April 11, 2006
What Metro Needs: A Good PA
Today we're kicking off a new transit feature on DCist -- What Metro Needs. Over the next few weeks -- and months, should the content merit it -- we'll be going through the many things, big and small, that we believe Metro could use to provide better service to the increasing number of people that rely on it to get to and from work and home. Some of these will be opinions based on particular commuting experiences, some based on our knowledge of best practices on other comparable transit systems. And in this we will need your input. If you know of something you wish Metro had to make your commute an easier one, please let us know.
Today as we entered a station along the Orange and Blue Lines, we looked over onto the platform and noticed a standing train emptying its human cargo, turning off its lights and pulling away from the station. Mechanical difficulties, we guessed. The station manager took to the public announcement system to quell the brewing commuter revolt, but his feeble attempt to communicate the reasons for the disembarkation and extend his apologies were lost in distortion and the station's cavernous halls. The commuters -- now anxiously crowding the platform -- were none-the-wiser as to why their trip to work had been interrupted.
While a small gripe for sure, Metro's lack of a properly functioning PA system is not only frustrating, it is also dangerous. While we don't miss much when we can't understand which escalators are in and out of service, we may run the risk, given a terrorist incident or natural disaster, of not being able to hear key evacuation instructions. First and foremost in any emergency is the ability of the authorities -- be they a Metro conductor, a station manager or a transit police officer -- to communicate with the people they seek to direct and protect. Given Metro's dismal PA system -- comparable only to those rear speakers in your decade-old car that have been cranked too loud too many times -- the transit agency has surrendered itself to not being able to bark out orders or offer information to the very people that may need it.
Of course, we sympathize with Metro's plight. Few of the stations offer much in the way of acoustic integrity, leaving amplified voices at the mercy of their huge, reverb-laden halls. Similarly, we imagine that the transit agency hasn't put too much stock into replacing the PA system's speakers -- an endeavour that could prove costly. But given the obvious security and informational needs, we think it's high-time the investment be made.
Picture taken by iceman882.
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I'd wager that the distortions are largely due to:
- Operator Error - pre-recorded announcements come across clearly, it's the station manager and train driver announcements that are generally distorted, probably due to speaking too closely or too far from the microphone
- Water Damage - a good number of the ceiling speakers (on the red line, in particular) appear to have signs of water damage.
Maybe Metro's 'professionalism and customer courtesy' classes should include 'microphone use,' as well.Actually, WMATA tried to implement a diction course for Metro operators, but I'm not sure what the state of said program is. The program was fairly basic: teaching drivers a standard (and proper) pronunciation for each stop.
But the equipment is old and likely damaged, like you speculate. There's been a lot of water infiltration over the years and not a lot of capital improvements - after all, they're still getting over the cheap escalator debacle, 30 years after the system first opened.
Dan = good point. The pre-recorded announcements ("we care about your safety...please don't leap to your death like an friggin' idiot, etc") sound quite clear. The difference seems to be one of hardware: those gooseneck condenser mics used by train operators are worthless.
My MetroBus Request -
Give discounts to users of SmarTrip® cards on buses to encourage their ubiquitous use. Waiting for people to fumble with change and bent dollar bills, as well as transfer tickets adds at least 5% to bus travel times. Increased SmarTrip® usage also has the additional benefits of lower costs to Metro as well as making the service cheaper for residents and more expensive to tourists. This is a Win-Win situation in my book.
Chris: I actually interviewed with WMATA a couple months ago (got the job but turned it down for too little money), but in the interview, I mentioned your suggestion, among many others. Their response was that because the SmartTrip cards cost $5, it was biased against the poor. I of course pointed out their faulty logic, and I also said to just make the cards free. Or, I said, next time they wanted to raise fairs, just raise fairs on all non-Smart Trip rides. They simply did not agree.
They've updated the signage at Verizon Center to match what the train operators have to announce over the PA...why not more consistency? Let's change the signs to read Druidishyerary Square, Fort Union Station, Vyena/Fairfax (rhymes with hyena), etc.
I like the Smartrip ideas, either giving it out for free or giving a small discount.
My pet peeve about metrobus is people exiting at the front of the bus. In Chicago it is a social norm to exit at the back of bus, they even have signs up reminding people to do so. It is a simple thing, is not difficult, and is a big time saver, especially at busy intersections like 14th and U, where you always have lots of people exiting and entering the busses. I think Metro should make a concerted effort to tell people to exit at the back of bus, including signs and announcements.
I agree with the SmarTrip discount for bus riders. It's a great incentive. Many toll road authorities give discounts to motorists who use their electronic transponders (vs. paying with cash) -- Dallas', for example, knocks off between 15 and 25 cents per toll, depending on the location, if you have a TollTag. It caused a minor rush for people to get them. And traffic flows better because people don't stop. Why not SmarTrip?
Considering SmartTrip cards as biased against the poor because it costs $5 is silly. However, they could be considered biased against the poor because it requires a credit card to buy one (at least via mail. I know you can buy them from some Metro stations, but I'm not sure if you need a credit card there too).
Honestly I find that the normal crowd on my morning bus either has a smartrip or is ready with the buck and quarter. I figure there's incentive enough in having a smartrip by not having to be sure you've got the right change.
Reid: Nope, you don't need a CC to buy a SmartTrip card in the metro station store - I paid cash for mine.
Two words: DEDICATED FUNDING. Are you listening Virginia? Maryland, y'hear?
They could just bring back the 10% bonus for buying $20 or more of fare at once. Eliminating that was a big stealth fare increase for commuters.
I haven't heard Vyena, but I have heard announcements for Grovesner and for Dewpoint Circle.
Those stations that have parking like Fort Totten in DC have dispensers for Smart Trip that take cash. And the whole cost is only $10, instead of the $20 it costs to buy it online. They need more of those machines, whether their is parking there or not.
As for the station announcements, I don't think WMATA is in compliance with ADA requirements because of the audio requirements. The San Francisco Bay Area has added automated announcements (for street locations on buses and next train announcements on rail) to meet ADA requirements on its dozen or so transit systems (or maybe its only a half dozen, either way, its several). California state law is more strict in terms of accessibility, though, so that might be a state requirement. (Like those brown platform edges wouldn't cut it, they have to be caution yellow, etc.)
I was on a train that ended up offloading all its passengers at the cemetery one morning a few weeks back. They didn't even bother to give us a garbled explanation of what was going on.
Well, my first thought when I read Chris's suggestion was exactly what Metro told Steve. I don't know how accurate that is, though. Eliminating the 10% discount was also supposed to be a progressive move--people who can afford to put $20 on a card tend to be people with more money, in theory. I had somehow remained oblivious to that change, until I noticed that I had to refill my card a little more often.
I stand corrected. Smartrip cards aren't biased against the poor. Although Metro might look at who actually buys them and conclude that for whatever reason, poor people don't buy them. That's not necessarily a good reason not to give them more of an incentive to buy one, but that's Metro logic for you.
Also, re Grosvenor. I'm not entirely sure how to pronounce that myself. I think the "s" might be silent, like the french word "gros" which means fat and rhymes with "grow". But I'm not sure. I recently heard somebody on WAMU talking about how most people dont' know how to pronounce it right, but I can't remember how he pronounced it.
Bring back the old fare card machines that had smartrip in them. They were great: Step 1 Insert money/fare card,...Step 2 Touch Smart Trip....leave.
Also, make a tourist friendly fare card machine. It should have big buttons and all it should ask is what station are you going to and is it a Roundtrip. Tourist and math don't mix.
Bring back the old fare card machines that had smartrip in them. They were great: Step 1 Insert money/fare card,...Step 2 Touch Smart Trip....leave.
Also, make a tourist friendly fare card machine. It should have big buttons and all it should ask is what station are you going to and is it a Roundtrip. Tourist and math don't mix.
Reid, I'm pretty sure you're right about the "s". It's two syllables: GROVE-ner. The problem is some people not only pronounce the "s" but for some reason put it after the "v": GROVES-ner.
Elizabeth, I see your point, but I don't think that getting a $20 bill is like having to save up for a deposit for an apartment. Besides, the poor are the ones who would really benefit from the 10% bonus (which you and I don't particularly notice, as you say).
I kind of like the London underground fare machines, though they don't look much more tourist friendly than Metro's in terms of signs and labels. (I also love that Metro has started placing fare lists for all the stops, like they have at the bottom of maps in each station, at the top of the farecard machines).
But the London machines I used last year had a touch-screen that should show a list of possible destinations. Touch your desired stop, and it told you how much to put in.
On a Washington Post online chat last week, one of the transportation reporters said Metro is looking into a new SmarTrip card that may cost $3. But they have to make it cost something to make it seem less disposable than the standard farecard. Otherwise, you get a bunch of computer chips in the trash.
How about WMATA putting supervisors to watch over bus lines late at night. I ride home from work at around 12:30 a.m. every night, and buses are NEVER on time (either 10 minutes early or 10 minutes late, usually). That the drivers can't follow the schedule when there is no other traffic on the road is ludicrous, and is a sign of zero supervision.
1. Replace the rush-hour(s) restriction on bikes with a common sense "no bikes on crowded trains" rule.
2. Pay by the mile bus and train fares (with smartcard) - swiping card when exiting the back of the bus takes care of front door exiters
3. Fewer escalators/more stairs
4. Nextbus technology (I know it's coming) and Nextrain but outside the station (not just outside the gate).
5. Better signs in the station so you know which stop you're at without having to squint and search. And numbered stations (for example: Huntington is stop 101, Eisenhower is 102 etc... for the yellow line and Branch Ave is 201, Suitland 202 etc... for the green and so on)
Oh that's right. I think perhaps Grove-sner is easier to say than Grove-ner. Going from a "ve" sound right into a "n" sound isn't as easy as going from an "s" sound into an "n" sound.
I don't ride up that far very often, so I don't know whether they're saying Grosvenor right or not. But I know they butcher Judiciary Square constantly by adding extra u's and r's. It's more like Judishurary instead of judishe-airy.
Whatever, so long as they don't fall asleep and hit another train.
A couple of thoughts:
Dan S.: the reason that strip maps are used in the London Underground, certain lines on MTA subways, and MBTA "T" trains is that they use different train equipment on different lines. So one model of train works one line on the system for its lifetime.
With the common equipment used on all WMATA Metro trains, though, it's not as easy to pull off. The Rorh, Breda, CAF and Alstom trains used by WMATA are meant to be interchangable. It is possible to install an electronic sign in the cars that can adjust to each line, but that'd be a capital expense that looks a bit much when they can't keep the escalators and elevators running reliably.
What Metro really needs is six car trains on the Blue Line during rush hour. Jeezy Creezy.
Also, I don't think the English pronouciation of Grosvenor is necessarily the correct one here. For example, the Thames River in Connecticut is pronounced with a "th" sound and rhymes with James. The English river has a hard "t" and rhymes with gems.
That might grate on English ears, but hey Revolutionary Wars and Wars of 1812's are supposed to have consequences...
Dan S., it's only "Grove-nuh" if you have a British accent, or Bostonian, or some kinds of Southern, or something else that's nonrhotic. In Standard American English, it's "Grove-ner", a spelling that works just as well as "-nuh" for those with the nonrhotic dialects too.
Reid, I'm not convinced that /vzn/ is really easier than /vn/. It's not like sticking a /p/ in the middle of "something". People are just confused.
1. Recently I was almost blown off the bench in the Friendship Heights station by a speaker that was loud enough to be heard on Capitol Hill. Two days in a row, so it wasn't a fluke.
2. Exiting the bus through the back door does make boarding quicker, but it's harder to get down those steps for lots of people-- and I don't mean only people who are obviously handicapped-- just a stiff knee from a little arthritis can make a difference.
3. Amen to the SmartTrip cards for the bus. Make them easier to buy, and give incentives.
Rudi, three strip maps would take care of the entire system:
- Red Line
- Orange/Blue Lines
- Green/Yellow Lines
It would require nothing different from how the Tube maps depict the divergent destinations of lines like Piccadilly (Uxbridge/Heathrow).Prohibit smoking at bus terminals adjacent to the Metro stations. People waiting for a bus shouldn't be forced to inhale secondhand smoke. The tobacco litter is also unsightly. Bus riders should have the same rights as metro passengers for waiting in a smoke-free area for the next bus or train.
I would love to see Metro adopt the NexTrain/Bus technology - the London bus stops that had it were marvelous, especially when deciding whether it was worth it to wait, or if better off just walking.
Ditto the need for SmarTrip machines in ALL stations, not just ones with parking. It's a biased system, as it currently is, and inefficient (my smartrip died one night and it took me until the next afternoon to get a new one).
Also, Metro needs to embrace train cars with bench seating along the sides, not the pairs of seats. The current seating makes it difficult to move past someone who is standing, and there aren't enough poles for shorter people to hang on to. The Northern Line, in particular, stands out in my mind of an example of London's use of this, but also MTA and MBTA are good examples. It's not a sleepy 1970s transit system anymore, and Metro needs to realize that and move forward.
1. Generally, I wish the Metro employees didn't bark at people.
2. Specifically, I hate when the announcer shouts "Use all available doors!" -- as if everyone in the car is crowding through one door and the other one is being completely ignored! That's not the problem! The problem is that people cluster in the doorways, understandably to make getting off easier, so it's a fight to get out sometimes.