Massachusetts Bay Transportation Authority

In the Spring of 2011, the Red Line had a Peer Review for the implementation of Single Person Train Operations. The Peer Review was conducted by the American Public Transit Association (APTA) which included Transportation Peers from around the country. The APTA Peer Review made recommendations on Single Person Train Operation as well as Operating Recommendations. One of the Operating Recommendations was the exploration of a Customer Assistance Area on our station platforms. In collaboration with System-wide Accessibility, Engineering and Maintenance, Subway Operations started exploring the possibility of developing a Customer Assistance Area. The group was looking into an area of the platform where a customer could go to if they needed any type of assistance. Be it boarding, medical, police, and travel or general directions to name a few. We looked into developing this area that would not involve extensive construction or station remodeling so we could complete this project at a minimal cost. With the assistance of various departments and outside agencies (Massachusetts Commission for the Blind) we were able to develop and area which contained the following: Seating, improved lighting, mobile bridge plate, customer/police call box, signage and tactile paving. Unlike the truncated domes found on the tactile warning strip at the platform edge, the tactile paving for the CAA uses raised bars which can be detected by white cane or by foot. South Station was chosen due to the high number of customer’s utilizing the Red Line each day. South Station also has the highest number of transient customers coming from the Commuter Rail, Amtrak, Private Bus companies, the Airport and the Silver Line. As this is a pilot program, we are seeking feedback from our customers on how to improve and build on the foundation that we build thus far. We plan of continuing forward with the program and include all Subway line in the project.

“The MBTA is a dedicated world class transit system built upon customer service excellence, accessibility, reliability, state-of- the-art technology, and a diverse workforce that reflects our commitment to the communities we serve.”

 Creating the Customer Assistance Area will make it easier for customers who need assistance in boarding the train to get the assistance they require.  Creating the Customer Assistance Area will make it easier for customers with visual impairments to locate a call box in the station.  The Customer Assistance Area will provide a layer of safety to customers

 Portable bridge plates that may be used to board and exit trains;  Call boxes;

 Tactile surfacing near the edges of the CAA;  Benches;

 Improved Lighting;  Signage identifying the CAA in raised lettering and Braille.

 Use the call button to ask for assistance (boarding the train, directions, medical/other emergencies);  Use the call button to ask for assistance in locating platforms, elevators and exits;

 Currently located at South Station (southbound platform);  South Station (northbound platform) in progress;  Back Bay Station (north and southbound platforms) in progress.

 CAA will be located approximately near the center of the platform. The far end of many station platforms are uncovered—exposing customers to the rain and other elements.  Wait in a safe place for the train in a monitored area.

 Press the button on the call box;  Inform the staff person who answers that you need assistance. The staff person will send someone to your location to assist you;  For customers who are hearing impaired, the staff person will send someone to the customer’s location after hearing no response from the customer through the call box.