Metro News Release
For immediate release: May 19, 2005
Metro Develops New Tools To Communicate With Its Customers On Escalator and Elevator Availability
New Information Will Soon be Available to Help Customers Navigate the Ups and Downs in the Metrorail System
At today’s Washington Metropolitan Area Transit Authority (Metro) Board Customer Service, Operations and Safety Committee, Metro staff detailed several new initiatives to provide greater information to customers who rely on Metro’s 588 escalators and 209 elevators each day. These initiatives, to be implemented this summer, will assist customers in planning their day-to-day activities while using the Metrorail system.
"The program will alert our customers to escalator and elevator outages, allow them to choose which stations, entrances and exits to use based on the equipment’s service availability, and inform them about the enhanced reliability of these units," said Leona Agouridis, Metro’s Assistant General Manager for Customer Communications.
Some of the new initiatives to take affect will include:
Daily status reports, progress updates, and specific work facts on modernization projects on Metro’s Web site at www.metroopensdoors.com.
E-mail to Metro customers of upcoming escalator and elevator modernizations.
E-mail to Metro customers when an escalator or elevator is removed from service for longer than one week.
Station specific free brochures with detailed schedules for escalator and elevator modernizations.
Enhanced signage outlining modernization schedules at specific stations.
News releases on elevator and escalator modernization projects.
Re-designed signage advising customers the reasons for outages, providing other service options, and the unit’s return to service.
In addition to these enhancements, Metro will reinforce accountability to all departments that are responsible in maintaining the daily operations of escalators and elevators. This will include greater oversight of Metro’s external contractors to ensure the placement of appropriate station signage; Metro’s station managers ensuring appropriate signage, and free brochures are available at their station; Metro’s station managers monitoring the availability of these units; and utilizing Metro’s new line managers to also monitor the daily operations of these units.
"No matter how diligently escalator and elevator repair staff are at their jobs, there will always be a small percentage of these units out of service daily due to Metro’s regular maintenance schedule, major rehabilitation program, and needed repairs when equipment breaks down or an accident occurring which triggers the requirement that the unit be taken out of service," said Jim Hughes, Metro’s Acting Deputy General Manager for Operations.
Over the last five years, escalator availability has increased from 89 percent in calendar year 2000 to 92 percent in 2005. On average, 44 of Metro’s 588 escalators are removed from service daily due to unscheduled repairs, modernizations, scheduled repairs or to be used as walkers if another unit is removed from service. Metro’s elevator availability has increased from 95 percent in calendar year 2002 to 97 percent in 2005. On average, six elevators are removed from service daily, mostly due to modernization work.
"We recognize that when the riding public sees an elevator or escalator out of service, there is a perception of a continuing issue with that unit," said Ms. Agouridis. "However, by improving station signage, providing current and accurate information and detailed information for long-term modernization programs, our customers will have a better sense and understanding of what is being done. That’s the purpose behind enhancing our communications messages to our customers. We expect our customers to benefit from this information."
News release issued on May 19, 2005.