, as Jim Graham said, "Metro forgets that it's not a monopoly, and unfortunately people have other choices."

I. Michael Snyder
rac@imsnyder.com


Thursday, January 26, 2006

Special Budget Committee Meeting
Part 1

I attended this morning’s Special Budget Committee Meeting. What struck me most was the questions that didn’t get asked, as opposed to the ones that were. I believe that a rider’s perspective is desperately needed in all the Board’s sessions with interaction with WMATA staff.

The first part of the meeting was dedicated to … you guessed it … the MV Transportation transitional effort to support MetroAcess as prime contractor.

Jim Graham, got a little bit closer to asking the question, that I proposed in my last post on the topic.

What where you doing during the three months of transition from September 2005 through January 2006? However, I didn’t hear a response that would help Metro to learn from it’s mistakes, and MV Transportation’s mistakes, and Logisticare’s mistakes.

Where you riding the MetroAcess Vans? Where you shadowing the Logisticare dispatchers, and call center? Where you collecting your own data about ridership, policies, procedures, and special needs? What where you doing during the three months of transition from September 2005 through January 2006?If I as a member of the RAC was a non-voting member of the Board of Directors, I could have asked that question. I truly had an urge to jump out of my seat and ask the question myself.Where you riding the MetroAcess Vans? Where you shadowing the Logisticare dispatchers, and call center? Where you collecting your own data about ridership, policies, procedures, and special needs?What where you doing during the three months of transition from September 2005 through January 2006?If I as a member of the RAC was a non-voting member of the Board of Directors, I could have asked that question. I truly had an urge to jump out of my seat and ask the question myself.Where you riding the MetroAcess Vans? Where you shadowing the Logisticare dispatchers, and call center? Where you collecting your own data about ridership, policies, procedures, and special needs?

Do we know that on the next contract the Metro awards that we aren’t going to have transition problems through lack of proper planning?

As a Federal Contractor, I’ve been on both sides of contract transitions and it is very easy to blame the other guy. What is not easy is forming a coalition to smoothly transition operations from one vendor to another. This is where the organization, WMATA, needs to play a critical role in the transition process. No one wants to fail. It is not in the best interest of the departing contractor, the new contractor, the organization, or the customers being served.

No matter the circumstances, it’s going to be difficult. The question is: How do you get everyone to understand the goals, objectives, and obstacles that must be overcome?


I spoke briefly with Christian Kent, and he would definitely like to sit down with a group of RAC members and talk through this issue. Not just form this contract's perspective ... but from the perspective of WMATA moving forward.

Tuesday, January 24, 2006

Lunch with Dr. Gridlock

The Society of Automotive Engineers (SAE) invited Dr. Gridlock, Ron Shaffer, of the Washington Post to speak at The U.S. Department of Transportation for a Lunchtime Seminar, today.

I introduced myself and had an opportunity to participate in the Q&A session. I was asked to take back a number of concerns from attendees that are appropriate to add to our list of Metro concerns:

Why does the fare schedule say that it takes 33 Minutes on the Orange Line to go from Vienna to L'Enfant Plaza, when even on a good day this has never been achieved?

Why are the Lights so dim in Metro stations?


Why does Metro continue to use the Slick Red Tiles in Stations and Entrances when this is obviously a safety hazard?

What is Metro doing to plan for the addition of 5000 new riders at the Navy Yard when DOT starts moving over there in September?

Does Metro have plans for a second Tunnel under the Potomac to support Orange and Blue Line traffic?

When a problem with Metro service is announced instead of saying "Thank You for your Patience"; the statement should be "Sorry for the Inconvenience, We request your Patience."


The new seat layout on some busses doesn't work. You can't reach the floor with your feet or you are right on top of another rider in the face-to-face position.

Why are busses not better maintained to prevent water from rushing in through bad seals in the ceiling vents?

and my favorite...

Are there any plans to consider running a Purple Line down the ICC corridor?


I personally plan to follow-up on the last question with the Transportation Office of the County Executive for Montgomery County.


Sunday, January 22, 2006

Second Meeting of the RAC

The second Meeting of the Metro Riders' Advisory Council will be Wednesday, January 25, 2006 at 6:30pm.

As always, the meeting agenda is posted to Metro's web site at
http://wmata.com/about/rac/rac.cfm




The Agenda is as follows:
I. Review of Minutes (Debra Johnson)
II. Term Selection (Mark Pohl)
III. Elections (RAC Membership)
IV. Meeting Schedule (RAC Chair)
V. Open Discussion

Friday, January 20, 2006

Riding on MARC

Did you know that the trip from Union Station to Rockville on MARC is only $5.00 and is scheduled to take 31 minutes, with 1 to 3 stops in between.

By Metro the fare would be $3.90 and it is scheduled to take 34 minutes, with 15 stops in between.

My guess is the MARC is most likely correct. I don't see Metro making that time.

I'll have to time the trains to see if I should spend the extra $1.10.





On the other hand if you're going from Rockville to Silver Spring, the cost is $4.00 by MARC and is scheduled to take 13 minutes, with non-stop or up to 2 stops in between.

By Metro the fare would be $3.90 and it is scheduled to take 48 minutes, with 21 stops in between.

MARC is cheaper, faster, and more direct! Just don't try going the opposite direction in the Morning.

Thursday, January 19, 2006

Running for Chair of the Riders’ Advisory Council

Fellow RAC Members,

Why I am interested in running for Chair of the Riders’ Advisory Council.

Personally, I believe given the opportunity everyone of us could be a successful Chair, as we all have shown our willingness to participate and set an example by just being on the RAC.

I initially was reluctant to run for the position of Chair given my work schedule, my tentativeness about Roberts Rules, and my desire to lead through active participation. But, three things changed my mind:
  1. A kind note from a fellow RAC Member, and the brief discussion we had during the Meet and Greet.
  2. A desire to quickly get Metro to allow us to actively participate in the selection of a new General Manager (and/or) goal setting for Dan Tangherlini, AND a desire for the RAC to have a “non-voting” seat on the WMATA Board of Directors.
  3. My feeling that given my experience, I could assist in getting the RAC up-and-running quickly. Originally, my preference was to let someone else do the heavy-lifting of getting us started and run for Chair at a future date and inherit a smooth running RAC.

As I said earlier, anyone of us could be Chair. Why do I have the experience to be Chair at this point in time?

  • I’m experienced as a facilitator. I am currently working at the U.S. Department of Transportation providing facilitation, and systems architecture support to the Intermodal Hazardous Material Safety Program. In other words, I’m providing guidance and assistance to Division Directors or their representatives on how to better collaborate, share information, share data, and establish common goals and expectations for a new initiative. In my first months as a consultant I had them all working towards common goals. Eight months later, they have me bringing on a team to help them to select a contractor to build them a system. Past efforts resulted in studies stored on a shelf.

  • I have transportation experience. Besides the above job with U.S. DOT, I have 7 years of experience working with the U.S. Coast Guard to architect and build the Fleet Logistics System to manage the full life-cycle of maintenance activities in support of their fleet of 350 cutters and 1000’s of small boats. Tasking initially involved mentoring up to 60 developers and analysts in new technology, and later managing the entire project from implementation through deployment of 6 system releases. I began my career as a Project Manager responsible for the implementation of Routing and Scheduling systems for the Los Angeles County Office of Education’s Special Education Program. A service similar to the Para-Transit operation of WMATA only serving an area of over 9000 sq miles; 4 time the size of the area serviced by WMATA. I provided similar services in support of 5 other counties in California. As PM I rode busses; timed drivers; recorded observations; and met with dispatchers, teachers, students, and drivers. As I said in an earlier post, maybe MV Transportation and WMATA should have done the same.

  • I have ideas; I want to hear your ideas; and I have a drive for success. I have been communicating my ideas to most of the RAC over the last month. I’ve attended both WMATA Board Meetings, since our selection. I’m driven to find ways to get everyone involved. I don’t believe that any one of us is as smart as all of us. I want to find ways for us to address the needs of all riders (MetroRail, MetroBus, and MetroAccess.)

  • I’m an educator. I speak frequently at conferences and serve as the President of a 300+ organization of Information Technology professionals. I’ve been the Scoutmaster for a Boy Scout Troup for the past 12 years, helped found the troop for my son and his friends, and continuing even after he graduated 5 years ago. My role as Scoutmaster is to help young men to become leaders, good citizens, and stewards of the environment. I have a Masters in Administration from Johns Hopkins University.
    I have leadership skills. I’m the Vice President and Partner in a small business. I’m president of MAOP as discussed earlier. I’ve been an Adult Scout Leader for 17 years. I set an example for others through a life of service and volunteering for good causes.

  • I believe in Customer Support. I was the Operations Manager at the Federal Trade Commission with responsibility for the help-desk and IT customer service. I was asked to join the Federal Government as a Branch Chief by the CIO and the Executive Director to extend my good work into other areas of the organization. The FTC has as one of its key missions, Consumer Protection, and I was proud of my work in support of this mission. My company was invited back to assist the FTC in the Do-Not-Call registry and systems that track Telemarketing Complaints years after I left government service.

What would I do as my first order of business as Chair?

  1. Give each RAC member an opportunity to identify their top priorities for WMATA over the next 1-3 years.
  2. Organize the priorities into logical groups of topics. (ie: Better Communication)
  3. Identify RAC members with common goals for the establishment of “working groups” or committees.
  4. Establish some goals for each group, including:
    • Elect or allow me to appoint a committee chair or lead;
    • Setup a meeting time for the group;
    • Establish your own goals for reporting back to the RAC;
    • Identify WMATA staff who can assist in your education;
    • Look for ways to get Riders to participate in your efforts;
    • and Establish a Forum or Web presence to communicate with each other and your constituent riders.
  5. I’d do the same for the Executive Committee and the Hiring Committee; including meet with Past Chair Dana Kaufmann, Incoming Chair Gladys Mack, Outgoing GM Dick White, Interim GM Dan Tangherlini, and other Sr. Staff and Board Members to solidify our place (or) desired place within the WMATA Infrastructure. As well as reach out to other transportation entities, volunteer organizations, and transit riders.
If not selected as Chair, I promise to provide the same level of energy and participation to assure the success of who ever you choose as Chair for the inaugural RAC.

Thanks,

I. Michael Snyder
wmata_rac@imsnyder.com

    RAC Member "Taken for a Ride" - Red Line Disruption

    I left my desk at L'Enfant Plaza at 5:30pm, and took my usual ride on the Orange Line to Metro Center for my transfer to the Red Line towards Rockville. But what should I find but a platform full of people.

    Thank goodness I wasn't headed the other way, that platform had no more standing room. The sign said "train 2 min" nothing else. Then it changed to 4 min and then 6. An inauditable message over the intercom said something about “…Union Station …” . I worked my way back through the crowds to a very helpful Metro worker, who translated the message for me. Apparently a train broke down at Union Station about 12 minutes earlier.

    I saw trains come to the other platform, but our sign kept going higher ... 8 ... 10 ... someone said sell at 12. I decided I'd try MARC and went to the other platform ... at least I'd be moving. I squeezed on the second train through. Neither one stopped so the doors where at the same spot (my personal pet peeve.) When I got to Union Station, a train with empty seats pulled in going back towards Shady Grove.

    Ah well, I'm a creature of habit. I'll try MARC another day.I'm typing this BLOG on my ride. I arrived back at Metro Center, just about an hour after leaving my desk.


    Gee, I sure would have liked to know about this before I entered the system ... I could have tried MetroBus to Rockville or walked to Union Station, or even tried the Circulator Bus.

    I guess they figure what I don't know can't hurt me! Personally, I'd like to make my own choices. WMATA ... thanks for the ride.




    Added later: Net time to get home 118 minutes!

    As of 8:40am Friday, no record of Thursday's service disruptions on the Metro Web-site at: http://www.wmata.com/riding/viewPage_update.cfm?ReportID=215


    You didn't put MV Transportation and WMATA on the Spot

    At today's Metro Board Meeting, the board had an opportunity to find out why the WMATA procurement process is broken, and they missed the BOAT, err VAN!

    Jim Graham was headed in the right direction when he asked what went wrong. But he didn't ask Mr. Jon Monson, CEO of MV Transportation a question that got to the crux of the problem. And he didn't ask Mr. Dick White the same questions...


    What where you doing during the three months of transition from September 2005 through January 2006?

    If I as a member of the RAC was a non-voting member of the Board of Directors, I could have asked that question. I truly had an urge to jump out of my seat and ask the question myself.

    Where you riding the MetroAcess Vans? Where you shadowing the Logisticare dispatchers, and call center? Where you collecting your own data about ridership, policies, procedures, and special needs?

    In Mr. Monson's own words, "MV Transportation has done over a hundred transitions". So how can they be surprised that there is a peak ridership in the morning and afternoon commute hours? How can you not know that multiple pickups in a same trip would cause riders to be on the Vans longer? Why didn't Metro or MV Transportation notify riders that they should adjust their schedules to accommodate slightly longer commute times?

    In my personal opinion, this is a systemic problem with Metro. There appears to be a problem with monitoring contractors (hint: parking attendants). There appears to be a problem with understanding the purpose of a transition. There seems to be a problem with delegating all responsibility for the MetroAccess database to a contractor. What does WMATA see as its role in the oversight of its contractors, service providers, and employee work-force.

    I don't think that this is the last time we're going to see this problem, unless WMATA takes a serious look at their role in providing QUALITY SERVICE to its ridership.


    Sounds like 100& failure of Transition. What did metro and MV do during three monthsfrom Sept thru Jan? Didn't they ride the vans? Didn't they shadow the dispatchers? Didn't they collect their own data?

    Wednesday, January 18, 2006

    WMATA Riders' Advisory Council - Orientation Session - January 18, 2006

    The Riders' Advisory Council Meetings and Information are posted on the WMATA Web Site.

    To get to our page use the new link on my Blog Link List or go to:
    www.wmata.com
    About Metro>Board of Directors>Riders' Advisory Council (RAC)>Upcoming Meetings

    Our Agenda for tonight's meeting:

    WMATA Riders' Advisory Council
    Orientation Session
    Agenda
    Wednesday, January 18, 2006
    7:30 p.m. - 9:00 p.m.




    I.Welcome & Introductions (Dana Kauffman)
    II.Meeting Overview (Debra Johnson)
    III.By-laws and standards of Conduct (Mark Pohl)
    IV.Tem Selection (Mark Pohl)
    V.Meeting Schedule (RAC Membership)
    V.Open Discussion
    Adjournment

    Sunday, January 15, 2006

    Metro Controls Cost Through Volunteers

    Metro has finally come upon a winning formula for managing costs, providing better customer service, and improving performance.

    In a Washington Post article today, well known voices will not be entering Metro's competition to record the trains' "doors closing" message because Metro will not be paying for the service that union professional voice actors are generally paid $237 for a three minute spot that can take hours to get just right. It is anticipated that the "volunteer voice over" will be on call for at least a year to record all the spots. So far 140 CDs and audio tapes have been sent in to Metro. The numbers may grow into the 100's as the deadline nears.

    This call for volunteers, seems to work well for Metro. To fill my position on the Riders' Advisory Council, 940 people volunteered for 20 slots. Our volunteer effort is going to be used over three years and I'm anticipating a minimum of 20 hours a month.

    With the success of these two programs, maybe Metro should be applying the same technique to other troublesome positions.

    WMATA is starting a search for a new General Manager to replace Dick White. Upon leaving Metro, Mr. White is receiving a $238,000 one-time payment and an annual pension of $116,000 plus free use of SmartTrip Card for life. I'm sure that if Metro holds a contest to find the next GM, they'll get a few hundred volunteers. Heck, some of them may even know how to run a transit agency. As a volunteer, the new General Manager wouldn't cost anywhere near as much to replace. Additionally, a volunteer GM who actually depends on Metro, is interested in customer service, and has roots in the community might find a way to get WMATA to be more responsive to its ridership.

    MV Transportation, the new MetroAccess Service Provider is having a Rough Debut, and just signed a four year contract worth $210 million. Already they're saying they need $900,000 more! Using the new "model", Metro could put out a call for volunteers who have space in their vehicles or have wheelchair accessible mini-vans to help transport MetroAccess riders.

    I've got room in my truck, and would be more than willing to take a rider in need to the Metro Station or to another destination along the way. Just give me a call at about 6:30AM on weekdays, except federal holidays. In a pinch, my son could drive someone to a doctor's office when he's not in school. He did the same for his Grandmother when she couldn't get MetroAccess to respond to her requests. As a backup, Metro could always call one of the taxi companies to pick someone up. Most of the time they are pretty reliable. I used one company to get to the New Carrollton Amtrak station every Monday morning, when I had to commute up to New York. It saved me the time of going all the way down to Metro Center and transfer to the Orange Line.

    Now that I think about it, Metro could extend this "volunteer model" to even more jobs. What boy, when he was growing up, didn't dream of driving a train? Woo!! Woo!!

    Of course, MetroRail trains don't have a horn that goes Woo!! Woo!!, but if that's what it takes to get someone to volunteer to be an engineer; I'm guessing for less than the salary of a Train Operator, Metro could retrofit a train with a real train whistle. Woo!! Woo!!

    What about all those MetroBuses riding down Wisconsin Ave, Connecticut Ave, and Georgia Ave in Montgomery County. I've looked around, and there are 100's of cars on the roads with empty seats. If just a few of them pulled over at the bus stops where people are waiting, and picked up a passenger or two, we could eliminate the need for bus drivers all together. As an official "MetroBus" transportation volunteer, I could get one of those signs that are magnetically attached to my roof, just like the pizza delivery guys with a big "Metro-M" on one side and sell the other side to advertisers. Although this sounds a lot like slug lines, a better name might be MetroShare.

    Now all we need to do is find volunteers to run dispatch, repair escalators, answer phones, perform security functions, and maintain trains and train yards.

    My mom has volunteered as a "telemarketing" fundraiser and she works cheep; even as a volunteer if the cause is right. She could answer phones for Metro if it helped out commuters.

    When I was growing up, I volunteered as a Safety Patrol. I got to ware a white shoulder sash and could boss the other kids around. I'll bet there are volunteers that would take on some of the Metro Transit Police responsibilities, and maybe even do a better job.

    That do you think? This volunteer thing could really take off, if Metro marketed it the right way.

    Saturday, January 14, 2006

    MetroAccess Service Provider Has Rough Debut

    Washington Post
    Saturday, January 14, 2006
    Disabled Riders Stranded By Metro
    Service Provider Has Rough Debut
    By Lyndsey Layton

    "The new company hired by Metro to run MetroAccess, MV Transportation is easing into service this week, but the results have been chaotic and even dangerous."

    "Pamela Wilkins, Metro's assistant general manager of contract services said she intends to ask the Metro board of directors to add $900,000 to the MV Transportation contract because Metro staff underestimated the amount of service required when it put the contract out to bid."

    Maybe Metro should take a look at Maryland's Solution.

    Washington Post
    Wednesday, December 28, 2005
    Md., Disabled Commuters Settle Suit
    By Ruben Castaneda; B04

    "The lawsuit became an "opportunity to communicate with the disabled community and to involve them in the problem solving necessary for continuing improvement. The agreement is not concerned with minimal standards but the pursuit of excellence."

    "The MTA has purchased 98 Mobility vehicles with high-tech locators that allow dispatchers to track each van at all times, and on-time performance has improved from 77 percent to 90 percent."

    Additionally, MTA awarded contracts to TWO providers to allow for some friendly competition. Rather than sending an addition $900k to the new provider, I'd recommend awarding a second competing contract.

    MTA contracts with MV Transportation and Yellow Transportation/Connex.

    Viewing my RAC Application

    You are free to share my RAC application with all the RAC members.

    BTW: I’ts also posted on the Web at:
    http://wmata-rac.blogspot.com/2005/12/my-application-for-position-on-wmata.html

    Thanks,

    Michael Snyder
    wmata-rac@imsnyder.com

    More Comments on my proposed Agenda

    Another RAC member expressed thoughts:

    1. Unorganized as we are we are not equipped to properly receive public comment.
    2. We will get nowhere if we spread ourselves too thin. As we sink institutional roots and gain expertise the number of subjects that we can tackle will grow.
    3. It is premature to push WMATA for financial resources. It is particularly inappropriate for the RAC to suggest or hint that members receive any financial compensation. The position is voluntary and we all knew that coming in.

    My Response:

    I can appreciate your cautionary approach to “concentrate on a few issues” and tackle additional initiatives as we grow institutional knowledge. But, my concern is that we become institutionalized, rather than representative of the Riders.

    We, the RAC, are coming into existence at a very precarious time, given the events of yesterday. Not that this event wasn’t foreseeable given the talk from a few months back. I feel that it is important for us to use this opportunity (search for a new GM, plus startup of the RAC) and take the initiative to give the “riders” a voice in the direction of WMATA.

    Likewise, given the size of our group, it IS possible for us to cover a large number of issues, if we work in parallel efforts. The establishment of committees to do the real work of the RAC will allow us to drill down into the many facets of WMATA’s business and look for opportunities to “empower riders.” If you look at the list of Sub-Committee’s that I proposed you will see that there are numerous opportunities for us to make a difference in so many ways.

    If you look at the cross-section of RAC members, you’ll see that we all have different ridership patterns, use different modes of transportation, come form different geographic regions, and have different backgrounds. We can use our differences to make an impact on the lives of the riders that we represent. I’ve had some discussions with some other members of the RAC as well as RAC applicants. Everyone has a different agenda. This is realistic, because Metro serves many people in many different ways.

    I say, strike while the iron is hot and be highly proactive in addressing as many of the multi-faceted aspects of Metro as we possibly can. Let’s let WMATA know that we “the riders” thank you for letting us get involved in your operations, financing, planning, and future. Now, lets get down to business and look at all the places Metro is broken and create a culture of “customer service” from bottom to top, not just in a few distinct areas of their operation.

    Sorry, I’ll get of my soap-box for a moment.

    1. I still believe that a public comment period is appropriate at every single “open” event. We need to remember that we are not the elite; we represent the “riders”. It is very comforting to the “riders” to understand that they have a say in what we and Metro does. Sending that message should be our “mantra.” But, given the state of our organization, I would offer a compromise and provide a “brief” comment period at the end of the meeting. But, allow the RAC to vote on whether to proceed with it given the progress of the meeting.

    2. I don’t think we can spread ourselves to thin. We are 21 RAC members, but we can draw on 920 other interested “riders” to get some help. We also have 1 million daily riders that want to see better service. As I said, earlier, we represent a vast array of rider patterns and we need to target as many possible initiatives as we can. I’m not willing to stand back and let my “agenda items” fester, while three or four other initiatives progress based on a “take it slow” approach. I’m guessing some of my other RAC partners would agree.

    3. The financial resources that I seek are not to line my pockets. I know this is a volunteer position! What I seek is a commitment from WMATA to provide “dedicated funding” (analogy intended) to achieve RAC objectives. Yes, I don’t know what they all are, but in committee I’m positive we can come up with some very good, and specific goals. We need to have more than a single administrative support person to assist 21 RAC members in canvassing Metro.

    Back on soap-box! Hard to tell the difference, eh!

    My bottom line is that WMATA is broken. There is not an attitude of “customer service.” That’s why Dick White is out. He let the customer service component of Metro slip away. We need to be sure that every employee of Metro understands that they are a customer service organization and they are empowered to make our experience better. Everyday I see another anecdotal example of what is wrong.

    For example, yesterday I saw a first time rider of Metro confused about what fare to pay to get from Eastern Market to her destination. Why? Because, the fare listings are hidden around the corner from the fare machines. The layout is wrong. When she brought this to the attention of the Station Manager, she was told that she’d heard this problem may times before, but couldn’t do anything about it. The customer must call and complain. This is wrong. The Station Manager needs to be empowered to get Metro to fix her station.

    Second example … restrooms. I don’t think I have to dwell on this one.

    Bunching of Metro busses, or busses running ahead of schedule. The bus drivers know when another bus is in front of them, or they are trying to beat the schedule for a longer smoke break. They need to let dispatch know. They need to help correct the problem. Ignoring the problem is not customer service!

    I could go on and on … and plan too!

    Thanks for the listen, and sorry if I come on too strong.

    Back to one of my other jobs (;-)>,

    Michael Snyder
    wmata-rac@imsnyder.com

    In a follow on post the RAC member responded:

    You misunderstand me. I am neither cautionary nor do I wish to go slow. But, it is a bit tough to elect officers since we do not know each other.

    As for committees, Why do we want to mirrors WMATA's board, as WMATA is, as you suggest, a broken organization?

    I have little problem with a public comment period at the end of our meeting to serve as precedent setting.

    Twenty-one RAC members is not very many. It is not enough to address every aspect of WMATA. We need to prioritize a little. Our strength will be our unity informed by our diversity.

    [I apologize for paraphrasing others' comments. My goal for this BLOG is to share my thoughts and ideas. I offer up these email posts only to clarify my own thoughts. I invite other RAC members to comment directly.]

    Friday, January 13, 2006

    Comments back on my proposed Agenda

    A fellow RAC member took exception to a few items on my Agenda and my comments. Our Meetings are the forum in which to discuss topics -- and not via email. Also, this is an organizing meeting an we should reconsider having a public comment period; and we wouldn't even have a way to address any issues ... as we are not yet organized." I was also asked to add "meeting format" to the list.

    My response:

    I appreciate your taking the time to respond to my email.

    1. Yes, I agree that email is not the appropriate tool to address RAC organization issues. I had originally, planned on sending my email only to the WMATA organizers, but decided that other RAC members might want to comment on my agenda items (veto, expand, replace.) Normally, this would be a function of the Chair, but since we don’t have one yet, I thought it appropriate to email to the limited group for whom I have email. WMATA chose to make this an open meeting and did not give us an opportunity to get organized in advance. So, we’ll have to do some organization in public or in advance, like this.

    2. I believe that we should have a comment period at the beginning of the meeting, just to set precedence. It’s best to follow the rules of the WAMTA Board of Directors initially. I believe they offer 2-5 minutes to those who have prepared written statements and have requested time. Yes, I understand we won’t be able to respond, but it is a good exercise in gathering information and soliciting input, none the less.

    3. Yes, we should address meeting format, either in a group so we are ready for the next meeting, or in a committee. I was hoping at a minimum to standup the “RAC Rules Committee” to deal with these issues prior to the next RAC meeting. From past experience, I know it’s going to be impossible to expect 21 people to be able to discuss any issue without preparation and leadership. This lack of preparation and organization is why I’m recommending we form committees as quickly as possible to do the bulk of the RAC work.

    Thanks,
    Michael Snyder

    I. Michael Snyder
    wmata-rac@imsnyder.com

    [I apologize for paraphrasing others' comments. My goal for this BLOG is to share my thoughts and ideas. I offer up these email posts only to clarify my own thoughts. I invite other RAC members to comment directly.]


    Wednesday, January 11, 2006

    Proposed RAC Agenda - January 18, 2006

    The Riders' Advisory Council Meet & Greet is scheduled for Wednesday, January 18, 2006 at 6:30 p.m. in the Training Room (accessible through the lobby level cafe) of Metro's Headquarters* at 600 Fifth Street, NW in Washington DC. This reception will allow RAC Members the opportunity to meet and socialize with the Authority's Board of Directors and key WMATA staff.

    The first public meeting of the RAC, an organizational meeting, will commence promptly in the Meeting Room at 7:30 p.m.

    We are proposing that the organizational meeting agenda include introductions, an overview of the By-laws and Standards of Conduct, term selection and the setting of the meeting schedule.


    Per the RAC By-laws, the agenda must be available to the public 72 hours prior to the meeting. Hence, a WMATA will post the final agenda on the Web site (www.metroopensdoors.com) on Friday, January 13, 2006.



    I’m very anxious to get started, so I propose adding to the Agenda for January 18, 2006:


    1. Set aside at least 30 minutes for public comment. There should always be a public comment period at every RAC and RAC Committee Meeting.

    2. The election of a Chair, Vice-Chair, and the Second Vice-Chair to serve for the first 4 to 6 months, during organization of the RAC. With a new election to follow, once we know each other better, and have past the formation stage of the RAC.

    3. The establishment of Committees to research, review and make recommendations to the entire RAC. Initially, I propose that the rules for RAC Committees follow the rules for the WMATA Board of Directors' Committees. I would propose that committees be composed of 5 to 8 members only with an opportunity to have volunteer staff to support the committee's activities. We should also limit Committee Chairs to chair
      only 2 (or 3) committees per RAC member in order to maintain equity in
      group participation. Committees may only be required to meet
      quarterly depending on the anticipated work load.

    See "Board of Directors Procedures" for by-laws related to committees.

    I recommend initially the following 6 standing committees that shadow the Board of Director Committees. Although, these aren't my choices on how to split the work load, I believe it will help in aligning our findings to the Board of Director activities. We can also coordinate our research to align with committee activities. Later on we may choose to split some of these Committees to better align with "riders’ issues" and have maybe a 2 to 1
    relationship back to the Board Committees.



      1. Customer Service, Operations and Safety Committee
      2. Planning and Development Committee
      3. Real Estate Committee
      4. Budget and Audit Committee
      5. Policy and Legislation Committee
      6. Administration Committee

    I also recommend the following 6 standing committees to align with ridership and appointment of RAC members to research and advocate issues relevant to geographic location and mode of transportation.


    1. Maryland Committee
    2. Virginia Committee
    3. District Committee
    4. MetroRail Committee
    5. MetroBus Committee
    6. MetroAccess Committee

    Finally, I recommend a committee to address rules, by-laws, administration and finances for the RAC itself. This committee would allow a smaller group to research and develop the inner-workings of the RAC as well as provide an opportunity for "checks and balances" in our operation. I'd propose that this Committee be chaired by someone other than the RAC Chair, perhaps the "Second Vice-Chair."


    Additionally, we need to identify a RAC Executive Committee that would be responsible for Agenda planning, Support Staff Recruitment, and interactions with the Board of Directors. This Committee should be comprised of the Chair, Vice-Chair, Second Vice chair, and a number of key Committee Chairs (TBD).


    1. RAC Administration and Finance (Rules) Committee
    2. RAC Executive Committee

    • I propose the establishment of Sub-Committees to support the activities of the Committees by researching, review and making recommendations on more detailed topics and operations of WMATA. The following are a number of Sub-Committees that the Committees may consider in order to spread the effort required by each RAC Member.
    1. Communications
    2. Transit Police and Security
    3. Health and Safety
    4. Routing and Scheduling
    5. Regional Transit Coordination
    6. Pedestrian, Bicycle and Segway Access
    7. Fares
    8. Benefits and SmartCards
    9. Infrastructure, Maintenance, and Elevators
    10. Land Use, Parking and Facilities
    11. Audit
    12. Budget & Finance
    13. Information Technology
    14. Web Site
    15. Employment and Employee Relations

    5. As either a RAC discussion, or a "RAC Administration and Finance (Rules)
    Committee" activity, I would like to address the following topics:



      • RAC Organizational Charter – I propose the development of a Charter for the RAC to clarify the goals, roles, and rules beyond what is spelled out in the by-laws. Attached is a sample template for a Charter that might be appropriate to this RAC. Either way, it is important for the RAC to define its "purpose" for existence, including key goals and objectives.

      • Rider Volunteers - There are 920 applicants that were interested in the efforts of the RAC, but did not make it on the RAC. I would like to tap this energy and resource base to assist with RAC Committee research, education, and advocacy.

      • Non-Profit Organization Support - A number of organizations (Sierra Club, MetroRiders.org) have expressed interest in assisting the RAC by offering staff, web, and expertise. We need to harness this energy and this outlet for getting rider input and participation in the RAC activities.

      • RAC Budget, Facilities, Transportation Costs - As a real organization with real goals, I recommend that WMATA clarify the financial and resource allocations to the RAC, its committees, and its members. It is likely, that this volunteer position could create a burden on some of the members, and it would be unfair to impose limitations due to financial conditions. Likewise research, education, and studies may require financial and resource constraints that the individual members are unable to afford, therefore it would be appropriate for WMATA to give the RAC a budget, resources, and additional finances appropriate to the efforts.

      • Customer Service Data - The RAC would like a complete listing of “issues” raised by riders and recorded in the WMATA customer service database. We would like to know the status of these issues (e.g. how resolved, funded, under-funded, un-funded)

    Tuesday, January 10, 2006

    SmartBenefits Limitations


    As a small business employer located in the District, the SmartBenefits program offered by Metro is a great way to help defray some of the costs of commuting for my employees using tax-free money.

    However, yesterday I was reminded of the program’s limitations. I had a new employee start yesterday, but he lives in Baltimore and commutes by MARC train. Unfortunately, the SmartTrip card can’t be used on MARC and there is now way to move money from SmartTrip to the “unused” MetroChek fare cards, that MARC will accept for exchange.

    I have a number of employees that fall into the same category. So for these few staff, my administrator has to purchase MetroCheks using a separate order form for processing through the mail, while purchases for everyone else can be done electronically. Where’s the benefit in that?

    It would be great if SmartTrip cards could be used for all transportation across the region to include: MetroRail, MetroBus, MARC, MTA, BTCo, VRE, Ride-On, DASH, ART, CUE, Fairfax Connector, OTS, etc.

    If SmartTrip cards could be used anywhere then my entire commute could be paid for my SmartBenefits including computing my bus-to-rail and rail-to-bus transfers.

    Monday, January 09, 2006

    Bus Shelter Upgrades in DC

    DC Examiner
    January 9, 2006
    Mike Rupert
    Meetings planned on D.C. bus shelter upgrades

    "The D.C. Department of Transportation will begin holding public meetings this week on its plans to upgrade all existing bus shelters in the city and declare two major roads as federal scenic byways.
    Mayor Anthony Williams signed an agreement in September to replace all bus shelters and add maps and computerized real-time arrival information.
    For information visit www.ddot.dc.gov. - Mike Rupert"


    I've seen upgraded shelters with maps on Capitol Hill, paid for by advertising sponsors of the shelter. I've also seen shelters with computerized real-time arrival information at White Flint Metro Station. If DDOT is planning to combine these two enhancements into all the bus shelters in the District, then this will be a great improvement for Bus riders. I hope that WMATA, or we on the RAC can encourage other jurisdictions to follow through on this much needed "communication tool."

    Additionally, the shelters should include emergency call buttons and cameras to help with security. I'm sure the slightly added cost would be a "great" improvement. In my Security BLOG, I recommended the addition of a "safe haven" waiting area on Metro Stations with computerized real-time arrival information. Maybe, WMATA or DDOT can work on this security addition, or at least make sure the technology is scaleable.


    All bus shelter community meetings are from 7:00 pm to 8:30 pm.

    Representatives from DDOT and the bus shelter contractor, ClearChannel Adshel will describe the new program and respond toquestions:

    January 18, Ward 1, Greater Washington Urban League, Community Room, 290114th St., NW.

    January 19, Ward 2, Sumner School Lecture Hall, First Floor, 1201 17th St.,NW (at M St.),.

    January 11, Ward 3, St. Columba's Church, Great Hall, 4201 Albemarle St., NW

    January 12, Ward 4, Peoples Congregational United Church of Christ, Lemuel Haynes Chapel, 4704 13th St., NW.

    January 25, Ward 5, Woodbridge Library, Meeting Room #1, 1801 Hamlin St., NE(at Rhode Island Ave.)


    Scenic Byways

    At the following open houses, DDOT will provide overviews of the ScenicByway program and the draft recommendations from the first phase of DDOTByway study. The public will be invited to comment on the draftrecommendations and update information for the final document.

    January 17, 6-8 pm 2701 Pennsylvania Avenue (Police Substation)

    January 18, 2-4 pm 1101 24th Street, NW (West End Public Library)

    January 24, 6-8 pm 4901 V Street, NW (Palisades Library)

    January 25, 6-8 pm 921 Pennsylvania Avenue, SE (Old Navy Hospital)


    Friday, January 06, 2006

    As an Information Technology professional, I'd prefer to setup a database of "topics" organized by "category" to be discussed by the RAC.

    For now, I'll establish a BLOG posting for each category. If you have comments on a specific category, please post a comment to the appropriate category:

    (Index to Categories)

    Infrastructure Issues


    COMMUTING: WMATA to Look at Trash, Ceiling Stability
    (I.1 - I.2 Borrowed from BLOG by washingtonoculus)

    The Associated Press reports that the Washington Metropolitan Area Transit Authority is taking a look at two problems: vandalism/trashed buses and collapsing ceilings.

    I.1 - Trashed-bus problem

    On the trashed-bus problem, WMATA says there has been a 20-percent increase in bus trash and graffiti. One of the problems is that WMATA has a hard time retaining cleaning staff (... a 118-percent turnover rate). The agency is re-evaluating its cleaning strategy.

    "More Trash and Graffiti on Metrobuses" [AP via WTOP]



    I.2 - Ceiling Damage

    As you probably remember, part of the Farragut North metrorail station ceiling collapsed earlier this month. Nobody was hurt, but one of the exits to L Street was closed for repairs.

    WMATA "will now closely examine" ceiling anchors, instead of having inspectors looking for "obvious signs" of ceiling damage. ... How comforting.

    "Metro Promises Better Inspections of Station Ceilings" [AP via WTOP]





    All Categories:

    Can Metro Mark Where to Stand on the Platform?

    The Examiner
    January 6, 2006
    Steve Eldridge
    Sprawl & Crawl (DC Examiner)
    Platform Position




    Can Metro make up it's mind about telling passengers where to queue up to board the trains?

    I wrote to Sparwl & Crawl (My Letter) and was published on Septemeber 8, 2005:

    With the new use of 8 car trains that require perfect stops, can't the same magic be applied to all trains?

    Why are the doors blocked you may ask? Well, it's hard to know where to stand in line for the door, as no two trains stop at the same spot. In London and other subway systems, they mark where the doors will be and people queue up for ease of boarding without accidentally block the doors.

    Metro Responded:
    The reason that won't work is that Metro runs a variety of train consists (yes, consists) and the "match-up" for the doors on the four-, six- and eight-car trains are different. If you had loading areas for each, the platforms would look like the pavement at an elementary school where the kids are playing hopscotch.




    I wrote back again (My Second Letter) and recommended using laser lights or LEDs. But now they seem to be able to mark on the platform where the train doors will be located.

    Did they change the "train consists"?

    Did they make up the prior story?

    Are they going to mark the platforms, but tell us to ignore the signs when the doors don't line up?

    Are they going to switch to 8 car trains 100% of the time?

    I guess we'll have to wait and see.

    If Metro can pull this off, then it will be great for getting passengers on and off the trains faster, because we won't be blocking the doors when the platforms are packed!

    At least those of us who do stand back from the doors. (;-)>

    See my BLOG - Category: Communications for more on this and other communication topics.

    I. Michael Snyder
    WMATA Riders' Advisory Council
    Council Member for Maryland - MetroRail

    Is there room for more riders on Metro?

    DC Examiner
    January 06,2005
    Christy Goodman
    Metro Plans for More Riders

    Growth in Ridership

    "The stations were not designed for the number of people the system already handles and will face problems in the future, said Edward Thomas, Metro's assistant general manager of planning and technology."

    MetroRail has seen over 100% growth in ridership over the last 10 years at some Metro Stations. The trains are already packed during rush hour. Yes, 8 car trains are going to help, if Metro doesn't reduce the number of trains.

    But can we afford to grow another 100% or more in the next 10 years?

    I'm looking forward to my education on the Riders' Advisory Council from Metro on how we're going to be able to squeeze more people onto an already over burdened system.

    In an earlier BLOG I asked about "transportation modeling" for better management of Buses on our over burdened roads. I'd like to see "transportation modeling" used to manage the greater demands on MetroRail as well.

    My gut tells me that even if we could optimize the schedules, max out the trains to 8 cars, and remove seats to make room for more sardines (err passengers) the system is just not going to scale.

    Add on to this the problem of deteriorating infrastructure (escalators, elevators, and cracked concrete in stations) and the cost to improve the system is going to be much greater than the $1B budget WMATA has now.

    Where was the planning for this system in the first place? Why do we only have one pair of tracks running through most stations?

    We can't even move to a system that allows us to use express and skip-stop trains!

    Good thing lots of the new jobs are out in the suburbs where they don't have to worry about MetroRail. (;-)>

    Telework Anybody?

    I. Michael Snyder
    WMATA Riders' Advisory Council
    Council Member for Maryland - MetroRail

    Thursday, January 05, 2006

    DHS Bases Grants on Risk - Is Metro Playing?

    Washington Post
    January 4, 2006
    By Dan Eggen

    D.C. May Benefit as DHS Bases Grants on Risk


    "Regions at the highest risk of terrorist attack or natural disaster will receive an increased share of grant money under a new urban funding formula unveiled yesterday by the Department of Homeland Security . . . The metro D.C. region was already targeted by terrorists. As the seat of government it just goes to reason that we would continue to be high on their list."

    Has Metro applied for funding from DHS?

    Following are just two initiatives that Metro could use DHS Grant funding to pursue.

    1. More Metro Police and/or security coverage is needed at stations.

    Not ever station has a Metro Transit Police Officer at all times. I understand that the police force just doesn’t have that many officers to cover all 86 stations from 5:00AM to 12:30PM and later on weekends and during events. Metro Transit Police currently has 400 sworn officers, to cover a 1,500 square mile Transit Zone. Full coverage of each station would require 310 of those officers to strictly man one train station each. This would leave only 80 officers to cover the remainder of Metro Transit Police’s buses, parking lots, facilities, train cars, etc.

    2. Metro Transit Police needs to published an evacuation plan for each subway station.

    Since the fire at the Woodley Park Metro station, it is my understanding that the Metro Transit Police has worked on ways to better coordinate with the local jurisdiction and has produced plans for some of the stations.

    I would like to see the plans posted or published for customer access and comment. I know that riders that frequent stations may have some better ideas and alternatives that Metro may not have considered.

    I would also like to see the plans for crown control, bus queuing, and staffing.

    See my BLOG - Category: Transit Police and Security for these and other security topics.

    I. Michael Snyder
    WMATA Riders' Advisory Council
    Council Member for Maryland - MetroRail

    Wednesday, January 04, 2006

    Google Maps and Google Transit

    Google Maps


    Google has a great API (application programming interface) for letting developers build their own Google Maps. I built one for Metro, as a demonstration for one of my Atlantic Oracle Training Conferences sponsored by the Mid-Atlantic Association of Oracle Professionals (MAOP).



    My version can also be found on my CASEtech website at: Washington DC - Metrorail
    WMATA also has a version that's hidden on their website at: Metrorail Street Maps



    Google Transit

    "Do you live in or near a city? Want to go someplace—to the airport, to dinner, to work every day—and not worry about the hassles and expense of driving and parking? Google Transit Trip Planner enables you to enter the specifics of your trip—where you're starting, where you're ending up, what time of day you'd like to leave and/or arrive—then uses all available public transportation schedules and information to plot out the most efficient possible step-by-step itinerary. You can even compare the cost of your trip with the cost of driving the same route!"

    Google the folks that brought us search engines, maps, and real-big email boxes is beta testing Google Transit:

    www.google.com/transit At the moment they're only offering this service for the Portland, Oregon metro area, but they plan to expand to cities throughout the United States and around the world.

    What about Washington, DC? I would like to see WMATA provide Google with all the data they need to be able to implement Google Transit for the Washington Metropolitan Area. Then when we're looking for the best way to get from here to there, we can get the whole picture, in a map!

    Until then, Metro has a great
    Trip Planner.

    But I still think, you've got to love those maps for making it quick and easy!




    Tuesday, January 03, 2006

    Life on the DC Metro RAC - New Year’s Resolution

    Over the Holidays, I spent a fair amount of time reviewing and rereading materials on “rider issues” with Metro. I used the information to make some updates to my List of Categories as well as add some links to websites, BLOGs, and forums of interest to the Metro rider community.

    I’ve discovered that my blogging takes a bit more time than I originally anticipated, as I’m trying to craft my messages so as not to offend those at WMATA. I’m also trying to take my time and clearly understand the issues that are brought to my attention before discussing alternatives and options for implementation.

    My philosophy has always been to bring forward solutions or ideas for resolving issues at the same time a problem is identified. Anyone can complain about service … it takes some thought and consideration to think through the problems and offer-up suggestions.

    I’ve also discovered in my research, that WMATA has a number of initiatives already on the books to address issues that I and others have identified.

    As the processes of the Riders’ Advisory Council progresses, I’m hopeful that the discussion, planning, and review process for identified issues is more open to public scrutiny. As with the identification of “bugs” in software, it’s nice to know that the issue has already been identified and alternatives are being considered. This feedback process is very important, so that the customer base knows that they are being heard and being given consideration. Likewise, when a customer has a similar complaint, there is an opportunity for expanded information, additional comments, and an opportunity to assist with prioritization through group consensus.

    I really have to come up with an alternative method of posting my topics for consideration, as using a BLOG Topic doesn’t help you the reader to know which topics have been updated. I might consider posting my issues to the forum at
    http://www.metroriders.org/ that is hosted by one of my fellow RAC members, Kevin Moore.

    My resolution to you is to continue this BLOG and do my best as your representative on the Riders’ Advisory Council to keep you informed and aware of issues as they progress through WMATA’s lifecycle.

    Thank you for your support,

    I. Michael Snyder
    WMATA Riders' Advisory Council
    Council Member for Maryland - MetroRail


    All Categories: