Kansas City Area Transportation Authority

(KCATA)

**Kansas City, Missouri**

[]{.mark}

[]{.mark}

**January 16-19, 2007**

***Summary of Observations***

[]{.mark}

**Review of Route Identification**

**and**

###### Stop Announcements {#stop-announcements .unnumbered}

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[]{.mark}

[]{.mark}

**Prepared for**

**Federal Transit Administration**

**Office of Civil Rights**

**Washington, DC**

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[]{.mark}

**Prepared by**

**Planners Collaborative, Inc.**

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####### []{.mark} {#section .unnumbered}

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####### July 30, 2007 {#july-30-2007 .unnumbered}

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CONTENTS

[]{.mark}

[[1. Introduction 1]{.smallcaps}](#introduction)

[1.1 Overview of the Review 1](#overview-of-the-review)

[1.2 Overview of KCATA 3](#overview-of-kcata)

[1.3 Consumer Input 4](#consumer-input)

[2. Summary of Findings 6](#summary-of-findings)

[2.1 Findings Regarding Stop Announcement and Route Identification
Requirements
6](#findings-regarding-stop-announcement-and-route-identification-requirements)

[2.2 Findings Regarding Stop Announcements
7](#findings-regarding-stop-announcements)

[2.3 Findings Regarding Route Identification
8](#findings-regarding-route-identification)

[3. Stop Announcement and Route Identification Compliance Efforts
9](#stop-announcement-and-route-identification-compliance-efforts)

[3.1 Policies and Procedures 9](#policies-and-procedures)

[3.2 Operator Training 11](#operator-training)

[3.3 Monitoring Procedures 12](#monitoring-procedures)

[3.4 Operator Discipline 14](#operator-discipline)

[3.5 Automated Stop Announcement and Route Identification
15](#automated-stop-announcement-and-route-identification)

[3.6 Findings 18](#findings)

[3.7 Recommendations 19](#recommendations)

[4. On-Board Stop Announcement Performance
20](#on-board-stop-announcement-performance)

[4.1 Regulatory Requirements 20](#regulatory-requirements)

[4.2 Consumer Comments 20](#consumer-comments)

[4.3 Bus Operator Interviews 21](#bus-operator-interviews)

[4.4 Review Team Observations 22](#review-team-observations)

[4.5 Selection of Stops to be Announced
25](#selection-of-stops-to-be-announced)

[4.6 Findings 29](#findings-1)

[4.7 Recommendations 30](#recommendations-1)

[5. Vehicle/Route Identification Performance
32](#vehicleroute-identification-performance)

[5.1 Regulatory Requirements 32](#regulatory-requirements-1)

[5.2 Consumer Comments 32](#consumer-comments-1)

[5.3 Bus Operator Interviews 32](#bus-operator-interviews-1)

[5.4 Review Team Observations 33](#review-team-observations-1)

[5.5 Findings 34](#findings-2)

[5.6 Recommendations 34](#recommendations-2)

[]{.mark}

*Attachment A* On-Site Review Schedule

*Attachment B* KCATA Response to Draft Report

*Attachment C* KCATA Instructor -- Observation or Ride Report of Driving
Practices

*Attachment D* Service Evaluation Form

*Attachment E* Operators Vehicle Report

*Attachment F* Periodic Maintenance Inspection Forms

*Attachment G* Fixed Route Operator Interview Form

*Attachment H* On-Board Fixed Route Stop Announcement Assessment Form

*Attachment I* On-Board Stop Announcement Data

*Attachment J* KCATA Transfer Stops

*Attachment K* External Route Identification Data

[]{.mark}

# Introduction

## Overview of the Review

[]{.mark}

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 (DOT) 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 reviews of fixed route transit services operated by grantees.
In a letter dated November 3, 2006, FTA notified the Kansas City Area
Transportation Authority (KCATA) that a fixed route review had been
scheduled and would be conducted within 120 days of the date of the
letter. The FTA notification letter also explained that the review would
consider:

1.  On-board stop announcements

2.  Route identification efforts

The requirements for stop announcements and route identification are set
forth in 49 CFR §37.167:

> *(b) On fixed route systems, the entity shall announce stops as
> follows:*
>
> *(1) The entity shall announce at least transfer points with other
> fixed routes, other major intersections and destination points, and
> intervals along a route sufficient to permit individuals with visual
> disabilities to be oriented to their location.*
>
> *(2) The entity shall announce any stop on request of an individual
> with a disability.*
>
> *(c) 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 to ride on a particular route.*

[]{.mark}

Planners Collaborative, Inc. of Boston, Massachusetts conducted the
review. Don Kidston served as the review team leader. Other review team
members were David Chia and David Loutzenheiser.

[]{.mark}

The stop announcement and route identification fieldwork began Tuesday,
January 16, 2007, and continued on January 17. The opening conference
took place on Thursday, January 18, 2007. The following individuals
attended the opening meeting:

[]{.mark}

> Mark Huffer General Manager, KCATA
>
> Robert Kohler Director of Transportation, KCATA
>
> Dolores Brehm Superintendent of Schedules, KCATA
>
> Tommie Hill Driver Training, KCATA
>
> Anthony Smiley Schedules, KCATA
>
> Gloria Young Manager of Safety and Instruction, KCATA
>
> Cindy Terwilliger Deputy Regional Administrator, FTA Region 7
>
> Thomas Harris Civil Rights Officer, FTA Region 7
>
> Don Kidston Planners Collaborative
>
> David Chia Planners Collaborative
>
> David Loutzenheiser Planners Collaborative

[]{.mark}

David Knight, ADA Team Leader from the FTA Office of Civil Rights,
participated in the opening conference via telephone.

[]{.mark}

Mr. Knight opened the meeting by thanking KCATA for its assistance with
the review. He noted that the review team had been on site since
Tuesday, January 16. He explained that reviews of on-board stop
announcements were conducted by providing a general timeframe for the
review, having the team make initial observations, and then notifying
the agency and requesting an opening conference. This process was used
to ensure that the results of the observations of stop announcements
would not be influenced by the transit provider knowing when the FTA
review team was on site.

[]{.mark}

Mr. Knight noted that FTA viewed the review not just as part of its
overall ADA compliance effort, but also as a chance to provide technical
assistance on ADA issues. He indicated that the review team was
available to answer any questions from KCATA staff, or to offer
suggestions on addressing any issues that KCATA might have.

[]{.mark}

Mr. Kidston summarized the activities of the review team for the
previous two days. These activities consisted of riding buses and
observing stop announcements on KCATA bus routes. Observations also
included standing at stops used by multiple bus routes and observing
route identification efforts. The review team was assisted in these
activities by FTA Region 7 staff. Mr. Kidston then presented a proposed
schedule of meetings with KCATA staff for Wednesday and Thursday.
Attachment A presents a copy of the review team's on-site schedule.

[]{.mark}

During the remainder of the day, team members met with various KCATA
managers to gather information about KCATA policies and procedures for
stop announcements and route identification. They interviewed managers
regarding operator training, operator performance monitoring, and
operator discipline. They gathered information about the ongoing program
to automate the stop announcements and route identification
announcements (hereafter "automated announcements project") as well as
equipment maintenance procedures. They also interviewed KCATA bus
operators.

[]{.mark}

On January 19, team members compiled the data from their field
observations and prepared preliminary findings for presentation at the
exit conference.

The exit conference took place on Friday, January 19, 2007, at 1 p.m.
Those present at the exit conference were:

[]{.mark}

> Mark Huffer General Manager, KCATA
>
> Robert Kohler Director of Transportation, KCATA
>
> Dolores Brehm Superintendent of Schedules, KCATA
>
> Tommie Hill Operator Training, KCATA
>
> Tom Morgan KCATA
>
> Anthony Smiley Schedules, KCATA
>
> Gloria Young Manager of Safety and Instruction, KCATA
>
> Ann Warrington Supervisor Maintenance Department, KCATA
>
> Cindy Terwilliger Deputy Regional Administrator, FTA Region 7
>
> Thomas Harris Civil Rights Officer, FTA Region 7
>
> Don Kidston Planners Collaborative
>
> David Chia Planners Collaborative
>
> David Loutzenheiser Planners Collaborative

[]{.mark}

Mr. Knight of FTA again participated via telephone. Mr. Knight began the
exit conference by thanking KCATA staff for their cooperation and
assistance with the review. He indicated that a draft report would be
prepared and forwarded to KCATA for review and comment. KCATA's comments
on the draft would then be incorporated into a final report. Mr. Knight
noted that once the report became a final document, it would be subject
to release in response to Freedom of Information Act (FOIA) requests and
available on FTA's website.

[]{.mark}

The review team then presented the preliminary findings and
recommendations from the on-site visit. KCATA was advised that they will
be required to respond to the findings as they are presented in the
final report. Recommendations are offered as suggestions and will not
require a response. KCATA may, however, consider the recommendations in
developing responses to the findings.

[]{.mark}

Section 2 of this report provides a summary of the findings and
recommendations. Section 3 describes KCATA's efforts to comply with the
regulations, including written policies and procedures, operator
training, and its automated announcements project. Section 4 presents
the review team's observations, analysis, and findings related to
on-board stop announcement performance. Section 5 includes the
observations, analysis, and findings regarding route identification
performance.

A copy of KCATA's response to the draft report is included as Attachment
B.

[]{.mark}

The remainder of this section of the report presents an overview of the
transportation services provided by KCATA, formal complaints received by
FTA regarding KCATA stop announcement and route identification efforts,
and results of rider interviews regarding the fixed route service.

[]{.mark}

## Overview of KCATA

[]{.mark}

KCATA is an interstate agency of Missouri and Kansas. KCATA has a
seven-county jurisdiction consisting of Cass, Clay, Jackson, and Platte
counties in Missouri; and Johnson, Leavenworth, and Wyandotte counties
in Kansas.

KCATA is governed by a Board of Commissioners, consisting of 10
commissioners: five from Missouri and five from Kansas. The
Commissioners serve four-year terms, with a two-term limit.

KCATA is the direct operator of all of its 70 fixed bus routes including
its Metro Area Express (MAX) bus rapid transit service. KCATA serves a
population of 756,557 over a 396 square mile service area with a fleet
of 286 buses (as of January 2007). KCATA provides an average of 50,000
unlinked weekday passenger trips.

The KCATA administrative office and bus maintenance facility are in
Kansas City, MO at 1200 East 18th Street.

Eighteen routes operate seven days a week. Of the remaining routes,
service is provided on weekdays for approximately half, and on Monday
through Saturday for the remaining half. Operating hours range from
about 4:30 a.m. to midnight on major routes to small rush hour windows
for operating a handful of peak period trips on other routes.

The base fare for the bus is \$1.25 per unlinked trip. Express bus fares
are \$2.50 and \$3.00. All children between the ages of 6 and 11 and
those children between 12 and 18 who are carrying a reduced fare card,
pay a fare of \$0.60 for the fixed route bus and half fare, \$1.25 and
\$1.50, on express buses. Children 5 and under ride for free. KCATA also
offers a \$3 day pass and an \$8 three-day pass. Monthly passes are also
offered.

Approximately one-fifth of KCATA's \$40.5 million operating budget is
financed with income from operations, mostly passenger revenue. Smaller
amounts are provided by stadium express operations and bus advertising.
Approximately two-thirds of the operating funds are from local
governmental subsidies. The federal government provides the remaining 12
percent of KCATA's operating funds.

[]{.mark}

## Consumer Input

In the experience of the FTA Office of Civil Rights, input from people
who use transit, such as riders on KCATA services, and particularly
those that rely on stop announcements and route identification, can be
helpful in conducting reviews. The input can assist the reviewers in
identifying specific problem areas to be addressed during the course of
the review. The input can also provide anecdotal support for
observations made by the reviewers and conclusions drawn from the
reviewers' analyses. The review team gathered consumer input in three
ways. Formal complaints on file with FTA were reviewed, consumers were
interviewed, and KCATA's customer comment/complaint records were
reviewed.

**Formal Complaints**

FTA received one written complaint concerning KCATA's fixed route
service. The complaint was filed by a rider in September 2004. The major
issues raised in the complaint were that operators often do not announce
stops, and that when stops are announced they are inaudible and not
sufficiently frequent to orient a passenger who is blind to his/her
destination. The complainant cited KCATA routes 25, 54, and 56 as routes
where these problems are encountered. In December 2006, FTA referred the
complaint to this review to address the issues raised.

[]{.mark}

**Agency and Rider Comments**

[]{.mark}

Prior to the review team's on-site visit, team members conducted
telephone interviews with five people who work for agencies that support
individuals who have visual impairments in the Kansas City area and/or
people who have visual impairments and ride KCATA fixed route buses. All
five of the people interviewed indicated that they use KCATA fixed route
bus service. Three identified themselves as blind, and the remaining two
said that they have low vision. Two of the respondents indicated that
they use a cane, and one uses a guide dog. The agencies represented by
those interviewed were:

-   Missouri Council for the Blind

-   Missouri Department of Social Services -- Rehabilitation Services
    for the Blind

-   Kansas City Mayor's Council for the Blind

[]{.mark}

During the interviews, these individuals referred to experiences with
five KCATA bus routes (25, 132, 175, South Loop, and MAX).

[]{.mark}

The most common complaints raised in the telephone interviews were:

-   long gaps between announcements

-   automated announcements at incorrect locations, such as after the
    stop

-   operators frequently failing to announce requested stops

-   customers waiting at stops having to request operators to identify
    the bus route

Interviewees also noted that operators rarely announce stops and that
speakers are sometimes hard to hear or not working. Other concerns
raised by interviewees were: stops are not announced at turns, operators
do not always pull the bus to the curb and sometimes pass the stop, and
sometimes the automated system is shut off.

**Customer Complaints**

KCATA provided a summary of customer comments/complaints that it
received during 2006. This summary indicates that of 1,276
comments/complaints, 26 (2.0 percent) related to ADA issues. By month,
ADA complaints ranged from zero in February and May to seven in August.

# Summary of Findings

[]{.mark}

This section of the report summarizes the findings made based on this
review. The background discussions for these findings are addressed in
other sections of this report. The findings should be used as the basis
for any corrective actions proposed by KCATA. Recommendations are also
included in the report for KCATA's consideration in developing
corrective actions.

[]{.mark}

## Findings Regarding Stop Announcement and Route Identification Requirements

1.  In Subsection D of the Disability Awareness Section of its *Metro
    Operator Training Manual and Resource Guide*, KCATA requires its
    operators to announce transfer points and destination points on
    fixed routes. Operators are required to announce stops upon the
    request of a person with a disability. The ADA requires that stops
    be announced sufficiently to permit individuals with visual
    impairments or other disabilities (observable or hidden) to be
    oriented to their location.

2.  KCATA does not require operators to identify their route to
    customers waiting at stops shared by more than one route. In
    Subsection D of the Disability Awareness Section of its *Metro
    Operator Training Manual and Resource Guide*, KCATA
    [requests]{.underline} operators to announce, outside their bus,
    their route number at transfer points and bus stops serviced by
    other routes.

3.  KCATA issues a list of stops to be announced, with changes as they
    occur, to operators in a ring-bound handbook. Road Supervisors, who
    are responsible for field location of bus stops, are responsible for
    reporting changes to schedulers, who maintain the stop lists.
    According to KCATA managers, road supervisors do not always report
    stop changes. This can result in inaccurate stop lists.

4.  KCATA does not monitor operator performance in making route
    announcements at stops shared by more than one route.

5.  It appears that KCATA does not include failure to make route
    announcements at stops shared by more than one route in its operator
    discipline and remediation program.

6.  KCATA monitors driver performance through its street supervisors,
    staff instructors, and undercover observers, including its secret
    rider program participants.

7.  KCATA includes failure to make stop announcements in its operator
    discipline and remediation program. Since February 2005, there have
    been 21 occurrences of disciplinary action for failure to make stop
    announcements. None of those occurrences involved suspensions.

## Findings Regarding Stop Announcements

1.  Of 58 observations of route segments, no stop announcements were
    made on 11 (19 percent) of the routes.

2.  The average (mean) interval between announcements exceeded five
    minutes on 16 (28 percent) of the route segments observed by the
    review team, and the average interval between announcements was
    between three and five minutes on 13 (22 percent) of the route
    segments.

3.  For the 44 route segments observed with automated announcements, the
    average interval between stop announcements exceeded three minutes
    on 26 (59 percent) of the route segments.

4.  The interval between stop announcements exceeded three minutes on
    all of the routes relying upon operators to make voice
    announcements. Of the 14 routes with inoperable automated stop
    announcement systems, operators made voice announcements on only
    three (21 percent).

5.  The stop lists used by KCATA do not appear to adequately address DOT
    regulatory requirements to announce stops at transfers to other
    routes and to announce stops sufficiently to orientate passengers. A
    comparison of KCATA's automated and operator stop lists to lists
    developed by review team for eight sample routes indicates that many
    stops where multiple routes converge, diverge, or cross and stops at
    turns on routes, are not included on KCATA's lists.

6.  The list of stops to be announced by the automated system appears to
    be inconsistent with the list of stops to be announced that is
    provided to operators. Based on a review of eight routes, 92 stops
    were common to both lists of stops. There were an additional 75
    stops on the operator lists that were not included on the automated
    list and 26 stops on the automated list that were not on the
    operator list.

7.  Stop announcements outside of downtown Kansas City made by the
    automated system are often made too close or even after the bus
    stop. In calibrating the time when the automated system makes the
    stop announcements, KCATA does not appear to fully account for the
    higher speeds that buses are traveling outside of downtown Kansas
    City.

8.  Two of twelve operators interviewed said that they report a
    malfunctioning public address system when identified; the other ten
    operators said that they do not.

9.  There appears to be a large number of vehicles with automated stop
    announcement systems that are either not turned on or are not
    reported and recorded as needing repair. The automated stop
    announcement equipment was not working on 14 (24 percent) of the 58
    buses observed. Assuming the same failure rate for all KCATA
    vehicles, approximately 53 of the approximately 220 buses used in
    daily service will have inoperable automated announcement systems.
    As reported in Section 3.5, an average of 10.6 automated stop
    announcement systems are repaired per week or 2 or 3 repairs per
    day. The discrepancy between 53 inoperable systems and two to three
    daily repairs indicates that many systems are either operational and
    not turned on properly, or inoperable and not reported and recorded
    as in need of repair.

10. Most operators understood the need to make stop announcements when
    the automated system is not operating properly and said that they
    make voice stop announcements when this occurs.

11. About half of the operators were not aware that the buses had a
    public address system that could be used for voice announcements.

12. Half of the operators interviewed were aware of the stop lists in
    the ring-bound handbook KCATA provided to them, and the other half
    were not.

## Findings Regarding Route Identification

1.  The review team observed only one route announcement in 68
    observations.

2.  The automated route announcement equipment is not operational. KCATA
    plans to make the equipment operational by the end of 2007.

3.  Of 12 operators interviewed, none understood the requirement to make
    route announcements at stops shared by more than one route so that
    people who are blind, have low vision, or cognitive disabilities
    which prevent them from identifying the bus can identify the route.

4.  A number of operators were observed stopping only in response to a
    signal from waiting customers.

# Stop Announcement and Route Identification Compliance Efforts

#  {#section-1 .unnumbered}

This section of the report presents information about KCATA's efforts to
comply with the regulations requiring that operators announce stops and
identify routes to fixed route bus service customers. KCATA's efforts
include:

[]{.mark}

-   KCATA policies and procedures

-   KCATA operator training practices and written material

-   KCATA monitoring procedures

-   KCATA's ongoing automated announcements project

Prior to the site visit, the review team received written information
from KCATA on its policies and procedures for stop announcements and
route identification, as well as samples of completed monitoring
reports. KCATA also provided a copy of its operator training materials.

While on site, team members interviewed KCATA managers about training,
monitoring, and the implementation of the automated system. Team members
also reviewed additional information on the automated system.

## Policies and Procedures 

[]{.mark}

**Route Notification Stop Announcement Procedures**

**DOT ADA Regulations**

The DOT ADA regulations require announcement of stops to passengers on
transit vehicles and identification of transit routes to people waiting
at stops. Specifically, the regulations state:

[Stop Announcements]{.underline}, 49 CFR §37.167(b):

> *On fixed route systems, the entity shall announce stops as follows:*
>
> *(1) The entity shall announce at least at transfer points with other
> fixed routes, other major intersections and destination points, and
> intervals along a route sufficient to permit individuals with visual
> impairments or other disabilities to be oriented to their location.*
>
> *(2) The entity shall announce any stop on request of an individual
> with a disability.*

[Identifying Vehicles and/or Passengers]{.underline}, 49 CFR §37.167(c):

> *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*.

**KCATA Policies and Procedures**

KCATA addresses route identification and stop announcement procedures in
the *KCATA Metro Operator Training Manual and Resource Guide* (hereafter
"*Training and Resource Guide,*" except for findings)*,* February 2006.
In Subsection D, "Persons with Disabilities -- An ADA Overview of the
Disability Awareness," route notification and stop announcements are
addressed as follows:

> *11) Operators must announce transfer points and destination points on
> fixed routes. Operators are required to announce stops upon the
> request of a person with a disability. The ADA requires that stops be
> announced sufficiently to permit individuals with visual impairments
> or other disabilities (observable or hidden) to be oriented to their
> location.*
>
> *12) Operators are requested to announce, outside their bus, their
> route number at transfer points and bus stops serviced by other
> routes.*

The *Training and Resource Guide* text concerning stop announcements
does not explicitly require announcement of stops at major
intersections, as required by the regulations. The "request" for
operators to announce their bus route number is insufficient by itself
to provide a means for many people with visual impairments to identify
the route. Additionally, a common practice of many transit agencies is
to announce the route destination as well as the route number. Such a
practice is often necessary to satisfy DOT ADA regulations, particularly
where a route has more than one possible destination.

[]{.mark}

A "Route Book" section of the *Training and Resource Guide* provides
guidance to the operator for setting route destination signs. Otherwise,
the guide does not address operator responsibility for route
identification or stop announcements.

KCATA also uses a document entitled *Services to Passengers with
Disabilities -- Accessible Bus Operating Procedures, Dec '06* (hereafter
"*Procedures*")*.* Section V addresses stop announcements. This section
of the *Procedures* requires operators to announce stops and, unlike the
*Training and Resource Guide*, to identify their route to customers
waiting at stops served by more than one route. Operators are required
to announce stops clearly whether or not the public address (PA) system
is operating. A list of major street intersections at which
announcements are to be made is included in the *Procedures*. The list
includes 31 north-south streets and 29 east-west streets.

Additionally, KCATA has issued bulletins in recent years reminding
operators of the requirement to announce stops. These bulletins are
referenced as follows:

-   09-03 -- February 26,2003

-   04-04 -- March 1, 2004

-   63-04P - October 8, 2004

None of the bulletins mentions the requirement to announce bus routes to
waiting passengers at stops served by more than one route.

KCATA also addresses stop announcements and route identification in its
*Disability Awareness Trainin*g document. With respect to stop and route
announcements, the document repeats the language from the *Procedures*.

The most specific information provided to operators concerning stop
announcements is contained in an untitled ring-bound booklet (hereafter
"ring-bound booklet") issued to each operator. The ring-bound booklet
includes the information needed to operate all routes, including route
descriptions, operator instructions, and check lists. It includes lists
of stops for each route that require ADA stop announcements. When
changes are made to the lists, they are supposed to be coordinated
between the automated announcement program manager and the training
officer.

There is some disconnect in the procedures for updating ADA stop
announcement lists following changes in bus routes. When bus stop
locations are changed, the KCATA road supervisors are responsible for
moving or installing signs or shelters. According to a KCATA manager,
stop changes are not always reported to schedulers for modification to
the database of the HASTUS scheduling software (discussed in Section
3.5). As changes occur, they are distributed to operators for inclusion
in their ring-bound booklets. The stop lists are discussed further in
Section 3.5 of this report, "Automated Stop Announcements and Route
Identification."

## Operator Training

A member of the review team met with KCATA's manager of safety and
instruction and KCATA's supervisor of transit operations to discuss how
stop announcements are incorporated into operator training.

New KCATA operators receive six weeks of training. Over the past year,
KCATA has hired about 90 new operators out of a set of 120 trainees (for
context, KCATA has about 500 fixed route operators). Classroom training
takes place during the first two weeks of training. Road training starts
during week two. During the second week of classroom training, the
director of training provides 2-1/2 hours of "ADA training." This
includes basics of the law, along with specific responsibilities of
operators. In the past, KCATA had invited individuals with disabilities
to take part in the ADA training. Currently, KCATA uses a video instead
to present similar information.

Subsection D, "An ADA Overview of the Disability Awareness," of the
Disability Awareness Section of the *Training and Resource Guide*
addresses route identification and stop announcements. These
requirements are as described in Section 3.1 of this report. Also as
discussed in section 3.1, the requirements are further addressed in the
following training materials:

-   The *Procedures*. Section V, "Other Service Requirements,"

-   KCATA bulletins reminding operators of the requirement to announce
    stops:

    -   09-03 -- February 26, 2003

    -   04-04 -- March 1, 2004

    -   63-04P -- October 8, 2004

```{=html}
<!-- -->
```
-   *Manual of Instruction, Operating Rules, and Discipline Code*
    (hereafter "*Manual of Instruction*") (revised 1995). "Section V --
    Passenger Service"

As discussed in Section 3.1 of this report, training in the announcement
of routes is limited to a request that operators announce routes to
customers waiting at stops shared by more than one route.

During road training, operators are expected to call all stops, even if
the automated system is operating. According to the manager of safety
and instruction, operators are also expected to make external route
announcements during road training.

Even though all buses will eventually have the automated stop
announcement systems, operators must still know how to make the
announcements for the following reasons:

-   If the automated system does not work at the beginning of a run and
    the bus still is used in passenger service, the operator must make
    the announcements

-   If the bus is unexpectedly re-routed, the automated system will not
    work properly, so the operator must make the stop announcements

-   An operator must make announcements for all stops requested by a
    passenger

Also during initial operator training, operators learn that the
automated announcement system activates when an operator logs in on the
vehicle. Notably, the operators are not instructed on how to turn the
automated announcement system on or off, or how to adjust the system
(e.g., control the volume).

Operators receive one-day (eight hours) of refresher training each year.
This refresher training includes ADA training.

## Monitoring Procedures

KCATA uses three methods for monitoring performance, including the
announcement of stops and routes. Street supervisors and other
operations staff conduct regular observations in the field; members of
KCATA's secret rider program make regular observations; and customer
complaints and reported incidents prompt review of on-board video
recordings.

**Staff Monitoring**

[]{.mark}

KCATA has three ongoing programs for monitoring operator performance
using street supervisors and other operations staff:

-   Daily contact by street supervisors

-   Ride-alongs by staff instructors

-   Undercover observations by an operations assistant

KCATA has 10 street supervisors. These street supervisors have many
responsibilities, including investigating accidents and incidents. They
use KCATA supervisor vehicles as they travel around the service area, so
that they are visible to bus operators. Each street supervisor is
supposed to make five direct contacts with operators per day. This means
observing the bus on the road and often boarding the bus. The street
supervisors complete a ride report for each contact (Attachment C).
However, this ride report focuses on driving performance and does not
address passenger relations and ADA compliance.

One of the responsibilities of KCATA operator instructors is to ride
with each operator at least once per year. During these ride-alongs, the
instructors observe and evaluate the operators' driving and customer
relations practices. Instructors also listen for stop and route
announcements. Notably, KCATA does not have a standard form for the
instructors to record their observations.

The senior supervisor of transit operations sometimes directs his
assistant to investigate operators to confirm practices reported from
other sources. The assistant is not generally known to the operators,
allowing her to make her observations undercover. She then reports back
to the senior supervisor of transit operations.

**Secret Rider Observations**

[]{.mark}

KCATA employs "secret riders" to ride buses undercover and record
observations about operator performance. At the time of the review
team's on-site review, KCATA had four secret riders. These riders
collectively make 50 to 100 observations each month. An observation
consists of riding a bus route for part or all of a one-way trip. For
each observation, the secret rider records information about the
vehicle, the operator performance, and the operator appearance. A sample
completed form is included in Attachment D. The form has a section that
specifically asks about announcing stops, including the following
questions:

-   Were major intersections announced?

-   Method (PA or voice)?

-   Were they clear?

The form does not ask about route identification announcements.

The secret riders submit completed forms to the senior supervisor of
transit operations. He reviews the forms and notes any violations of
KCATA policies or procedures. He generally considers the observations of
the secret riders as sufficient evidence to impose progressive
discipline on operators. On some occasions, he confirms their
observations with observations of his assistant or street supervisors.

[]{.mark}

**Use of On-Board Cameras**

[]{.mark}

At the time of the review team's site visit, 101 of KCATA's fleet of 286
buses had on-board cameras. During 2007, KCATA plans to retrofit 96
additional buses with on-board cameras. All future bus purchases will
include cameras. The primary purpose of these cameras is to review
activity immediately prior to an incident on the bus. KCATA operations
staff also use the video recorded by the cameras to monitor operator
performance. Currently, operator performance is monitored only "for
cause," requiring a preexisting reason or suspicion before the video
will be reviewed (for instance, if a customer files a complaint about a
particular operator and run).

If the senior supervisor of transit operations observes an operator
violating a work rule on video, he considers that sufficient evidence to
impose progressive discipline on the operator. The video includes audio
tracks, and can therefore be used to monitor stop and route
announcements.

A customer complaint that is not confirmed by staff observations, is
insufficient to take action against the operator. However, the senior
supervisor of transit operations may initiate additional observations on
that operator to try to confirm the alleged violations.

## Operator Discipline

KCATA operators are subject to progressive discipline for repeated
violations of policies and procedures presented in the *Manual of
Instruction*. In particular, "Section VIII -- ATA Discipline Code,"
includes Work Rule 6.8:

> *Operators will announce major street intersections and stops as
> required by the Americans with Disabilities Act, as well as comply
> with all requirements of the Act as set forth in Policy Bulletin
> #58-94*.

The evidence of a violation can come from direct observations by KCATA
instructors or street supervisors, a secret rider report, or a customer
complaint with verification by on-board video.

According to the senior supervisor of transit operations, this work rule
also covers announcing routes to people waiting at bus stops. He said
that operators are required to stop and open the door at any bus stop
with people waiting. It is the operator's responsibility to confirm
whether they want to board the bus.

The progressive discipline process includes the following steps:

1.  Written warning

2.  One-day remediation training with pay

3.  Three-day suspension without pay

4.  Discharge

An operator can appeal any disciplinary measure through a formal appeals
process established in the operators' union collective bargaining
agreement with KCATA. Appeals steps include:

1.  Oral or written appeal to senior supervisor of transit operations

```{=html}
<!-- -->
```
5.  Written appeal to director of operations

6.  Written appeal to KCATA's director of transportation

7.  Formal arbitration hearing

According to KCATA's senior supervisor of transit operations, several
operators have received three-day suspensions for not announcing stops.
KCATA has not discharged any operator for failing to make stop
announcements. It is the senior supervisor's belief that the operators
"get the message," through less severe disciplinary measures.

KCATA provided two sets of documentation for its disciplinary actions
addressing failure to announce stops: a list of operators subjected to
disciplinary action for ADA violation covering 2004 to 2006 and a set of
disciplinary memos for ADA violations for the 10-month period from June
2005 to March 2006. A comparison of records from the overlapping period
for the two documents revealed inconsistencies; some disciplinary
actions were recorded in one document but not the other. Between the two
sources, there were 36 discrete disciplinary actions, including:

-   12 warnings

-   23 trainings

-   1 three-day suspension

The three-day suspension occurred in February 2005. All warnings
occurred between January 1, 2004 and February 2005. By contrast, all
disciplinary measures after February 2005 (21 occurrences) were in the
form of re-training.

The senior supervisor of transit operations claimed that the current
union leadership is more resistant than the previous union leadership
regarding discipline of operators for not making stop announcements. He
believed that the attitude of the union leadership is that it is KCATA's
responsibility to have the automated announcer system operate properly
on the buses.

## Automated Stop Announcement and Route Identification 

KCATA's 286 bus fleet consists of 170 forty-foot long buses, 77
thirty-foot buses, and 39 twenty-nine-foot buses. All of the buses are
equipped with automated stop announcement systems. None of the buses
have operating external route announcement systems.

The automated stop announcement system consists of a number of hardware
and software components. Each vehicle is equipped with an Integrated
Vehicle Logic Unit, which consists of a mobile data computer (MDC), a
transmitter, and a receiver. The vehicles are also equipped with a
global positioning system (GPS) antenna/receiver.

Buses are equipped with four to six internal speakers, depending on the
type of vehicle.

The speakers have automatic gain control. A microphone or receiver
linked to a sensor triggers an increase or "gain" in the announcement
volume when background, or ambient, noise levels on the bus become high.
The system allows for two volume settings, normal and gain. Within
limits, the operator can set the volumes. As noted previously, KCATA
does not train the operators how to control the volume; however, some
operators learn this on their own or from other operators.

The vehicles have handsets for operator PA announcements. The microphone
is connected to the system with a metal sheathed cable.

The vehicle has one external speaker, which is located in a protected
frame at ear level, to the left of the front door when facing the
vehicle.

HASTUS, the scheduling software used by KCATA, is the primary source of
transit network data used by the automated stop announcement system. The
HASTUS network information is inputted into the "route manager"
component of the stop announcement system. Stop locations are verified
in the field using GPS and a "route survey tool" component of the stop
announcement system. According to KCATA managers, all stops have been
verified with the exception of recent changes.

The automated announcement system is activated when the operator logs on
at the beginning of his or her run or daily route schedule. The
operator's run is preprogrammed into the system. The vehicle's location
on the run is identified through a combination of GPS and odometer
readings. GPS readings are refreshed once a minute, and the system uses
odometer readings from the most recent GPS reading to identify the
vehicle location between GPS readings. At a programmed point or distance
before each stop to be announced, the system uploads geo-coded,
pre-recorded audio stop announcements.

GPS readings establish the vehicle's longitude and latitude based on a
minimum of four---but preferably eight---satellite signals. The system
is programmed to ignore weak or bad signals. A "canyon effect" can occur
in areas where there are obstacles such as tall buildings, mountains or
tunnels resulting in no accepted signal. In these cases, the system will
rely on the last accepted signal and odometer readings to locate the bus
until an acceptable signal is received. The system will then recalibrate
to the last accepted signal. On some occasions, however, the system will
accept a poor signal and incorrectly identify the vehicle location. This
can result in stops being announced in the wrong location.

KCATA does not have an operating automatic external announcements
system. The KCATA buses are equipped with external speakers for route
announcements at stops served by more than one route. However, KCATA has
not activated the external announcement system. According to KCATA
managers, because of limited staffing, an audio file for the route
announcements has not been developed.

KCATA also has wayside electronic variable message signs at MAX stops
announcing the minutes until arrival of the next bus. The wayside system
relies on pre-programmed bus schedules, rather than information on
actual bus location, to estimate the bus arrival time. As the bus
passes, information is automatically transmitted to a wayside receiver,
which triggers the sign to provide the estimated minutes until the
arrival of the next scheduled bus. While this is not an ADA issue, the
wayside system can provide incorrect and misleading information to
waiting customers when buses are not on schedule. KCATA might consider
modifying the signs to make clear that the estimated times are based on
scheduled, not actual locations, modifying the system to provide
estimates based on actual locations, and disabling the signs to avoid
providing inaccurate or misleading information until times based on
actual locations can be displayed.

**Maintenance Procedures**

KCATA stop announcement equipment is inspected daily as part of
"pre-trip" inspections as an element of the radio check. The equipment
is also inspected during preventive maintenance inspections, which are
scheduled for each bus at 7,000-mile intervals, occurring approximately
every three months.

At pull-out, operators inspect their buses and identify any defects on
an Operators Vehicle Report or "Bad Order Card" (Attachment E). If there
are problems with the automated announcement system, the operator is
supposed to check the "radio" line on the card. Bad order cards
indicating a problem with the radio are turned in when the vehicle is
returned to the garage at the end of the operator's shift or run.
Inoperable stop announcement equipment is also reported by KCATA staff
through other communication such as e-mails and telephone calls.

When a problem with the automated stop announcement system is
identified, the vehicle is withheld from service until the system is
repaired unless the vehicle is required to meet the in-service vehicle
requirement, or pull-out, for the day.

During periodic maintenance inspections, the radio and PA system
speakers are checked (Attachment F). The automated stop announcement
system is not explicitly included in the vehicle inspections and,
according to KCATA managers is not included or tracked in KCATA's
maintenance information system.

When a problem with the automated stop announcement system is
identified, it is referred to KCATA's one technician assigned to
maintain the system. The technician inspects the system and identifies
the problem as related to power feed, speakers, or information files.
Internal power and corrupt system cards are covered under the supplier's
warranty. The power feed and speakers are a KCATA maintenance
responsibility, and incorrect input on system files are the KCATA
schedule department's responsibility.

Warranty work is recorded in a log. The contractor reviews the log and
makes the needed repairs twice a week or more frequently if more than
four vehicles are in need of repair at the same time. For maintenance
department repairs, a work order is issued, and the repair is completed.
In discussions with maintenance and scheduling managers, it was unclear
how problems are reported to the scheduling department for corrective
action.

**Maintenance Performance**

According to KCATA managers, approximately 220 buses are used daily.
Approximately 40 Bad Order Cards are submitted daily.

During the 16-week period from September 28, 2006 through January 19,
2007, KCATA reported 41 radio system repairs through maintenance
department work orders. This yields an average of 2.6 repairs per week.
During the four-week period of December 14, 2006 through January 10,
2007, KCATA reported 22 speaker repairs for an average of 5.5 per week.
This yields a total of 8.1 weekly radio and speaker repairs performed by
KCATA maintenance staff.

KCATA also reported 131 warranty repairs to the automated system during
2006, or 2.5 per week. As a result, the total weekly average of bus stop
announcement system repairs was 10.6 per week.

Quarterly changes to route and schedule information is downloaded to
buses to update the data in the bus MDCs to reflect schedule changes.
When changes are downloaded, the buses must be shut off for the MDCs to
accept the updates. As a result, downloads are performed overnight
during non-service hours. According to KCATA officials, the January 2007
updates were not properly completed when scheduled because of severely
cold weather conditions. Buses had to remain operating overnight to
assure that buses would start for morning service. Use of block heaters
and battery chargers could prevent recurrence of this problem, as well
as reduce fuel consumption and vehicle emissions.

## Findings

1.  In Subsection D of the Disability Awareness Section of its *Metro
    Operator Training Manual and Resource Guide*, KCATA requires its
    operators to announce transfer points and destination points on
    fixed routes. Operators are required to "announce stops upon the
    request of a person with a disability. The ADA requires that stops
    be announced sufficiently to permit individuals with visual
    impairments or other disabilities (observable or hidden) to be
    oriented to their location."

2.  KCATA does not require operators to identify their route to
    customers waiting at stops shared by more than one route. In
    Subsection D of the Disability Awareness Section of its *Metro
    Operator Training Manual and Resource Guide*, KCATA
    [requests]{.underline} operators to announce, outside their bus,
    their route number at transfer points and bus stops serviced by
    other routes.

3.  KCATA issues a list of stops to be announced, with changes as they
    occur, to operators in a ring-bound handbook. Road Supervisors, who
    are responsible for field location of bus stops, are responsible for
    reporting changes to schedulers, who maintain the stop lists.
    According to KCATA managers, road supervisors do not always report
    stop changes. This can result in inaccurate stop lists.

4.  KCATA does not monitor operator performance in making route
    announcements at stops shared by more than one route.

5.  It appears that KCATA does not include failure to make route
    announcements at stops shared by more than one route in its operator
    discipline and remediation program.

6.  KCATA monitors driver performance through its street supervisors,
    staff instructors, and undercover observers, including its secret
    rider program participants.

7.  KCATA includes failure to make stop announcements in its operator
    discipline and remediation program. Since February 2005, there have
    been 21 occurrences of disciplinary action for failure to make stop
    announcements. None of those occurrences involved suspensions.

#  {#section-2 .unnumbered}

## Recommendations

1.  KCATA should instruct its operators to announce all stops on lists
    provided to operators when the automated stop announcement system is
    not operating properly. This will ensure consistency between the
    stops announced automatically and those announced by operators. The
    consistency will make it easier for regular customers who depend on
    the stop announcements to orient themselves on the route.

2.  KCATA must require operators to identify their route to customers
    waiting at stops shared by more than one route. Procedures should be
    revised accordingly.

3.  KCATA should require road supervisors and all other employees who
    change bus stop locations to report such changes in a timely fashion
    to the scheduling department for inclusion in the HASTUS database.

4.  KCATA should train operators in the requirement to announce routes
    to customers waiting at stops shared by more than one route,
    including the need to stop the bus, curb the bus, open the door, and
    announce the route number and destination. Associated training
    programs and materials should be revised accordingly.

5.  KCATA should use the list of stops to be announced that is issued to
    operators in operator training so that operator use of the list
    becomes a regular practice.

6.  KCATA should include operator performance in making route
    announcements at stops shared by more than one route in its operator
    monitoring programs.

7.  KCATA should include failure to make route announcements at stops
    shared by more than one route in its operator discipline and
    remediation program.

# On-Board Stop Announcement Performance

[]{.mark}

This section of the report focuses on KCATA's performance in making stop
announcements. Included in this section are:

[]{.mark}

-   Description of the regulatory requirements related to on-board stop
    announcements

-   Summary of consumer comments from telephone interviews

-   Summary of operator comments from interviews with team members

-   Description of the review team's method for observing on-board stop
    announcements

-   Summary of information collected and observations of stop
    announcement efforts

-   Analysis of stops selected for announcements

[]{.mark}

## Regulatory Requirements

[]{.mark}

Section 37.167(b) of the DOT ADA regulations contains the following
requirement related to the announcement of stops on fixed route systems
operated by public or private entities:

> *(b) On fixed route systems, the entity shall announce stops as
> follows:*
>
> *(1) The entity shall announce at least transfer points with other
> fixed routes, other major intersections and destination points, and
> intervals along a route sufficient to permit individuals with visual
> disabilities to be oriented to their location.*
>
> *(2) The entity shall announce any stop on request of an individual
> with a disability.*

[]{.mark}

## Consumer Comments

[]{.mark}

As noted in Section 1.3 of this report, FTA received one written
complaint concerning KCATA's fixed route service. The complaint was
filed by a rider in September 2004. The major issues raised in the
complaint were that operators often do not announce stops, and when
stops are announced they are inaudible and not sufficiently frequent to
orient a passenger who is blind to his or her destination. The
complainant cited KCATA routes 25, 54, and 56 as routes where these
problems are encountered.

[]{.mark}

In the review team's telephone interviews with five KCATA bus riders who
are blind or have low vision, the most common complaints relating to
stop announcements were: long gaps between announcements, automated
announcements at incorrect locations (such as after the stop), and
operators' frequently failing to announce requested stops. Interviewees
also noted that operators rarely announce stops when the automated stop
announcements system is broken or unavailable and that speakers are
sometimes hard to hear or not working. Another concern raised by
interviewees was that stops are not announced at turns. Additionally,
some riders believe that sometimes the automated system is shut off.

[]{.mark}

## Bus Operator Interviews

[]{.mark}

The review team interviewed 12 KCATA operators. The primary purpose of
the interviews was to assess operators' understanding of the
requirements to announce stops and identify routes. In addition, the
operators provided their perspectives on the effectiveness of the
automated stop announcement system. Attachment G lists the questions
posed by team members during the interviews. The operators interviewed
by the team had a range of six months to 34 years of experience, with an
average of 18 years and a median of 20 years of experience.

All operators understood the need to make some stop announcements. Most
understood the need to call out stops at major intersections, though few
understood the requirement to announce stops where passengers can
transfer. Only one interviewed operator mentioned the requirement to
call out stops at points of transfer to other bus routes. None of the
operators understood the requirement to identify routes to waiting
passengers at stops shared by more than one route. Some operators
indicated that they identify their route to waiting customers in
response to customer requests or when the bus route sign is not
operating.

[]{.mark}

Half of the operators interviewed were aware of the stop lists in the
ring-bound handbook that KCATA provides to operators. The other half of
the interviewed operators, apparently unaware of the list in the
handbook, indicated that there was no stop list.

[]{.mark}

Approximately two thirds of the operators said that the automated
announcer system worked all or most of the time. Approximately one-third
of the operators mentioned that the automated announcer system worked
some of the time or half the time. Five of the operators noted that the
system either missed announcements or the automated announcements
occurred too late to be useful to passengers.

[]{.mark}

When asked whether the operators checked the PA system at pullout, some
operators mentioned that it is not possible to check whether the
automated system will work at pullout. Once they are on route, they can
identify whether the system is operating properly. Two operators said
that they reported a malfunctioning PA system when identified.
Regardless of whether a malfunction is identified at pullout, all
operators placed the bus into service.

Most operators understood the need to make stop announcements when the
automated system was not operating properly and said that they make
voice stop announcements when this occurs. However, about half of the
operators were not aware that the bus had a PA system. Those that were
aware of the PA system said that the PA system works.

Most operators indicated that they had no problems making voice
announcements. All operators were satisfied with the training received;
however, a few operators suggested strengthening the stop announcement
training (in response to the interview questions). Operator
understanding of stop announcement requirements and the associated
on-bus equipment varied significantly from operator to operator.

[]{.mark}

## Review Team Observations

[]{.mark}

On Tuesday, January 16 and Wednesday, January 17, 2007, the three review
team members and five staff members from the FTA regional office in
Kansas City rode buses throughout the KCATA service area. While on the
buses, they observed and made note of stop announcements. The purpose of
these observations was to determine whether stop announcements were
being made at transfer points, major intersections, destinations, and at
intervals sufficient for individuals with visual impairments to orient
themselves. Team members also noted the method of the announcements and
whether the announcements were made clearly. Team members positioned
themselves at mid-bus to make observations and recorded the results on a
form (see Attachment H).

[]{.mark}

On Tuesday, the review team made onboard observations from 7:19 a.m.
until 6:40 p.m. On Wednesday, observations were made from 7:27 a.m.
until 3:45 p.m. Observations of individual operators ranged in duration
from 5 minutes to 96 minutes, with an average (mean) observation of 23
minutes. During this period, team members were on vehicles for a total
of more than 22 hours and made observations of 58 route segments. Routes
selected for observation were chosen to achieve the greatest geographic
coverage while at the same time minimizing the amount of time spent
making connections between routes and waiting for buses. Most routes
were observed once. The most significant exception to this was the
heavily used MAX line, which was observed nine times. Nine other routes
were observed more than once, typically in different directions.

On the 58 route segments observed, there were a total of 336 stop
announcements, 92 percent of which were made by the automated system. 
The remaining announcements were voice announcements, made orally by the
operator.  Automated announcements were made on 44 (76 percent) of the
58 routes observed.  Voice announcements were made by the operator on
three of the 14 routes that did not have operating automated systems. 
Operators also made voice announcements on three of the routes that had
automated stop announcements. Table 4.1 provides an overview of the
on-board stop announcement observations.

[]{.mark}

Table 4.1 -- Overview of On-Board Observations for Stop Announcements

  ---------------------------------- ------------ ------- ------- ---------------
                                     **Number**           **%**   **Observation
                                                                  Period
                                                                  (hr:min)**

                                     Routes       Stops           

  **Total Observations**             58                   100 %   22:48

  **Different Routes Covered**       38                           

  **Automated System Operating**     44                   76 %    12:17

  **Total Automated Announcements**               311             

  **Operator's Voice Announcements**              25              
  ---------------------------------- ------------ ------- ------- ---------------

To assess the efficacy of the announcements, the review team analyzed
the frequency of announcements made for the observations. To better
understand frequency of announcements in the context of customer
orientation, Table 4.2 presents the relationship between time intervals
and distance at different bus speeds.

**Table 4.2 --** Time and Distance Intervals at Different Speeds

  ------------------------- --------------- --------------- ---------------
                            **Time Interval                 
                            in Minutes**                    

                            2               3               5

  **Speed in MPH**          **Interval in                   
                            Miles**                         

  10                        0.3             0.5             0.8

  15                        0.5             0.8             1.3

  20                        0.7             1.0             1.7

  30                        1.0             1.5             2.5

  40                        1.3             2.0             3.3

  60                        2.0             3.0             5.0
  ------------------------- --------------- --------------- ---------------

In general, announcements made at intervals of two minutes or less, at
lower speeds, should be sufficient to orient passengers to where they
are on their route. Announcements made at intervals of five minutes or
more are likely to be insufficient.

As presented in Table 4.3, for the review team's 58 observations, the
average interval between audible announcements was less than two minutes
for 10 (17 percent) of the observations and less than three minutes for
18 (31 percent) of the observations. No announcements were made on 11
(19 percent) of the routes observed and average intervals exceeded five
minutes on 16 (28 percent) of the routes. On routes with automated
announcements, the average interval between announcements exceeded three
minutes on over half of the observed routes. Notably, the interval
exceeded three minutes on all of the routes where the operators made or
should have made voice announcements. Operators made voice announcements
on only three of the 11 routes with inoperable automated stop
announcement systems.

**Table 4.3 -- Audible** Announcements by Interval and Method

  ---------------- ----------------- ------ ------ ------ --------- ---------- ----------- -------
  **Avg.                             **0 to **2 to **3 to **\>5**   **None**   **Total**   **%**
  Announcement                       2**    3**    5**                                     
  Interval                                                                                 
  (minutes)**                                                                              

  **Announcement                                                                           
  Method**                                                                                 

                   **Auto**          10     8      12     14        0          44          76%

                   **Voice**         0      0      1      2         11         14          24%

                   **Total**         10     8      13     16        11         58          

                   **%**             17%    14%    22%    28%       19%        100%        
  ---------------- ----------------- ------ ------ ------ --------- ---------- ----------- -------

Attachment I provides more detailed data for each observation.

The FTA regional staff who rode buses had a range of observations
concerning stop announcements and other on-board activities:

-   Several observations related to location of announcements:

```{=html}
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```
-   For one announcement, there was no marked stop (Armour & Burlington)

-   There were no announcements at some major cross streets (e.g., Barry
    Road)

-   There were long gaps (five minutes) between announcements and few
    announcements on routes in Independence, MO

-   There were many turns between announcements

-   For Route 12, there were stop announcements in one direction but not
    the other

-   Downtown stop announcements were often off by a full block,
    apparently as a result of GPS problems (for example, Route 135
    northbound (NB) at 7:30 a.m. on January 17).

-   Three staff observed that stops are announced just before, at, or
    after the stops

```{=html}
<!-- -->
```
-   There were two observations of routes where bus service information
    is inconsistent among the KCATA web site, printed schedules, and
    postings at bus stops (Routes 30 and 38)

-   Two observations related to operator performance: operators passed
    customers -- one woman using a cane and another person with low
    vision; operators also commonly used their cell phones

-   Announcements were sometimes inaudible, particularly on routes
    outside of downtown on buses with noisy suspension and brakes

The other review team members made similar observations particularly
with respect to the timing of announcements relative to stop location
and audibility of announcements. The review team observations, along
with comments obtained from operator interviews, indicate that the
automated announcements were often made too late (i.e., as the bus was
passing the stop, and even beyond the stop).

[]{.mark}

On 10 routes, observers identified inaudible or partially audible stop
announcements. The poor audibility appeared to result from low speaker
volume combined with loud background noises, such as from the buses
rattling, heating fans, and brakes. Audibility appeared to be more of a
problem in smaller buses used outside of downtown than larger buses used
in downtown. Stop announcements on the MAX buses were consistently
clear.

In addition to the summary observations described above, the review team
also analyzed a sample of routes to assess performance in announcing the
stops included on KCATA's list of stops to be announced with the
automated system. Team members selected a random sample of eight route
observations in order to compare actual announcements made with the
printed stop lists provided by KCATA, and stop lists that were encoded
into the automated announcer system. The printed lists and the automated
announcer lists were compared for consistency. The following routes were
selected: 12 westbound (WB), 25 NB, 38 southbound (SB), 51 SB, 102 WB,
132 NB, 173 SB, and 257 SB.

As presented in Table 4.4, on two of the eight routes selected, all
announcements on the list were made, and on one run, no announcements
were made. On the remaining five routes, 60 to 90 percent of the stops
on the automated announcer list were made by the automated system. For
the sample as a whole, 76 percent of the stops shown on the automated
announcer list were observed.

**Table 4.4 -- Comparison of Automated and Operator** Stop Lists

  ----------------- ------------------- ------------------- --------------
  **Route**         **Automated Stop    **Announcements     **% Made**
                    List**              Made**              

  12 WB             10                  9                   90%

  25 NB             19                  16                  84%

  38 SB             11                  11                  100%

  51 SB             6                   0                   0%

  102 WB            5                   3                   60%

  132 NB            3                   3                   100%

  173 SB            11                  8                   73%

  257 SB            3                   2                   67%

  **Total**         **68**              **52**              **76%**
  ----------------- ------------------- ------------------- --------------

## Selection of Stops to be Announced

The regulatory requirement for identifying which stops to announce
provides some flexibility to the transit system in directing its
operators and in the development of stop lists for automated stop
announcements. The requirement to announce transfer points implies that
the stops where any two routes converge or diverge must be announced.
According to the regulations (see Appendix D to 49 CFR Part 37),
announcements must be made at transfer points to other fixed routes or
modes of transit service. A list of transfer points provided by KCATA is
presented in Attachment J. The requirement to announce "any stops on
request of an individual with a disability" is self explanatory.

[]{.mark}

The other relevant regulatory requirement is to announce "other major
intersection and destination points, and intervals along the route
sufficient to permit individuals with visual impairments or other
disabilities to be oriented to their location." As with stop
announcements, the regulations allow KCATA (and its operators) to use
judgment in selecting the specific stops to announce and the frequency
of the announcements.

[]{.mark}

Based on consumer input and field observations, the review team focused
on three concerns regarding the programming of stop information:

-   Consistency between stops to be announced by the automated system
    and by the operator

-   Adequacy of the stop lists in identifying transfer points, major
    intersections, and destinations, and orienting the passenger to his
    or her location on the route

-   The amount of lead distance/time before the stop that automated
    announcements are programmed to begin

As previously discussed, announcements are required at least at transfer
points with other fixed routes, major intersections and destination
points, and intervals along a route sufficient to permit individuals
with visual impairments or other disabilities to be oriented to their
location.

When the automated stop announcement system is not functioning properly,
the operator must make voice announcements in order to comply with the
stop announcement requirements. For regular riders who rely upon stop
announcements for orientation, it is important that the stops announced
by the operator be consistent with the stops announced by the automated
system. Otherwise, customers who are expecting a specific stop
announcement as a cue to approaching their stop could miss the stop when
the announcement is not made. Accordingly, for customer orientation, it
is important that both automated and operator stop lists be consistent.

The review team also compared stop lists provided to the operators in
their ring-bound booklets to automated announcer lists provided by KCATA
for eight routes. The results of this analysis are presented in Table
4.5.

**Table 4.5 -- Comparison of Operator** ADA Stop Lists to Automated Stop
Lists

+---------+-----------+--------------+---------------+---------------+
| **      | **Number  |              |               |               |
| Route** | of Stops  |              |               |               |
|         | to be     |              |               |               |
| **N     | An        |              |               |               |
| umber** | nounced** |              |               |               |
+---------+-----------+--------------+---------------+---------------+
|         | *         | **Automated  | **Common to   | **Only on One |
|         | *Operator | List**       | Both**        | List**        |
|         | List**    |              |               |               |
+---------+-----------+--------------+---------------+---------------+
| 12      | 25        | 14           | 9             | 21            |
+---------+-----------+--------------+---------------+---------------+
| 25      | 27        | 30           | 23            | 11            |
+---------+-----------+--------------+---------------+---------------+
| 38      | 20        | 17           | 14            | 9             |
+---------+-----------+--------------+---------------+---------------+
| 51      | 28        | 12           | 11            | 18            |
+---------+-----------+--------------+---------------+---------------+
| 102     | 17        | 13           | 11            | 8             |
+---------+-----------+--------------+---------------+---------------+
| 132     | 18        | 12           | 10            | 10            |
+---------+-----------+--------------+---------------+---------------+
| 173     | 25        | 15           | 9             | 22            |
+---------+-----------+--------------+---------------+---------------+
| 257     | 7         | 5            | 5             | 2             |
+---------+-----------+--------------+---------------+---------------+
| **      | **167**   | **118**      | **92**        | **101**       |
| Total** |           |              |               |               |
+---------+-----------+--------------+---------------+---------------+

As indicated in the table, 92 stops were on both lists of stops. There
were an additional 75 stops on the operator lists that were not included
on the automated announcer list, and 26 stops on the automated announcer
list that were not on the operator lists.

**Adequacy of Stop Lists**

To assess whether the stops included on the operator lists and automated
announcer lists are sufficient to meet the requirements of the
regulations for identifying transfer points, major intersections and
destinations, and for orienting passengers to their location, the review
team developed stop lists for one direction of travel for each of the
eight routes identified in Table 4.5. The purpose of the review team's
list was to provide a point of reference by approximating the number of
stops needed to meet the regulatory criteria in the judgment of the
review team. The review team's list is not intended to replace KCATA's
stop lists but rather to indicate the adequacy of the number of stops
included on KCATA's stop list. Any revisions to KCATA's stop lists
should be made by KCATA staff using their superior knowledge of local
conditions, with input from members of the local disability community.

The review team developed its list of stops by applying the regulatory
criteria through the following factors:

-   **Transfer points**. Stops where two or more routes cross; and the
    first stop after two or more routes that share a common route
    segment converge or the last stop before they diverge

-   **Major intersections**. Stops at cross streets which appear, by
    line width on KCATA's system route map, to be major travel arteries
    on KCATA's system map

-   **Major Destinations**. Facilities identified on KCATA's system map
    as major destinations

-   **Orientation.** Stops immediately after points that routes turn
    from one street to another. If multiple turns are made within a
    block of each other, stops immediately following the last of the
    multiple turns. In addition, stops at intervals of more than a half
    mile from the previously announced stop. Admittedly, passage of time
    is also an important factor in determining which stops should be
    announced for purposes of orientation. However, since there was no
    practical way to incorporate passage of time into this particular
    analysis, it was omitted in developing the review team's stops list.

The results of this analysis are presented in Table 4.6. The table
presents the total number of stops identified for announcement for eight
sampled routes (12 WB, 25 NB, 38 SB, 51 SB, 102 WB, 132 NB, 173 SB, and
257 SB). The table also includes the number of stops identified in the
review team's list that are not included on KCATA automated announcer or
operator lists and the number of stops included on KCATA automated
announcer or operator lists that were not included on the review Team's
lists.

**Table 4.6 -- R**eview of KCATA Stop Lists

  ------------- ----------- ------------- ---------------- ----------------
                            **Total       **Review Stops   **KCATA Stops
                            Stops**       not in KCATA     not in Review
                                          Lists**          List**

  Review List               196                            

  Automated     Total       116           86               7
  List                                                     

                \% of       59%           44%              4%
                Review                                     

  Operator List Total       111           94               9

                \% of       57%           48%              5%
                Review                                     
  ------------- ----------- ------------- ---------------- ----------------

As can be seen in Table 4.6, in the review team's judgment, many more
stops should be included on KCATA's lists to meet the criteria
identified in the DOT ADA regulations. Table 4.7 categorizes the stop
announcements for the eight routes according to the regulatory criteria
requiring the announcement. Since many stop announcements are required
by multiple criteria, the totals in Table 4.7 exceed the 196 stops
identified in Table 4.6.

**Table 4.7 -- Cri**teria for Stops on Reviewers List

  --------------- ----------------------------------------- ------------------
  **Criteria**                                              **Number**

  Major                                                     37
  Intersections                                             

  Major                                                     33
  Destinations                                              

  Transfer Points                                           154

  Orientation                                               

                  Turns                                     90

                  Interval Between Stops                    0
  --------------- ----------------------------------------- ------------------

Generally, the stops identified for announcement in downtown locations
were consistent with KCATA stop lists. By contrast, in outlying areas,
the review team identified many more stops with transfers and routes
with turns that necessitated announcements than were included on the
stop lists. It should be noted that based on reviewers limited
familiarity with the Kansas City area street system, major intersections
and destinations and intervals may be somewhat understated.

**Location of Announcements**

During the field review, there were observations of stop announcements
made at or after the bus passed the stop. These late announcements
appeared to occur more often at stops outside downtown on arterial
streets, where buses traveled at higher speeds. The stop announcements
are programmed to begin based on the distance before the stop that is
inputted into the system database by the transit operator. Allowing two
seconds for the announcement, two seconds for a passenger to respond and
request the stop, and an additional two seconds for the operator to
respond and decelerate to the stop, indicates that the announcement
should be initiated at least six seconds before the bus reaches the
stop. Table 4.8 shows the distances ahead of a stop that an announcement
would need to begin for a six-second lead time at different travel
speeds.

**Table 4.8 -- Lead Distance for Stop Announcements**

+----------------------+---------------------+-------------------------+
| **Speed**            | **Speed**           | **Lead Distance**       |
|                      |                     |                         |
| **(mile per hour)**  | **(feet/second)**   | **@ 6 seconds (feet)**  |
+----------------------+---------------------+-------------------------+
| 10                   | 15                  | 88                      |
+----------------------+---------------------+-------------------------+
| 15                   | 22                  | 132                     |
+----------------------+---------------------+-------------------------+
| 20                   | 29                  | 176                     |
+----------------------+---------------------+-------------------------+
| 30                   | 44                  | 264                     |
+----------------------+---------------------+-------------------------+
| 40                   | 59                  | 352                     |
+----------------------+---------------------+-------------------------+
| 60                   | 88                  | 528                     |
+----------------------+---------------------+-------------------------+

The actual lead distance for stops on the randomly selected sample
routes (12 WB, 25 NB, 38 south SB, 51 SB, 102 WB, 132 NB, 173 SB, and
257 SB), were analyzed to determine their adequacy to permit
announcements to be made before the stop. The stops are categorized by
lead distance in Table 4.9.

**Table 4.9 Lead Distance from Stop for Programmed Announcements**

  ------------ ------------------------------------ ------ ------- ------- ------ -------
  Lead                                              75     200     300     450    Total
  distance to                                                                     
  stop (feet)                                                                     

  Speed                                             9      23      34      51     
  required to                                                                     
  travel                                                                          
  distance in                                                                     
  6 seconds                                                                       
  (MPH)                                                                           

  Number of                                                                       
  stops                                                                           
  programmed                                                                      
  for each                                                                        
  lead                                                                            
  distance                                                                        

               Number of stops                      4      21      91      5      121

               Percentage of all stops              3.3%   17.4%   75.2%   4.1%   100
  ------------ ------------------------------------ ------ ------- ------- ------ -------

As indicated in the table most stops (79.3%) appear to be programmed to
begin stop announcements sufficiently before the stop for speeds of 34
MPH or greater. 3.3% of the stops require speeds of less than 9 MPH and
another 17.4% require speeds of less than 23 MPH to permit adequate time
to announce the stop before reaching the stop. The lead distances for
programmed stop announcements appear to be reasonable based on the
distribution for different speeds.

However, given the observation of reviewers and customer observations
that announcements are being made too late to request a stop, KCATA
should review the lead distance and vehicle speed settings, particularly
in locations where buses may exceed the speeds indicated by the lead
distances currently input into the system.

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

1.  Of 58 observations of route segments, no stop announcements were
    made on 11 (19 percent) of the routes.

2.  The average (mean) interval between announcements exceeded five
    minutes on 16 (28 percent) of the route segments observed by the
    review team, and the average interval between announcements was
    between three and five minutes on 13 (22 percent) of the route
    segments.

3.  For the 44 route segments observed with automated announcements, the
    average interval between stop announcements exceeded three minutes
    on 26 (59 percent) of the route segments.

4.  The interval between stop announcements exceeded three minutes on
    all of the routes relying upon operators to make voice
    announcements. Of the 14 routes with inoperable automated stop
    announcement systems, operators made voice announcements on only
    three (21 percent).

5.  The stop lists used by KCATA do not appear to adequately address DOT
    regulatory requirements to announce stops at transfers to other
    routes and to announce stops sufficiently to orientate passengers. A
    comparison of KCATA's automated and operator stop lists to lists
    developed by review team for eight sample routes indicates that many
    stops where multiple routes converge, diverge, or cross and stops at
    turns on routes, are not included on KCATA's lists.

6.  The list of stops to be announced by the automated system appears to
    be inconsistent with the list of stops to be announced that is
    provided to operators. Based on a review of eight routes, 92 stops
    were common to both lists of stops. There were an additional 75
    stops on the operator lists that were not included on the automated
    list and 26 stops on the automated list that were not on the
    operator list.

7.  Stop announcements outside of downtown Kansas City made by the
    automated system are often made too close or even after the bus
    stop. In calibrating the time when the automated system makes the
    stop announcements, KCATA does not appear to fully account for the
    higher speeds that buses are traveling outside of downtown Kansas
    City.

8.  Two of twelve operators interviewed said that they report a
    malfunctioning public address system when identified; the other ten
    operators said that they do not.

9.  There appears to be a large number of vehicles with automated stop
    announcement systems that are either not turned on or are not
    reported and recorded as needing repair. The automated stop
    announcement equipment was not working on 14 (24 percent) of the 58
    buses observed. Assuming the same failure rate for all KCATA
    vehicles, approximately 53 of the approximately 220 buses used in
    daily service will have inoperable automated announcement systems.
    As reported in Section 3.5, an average of 10.6 automated stop
    announcement systems are repaired per week or 2 or 3 repairs per
    day. The discrepancy between 53 inoperable systems and two to three
    daily repairs indicates that many systems are either operational and
    not turned on properly, or inoperable and not reported and recorded
    as in need of repair.

10. Most operators understood the need to make stop announcements when
    the automated system is not operating properly and said that they
    make voice stop announcements when this occurs.

11. About half of the operators were not aware that the buses had a
    public address system that could be used for voice announcements.

12. Half of the operators interviewed were aware of the stop lists in
    the ring-bound handbook KCATA provided to them, and the other half
    were not.

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

1.  KCATA should consider establishing a program to monitor performance
    of stop announcements on a more frequent and consistent basis. It
    may consider expanding its current secret rider program.

2.  KCATA should review and revise its automated stop list to include
    all stops where different bus routes converge, diverge, or cross and
    stops located after the route turns from one street to another.

3.  KCATA should revise the stop lists issued to operators to make them
    consistent with the automated stop lists.

4.  KCATA should review the timing of stop announcements made by the
    automated system, particularly outside downtown Kansas City, so that
    they are made sufficiently early for a passenger to signal a stop
    request and for the operator to make the stop safely.

5.  KCATA should establish a procedure to monitor operator inspections
    of automated stop announcement systems. Spot checks of vehicles by
    road supervisors or inspections by starters or mechanics after
    pull-in are two possible methods for spot checks. Operators who fail
    to properly inspect and report problems should be subject to
    remedial action as a means of improving reporting of automated
    systems that are not operating properly.

6.  KCATA should train and re-train its operators in the proper use of
    the public address system.

7.  KCATA should train and re-train its operators in the proper use of
    the stop lists in the ring-bound handbook it provides them.

# Vehicle/Route Identification Performance

[]{.mark}

This section of the report addresses KCATA's efforts to implement the
requirement to identify the bus route to customers waiting at stops
shared by more than one route. Included in this section are:

-   A description of the regulatory requirements related to
    vehicle/route identification

-   A summary of consumer comments from telephone interviews

-   A summary of operator comments from interviews with team members

-   A description of the review team's method for reviewing route
    identification efforts

-   A summary of information collected and observations made regarding
    route identification

[]{.mark}

## Regulatory Requirements

[]{.mark}

Section 37.167(c) of the DOT regulations implementing the ADA contains
the following requirement related to the identification of fixed route
services:

*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.*

[]{.mark}

## Consumer Comments

[]{.mark}

During interviews, five KCATA bus riders who are blind or have low
vision had a common complaint that operators failed to identify the bus
route to customers waiting at stops. Interviewees also noted that
operators do not always pull the bus to the curb and sometimes pass the
stop.

The focus of the one formal complaint filed with FTA that was relevant
to this review was stop announcements -- not route identification.
KCATA's summary of complaints does not identify ADA issues by
sub-categories. It is therefore not possible to differentiate between
KCATA complaints concerning stop announcements and those concerning
route identifications.

## Bus Operator Interviews

[]{.mark}

As discussed in Section 4 of this report, the review team interviewed 12
KCATA operators. Most operators said they made external route
announcements only when they thought that the announcements were needed
(i.e., when they see a visually impaired person, a person who seems
confused or lost, or on request). Three of the operators interpreted the
requirement to make external announcements as applying only when the
route display signs were not operating.

When operators were asked what information is included in their external
announcements, two said the route destination and two others said they
provided the route number.

Most operators said that the initial training and the training updates,
which they received for all aspects of their duties, were adequate. A
few operators indicated that route announcements are not covered in the
training.

[]{.mark}

## Review Team Observations

## []{.mark} {#section-3 .unnumbered}

On Tuesday, January 16, and Wednesday, January 17, the review team
members and FTA regional staff made observations at major bus stops
shared by more than one route to assess KCATA's performance in
identifying bus routes to waiting passengers. Because the DOT ADA
regulations require route identification only at stops served by more
than one bus route, the best opportunity to observe route identification
was at stops served by numerous routes with frequent service. These bus
stops included:

-   Main Street and 10th (Transit Center)

-   Main Street at 11th and 12th

-   Grand at 10th, 11th, and 12th (northbound)

-   Baltimore at 11th

-   Troost at 39th

-   Union Station

-   Plaza

[]{.mark}

The observations took place at different times of day on both days. In
addition, team members noted whether there were route identification
announcements when they boarded buses during the two days.

[]{.mark}

Although all buses are equipped with automated announcer systems that
include external speakers, KCATA has not initiated operation of the
external speaker system. KCATA's goal is to implement operation of the
external speaker systems by the end of 2007.

[]{.mark}

The review team made a total of 68 observations of buses at stops shared
by more than one route. They observed only one external route
announcement. In that single instance, the head sign was not working on
the bus.

Additionally, there were several observations of operator behavior that
would make it difficult, if not impossible, for a blind person, a person
with low vision, or a person with cognitive disabilities to identify the
bus route. One operator stopped beyond the stop. Another operator
stopped in the middle of the street. One operator did not stop at all.
One operator refused to open the door, and a second did not open the
door, waiting for passenger's indication of whether to stop.

Attachment K presents detailed data for each observation.

## Findings

[]{.mark}

1.  The review team observed only one route announcement in 68
    observations.

2.  The automated route announcement equipment is not operational. KCATA
    plans to make the equipment operational by the end of 2007.

3.  Of 12 operators interviewed, none understood the requirement to make
    route announcements at stops shared by more than one route so that
    people who are blind, have low vision, or cognitive disabilities
    which prevent them from identifying the bus can identify the route.

4.  A number of operators were observed stopping only in response to a
    signal from waiting customers.

[]{.mark}

## 5.6 Recommendations {#recommendations-2 .unnumbered}

[]{.mark}

1.  KCATA should revise its operator training to ensure that operators
    understand the requirement to make route announcements at any stop
    shared by more than one route.

2.  KCATA should implement the automated route announcement component of
    its automated announcer system as expeditiously as possible.

3.  In addition to monitoring driver performance for making route
    announcements and disciplining operators for failing to make route
    announcements (as discussed in Section 3.7) KCATA should implement
    monitoring and discipline to address operator failure to stop where
    people are waiting at the bus stop.

**Attachment A**

**On-Site Review Schedule**

**Review of ADA Stop Announcements**

**Kansas City Area Transportation Authority (KCATA), Kansas City, MO**

**January 16-19, 2007**

**On-Site Schedule**

![](media/image1.wmf)

**Attachment B**

**KCATA Response to Draft Report**

![](media/image2.png){width="7.388194444444444in"
height="9.54513888888889in"}

![](media/image3.png){width="7.247916666666667in"
height="9.363194444444444in"}

![](media/image4.png){width="7.279861111111111in"
height="9.404861111111112in"}

![](media/image5.png){width="7.0055555555555555in"
height="9.058333333333334in"}

![](media/image6.png){width="7.0055555555555555in"
height="9.041666666666666in"}

![](media/image7.png){width="7.04375in" height="9.124305555555555in"}

![](media/image8.png){width="7.04375in" height="9.115972222222222in"}

![](media/image9.png){width="6.999305555555556in"
height="9.041666666666666in"}

![](media/image10.png){width="7.0375in" height="9.099305555555556in"}

![](media/image10.png){width="6.993055555555555in"
height="9.033333333333333in"}

![](media/image11.png){width="7.088888888888889in"
height="9.165277777777778in"}

[]{.mark}

[]{.mark}

![](media/image12.png){width="7.024305555555555in"
height="9.154166666666667in"}

![](media/image13.png){width="7.075in" height="9.211805555555555in"}

![](media/image14.png){width="7.075in" height="9.23611111111111in"}

![](media/image15.png){width="7.106944444444444in"
height="9.269444444444444in"}

![](media/image16.png){width="7.05625in" height="9.19513888888889in"}

![](media/image17.png){width="7.05625in" height="9.19513888888889in"}

![](media/image18.png){width="7.05625in" height="9.19513888888889in"}

![](media/image19.png){width="7.05625in" height="9.19513888888889in"}

![](media/image20.png){width="7.05625in" height="9.19513888888889in"}

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height="9.186805555555555in"}

![](media/image22.png){width="7.05625in" height="9.19513888888889in"}

![](media/image23.png){width="7.011805555555555in" height="9.1375in"}

**Attachment C**

**KCATA Instructor**

**Observation or Ride Report of Driving Practices**

**Attachment D**

**Service Evaluation Form**

**Attachment E**

**Operators Vehicle Report**

**Attachment F**

**Periodic Maintenance Inspection Forms**

**Attachment G**

[]{.mark}

**Fixed Route Operator Interview Form**

**[Fixed Route Driver Interview Form]{.underline}**

Agency: [Kansas City Area Transportation Authority - KCATA]{.underline}

Driver Name
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Date and Place of Interview
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Reviewer
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

1.  How long have you been a bus operator?

2.  When do you make on-board stop announcements?

3.  Are you provided a list of stops to announce?

4.  What do you do if a passenger asks you to announce a stop?

5.  Do you announce your route to waiting customers?

    a.  If yes, when, at what type of stops?

    b.  What do you announce?

6.  Do you drive buses that have automated stop announcement systems?
    How often

> a\. In your experience, does the automated stop announcement system
> typically work?
>
> b\. What do you do if the stop announcement system is not working?

7.  Do you drive buses that make automated external bus route
    announcements? How often?

    a.  In your experience, does the external route announcement system
        typically work?

    b.  What do you do if the bus route announcement system is not
        working?

8.  Do you use the PA system to make on-board stop announcements? How
    often?

    a.  In your experience, does the PA system typically work?

    b.  What do you do if the PA is not working?

9.  Do you check at the beginning of each shift to see if the PA or
    enunciator equipment is working?

    a.  If it is not working what do you do?

10. Do you have any problems with making on-board stop and route
    announcements?

11. Do you feel that you have all the information and training that you
    need to make the proper on-board stop announcements? Is there
    anything that would help you?

[]{.mark}

**Attachment H**

[]{.mark}

**On-Board Fixed Route Stop Announcement**

**Assessment Form**

On-Board Fixed Route Stop Announcements Assessment Form

Transit System Name: [KCATA: Kansas City, MO]{.underline} Date:
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Route #/Line Name:
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
Bus or Car #\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Boarded at: \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_
Disembarked at:
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Time: \_\_\_\_\_\_\_\_\_\_\_\_\_ AM / PM Time:
\_\_\_\_\_\_\_\_\_\_\_\_\_ AM / PM

+------------------------+-----+------+----+-----+-----+---+---+-----+
| Indicate below the     | *   |      |    | *   |     | * |   |     |
| stops that should be   | *In |      |    | *On |     | * |   |     |
| announced (transfer    | dic |      |    | -bo |     | E |   |     |
| points, major          | ate |      |    | ard |     | x |   |     |
| intersections, major   | Lo  |      |    | Ann |     | t |   |     |
| destinations).         | cat |      |    | oun |     | e |   |     |
|                        | ion |      |    | cem |     | r |   |     |
| **Source:** *bus       | Typ |      |    | ent |     | n |   |     |
| scheds, CDTA memos*    | e** |      |    | M   |     | a |   |     |
|                        |     |      |    | ade |     | l |   |     |
|                        |     |      |    | ?** |     | I |   |     |
|                        |     |      |    |     |     | D |   |     |
|                        |     |      |    |     |     | * |   |     |
|                        |     |      |    |     |     | * |   |     |
|                        |     |      |    |     |     |   |   |     |
|                        |     |      |    |     |     | * |   |     |
|                        |     |      |    |     |     | * |   |     |
|                        |     |      |    |     |     | A |   |     |
|                        |     |      |    |     |     | n |   |     |
|                        |     |      |    |     |     | n |   |     |
|                        |     |      |    |     |     | o |   |     |
|                        |     |      |    |     |     | u |   |     |
|                        |     |      |    |     |     | n |   |     |
|                        |     |      |    |     |     | c |   |     |
|                        |     |      |    |     |     | e |   |     |
|                        |     |      |    |     |     | m |   |     |
|                        |     |      |    |     |     | e |   |     |
|                        |     |      |    |     |     | n |   |     |
|                        |     |      |    |     |     | t |   |     |
|                        |     |      |    |     |     | M |   |     |
|                        |     |      |    |     |     | a |   |     |
|                        |     |      |    |     |     | d |   |     |
|                        |     |      |    |     |     | e |   |     |
|                        |     |      |    |     |     | ? |   |     |
|                        |     |      |    |     |     | * |   |     |
|                        |     |      |    |     |     | * |   |     |
+------------------------+-----+------+----+-----+-----+---+---+-----+
| **Location**           | *   | *    | ** | *   | **N | * | * | *   |
|                        | *Tr | *Int | De | *Ye | o** | * | * | *N/ |
|                        | ans | erse | st | s** |     | Y | N | A** |
|                        | f** | ct** | ** |     |     | e | o |     |
|                        |     |      |    |     |     | s | * |     |
|                        |     |      |    |     |     | * | * |     |
|                        |     |      |    |     |     | * |   |     |
+------------------------+-----+------+----+-----+-----+---+---+-----+
|                        |     |      |    |     |     |   |   |     |
+------------------------+-----+------+----+-----+-----+---+---+-----+
|                        |     |      |    |     |     |   |   |     |
+------------------------+-----+------+----+-----+-----+---+---+-----+
|                        |     |      |    |     |     |   |   |     |
+------------------------+-----+------+----+-----+-----+---+---+-----+
|                        |     |      |    |     |     |   |   |     |
+------------------------+-----+------+----+-----+-----+---+---+-----+
|                        |     |      |    |     |     |   |   |     |
+------------------------+-----+------+----+-----+-----+---+---+-----+
|                        |     |      |    |     |     |   |   |     |
+------------------------+-----+------+----+-----+-----+---+---+-----+
|                        |     |      |    |     |     |   |   |     |
+------------------------+-----+------+----+-----+-----+---+---+-----+
|                        |     |      |    |     |     |   |   |     |
+------------------------+-----+------+----+-----+-----+---+---+-----+
|                        |     |      |    |     |     |   |   |     |
+------------------------+-----+------+----+-----+-----+---+---+-----+
|                        |     |      |    |     |     |   |   |     |
+------------------------+-----+------+----+-----+-----+---+---+-----+
|                        |     |      |    |     |     |   |   |     |
+------------------------+-----+------+----+-----+-----+---+---+-----+
|                        |     |      |    |     |     |   |   |     |
+------------------------+-----+------+----+-----+-----+---+---+-----+
|                        |     |      |    |     |     |   |   |     |
+------------------------+-----+------+----+-----+-----+---+---+-----+
|                        |     |      |    |     |     |   |   |     |
+------------------------+-----+------+----+-----+-----+---+---+-----+
|                        |     |      |    |     |     |   |   |     |
+------------------------+-----+------+----+-----+-----+---+---+-----+
|                        |     |      |    |     |     |   |   |     |
+------------------------+-----+------+----+-----+-----+---+---+-----+
|                        |     |      |    |     |     |   |   |     |
+------------------------+-----+------+----+-----+-----+---+---+-----+
|                        |     |      |    |     |     |   |   |     |
+------------------------+-----+------+----+-----+-----+---+---+-----+
|                        |     |      |    |     |     |   |   |     |
+------------------------+-----+------+----+-----+-----+---+---+-----+

Note: If announcements are made, how? using the PA system, by voice, or
by automated system:

\_\_\_\_\_PA \_\_\_\_\_Voice \_\_\_\_\_Auto

Announcements Clear/Audible? \_\_\_\_\_Yes \_\_\_\_\_No
\_\_\_\_\_Sometimes

Were other stops/locations called? \_\_\_\_\_Yes \_\_\_\_\_No

Notes:\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Signature and Name:
\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_

Attachment I

[]{.mark}

**On-Board Stop Announcement Data**

  -----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------
  **Date**         **Route**   **Dir**   **Bus**   **Boarding**                    **Alight**                    **Time**       **Stops                               
                                                                                                                                Announced**                           
  ---------------- ----------- --------- --------- -------------- ---------------- ------------ ---------------- -------------- ------------- ----------- ----------- ---------------
                                                   **Time**       **Location**     **Time**     **Location**     **Observed**   **Auto**      **Voice**   **Total**   **Inaudible**

  1/17             12          EB        2610      11:23          12th + Main      11:39        Jackson + Truman 0:16           11                        11          0

  1/17             12          WB        2208      11:44          Truman + Jackson 12:01        11th + Baltimore 0:17           9                         9           0

  1/16             24          WB        2308      5:29           Rt 24 +          6:02         11th + Grand     0:33           10                        10          0
                                                                  Brookside                                                                                           

  1/16             24          EB                  7:19           11+ Grand        7:37         Independence +   0:18           0                         0           0
                                                                                                Winner                                                                

  1/17             25          NB        2614      1:00           95 Livival +     1:40         11th + Cherry    0:40           15            0           15          0
                                                                  Bannister                                                                                           

  1/16             25          SB        2315      9:08           11th + Main      10:44        39th + Troost    1:36           29            0           29          0

  1/16             25          NB        2315      10:55          39th + Troost    11:14        17th + Troost    0:19           10            0           10          0

  1/16             25          NB        2215      11:15          17th + Troost    11:30        11th + Cherry    0:15           4             0           4           0

  1/16             28          EB        2229      10:23          Lindwood +       10:46        Blue Ridge Park  0:23           0                         0           0
                                                                  Gillham                       n Ride                                                                

  1/17             30          EB                  8:58           11th + Grand     9:16         Belmont +        0:18           8                         8           0
                                                                                                Gladstone                                                             

  1/16             37          NB        S-47      5:05           Armour +         5:41         Metro North Mall 0:36           2             0           2           1
                                                                  Burlington                                                                                          

  1/17             38          SB        S-97      7:58           Antioch          8:23         11th + Grand     0:25           11            0           11          5.5

  1/16             39          EB        8930      9:53           39th + Main      10:05        39th + Indiana   0:12           0             0           0           0

  1/16             47          EB                  8:44           state Line +     9:03         9th + Baltimore  0:19           4             0           4           0
                                                                  42nd                                                                                                

  1/16             51          SB        2601      9:05           10th + Main      9:25         47th + Nichols   0:20           0             0           0           0
                                                                                                Pkwy                                                                  

  1/16             53          RT        2611      12:05          Armour + Troost  12:45        12th + Grand     0:40           2             2           4           0

  1/16             54          SB        2611      9:38           10th + Grand     10:00        31st + Linwood   0:22           6             0           6           0

  1/16             57          NB        2209      9:38           47th + Main      9:43         39th + Main      0:05           3             0           3           0

  1/17             57          SB        9016      10:10          10th + Main      10:55        74th + Terrace   0:45           13            0           13          2

  1/16             57          NB        8969      11:05          47th + Broadway  11:30        11th + Walnut    0:25           0             0           0           0

  1/16             71          SB        2414      11:11          11th + Grand     11:30        35th + Prospect  0:19           0             0           0           0

  1/16             101         WB        9613      7:45           10th + Main      8:23         Indian Springs   0:38           2                         2           0

  1/17             101         EB        5110      8:22           Armstrong + 7th  8:41         10th +           0:19           0                         0           0
                                                                                                Main/Transit Ctr                                                      

  1/17             102         WB        5???      7:30           11th + Baltimore 7:41         10th + Central   0:11           3                         3           1.5

  1/17             104         EB        592       8:07           10th + Central   8:18         Ann + 7th -KC,KA 0:11           2                         2           0

  1/16             106         EB        5118      2:00           7th + Armstrong  2:16         10th + Main      0:16           1                         1           0

  1/16             107         WB        591       1:19           47th + Rainbow   1:38         7th +            0:19           5             1           6           0
                                                                                                Armstrong -                                                           
                                                                                                KC,KA                                                                 

  1/16             107         EB        104       11:15          Indian Springs   11:59        43rd + Booth     0:44           6                         6           0

  1/16             108         NB        9327      10:29          39th + Indiana   10:49        11th + Grand     0:20           7             0           7           0

  1/16             109         WB                  7:38           Independence +   7:55         11th + Grand     0:17           3                         3           0
                                                                  Winner                                                                                              

  1/17             123         EB        S-39      3:25           Union Station    3:45         23rd + Cleveland 0:20           7             0           7           0

  1/16             132         NB        280       4:55           8th + Grand      5:02         Armour +         0:07           3             0           3           0
                                                                                                Burlington                                                            

  1/17             133         NB        540       7:49           Vermont + Armour 7:57         Antioch          0:08           3             0           3           1.5

  1/16             133         SB        3387      11:08          Antioch          11:30        11th + Walnut    0:22           13            0           13          6.5

  1/17             135         NB        5123      7:27           11th + Walnut    7:44         Armour + Vernon  0:17           10            0           10          0

  1/16             137         SB        1248      9:00           Metro North      9:30         Antioch          0:30           0             2           2           2

  1/16             137         NB        1129      9:30           Antioch          9:57         Boardwalk Sq +   0:27           3             0           3           0
                                                                                                Metro Ctr                                                             

  1/16             142         SB        119       6:14           Metro North Mall 6:40         11th + Grand     0:26           9             0           9           4.5

  1/16             142         NB        372       7:45           Grand + 8th      8:15         Metro North Mall 0:30           6             0           6           3

  1/16             156         RT        585       11:20          74 Terrace       12:16        74 Terrace       0:56           0             0           0           0

  1/17             173         SB        2313      9:50           Front St + Sears 10:11        Pershing + McGee 0:21           8             0           8           0

  1/16             183         EB        94        12:01          Independence     12:14        Rt 291 +         0:13           0             0           0           0
                                                                  Transfer                      Frontage                                                              

  1/16             235         EB        1131      11:46          35th + Prospect  12:00        31st + Van Brunt 0:14           4             0           4           0

  1/16             243         SB        1236      10:19          Boardwalk        11:05        Antioch          0:46           0             1           1           0

  1/16             257         SB        1127      12:40          74th + Terrace   13:00        95 Livival +     0:20           2             0           2           0
                                                                                                Bannister                                                             

  1/16             285         NB        1123      11:35          Blue Ridge PnR   11:55        Independence     0:20           0             0           2           0
                                                                                                Transfer                                                              

  1/16             291         SB        1113      4:41           Truman Library   4:50         Independence     0:09           1             0           1           0
                                                                                                Transfer                                                              

  1/16             292         WB        109       5:03           Independence     5:27         Rt 24 +          0:24           0             0           0           0
                                                                  Transfer                      Brookside                                                             

  1/16             293         WB        1123      12:45          Southview Manor  12:58        Independence     0:13           1             6           7           0
                                                                                                Transfer                                                              

  1/16             MAX         SB        3504      3:06           11th + Grand     3:21         Main + Linwood   0:15           8             0           8           0

  1/16             MAX         NB        3506      3:22           Main \_ Linwood  3:40         9th + Grand      0:18           11            0           11          0

  1/16             MAX         SB        3511      3:40           14th + Wyandotte 4:00         Main + 45th      0:20           10                        10          0

  1/16             MAX         NB        3512      4:35           Main + 45th      4:52         12th + Main      0:17           10                        10          0

  1/16             MAX         NB        3507      7:37           9th + Oak        8:00         Plaza            0:23           0             13          13          6.5

  1/16             MAX         NB        3500      8:10           Plaza            8:55         11th + Main      0:45           19            0           19          0

  1/16             MAX         SB        3508      9:45           Convention       9:56         Linwood          0:11           6             0           6           0
                                                                  Center                                                                                              

  1/16             MAX         NB        3500      10:10          Linwood          10:20        Union Station    0:10           3             0           3           0

  1/16             MAX         SB        3508      10:32          Union Station    11:00        47 + Nichols     0:28           8             0           8           0
                                                                                                Pkwy                                                                  

                                                                                                                                                                      

  **58                                                                                                           22:48          311           25          338         34
  observations**                                                                                                                                                      

                                                                                                                                **92%**       **7%**                  **11%**
  -----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

**Attachment J**

**KCATA Transfer Points**

![](media/image24.wmf){width="6.5in" height="5.177083333333333in"}

![](media/image25.wmf){width="6.5in" height="5.177083333333333in"}

**Attachment K**

**External Route Identification Data**

  ------------ ----------------- ---------- ----------- -------- -----------------
  **Date**     **Location**      **Time**   **Route**   **Bus    **Route
                                                        \#**     Announced?**

  17-Jan       10^th^ + Grand    07:25      53          8952     No

  17-Jan       10^th^ + Grand    07:30      28xx        2409     No

  17-Jan       10^th^ + Grand    07:30      30          2605     No

  17-Jan       10^th^ + Grand    07:35      71          9606     No

  17-Jan       10^th^ + Grand    \-         24          2323     No

  16-Jan       10^th^ + Main     05:02      28          2223     No

  16-Jan       10^th^ + Main     05:06      \-          2606     Yes

  16-Jan       10^th^ + Main     05:07      28x         8969     No

  16-Jan       10^th^ + Main     05:11      47          S-67     No

  16-Jan       10^th^ + Main     05:15      28x         9633     No

  16-Jan       10^th^ + Main     05:17      51          9624     No

  16-Jan       10^th^ + Main     05:22      28x         9616     No

  16-Jan       10^th^ + Main     05:30      173         2617     No

  16-Jan       10^th^ + Main     05:31      28x         2232     No

  16-Jan       10^th^ + Main     05:41      126         9630     No

  16-Jan       10^th^ + Main     05:45      28x         2220     No

  16-Jan       10^th^ + Main     05:45      47          S-101    No

  16-Jan       10^th^ + Main     06:01      47          S-41     No

  16-Jan       10^th^ + Main     07:31      106         S-71     No

  16-Jan       10^th^ + Main     07:45      101         613      No

  16-Jan       10^th^ + Main     09:00      51          2601     No

  16-Jan       10^th^ + Main     09:01      10          573      No

  16-Jan       10^th^ + Main     09:02      101         9613     No

  17-Jan       10^th^ + Main     06:56      51          2316     No

  17-Jan       10^th^ + Main     07:05      106         S-120    No

  17-Jan       10^th^ + Main     07:05      173         2313     No

  17-Jan       10^th^ + Main     07:10      51          2210     No

  17-Jan       10^th^ + Main     07:15      101         S-110    No

  17-Jan       11^th^ +          07:21      126         \-       No
               Baltimore                                         

  17-Jan       11^th^ +          07:25      25          9628     No
               Baltimore                                         

  17-Jan       11^th^ +          07:29      101         \-       No
               Baltimore                                         

  17-Jan       11^th^ +          07:30      102         \-       No
               Baltimore                                         

  16-Jan       11^th^ + Grand    01:48      24          9602     No

  16-Jan       11^th^ + Main     08:54      25          \-       No

  16-Jan       11^th^ + Main     09:00      12          9515     No

  16-Jan       11^th^ + Main     09:08      25          2315     No
  ------------ ----------------- ---------- ----------- -------- -----------------

[]{.mark}

[]{.mark}

  ---------- ------------------- ---------- ----------- -------- ----------------
  **Date**   **Location**        **Time**   **Route**   **Bus    **Route
                                                        \#**     Announced?**

  16-Jan     12^th^ + Grand      01:12      \-          2802     No

  16-Jan     12^th^ + Grand      01:20      71          2307     No

  16-Jan     12^th^ + Grand      01:24      53          9609     No

  16-Jan     12^th^ + Grand      01:56      53          5401     No

  16-Jan     12^th^ + Grand      02:01      24          2218     No

  16-Jan     12^th^ + Grand      02:07      71          2210     No

  16-Jan     12^th^ + Grand      02:08      142         5113     No

  16-Jan     12^th^ + Grand      02:11      108         2230     No

  16-Jan     12^th^ + Grand      02:16      71          9631     No

  16-Jan     12^th^ + Grand      02:17      24          2310     No

  16-Jan     12^th^ + Grand      02:24      71          2414     No

  16-Jan     12^th^ + Grand      02:25      8           9327     No

  16-Jan     12^th^ + Grand      02:25      28x         2614     No

  16-Jan     12^th^ + Grand      02:26      54          5303     No

  16-Jan     12^th^ + Grand      02:27      57          9621     No

  16-Jan     12^th^ + Grand      02:29      24          9620     No

  16-Jan     12^th^ + Grand      02:36      71          2607     No

  16-Jan     12^th^ + Grand      02:42      108         2609     No

  16-Jan     12^th^ + Grand      02:43      71          2307     No

  16-Jan     12^th^ + Grand      02:44      24          2221     No

  16-Jan     12^th^ + Grand      \-         \-          9327     No

  16-Jan     12^th^ + Grand      \-         142         S-100    No

  17-Jan     12^th^ + Main       11:20      Max         3500     No

  17-Jan     12^th^ + Main       11:23      12          2610     No

  16-Jan     39^th^ + Troost     10:46      39          \-       No

  16-Jan     39^th^ + Troost     10:48      39          \-       No

  16-Jan     39^th^ + Troost     10:55      25          2610     No

  16-Jan     Plaza               08:10      Max         3500     No

  16-Jan     Union Station       10:20      \-          2209     No

  16-Jan     Union Station       10:22      Max         3506     No

  16-Jan     Union Station       10:32      Max         3508     No

  16-Jan     Union Station       11:05      57          8969     No
  ---------- ------------------- ---------- ----------- -------- ----------------

[]{.mark}

> **Total observations: 68**
>
> **Route identifications: 1**