Metro News Release
For immediate release: June 27, 2008
Metro makes series of emergency communication improvements
Metro has implemented more than a dozen initiatives to improve communication with riders during emergencies, agency officials told the transit agency’s Board Thursday.
“We’ve made many improvements over the last several months. And the major service disruptions this month have shown us more improvements can be made,” said Metro Deputy General Manager Gerald Francis.
Agency officials say changes include distribution of evacuation maps, public address system upgrades, more frequent and widespread announcements and electronic notifications, and signs that can be placed on fare gates informing customers of major disruptions before they pay to enter.
“Other improvements such as providing wireless microphones to station managers during the papal visit and sporting events have proved helpful in directing and informing customers,” Francis said.
Metro managers say they’re striving for more frequent communication and coordination between personnel when there are disruptions. For example, additional personnel are sent to affected stations during disruptions to assist customers. The Downtown D.C. Business Improvement District and Golden Triangle Business Improvement District also have volunteered their personnel to inform Metro passengers of major delays when needed.
“We also need to give our customers a realistic expectation of how long they will be waiting for a ride. For example, they could be waiting a couple of hours before getting on a shuttle bus if there’s a major disruption to rail service. A train can carry 1,000 people compared to 50 on a bus, and buses get stuck in traffic,” Francis said.
The emergency communication improvements since October include:
• Electronic notification of bus disruptions to customers via the Web site and mobile devices in July.
• Making more frequent station announcements, more frequent and widespread electronic notification of delays through PDAs, electronic message boards in stations and Metro’s Web site.
• Producing magnetic signs on fare gates to inform customers of a closure or major disruptions before they pay to enter.
• Researching a standard location for passengers to board shuttle buses at stations during disruptions.
• Printing and distributing evacuation maps that provide bus route information, landmarks and points of interests in the vicinity each station. Station specific maps will be in stations by the end of July.
• Making announcements on train that inform riders if a train or bus makes an unscheduled stop of more than 30 seconds
• Upgrading the public address system in 38 underground stations by December.
• Having station managers use wireless microphones to communicate with customers inside stations.
• Having station managers monitor portable handheld radios for the most up-to-date developments.
• Providing station managers with emergency response training.
• Partnering with the Downtown DC Business Improvement District and Golden Triangle Business Improvement District personnel to Metro passengers of major delays when needed.
• Improving coordination with local government agencies.
News release issued at 12:08 pm, June 27, 2008.