Accessibility Advisory Committee
METROACCESS SUBCOMMITTEE MEETING MINUTES: December 21, 2020 In attendance: Paul Semelfort (Chair), Denise Rush (Vice-Chair), Darnise Bush, Tino Calabia, Melanie Jackson, Phillippa Mezile, Anthony Oberg, Phil Posner, and Patrick Sheehan.
Call to Order
Christiaan Blake, Managing Director, Access Services, started the meeting at 4:00 pm. Mr. Blake took a roll call of the Committee. Chair Semelfort read the Agenda and moved the meeting forward.
Review and Approval of Agenda and Minutes
The MAS approved December 21, 2020, meeting agenda as presented. The MAS approved the November 16, 2020, meeting minutes as written. Customer Service and Outreach Reports
Kay Clark, MTM, stated there were two public comments in the month of November. An AAC member had trouble with his reduced fare SmarTrip card, which was addressed by Christiaan Blake, Managing Director, Access Services. Mr. Blake thanked the Office of Eligibility for resolving the issue in less than 24 hours.
The second customer concerns were about the transparency and accountability within Metro, and the Memorandum of Understanding (MOU). The customer apologized to Mr. Blake for the way he spoke, and the apology was accepted. The customer was informed by Dr. Posner that the Committee is governed with By-Laws after the MOU expired. There was no outreach for this duration.
Michael Wilson and Rush Awards
Michael Wilson Award: Marlon Bates presented the Michael Wilson Award to Monique Brown for her stellar service with First Transit since 2013. Ms. Brown has received several commendations. She is committed to the job, follows strict safety regulations, and works with safety maintenance department. She has a dynamic personality, cheerful disposition, tireless energy, is a powerful force, and a hero! A pedestrian was hit by a motorcycle. Ms. Brown immediately jumped out of her vehicle at 9 pm with no concern of her personal safety. She stood in the middle of the street over top of the woman so that she did not get hit a second time and guided the traffic. Unfortunately, the woman did not survive. Ms. Brown is a worthy recipient of this award and is very deserving.
EZ Pay Password and Web-Booking Updates:
David Shaffer, Ombudsman, Office of ADA Policy and Planning, stated the change of web booking is moved back by a couple of weeks because of the messaging to customers about the drive-cams and the fulltime audio/video recording, as recommended. Mr. Shaffer stated all the recommendations received from the Committee are taken to heart. Chair Semelfort asked for an update about the web-booking issue that was reported earlier. The issue is that the reservation clock does not provide the option to book trips from 1:00am until 5:00am. Mr. Shaffer informed he can follow up on it in the next meeting.
MetroAccess Communication to Customers - Outages/Inclement Weather: Chair Semelfort stated MetroAccess phone lines malfunction recently and asked about remedies. Ms. Terrian Williams-Hall, Director, MetroAccess, stated although we build-in redundancy, there are times when we experience difficulties and we had three recent
events. She provided information about the instances that occurred on December 12th at
about 6am, when we experienced network and telephone service interruption due to heavy fog in the area that interfered with the laser network transmission. On November
17th, we suffered a systemwide outage after a pre-planned system on the telephone
system rendered a failure. On October 31st, during the pre-planned legacy ride service,
we lost network and capacity for substantial period of the day. Ms. Williams-Hall provided details of the issues and the remedies that have been adopted. She also informed about the steps taken to assist customers during and after the outages, and future remedies to avoid similar instances.
Ms. Williams-Hall stated while there is a hard-wire back-up that should have initiate once the network transmission fails, however, that back-up also failed to execute. MetroAccess management has since worked with WMATA IT Department and that IT Department has implemented procedural protocol to ensure immediate implementation hardwire back up in the event delays are ever interrupted again. The customers were contacted via the robo calls, messages were posted informing of the interruption and the proposed solution on the website and via e-alert. A phone number was activated, however, that took even longer than expected. As a result, MetroAccess accepted the same day service as a one-time remedy.
Ms. Williams-Hall informed that if the Operating Control Center (OCC) goes totally down, the strategy is to transport agents to our back up facility to Carmen Turner Facility (CTF) in Landover. An IVR message is set to alert the customers of the technical difficulties and encouraging them to give us a call back. During this transition of 90 minutes, Dispatch
maintains contact with the driver’s visibility with the vehicle, through push-to-talk devices that they utilize during the transport to the back-up facility. If it takes longer, we will extend the request time to ensure that all requests are honored.
Turning to the future, Ms. Williams-Hall stated we plan to provide work-from-home capability to more than the existing 25 Reservations Agents, all of dispatch, reservations, supervisors, and managers, by end of January or middle of February, in such a way that service can be offered from telework as a back-up, when needed.
Chair Semelfort asked about an interruption this week that lasted for a few hours. Ms. Williams-Hall stated on Monday, the system never did go down. We experienced intermittent interruption that lasted for about 30 seconds. We placed a message on the IVR until the system stabilized. At this time, Ms. Williams-Hall invited questions.
Vice-Chair Rush recommended an alternate phone number in case of outages, and to make it available for customers to use as needed. Ms. Williams-Hall stated there could be a potential of hundreds of customers calling one person. We are working towards a long-term solution that can be implemented by the end of first quarter of 2021.
A customer asked about MetroAccess contingency plan, and if it can be made public. Ms. Williams-Hall stated we do have back up OCC plan and the business continuity plan as stated a few minutes ago. However, those are not public facing documents.
Chair Semelfort asked about an efficient way to inform customers for them to plan during an outage, i.e. robo calls to customers. Ms. Williams-Hall stated that may not be the most prudent way to resolve the issue, given the time and duration of a particular outage. A customer commented about customers contacting Customer Service for MetroAccess. Ms. Williams-Hall stated it is not our policy to advise customers to call Customer Service. She clarified that some customers are savvy and will contact other offices or book their trips online. Ms. Williams-Hall stated there will be interruptions and we are establishing and sharing information about the remedies. The customer stated he is not hearing any contingency plan informing the customer that if they are stuck somewhere at 10pm, who do they can contact. Chair Semelfort stated what he hears the customer is saying could be placed in the next edition of the Customer Guide. Mr. Blake stated that is exactly what he was going to offer. The next edition of the Customer Guide will have the information made available for customers.
Chair Semelfort asked if a network issue occurs on a snow day, is it possible to ensure that is not any no-shows on customer records. Ms. Williams-Hall stated we can surely take that information when informed by the customer.
Chair Semelfort discussed the inclement weather notifications as it happened last week. He also commented about Metrobus e-alerts of moderate service. Mr. Blake stated in case of inclement weather, we send out robo calls for the following day to customers with scheduled trips to advise of the possible service impact. Mr. Blake stated MetroAccess does not have moderate service plan. Metrobus has option not to go on certain streets (main street versus side streets), whereas, MetroAccess does not have that option. Either MetroAccess provides the service to the customer or there is no service. That is why there is no moderate service on MetroAccess. The service level could be as follows:
(1) we want customers to be very careful,
(2) the door-to-door service changes to curb-to-curb,
(3) we want to encourage customers to cancel their trips, or
(4) we decide to cancel all trips due to the inclement weather/driving conditions. Chair Semelfort asked if this summary could be placed in the Customer Guide. Mr. Blake stated we can add it; as the Customer Guide is a living document. With that in mind, Mr. Blake added that a print format may not be the best format for the MetroAccess Customer Guide. It can be printed on as need basis, but an always up-to-date e-version might be best. He added that in today’s meeting alone, three recommendations were made to add into the Customer Guide. By the time a version gets printed it may already become obsolete. Mr. Blake asked the Committee to think about it as perhaps a mass printing and mailing of the Customer Guide may not be the practice moving forward.
Chair Semelfort asked Mr. Blake to elaborate on conditions that may cause a change from door-to-door to curb-to-curb service. Mr. Blake stated ice, heavy snow build-up, and untreated properties could cause the door-to-door service to change to curb-to-curb service for one or all customers.
DriveCam Services Update:
Ms., Williams-Hall stated effective January 1, 2021, all MetroAccess vans will be equipped with full in-service audio and video recordings. This is an upgrade to the existing service that is triggered by driving actions and is used to coach the drivers. The new service is called Live Video Streaming and the feature enhances existing benefits and improve safety with two cameras per vehicle: one facing the road and one facing the inside of the vehicle. The system captures the audio, speed, and the location of the vehicle. These
features are to further protect the passengers, drivers, and Metro, from fraudulent efforts drivers claim, and from passengers/drivers’ misconduct. While the audio and video are continuously recorded, they will be over-ridden after 50 hours unless there has been an incident and the content has been preserved by a WMATA personnel. Our policy requires that those videos will be located/downloaded by authorized WMATA personnel. Each authorized WMATA personnel member has signed a non-disclosure agreement.
The video clips are for strict use for the purposes of the performance of the paratransit duties, and the safe delivery of our service, including operator training and coaching of unsafe behaviors. They are used for safety analysis, responded to claims, litigation, and such. The live video services will be utilized enabling MTPD’s digital video evidence unit, to gain situational awareness when the call for service is initiated involving a MetroAccess vehicle. Ms. Williams-Hall specified several situations when the live video/audio may be helpful for passenger's safety, driver safety, vehicle checks, and other instances. She further stated that only the MTPD’s digital unit will have the live video access at the initiation of some kind of criminal activity. The Director of MetroAccess Services or the Managing Director, the Field Operations Manager, or the Fleet Maintenance Office, the live video is restricted to those resources. At this time, Ms. Williams-Hall invited question. Chair Semelfort asked about the MetroAccess vehicle camera being used for proper door-to-door policies being used. Ms. Williams-Hall stated the cameras are not to capture the door-to-door performance. Mr. Blake clarified that the cameras are facing the interior of the vehicle so it cannot see the door of the customer. It is for incident safety precaution. A customer stated earlier, he expressed his interest about the privacy policy and if a document with all the information detailed in this meeting, is available. Ms. Williams-Hall informed that the information is already posted on our website. The customer further asked if this camera footage will benefit the customer and asked if there is audio recording on Metrobus/Metrorail. Mr. Blake confirmed that the footage will be helpful. David Shaffer, Ombudsman, Office of ADA Policy and Planning, informed the customer that Metrobus does have recording and that there are signs posted informing about it. Mr. Shaffer stated there are recordings of voice and video on 7000 series. He said there are some cameras on Metro Stations where video and audio are recorded.
Chair Semelfort asked about the providers and the drivers being advised of the recordings. Ms. Williams-Hall stated although providers and drivers have known about it for over a year, the drivers were officially notified 60 days prior to implementation.
Scheduling and Dispatch Software Solicitation Update:
Ms. Williams-Hall provided an update about the Scheduling and Dispatch Software solicitation and stated the anticipation is to have an award by July 1, 2021, by the end of this fiscal year. Chair Semelfort volunteered to be a tester of the software, if needed. Mr. Sheehan asked about the request for purchase (RFP) being shared with the AAC. Ms. Williams-Hall stated once the document is public, it is available for the AAC. Mr. Blake stated we have taken the recommendations from the AAC. Once the process moves further to procurement, it cannot be shared with the AAC at that time. The rules and protocols will be followed as per the procurement processes. Ms. Williams-Hall stated she can share the high-level information in January not to compromise the procurement process.
Public Comments:
There were no public comments received via the [email protected] email, nor
via the phone number: 202 – 962 – 1100.
Dr. Posner asked about inauguration’s impact of service, and the Cares Act funds. Mr. Blake stated MetroAccess service will not be impacted for the remaining current and the next fiscal year. He does not have specifics of the inauguration of the Cares Act funds. Chair Semelfort talked about the motion for information to be placed on the IVR. Mr. Blake stated the information can be placed on IVR when it is official. As for the inauguration, there is a lot of uncertainty in the region, thus we do not know the specifics. Dr. Posner asked a question more relevant to Bus/Rail concerning freedom to carry fire-arms in Virginia, and the associated safety on inauguration. Mr. Blake informed that he would try and have something in the AAC meeting from the Chief of Police.
The customer stated his concerns about the issue about of an address field, procurement process of MetroAccess vehicles, the AAC By-Laws on WMATA website, 508 compliance, the role of ADAP in these meetings, specifically the lack of comments from the ADAP Director and reports from ADAP. Mr. Blake stated Carol Peredo Lopez is the Director, and has a much bigger role in the Bus/Rail Subcommittee meetings. Mr. Blake explained in MetroAccess Subcommittee meetings, we have Ms. Williams-Hall, Director of MetroAccess, Ms. Anderson, and often other MetroAccess staff members. Mr. Blake informed ADAP is responsible for ensuring that Metro is compliant with the ADA. The MetroAccess meeting is about operational not policy whereas ADAP role is about the policy and ensuring compliance.
With regard to procurements, Mr. Blake stated that the role of the AAC is to advice. Staff takes the advice under consideration and proceeds with the various procurements. Hands-on involvement in procurements or activities that appear to be negotiations between staff and the AAC regarding a specific procurement are not allowed. He further added, as an example, during the next fiscal year we are going to get the new vans with AAC’s recommendations under consideration, 50 more sedans, and initiate a procurement for minivans. Mr. Blake said the AAC will be able to provide advice and recommendations on each one. However, activities like sitting in vehicles and providing feedback will not occur. Once a solicitation is open, Mr. Blake stated that staff will provide expected time-to-completion updates only.
Adjournment
