**Massachusetts Bay Transportation Authority (MBTA)**

***Summary of Observations***

**Assessment of Stop Announcement**

**and Route Identification Efforts**

**&**

**Assessment of Lift Reliability and Maintenance**

# July 2000 {#july-2000 .unnumbered}

**Prepared for**

**Federal Transit Administration**

**Office of Civil Rights**

**Washington, D.C.**

**Prepared by**

**Planners Collaborative, Inc.**

**with**

**Multisystems, Inc.**

**Final Report**

**April 20, 2001**

# CONTENTS {#contents .unnumbered}

**INTRODUCTION**

> Overview of the Assessment Report i
>
> Overview of the System iv

## PART I: Assessment of Stop Announcement and Route Identification Efforts {#part-i-assessment-of-stop-announcement-and-route-identification-efforts .unnumbered}

> Purpose of the Stop Announcement and Route Identification Assessment
> I-1
>
> Overview of the Stop Announcement and Route Identification Assessment
> I-2
>
> Observations of On-Board Stop Announcements I-3
>
> Observations of Route Identification System I-22

## PART II: Assessment of Lift Reliability and Maintenance {#part-ii-assessment-of-lift-reliability-and-maintenance .unnumbered}

> Purpose of the Lift Reliability and Maintenance Assessment II-1
>
> Overview of the Lift Reliability and Maintenance Assessment II-3
>
> Observations of Lift Reliability and Maintenance II-4
>
> Observation of Elevator Reliability & Maintenance II-22

### ATTACHMENTS {#attachments .unnumbered}

### Attachment A MBTA On-site Assessment Schedule and Exit Conference Materials {#attachment-a-mbta-on-site-assessment-schedule-and-exit-conference-materials .unnumbered}

> Attachment B Excerpts from MBTA Bus Operations*: Customer Relations
> Manual,* and Related Materials
>
> Attachment C Sample Stop Announcement Lists and Route Schedules/Maps
>
> Attachment D Bus Stop Announcement Monitoring Program
>
> Attachment E Assessment Review Forms
>
> Attachment F Lift Bus Service & Fleet Distribution Information
>
> Attachment G Sample Maintenance Forms & Reports
>
> Attachment H Excerpts from MBTA Bus Operations: *Vehicle Operations
> Manual* and Related Materials
>
> Attachment I Correspondence from MBTA: April 2, 2001

# Introduction  {#introduction .unnumbered}

#  {#section .unnumbered}

**Overview of the Assessment Report**

The Federal Transit Administration (FTA) is responsible for ensuring
compliance with the Americans with Disabilities Act of 1990 (ADA) and
the U.S. Department of Transportation (USDOT) regulations (49 CFR Parts
27, 37, and 38) that implement this civil rights law. As part of its
compliance efforts, FTA, through its Office of Civil Rights, conducts
periodic assessments of fixed route transit services operated by
grantees. This report includes the results of two fixed route service
assessments of the Massachusetts Bay Transportation Authority (MBTA),
located in Boston, conducted during early July 2000. The assessments
evaluated the MBTA in the following two areas:

-   Assessment of Stop Announcement and Route Identification Efforts,
    and

-   Assessment of Lift Reliability and Maintenance.

    FTA notified the MBTA in June 2000 that this assessment would be
    conducted in the near future. In order to get a fair assessment of
    route announcement and vehicle/route identification practices, the
    exact dates of the on-site visit were not provided in the
    transmittal letter. The notification letter indicated that after
    spending a few days on-site, the assessment team would contact MBTA
    to arrange for meetings with staff and to schedule an exit
    conference.

## Part I of this report describes the results of the Assessment of Stop Announcement and Route Identification Efforts for fixed route bus, rapid rail/subway, and commuter rail service. Part II describes the results of the Assessment of Lift Reliability and Maintenance for fixed route bus services and includes a review of elevator reliability and maintenance at rapid transit/subway stations. 

Planners Collaborative, Inc. of Boston, Massachusetts, and Multisystems,
Inc. of Cambridge, Massachusetts, conducted the assessment. Rosemary
Mathias of Multisystems served as the assessment team leader. Donald
Kidston and Brian Barber of Planners Collaborative assisted with the
review, along with Russell Thatcher of Multisystems. A schedule for the
assessment will be found in Attachment A. An exit conference was
conducted on Tuesday, July 18. In addition to Ms. Mathias, Mr. Kidston,
and Mr. Barber, the following MBTA representatives attended the meeting:

-   Alan Castaline, Director, Operations, Passenger Services and
    Schedules;

-   Kathy Cox, Office for Transportation Access (OTA), Manager, Fixed
    Route Services;

-   Thomas Cunha, Chief Mechanical Officer, Bus;

-   Richard Daley, Director of Bus Operations;

-   Anne Herzenberg, Chief Operations Officer;

-   Ron Mariani, Office for Transportation Access, Senior Program
    Coordinator, Fixed Route Services; and

-   Kevin McGuire, Superintendent, Cabot District.

Cheryl Hershey, FTA's ADA Group Leader, and Roger Peralta, also of the
FTA Office of Civil Rights, participated via conference call. A handout
distributed at the meeting is included in the Attachment.

On November 2, FTA forwarded a draft report prepared by the assessment
team to the MBTA for review. The MBTA provided comments on the draft
report and identified corrective actions in an April 2, 2001 letter from
Robert H Prince, General Manager. The MBTA response appears in
Attachment I.

The remainder of this section provides an overview of the services
provided by the MBTA.

**Overview of the System**

### Massachusetts Bay Transportation Authority {#massachusetts-bay-transportation-authority .unnumbered}

The Massachusetts Bay Transportation Authority was created in 1964. The
MBTA was one of the first combined regional transportation planning and
operating agencies to be established in the United States and is a
political subdivision of the Commonwealth of Massachusetts. The "T" as
it has come to be known, is the nation\'s sixth largest mass transit
system. Service is provided to 78 cities and towns that comprise the
MBTA\'s district and another 52 communities in eastern

Massachusetts. These communities have a population of more than 2.6
million, with a service area of 1,038 square miles. The MBTA provides
the following services:

-   Fixed route bus and trackless trolley services;

-   Rapid transit/subway lines;

-   Commuter rail;

-   "Inter-district" commuter bus service;

-   Water ferries; and

-   ADA Complementary Paratransit.

The MBTA maintains 3 rapid transit lines (Orange, Red, and Blue), the
Green Line (with four branches), the Mattapan (Trolley) High Speed Line,
13 commuter rail lines, and 170 bus routes (including 4 trackless
trolley routes) (see Table 1). Its rolling stock includes 1,034 buses
(including 50 trackless trolleys), 219 light rail vehicles, 12
Presidential Conference (trolley) Cars (PCCs), 80 commuter rail
locomotives, 362 commuter rail coaches, 155 MBTA-owned paratransit vans,
and an additional 120 contractor-supplied paratransit vans.

##### Table 1. Summary of Routes, Station Stops, and Line Miles by Mode {#table-1.-summary-of-routes-station-stops-and-line-miles-by-mode .unnumbered}

+-----------------------------+------------+------------+------------+
| **Mode**                    | **Routes** | **Station  | **Line     |
|                             |            | Stops**    | Miles**    |
+-----------------------------+------------+------------+------------+
| Rapid Transit (Red, Blue,   | 3          | 53         | 36.5       |
| Orange)                     |            |            |            |
+-----------------------------+------------+------------+------------+
| Green Line & Mattapan       | 5          | 78         | 28.0       |
| Trolley                     |            |            |            |
+-----------------------------+------------+------------+------------+
| Commuter Rail               | 13         | 119        | 402.4      |
+-----------------------------+------------+------------+------------+
| Bus & Trackless Trolley     | 170        | 9,000      | 730.0      |
+-----------------------------+------------+------------+------------+
| Water Ferry                 | 4          | 6          | N/R        |
+-----------------------------+------------+------------+------------+
| N/R = Not Reported          |            |            |            |
|                             |            |            |            |
| Source: MBTA Web Site       |            |            |            |
| information                 |            |            |            |
| [http://www.mbta            |            |            |            |
| .com](http://www.mbta.com/) |            |            |            |
+-----------------------------+------------+------------+------------+

The MBTA directly operates most services, except for commuter rail,
which is operated by National Railroad Passenger Corporation (Amtrak),
and The RIDE, which is provided by four private contractors. Private
carriers operate six of the fixed routes (the #700 series routes) using
10 lift-equipped buses. Private contractors also operate the
"inter-district" commuter bus routes using over the road coaches.
Additionally, the MBTA provides limited operating funds to local
community bus services, such as the B-Line in Burlington, Dedham Bus in
Dedham, Lexpress in Lexington, and the Lift in Framingham. Private
companies under contract to the individual municipalities provide these
community bus services.

Approximately 695,000 one-way passenger trips per day are taken on the
MBTA's subway, bus and commuter rail systems. The average weekday
ridership for the entire system exceeds 1.1 million. The ridership
numbers represent daily boarding for each of the lines. The sum of
boardings is greater than the 695,000 passengers per day figure
mentioned above because many people transfer to make a complete trip.
Table 2 shows the average weekday boarding statistics by mode.

##### Table 2. Average Weekday Boarding Statistics by Mode {#table-2.-average-weekday-boarding-statistics-by-mode .unnumbered}

+------------------------------------+---------------------------------+
| **Mode**                           | ##### Aver                      |
|                                    | age Weekday Boardings {#average |
|                                    | -weekday-boardings .unnumbered} |
+------------------------------------+---------------------------------+
| Rapid Rail/Subway                  | 637,000                         |
+------------------------------------+---------------------------------+
| Mattapan Trolley (High Speed Line) | 7,000                           |
+------------------------------------+---------------------------------+
| MBTA Bus                           | 360,000                         |
+------------------------------------+---------------------------------+
| Commuter Rail                      | 120,370                         |
+------------------------------------+---------------------------------+
| Commuter Ferries                   | 4,150                           |
+------------------------------------+---------------------------------+
| ADA Complementary Paratransit      | 4,100                           |
+------------------------------------+---------------------------------+
| Total                              | 1,138,620                       |
+------------------------------------+---------------------------------+
| Source: MBTA Web Site information: |                                 |
| [http://ww                         |                                 |
| w.mbta.com](http://www.mbta.com/). |                                 |
+------------------------------------+---------------------------------+

For this study, the assessment team evaluated fixed route bus, light
rail/subway, trolley, and commuter rail services. This assessment did
not include water ferries, commuter bus services or local community bus
services.

## Formal Complaints {#formal-complaints .unnumbered}

ADA-related service complaints are made directly to the MBTA's Office
for Transportation Access (OTA). OTA oversees programs and services for
persons with disabilities and senior citizens. OTA manages the MBTA\'s
ADA Complementary Paratransit program, (The RIDE), the Call-A-Lift Bus
Program, the Senior and Access Pass Office, and the Travel Training
Program. The office addresses all customer questions and concerns
regarding station, vehicle, and program access for the MBTA\'s fixed
route services and commuter boat. In addition, OTA staff provides travel
information for customers who require an accessible route to get to
their destination.

Most complaints are received via telephone, although a few are made in
writing or in person. The information is entered into a computer
database, with a copy forwarded to the appropriate district or division
for investigation. Districts are given 15 days to provide a response to
OTA. Sixty complaints were filed concerning stop announcements between
July 1, 1999 and June 15, 2000. Another 91 complaints were filed
regarding lift maintenance and reliability during that same period.

ADA complaints also may be filed with the Federal Transit Administration
Office of Civil Rights. Since 1998, FTA has recorded one complaint
related to MBTA rapid transit elevators and fixed route lift
reliability. The complaint described an incident involving an elevator
that was out of service at an MBTA rapid rail station on the Orange Line
and the sequence of events that followed as the passenger completed the
trip. Upon investigation, the MBTA determined that the elevator was out
of service for a three-hour period because of a malfunctioning
electrical gate contact. The incident had been properly reported and the
elevator was repaired in a timely manner. Although there were delays in
rerouting transportation for the passenger via The RIDE, as well as
difficulties with a malfunctioning lift on a fixed route bus when the
passenger returned home, the passenger did arrive at her destination and
the MBTA appeared to be responsive throughout the incident. Attempts by
the FTA to follow up with the individual via telephone and registered
mail were documented as unsuccessful.

No complaints are on file at the FTA pertaining to fixed route stop
announcements or route/vehicle identification announcements.

###### Part I {#part-i .unnumbered}

######  {#section-1 .unnumbered}

###### Assessment of Stop Announcement {#assessment-of-stop-announcement .unnumbered}

###### and Route Identification Efforts  {#and-route-identification-efforts .unnumbered}

######  {#section-2 .unnumbered}

# I.1 Purpose of the Stop Announcement Assessment {#i.1-purpose-of-the-stop-announcement-assessment .unnumbered}

The U. S. Department of Transportation regulations implementing the
Americans with Disabilities Act of 1990 (ADA) contain two requirements
that are meant to assist persons with vision impairments and other
disabilities to use fixed route transportation services. Section 37.167,
subsections (a) and (b), which apply to public and private entities that
operate fixed route systems, require that:

> *...the entity shall announce stops as follows:*

\(1\) ...at least at transfer points with other fixed routes, other
major intersections and destination points, and intervals along the
route sufficient to permit individuals with visual impairments or other
disabilities to be oriented to their location.

\(2\) ...any stops on request of an individual with a disability.

Section 37.167(c) requires that:

Where vehicles or other conveyances for more than one route serve the
same stop, the entity shall provide a means by which an individual with
a visual impairment or other disability can identify the proper vehicle
to enter or be identified to the vehicle operator as a person seeking a
ride on a particular route.

This part of the assessment focused on the MBTA's efforts and successes
in implementing the stop announcement and route identification
requirements described above. Included in this section are:

-   A description of the approach and methodology used to conduct the
    assessment;

-   Observations and findings related to each of the two requirements;
    and

-   Recommendations of the review team for addressing issues identified.

**I.2 Overview of the Stop Announcement Assessment**

As noted above, this part of the assessment focused on compliance with
the fixed route stop announcement and external vehicle/route
identification requirements of the regulations. The assessment first
involved the collection and review of key service information prior to
the on-site visit. This information included:

-   The current fixed route system map;

-   A complete set of schedules for each fixed route;

-   A copy of individual stop announcement lists developed by the MBTA
    (*Bus Operations ADA Announcement Handbooks*);

-   The *Bus Operations Manual* (part of the Driver Training Program),
    which outlines operating policies and procedures;

-   Notices, bulletins, and memoranda detailing stop announcement and
    vehicle/route identification policies;

-   MBTA service monitoring information related to stop announcements
    and vehicle/route identification; and

-   Recent service complaints regarding stop announcements or
    vehicle/route identification.

    The on-site assessment of stop announcements and vehicle/route
    identification was conducted from July 5-11, 2000. Because the
    assessment team was from the Boston area, team members were able to
    make a few observations just prior to that period (and after the
    MBTA was notified of the review). During the on-site assessment, the
    team rode the fixed route system and made observations of stop
    announcements and vehicle/route identification practices. The
    assessment team contacted the MBTA on Tuesday afternoon (July 11)
    and arranged to interview various MBTA staff members later in the
    week and Monday of the following week. In-person and telephone
    interviews were conducted between July 11 and 17 with various MBTA
    staff members from the Office for Transportation Access, subway
    training, bus training, and contracting.

    Telephone interviews also were conducted with more than a dozen
    local human service agency representatives and persons with vision
    disabilities who regularly use the MBTA fixed route service.

    I.3 Observations of On-Board Stop Announcements

    To determine the MBTA's current performance in providing on-board
    stop announcements, the assessment team collected the following
    information.

```{=html}
<!-- -->
```
-   Information about MBTA policies and procedures for announcing stops
    was reviewed;

-   The operator training materials were reviewed;

-   Ten bus drivers were interviewed to ascertain their understanding of
    stop announcement policies;

-   Thirteen individuals, who are regular riders or who have clients who
    are regular riders of the MBTA bus system, were interviewed by
    phone, with some comments being provided via e-mail; and

-   The review team rode on 144 bus, trolley, rapid transit/subway, and
    commuter rail route segments and monitored on-board stop
    announcements.

## Policies and Procedures Regarding On-Board Stop Announcements {#policies-and-procedures-regarding-on-board-stop-announcements .unnumbered}

The MBTA's policy and procedures regarding on-board stop announcements
are detailed in the *Customer Relations Manual* (rev. 5/2/00) included
in the MBTA Bus Operations training manual. Excerpts of the relevant
sections are included as Attachment B. On page 3-47, under the heading
"Announce Stops," the manual states:

"Bus operators are required under the ADA regulation to announce stops.
Although you may think this is not necessary because you do not have a
blind customer on board, you may not know if you have
cognitively-impaired customers who cannot read, or a sight-impaired
person with seriously degraded fields of vision on board. Items to
remember:

-   *Announce stops loudly and clearly;*

-   *Check the PA during your pre-trip inspection, before leaving the
    terminal;*

-   *Announce stops, transfer points, landmarks and major
    intersections."*

Page 3-49, under the heading "Customers with Visual Impairments," also
states:

> *"ADA law requires the operator to announce: major intersections,
> major destinations, transfer points, at sufficient intervals to orient
> customers, stops, any stop requested by the customer"*

"Bus Operations Special Order #99-02", dated January 14, 1999 and
addressed to all bus operations personnel, stated the need for
compliance with ADA requirements for stop announcements. The Special
Order, issued by the Director of Bus Operations, outlines the ADA
requirements and alerts personnel that "The Authority is committed to
reaching 100% compliance with the ADA requirements for stop
announcements. ADA announcements are not only T-policy but also the law.
Failure to comply will result in disciplinary action." A copy of the
Special Order is included in Attachment B.

In July 1999, the MBTA developed a set of *Bus Operations ADA
Announcement Handbooks,* which list the stops that are to be announced
for each route in each of the six MBTA districts. The handbooks are
staple-bound and designed to fit in a shirt pocket, measuring 4 by 7
inches. The MBTA's Bus Operations Division developed the stop
announcement lists. The handbooks include stops that must be announced,
as well as "optional" stop announcements (typically landmarks or
facilities such as libraries or hospitals). Required stop announcements
are listed *in **italic bold type font***; optional stop announcements
are listed in regular type font. The font size is small, perhaps 6- or
8-point type (see Attachment C for sample pages from the handbooks and
corresponding route maps). The Access Advisory Committee did not have
direct input into development of the lists.

It should be noted that stop announcement lists have [not]{.underline}
been developed for the #700 series routes operated by private
contractors.

Commuter rail conductors and rapid transit and light rail personnel are
required to announce all stops, including the surface stops on the Green
Line.

## Training {#training .unnumbered}

As described in the previous section, the MBTA has included stop
announcement information in its *Customer Relations Manual.* In addition
to the citations listed above, page 3-49, under the heading "Customers
with Visual Impairments," states:

> *"If you see a person with a white cane or guide dog or suspect that a
> person waiting at a bus stop is blind follow these tips:*

-   *Place the bus slowly and properly in the bus stop;*

-   *Park close to the curb and look for hazards;*

-   *Announce your route and destination;*

-   *Use your voice to help guide the customer to the door;*

-   *Ask able body passengers to move from priority seating;*

-   *Ask blind persons where they would like to alight;*

-   ***Announce stops; \[emphasis added\]***

-   *Verbally guide them to an empty seat;*

-   *When there is already a guide dog onboard, let boarding blind
    persons know there is currently a guide dog onboard. Let it be their
    decision if they wish to board."*

According to Ron Mariani of the Office for Transportation Access, the
MBTA provides training to all new bus drivers and other personnel that
includes information on the need to make stop announcements as required
by the ADA. During the past two years, fixed route drivers and
supervisors have been retrained to provide them current information on
ADA requirements (see refresher course outline also included in
Attachment B). The retraining also allowed the agency to begin enforcing
disciplinary measures against drivers who failed to follow the stop
announcement procedures.

Further, Mike Logan from the Rapid Transit Training Department indicated
that all rapid transit personnel have been trained with respect to ADA
stop announcement requirements, although a few of the Green Line light
rail operators are still be in the process of being retrained. He also
noted there are procedures in the rulebook that require voice
announcements to be made by the driver and the train attendant if the PA
systems fails. Announcements are supposed to include the station name
and any transfers to other lines. On the Red Line and Orange Line,
drivers have been instructed to announce whether doors are opening on
the right or left. The Red Line also has an automated announcement
system on some cars. The automated system announces the name of the next
station, what station is being entered, whether doors open left or
right, and any transfers points. The system also includes interior
displays that provide the same information.

## Bus Operator Interviews {#bus-operator-interviews .unnumbered}

During the week of July 10^th^, the assessment team interviewed 10 bus
operators to gauge the effectiveness of the MBTA's training concerning
stop announcements and to get input from operators on stop announcement
procedures. Their level of experience ranged from 2 weeks to 4 years.
All but one driver reported being trained to make stop announcements.
Eight of the drivers had been trained or had refresher training during
the past year. All thought the training was good to excellent.

Drivers were asked to describe their understanding of the policy
regarding on-board stop announcements. All the drivers knew about and
said they used the *ADA Announcement Handbook*. All said they were
supposed to make announcements according to the lists in the books. Some
mentioned that they also announced other stops. Only a few drivers said
they used the PA system. Most said they did not like it, the PA was
awkward to use, or it did not work reliably.

## Rider Experiences and Observations {#rider-experiences-and-observations .unnumbered}

### MBTA Complaints {#mbta-complaints .unnumbered}

Prior to the site visit, the MBTA provided copies of 60 complaints
relating to stop announcements and route/vehicle identification received
from July 1, 1999-June 15, 2000. Complaints were widely scattered around
the service area and many were simply "no ADA announcements." Some
complaints were more specific about certain stop announcements being
missed or that the stop announcements were not clearly audible. Table
I-1 shows the breakdown of complaints by mode.

**Fixed Route Bus.** Sixty of the complaints (50%) related to stops not
being called on fixed route buses. Most were general in nature "no ADA
stop announcements," for example. The routes identified in the
complaints are shown in Table I-1.

**Rapid Transit/Light Rail.** Table I-1 also shows 16 (27%) of the
complaints related to stop announcements not being made on rapid
transit/light rail lines. The Red, Blue, and Orange Line complaints
primarily appeared to relate to public address (PA) system problems. On
the Green Line, complaints included both PA system problems and that
stops were not being announced at all, particularly at above ground
stations on the B (Boston College) and C (Beacon Street) branches.

**Table I-1. Complaints Related to Stop Announcements**

**and Route/Vehicle Identification**

**July 1999-June 2000**

+------------------------+------------------------+--------------------+
| **District/Garage**    | **Route \#**           | **\# Complaints**  |
+------------------------+------------------------+--------------------+
| ### Fixed Route Bus    |                        |                    |
+------------------------+------------------------+--------------------+
| Albany                 | CT1                    | 2                  |
+------------------------+------------------------+--------------------+
| Albany                 | CT2                    | 1                  |
+------------------------+------------------------+--------------------+
| Cabot                  | 1                      | 2                  |
+------------------------+------------------------+--------------------+
| Cabot                  | 8                      | 1                  |
+------------------------+------------------------+--------------------+
| Bartlett               | 31                     | 1                  |
+------------------------+------------------------+--------------------+
| Bartlett               | 39                     | 5                  |
+------------------------+------------------------+--------------------+
| Albany                 | 47                     | 1                  |
+------------------------+------------------------+--------------------+
| Cabot                  | 49                     | 1                  |
+------------------------+------------------------+--------------------+
| Bennett                | 64                     | 1                  |
+------------------------+------------------------+--------------------+
| Cabot                  | 66                     | 4                  |
+------------------------+------------------------+--------------------+
| Bennett                | 69                     | 1                  |
+------------------------+------------------------+--------------------+
| Bennett                | 70                     | 4                  |
+------------------------+------------------------+--------------------+
| N. Cambridge           | 71                     | 1                  |
+------------------------+------------------------+--------------------+
| Bennett                | 86                     | 1                  |
+------------------------+------------------------+--------------------+
| Quincy                 | 220                    | 1                  |
+------------------------+------------------------+--------------------+
| Lynn                   | 450                    | 1                  |
+------------------------+------------------------+--------------------+
| Albany                 | 504                    | 1                  |
+------------------------+------------------------+--------------------+
| Albany                 | 553                    | 1                  |
+------------------------+------------------------+--------------------+
| **Rapid                |                        |                    |
| Transit/Subway**       |                        |                    |
+------------------------+------------------------+--------------------+
| Red Line               | N/R                    | 1                  |
+------------------------+------------------------+--------------------+
| Red Line               | Ashmont                | 1                  |
+------------------------+------------------------+--------------------+
| Red Line               | Braintree              | 1                  |
+------------------------+------------------------+--------------------+
| Orange Line            | N/A                    | 4                  |
+------------------------+------------------------+--------------------+
| Green Line             | N/R                    | 1                  |
+------------------------+------------------------+--------------------+
| Green Line             | B Boston College       | 3                  |
+------------------------+------------------------+--------------------+
| Green Line             | C Cleveland Circle     | 1                  |
+------------------------+------------------------+--------------------+
| Green Line             | D Riverside            | 3                  |
+------------------------+------------------------+--------------------+
| ##### Commuter Rail    |                        |                    |
+------------------------+------------------------+--------------------+
| Haverhill              | N/A                    | 8                  |
+------------------------+------------------------+--------------------+
| Rockport               | N/A                    | 2                  |
+------------------------+------------------------+--------------------+
| Attleboro              | N/A                    | 3                  |
+------------------------+------------------------+--------------------+
| Framingham             | N/A                    | 1                  |
+------------------------+------------------------+--------------------+
| N/A = not applicable   |                        |                    |
| N/R = not reported     |                        |                    |
+------------------------+------------------------+--------------------+

**Commuter Rail.** Another 14 (23%) of the complaints related to no stop
announcements on commuter rail. Either stops were not being called at
all or they were too soft to be heard. Passengers reported a mix of PA
and voice announcements.

###  {#section-3 .unnumbered}

### Customer/Agency Contacts {#customeragency-contacts .unnumbered}

Prior to the on-site observations, the assessment team interviewed 13
individuals and agency representatives to gather input on their
experiences with stop announcements. Their comments are summarized below
by mode.

**Fixed Route Bus.** Virtually all of those interviewed said there were
problems with stop announcements not being made on fixed route buses.
Most said announcements were never or rarely made -- "sporadic" at best.
Only one person noted a driver in Quincy who consistently makes stop
announcements on her route. Three people mentioned how much they liked
the experimental GPS-based system being tried on route #77 in Arlington,
which makes stop announcements including landmarks such as the Stop &
Shop grocery store. They felt the extra information was very helpful for
visually impaired persons such as themselves. Another passenger
mentioned that 95% of the time drivers on the Watertown trackless
trolleys (route #71 and #73) do not make any announcements or they
mumble and it is too soft to hear. Further, drivers do not use the PA.
On rare occasions, these drivers will announce an intersecting route by
route number. One interviewee noted that the public might be to blame
for some drivers not making stop announcements. In some cases, drivers
are "hassled" by the public when they make announcements, particularly
if the bus is relatively empty or everyone on the bus is a regular rider
of that route. That person suggested the need for a public information
campaign to improve awareness of the need for calling stops and other
measures required by the ADA.

**Rapid Transit/Light Rail.** Consumers and agencies were critical of
the rapid transit/light rail PA systems, commenting that often the
announcements are "garbled," "mumbled," or too soft to hear. Several
passengers commented on how well the automatic announcements work on the
Red Line and that even if they get out of sync, it would be corrected
within one station stop. The older Red Line vehicles have PA systems
that were described by one passenger as "awful." The Blue Line and
Orange Line received similar criticism from passengers, noting that it
is often difficult to understand announcements or they are too soft to
hear. The Green Line was criticized not only for having soft and garbled
announcements, but also for skipping announcements at surface stations,
particularly on the B (Boston College) and C (Beacon Street) lines. One
consumer noted both extremes on the Green Line: "Sometimes
\[announcements\] are made, but mumbled or so garbled you can not
determine what they said. Other times the conductors are great and even
tell which side of the train to exit."

**Commuter Rail.** Only one passenger commented on commuter rail, noting
that stop announcements on the Framingham/Needham commuter rail line
often are garbled.

**Bus Stop Announcement Monitoring Program**

In recognition of the problems encountered with getting personnel to
make stop announcements, with the help of a consultant, the MBTA
embarked on a training program to educate bus and rapid transit/light
rail supervisors about ADA stop announcement requirements. Subsequently,
in January 1999, another consultant was hired to oversee the new Bus
Stop Announcement Monitoring Program. Four monitors were hired and the
monitoring began in April 1999. There are now six monitors, each working
about 15 hours per week. The monitoring is done anonymously. The program
policies and procedures are detailed in the progress reports included in
Attachment D. The letters also describe ongoing efforts to improve the
monitoring program, including development of interior signs alerting the
public that making stop announcements is a Federal requirement, as well
as driver recognition programs for making stop calls.

The goal of the Bus Stop Announcement Monitoring Program was to achieve
60% compliance with stop announcement requirements by the end of the
first year of monitoring (April 2000) and 100% by the end of the second
year (April 2001). However, the fourth quarter report (April 2000) shows
that bus operators were making only 38% of the required stop
announcements (up from 30% during the previous quarter). Green Line
operators were credited with making 74% of the required announcements
during the same period. A detailed analysis of the most recent stop
announcement monitoring results is included in Attachment D. According
to the monitoring report memos, some recent efforts aimed at improving
compliance include:

-   Bus and Subway Operations began sharing supervisory personnel to
    monitor operators found non-compliant when first monitored.

-   John Winske (program manager) began assigning his personnel to
    re-monitor operators who did not make announcements when first
    monitored. (First-time monitoring will continue until all operators
    are monitored at least one time.)

-   New on-board signs saying "To Better Serve Our Customers Operators
    Are Required to Make Stop Announcements" were developed and are
    being installed in place of those currently in use, which focus
    solely on the ADA and persons with disabilities.

-   On April 7, 2000, a luncheon was held honoring six bus operators and
    three Green line motor persons for their efforts to consistently
    make stop announcements. The honorees received commendations from
    MBTA General Manager Robert H. Prince, Jr.

-   OTA revised the content of the ADA/Sensitivity Refresher training
    class to de-emphasize the lawsuit against the T and instead focus on
    announcements as good customer service.

-   The maximum weekly hours that a monitor can work was expanded in the
    contract renewals for Year 2 of the program.

## Assessment Team Observations {#assessment-team-observations .unnumbered}

As noted above, assessment team members rode on 144 route segments
during the assessment, including bus, rapid transit/light rail, and
commuter rail services. A total of 914 listed stops were observed. Half
of the observations were made on fixed route buses (72) on 65 different
routes (a few routes were ridden more than one time).

An "On-Board Fixed Route Stop Announcement Assessment Form" was used to
collect information (see Attachment E). Prior to boarding vehicles to
observe stop announcements on a particular route, assessment team
members recorded on these forms the stops that were supposed to be
announced. The list of bus stops to be announced was taken from the *ADA
Announcement Handbooks*. It was noted that the stop announcement lists
distinguished between required and optional stops. Reviewers noted which
stops were required or optional on their forms. Statistics were compiled
only for required stops. The review team noted that there were no stop
announcement lists prepared for the contracted service provided on the
#700 series routes. The rapid transit/subway and commuter rail stop
announcements lists were based on the route maps and schedules.

Reviewers used the forms to record whether announcements were made at
each identified stop. If an announcement was made, reviewers noted
whether it was made by voice, PA or automated announcement. Reviewers
also noted whether the announcements were clear and audible.
Observations were made about a third to half way back in each vehicle.
The monitors did not identify themselves to drivers.

### Overall Summary  {#overall-summary .unnumbered}

Table I-2 provides a summary of assessment team observations grouped by
mode and by garage/district or division. Of the 914 total stops that
should have been announced, 559 (61%) were announced. Fixed
route/trackless trolley drivers made the lowest percentage of stop
announcements (29%). Rapid transit operators on the Blue, Orange, and
Red Lines made the highest percentages of stop announcements (90%).
Table I-2 also shows whether all, some, or none of the stops were
announced for each route segment. Overall, all stops were announced 38%
of the time, some announcements were made 31% of the time, and
non-announcements were made 31% of the time. There are significant
variations by mode in these patterns, as described below. The table also
shows whether voice, public address or an automated system was used for
the stop announcements and whether those announcements were audible. It
was about evenly split between PA and voice, with 6% made by automated
system (on the Red Line). Of the announcements that were made, 65% were
observed to be audible, 25% were somewhat audible and 9% inaudible.

Table I-3A-C shows a detailed, route segment analysis of the
observations. Care was taken to collect observations from all parts of
the service area. For each route segment, it shows the route number,
vehicle number, and date, and time of the observations. It then shows
the number of stops that were supposed to be announced while the
reviewer was on board (in some cases, the entire route was not ridden).

### Fixed Route Bus and Trackless Trolley  {#fixed-route-bus-and-trackless-trolley .unnumbered}

Table I-3A shows the statistics for observations made of 72 fixed
route/trackless trolley route segments on 65 different routes. As noted
above, the review team observed 29% of required stop announcements being
made. This percentage is somewhat lower than the last MBTA Stop
Announcement Monitoring Program report (May 2000), which recorded 38% of
stop announcements being made on fixed route buses and trackless
trolleys. These two sets of observations provide a relatively consistent
measure of the percentage of stops that are announced.

Table I-3A breaks out the results by garage/district and then by route.
Based on the review team's observations, the percentage of stop
announcements varied from a low of 17% for routes operated out of the
Arborway District, to a high of 41% for routes operated out of the Cabot
District. The review team also observed some drivers making optional
route announcements, either based on the MBTA lists or their own
knowledge of the route (indicated by an asterisk (\*) in the table).

Of the 102 stop announcements observed, most drivers (92%) made voice
announcements. Most of the time, they were audible (70%), although 8%
were inaudible. A potentially significant contributor to this low use is
that PA systems appear to be functional only 58% of the time on average,
based on the review team's observations (see Part II of this report).
Inoperable PAs, coupled with drivers' reported aversions to using the PA
systems, helps to explain their low use of PAs.

Another issue of concern is the stop announcement lists announcements
for each route in each of the six MBTA districts contained in the *Bus
Operations ADA Announcement Handbooks*. As mentioned in the Policies and
Procedures section earlier in this part of the report, these lists were
developed internally by the MBTA without input from its Access Advisory
Committee. Further, the lists do not appear to include all of the ADA
required stop announcements (transfer points with other routes, major
intersections, and at sufficient intervals along the routes to orient
passengers). Attachment C includes examples showing the route map and
corresponding stop lists for several routes. Brief descriptions are
provided for example. Further, some of the "optional" stop announcements
appear to be stops that should be announced according to the ADA
requirements.

Finally, no stop lists are provided and no stop announcements were made
on the three privately operated routes observed (#712, #713, and #716).
Stop announcements should be made on MBTA-financed, privately operated
routes consistent with the regulatory requirements of the ADA.

**Table I.2. Summary of Observations of Stop Announcements by
Garage/Division**

<table style="width:100%;">
<colgroup>
<col style="width: 11%" />
<col style="width: 11%" />
<col style="width: 13%" />
<col style="width: 12%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 6%" />
<col style="width: 5%" />
<col style="width: 5%" />
<col style="width: 5%" />
<col style="width: 5%" />
<col style="width: 6%" />
<col style="width: 6%" />
</colgroup>
<tbody>
<tr class="odd">
<td colspan="4"></td>
<td colspan="3"><strong>For Each Route Segment</strong></td>
<td colspan="3"><strong>Voice, PA or Auto?</strong></td>
<td colspan="3"><strong>Audible?</strong></td>
</tr>
<tr class="even">
<td><p><strong>Garage/</strong></p>
<p><strong>Division</strong></p></td>
<td><strong># Route Segments Observed</strong></td>
<td><strong>Total # Stop Announce-ments Listed</strong></td>
<td><p><strong>Total # Stop</strong></p>
<p><strong>Announce-</strong></p>
<p><strong>ments Made</strong></p></td>
<td><strong>All</strong></td>
<td><strong>Some</strong></td>
<td><strong>None</strong></td>
<td><strong>V</strong></td>
<td><strong>P</strong></td>
<td><strong>A</strong></td>
<td><strong>Yes</strong></td>
<td><strong>Some</strong></td>
<td><strong>No</strong></td>
</tr>
<tr class="odd">
<td colspan="13"><strong>Fixed Route Bus</strong></td>
</tr>
<tr class="even">
<td>Arborway</td>
<td>13</td>
<td>47</td>
<td>8</td>
<td>2</td>
<td>2</td>
<td>9</td>
<td>4</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>0</td>
<td>0</td>
</tr>
<tr class="odd">
<td>Bennett</td>
<td>14</td>
<td>55</td>
<td>19</td>
<td>3</td>
<td>6</td>
<td>5</td>
<td>11</td>
<td>.0</td>
<td>0</td>
<td>6</td>
<td>3</td>
<td>2</td>
</tr>
<tr class="even">
<td>Cabot</td>
<td>9</td>
<td>51</td>
<td>21</td>
<td>1</td>
<td>2</td>
<td>6</td>
<td>2</td>
<td>1</td>
<td>0</td>
<td>3</td>
<td>0</td>
<td>0</td>
</tr>
<tr class="odd">
<td>Charlestown</td>
<td>11</td>
<td>61</td>
<td>18</td>
<td>1</td>
<td>6</td>
<td>4</td>
<td>8</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>4</td>
<td>0</td>
</tr>
<tr class="even">
<td>Lynn</td>
<td>11</td>
<td>80</td>
<td>17</td>
<td>0</td>
<td>5</td>
<td>6</td>
<td>5</td>
<td>0</td>
<td>0</td>
<td>4</td>
<td>0</td>
<td>1</td>
</tr>
<tr class="odd">
<td>Quincy</td>
<td>11</td>
<td>52</td>
<td>19</td>
<td>2</td>
<td>4</td>
<td>5</td>
<td>4</td>
<td>2</td>
<td>0</td>
<td>5</td>
<td>1</td>
<td>0</td>
</tr>
<tr class="even">
<td>Contract</td>
<td>3</td>
<td>N/A</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>3</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
</tr>
<tr class="odd">
<td><strong>Total</strong></td>
<td><strong>72</strong></td>
<td><strong>346</strong></td>
<td><strong>102</strong></td>
<td><strong>9</strong></td>
<td><strong>25</strong></td>
<td><strong>38</strong></td>
<td><strong>34</strong></td>
<td><strong>3</strong></td>
<td><strong>0</strong></td>
<td><strong>26</strong></td>
<td><strong>8</strong></td>
<td><strong>3</strong></td>
</tr>
<tr class="even">
<td><strong>Percentage</strong></td>
<td></td>
<td></td>
<td><strong>29%</strong></td>
<td><strong>11%</strong></td>
<td><strong>35%</strong></td>
<td><strong>53%</strong></td>
<td><strong>92%</strong></td>
<td><strong>8%</strong></td>
<td><strong>0%</strong></td>
<td><strong>70%</strong></td>
<td><strong>22%</strong></td>
<td><strong>8%</strong></td>
</tr>
<tr class="odd">
<td colspan="13"><strong>Light Rail Transit</strong></td>
</tr>
<tr class="even">
<td>Green Line</td>
<td>13</td>
<td>137</td>
<td>94</td>
<td>5</td>
<td>7</td>
<td>1</td>
<td>1</td>
<td>11</td>
<td>0</td>
<td>6</td>
<td>3</td>
<td>3</td>
</tr>
<tr class="odd">
<td>Mattapan High Speed</td>
<td>2</td>
<td>14</td>
<td>4</td>
<td>0</td>
<td>1</td>
<td>1</td>
<td>1</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>1</td>
<td>0</td>
</tr>
<tr class="even">
<td><strong>Total</strong></td>
<td><strong>15</strong></td>
<td><strong>151</strong></td>
<td><strong>98</strong></td>
<td><strong>5</strong></td>
<td><strong>8</strong></td>
<td><strong>2</strong></td>
<td><strong>2</strong></td>
<td><strong>11</strong></td>
<td><strong>0</strong></td>
<td><strong>7</strong></td>
<td><strong>4</strong></td>
<td><strong>3</strong></td>
</tr>
<tr class="odd">
<td><strong>Percentage</strong></td>
<td></td>
<td></td>
<td><strong>65%</strong></td>
<td><strong>33%</strong></td>
<td><strong>53%</strong></td>
<td><strong>13%</strong></td>
<td><strong>15%</strong></td>
<td><strong>85%</strong></td>
<td><strong>0%</strong></td>
<td><strong>50%</strong></td>
<td><strong>29%</strong></td>
<td><strong>21%</strong></td>
</tr>
<tr class="even">
<td colspan="13"><strong>Rapid Transit</strong></td>
</tr>
<tr class="odd">
<td>Blue</td>
<td>7</td>
<td>51</td>
<td>37</td>
<td>5</td>
<td>0</td>
<td>2</td>
<td>0</td>
<td>7</td>
<td>0</td>
<td>2</td>
<td>3</td>
<td>2</td>
</tr>
<tr class="even">
<td>Orange</td>
<td>16</td>
<td>122</td>
<td>122</td>
<td>16</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>16</td>
<td>0</td>
<td>9</td>
<td>7</td>
<td>0</td>
</tr>
<tr class="odd">
<td>Red</td>
<td>17</td>
<td>113</td>
<td>99</td>
<td>13</td>
<td>3</td>
<td>1</td>
<td>0</td>
<td>10</td>
<td>6</td>
<td>13</td>
<td>1</td>
<td>2</td>
</tr>
<tr class="even">
<td><strong>Total</strong></td>
<td><strong>40</strong></td>
<td><strong>285</strong></td>
<td><strong>257</strong></td>
<td><strong>34</strong></td>
<td><strong>3</strong></td>
<td><strong>3</strong></td>
<td><strong>0</strong></td>
<td><strong>33</strong></td>
<td><strong>6</strong></td>
<td><strong>24</strong></td>
<td><strong>11</strong></td>
<td><strong>4</strong></td>
</tr>
<tr class="odd">
<td><strong>Percentage</strong></td>
<td></td>
<td></td>
<td><strong>90%</strong></td>
<td><strong>85%</strong></td>
<td><strong>8%</strong></td>
<td><strong>8%</strong></td>
<td><strong>0%</strong></td>
<td><strong>85%</strong></td>
<td><strong>15%</strong></td>
<td><strong>62%</strong></td>
<td><strong>28%</strong></td>
<td><strong>10%</strong></td>
</tr>
<tr class="even">
<td colspan="13"><strong>Commuter Rail</strong></td>
</tr>
<tr class="odd">
<td>North</td>
<td>8</td>
<td>68</td>
<td>56</td>
<td>4</td>
<td>3</td>
<td>1</td>
<td>4</td>
<td>5</td>
<td>0</td>
<td>7</td>
<td>0</td>
<td>0</td>
</tr>
<tr class="even">
<td>South</td>
<td>9</td>
<td>64</td>
<td>46</td>
<td>3</td>
<td>6</td>
<td>0</td>
<td>9</td>
<td>1</td>
<td>0</td>
<td>5</td>
<td>4</td>
<td>0</td>
</tr>
<tr class="odd">
<td><strong>Total</strong></td>
<td><strong>17</strong></td>
<td><strong>132</strong></td>
<td><strong>102</strong></td>
<td><strong>7</strong></td>
<td><strong>9</strong></td>
<td><strong>1</strong></td>
<td><strong>13</strong></td>
<td><strong>6</strong></td>
<td><strong>0</strong></td>
<td><strong>12</strong></td>
<td><strong>4</strong></td>
<td><strong>0</strong></td>
</tr>
<tr class="even">
<td><strong>Percentage</strong></td>
<td></td>
<td></td>
<td><strong>77%</strong></td>
<td><strong>41%</strong></td>
<td><strong>53%</strong></td>
<td><strong>6%</strong></td>
<td><strong>68%</strong></td>
<td><strong>32%</strong></td>
<td><strong>0%</strong></td>
<td><strong>75%</strong></td>
<td><strong>25%</strong></td>
<td><strong>0%</strong></td>
</tr>
<tr class="odd">
<td colspan="13"><strong>Overall Summary</strong></td>
</tr>
<tr class="even">
<td><strong>TOTAL</strong></td>
<td><strong>144</strong></td>
<td><strong>914</strong></td>
<td><strong>559</strong></td>
<td><strong>55</strong></td>
<td><strong>45</strong></td>
<td><strong>44</strong></td>
<td><strong>49</strong></td>
<td><strong>53</strong></td>
<td><strong>6</strong></td>
<td><strong>69</strong></td>
<td><strong>27</strong></td>
<td><strong>10</strong></td>
</tr>
<tr class="odd">
<td><strong>Percentage</strong></td>
<td></td>
<td></td>
<td><strong>61%</strong></td>
<td><strong>38%</strong></td>
<td><strong>31%</strong></td>
<td><strong>31%</strong></td>
<td><strong>45%</strong></td>
<td><strong>49%</strong></td>
<td><strong>6%</strong></td>
<td><strong>65%</strong></td>
<td><strong>25%</strong></td>
<td><strong>9%</strong></td>
</tr>
</tbody>
</table>

**Table I-3A. Route-by-Route Observations of On-Board Stop
Announcements**

**Fixed Route Bus/Trackless Trolleys**

+-----------+------+-------+----+----+------+---------+-----+------+
| **D       | **R  | **Ve  | ** | ** | **\# | **\#    | **  | **C  |
| istrict** | oute | hicle | Da | Ti | S    | Stops   | Voi | lear |
|           | \#** | \#**  | te | me | tops | Anno    | ce, | &    |
|           |      |       | ** | ** | List | unced** | PA  | Au   |
|           |      |       |    |    | ed** |         | or  | dibl |
|           |      |       |    |    |      |         | A   | e?** |
|           |      |       |    |    |      |         | uto |      |
|           |      |       |    |    |      |         | ?** |      |
+===========+======+=======+====+====+======+=========+=====+======+
| Arborway  | 21   | 8654  | 7  | 7: | 3    | 0       | \-  | \-   |
|           |      |       | /6 | 58 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Arborway  | 28   | 8746  | 7/ | 9: | 5    | 0       | \-  | \-   |
|           |      |       | 10 | 10 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Arborway  | 31   | 8667  | 7  | 1  | 3    | 0       | \-  | \-   |
|           |      |       | /7 | 7: |      |         |     |      |
|           |      |       |    | 07 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Arborway  | 34E  | 0176  | 7  | 1  | 3    | 3\*     | V   | Y    |
|           |      |       | /5 | 6: |      |         |     |      |
|           |      |       |    | 00 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Arborway  | 35   | 8730  | 7  | 1  | 4    | 0       | \-  | \-   |
|           |      |       | /5 | 6: |      |         |     |      |
|           |      |       |    | 50 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Arborway  | 37   | 8744  | 7  | 8: | 2    | 2       | V   | Y    |
|           |      |       | /6 | 45 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Arborway  | 38   | 0261  | 7  | 8: | 4    | 0       | \-  | \-   |
|           |      |       | /6 | 20 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Arborway  | 39   | 0197  | 7  | 1  | 8    | 0       | \-  | \-   |
|           |      |       | /7 | 6: |      |         |     |      |
|           |      |       |    | 05 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Arborway  | 41   | 0254  | 7/ | 1  | 3    | 2       | V   | Y    |
|           |      |       | 11 | 2: |      |         |     |      |
|           |      |       |    | 03 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Arborway  | 46   | 0256  | 7/ | 9: | 2    | 0       | \-  | \-   |
|           |      |       | 11 | 20 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Arborway  | 48   | 8019  | 7/ | 1  | 5    | 0       | \-  | \-   |
|           |      |       | 11 | 1: |      |         |     |      |
|           |      |       |    | 17 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Arborway  | 51   | 0254  | 7  | 9: | 4    | 1       | V   | Y    |
|           |      |       | /6 | 15 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Arborway  | 52   | 0204  | 7  | 1  | 1    | 0       | \-  | \-   |
|           |      |       | /7 | 5: |      |         |     |      |
|           |      |       |    | 10 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| *         |      |       |    |    | **   | **8**   |     |      |
| *Arborway |      |       |    |    | 47** |         |     |      |
| District  |      |       |    |    |      | **17%** |     |      |
| Subtotal  |      |       |    |    |      |         |     |      |
| = 13      |      |       |    |    |      |         |     |      |
| Obser     |      |       |    |    |      |         |     |      |
| vations** |      |       |    |    |      |         |     |      |
|           |      |       |    |    |      |         |     |      |
| > **/ 13  |      |       |    |    |      |         |     |      |
| >         |      |       |    |    |      |         |     |      |
|  Routes** |      |       |    |    |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Bennett   | 69   | 0377  | 7  | 1  | 2    | 0\*     | V   | N    |
|           |      |       | /6 | 2: |      |         |     |      |
|           |      |       |    | 58 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Bennett   | 70   | N/R   | 7/ | 8: | 2    | 2       | V   | S    |
|           |      |       | 12 | 23 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Bennett   | 70A  | 0009  | 7/ | 1  | 1    | 0       | \-  | \-   |
|           |      |       | 11 | 8: |      |         |     |      |
|           |      |       |    | 25 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Bennett   | 71   | 409   | 7  | 1  | 4    | 2\*     | V   | Y    |
|           |      |       | /5 | 4: |      |         |     |      |
|           |      |       |    | 45 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Bennett   | 77   | 0007  | 7  | 1  | 7    | 1\*     | V   | Y    |
|           |      |       | /5 | 4: |      |         |     |      |
|           |      |       |    | 24 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Bennett   | 77   | 0383  | 7  | 1  | 4    | 2\*     | V   | Y    |
|           |      |       | /6 | 0: |      |         |     |      |
|           |      |       |    | 36 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Bennett   | 77   | 0309  | 7/ | 1  | 3    | 3\*     | V   | Y    |
|           |      |       | 10 | 8: |      |         |     |      |
|           |      |       |    | 44 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Bennett   | 77   | 0001  | 7/ | 1  | 3    | 1\*     | V   | Y    |
|           |      |       | 12 | 0: |      |         |     |      |
|           |      |       |    | 41 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Bennett   | 77   | 0078  | 7/ | 9: | 4    | 4\*     | V   | Y    |
|           |      |       | 17 | 55 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Bennett   | 79   | 0099  | 7  | 1  | 2    | 0       | \-  | \-   |
|           |      |       | /5 | 8: |      |         |     |      |
|           |      |       |    | 26 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Bennett   | 80   | 0369  | 7  | 1  | 8    | 0\*     | V   | N    |
|           |      |       | /6 | 3: |      |         |     |      |
|           |      |       |    | 32 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Bennett   | 80   | 0013  | 7  | 1  | 8    | 0       | \-  | \-   |
|           |      |       | /6 | 4: |      |         |     |      |
|           |      |       |    | 11 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Bennett   | 86   | 0011  | 7/ | 1  | 2    | 1       | V   | S    |
|           |      |       | 17 | 0: |      |         |     |      |
|           |      |       |    | 34 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Bennett   | 87   | 0035  | 7  | 9  | 5    | 3       | V   | S    |
|           |      |       | /7 | 9: |      |         |     |      |
|           |      |       |    | 45 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| **Bennett |      |       |    |    | **   | **19**  |     |      |
| District  |      |       |    |    | 55** |         |     |      |
| Subtotal  |      |       |    |    |      | **35%** |     |      |
| = 14      |      |       |    |    |      |         |     |      |
| Obs       |      |       |    |    |      |         |     |      |
| ervations |      |       |    |    |      |         |     |      |
| / 9       |      |       |    |    |      |         |     |      |
| Routes**  |      |       |    |    |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+

+-----------+------+-------+----+----+------+---------+-----+------+
| **D       | **R  | **Ve  | ** | ** | **\# | **\#    | **  | **C  |
| istrict** | oute | hicle | Da | Ti | S    | Stops   | Voi | lear |
|           | \#** | \#**  | te | me | tops | Anno    | ce, | &    |
|           |      |       | ** | ** | List | unced** | PA  | Au   |
|           |      |       |    |    | ed** |         | or  | dibl |
|           |      |       |    |    |      |         | A   | e?** |
|           |      |       |    |    |      |         | uto |      |
|           |      |       |    |    |      |         | ?** |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Cabot     | 7    | 0318  | 7/ | 1  | 6    | 0       | \-  | \-   |
|           |      |       | 10 | 1: |      |         |     |      |
|           |      |       |    | 46 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Cabot     | 11   | 0102  | 7/ | 1  | 1    | 0       | \-  | \-   |
|           |      |       | 10 | 1: |      |         |     |      |
|           |      |       |    | 23 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Cabot     | 11   | 0102  | 7/ | 1  | 3    | 0       | \-  | \-   |
|           |      |       | 10 | 0: |      |         |     |      |
|           |      |       |    | 55 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Cabot     | 16   | 8652  | 7  | 1  | 6    | 0       | \-  | \-   |
|           |      |       | /5 | 7: |      |         |     |      |
|           |      |       |    | 20 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Cabot     | 23   | 0098  | 7/ | 9: | 5    | 0       | \-  | \-   |
|           |      |       | 10 | 52 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Cabot     | 47   | 8901  | 7/ | 1  | 4    | 0       | \-  | \-   |
|           |      |       | 11 | 2: |      |         |     |      |
|           |      |       |    | 32 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Cabot     | 57   | 8910  | 7  | 1  | 7    | 7       | V   | Y    |
|           |      |       | /5 | 5: |      |         |     |      |
|           |      |       |    | 06 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Cabot     | 66   | 0323  | 7  | 1  | 9    | 8       | V   | Y    |
|           |      |       | /6 | 2: |      |         |     |      |
|           |      |       |    | 01 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| **Cabot   |      |       |    |    | **   | **21**  |     |      |
| District  |      |       |    |    | 51** |         |     |      |
| Subtotal  |      |       |    |    |      | **41%** |     |      |
| = 9       |      |       |    |    |      |         |     |      |
| Obs       |      |       |    |    |      |         |     |      |
| ervations |      |       |    |    |      |         |     |      |
| / 8       |      |       |    |    |      |         |     |      |
| Routes**  |      |       |    |    |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Ch        | 91   | 0056  | 7/ | 9: | 4    | 2       | V   | Y    |
| arlestown |      |       | 10 | 40 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Ch        | 94   | 8506  | 7/ | 1  | 6    | 1       | V   | Y    |
| arlestown |      |       | 10 | 2: |      |         |     |      |
|           |      |       |    | 25 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Ch        | 96   | 8516  | 7/ | 1  | 7    | 2\*     | V   | S    |
| arlestown |      |       | 10 | 0: |      |         |     |      |
|           |      |       |    | 33 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Ch        | 104  | 0088  | 7/ | 8: | 5    | 5       | V   | Y    |
| arlestown |      |       | 11 | 15 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Ch        | 109  | 0074  | 7/ | 9: | 2    | 0\*     | V   | S    |
| arlestown |      |       | 11 | 15 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Ch        | 110  | 8754  | 7  | 1  | 6    | 0       | \-  | \-   |
| arlestown |      |       | /7 | 6: |      |         |     |      |
|           |      |       |    | 05 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Ch        | 112  | 0070  | 7  | 1  | 6    | 3       | V   | S    |
| arlestown |      |       | /7 | 7: |      |         |     |      |
|           |      |       |    | 00 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Ch        | 131  | 8509  | 6/ | 1  | 5    | 4\*     | V   | S    |
| arlestown |      |       | 30 | 8: |      |         |     |      |
|           |      |       |    | 45 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Ch        | 137  | 8424  | 7/ | 1  | 5    | 0       | \-  | \-   |
| arlestown |      |       | 11 | 8: |      |         |     |      |
|           |      |       |    | 10 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Ch        | 326  | 8762  | 7/ | 8: | 5    | 1       | V   | Y    |
| arlestown |      |       | 10 | 20 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Ch        | 411  | 8517  | 7  | 1  | 10   | 0       | \-  | \-   |
| arlestown |      |       | /7 | 4: |      |         |     |      |
|           |      |       |    | 38 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| **Ch      |      |       |    |    | **   | **18**  |     |      |
| arlestown |      |       |    |    | 61** |         |     |      |
| District  |      |       |    |    |      | **30%** |     |      |
| Subtotal  |      |       |    |    |      |         |     |      |
| = 11      |      |       |    |    |      |         |     |      |
| Obser     |      |       |    |    |      |         |     |      |
| vations** |      |       |    |    |      |         |     |      |
|           |      |       |    |    |      |         |     |      |
| > **/ 11  |      |       |    |    |      |         |     |      |
| >         |      |       |    |    |      |         |     |      |
|  Routes** |      |       |    |    |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Lynn      | 116  | 8808  | 7/ | 1  | 6    | 0       | \-  | \-   |
|           |      |       | 10 | 7: |      |         |     |      |
|           |      |       |    | 25 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Lynn      | 117  | 8587  | 7  | 1  | 6    | 0       | \-  | \-   |
|           |      |       | /7 | 1: |      |         |     |      |
|           |      |       |    | 30 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Lynn      | 120  | 8023  | 7  | 1  | 4    | 3       | V   | Y    |
|           |      |       | /7 | 2: |      |         |     |      |
|           |      |       |    | 30 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Lynn      | 426  | 8458  | 7/ | 1  | 7    | 5\*     | V   | Y    |
|           |      |       | 11 | 7: |      |         |     |      |
|           |      |       |    | 06 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Lynn      | 429  | 8865  | 7/ | 1  | 9    | 0       | \-  | \-   |
|           |      |       | 11 | 0: |      |         |     |      |
|           |      |       |    | 20 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Lynn      | 435  | 8045  | 7/ | 1  | 9    | 5       | V   | Y    |
|           |      |       | 11 | 1: |      |         |     |      |
|           |      |       |    | 30 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Lynn      | 441  | 8871  | 7/ | 1  | 6    | 0       | \-  | \-   |
|           |      |       | 11 | 5: |      |         |     |      |
|           |      |       |    | 15 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Lynn      | 450  | 8838  | 7/ | 1  | 8    | 1\*     | V   | Y    |
|           |      |       | 11 | 3: |      |         |     |      |
|           |      |       |    | 50 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Lynn      | 455  | 8835  | 7/ | 1  | 10   | 0       | \-  | \-   |
|           |      |       | 11 | 0: |      |         |     |      |
|           |      |       |    | 30 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Lynn      | 455  | 8485  | 7/ | 1  | 10   | 3       | V   | N    |
|           |      |       | 11 | 8: |      |         |     |      |
|           |      |       |    | 30 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Lynn      | 458  | 8842  | 7/ | 1  | 5    | 0       | \-  | \-   |
|           |      |       | 11 | 3: |      |         |     |      |
|           |      |       |    | 07 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| **Lynn    |      |       |    |    | **   | **17**  |     |      |
| District  |      |       |    |    | 80** |         |     |      |
| Subtotal  |      |       |    |    |      | **21%** |     |      |
| = 11      |      |       |    |    |      |         |     |      |
| Obs       |      |       |    |    |      |         |     |      |
| ervations |      |       |    |    |      |         |     |      |
| / 10      |      |       |    |    |      |         |     |      |
| Routes**  |      |       |    |    |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+

+-----------+------+-------+----+----+------+---------+-----+------+
| **D       | **R  | **Ve  | ** | ** | **\# | **\#    | **  | **C  |
| istrict** | oute | hicle | Da | Ti | S    | Stops   | Voi | lear |
|           | \#** | \#**  | te | me | tops | Anno    | ce, | &    |
|           |      |       | ** | ** | List | unced** | PA  | Au   |
|           |      |       |    |    | ed** |         | or  | dibl |
|           |      |       |    |    |      |         | A   | e?** |
|           |      |       |    |    |      |         | uto |      |
|           |      |       |    |    |      |         | ?** |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Quincy    | 215  | N/R   | 7/ | 8: | 6    | 0       | \-  | \-   |
|           |      |       | 10 | 40 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Quincy    | 216  | N/R   | 7  | 9: | 5    | 4\*     | V   | Y    |
|           |      |       | /5 | 14 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Quincy    | 220  | 8818  | 7  | 1  | 7    | 5\*     | V   | S    |
|           |      |       | /5 | 8: |      |         |     |      |
|           |      |       |    | 10 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Quincy    | 222  | 8801  | 7/ | 7: | 6    | 4\*     | P   | Y    |
|           |      |       | 10 | 35 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Quincy    | 225  | N/R   | 7  | 1  | 4    | 0       | \-  | \-   |
|           |      |       | /7 | 8: |      |         |     |      |
|           |      |       |    | 20 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Quincy    | 230  | 8801  | 7  | 7: | 2    | 2\*     | P   | Y    |
|           |      |       | /7 | 20 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Quincy    | 236  | 8447  | 7  | 8: | 3    | 3       | V   | Y    |
|           |      |       | /5 | 33 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Quincy    | 238  | 8433  | 7  | 8: | 3    | 0       | \-  | \-   |
|           |      |       | /6 | 41 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Quincy    | 240  | 8438  | 7  | 7: | 5    | 0       | \-  | \-   |
|           |      |       | /6 | 15 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Quincy    | 245  | 8824  | 7  | 8: | 4    | 0       | \-  | \-   |
|           |      |       | /7 | 00 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| **Quincy  |      |       |    |    | **   | **19**  |     |      |
| District  |      |       |    |    | 52** |         |     |      |
| Subtotal  |      |       |    |    |      | **37%** |     |      |
| = 11      |      |       |    |    |      |         |     |      |
| Obs       |      |       |    |    |      |         |     |      |
| ervations |      |       |    |    |      |         |     |      |
| / 11      |      |       |    |    |      |         |     |      |
| Routes**  |      |       |    |    |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Paul      | 712  | 9413  | 7  | 1  | N/A  | 0       | \-  | \-   |
| Revere    |      |       | /7 | 3: |      |         |     |      |
|           |      |       |    | 00 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| Paul      | 713  | 9541  | 7  | 1  | N/A  | 0       | \-  | \-   |
| Revere    |      |       | /7 | 4: |      |         |     |      |
|           |      |       |    | 12 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| A&B Coach | 716  | 104   | 7  | 9: | N/A  | 0       | \-  | \-   |
|           |      |       | /7 | 00 |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| **Private |      |       |    |    | **N  | **0**   |     |      |
| C         |      |       |    |    | /A** |         |     |      |
| ontractor |      |       |    |    |      |         |     |      |
| Subtotal  |      |       |    |    |      |         |     |      |
| = 3       |      |       |    |    |      |         |     |      |
| Obs       |      |       |    |    |      |         |     |      |
| ervations |      |       |    |    |      |         |     |      |
| / 3       |      |       |    |    |      |         |     |      |
| Routes**  |      |       |    |    |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+
| **TOTAL   |      |       |    |    | **3  | **102** |     |      |
| FIXED     |      |       |    |    | 46** |         |     |      |
| ROUTE     |      |       |    |    |      | **29%** |     |      |
| BUS/      |      |       |    |    |      |         |     |      |
| TRACKLESS |      |       |    |    |      |         |     |      |
| TROLLEY** |      |       |    |    |      |         |     |      |
|           |      |       |    |    |      |         |     |      |
| **72      |      |       |    |    |      |         |     |      |
| Obs       |      |       |    |    |      |         |     |      |
| ervations |      |       |    |    |      |         |     |      |
| / 65      |      |       |    |    |      |         |     |      |
| Routes**  |      |       |    |    |      |         |     |      |
+-----------+------+-------+----+----+------+---------+-----+------+

**Table I-3B. Route-by-Route Observations of On-Board Stop
Announcements**

**LRT and Rapid Transit Lines**

+---------+---------+-------+----+-----+------+---------+-----+------+
| **Dis   | **Route | **Ve  | ** | **  | **\# | **\#    | **  | **C  |
| trict** | \#**    | hicle | Da | Tim | S    | Stops   | Voi | lear |
|         |         | \#**  | te | e** | tops | Anno    | ce, | &    |
|         |         |       | ** |     | List | unced** | PA  | Au   |
|         |         |       |    |     | ed** |         | or  | dibl |
|         |         |       |    |     |      |         | A   | e?** |
|         |         |       |    |     |      |         | uto |      |
|         |         |       |    |     |      |         | ?** |      |
+=========+=========+=======+====+=====+======+=========+=====+======+
| **Light |         |       |    |     |      |         |     |      |
| Rail    |         |       |    |     |      |         |     |      |
| Tr      |         |       |    |     |      |         |     |      |
| ansit** |         |       |    |     |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Green   | Not     | 3626  | 7/ | 13  | 1    | 1       | P   | Y    |
| Line    | listed  |       | 11 | :12 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Green   | B       | 3671  | 7/ | 17  | 27   | 5       | V   | N    |
| Line    |         |       | 10 | :03 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Green   | B       | 3524  | 7/ | 17  | 26   | 24      | P   | Y    |
| Line    |         |       | 14 | :46 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Green   | C       | 3415  | 7  | 15  | 5    | 4       | P   | Y    |
| Line    |         |       | /5 | :49 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Green   | C       | 3511  | 7  | 10  | 9    | 9       | P   | N    |
| Line    |         |       | /6 | :10 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Green   | C       | 3524  | 7  | 9   | 8    | 0       | \-  | \-   |
| Line    |         |       | /6 | :55 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Green   | D       | 3808  | 7/ | 18  | 4    | 4       | P   | Y    |
| Line    |         |       | 10 | :10 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Green   | D       | 3673  | 7/ | 8   | 17   | 15      | P   | Y    |
| Line    |         |       | 12 | :35 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Green   | D       | 3637  | 7  | 10  | 5    | 5       | P   | Y    |
| Line    |         |       | /7 | :18 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Green   | D       | 3613  | 7  | 14  | 5    | 4       | P   | N    |
| Line    |         |       | /6 | :41 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Green   | D       | N/R   | 7  | 15  | 10   | 8       | P   | S    |
| Line    |         |       | /7 | :30 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Green   | E       | 3660  | 7/ | 8   | 14   | 9       | P   | S    |
| Line    |         |       | 11 | :50 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Green   | E       | 3609  | 7/ | 10  | 6    | 6       | P   | S    |
| Line    |         |       | 11 | :48 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| **Green |         |       |    |     | **1  | **94**  |     |      |
| Line    |         |       |    |     | 37** |         |     |      |
| S       |         |       |    |     |      | **69%** |     |      |
| ubtotal |         |       |    |     |      |         |     |      |
| = 13    |         |       |    |     |      |         |     |      |
| Observa |         |       |    |     |      |         |     |      |
| tions** |         |       |    |     |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| **M     |         |       |    |     |      |         |     |      |
| attapan |         |       |    |     |      |         |     |      |
| High    |         |       |    |     |      |         |     |      |
| Speed   |         |       |    |     |      |         |     |      |
| Line**  |         |       |    |     |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| M       | O       | 3230  | 7/ | 8   | 7    | 4       | V   | S    |
| attapan | utbound |       | 10 | :45 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| M       | Inbound | 3230  | 7  | 17  | 7    | 0       | \-  | \-   |
| attapan |         |       | /7 | :25 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| **M     |         |       |    |     | **   | **4**   |     |      |
| attapan |         |       |    |     | 14** |         |     |      |
| High    |         |       |    |     |      | **29%** |     |      |
| Speed   |         |       |    |     |      |         |     |      |
| Line    |         |       |    |     |      |         |     |      |
| S       |         |       |    |     |      |         |     |      |
| ubtotal |         |       |    |     |      |         |     |      |
| = 2     |         |       |    |     |      |         |     |      |
| Observa |         |       |    |     |      |         |     |      |
| tions** |         |       |    |     |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| **TOTAL |         |       |    |     | **1  | **98**  |     |      |
| LRT AND |         |       |    |     | 51** |         |     |      |
| M       |         |       |    |     |      | **65%** |     |      |
| ATTAPAN |         |       |    |     |      |         |     |      |
| HS = 15 |         |       |    |     |      |         |     |      |
| Observa |         |       |    |     |      |         |     |      |
| tions** |         |       |    |     |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| **Rapid |         |       |    |     |      |         |     |      |
| Tr      |         |       |    |     |      |         |     |      |
| ansit** |         |       |    |     |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Blue    | Won     | 0602  | 7  | 10  | 9    | 9       | P   | S    |
| Line    | derland |       | /7 | :55 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Blue    | Won     | 0603  | 7  | 14  | 5    | 5       | P   | S    |
| Line    | derland |       | /7 | :05 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Blue    | Bowdoin | 0620  | 7  | 16  | 5    | 5       | P   | Y    |
| Line    |         |       | /7 | :40 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Blue    | Won     | 0633  | 7/ | 16  | 10   | 10      | P   | S    |
| Line    | derland |       | 10 | :47 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Blue    | Bowdoin | 0636  | 7/ | 18  | 4    | 0       | P   | N    |
| Line    |         |       | 10 | :05 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Blue    | Won     | 0602  | 7/ | 12  | 8    | 8       | P   | Y    |
| Line    | derland |       | 11 | :25 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Blue    | Bowdoin | 0636/ | 7/ | 12  | 10   | 0       | P   | N    |
| Line    |         |       | 11 | :52 |      |         |     |      |
|         |         | 0637  |    |     |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| **Blue  |         |       |    |     | **   | **37**  |     |      |
| Line    |         |       |    |     | 51** |         |     |      |
| S       |         |       |    |     |      | **73%** |     |      |
| ubtotal |         |       |    |     |      |         |     |      |
| = 7     |         |       |    |     |      |         |     |      |
| Observa |         |       |    |     |      |         |     |      |
| tions** |         |       |    |     |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Orange  | Oak     | 01226 | 6/ | 18  | 7    | 7       | P   | S    |
| Line    | Grove   |       | 30 | :18 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Orange  | Forest  | 01228 | 7  | 9   | 9    | 9       | P   | S    |
| Line    | Hills   |       | /6 | :00 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Orange  | Forest  | N/R   | 7  | 17  | 8    | 8       | P   | Y    |
| Line    | Hills   |       | /6 | :20 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Orange  | Oak     | 01204 | 7  | 8   | 9    | 9       | P   | Y    |
| Line    | Grove   |       | /7 | :40 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Orange  | Forest  | 01245 | 7  | 10  | 7    | 7       | P   | Y    |
| Line    | Hills   |       | /7 | :30 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Orange  | Forest  | 01306 | 7  | 17  | 8    | 8       | P   | Y    |
| Line    | Hills   |       | /7 | :55 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Orange  | Forest  | 01309 | 7  | 18  | 9    | 9       | P   | S    |
| Line    | Hills   |       | /7 | :55 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Orange  | Oak     | N/R   | 7  | 8   | 8    | 8       | P   | Y    |
| Line    | Grove   |       | /9 | :12 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Orange  | Forest  | 01243 | 7/ | 5   | 5    | 5       | P   | S    |
| Line    | Hills   |       | 10 | :55 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Orange  | Forest  | 01306 | 7/ | 7   | 9    | 9       | P   | S    |
| Line    | Hills   |       | 10 | :55 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Orange  | Oak     | N/R   | 7/ | 8   | 8    | 8       | P   | Y    |
| Line    | Grove   |       | 10 | :20 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Orange  | Oak     | 01224 | 7/ | 9   | 4    | 4       | P   | Y    |
| Line    | Grove   |       | 10 | :05 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Orange  | Oak     | 01251 | 7/ | 18  | 7    | 7       | P   | S    |
| Line    | Grove   |       | 10 | :15 |      |         |     |      |
|         |         | /     |    |     |      |         |     |      |
|         |         | 01259 |    |     |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Orange  | Oak     | 01262 | 7/ | 8   | 9    | 9       | P   | S    |
| Line    | Grove   |       | 11 | :53 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Orange  | Forest  | 02186 | 7/ | 10  | 10   | 10      | P   | Y    |
| Line    | Hills   |       | 11 | :39 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Orange  | Oak     | 01305 | 7/ | 17  | 5    | 5       | P   | Y    |
| Line    | Grove   |       | 11 | :50 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| *       |         |       |    |     | **1  | **122** |     |      |
| *Orange |         |       |    |     | 22** |         |     |      |
| Line    |         |       |    |     |      | *       |     |      |
| S       |         |       |    |     |      | *100%** |     |      |
| ubtotal |         |       |    |     |      |         |     |      |
| = 16    |         |       |    |     |      |         |     |      |
| Observa |         |       |    |     |      |         |     |      |
| tions** |         |       |    |     |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Red     | Alewife | 01738 | 6/ | 15  | 9    | 9       | P   | Y    |
| Line    |         |       | 29 | :40 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Red     | Alewife | 01508 | 6/ | 16  | 6    | 6       | P   | Y    |
| Line    |         |       | 29 | :05 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Red     | Sou     | 01739 | 6/ | 17  | 9    | 9       | P   | S    |
| Line    | thbound |       | 30 | :29 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Red     | Br      | 01827 | 7  | 17  | 4    | 4       | A   | Y    |
| Line    | aintree |       | /5 | :50 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Red     | Alewife | 01620 | 7  | 17  | 9    | 9       | P   | Y    |
| Line    |         |       | /5 | :54 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Red     | Ashmont | 01803 | 7  | 8   | 6    | 6       | A   | Y    |
| Line    |         |       | /6 | :31 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Red     | Alewife | 01618 | 7  | 9   | 6    | 0       | \-  | \-   |
| Line    |         |       | /6 | :59 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Red     | Alewife | 01262 | 7  | 18  | 4    | 1       | P   | N    |
| Line    |         |       | /6 | :35 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Red     | Br      | N/R   | 7  | 17  | 5    | 5       | P   | Y    |
| Line    | aintree |       | /7 | :55 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Red     | Br      | 01804 | 7  | 17  | 6    | 6       | A   | Y    |
| Line    | aintree |       | /7 | :36 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Red     | Alewife | 10516 | 7/ | 10  | 7    | 3       | P   | N    |
| Line    |         |       | 10 | :25 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Red     | Ashmont | 01849 | 7/ | 14  | 9    | 9       | A   | Y    |
| Line    |         |       | 10 | :00 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Red     | Sou     | N/R   | 7/ | 17  | 7    | 7       | P   | Y    |
| Line    | thbound |       | 10 | :50 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Red     | Alewife | 01708 | 7/ | 13  | 7    | 7       | P   | Y    |
| Line    |         |       | 11 | :20 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Red     | Sou     | 01823 | 7/ | 17  | 7    | 6       | P   | Y    |
| Line    | thbound |       | 11 | :25 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Red     | Alewife | N/R   | 7/ | 17  | 5    | 5       | A   | Y    |
| Line    |         |       | 11 | :45 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| Red     | Sou     | 01802 | 7/ | 10  | 7    | 7       | A   | Y    |
| Line    | thbound |       | 12 | :59 |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| **Red   |         |       |    |     | **1  | **99**  |     |      |
| Line    |         |       |    |     | 13** |         |     |      |
| S       |         |       |    |     |      | **87%** |     |      |
| ubtotal |         |       |    |     |      |         |     |      |
| = 17    |         |       |    |     |      |         |     |      |
| Observa |         |       |    |     |      |         |     |      |
| tions** |         |       |    |     |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| **TOTAL |         |       |    |     | **2  | **258** |     |      |
| RAPID   |         |       |    |     | 86** |         |     |      |
| TRANSIT |         |       |    |     |      | **90%** |     |      |
| = 40    |         |       |    |     |      |         |     |      |
| Observa |         |       |    |     |      |         |     |      |
| tions** |         |       |    |     |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+
| **Notes |         |       |    |     |      |         |     |      |
| for     |         |       |    |     |      |         |     |      |
| Tables  |         |       |    |     |      |         |     |      |
| 3       |         |       |    |     |      |         |     |      |
| A-3C:** |         |       |    |     |      |         |     |      |
|         |         |       |    |     |      |         |     |      |
| **\*    |         |       |    |     |      |         |     |      |
| In      |         |       |    |     |      |         |     |      |
| dicates |         |       |    |     |      |         |     |      |
| add     |         |       |    |     |      |         |     |      |
| itional |         |       |    |     |      |         |     |      |
| stops   |         |       |    |     |      |         |     |      |
| were    |         |       |    |     |      |         |     |      |
| annou   |         |       |    |     |      |         |     |      |
| nced.** |         |       |    |     |      |         |     |      |
|         |         |       |    |     |      |         |     |      |
| **P =   |         |       |    |     |      |         |     |      |
| public  |         |       |    |     |      |         |     |      |
| address |         |       |    |     |      |         |     |      |
| V =     |         |       |    |     |      |         |     |      |
| voice A |         |       |    |     |      |         |     |      |
| =       |         |       |    |     |      |         |     |      |
| au      |         |       |    |     |      |         |     |      |
| tomatic |         |       |    |     |      |         |     |      |
| announc |         |       |    |     |      |         |     |      |
| ement** |         |       |    |     |      |         |     |      |
|         |         |       |    |     |      |         |     |      |
| **Y =   |         |       |    |     |      |         |     |      |
| yes N = |         |       |    |     |      |         |     |      |
| no S =  |         |       |    |     |      |         |     |      |
| some    |         |       |    |     |      |         |     |      |
| times** |         |       |    |     |      |         |     |      |
+---------+---------+-------+----+-----+------+---------+-----+------+

**Table I-3C. Route-by-Route Observations of On-Board Stop
Announcements**

**Commuter Rail**

+----------+--------+------+----+-----+-------+--------+-----+------+
| **Di     | *      | *    | ** | **  | **\#  | **\#   | **  | **C  |
| strict** | *Route | *Veh | Da | Tim | Stops | Stops  | Voi | lear |
|          | \#**   | icle | te | e** | Lis   | Annou  | ce, | &    |
|          |        | \#** | ** |     | ted** | nced** | PA  | Au   |
|          |        |      |    |     |       |        | or  | dibl |
|          |        |      |    |     |       |        | A   | e?** |
|          |        |      |    |     |       |        | uto |      |
|          |        |      |    |     |       |        | ?** |      |
+==========+========+======+====+=====+=======+========+=====+======+
| **North  |        |      |    |     |       |        |     |      |
| S        |        |      |    |     |       |        |     |      |
| tation** |        |      |    |     |       |        |     |      |
+----------+--------+------+----+-----+-------+--------+-----+------+
| F        | I      | 1647 | 7/ | 9   | 11    | 8      | P   | Y    |
| itchburg | nbound |      | 11 | :33 |       |        |     |      |
+----------+--------+------+----+-----+-------+--------+-----+------+
| S Acton  | Ou     | 389  | 7/ | 17  | 9     | 9      | P/V | Y    |
|          | tbound |      | 12 | :45 |       |        |     |      |
+----------+--------+------+----+-----+-------+--------+-----+------+
| H        | I      | 1630 | 6/ | 6   | 7     | 0      | \-  | \-   |
| averhill | nbound |      | 30 | :40 |       |        |     |      |
+----------+--------+------+----+-----+-------+--------+-----+------+
| H        | Ou     | 1506 | 7  | 10  | 10    | 10     | V   | Y    |
| averhill | tbound |      | /5 | :45 |       |        |     |      |
+----------+--------+------+----+-----+-------+--------+-----+------+
| Lowell   | Ou     | 503  | 7/ | 6   | 6     | 6      | V   | Y    |
|          | tbound |      | 10 | :35 |       |        |     |      |
+----------+--------+------+----+-----+-------+--------+-----+------+
| Lowell   | I      | 1617 | 7/ | 7   | 6     | 6      | P   | Y    |
|          | nbound |      | 10 | :22 |       |        |     |      |
+----------+--------+------+----+-----+-------+--------+-----+------+
| New      | I      | 385  | 7/ | 9   | 9     | 8      | P   | Y    |
| buryport | nbound |      | 10 | :43 |       |        |     |      |
+----------+--------+------+----+-----+-------+--------+-----+------+
| New      | Ou     | 384  | 7/ | 18  | 10    | 9      | P/V | Y    |
| buryport | tbound |      | 10 | :45 |       |        |     |      |
+----------+--------+------+----+-----+-------+--------+-----+------+
| **       |        |      |    |     | *     | **56** |     |      |
| Commuter |        |      |    |     | *68** |        |     |      |
| Rail     |        |      |    |     |       | *      |     |      |
| North    |        |      |    |     |       | *82%** |     |      |
| Subtotal |        |      |    |     |       |        |     |      |
| = 8      |        |      |    |     |       |        |     |      |
| Observ   |        |      |    |     |       |        |     |      |
| ations** |        |      |    |     |       |        |     |      |
|          |        |      |    |     |       |        |     |      |
| > **/ 4  |        |      |    |     |       |        |     |      |
| >        |        |      |    |     |       |        |     |      |
|  Lines** |        |      |    |     |       |        |     |      |
+----------+--------+------+----+-----+-------+--------+-----+------+
| **South  |        |      |    |     |       |        |     |      |
| S        |        |      |    |     |       |        |     |      |
| tation** |        |      |    |     |       |        |     |      |
+----------+--------+------+----+-----+-------+--------+-----+------+
| Fr       | Ou     | 756  | 7/ | 17  | 7     | 7      | P   | Y    |
| amingham | tbound |      | 10 | :05 |       |        |     |      |
+----------+--------+------+----+-----+-------+--------+-----+------+
| Fr       | I      | 710  | 7/ | 7   | 6     | 5      | P   | Y    |
| amingham | nbound |      | 11 | :14 |       |        |     |      |
+----------+--------+------+----+-----+-------+--------+-----+------+
| Fr       | Ou     | 641  | 7/ | 19  | 7     | 7      | P   | S    |
| amingham | tbound |      | 11 | :15 |       |        |     |      |
+----------+--------+------+----+-----+-------+--------+-----+------+
| Franklin | Ou     | 754  | 7  | 14  | 10    | 9      | P   | Y    |
|          | tbound |      | /5 | :45 |       |        |     |      |
+----------+--------+------+----+-----+-------+--------+-----+------+
| Middl    | I      | 237  | 7/ | 6   | 8     | 1      | P   | S    |
| eborough | nbound |      | 13 | :57 |       |        |     |      |
+----------+--------+------+----+-----+-------+--------+-----+------+
| Middl    | Ou     | N/R  | 7/ | 17  | 8     | 5      | P   | Y    |
| eborough | tbound |      | 13 | :14 |       |        |     |      |
+----------+--------+------+----+-----+-------+--------+-----+------+
| Needham  | I      | 742  | 7  | 14  | 8     | 8      | P   | Y    |
|          | nbound |      | /7 | :05 |       |        |     |      |
+----------+--------+------+----+-----+-------+--------+-----+------+
| Plymouth | I      | 1514 | 7  | 7   | 6     | 2      | P/V | S    |
|          | nbound |      | /5 | :30 |       |        |     |      |
+----------+--------+------+----+-----+-------+--------+-----+------+
| S        | I      | N/R  | 7  | 9   | 5     | 2      | P   | S    |
| toughton | nbound |      | /7 | :45 |       |        |     |      |
+----------+--------+------+----+-----+-------+--------+-----+------+
| **       |        |      |    |     | *     | **46** |     |      |
| Commuter |        |      |    |     | *65** |        |     |      |
| Rail     |        |      |    |     |       | *      |     |      |
| South    |        |      |    |     |       | *71%** |     |      |
| Subtotal |        |      |    |     |       |        |     |      |
| = 9      |        |      |    |     |       |        |     |      |
| Obse     |        |      |    |     |       |        |     |      |
| rvations |        |      |    |     |       |        |     |      |
| / 6      |        |      |    |     |       |        |     |      |
| Lines**  |        |      |    |     |       |        |     |      |
+----------+--------+------+----+-----+-------+--------+-----+------+
| **TOTAL  |        |      |    |     | **    | *      |     |      |
| COMMUTER |        |      |    |     | 133** | *102** |     |      |
| RAIL**   |        |      |    |     |       |        |     |      |
|          |        |      |    |     |       | *      |     |      |
|          |        |      |    |     |       | *77%** |     |      |
+----------+--------+------+----+-----+-------+--------+-----+------+

#########  {#section-4 .unnumbered}

### Rapid Transit/Light Rail Transit  {#rapid-transitlight-rail-transit .unnumbered}

Table I-3B includes statistics for observations made on two light rail
transit lines (the Green Line and Mattapan High Speed Line) and the
three rapid transit lines (Blue, Orange, and Red).

The Green Line LRT has both subway and surface stops on four branches.
Three of the four routes operate in mixed traffic above ground. The D
(Riverside) line is on a dedicated right of way. The Mattapan High Speed
Line also operates above ground on its own surface right of way.
Operators are required to announce all stops. For the 15 Green
Line/Mattapan High-Speed Line observations, of the 151 stops that should
have been announced, 65% were announced (69% of the Green Line and 29%
of the Mattapan Line). According to the MBTA Stop Announcement
Monitoring Program, from January -- March 2000, approximately 75% of
stops were being announced on the Green Line. These figures are
reasonably consistent.

Of the announcements made, 85% were made with the PA system and 15% by
voice. Half of the announcements were audible, 29% were somewhat audible
and 21% were inaudible (see Table I-2). Those that were difficult to
hear either were too soft or the quality of the PA was poor (static or
background noise).

The review team rode 40 rapid transit route segments and 258 of the 286
stops were announced, for a 90% compliance rate. All stops were
announced on the Orange Line; 87% of the Red Line and 73% of the Blue
Line stops were announced.

Eighty-five percent of the light rail announcements were made using the
PA system and 15% were automated (Red Line only). About 62% of the
announcements were audible, 28% were somewhat audible, and 10% were
inaudible. Again, most of the difficulties related to announcements
being too soft or having too much static. On the Orange Line, the
messages sometimes seem garbled. A few times the automated system was
out of sync with the stops; however, it was reset within one stop. Most
announcements included whether the doors opened on the left or right,
and any transfers. It was noted that the destinations of vehicles on the
Red Line, which branches at JFK/UMass, were not distinguished except at
major transfer points. For example, at Park Street, the motor person
would sometimes announce the southbound train was a "Braintree" or an
"Ashmont" train. It would be helpful to make that announcement all along
the line so passengers would not have to change trains later. A similar
problem was noted for the Green Line, where there are up to four lines
running on the same track. The only announcements that appear to be made
consistently are at the last transfer point westbound (Copley and
Kenmore) and at Park or Government Center stops when traveling
eastbound. At Park Street, there are designated berths for each route;
however, it could be confusing for someone with a vision impairment who
has to transfer at a station they are not familiar with.

A noteworthy observation is that the PA system was not working at all
two days in a row on the Blue Line train that included car #0636. The
review team observed malfunctioning PA systems at 18:05 on July 10 and
again at 12:52 on July 11. The PA would make a tone signal, indicating
an announcement was to be made; however, the announcement was inaudible.

### Commuter Rail {#commuter-rail-1 .unnumbered}

Commuter rail service is operated out of North and South Stations. Four
North Station lines were observed (Fitchburg/South Action, Haverhill,
Lowell, and Newburyport) and six South Station lines were observed
(Framingham, Franklin, Middleborough, Needham, Plymouth, and Stoughton).
Table I-3C presents the results of the review team's commuter rail
observations.

Overall, 77% of the announcements were made: 82% of the North Station
stops were announced and 71% of the South Station stops were announced.
All stops were announced 41% of the time, some stops were announced 53%
of the time, and none were announced 6% of the time. More than
two-thirds were voice announcements and one-third were made using the
PA. For three-quarters of the trips observed, all announcements were
audible and for one-quarter of the trips some announcements were
audible.

It was observed that conductors on inbound trains during the morning
rush hour tended not to make as many announcements as on the outbound
trains (see Table I-3C). It also appeared that some of the PA systems
were too high to be reached easily by shorter conductors. The stationary
speaker is placed more than 5 feet from the floor, in the open area
between cars. Because of their location, speakers also pick up outside
noise.

######### Findings and Recommendations {#findings-and-recommendations .unnumbered}

######### Findings: {#findings .unnumbered}

1.  The on-board stop announcement policy detailed in the MBTA's
    Training Manual and related memoranda appears to be consistent with
    regulatory requirements.

2.  The stop announcement lists contained in the *ADA Announcement
    Handbooks* do not appear to meet the requirements of the ADA
    regulations. Many appear to be missing stops that should be
    included. The #700 series fixed routes operated by private carriers
    do not have stop announcement lists.

3.  Drivers and other employees appear to be familiar with the policy
    that requires stops to be announced. Some drivers indicate that they
    call stops in addition to the stops listed.

4.  The assessment team observed that, overall, 61% of stop
    announcements were being made. Of that total, 29% of bus stop
    announcements were made; 63% of LRT Green Line and Mattapan Trolley
    announcements were made; 90% of Rapid Transit Blue, Orange, and Red
    Line announcements were made; and 77% of commuter rail announcements
    were being made.

5.  According to the MBTA Bus Stop Announcement Program 38% of bus and
    75% of Green Line stops are currently announced (April 2000
    quarterly report).

6.  Voice announcements made without amplification often were not
    audible or clear.

7.  PA announcements sometimes were difficult to understand or
    "scratchy."

8.  Automatic announcements on the Red Line and Route #77 were clear and
    easily understood.

***Recommendations:***

1.  The MBTA should review and update the stop announcement lists to
    include all major intersections, transfer points, major
    destinations, and at sufficient intervals to orient passengers.
    Attention should be paid to making these announcement lists
    consistent among routes covering the same area and the lists are
    free of errors. This review should include input from the Advisory
    Committee.

2.  Stop announcement lists need to be developed for the #700 series bus
    routes, operated by private carriers.

3.  The MBTA should continue its Stop Announcement Monitoring Program
    and related training.

4.  PA systems should be repaired or replaced and kept in good working
    condition so that drivers may use them and be heard when announcing
    stops on fixed route buses. Further, PA systems on rapid
    transit/subway and commuter rail should be upgraded so that drivers
    are more easily understood and there is less static.

**I.4 Observations of Route Identification System**

As stated previously, §37.167(c) of the USDOT ADA regulations requires
that:

"Where vehicles or other conveyances for more than one route serve the
same stop, the entity shall provide a means by which an individual with
a visual impairment or other disability can identify the proper vehicle
to enter or be identified to the vehicle operator as a person seeking a
ride on a particular route."

To determine the MBTA's current performance in identifying buses or
passengers at stops served by more than one route, the assessment team
collected the following information.

-   Information about MBTA's policies and procedures bus/passenger
    identification was collected and reviewed;

-   The Training Manager was interviewed and operator training materials
    were reviewed;

-   During the week of July 10^th^, 10 drivers were interviewed to
    verify their understanding of bus/passenger identification policies
    and operational practices;

-   The 13 riders with vision impairments who were interviewed were also
    asked about their experience with external bus announcements; and

-   A total of 110 observations were made at 12 bus transfer centers
    during the on-site visit to determine whether drivers appear to be
    making external announcements. Further, observations were made at
    rapid transit/subway stations to assess whether external
    announcements were being made at those locations.

## Policies and Procedures Regarding the Route Identification System {#policies-and-procedures-regarding-the-route-identification-system .unnumbered}

While the training materials appear to address the issue of stop
announcements that are required to be made inside the bus, the issue of
external announcements for vehicle and route identification does not
appear to be covered as specifically. Page 3-53 of the MBTA
*Participant's Manual for Bus Operations Training* includes the
following statement under the heading, "ADA Summary: Bus Operator
Guidelines":

*You are required to announce bus stops and transfer points from inside
the bus. Outside your bus, you must announce your route number at bus
stops and transfer points.*

Yet, there are no other references to this requirement in the overall
training description. Further, page 3-42 of the manual includes the
following statement under the heading, "Elderly Persons", but not in the
section relating to persons with disabilities and the ADA:

Announce bus stops and route number to elderly customers standing
outside; announce stops, transfer points, and time points.

A January 14, 1999 Bus Operations Special Order #99-02, issued by the
Director of Bus Operations, does include a statement that

Operators must clearly announce the destination and route to all
customers waiting to board at any station service area.

This statement does not make it clear that drivers are required to
identify the bus/route at stops serving multiple routes in the
community. It could be construed to mean that drivers must only announce
their bus/route identify at formal transfer centers, such as bus loading
areas at rapid transit stations.

## Training {#training-1 .unnumbered}

The previous section describes the MBTA's policies and procedures
related to the need for fixed route drivers to identify their routes to
passengers waiting at stops with more than one route. In addition to the
citations listed in the previous section, page 3-49 of the *Customer
Relations Manual,* under the heading "Customers with Visual
Impairments," states:

> *If you see a person with a white cane or guide dog or suspect that a
> person waiting at a bus stop is blind follow these tips:*

-   *Place the bus slowly and properly in the bus stop;*

-   *Park close to the curb and look for hazards;*

-   ***Announce your route and destination; \[emphasis added\]***

-   *Use your voice to help guide the customer to the door;*

-   *Ask able body passengers to move from priority seating;*

-   *Ask blind persons where they would like to alight;*

-   *Announce stops;*

-   *Verbally guide them to an empty seat;*

-   *When there is already a guide dog onboard, let boarding blind
    persons know there is currently a guide dog onboard. Let it be their
    decision if they wish to board.*

OTA and MBTA Operations conducted an ADA/Sensitivity Refresher Training
Program from April 1998 through February 2000 that was attended by 1735
Bus, 781 Rail, and 286 Revenue (Collectors) employees.

It does not appear that monitoring route identification efforts is
covered as part of the Stop Announcement Monitoring Program.

## Bus Operator Interviews {#bus-operator-interviews-1 .unnumbered}

During the week of July 10, the assessment team interviewed 10 bus
operators to ascertain the effectiveness of the MBTA's training
concerning external announcements and to get input from

operators on external announcements. Their bus driving experience ranged
from 2 weeks to 4 years. All but one driver reported being trained to
make external announcements. Most had been trained or had refresher
training during the past year. Employees were asked to describe their
understanding of the policy regarding external announcements. All but
one of the drivers said they knew they were supposed to make external
announcements at transfer points and if requested to do so. Most said
they made external announcements when it looked like someone was blind.

## Rider Experiences and Observations {#rider-experiences-and-observations-1 .unnumbered}

Only one of the 60 consumer complaints described in the previous section
concerned the lack of route/vehicle identification. The complaint was
about external announcements not being made. As a result, the passenger,
who has a visual impairment, missed the bus and had to wait for the next
one because he or she could not read the head sign on the bus.

Only one person interviewed commented on problems with route
identification, noting that drivers do not make route identification
announcements at stops. When prompted, a few others did respond that it
would be helpful to announce the route and destination to avoid boarding
the wrong bus. A few of those interviewed did mention the fact that the
current head signs are difficult to read for many people as they have
relatively low contrast and daytime glare makes it difficult to see
them. The MBTA is currently evaluating several new head signs and
expects to begin upgrading the equipment in the near future.

## Assessment Team Observations {#assessment-team-observations-1 .unnumbered}

At various times during the review period, the assessment team waited at
major transfer points to observe buses pulling in. Table I-4 shows the
locations where external announcements were monitored at Bus Transfer
Centers. As can be seen from Table I-4, of the 110 buses observed at 18
different locations, only 9 drivers -- or 8% -- identified their buses
to waiting passengers.

Most of the rapid transit and commuter rail stations have bus bays or
berths, marked with the route number or numbers served by each bay. The
signs are relatively uniform throughout the system with large black sans
serif lettering on a white background. The drivers were observed to
determine whether they identified the bus to waiting passengers in bays
with two or more bus routes. During the day, station personnel are
present at rapid transit stations to direct travelers if needed.

##### Table I-4. Observation of External Announcements at Bus Transfer Centers {#table-i-4.-observation-of-external-announcements-at-bus-transfer-centers .unnumbered}

  -------------------- ---------------- ------------ ----------------- -----------------
  **Location**         **\# Site        **\# Buses   **Total \#        **% External
                       Observations**   Observed**   Announcements**   Announcements**

  Alewife Station      1                3            0                 0%

  Ashmont Station      1                2            0                 0%

  Broadway, South      1                7            0                 0%
  Boston                                                               

  Central Square,      1                15           2                 13%
  Cambridge                                                            

  Forest Hills Station 1                2            0                 0%
  Upper                                                                

  Haymarket Station    3                22           0                 0%

  Mattapan Station     1                8            0                 0%

  Maverick Station     1                6            2                 33%

  Medford Square       1                12           1                 8%

  Quincy Station       2                14           2                 14%

  Ruggles Station      1                7            0                 0%

  Salem CR Station     4                12           2                 17%

  **Totals/Average %** **18**           **110**      **9**             **8%**
  -------------------- ---------------- ------------ ----------------- -----------------

In contrast, most transfer centers located throughout the community did
not have consistent signage for bus routes and buses often lined up in
the order in which they arrived, with no spaces reserved for a
particular route. Others had multiple pick-up/drop-off locations. For
example, the Medford Square location has two or three drop-off/pick-up
locations, which is confusing. For some bus routes, passengers are
picked-up and dropped-off in the same location. In other cases, when the
route ended at the transfer center, the pick-up and drop-off areas were
located several blocks apart. There was no information directing
passengers to board at a different location, which can cause confusion
for some passengers waiting at the wrong place, including one of the
review team members. A similar situation is present at Linden Square,
where there are multiple routes at multiple stops and little or no
signage present to direct passengers.

Another problem observed at the transfer centers was poor signage on the
buses themselves. Most buses have older illuminated head signs with
green lettering, which is very difficult to read. Most buses also are
equipped with a space to illuminate the route number on the back of the
bus. However, in many cases this sign was not illuminated, further
adding to the difficulties associated with identifying buses.

***Findings and Recommendations***

***Findings:***

1.  Bus operators did not appear to be making external stop
    announcements at the time of the on-site assessment. Of the 110
    situations where an external announcement should have been made,
    only 9 were observed.

2.  Rapid transit and subway station announcements appear to be made on
    the Orange, Red, and Blue lines, when the PA systems are
    operational. However, there was only 1 external announcement
    observed for the Green Line, which has up to four routes sharing the
    same track on most of the subway portion of that line.

3.  Commuter rail station announcements are made consistently at the
    major terminals (North Station, South Station, and Back Bay) where
    multiple rail lines are present.

4.  Bus operators do not appear to be adequately trained in external
    stop announcement procedures. Further, the training materials for
    bus operators appear to be unclear with respect to the requirement
    for external announcements. It is not enough to instruct drivers to
    look for persons with white canes or guide dogs as many disabilities
    -- including visual impairments -- may not be readily apparent.

5.  The MBTA is experimenting with new head signs, which will have LED
    displays that are much easier to read. This will assist some persons
    with visual impairments as the current signs are not easy to read
    for many people.

***Recommendations:***

1.  Training materials and policy manuals should be modified to more
    clearly describe the requirements for external identification.
    Specifically, the practice of identifying the route and destination
    at transfer locations should not be limited to times when someone
    has a white cane or guide dog. Many disabilities, including visual
    impairments, are not always apparent.

2.  The MBTA should re-train personnel with respect to the requirement
    for route/vehicle identification.

3.  Monitoring external announcements should be incorporated into the
    Bus Announcement Monitoring Program.

4.  External announcements should be made at all stops on segments of
    the Green Line and Red Line where trains serve different
    destinations. For example, destination announcements would be
    helpful at all stations from Alewife to JFK/UMass on the Red Line so
    passengers with visual impairments could more easily distinguish
    between Braintree and Ashmont trains, avoiding the need to transfer
    en route. Similarly, the Green Line runs multiple routes in both
    directions. Eastbound, some trains end at Government Center while
    others continue to Lechmere. Similarly, westbound there are four
    branches running to Copley. At that point, the E (Heath Street)
    route leaves the other three. At Kenmore, the other three routes
    split in different directions. It would be helpful for passengers
    with visual impairments to know which route the train they are
    boarding serves so they could avoid the need to transfer later.

5.  The MBTA should pursue replacement of its bus head signs to make
    them easier to read for persons with visual impairments and the
    general public.

###### Part II {#part-ii .unnumbered}

######  {#section-5 .unnumbered}

###### Assessment of Lift Reliability and Maintenance  {#assessment-of-lift-reliability-and-maintenance .unnumbered}

######  {#section-6 .unnumbered}

# II.1 Purpose of the Lift Reliability and Maintenance Assessment  {#ii.1-purpose-of-the-lift-reliability-and-maintenance-assessment .unnumbered}

The U. S. Department of Transportation (USDOT) regulations implementing
the Americans with Disabilities Act of 1990 (ADA) contain requirements
that are meant to assist persons with disabilities using fixed route
transportation services. Specifically, 49 CFR §37.161 requires that:

\(a\) Public and private entities providing transportation services
shall maintain in operative condition those features of facilities and
vehicles that are required to make the vehicles and facilities readily
accessible to and usable by individuals with disabilities. These
features include, but are not limited to, lifts and other means of
access to vehicles, securement devices, elevators, signage and systems
to facilitate communications with persons with impaired vision or
hearing.

In addition to the general maintenance provisions described above that
apply to all transportation providers, 49 CFR §37.163 requires public
transportation providers to institute regular and frequent maintenance
checks of lifts:

> *(b) The entity shall establish a system of regular and frequent
> maintenance checks of lifts sufficient to determine if they are
> operative.*
>
> *(c) The entity shall ensure that vehicle operators report to the
> entity, by the most immediate means available, any failure of a lift
> to operate in service.*
>
> *(d) Except as provided in paragraph (e) of this section, when a lift
> is discovered to be inoperative, the entity shall take the vehicle out
> of service before the beginning of the vehicle\'s next service day and
> ensure that the lift is repaired before the vehicle returns to
> service.*
>
> *(e) If there is no spare vehicle available to take the place of a
> vehicle with an inoperable lift, such that taking the vehicle out of
> service will reduce the transportation service the entity is able to
> provide, the public entity may keep the vehicle in service with an
> inoperable lift for no more than five days (if the entity serves an
> area of 50,000 or less population) or three days (if the entity serves
> an area of over 50,000 population) from the day on which the lift is
> discovered to be inoperative.*
>
> *(f) In any case in which a vehicle is operating on a fixed route with
> an inoperative lift, and the headway to the next accessible vehicle on
> the route exceeds 30 minutes, the entity shall promptly provide
> alternative transportation to individuals with disabilities who are
> unable to use the vehicle because its lift does not work.*

This part of the assessment focused on the MBTA's efforts to maintain
and provide reliable wheelchair lift service on its fixed route buses,
as well as the maintenance and reliability of elevators in rapid transit
stations. A description of key features of the service is provided. A
description of the approach and methodology used to conduct the
assessment is then provided. Observations and findings related to lift
and elevator maintenance and reliability are summarized. Recommendations
of the review team for addressing issues identified also are provided.

**II.2 Overview of the Lift Reliability and Maintenance Assessment**

As noted above, this part of the assessment focused on compliance with
wheelchair lift reliability and maintenance requirements of the
regulations. It also includes a review of elevator reliability and
maintenance in rapid transit/light rail stations. The assessment first
involved the collection and review of key service information prior to
the on-site visit. This information included:

-   The current fixed route system map;

-   A complete set of schedules for each fixed route;

-   Fixed route bus/trackless trolley fleet information;

-   The *Bus Operations Manual: Vehicle Operations Manual* (part of the
    Driver Training Program), which outlines operating policies and
    procedures for lifts and kneelers;

-   Instructions for lift operation;

-   Notices, bulletins, and memoranda detailing lift use policies and
    procedures; and

-   Recent service complaints regarding lift reliability and
    maintenance.

    The observations of morning pullouts and the review of maintenance
    records were made on July 13, 14, and 17, 2000. The assessment team
    contacted the MBTA on Tuesday afternoon (July 11) to arrange for
    this portion of the review. At each garage, MBTA automotive
    maintenance and transportation division supervisors and managers
    were interviewed as part of the review.

    Telephone interviews also were conducted with six local human
    service agency representatives and individuals who regularly use the
    MBTA fixed route service.

The reviewers also observed the use of lifts during normal service while
conducting the stop announcement and route identification review during
Part I of this report.

II.3 Observations of Lift Reliability & Maintenance

To determine the MBTA's current performance with respect to lift
reliability, the assessment team performed the following activities:

-   Fleet and route data were reviewed;

-   Information about the MBTA's policies and procedures for assigning
    buses and cycling lifts and kneelers was reviewed;

-   The operator training materials were reviewed;

-   Bus drivers, supervisors, and managers were interviewed to gauge
    their understanding of lift use policies and procedures;

-   Six individuals, who are regular riders or who have clients who are
    regular riders of the MBTA bus system, were interviewed by phone;
    and

-   The review team observed drivers perform lift and kneeler cycling
    during pullout at four MBTA garages (Bartlett, Cabot, Lynn, and
    Quincy).

## Policies and Procedures Regarding Lift Reliability and Maintenance {#policies-and-procedures-regarding-lift-reliability-and-maintenance .unnumbered}

### Fleet and Route Assignment  {#fleet-and-route-assignment .unnumbered}

Each bus is assigned to operate out of one of six districts (Arborway,
Bennett, Cabot. Charlestown, Lynn, and Quincy). Buses are assigned to
one of nine garage facilities, including 47 out-of-service buses
assigned to the Everett Shop and the 50 trackless trolleys maintained at
the North Cambridge Garage. Table II-1 summarizes the fleet distribution
by garage. Overall, 77% of the bus and trackless trolley fleet is
lift-equipped (82% if trackless trolleys are not included in the total).

It can be seen from the detailed fleet distribution list included in
Attachment F that the last regular bus order was received in 1995. (Two
low-floor buses were received in 1999 for testing in passenger
operation). Otherwise, no new buses have been added since then. As a
result, the average age of the fleet is approximately 13 years.

The MBTA provides two types of accessible fixed route service:
"Wheelchair Lift Bus Routes" and the "Call-a-Lift Bus Program."

There are 55 "Wheelchair Lift Bus Routes" and 7 "Partially Dedicated
Lift Bus Routes," which have some lift-equipped buses at designated
times, but not all buses are lift equipped. The "Call-a-Lift Bus
Program" provides lift-equipped service on more than 100 routes by
calling the Office for Transportation Access by 1:00 p.m. the day before
service is needed. The privately operated routes (the #700 series are
all lift equipped.) The list of accessible routes is included in
Attachment F.

The MBTA's policy is to assign buses with functioning lifts to the
"dedicated" Wheelchair Lift Bus Routes first. If during pullout a lift
malfunctions and cannot be repaired quickly, the policy is to pull the
bus out of service and send another with a functioning lift in its
place. If a lift malfunctions on a bus assigned to a "non-dedicated"
lift equipped route, an effort will be made to replace the bus; however,
buses will be sent out with non-functioning lifts if there is no spare
available.

##### Table II-1. Summary of Fleet Distribution by Garage {#table-ii-1.-summary-of-fleet-distribution-by-garage .unnumbered}

+-----------------------+--------------+--------------+---------------+
| **Facility**          | **Total \#   | **\# Lift    | **% Lift      |
|                       | Buses**      | Equipped**   | Equipped**    |
+-----------------------+--------------+--------------+---------------+
| Albany                | 114          | 90           | 79%           |
+-----------------------+--------------+--------------+---------------+
| Bartlett              | 158          | 136          | 86%           |
+-----------------------+--------------+--------------+---------------+
| Cabot\*               | 181          | 181          | 100%          |
+-----------------------+--------------+--------------+---------------+
| Charlestown\*/Bennett | 210          | 195          | 93%           |
+-----------------------+--------------+--------------+---------------+
| Everett\*\*           | 45           | 2            | 4%            |
+-----------------------+--------------+--------------+---------------+
| Fellsway              | 83           | 58           | 70%           |
+-----------------------+--------------+--------------+---------------+
| Lynn                  | 103          | 80           | 70%           |
+-----------------------+--------------+--------------+---------------+
| North Cambridge\*\*\* | 50           | 0            | 0%            |
+-----------------------+--------------+--------------+---------------+
| Quincy                | 90           | 61           | 68%           |
+-----------------------+--------------+--------------+---------------+
| **TOTAL**             | **1,034**    | **799**      | **77%**       |
+-----------------------+--------------+--------------+---------------+
| \* Includes two 1999  |              |              |               |
| low floor             |              |              |               |
| ramp-equipped buses.  |              |              |               |
|                       |              |              |               |
| \*\* Everett is a     |              |              |               |
| heavy maintenance     |              |              |               |
| facility.             |              |              |               |
|                       |              |              |               |
| \*\*\* North          |              |              |               |
| Cambridge services    |              |              |               |
| the trackless         |              |              |               |
| trolleys.             |              |              |               |
+-----------------------+--------------+--------------+---------------+

Not only is the fleet relatively old, but the MBTA also has been in the
process of replacing 400 defective bus lifts. About two years ago, the
manufacturer settled a lawsuit and since then, the MBTA has been in the
process of replacing the lifts. According to the MBTA, the
lift-replacement program is progressing, albeit slowly. Additionally,
according to the MBTA, some lifts are no longer manufactured and
replacement parts are not available. To address this problem, the MBTA
has begun manufacturing its own replacement parts.

### Pre-trip Inspections {#pre-trip-inspections .unnumbered}

Drivers are required to perform pre-trip inspections of buses using the
"Vehicle Condition Report" form, included in Attachment G. Drivers use
the form to identify any defective items prior to pullout. The form
lists safety and operating features, including lifts and kneelers.
However, the list does not include wheelchair securements or the public
address system (although drivers do appear to note when the PA is not
working as part of the radio check). Before leaving the garage, drivers
return the forms to the Pullout Supervisor for review. In some garages,
the forms are used for alerting maintenance that the bus needs a repair.
Other garages simply attach a handwritten note to the windshield
indicating the nature of the problem and the pullout supervisor retains
the pre-trip inspection form.

**Routine Maintenance**

Generally, each garage is responsible for maintaining its own fleet.
Several types of maintenance are performed including preventive,
in-service, and routine repair work. A common record-keeping system is
used and repair and maintenance information is captured in real-time in
a centralized computer database.

Routine preventive maintenance is scheduled at 6,000- and 12,000-mile
intervals. Copies of the "Automotive Preventive Maintenance Program"
forms are included in Attachment G. The 6,000-mile inspection includes a
steam cleaning, lubrication, and cycling of the lift. The 12,000-mile
inspection also includes a more thorough lift inspection (see
"Wheelchair Lift Inspection Form" included in Attachment G).

In-service repairs occur when a bus breaks down while in revenue
service. If, for example, a wheelchair lift malfunctions, the driver
contacts central dispatch and a maintenance truck is sent to assist the
driver, if needed. Some repairs are simple -- such as replacing a fuse.
Others are more complicated and require the bus to be taken out of
service. A "Failures In-service Daily Log" is used to track these types
of road calls. The form includes various codes used to describe the
problem, the vehicle number, a brief description of the type of trouble
encountered, and the current garage assignment for the bus. A "Failure
In-service Incident Detail Report" is used to document the repair. A
"Vehicle History" report also may be generated to track repairs and to
spot repetitive problems. Samples of these types of reports are included
in Attachment G.

Maintenance also is performed to replace broken parts. This maintenance
is performed in response to defect reports filed by drivers during
pre-trip inspections or because of in-service failures. Routine
maintenance also is performed in conjunction with lift inspections,
particularly during the 12,000-mile inspections.

## Training {#training-2 .unnumbered}

Bus drivers are trained in proper lift and securement operation during
their regular driver-training program and at ADA refresher training
(described in Part I of this review). Attachment H includes a copy of
the lift and kneeler operation instructions provided to bus drivers.
Specifically, on page 1-69, drivers are instructed to:

-   *"Allow persons who request the lift to use it.*

-   *Always allow persons with mobility problems to be seated before
    moving the bus.*

-   *It is the operator's responsibility to make sure the mobility aid
    is secure."*

On page 1-68 of the instructions, drivers are directed to use the
kneeling feature:

-   *"For customers who may have difficulty boarding.*

-   *At the request of any passenger."*

Drivers are reminded the kneeling feature will "activate a light, horn
and the interlock." Drivers are told not to operate the kneeler if the
doors are positioned above a curb, which could result in damage to the
doors.

Additional training is provided on how to operate each type of lift.
Drivers also are instructed in wheelchair securement and passenger
sensitivity issues.

**Interviews with Drivers and Maintenance Personnel**

The review team interviewed several maintenance workers, supervisors,
and managers during the lift reliability checks at the bus garages. The
team also interviewed drivers while doing their pre-trip inspections;
however, interviews were limited as drivers were preparing for pullout
and the review team did not want to interfere with drivers' schedules.
With the exception of the Quincy Garage, there appeared to be a general
sense of driver frustration with the condition of lifts and the overall
conditions of the aging bus fleet. This frustration was particularly
apparent at Lynn, where the fleet is older on average and drivers said
they often had buses with malfunctioning equipment. Additional comments
from drivers and maintenance personnel are included in the section on
Assessment Team Observations.

Maintenance personnel said that drivers did not know the "tricks" of
making lifts work if they get stuck or fail to deploy. For example, one
mechanic mentioned that sometimes "jumping" on the lift will loosen dirt
that may be clogging the mechanism. Another mechanic mentioned that the
lifts sometimes settle so that they need to be raised slightly to floor
level before deploying them. One mechanic suggested that 75% of lift
problems were related to driver error, 15% were related to minor
repairs, and 10% were related to maintenance problems.

The Superintendent of Training - Maintenance, said that while driver
training was adequate to cover basic lift operation, he thought it would
be beneficial to conduct additional driver training to teach drivers how
to troubleshot lift problems while on the road. For example, in the
instance described above in which a lift settles and simply needs to be
raised slightly before being deployed, it may appear to the driver that
the lift is inoperable.

## Rider Experiences and Observations {#rider-experiences-and-observations-2 .unnumbered}

### MBTA Complaints {#mbta-complaints-1 .unnumbered}

Prior to the site visit, the MBTA provided copies of 91 complaints
relating to lift maintenance and reliability that they received from
July 1, 1999-June 15, 2000. Table II-2 shows the breakdown of complaints
by route. Complaints appear to be focused on particular routes.
Thirty-one (34%) of the 91 complaints were on three routes: route #441
(13 complaints), route #39 (10 complaints), and route #240 (8
complaints). Otherwise, the lift failures appear to be spread across the
system, although Lynn, which serves only 10% of the buses, accounted for
28 (31%) of the complaints related to lift failures. It is not clear
whether one or more persons filed the complaints, but they were filed
throughout the year. As previously stated, route #441 (Marblehead --
Haymarket), which is assigned to Lynn and designated as a partially
lift-equipped route, amassed 13 complaints.

In several cases, the MBTA's responses to the complaints indicated that
no buses with operable lifts were available during pullout for a given
route and that a bus with a non-functioning lift was put in service. In
several other cases, there was reportedly no equipment available to swap
out a bus with a lift that did not operate during daily inspection.

**Table II-2. Complaints Relating to Wheelchair Lifts**

**July 1999-June 2000**

+-----------------+---+--------------+---+--------------------+---+---------------+---+
| **Garage**      | * |              | * |                    | * |               |   |
|                 | * |              | * |                    | * |               |   |
|                 | R |              | D |                    | \ |               |   |
|                 | o |              | e |                    | # |               |   |
|                 | u |              | d |                    | C |               |   |
|                 | t |              | i |                    | o |               |   |
|                 | e |              | c |                    | m |               |   |
|                 | \ |              | a |                    | p |               |   |
|                 | # |              | t |                    | l |               |   |
|                 | * |              | e |                    | a |               |   |
|                 | * |              | d |                    | i |               |   |
|                 |   |              | L |                    | n |               |   |
|                 |   |              | i |                    | t |               |   |
|                 |   |              | f |                    | s |               |   |
|                 |   |              | t |                    | * |               |   |
|                 |   |              | R |                    | * |               |   |
|                 |   |              | o |                    |   |               |   |
|                 |   |              | u |                    |   |               |   |
|                 |   |              | t |                    |   |               |   |
|                 |   |              | e |                    |   |               |   |
|                 |   |              | \ |                    |   |               |   |
|                 |   |              | * |                    |   |               |   |
|                 |   |              | * |                    |   |               |   |
|                 |   |              | * |                    |   |               |   |
+=================+===+==============+===+====================+===+===============+===+
| Albany          | C |              | Y |                    | 1 |               |   |
|                 | T |              | e |                    |   |               |   |
|                 | 1 |              | s |                    |   |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Albany          | C |              | Y |                    | 1 |               |   |
|                 | T |              | e |                    |   |               |   |
|                 | 2 |              | s |                    |   |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Albany          | 4 |              | Y |                    | 1 |               |   |
|                 | 7 |              | e |                    |   |               |   |
|                 |   |              | s |                    |   |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Albany          | 5 |              | Y |                    | 4 |               |   |
|                 | 7 |              | e |                    |   |               |   |
|                 |   |              | s |                    |   |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Albany          | 5 |              | N |                    | 1 |               |   |
|                 | 0 |              | o |                    |   |               |   |
|                 | 5 |              |   |                    |   |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Albany          | 6 |              | Y |                    | 1 |               |   |
|                 | 5 |              | e |                    |   |               |   |
|                 |   |              | s |                    |   |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| **Subtotal      |   |              |   |                    | * |               |   |
| Albany Garage** |   |              |   |                    | * |               |   |
|                 |   |              |   |                    | 9 |               |   |
|                 |   |              |   |                    | / |               |   |
|                 |   |              |   |                    | 1 |               |   |
|                 |   |              |   |                    | 0 |               |   |
|                 |   |              |   |                    | % |               |   |
|                 |   |              |   |                    | * |               |   |
|                 |   |              |   |                    | * |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Bartlett        | 2 |              | P |                    | 2 |               |   |
|                 | 8 |              | a |                    |   |               |   |
|                 |   |              | r |                    |   |               |   |
|                 |   |              | t |                    |   |               |   |
|                 |   |              | i |                    |   |               |   |
|                 |   |              | a |                    |   |               |   |
|                 |   |              | l |                    |   |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Bartlett        | 3 |              | N |                    | 1 |               |   |
|                 | 1 |              | o |                    |   |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Bartlett        | 3 |              | N |                    | 1 |               |   |
|                 | 3 |              | o |                    |   |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Bartlett        | 3 |              | Y |                    | 1 |               |   |
|                 | 8 |              | e |                    |   |               |   |
|                 |   |              | s |                    |   |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Bartlett        | 3 |              | Y |                    | 1 |               |   |
|                 | 9 |              | e |                    | 0 |               |   |
|                 |   |              | s |                    |   |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Bartlett        | 5 |              | N |                    | 1 |               |   |
|                 | 2 |              | o |                    |   |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| **Subtotal      |   |              |   |                    | * |               |   |
| Bartlett        |   |              |   |                    | * |               |   |
| Garage**        |   |              |   |                    | 1 |               |   |
|                 |   |              |   |                    | 6 |               |   |
|                 |   |              |   |                    | / |               |   |
|                 |   |              |   |                    | 1 |               |   |
|                 |   |              |   |                    | 8 |               |   |
|                 |   |              |   |                    | % |               |   |
|                 |   |              |   |                    | * |               |   |
|                 |   |              |   |                    | * |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Bennett         | 6 |              | Y |                    | 1 |               |   |
|                 | 2 |              | e |                    |   |               |   |
|                 |   |              | s |                    |   |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Bennett         | 6 |              | N |                    | 1 |               |   |
|                 | 4 |              | o |                    |   |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Bennett         | 6 |              | Y |                    | 2 |               |   |
|                 | 9 |              | e |                    |   |               |   |
|                 |   |              | s |                    |   |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Bennett         | 7 |              | P |                    | 3 |               |   |
|                 | 7 |              | a |                    |   |               |   |
|                 |   |              | r |                    |   |               |   |
|                 |   |              | t |                    |   |               |   |
|                 |   |              | i |                    |   |               |   |
|                 |   |              | a |                    |   |               |   |
|                 |   |              | l |                    |   |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Bennett         | 8 |              | P |                    | 1 |               |   |
|                 | 3 |              | a |                    |   |               |   |
|                 |   |              | r |                    |   |               |   |
|                 |   |              | t |                    |   |               |   |
|                 |   |              | i |                    |   |               |   |
|                 |   |              | a |                    |   |               |   |
|                 |   |              | l |                    |   |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Bennett         | 8 |              | Y |                    | 2 |               |   |
|                 | 6 |              | e |                    |   |               |   |
|                 |   |              | s |                    |   |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Bennett         | 8 |              | N |                    | 1 |               |   |
|                 | 8 |              | o |                    |   |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| **Subtotal      |   |              |   |                    | * |               |   |
| Bennett         |   |              |   |                    | * |               |   |
| Garage**        |   |              |   |                    | 1 |               |   |
|                 |   |              |   |                    | 1 |               |   |
|                 |   |              |   |                    | / |               |   |
|                 |   |              |   |                    | 1 |               |   |
|                 |   |              |   |                    | 2 |               |   |
|                 |   |              |   |                    | % |               |   |
|                 |   |              |   |                    | * |               |   |
|                 |   |              |   |                    | * |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Cabot           | 6 |              | Y |                    | 1 |               |   |
|                 |   |              | e |                    |   |               |   |
|                 |   |              | s |                    |   |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Cabot           | 8 |              | Y |                    | 3 |               |   |
|                 |   |              | e |                    |   |               |   |
|                 |   |              | s |                    |   |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Cabot           | 1 |              | N |                    | 1 |               |   |
|                 | 9 |              | o |                    |   |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Cabot           | 2 |              | N |                    | 1 |               |   |
|                 | 3 |              | o |                    |   |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Cabot           | 4 |              | Y |                    | 1 |               |   |
|                 | 3 |              | e |                    |   |               |   |
|                 |   |              | s |                    |   |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Cabot           | 4 |              | N |                    | 1 |               |   |
|                 | 9 |              | o |                    |   |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Cabot           | 6 |              | Y |                    | 3 |               |   |
|                 | 6 |              | e |                    |   |               |   |
|                 |   |              | s |                    |   |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| **Subtotal      |   |              |   |                    | * |               |   |
| Cabot Garage**  |   |              |   |                    | * |               |   |
|                 |   |              |   |                    | 1 |               |   |
|                 |   |              |   |                    | 1 |               |   |
|                 |   |              |   |                    | / |               |   |
|                 |   |              |   |                    | 1 |               |   |
|                 |   |              |   |                    | 2 |               |   |
|                 |   |              |   |                    | % |               |   |
|                 |   |              |   |                    | * |               |   |
|                 |   |              |   |                    | * |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Charlestown     | 9 |              | N |                    | 2 |               |   |
|                 | 0 |              | o |                    |   |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Charlestown     | 1 |              | N |                    | 1 |               |   |
|                 | 1 |              | o |                    |   |               |   |
|                 | 1 |              |   |                    |   |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| ##              |   |              |   |                    | * |               |   |
| #  Subtotal Cha |   |              |   |                    | * |               |   |
| rlestown Garage |   |              |   |                    | 3 |               |   |
|                 |   |              |   |                    | / |               |   |
|                 |   |              |   |                    | 3 |               |   |
|                 |   |              |   |                    | % |               |   |
|                 |   |              |   |                    | * |               |   |
|                 |   |              |   |                    | * |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Fellsway        |   | 136          |   | Yes                |   | 2             |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Fellsway        |   | 411          |   | No                 |   | 2             |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| **Subtotal      |   |              |   |                    |   | **4**         |   |
| Fellsway        |   |              |   |                    |   |               |   |
| Garage**        |   |              |   |                    |   | **4%**        |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Lynn            |   | 120          |   | No                 |   | 1             |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Lynn            |   | 435          |   | Yes                |   | 2             |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Lynn            |   | 437          |   | Yes                |   | 2             |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Lynn            |   | 441          |   | Partial            |   | 13            |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Lynn            |   | 450          |   | Partial            |   | 2             |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Lynn            |   | 455          |   | Yes                |   | 4             |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Lynn            |   | 458          |   | No                 |   | 4             |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| ###  Subto      |   |              |   |                    |   | **28**        |   |
| tal Lynn Garage |   |              |   |                    |   |               |   |
|                 |   |              |   |                    |   | **31%**       |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| N. Cambridge    |   | 71           |   | No                 |   | 1             |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| **Subtotal N.   |   |              |   |                    |   | **1**         |   |
| Cambridge       |   |              |   |                    |   |               |   |
| Garage**        |   |              |   |                    |   | **1%**        |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| Quincy          |   | 240          |   | Yes                |   | 8             |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| **Subtotal      |   |              |   |                    |   | **8**         |   |
| Quincy Garage** |   |              |   |                    |   |               |   |
|                 |   |              |   |                    |   | **9%**        |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| **TOTAL**       |   |              |   |                    |   | **91**        |   |
|                 |   |              |   |                    |   |               |   |
|                 |   |              |   |                    |   | **100%**      |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+
| \* "Yes,"       |   |              |   |                    |   |               |   |
| indicates a     |   |              |   |                    |   |               |   |
| route that is   |   |              |   |                    |   |               |   |
| designated as   |   |              |   |                    |   |               |   |
| being 100%      |   |              |   |                    |   |               |   |
| wheelchair      |   |              |   |                    |   |               |   |
| accessible.     |   |              |   |                    |   |               |   |
| "No" indicates  |   |              |   |                    |   |               |   |
| a route that is |   |              |   |                    |   |               |   |
| not 100%        |   |              |   |                    |   |               |   |
| wheelchair      |   |              |   |                    |   |               |   |
| accessible      |   |              |   |                    |   |               |   |
| (although it    |   |              |   |                    |   |               |   |
| may be run      |   |              |   |                    |   |               |   |
| using           |   |              |   |                    |   |               |   |
| lift-equipped   |   |              |   |                    |   |               |   |
| buses).         |   |              |   |                    |   |               |   |
|                 |   |              |   |                    |   |               |   |
| Source: MBTA    |   |              |   |                    |   |               |   |
| Office for      |   |              |   |                    |   |               |   |
| Transportation  |   |              |   |                    |   |               |   |
| Access.         |   |              |   |                    |   |               |   |
+-----------------+---+--------------+---+--------------------+---+---------------+---+

This shortage of buses with operable lifts appears to be a particular
problem for the Lynn garage (see Assessment Team Observations section
below). Bartlett (with 15% of the total fleet) had 16 complaints (20%)
filed for non-working lifts, 10 of them on route #39 (Back Bay Station
-- Forest Hills Station). It is not clear whether one or more persons
filed the complaints, but they were filed throughout the year. One of
those complaints alleges the passenger waited 3 hours for a bus with a
functioning lift; no follow-up action was taken by the MBTA because
there were no vehicle numbers noted on the complaint.

**Customer/Agency Contacts**

Six individuals and agency representatives were interviewed about their
experiences with using lifts on the fixed route bus system.

One passenger said she was stuck twice in one day on the #47 (Central
Square Cambridge-Broadway Station) bus when the lift malfunctioned. On
another occasion, she said the first bus on route #1 (Harvard-Holyoke
Gate -- Dudley Square) had a lift that didn't work. The next bus did not
have a lift. (Route #1 is designated as a fully lift-equipped route.)
She said lifts on buses out of Cabot, Lynn, and Charlestown garages are
"disgustingly problematic." She has even seen a bus traveling down the
road in Danvers (Lynn Garage) with a partially deployed lift.

Another consumer talked about his experiences with lifts. He said that
drivers will state: "the lift is not working" or "I don't have a key."
(The keys that unlock the lift controls are universal; some passengers
report that they have keys in case the drivers do not.) He also
commented that drivers do not seem to know how to fix minor lift-related
problems. For example, passengers (and mechanics) report that sometimes
when the lift gets jammed jumping on the platform will knock loose any
dirt and make the lift operable. This passenger said lifts malfunction
30% to 40% of the time. It is his impression that there is not enough
reliable equipment to provide reliable lifts on buses.

If a lift fails, the driver is instructed to call dispatch/central
control. One passenger said drivers only appear to call dispatch about
30% of the time. According to the passenger interviewed, most of the
time, the drivers don't appear to report broken lifts "because there is
no bus to change out." If a lift is broken on a designated accessible
route, the following bus should have a functional lift. The passenger
said this is not always the case.

Another individual pointed out that older buses often are assigned to
suburban routes, which typically operate less frequently. If a lift
breaks on one of those buses, it can take an hour or more before another
bus can be deployed to assist.

Two passengers also complained about securement straps being dirty,
broken or missing, stating that problems with securements happen "all
the time."

Another passenger felt lift reliability was better than it may appear,
although he said that some drivers will deliberately pass up a person in
a wheelchair waiting at a bus stop. Some drivers "aren't comfortable
with lifts." He believes that low floor buses with ramps are the answer.

Another person commented on the kneeling feature, saying that drivers
won't use it. Further, they "never" offer to kneel buses.

One passenger commented that the rapid transit lines sometimes are
difficult because one of the transit car doors will stick in a closed
position and someone in a wheelchair cannot get through the opening. By
the time the person maneuvers to another door, the train is probably
moving on to the next station.

A few other comments related to commuter rail service. Some platforms
are good, like at North Station (full-length high platform). However,
passengers also noted some of the platforms are short, like at Salem
(mini-high platforms), so passengers need to board the car directly
behind the engine.

A comment that was heard several times was that it just doesn't seem
people with disabilities are welcome on MBTA fixed route services.
Drivers were criticized for not knowing how to use the lift, for saying
they did not have a key to operate the lift, and for claiming the lift
was broken. A couple of passengers noted that the public is partly to
blame for people with disabilities feeling uncomfortable using fixed
route service. "When you are boarding a bus and everyone is looking at
you, it can be intimidating." The public gets annoyed when they are
delayed: "We are supposed to be the melting pot, but we make fun of
people with vision impairments, motor impairments, or hearing
impairments." Because of poor driver and general public attitudes, he
says many passengers with disabilities will use The RIDE (ADA
Complementary Paratransit) service instead of fixed route.

**Assessment Team Observations**

The assessment team observed the following items to assess lift
reliability and maintenance at the MBTA:

-   Field observations;

-   Morning pullout at five MBTA garage facilities; and

-   Wheelchair lift defect record keeping and maintenance.

The assessment team observed lift cycling practices while vehicles were
in-service, and also interviewed drivers, pullout supervisors, and
maintenance personnel during morning pullouts.

The subsections below describe the process used to analyze each of the
three areas described above. The documentation includes a summary of
observations for each.

### Field Observations {#field-observations .unnumbered}

During the assessment of stop announcements, the review team observed
three passengers who used wheelchairs attempting to board buses. In two
cases, the boardings were accomplished with no difficulty. In the third
observation, on route #137 (a route that is designated as being
wheelchair accessible) the lift would not deploy. After attempting to
deploy the lift, the driver told the passenger the lift did not work and
left the passenger at the stop. The pick-up location was at a bus stop
with multiple routes and the assessment team member did not hear the
brief conversation between the driver and customer. The driver continued
the route without appearing to notify dispatch about the malfunctioning
lift. The assessment team member followed up with maintenance and
confirmed that the driver did not report the malfunctioning lift while
in-service.

### Morning Pullout {#morning-pullout .unnumbered}

Morning pullouts were observed at five MBTA garages:

> July 13 Bartlett Garage -- Kidston & Barber
>
> Cabot Garage -- Mathias & Thatcher
>
> July 14 Charlestown/Bennett Garage -- Mathias & Thatcher
>
> Quincy Garage -- Kidston
>
> July 17 Lynn Garage -- Mathias

A copy of the "Record of Lift Cycling and Working Condition of Lifts and
Access Features" form used to gather data is included in Attachment E.
Observations were made for several hours, beginning at about 4:30 a.m.
Garages were selected to represent a variety of locations and sizes (see
Attachment F for a list of garages and vehicle assignments). Two team
members were assigned to larger garages, as indicated above. One person
handled the reviews at the two smaller garages. For two to three hours,
the assessment team accompanied drivers during their pre-trip
inspections (see form included in Attachment G). Drivers were observed
cycling lifts, cycling kneelers, and testing the public address system.

Table II-3 shows the number of observations made at each garage and
summarizes the results of the field observations: 157 wheelchair lifts
were cycled, 134 kneelers were cycled, and 137 public address systems
were tested. In all cases, the drivers cycled the lifts without
prompting; however, in most cases the assessment team had to ask drivers
to cycle the kneelers and test the PA systems.

**Lift cycling.** During the pullout observations, lifts were functional
85% of the time on average. However, this percentage varied from 75% at
Lynn to 95% at Bartlett. The lower percentages are of particular concern
because there was not always a spare bus with a functioning lift
available. Each driver had a key, which is used to open the wheelchair
control unit located at the back door of the bus. This is a universal
key, which will open any of the lift control boxes.

Based on the pullout observations, drivers appeared to be familiar with
the basics of lift operation and said their training had been good. Few
drivers checked the securements to be sure the straps were clean and in
good repair. Drivers said they knew they were supposed to cycle lifts
during pre-trip inspections and report defects on the Vehicle Condition
Report (see Attachment G). Some drivers complained that lifts were in
poor repair and maintenance did not repair them quickly or well enough.

When queried, both drivers and pullout supervisors stated that it was
MBTA policy that routes designated as being accessible be given first
priority for a bus with a functioning lift, but that a bus with a
non-functioning lift would be sent our on routes that were not
designated as accessible, if necessary.

It should be noted in the case of the Lynn Garage, the review team
member observed several instances where some or all of the external
wheelchair symbol stickers had been removed from buses with
dysfunctional lifts (e.g., #8833). The team also observed that in some
cases, particularly in Lynn, buses with dysfunctional lifts were sent
out on routes that were not designated as being accessible because no
spares with functioning lifts were available. Further, at least four
buses were observed to have a yellow sticker attached to the front panel
indicating "Wheelchair lift is disabled, do not attempt to use" (e.g.,
#8844, #8853, #8855, #8865). When the driver opened the control panel on
#8855, the wires were disconnected and the top switch panel came off.
When maintenance personnel were asked about the yellow stickers, they
said they were temporary. When asked, drivers said they thought the
stickers were more permanent and had been applied to buses with ongoing
problems. In contrast to Lynn, personnel at the Quincy Garage were able
to replace buses with dysfunctional lifts so all buses that went out
during the observation period had operating lifts.

The MBTA has been conducting an experimental program being piloted at
the Charlestown / Bennett Garage that appears to be enhancing the MBTA's
ability to send out more buses with functioning lifts. A Yard Supervisor
(former lift mechanic) spends his time troubleshooting during pullout,
responding to problems, particularly with lifts and kneelers. During the
pullout observation, he fixed about six lifts that were not working
because of minor problems, such as missing or blown fuses, or dirt
clogging the mechanisms (e.g., #0007, #0010, #0385, #0092).

According to the Charlestown Yard Supervisor, drivers need to be better
trained in lift operation. For example, if the hydraulics have not been
properly pressurized, the lift won't work. If the lift settles during
the day, it needs to be raised and leveled before it can deploy. He felt
additional training was needed to convey these quick fixes that make
lifts functional and could reduce the number of in-service road calls.
He also noted that fuses are often pulled from the lift or kneeler,
making them inoperable. Such problems can be corrected with a quick
repair and by carrying spare fuses on board buses.

Table II-3. Summary of Observations at Sample Garages

<table style="width:100%;">
<colgroup>
<col style="width: 12%" />
<col style="width: 10%" />
<col style="width: 9%" />
<col style="width: 9%" />
<col style="width: 10%" />
<col style="width: 9%" />
<col style="width: 9%" />
<col style="width: 10%" />
<col style="width: 9%" />
<col style="width: 9%" />
</colgroup>
<tbody>
<tr class="odd">
<td rowspan="2"><p><strong> </strong></p>
<h3 id="garage">Garage</h3></td>
<td colspan="3"><strong>Wheelchair Lifts</strong></td>
<td colspan="3"><strong>Kneelers</strong></td>
<td colspan="3"><strong>Public Address System</strong></td>
</tr>
<tr class="even">
<td><p><strong>#</strong></p>
<p><strong>Observed</strong></p></td>
<td><p><strong>#</strong></p>
<p><strong>Working</strong></p></td>
<td><p><strong>%</strong></p>
<p><strong>Working</strong></p></td>
<td><p><strong>#</strong></p>
<p><strong>Observed</strong></p></td>
<td><p><strong>#</strong></p>
<p><strong>Working</strong></p></td>
<td><p><strong>%</strong></p>
<p><strong>Working</strong></p></td>
<td><p><strong>#</strong></p>
<p><strong>Observed</strong></p></td>
<td><p><strong>#</strong></p>
<p><strong>Working</strong></p></td>
<td><p><strong>%</strong></p>
<p><strong>Working</strong></p></td>
</tr>
<tr class="odd">
<td><h1 id="bartlett" class="unnumbered">Bartlett</h1></td>
<td>22</td>
<td>21</td>
<td>95 %</td>
<td>16</td>
<td>14</td>
<td>88 %</td>
<td>18</td>
<td>15</td>
<td>83 %</td>
</tr>
<tr class="even">
<td><h3 id="cabot">Cabot</h3></td>
<td>43</td>
<td>35</td>
<td>81 %</td>
<td>36</td>
<td>31</td>
<td>86 %</td>
<td>35</td>
<td>30</td>
<td>86 %</td>
</tr>
<tr class="odd">
<td><strong>Charlestown/Bennett</strong></td>
<td>56</td>
<td>48</td>
<td>86 %</td>
<td>49</td>
<td>39</td>
<td>80 %</td>
<td>52</td>
<td>14</td>
<td>27 %</td>
</tr>
<tr class="even">
<td><strong>Lynn</strong></td>
<td>24</td>
<td>18</td>
<td>75 %</td>
<td>23</td>
<td>20</td>
<td>87 %</td>
<td>23</td>
<td>12</td>
<td>52 %</td>
</tr>
<tr class="odd">
<td><strong>Quincy</strong></td>
<td>12</td>
<td>11</td>
<td>92 %</td>
<td>10</td>
<td>10</td>
<td>100 %</td>
<td>9</td>
<td>9</td>
<td>100 %</td>
</tr>
<tr class="even">
<td><strong>Total</strong></td>
<td><strong>157</strong></td>
<td><strong>133</strong></td>
<td><strong>85 %</strong></td>
<td><strong>134</strong></td>
<td><strong>114</strong></td>
<td><strong>85 %</strong></td>
<td><strong>137</strong></td>
<td><strong>80</strong></td>
<td><strong>58 %</strong></td>
</tr>
</tbody>
</table>

**Kneelers.** During the pullout observations, kneelers were functional
85% of the time on average, ranging form 80% at Charlestown/Bennett to
100% at Quincy.

Drivers appeared to be less familiar with the buses' kneeler operation
and, in several cases, the assessment team member had to remind the
driver to reset the doors before activating the kneelers. When queried,
drivers said they were supposed to kneel the bus if requested. When
asked about using the kneeler, one driver said, "I never use it -- no
one on my route needs it." During the review team's assessment of stop
announcements, kneelers were not observed to be used by any drivers.

The review team observed that activation of most kneelers was connected
to the buses' air horns, which are extremely loud when activated. (A few
kneelers were silent or appeared to trigger a softer tone, more like a
back-up indicator.) When asked about the noise level, some drivers
stated that they had been yelled at when activating the kneeler in a
neighborhood or had attracted a lot of attention when the air horn
sounded. "Everyone on the bus is trying to figure out where the truck is
that is honking at us." Another noted the noise also draws unnecessary
attention the passenger who is boarding using the kneeling feature.

###  {#section-7 .unnumbered}

**Public Address System.** During the pullout observations, the PA
systems were functional 58% of the time on average, ranging form 27% at
Charlestown/Bennett to 100% at Quincy.

Almost all of the drivers had to be prompted to test the PA system. Some
did not appear to know how it worked or complained that the pedal was
hard to reach and they could not use it safely when driving. (The pedal
is located to toward the back and next to the seat control.) One driver
said she accidentally hit the seat control pedal instead of the PA pedal
and then could not reach the brake pedal because her seat went up too
high.

Drivers reported two other problems with the PA systems: one related to
vandalism/cleanliness and the other related to general disrepair. One
driver used a cloth to wipe off the microphone before testing it and
said she never used the PA because the microphones were too dirty. The
generally poor condition of the PA systems likely contributes to the
lack of audible stop announcements described in Part I of this report.

**Maintenance Practices**

After observing morning pullouts, the assessment team met with Pullout
Supervisors and Maintenance Superintendents/Managers to review their
record keeping and maintenance procedures. The review included an
analysis of maintenance records with the intent of tracking how defects
are reported and repaired through the maintenance system. The MBTA uses
a centralized Vehicle Maintenance Reporting System, which can provide
various reports including Component Activity Reports, Vehicle History
Reports, Vehicle Availability Reports (road calls), and so on. In
addition, the team met with the Superintendent of Training --
Maintenance to discuss training issues and the "Failures in-service
Daily Log" and related documentation.

Besides the obvious problems associated with the age of the fleet and
the defective lifts, reporting practices appear to hamper lift
maintenance and reliability. To quantify the issue, the review team
attempted to track repairs from the point at which they were reported
(either on Vehicle Condition Reports, as road calls, or by the shop) to
completion of the actual repair. While repairs could be tracked in some
cases, the complexity of the reporting system and the mix of paper
reports and logs with computerized records proved difficult to navigate,
particularly given the number of garages and variations in reporting
practices.

The results of these interviews and data reviews are discussed below.

**Driver Reporting.** Drivers are required to complete a pre-trip
inspection using the Vehicle Condition Report forms to report a variety
of possible vehicle defects, including broken lifts, kneelers, and PA
systems. The forms are turned into the Pullout Supervisors upon exiting
the yard or garage. The Pullout Supervisors use these reports to
complete a daily log of wheelchair lift defects, which is then provided
to maintenance. Buses that have defective lifts are supposed to be
pulled from service, and replaced with a bus with a functioning lift.
According to the Pullout Supervisors, if a bus with a functioning lift
is not available, a bus without a lift or with a broken lift will be
sent out on a route that is not designated as being lift-equipped.
According to maintenance personnel, some Pullout Supervisors are
diligent in their requirement for drivers to cycle lifts daily, yet at
some garages maintenance personnel said they have observed Pullout
Supervisors who do not always enforce this requirement. As a result,
sometimes maintenance personnel are not aware that a lift is defective
because it is not noted on the Vehicle Condition Report.

The assessment team reviewed the Vehicle Condition Reports turned in for
pullout at the five garages, as well as a sample of reports turned in
for the previous two months, as available. In addition to reviewing the
Vehicle Condition Report, the assessment team analyzed maintenance
records (such as Component Activity Reports and Vehicle Histories) for
vehicles with lift repairs recorded during that review period. The
purpose of this review was to gauge whether it appeared the Vehicle
Condition Reports were being used on a consistent basis to report lift,
kneeler, and PA system defects, and to determine whether defects were
being repaired in a timely way.

At most garages, it appeared the Vehicle Condition reports were being
filled out and turned in to the Pullout Supervisors, although this was
not the case for all garages. No apparent problems were observed at
either Bartlett or Quincy Garages.

At Cabot Garage, it appeared that drivers were not consistently noting
defects on the Vehicle Condition Reports. For example, the Component
Activity Report for the period May 16-22, 2000 was reviewed and compared
to the drivers' Vehicle Condition Reports. In at least 10 cases, there
were no lift defects noted on the reports, yet lift repairs were made on
those same buses during that period (#0325, #0153, #0133, #0284, #0106,
#0113, #8630, #8001, #0119, #8638). Although it is possible that the
lifts were functional during pullout; it is nearly impossible to track
whether that was true in any or all of these cases. Further, at Cabot,
it was observed that sometimes a handwritten note is simply attached to
the windshield of a bus with a defective lift and not entered on the
driver's Vehicle Condition Report, making it difficult to track the
reporting procedures and outcomes.

In the case of Charlestown/Bennett Garage, the day the assessment team
observed pullout, there were 26 lift defects reported by drivers.
However, a review of records from the previous two months showed an
average of 4 to 5 lift defects reported by drivers per day. This
difference between the day the assessment team observed pullout and what
has been recorded by drivers in the previous two months, suggests that
drivers were either not cycling lifts during pullout or not using the
forms to report defects they did observe. In either case, it appears
vehicles may be used in service with defective lifts. This practice can
result in excessive road calls or passengers being passed up by drivers
with inoperable lifts.

At Lynn Garage, a different situation appears to be present. A
comparison of Vehicle Condition Reports and Component Activity Reports
for the period July 1-17, 2000, suggest that drivers appeared to be
reporting defects, yet in 17 cases lift defects were reported several
days in a row and not repaired (#8462, #8485, #8491, #8497, #8833,
#8486, #8841, #8844, #8846, #8848, #8852, #8855, #8865, #8866, #8870,
#8871, #8876). Also, during the observation of pullout, the reviewer
noted that bus #8844, #8853, and #8865 had the yellow "defective lift"
stickers affixed to the dashboard, described above.

During on-site observations at Quincy Garage, buses with defective lifts
were identified during pre-trip inspection and returned to maintenance
personnel. Vehicle Condition Reports were not completed for these
vehicles. If a minor repair was required it was made and the vehicle was
returned to service with no record of a defect. This is the case in
instances that the time required to complete a report would equal or
exceed the time required for the repair. If a repair required
significant effort, the repair is recorded in the maintenance log.
According to transportation supervisors, maintenance personnel, and
drivers, there is rarely a need to place a bus with a defective lift in
service. As a result of these practices, Vehicle Condition Reports at
the Quincy Garage do not identify lift failures. This was substantiated
by a review of vehicle condition reports and maintenance logs for a
period of several months.

**Failure In-service Reports.** The team also reviewed the Failure
In-service Daily Log and the Failure In-service Incident Detail Report
to ascertain the number and types of lift-related failures reported
while vehicles were in service. The team also interviewed the Supervisor
of Training -- Maintenance to better understand how drivers and
maintenance might be better trained to deal with lift reliability and
maintenance issues.

The team reviewed the 242 in-service repairs (road calls) reported from
April 1-June 30, 2000. During that three-month period, 183 different
buses had defective lifts resulting in in-service failures, almost a
quarter of all the accessible buses in the fleet. Nine buses had three
or more in-service failures during the period, accounting for 33 (14%)
of the road calls. Although time did not permit a detailed analysis of
the in-service failures, the Supervisor of Training -- Maintenance
echoed the comments made by other maintenance personnel that additional
driver training would be helpful both to ensure pre-trip inspections are
being properly performed and to help drivers learn how to troubleshoot
lift failures that occur while in service. He said it also points to the
need to increase the frequency of lift inspections so that maintenance
can identify and correct problems with lifts before they turn into
costly in-service failures.

######### Findings and Recommendations {#findings-and-recommendations-1 .unnumbered}

######### Findings: {#findings-1 .unnumbered}

1.  The age of the MBTA fleet appears to be a significant contributor to
    availability of buses for daily service with functioning lifts. This
    problem appears to be exacerbated by two lift design problems.
    First, some lifts on older buses are no longer being manufactured
    making it difficult to find replacement parts or requiring the MBTA
    to make its own parts. Second, 400 of the MBTA's lifts were found to
    be defective in a lawsuit settled with the manufacturer two years
    ago. Since then, the MBTA has been in the process of replacing these
    lifts. According to MBTA management, the vehicle replacement program
    has been delayed by a transition from the current diesel powered
    fleet to a Compressed Natural Gas powered Fleet.

2.  Overall, 77% of the buses and trackless trolleys used to provide
    fixed route service are lift equipped. Yet, it appears that the MBTA
    has been conservative in its designation of lift-equipped routes.
    Only about a third of the routes are designated as being wheelchair
    accessible or partially accessible. The remaining routes are
    accessible on an on-call basis. The limited designation of
    lift-equipped routes may be in response to the unreliability of
    lifts in normal operation, hampering the MBTA's ability to guarantee
    lift-equipped service.

3.  Overall, 85% of the lifts observed during pullout were functioning.
    Most drivers appeared to be comfortable with basic lift operation
    and all drivers had keys needed to open the lift control boxes. Few
    drivers checked securements as part of the pre-trip inspection.

4.  Overall, 85% of kneelers observed during pullout also were
    functioning. Drivers were not always familiar with operating the
    kneeling feature and few appeared to routinely cycle the kneeler as
    part of the pre-trip inspection.

5.  Overall, 58% of public address systems observed during pullout were
    functioning. As described in Part I of this review, drivers rarely
    use the PA when making stop announcements. Inoperable PA's may
    contribute to their limited use.

6.  The MBTA has instituted a regular process of pre-trip inspections,
    preventive maintenance checks, and lift inspections as required by
    49 CFR §37.163. However, lift failures, either during pullout
    inspections or in-service, are not reported and recorded in a
    consistent fashion in MBTA maintenance records.

7.  Lifts do not appear to be cycled during pullout all of the time at
    all of the MBTA garages.

8.  From April through June 2000, there were 242 in-service lift
    failures, many of which appear to have been simple repairs that
    might have been avoided by better pre-trip inspections and/or driver
    training.

9.  During pullout, fuses for lifts and kneelers were sometimes found to
    be missing. According to maintenance personnel, drivers and/or
    mechanics may be removing them for use elsewhere, resulting in lifts
    that have no power and are inoperable.

10. The pilot program at Charlestown/Bennett Garage in which the Yard
    Supervisor troubleshoots and repairs minor lift (and other) problems
    during pullout appears to increase the number of buses with
    operating lifts that are available for service.

11. Although maintenance personnel appear to work diligently to repair
    malfunctioning lifts, it appears the effort is not enough to keep
    pace with maintenance needs and does not always result in timely
    lift repairs.

12. Inoperable lifts on buses used in service at Lynn Garage do not
    appear to be repaired within five days.

13. The use of the general cleaning code "Z10" in the maintenance
    reporting system makes it difficult to track specific lift
    maintenance failures and repairs.

14. Drivers appear to avoid the use of kneelers.

15. The loudness of air horns that are activated by deployment of
    kneelers may discourage the use of kneelers.

16. The MBTA has developed a driver-training program that addresses lift
    operations; however, it was suggested by a number of supervisors and
    mechanics that lift availability might increase if drivers better
    understood how to troubleshoot minor lift malfunctions.

17. Between July 1999 and June 2000, the MBTA logged 91 passenger
    complaints relating to lift problems. The complaints covered all
    routes based out of all garages, although some routes and some
    garages (e.g., Lynn) had a disproportionate share of lift
    complaints.

18. Several passengers commented that they did not feel comfortable or
    welcome on MBTA fixed route buses and felt that many passengers with
    disabilities would rather use The RIDE (ADA Complementary
    Paratransit) instead. One person said the public is partly to blame
    for making people with disabilities feel unwelcome on fixed route
    buses.

19. Drivers reportedly pass people using wheelchairs who are waiting for
    buses on routes designated as wheelchair accessible.

20. Reportedly, not all drivers carry keys required to deploy wheel
    chair lifts thereby rendering the lift unusable. However, during the
    lift review, all drivers were observed to have keys.

21. Drivers do not appear to consistently report lift failures while in
    service as required by 49 CFR ss 37.163 (c).

22. It appears that when buses are operating with an inoperative lift,
    the MBTA does not always promptly provide alternative transportation
    to people who are unable to use fixed route buses without operable
    lifts.

######### Recommendations: {#recommendations .unnumbered}

1.  The MBTA should explore ways of accelerating its vehicle replacement
    schedule to reduce lift (and other) reliability problems associated
    with its aging fleet.

2.  The MBTA should review its designation of lift-equipped bus routes
    in an effort to increase the number of wheelchair accessible routes
    and increase service access for riders with disabilities.

3.  Replacement of the defective NOVA lifts should be given high
    priority so that more buses equipped with operating lifts will be
    available for passenger service.

4.  The MBTA should increase its focus on preventive maintenance for
    lifts and institute more frequent full inspections to address lift
    issues before they become in-service repairs. This effort may
    require additional maintenance personnel as that area may be
    understaffed.

5.  Inoperable lifts should be repaired within three days from the day
    they are identified as inoperable or they should be removed from
    service in accordance with 49 CFR ss 37.163(e).

6.  The requirement to cycle lifts during the pre-trip inspection should
    be reinforced and additional attention paid to the reporting
    procedure for defective lifts discovered during pullout.

7.  If successful, the Charlestown/Bennett pilot project should be
    expanded to all garages so that minor repairs may be made to
    equipment during pre-trip inspections, particularly ensuring that
    buses leave the garage with functioning lifts, kneelers, and PA
    systems. This MBTA initiative appears to have the potential to
    increase the number of in-service buses with functioning lifts at
    relatively low cost.

8.  A procedure for reporting defective lifts discovered during pullout,
    which is consistent from garage to garage, should be established and
    enforced.

9.  The maintenance reporting system should be reviewed and mechanics
    should be instructed to more carefully code lift repair work (rather
    than using the "Z10" code for general cleaning).

10. The MBTA should reduce the noise level of the air horn when kneelers
    are activated.

11. Public address systems should be repaired so that they may be used
    for stop announcements.

12. Maintenance personnel should be involved with driver retraining to
    ensure that drivers are instructed in troubleshooting lifts and are
    better able to make minor repairs and operate lifts while
    in-service.

13. Drivers should be retrained in the use of kneelers and instructed to
    offer to kneel the bus rather than waiting for passengers to request
    them to kneel the bus.

14. Drivers should receive additional training in passenger assistance
    and should receive additional sensitivity training so that people
    with disabilities feel welcome while using the transit system.

15. Driver training should make clear the drivers responsibility to
    carry a key for the lifts, and reinforce the drivers responsibility
    to promptly report lift failures to appropriate supervisory
    personnel.

16. It is recommended that the MBTA review its procedures for providing
    alternative transportation to lift users when buses are operating
    with inoperative lifts in accordance with 49 CFR ss 37.163 (f).

    II.4 Observation of Elevator Reliability & Maintenance

The U. S. Department of Transportation (USDOT) regulations implementing
the Americans with Disabilities Act of 1990 (ADA) contain requirements
that are meant to assist persons with disabilities to use fixed route
transportation services. Specifically, §37.161 Maintenance of Accessible
Features: General states:

\(a\) Public and private entities providing transportation services
shall maintain in operative condition those features of facilities and
vehicles that are required to make the vehicles and facilities readily
accessible to and usable by individuals with disabilities. These
features include, but are not limited to, lifts and other means of
access to vehicles, securement devices, elevators, signage and systems
to facilitate communications with persons with impaired vision or
hearing.

> *(b) Accessibility features shall be repaired promptly if they are
> damaged or out of order. When an accessibility feature is out of
> order, the entity shall take reasonable steps to accommodate
> individuals with disabilities who would otherwise use the feature.*
>
> *(c) This section does not prohibit isolated or temporary
> interruptions in service or access due to maintenance or repairs.*

Policies and Procedures Relating to Elevator Reliability & Maintenance

### Rapid Transit Stations  {#rapid-transit-stations .unnumbered}

Many of the MBTA's rapid transit stations are accessible to persons
using wheelchairs, either using ramps or elevators. A review of elevator
reliability and maintenance is included in this assessment because the
ability of passengers using wheelchairs and other mobility aids to
access the rapid transit and light rail system is directly affected by
whether the elevators are in good working condition.

According to the MBTA Elevator Operations Chief, elevators are tested
each morning by a transit line inspector or other station official. If
an elevator is not working, it is reported to the MBTA Message Control
Center at 45 High Street in Boston.

During the day, anyone can obtain information on out-of-service
elevators by calling the Elevator Updates Line at 617-222-2828. The
number is supposed to be posted at each elevator. The recorded message
instructs passengers to report out-of-service elevators or escalators to
a station official or the collector. As soon as a broken elevator is
reported, a message is sent to the elevator repair contractor. A
five-year contract for repair and maintenance of elevators and
escalators was executed in December 1999. The contractor has 24 hours to
complete repairs to elevators and 72 hours to repair escalators from the
time the contractor is notified. If an elevator is not working within 24
hours, the contractor is assessed a penalty of \$500 for each day it
remains broken. Similarly, if escalator repairs are not complete within
72 hours, a \$500 per day penalty is assessed.[^1]

### Green Line Access {#green-line-access .unnumbered}

Currently wheelchair access to Green Line light rail vehicles (LRVs) is
provided at approximately 16 of its key stations by either one of two
methods.

1.  Some stations are equipped with mini-high platforms. Mini-high
    platforms are long enough for the LRV operator to stop one LRV door
    adjacent to the platform. The platform elevation is the same of that
    as the LRV floor. Passenger access to the platform from ground level
    is via a ramp. The LRV operator manually places a plate to span the
    distance over the stairwell from the mini-high platform to the LRV
    floor.

2.  Some stations are equipped with a mobile wayside lift. The LRV
    operator or other MBTA official moves the lift, which is stored on
    the station platform, into position near the LRV door. The
    wheelchair user boards the lift and the MBTA official manually
    cranks it up to the height of the LRV floor. The lift is positioned
    at the door and a bridge plate on the lift is folded down to span
    the gap from the lift to the vehicle floor.

The MBTA currently is implementing a program to provide level entry to
LRV vehicles via low floor vehicles at 27 of its key stations. The MBTA
is purchasing 100 low floor vehicles, 10 to 14 of which have been
delivered. These cars will be coupled with the existing fleet to provide
at least one low floor car per train (most trains are one- or two-car).
To provide level entry, station platforms at the 27 stations will be
raised. A wheelchair user will gain access to the low floor cars by
pressing a button near the door either on the inside or outside of the
LRV. The button will signal the driver that a wheelchair user wishes to
board/exit the vehicle. The operator will then deploy an automated
bridge plate to span the gap from the LRV floor to the platform. The
MBTA anticipates delivery of the remaining low floor LRVs by the end of
2001.

**Rider Experiences and Observations**

FTA did receive one complaint related to an elevator that was out of
service during the midday. As a result, the passenger had to travel back
two stations and her paratransit vehicle had to be re-routed, causing
considerable delays. Upon investigation, it appears the elevator was out
of service for about three hours and the repair was made in accordance
with contractual requirements.

Six individuals and agency representatives were interviewed about their
experiences with wheelchair lifts and elevator service. Several people
expressed concern over the cleanliness and reliability of the elevators.
Elevators often are dirty and used as toilets by "homeless persons" and
"young children." One official from the City of Boston indicated that
the city is installing portable public restrooms throughout the city and
it is hoped that they will be used instead of the MBTA elevators.

Customers indicated the Elevator Update Line (222-2828) is helpful, but
not always up to date. Further, transit personnel do not always announce
when elevators are out of service at a particular station, so the
passenger does not find out the elevator is broken until after they
disembark at the station. One person who regularly rides the MBTA Orange
Line said the elevators at Back Bay Station are out of service about 40%
of the time.

One person commented on the poor signage directing passengers to the
elevators and the poor labeling of buttons. "Sometimes you can't find
the elevator," she said. Some buttons are labeled "P" and "M" for
platform and mezzanine. Others are labeled "P" and "U" for platform and
up. Still others are labeled "P" and "L" for platform and lobby. She
also said the buttons are too high and are difficult to reach at the
Central Square elevator in Cambridge. Additionally, elevators at Park
Street, South Station, Porter Square, North Station, and Davis are often
out of service. She cited an example when a Park Street elevator was out
of service for four days without being reported. The North Station
elevator is sometimes out of service for weeks at a time. She said she
suspects the station attendants are not following the procedure that
requires them to check all elevators each morning to ensure they are
functioning properly. She also commented that the elevator at the Quincy
station does not always go down when requested.

**Assessment Team Observations**

As described earlier in this report, the MBTA has an extensive rapid
transit and subway network. Of the 22 Red Line stations, 17 currently
are wheelchair accessible either using elevators or ramps. Of the 19
Orange Line stations, 14 are wheelchair accessible. One station --
Chinatown -- is accessible in one direction only. The Blue Line has 12
stations, half of which are accessible to persons using wheelchairs. The
State station is accessible between the Blue and Orange lines, but not
between the subway and street levels.

The assessment team was primarily concerned with whether elevators were
functional and reasonably clean. The team also looked for signage
directing passengers to the elevators and signage within the elevators
and the availability of customer information regarding broken elevators.

As part of the review, the assessment team observed the condition of a
sample of elevators at 31 stations on the Red and Orange rapid transit
lines. Most observations were made between July 13 and 17, although a
few were made as early as June 29. Overall, the assessment team found
the elevators to be in good condition, ranging from fair to excellent.
Table II-4 indicates the condition of the elevators observed during the
on-site visit.

##### Table II-4. Observations of Elevator Conditions {#table-ii-4.-observations-of-elevator-conditions .unnumbered}

+-----+--------------+-------+-------------+----------------+--------+
| *   | **Station**  | **    | **El        | *              | **Elev |
| *Ra |              | Has** | evator(s)** | *Elevator(s)** | ator** |
| pid |              |       |             |                |        |
| T   |              | **E   | *           | **Condition?** | **Sign |
| ran |              | levat | *Working?** |                | age?** |
| sit |              | or?** |             |                |        |
| Lin |              |       |             |                |        |
| e** |              |       |             |                |        |
+-----+--------------+-------+-------------+----------------+--------+
| Ora | Forest Hills | Yes   | Yes         | Excellent      | Yes    |
| nge |              |       |             |                |        |
+-----+--------------+-------+-------------+----------------+--------+
| Ora | Green Street | Yes   | Yes         | Excellent      | No     |
| nge |              |       |             |                |        |
+-----+--------------+-------+-------------+----------------+--------+
| Ora | Stony Brook  | Yes   | Yes         | Good           | No     |
| nge |              |       |             |                |        |
+-----+--------------+-------+-------------+----------------+--------+
| Ora | Jackson      | Yes   | Yes         | Good           | No     |
| nge | Square       |       |             |                |        |
+-----+--------------+-------+-------------+----------------+--------+
| Ora | Roxbury      | Yes   | Yes         | Good           | No     |
| nge | Crossing     |       |             |                |        |
+-----+--------------+-------+-------------+----------------+--------+
| Ora | Ruggles      | Yes   | Yes         | Good           | Yes    |
| nge |              |       |             |                |        |
+-----+--------------+-------+-------------+----------------+--------+
| Ora | Mass. Ave.   | Yes   | Yes         | Good           | No     |
| nge |              |       |             |                |        |
+-----+--------------+-------+-------------+----------------+--------+
| Ora | Back Bay     | Yes   | Yes         | Good           | Yes    |
| nge |              |       |             |                |        |
+-----+--------------+-------+-------------+----------------+--------+
| Ora | New Eng.     | Yes   | Yes         | Good           | No     |
| nge | Med. Center  |       |             |                |        |
+-----+--------------+-------+-------------+----------------+--------+
| Ora | Chinatown    | Yes   | Yes         | Good           | Yes    |
| nge |              |       |             |                |        |
+-----+--------------+-------+-------------+----------------+--------+
| Ora | Downtown     | Yes   | Yes         | Good           | Yes    |
| nge | Crossing     |       |             |                |        |
+-----+--------------+-------+-------------+----------------+--------+
| Ora | State Street | Yes   | Yes(1),     | Good(1),       | Yes    |
| nge |              |       | Yes(2)\*    | Good(2)\*      |        |
+-----+--------------+-------+-------------+----------------+--------+
| Ora | Haymarket    | No    | N/A.        | N/A.           | N/A.   |
| nge |              |       |             |                |        |
+-----+--------------+-------+-------------+----------------+--------+
| Ora | North        | No    | Under       | N/A.           | N/A.   |
| nge | Station      |       | co          |                |        |
|     |              |       | nstruction. |                |        |
+-----+--------------+-------+-------------+----------------+--------+
| Ora | Community    | No    | N/A.        | N/A.           | N/A.   |
| nge | College      |       |             |                |        |
+-----+--------------+-------+-------------+----------------+--------+
| Ora | Sullivan     | Yes   | Yes(1),(2)  | Good(1),(2)    | Yes    |
| nge | Square       |       |             |                |        |
+-----+--------------+-------+-------------+----------------+--------+
| Ora | Wellington   | Yes   | Yes(1),(2)  | Good(1),(2)    | Yes    |
| nge |              |       |             |                |        |
+-----+--------------+-------+-------------+----------------+--------+
| Ora | Malden       | No    | N/A.        | N/A.           | N/A.   |
| nge |              |       |             |                |        |
+-----+--------------+-------+-------------+----------------+--------+
| Ora | Oak Grove    | Yes   | Yes         | Good           | Yes    |
| nge |              |       |             |                |        |
+-----+--------------+-------+-------------+----------------+--------+
| Red | Ashmont      | No    | No          |                |        |
|     |              |       | elevators.  |                |        |
|     |              |       | Street      |                |        |
|     |              |       | level       |                |        |
|     |              |       | station     |                |        |
+-----+--------------+-------+-------------+----------------+--------+
| Red | J.F.K./UMass | Yes   | Yes         | Good           | Yes    |
+-----+--------------+-------+-------------+----------------+--------+
| Red | Andrew       | Yes   | Yes         | Good           | Yes    |
+-----+--------------+-------+-------------+----------------+--------+
| Red | Broadway     | Yes   | Yes(1),     | Excellent      | Yes    |
|     |              |       | No(2)       |                |        |
+-----+--------------+-------+-------------+----------------+--------+
| *   | **Station**  | **    | **El        | *              | **Elev |
| *Ra |              | Has** | evator(s)** | *Elevator(s)** | ator** |
| pid |              |       |             |                |        |
| T   |              | **E   | *           | **Condition?** | **Sign |
| ran |              | levat | *Working?** |                | age?** |
| sit |              | or?** |             |                |        |
| Lin |              |       |             |                |        |
| e** |              |       |             |                |        |
+-----+--------------+-------+-------------+----------------+--------+
| Red | Downtown     | Yes   | Yes         | Good(1),(2),   | Yes    |
|     | Crossing     |       | (1),(2),(3) | Excellent(3)   |        |
+-----+--------------+-------+-------------+----------------+--------+
| Red | Park Street  | Yes   | Yes(1),(2)  | Good(1),(2)    | Yes    |
+-----+--------------+-------+-------------+----------------+--------+
| Red | Kendall/MIT  | Yes   | Yes(1),(2)  | Ex             | Yes    |
|     |              |       |             | cellent(1),(2) |        |
+-----+--------------+-------+-------------+----------------+--------+
| Red | Central      | Yes   | Yes(1),(2)  | Ex             | Yes    |
|     | Square       |       |             | cellent(1),(2) |        |
+-----+--------------+-------+-------------+----------------+--------+
| Red | Harvard      | Yes   | Yes         | Good           | Yes    |
|     | Square       |       |             |                |        |
+-----+--------------+-------+-------------+----------------+--------+
| Red | Porter       | Yes   | Yes(1),(2)  | Ex             | Yes    |
|     | Square       |       |             | cellent(1),(2) |        |
+-----+--------------+-------+-------------+----------------+--------+
| Red | Davis Square | Yes   | Yes(1),(2)  | Excellent(1),  | Yes    |
|     |              |       |             | Good(2)        |        |
+-----+--------------+-------+-------------+----------------+--------+
| Red | Alewife      | Yes   | Yes         | Excellent      | Yes    |
+-----+--------------+-------+-------------+----------------+--------+
| \   |              |       |             |                |        |
| *El |              |       |             |                |        |
| eva |              |       |             |                |        |
| tor |              |       |             |                |        |
| o   |              |       |             |                |        |
| nly |              |       |             |                |        |
| b   |              |       |             |                |        |
| etw |              |       |             |                |        |
| een |              |       |             |                |        |
| Ora |              |       |             |                |        |
| nge |              |       |             |                |        |
| L   |              |       |             |                |        |
| ine |              |       |             |                |        |
| I   |              |       |             |                |        |
| nbo |              |       |             |                |        |
| und |              |       |             |                |        |
| and |              |       |             |                |        |
| B   |              |       |             |                |        |
| lue |              |       |             |                |        |
| L   |              |       |             |                |        |
| ine |              |       |             |                |        |
| Out |              |       |             |                |        |
| bou |              |       |             |                |        |
| nd. |              |       |             |                |        |
| No  |              |       |             |                |        |
| el  |              |       |             |                |        |
| eva |              |       |             |                |        |
| tor |              |       |             |                |        |
| to  |              |       |             |                |        |
| the |              |       |             |                |        |
| s   |              |       |             |                |        |
| tre |              |       |             |                |        |
| et. |              |       |             |                |        |
+-----+--------------+-------+-------------+----------------+--------+

On July 14, during the review, one elevator was out of service at
Broadway Station on the Red Line. The reviewer called the Elevator
Update Line at 3:20 p.m. and found that the elevator outage was not
listed. The reviewer contacted the station attendant, who said the
elevator had been reported and had been broken less than an hour. When
the reviewer rechecked the recorded message at 5:25 p.m., the elevator
was listed as being out of service. This is within the MBTA's required
reporting time for elevator outages.

Although most of the elevators were functioning, the reviewers did
notice problems with signage -- either missing signs or signage that was
difficult to read. For example:

-   At Alewife Station on the Red Line, the buttons inside the elevator
    are labeled as "1" or "2" in one instance and "M" and "P" in another
    case.

-   At Davis Station on the Red Line, the wrong assistance number is
    listed on the elevator (451-0027), that number is no longer used.

-   At Harvard Station on the Red Line, the elevator call button and
    assistance buttons are adjacent to one another, but not labeled. The
    assistance button is on the top and the elevator call button is
    below, which means passengers may accidentally call for assistance
    instead of calling for the elevator.

-   At Kendall Station on the Red Line, the marking for the outbound
    elevator is confusing. Instead of an arrow pointing to the right,
    the arrow should point up to indicate where to access the elevator.

-   At Park Street Station on the Red Line, the elevator from the street
    has buttons that are difficult to see -- gray on gray.

-   At Downtown Crossing Station, the elevator between the Orange and
    Red lines is not well marked.

-   At Broadway Station on the Red Line, the elevator from the mezzanine
    to the street level is difficult to find.

-   At South Station, there are several level changes, each requiring a
    separate elevator ride. In one case, the button is labeled "P" for
    the platform. Another label between platform levels was "1" or "2."
    The reviewer noted several people trying to figure out what level
    they were on and which button to push.

-   At State Street Station on the Orange Line, the elevator passageway
    is dimly lit.

-   The elevator at Downtown Crossing that is used to get to the street
    exits at 101 Arch Street, an office building. You have to pass
    through heavy glass doors to use the elevator.

-   There were no signs directing people to elevators at Green Street,
    Stony Brook, and Jackson Square or Roxbury Crossing stations on the
    Orange Line.

The assessment team also reviewed the MBTA's "Engineering and
Maintenance Incidents Opened by Date Report" for June 1-30, 2000. The
report lists service calls and indicates the dates, times, and actions
taken to repair the problem. The report shows there were 139 incidents
related to elevators during the period, for an average of 4.6 calls per
day. Six of those repairs exceeded the 24-hours allowed by the contract
(one took 10 days to repair). Excluding the six that were outside the
24-hour window, the average repair time was between 6 and 7 hours.

***Findings and Recommendations***

***Findings:***

1.  The elevators observed during this review were in good working
    condition and were relatively clean.

2.  The Elevator Update Line appears to be used and is updated
    regularly, as needed.

3.  According to passengers, rapid transit personnel do not consistently
    announce elevator outages on board the trains, so passengers may not
    be aware that an elevator is out until they disembark at their
    station.

4.  Elevator-related signage is inconsistent and difficult to read in
    many instances. Both signs identifying elevator locations and signs
    within the elevator unit are confusing or missing.

5.  The elevator maintenance contract appears to address the issue of
    timely repairs related to elevator reliability by requiring that
    elevators be repaired within 24 hours and that escalators be
    repaired within 72 hours.

######### Recommendations: {#recommendations-1 .unnumbered}

1.  The Elevator Update Line should indicate what time the current
    update was recorded.

2.  The MBTA should be more diligent about announcing elevator outages
    to passengers on board the rapid transit vehicles so that
    contingency plans and rerouting may occur prior to disembarking at a
    station with a broken elevator.

3.  The MBTA should review its elevator signage and update it to make
    the elevators easy to find. Elevator buttons should be relabeled to
    more clearly and consistently identify where the elevator is going.
    For example, instead of using "P," the button could be labeled
    "platform."

# Attachment A {#attachment-a .unnumbered}

#######  {#section-8 .unnumbered}

####### MBTA On-site Assessment Schedule  {#mbta-on-site-assessment-schedule .unnumbered}

####### and  {#and .unnumbered}

####### Exit Conference Materials {#exit-conference-materials .unnumbered}

####### Attachment B {#attachment-b .unnumbered}

**Excerpts from MBTA Bus Operations:**

***Customer Relations Manual***

**and**

**Related Materials**

**Attachment C**

####### Sample Stop Announcement Lists {#sample-stop-announcement-lists .unnumbered}

####### and  {#and-1 .unnumbered}

####### Route Schedules/Maps  {#route-schedulesmaps .unnumbered}

####### Attachment D {#attachment-d .unnumbered}

**Bus Stop Announcement Monitoring Program**

**Attachment E**

#######  {#section-9 .unnumbered}

####### Assessment Review Forms {#assessment-review-forms .unnumbered}

**Attachment F**

#######  {#section-10 .unnumbered}

####### Lift Bus  {#lift-bus .unnumbered}

####### Service &Fleet Distribution Information {#service-fleet-distribution-information .unnumbered}

####### Attachment G {#attachment-g .unnumbered}

####### Sample Maintenance Forms & Reports {#sample-maintenance-forms-reports .unnumbered}

####### Attachment H {#attachment-h .unnumbered}

####### Excerpts from MBTA Bus Operations: *Vehicle Operations Manual* and Related Materials {#excerpts-from-mbta-bus-operations-vehicle-operations-manual-and-related-materials .unnumbered}

####### Attachment I {#attachment-i .unnumbered}

####### Correspondence from MBTA: April 2, 2001 {#correspondence-from-mbta-april-2-2001 .unnumbered}

[^1]: These provisions do not apply to new equipment, still under
    warranty, usually for one year. The installer is required to repair
    new equipment, but no time deadlines or penalties are applied.