DC ParaTransit Info

While the database issues mentioned previously are continuing, with reports that the Silver Spring staff have been extremely busy today trying to work around unspecified problems performing trips, DC ParaTransit Info is wondering what could cause an IVR reminder call this evening (made to customers the night before to remind them of their upcoming trips) to abort at the beginning of the message, stating:

A GPS Error has occurred

We’ve asked MetroAccess for more information, but we’re curious if this is related to the database issues, and more importantly - if this is indicative of a problem with IVR (and presumably, Trapeze) not being able to access/reference GPS data, what effect is this having on provisioning of trips?

Posted: 1 year, 1 month ago | [2] Comments
Categories: MetroAccess , WMATA | Tags: | By: miika.    Print This Post

Given the complexity and size of MetroAccess operations, the integrity of the databases that “power” it on a day to day basis is a critical issue.

We already witnessed the kind of chaos corrupted data can cause to the system - when MV Transit was importing data from the previous contractors, Logisticare, prior to taking over the contract, DC ParaTransit Info was sounding loud warnings to WMATA that there were major omissions and discrepancies in the database information being transferred. Unfortunately, these warnings went unheeded, but the flawed database migration was noted as one of the reasons for the abysmal transition period that gained such negative attention at the beginning of MV’s term.

Posted: 1 year, 1 month ago | No Comments
Categories: MetroAccess , WMATA | Tags: | By: Kathi.    Print This Post

You have to love auto-mailer systems.

I received a letter today reminding me that I need to recertify for MetroAccess soon.  The letter advised me to complete the enclosed application and return it to the office within 60 days of the date of their letter.

Except - no application form.

So I have to call them to tell them they forgot a rather important piece of information in their mailshot, and ask them to get it right.

Of course, their system probably has the 60-day clock started September 24th, the date on their letter (of which 7 days have already passed before I even received it).

Posted: 1 year, 5 months ago | No Comments
Categories: MetroAccess , WMATA | Tags: | By: Kathi.    Print This Post

WMATA Office of ADA Programs Press Release:

MetroAccess Set to Begin Door-to-Door Service on June 30, 2008

Starting on Monday, June 30, MetroAccess will begin providing door-to-door service. Under the new initiative, drivers will meet customers at the first exterior door of a building and escort them to the vehicle.

Metro’s Department of Access Services wants to make it easy for MetroAccess customers to learn more about door-to-door service. MetroAccess will host three Public Information Sessions to discuss the implementation of door-to-door service. Customers who attend will hear complete details about the new service and have a chance to ask questions. Please plan to attend one of the following sessions:

Posted: 1 year, 9 months ago | [2] Comments
Categories: MetroAccess , WMATA | Tags: | By: miika.    Print This Post

The Washington Post’s Lena Sun has an article in today’s issue regarding the mess that is MetroAccess’ certification process:

Nadia Ibrahim, a policy adviser for the Labor Department, gets to work from her Rockville home by taking MetroAccess, a paratransit service operated by Metro. Ibrahim, who has cerebral palsy, uses a wheelchair and a service dog.

Her disability is permanent.

But every three years, she must go through a time-consuming process that will cost Metro more than $1 million this year to prove a basic fact of life for her and thousands of other riders: Her disability makes it difficult for her to ride Metrorail or Metrobus and therefore qualifies her for curb-to-curb MetroAccess service.

Posted: 1 year, 9 months ago | No Comments
Categories: In The Media , MetroAccess | Tags: | By: miika.    Print This Post

One of the few “nice” things about Logisticare’s handling of the MetroAccess contract was the diligence and compassion many drivers displayed towards providing practical levels of service to MetroAccess riders, informal assistance that was effectively stopped quite hard when MV Transit took over the service.

Part of that compassion and provision of practical service was the pseudo “door-to-door” service many drivers gave riders, as opposed to curb to curb.

Whilst WMATA initially tried to include this in their “perks” accusations of the time, the simple fact of the matter remained that this informal arrangement drivers offered to riders was, in many cases, the only way the service could be made to work efficiently.

Posted: 1 year, 9 months ago | No Comments
Categories: MetroAccess | Tags: | By: Kathi.    Print This Post

Presumably, since both my husband and myself received them, MetroAccess has sent a mailshot to all MetroAccess riders containing the new Customer Guide booklet.

The accompanying letter is reproduced below - spelling errors are ours as a result of the scanning process.

April 18. 2008

To our valued MetroAccess customers:

As part of our ongoing efforts to improve service, beginning June 30, 2006, we will require all MetroAccess customers to show their valid MetroAccess ID card 100% of the time.

Posted: 1 year, 9 months ago | No Comments
Categories: MetroAccess | Tags: | By: Kathi.    Print This Post

Lena Sun of the Washington Post writes that the Metro Board has approved a plan to spend up to $1 million hiring “professional” mystery riders, who will go out and assess MetroRail and MetroBus services.

This isn’t a new idea.  As the Post notes, it’s been done before, albeit using trained volunteers - and is something we at DC ParaTransit Info has mentioned before.

Done properly, it can produce relatively unbiased metrics about the service, as opposed to the idea of using customer feedback.  Customer feedback tends to only concentrate on negatives - how many people actually take the time to call or write to WMATA to tell them they’re doing a good job?

Posted: 1 year, 10 months ago | 1 Comment
Categories: In The Media , MetroAccess , MetroBus , MetroRail , WMATA | Tags: | By: Kathi.    Print This Post

Updated 4-16-2008 @ 8:26am

WMATA is geared up for Pope Benedict XVI’s visit to DC this week, with fixed-route service changes to cope with the expected crowds. This includes running rush-hour scheduling from 5am to 7pm on both Wednesday April 16th and Thursday April 17th.

Several fixed routes will be affected by rolling road closures over the course of the visit. The WMATA web site estimates that up to 16 fixed route bus services may be affected. MetroRail especially is likely to become very crowded, with large numbers of people from outside the area riding the system over the course of this once-in-a-lifetime event.

Posted: 1 year, 10 months ago | No Comments
Categories: Events , MetroAccess , MetroBus , MetroRail , WMATA | Tags: | By: Kathi.    Print This Post

In March 2004, a lawsuit was filed against WMATA¹, alleging that WMATA was failing to comply with federal laws with regards to the MetroAccess system.

Although the contractor providing MetroAccess service on behalf of WMATA changed (from LogistiCare to MV Transit) in 2006 the case continues to be in litigation.

Late last week, all MetroAccess subscribers received a “Notice of proposed class action settlement”²

At the moment, the Judge hearing the suit will be holding a “Fairness Hearing” on May 22nd 2008. This may be the last chance people have to comment or object to any part of the proposed Settlement Agreement.

Posted: 1 year, 11 months ago | 1 Comment
Categories: MetroAccess , WMATA | Tags: | By: Kathi.    Print This Post