1. ‘SOFT’ FACTORS THAT AFFECT ACCESSIBILITY Kit Mitchell

2. All over the world, accessible infrastructure and vehicles are being introduced

3. Footway, Malaysia

4. Light controlled crossing with ramps

5. Ramp access to BRT – Quito, Equador G. Menckhoff, World Bank

6. Low floor bus, Malaysia

7. Airport Express, Malaysia

8. Delhi Metro

9. But these technical improvements do not always bring real improvements in accessibility, in either developed or developing countries WHY NOT?

10. ACCESSIBILITY requires KNOWLEDGE Information for users FINANCE Money for fares CAPABILITY Accessible infrastructure Accessible vehicles Accessible information Trained personnel Policies for accessibility CONFIDENCE Reliability

11. Above all, accessibility needs providers to make the passenger the top priority

12. When we see things that reduce accessibility, it is not because people are stupid, or do not care. It is because accessibility is not their top priority, or because they lack knowledge or understanding.

13. FACTORS TO CONSIDER MANAGEMENT POLICIES ROAD USER BEHAVIOUR BUREAUCRACY STAFF TRAINING

14. MANAGEMENT OBJECTIVES (formal) - Provide excellent service that satisfies passenger needs - Reliable and safe operation - Profitable, financially responsible - Satisfies local government aims - Environmentally responsible - Secure careers for staff

15. MANAGEMENT MOTIVATION (other than formal objectives) - Short term reduction of cost - Lack of funds for investment - Staff convenience, easy life - Management convenience - Prestige, press coverage - Response to political pressure

16. Examples of consequences Rules excluding disabled passengers ‘For their safety in the event of an emergency’ Provision of token services that have no real value Failing to provide information in several forms or at all

17. ROAD USER BEHAVIOUR - Illegal use of reserved parking for people with disabilities - Pavement parking - Blocking bus stops - Riding motorcycles or bicycles on footways

18. The road is easier than the sidewalk

19. Pavement parking Viet Nam

20. Footway and ramp blocked by parked vehicles

21. Lack of enforcement

22. Wheelchair forced to use road

23. Why do the police allow this behaviour? Many reasons, but an important factor is that they are not supported by the local politicians. We have to show economic or political benefits of enforcement.

24. BUREAUCRACY No time to inspect condition of footways, so poor maintenance. Do not have knowledge to enforce technical standards. Lack of continuity where contract ended or ownership changes.

25. Poor maintenance

26. Kerb ramp less than 70 cm wide

27. Ramp blocked by flowerpot

28. Lack of continuity of accessible footway at end of footway improvement contract

29. Pedestrian access to accessible light rail Footpath stops at the property boundary

30. STAFF TRAINING Staff with the right attitude and training are the biggest single contributor to accessibility - Desire to help passengers - Disability awareness and skills - Communication skills

31. Disability awareness training should start with the most senior managers as they set the culture of the organisation Frontline staff need training to communicate with people with sensory impairments (hearing, speech, vision)

32. Operating staff need to understand what causes problems for passengers As an example, bus drivers need to stop close to the kerb

33. Failing to stop close to the kerb

35. - Stops are often blocked by parked vehicles; - Stops have railings that prevent passengers boarding and alighting; - Geometry of stops in laybys makes it impossible for drivers to get close; - Bus stop shelter roofs overhang kerb. The reasons bus drivers stop away from the kerb are:

36. Making transport easy for people with disabilities to use makes it easier for everybody. Information for those with sensory impairments helps strangers and those who do not speak the local language.

37. Inclusive design and operation helps everyone A pathway for all

38. Easier and safer pedestrian infrastructure means tourists will not be deterred from visiting and spending money.

39. Cruise ship passengers cross a busy road between the harbour and town

40. Providing accessible infrastructure and vehicles is relatively easy. Managerial, organisational and staff motivation problems are much more difficult I believe this is increasingly the main challenge we face

43. Failing to stop close to the kerb

44. Cycling through a bus boarding line

46. Issues for taxi drivers ‘I can’t see a passenger in a wheelchair hailing me’ ‘It hurts my back to push a wheelchair up the ramp’ ‘Health and Safety means I can’t handle special equipment’ Training helps skill and motivation

47. Motorcycle following a blind pedestrian

48. Parking at bus stops

49. Accessible metro or BRT surrounded by inaccessible pedestrian routes

50. Kerb ramp blocked by incense burner

51. Pedestrian colonnades blocked