Metro News Release

For immediate release: August 3, 2004

Metro expands bilingual customer information efforts

Metro launched a Spanish-language interactive voice response (IVR) system on its customer information phone line in June, and received more than 2,000 calls requesting the service during its first month in operation. When customers call the information line, 202-637-7000, they are prompted to " press one" for more information in English and to " press two" for more information in Spanish. Once connected to the Spanish language voice response, customers have access to a menu of information in Spanish ranging from fares, schedules and hours of operations to special or holiday schedules, lost and found and emergency information. Customers can " press zero" to reach a Spanish-speaking customer information agent during the call. Nearly 80 percent of callers who requested the Spanish-speaking option spoke with a Spanish-speaking Metro representative. The other 20 percent spoke with a Metro representative through the aid of a translation service. Metro plans to hire more bilingual staff to handle the large volume of requests. In addition, there are plans to erect new bilingual signs at Metrobus stops with bus information cases. The bus information panels will include details on fares, transfers and passes. For more information on Metro, visit www.metroopensdoors.com.

News release issued on August 3, 2004.