Metro News Release

For immediate release: October 5, 2007

Improvements Pay Off for MetroAccess

MetroAccess – a regional transit service for customers who cannot use Metrobus or Metrorail due to a disability – is attracting more riders than ever before and offering some of the best service passengers have seen in years, according to Metro managers.

"Our operating statistics show that MetroAccess service has improved dramatically since we transitioned to a new contractor in January 2006," said Assistant General Manager of Access Services Christian T. Kent. "The substantial investment in the system made through the support of our Board of Directors and General Manager is paying off."

MV Transportation took over the service early last year. Passengers complained of lengthy waits to be picked up, long trips and not being picked up at all. Rides were arriving as scheduled only 82 percent of the time during the first month of service, but have stayed above 92 percent thereafter. Last month, the on-time performance approached 94 percent. Over the last year, the average wait time on late trips has been cut in half. If rides are late, they are running an average of only 15 minutes behind schedule, which is a five year low.

Complaints have been cut by 60 percent from January 2006 to August 2007. Customers have shorter telephone wait times with most calls being answered within two minutes. Managers expect that level of service to improve when passengers are allowed to make reservations online, beginning later this fall.

"We expect to see fewer complaints once door-to-door service is implemented next spring," said Selene Faer Dalton-Kumins, MetroAccess Director. "Door-to-door service will reduce missed trips because drivers will connect with customers more directly by coming to their door. It is our hope that door-to-door service will also improve our on-time performance since our drivers will be empowered to expedite the boarding process."

Drivers currently wait up to 10 minutes at the curb of a pick-up location after a scheduled pick-up time. Under the new service initiative, drivers would wait up to five minutes for passengers at their door and then escort them from a building entrance to a MetroAccess vehicle.

Sixty-five new vehicles also will be in service next year and managers will upgrade ride scheduling software.

"This major increase in fleet size will produce better scheduling options and shorter trips and will have a favorable effect on on-time performance," said Dalton-Kumins.

The MetroAccess budget has grown to $62 million, a $10 million increase over last year. The extra money is paying for more staff, vehicles and improved technology to deliver higher quality and more efficient service. The agency also is hiring more staff and partnering with other agencies to encourage people with disabilities to ride buses and trains. If customers show their MetroAccess photo identification card to the rail station manager or bus operator, including most regional buses, they and one companion can ride for free.

"The bus or train can offer people with disabilities a more flexible and, in some cases, shorter trip," said Dalton-Kumins, who commutes to work by Metrorail in her wheelchair. "But for those who cannot use bus or rail service, we are committed to making MetroAccess the next best alternative."

MetroAccess serves 18,200 people in the metropolitan Washington region. The service has been operating since 1994.

News release issued at 12:00 am, October 5, 2007.