Nudging up Customer Service Aims to Conduct an Evaluation of Various Initiatives to Be Implemented Across the SEPTA System to Improve Customer Service

“Nudging Up” Customer Service

A Customer Development & Improvement Project Prepared by Jeff Kessler, Customer Service & Advocacy Please Direct All Inquiries to [email protected] or (321) 300-JEFF

To view the report in a web format as well as to view the appendix materials, visit http://jeffkess.com/septa14

"Nudging Up" Customer Service This brief report signifies the conclusion of Phase II (Collecting and Analyzing the Initial Survey of Nudge Opportunities).

Table of Contents "Nudging Up" Customer Service ...... 2 Improvement Overview ...... 4 Purpose ...... 4 Methodology ...... 4 Success and Goals ...... 5 Report Organization ...... 5 Immediate Fixes ...... 7 Show and Advertise Security Cameras ...... 7 Offer Free Continuing-Trip Tickets for Bathroom Use ...... 9 Making Station Pages More Comprehensive ...... 11 Require Opening of All Regional Rail Doorsets ...... 13 Flip Up Front Seats on Buses during Rush Hour ...... 14 Near-Term Fixes...... 18 Provide Daily Control Center Report to Public ...... 18 “Give Up Your Seat” / “Help with Luggage” Campaign ...... 19 Move QuietRide to Rear and/or Add Additional QuietRide Car ...... 20 ٭ ★ "Don't Fall on the Tracks" Signage ...... 22 ✩ Display on LEDs "Next Train To" ...... 23 Install “Downtrack View” Mirrors at Stations ...... 25 Showing Nearest Stations with Available Parking ...... 27 Add Graphics for Standing/Walking on Escalators ...... 28 ٭ Designate Trains as Inbound/Outbound ...... 29

Medium-Length Projects ...... 31 Add Dots for Places to Stand on Trains ...... 31 ✪ Indicating Boarding Areas on Platforms ...... 32 Indicate Where Doors Won't Open on Regional Rail Trains...... 36 Enable Better Flow throughout Station Platforms ...... 38 Add Train Approaching Signs and Warning Lights ...... 39 ✪ ★ ⍟ Use Various Methods to Hold Vehicles for Shorter Transfer Timing ...... 40 Utilize Regional Rail Colors Throughout the System ...... 47 Externally-Dependent Projects ...... 49 Automatic QuietRide Announcements ...... 49 Pay for Parking Onboard Train (via Conductor or App) ...... 51 ✓Add More Ways for Collection of PATCO Transfers ...... 53 ⍟ ✩ Offer Discount for Exiting from the Rear Door ...... 54 See Panhandling? Text SEPTA Police ...... 55 Report a Problem, Get 10% of the Fine ...... 56 Long-Term Solutions ...... 58 Add More "Natural" Lighting in Station Entryways ...... 58 Play Music in Station Entryways ...... 60 Increase Number and Presence of Updated "Help Points" ...... 62 Free Retail Space in the Concourse ...... 67 Install Station Entrance Globes ...... 68 Build Inexpensive Grade Crossings ...... 69 Ring Door Closing Chime When Unsafe to Board Push-Pulls ...... 73 Place Garbage Bags on Trains ...... 75 Add More Sideways Seats ...... 76 Establish Procedures for Requesting High-Level Boarding ...... 77 Enable Customers to Request More Boarding Time ...... 78

Appendix Materials can be viewed online at http://jeffkess.com/septa14

✓ = Idea Already Implemented For Other Symbol Definitions, See Page 6

Improvement Overview

Purpose

Nudging Up Customer Service aims to conduct an evaluation of various initiatives to be implemented across the SEPTA system to improve Customer Service. This document serves as one of the culminating works.

Methodology

1. Problem Identification occurred through a combination of direct field observations (onboard every mode of SEPTA transit), indirect video observations (through the comprehensive CCTV network), and online research (on independent blogs and social media sites). Notes led to the formation of a comprehensive mind-map detailing areas for customer service improvements. Further, the mind-map diagram naturally revealed five distinct categories in which the majority of Customer Service needs fall.

2. Solution brainstorming took place with ideas first placed on the mind map then later itemized. The initial 75+ ideas were reduced to 45 distinct problems which could be solved through a number of initiatives.

3. Initiative research was the most prominent portion of the project. Ideas were assessed to determine feasibility and practicality; each was modified accordingly relative to the findings. Assessment included field measurements and notes, intense research through everything from SEPTA employee manuals to 1916 Philadelphia Transportation Plans (held in the Free Library of Philadelphia), discussions with SEPTA employees across all departments in all facilities (everything from management to maintenance and operators), and even conversations with employees at peer agencies (most notably the MTA NYCT).

Success and Goals

Success in this project is defined as having a net positive benefit to SEPTA customers.

In accordance with the 2015–2019 guiding Strategic Business Plan, this shall be measured predominantly as an increase in the metrics contained within “Initiative 2: The Customer Experience.” While not the primary focus, “Initiative 5: Safety & Security” shall also contribute to the success of each project as increased perceptions of safety and security tend to lead to increased customer satisfaction. Finally, to ensure that such goals are achieved in accordance with the goals of the entire authority, the aforementioned benefits will be weighed against the other Key Performance Indicators (since one could theoretically rebuild the entire subway system with marble and granite to improve the customer experience, albeit at an exorbitant and unsustainable cost).

Report Organization

While each opportunity was fully and thoroughly reviewed, the evaluations themselves are brief and succinct to make the many recommendations easy to digest and understand. These ideas are broken into five distinct subsections:

 “Problem, Classification, and Idea” detailing the area for improvement and the proposed solution.

 “Implementation” describes the specific solution and details how it could be implemented within the SEPTA system.

 “Notes & Graphics” provides any additional information for the reader, including interview notes, photos, and graphical mockups.

 “Customer Comments” notes any customer feedback relevant to the idea as found from tickets in the Veritas CRM system.

 “Next Steps” outlines what one should immediately do to evaluate customer opinions, get clearance from the impacted departments, pilot the idea (if applicable), and then roll-out the idea within the SEPTA system.

Ideas are further sub-categorized by time-to-implementation, ranging from Immediate Fixes (which could be implemented as early as tomorrow) to Long-Term Solutions.

Various project stakeholders were asked to evaluate the report and select their two favorite ideas; these are denoted using the following symbols:

★ Attendees of 7/24/2014 CS&A Extended Staff Meeting

✪ Author (Jeff Kessler)

⍟ Manager of Consumer Research (Chris Witz)

(Director of Customer Development & Research (George Spellman ٭

✩ Assistant General Manager, Customer Service & Advocacy (Kim Heinle)

For Other Symbol Definitions, See Page 3

Immediate Fixes

Show and Advertise Security Cameras

Problem, Classification, and Idea One of the most prominent reasons customers avoid using SEPTA or walking in the concourse is not that they aren't safe, but rather that they feel as though they aren't safe. In order to mitigate the actual safety problem, SEPTA has worked tirelessly to install security cameras throughout the entire system. While this is wonderful in terms of actual safety, many customers incorrectly assume that they are merely being recorded for use as evidence rather than being actively monitored (as they are). Making the public aware of these cameras, through the use of advertising or other means, would likely go a long way to improving customer perception of safety (especially with regard to station access and waiting).

Implementation One of the most impactful and inexpensive solutions to this problem would be to film a brief video with SEPTA Police Chief Tom Nestel explaining how cameras are constantly monitored from the secure control center. This video, which could be produced for virtually $0, could then be uploaded to YouTube and distributed via social media. While this campaign would easily reach younger audiences for whom engagement on social media is an everyday practice, those most likely to be concerned about the cameras are likely to not be as heavily engaged on Social Media. As a result, posters or printed advertisements showing the control center actively monitoring the cameras could be worthwhile (although one would have to weigh the benefits against the monetary costs).

Notes & Graphics After speaking with Chief Nestel, various concerns were raised with regard to such an advertising campaign. Most notably, while video cameras are monitored, their primary functions are emergency response and recording. As a result, advertising in

7 such a fashion could negatively create the expectation of complete safety under the incorrect assumption that every camera is constantly monitored (a feat which is not possible due to labor constraints). Further, doing so could place an undue burden of liability on the agency as one could easily sue for damages if injury occurred in front of a supposedly-monitored video camera. As a result, the emphasis of any campaign should be to detail the program's operation (i.e. that cameras make response times much faster and more effective in addition to providing evidence for convictions).

Figure 1: Sample Security Camera Advertisement

Customer Comments (from VERITAS Tickets)  664138: Customer report indicates that CCTV cameras would be a good crime deterrent.  667681: Customer complained that someone was smoking directly in front of a CCTV camera and questioned the frequency of monitoring.

Next Steps  Survey to see how advertisement of security cameras impacts people's perceptions of the system.  Meet with Elizabeth Bradford and Titan (if necessary) to implement.

Offer Free Continuing-Trip Tickets for Bathroom Use

Problem, Classification, and Idea It's happened to everyone. You're riding on the train or bus when, out of nowhere, you have to go. You scramble but quickly realize your options are limited. So, what do you do? That's a problem that occurs all too frequently on SEPTA, and one that needs a fix.

Implementation The most ideal solution would be to include bathrooms on all Regional Rail trains; however, this would be incredibly costly in terms of both installation and maintenance. The preferred solution would make use of the preexisting station facilities, including both Regional Rail stations as well as those reserved for SEPTA employees. Specifically, SEPTA should designate specific "bathroom stops" for which customers would be able to exit, use the restroom, and then return to continue their trip without paying an additional fare. Not only would this benefit the end users of the system needing to go, but it would also benefit all riders (as people would be less likely to utilize station platforms and concourses as restroom facilities if proper facilities were made available to them).

Notes & Graphics

Figure 2: Former Bathroom on Push-Pull "Bomber" Consist; SEPTA's Sole Form of Inter-Travel Restroom Next Steps  Meet with operations and finance teams to determine how this could be implemented effectively. Also determine how this could be done once NPT is implemented.  Survey to determine: o Would customers be more likely to ride if they had bathroom access? o How much would their perception of the system improve if bathroom use decreased?

Customer Comments (from VERITAS Tickets)  657481: Customer had difficulty re-entering subway after daughter had to use restroom.

Making Station Pages More Comprehensive

Problem, Classification, and Idea Stations are the life-blood of SEPTA's non-bus services. As such, each station is featured with a page on the SEPTA website. While the current pages provide useful information about a station, there is still room to increase their comprehensiveness. Take, for example, a customer living in Strafford. They know that there is a train from there to Center City Philadelphia, but they don't know what train to take. They go online to the station page (if they can even find it) only to realize that the station information doesn't answer some of their most basic questions. Adding more useful information to these station pages is essential to bettering Customer Service for both infrequent and frequent riders alike.

Implementation This fix is one that can be accomplished relatively quickly and with absolutely no monetary resources. Some ideas for bettering the station pages include approximate travel time to Center City Philadelphia, outbound train destinations (such as Paoli, Malvern, or Thorndale for the aforementioned example), and specific train schedules for that individual station (a practice in place on the LIRR - in person and online - and NJ Transit - printed timetables only). Adding photos of stations could make locations easier to identify, including which of the two platforms provides service to Center City Philadelphia. This would also make it easier to find the station from the street, as some stations can be obscured with signs not appearing until the very last second. A third possible extension of these station pages could be a form of station alerts. In this case, customers would be informed if there was a problem affecting their subscribed station (either due to a service disruption or weather act of g-d). One example of this includes sending a text message to customers if their subscribed parking lot is likely to flood due to drainage and weather conditions. Currently, customers must rely on signage at station warning them of this fact, but of nothing else.

Notes & Graphics

Figure 3: Example of Revamped Station Page (Full Example in Appendix)

Next Steps  Determine the feasibility of this given the upcoming site redesign.  Method of Consumer Testing o Show people the two versions and ask for their strict preference. o Have people rate the pages and see which gets better reviews.

Require Opening of All Regional Rail Doorsets

Problem, Classification, and Idea On older SLIV Regional Rail rolling stock, train doors are located at the vestibules on the ends of each car. On mid-day trains with two conductors and two cars, there are four potential points of entry on each side of the train. Of those four, the front must remain closed as that serves as the locomotive engineer's cab. The three remaining doors are positioned as follows: two in the vestibule in the middle of the train (at the rear of the front car and the front of the rear car) as well as an extra door at the rear of the rear car. Unfortunately, many conductors only utilize the two doors in the center of the train, creating a large bottleneck for customers both attempting to board and exit trains. Moreover, this creates delays for passengers as additional boarding/egress time leads to increased station dwell time. In order to mitigate this, both the front and rear doors should be opened on all trains.

Implementation Implementing this change would require absolutely no monetary expenditure. Instead, the difficulty lies in changing conductors' behavior to align with such a practice. While a policy change would be able to solve this quite simply, this fails to account for conductors' behavior with respect to changing their long-time practice of opening only the center door at stations. Including this in re-training and promoting the reasoning to conductors prior to doing so should be done such that the entire organization collectively buys-in to the benefits from such a change.

Notes & Graphics

Figure 4: A 2 Car Regional Rail Train at Market East. Outside of Center City, the closure of the rear door leaves the doorset in the middle of the train (boxed) as the sole point of egress.

Next Steps  Speak to people in operations regarding the current practice.  Speak to conductors about the reasoning behind why it isn’t currently done.  Implement simply by making a Regional Rail policy change.

Flip Up Front Seats on Buses during Rush Hour

Problem, Classification, and Idea It's a common predicament aboard buses: customers regularly fail to move to the back of the bus, causing crowding, delays, and passups. Fortunately, this is a situation that can be entirely avoided so long as customers are encouraged to move to the back. In order to best do so, buses should both (1) add more handholds in the rear and (2) flip up front seats during rush hour.

Implementation As a passenger, one of the greatest challenges with standing in the back is the lack of available places on which to hold. Adding these handholds to the back would make the rear a more inviting place to stand, hopefully moving some customers to the very back of the bus. In terms of implementation, buses could be retrofitted with these handholds quite easily so long as the grab bars are already in place. Flipping up the folding seats in the wheelchair area would also aid in the assistance of moving people to the back of the bus, as the first customers onboard tend to want seats (which would only be available in the rear). In addition, once the bus starts to fill up, the bus would be able to accommodate more passengers given the increased 10.5 ft2 space and increased capacity (of standees rather than people in seats).

Notes & Graphics

Figure 5: Forwards View of the Large Standing Area Created by Flipping Up the Front Seats

Figure 6: Backwards-Facing View of the Large Standing Area

After speaking with some operators in the field, various project designers in SEPTA’s Vehicle Engineering and Maintenance department, a number of concerns related to this project emerged. The most notable concern related to patrons requiring priority seating in the front of the bus. Any modification of the front seats would have to be done so as to meet the needs of elderly and disabled riders who must use a seat near a door (most frequently the front door given the kneeling capability).

Next Steps  Meet with SEPTA’s SAC to find a way to have this pilot program maximize space without any detriment to the needs of the elderly or disabled.  Review onboard vehicle passenger counters and security cameras to review passenger dispersion and target specific routes or yards for the pilot program.  Prior to an official pilot, ask some operators to flip up those front seats during rush hour, then observe customer responses via the security cameras.

 Launch an official pilot on some of the most crowded routes and develop a survey to garner customer feedback.

Near-Term Fixes

Provide Daily Control Center Report to Public

Problem, Classification, and Idea Speaking to anyone about what to improve at SEPTA, one almost always brings up "poor communication" as one of the greatest challenges facing the agency. While there are a number of factors that impact this, perhaps the largest relates to operational delays and/or missed trips. While providing this information to customers might not be able to improve the service for customers, it could make great strides towards improving communications and increasing overall customer satisfaction.

Implementation SEPTA's Control Center currently publishes a daily report summarizing any incidents occurring throughout the SEPTA system in addition to any abnormal causes for delays. This information makes some factors understandable to end users, such as that a bus broke down or an operator was sick, causing their trip to be missed. In addition, some situations such as onboard passenger emergencies are not known until after the fact. By providing this information in summary form to customers, the agency is able to increase accountability, transparency, and customer satisfaction by means of providing an answer to the question of "why?" (a question asked more than 2700 times per the past year of Veritas reports).

In terms of distribution, the easiest way would be to simply upload the current report to the masses on the SEPTA website. However, the use of a SEPTA microsite would likely make the entire operation much more attractive to riders. Integrating this with a delay verification page would also make the site great for customers who rely on SEPTA to get them to and from work on a daily basis.

Next Steps

 Speak with Jim Fox about possibility of implementing this both in the current PDF form as well as a new sort of “MySEPTADashboard” where customers could monitor if their train is delayed as well as why it is delayed.

 Run a survey to determine whether or not customers would be more satisfied with this information being released (i.e. will the release of this information improve Customer Service)?

“Give Up Your Seat” / “Help with Luggage” Campaign

Problem, Classification, and Idea One of the most egregious things encountered in travel is customer etiquette. Frequently, customers refuse to give up their seats to those who need it. Customers are also delayed when fellow passengers struggle with luggage.

Implementation Station platforms could get new signage indicating that doing these things not only makes you a good person, they'll also speed your trip. Given that this is a tailoring of a pre-existing program, this is not something that would be too difficult to implement nor costly.

Next Steps

 Evaluate the liability risks of encouraging customers to engage in this behavior.

 All approved wording could go to Communications for design, at which point such new reminders could be added to the pre-existing Customer Etiquette program.

Move QuietRide to Rear and/or Add Additional ٭ ★ QuietRide Car

Problem, Classification, and Idea SEPTA's QuietRide program has been a wild success with passengers. Unfortunately, the program has already begun to be a victim of its own success. Car overcrowding is a common occurrence and the location of the car leads to many operational issues. As a result, the QuietRide car should be moved to a different car and additional QuietRide cars should be added on longer trains.

Implementation There are a few notable issues with the QuietRide program. First, having the first car as the QuietRide car creates a problem with regard to customers boarding and exiting trains.

 On SLIV and Push-Pull trains, customers wishing to board/exit this in-demand car have only one point of egress as opposed to two. This is due to the fact that the front vestibule is used as the cab, forcing all QuietRide customers out of one exit (leading to crowding and delays, decreasing customer service).

 Customers wishing to board at outlying stations often must walk or run the length of the platform to reach the QuietRide car, leading to delays and safety concerns.

 Customers are often left to guess if a train is three or more cars in length, making it difficult to know if a train indeed has a QuietRide car.

 Customers in wheelchairs are often forced to use the QuietRide car, even if they wish to speak.

 Those traveling to stations with only two door opening locations are forced to use the QuietRide car for the sake of being able to exit the train in a timely manner.

To mitigate many of the problems, the QuietRide car should be re-designated as the THIRD car of all trains. In this case, not only are the above operational problems solved, but it also makes it easier for customers to identify if they are in a QuietRide car (as trains with two cars would clearly not have a QuietRide since that would be the third

20 car). In addition, many customers seek peace and quiet on their train but also wish to have a seat. Expanding the QuietRide program to also include the rear car of ONLY Push-Pull trains (which are always 7 cars in length) would ensure many of the above issues are not encountered while also expanding quiet car capacity for those who want it. (Expanding on other trains is not recommended given the shorter train length.)

Notes & Graphics In speaking with several conductors whose experience ranged from a few months to 25 years, various concerns were raised. According to their experience running Push-Pull trainsets, the QuietRide car is not as crowded as some of the other cars in the center of the train. As a result, adding a second QuietRide car to the push- pull trainsets was not viewed as worthwhile. In addition, moving the QuietRide was not believed to have any positive benefit to Push-Pull trains since the majority of the egress delay occurs when customers from the rear cars must walk forward to exit at a station. For conductors who work traditional SLIV equipment, however, the ideas were viewed favorably. According to one conductor, much of the delays encountered on three-car trains relate to crowding at the front doorset. Moving the QuietRide Car to the third car would reduce dwell time and make it easier for customers to know when the QuietRide rule is in effect, but would also make it more difficult for customers to identify the location of the third car on longer trainsets. Provided one could overcome customers’ learning curves in re-learning how to find and identify the QuietRide car, relocating the car was viewed moderately favorably.

Customer Comments (from VERITAS Tickets)  628632: Customer requests first car of all trains become quiet car since difficult to determine if a train has three or more open cars.  658646: As noted in response to customer concern, “some customers can only ride on [sic] the Quiet Car if they exit at a station that only uses the first car for access to the platform… therefore a customer may not have the ability to oblige the request [to comply with QuietRide rules].”

Next Steps  Alternative 1: Run a pilot program on select express trains to see what people think. Create a survey for customers on such pilot trains to analyze the data.  Alternative 2: Create a survey asking for customers thoughts about moving the QuietRide car.  Execution: Create a massive campaign to alert people to the QuietRide change. Create QuietRide slide-in signage for the older SLIV and Push-Pull equipment, then create a new LED message “QuietRide – 3rd Car” that would display on all cars and all trains (to at least alert people to the change.

"Don't Fall on the Tracks" Signage

Problem, Classification, and Idea Customers regularly place themselves dangerously close the platform edge. There are a number of reasons for this, including the aforementioned desire to look down the tracks for an oncoming train. Unfortunately, current platform signage is not effective in preventing people from standing too close to the platform edge. While this current signage gives a command, "Stand Behind Yellow Line," many customers subconsciously question the reasoning (i.e. what is so special about the yellow line?). Replacing this phrase with a more obvious statement, such as "Don't Fall on The Tracks," would likely be more effective in increasing customer safety.

Implementation While the idea may seem foolish at first glance, the statement phrasing is modeled upon the language of a successful sign in the Boston area reading "Don't Hit the Car In Front of You." The actual implementation of this idea is actually quite simple, as it merely requires a change in signage on platform edges. This cost, likely minimal, would probably be well worth the money in that it would be successful in improving customer safety and satisfaction.

Notes & Graphics

Figure 7: "Plain Language" Signage in Arlington, VA responsible for an 88% Reduction in Accidents/Week

Next Steps  Run a psychological study to determine the specific impact of such wording. (Surveys would not be possible given that this attempts to elicit a natural and subconscious response).  Add signs to select stations to see the reception. If the response is positive and the project is successful in keeping people away from the track edge, expand to all stations.

✩ Display on LEDs "Next Train To"

Problem, Classification, and Idea SEPTA is known for having a comprehensive transit network with many lines serving many stations. In some cases, especially on lines with more than two tracks, customers can reach destinations via multiple routes or trips. Unfortunately, those wishing to travel to these stations sometimes are left to guess what will be the next train to their destination. Listing this information on the preexisting station signage or via station intercom announcements could solve this problem.

Implementation There are two main types of need for "Next Train To" signage: one for stations with multiple lines (e.g. Jenkintown, Wayne Junction, etc.) and another for stations with local/express service (e.g. Bryn Mawr, Paoli, Thorndale, Girard, etc.). At Regional Rail

23 stations in Center City, platform departure boards could indicate which trains will serve which stations. Multiple colors could also be used to indicate in red if a station served can be reached faster by an express train (such as taking the Great Valley Flyer to Paoli as opposed to an Express to Bryn Mawr, Local to Thorndale). At outlying stations, announcements could be made at stations to indicate when waiting for another train will lead to a faster arrival (such as for passengers waiting in Bryn Mawr). Subway stations could again use the same method of displaying "Next Train To" signs along with audio announcements made over the PA system.

Notes & Graphics

Figure 8: Mockup of AVPA for Later Train Arriving Sooner (Text at Top Right would Scroll)

Figure 9: Mockup of AVPA for Glenside Combined Line

Next Steps  At stations which already have AVPA displays, this information could be added by modifying the software to display this information.  At stations with per-line monitors (Suburban, 30th, and Market East), an additional monitor could be added to display trains serving the Glenside Combined portion of the main line.

Install “Downtrack View” Mirrors at Stations

Problem, Classification, and Idea Since the dawn of public transportation systems, well before the smartphone app revolution, there has been one tried and true method of determining when a public transport vehicle is nearing a stop: looking over the edge. Despite its widespread acceptance, this seemingly benign act is actually quite dangerous. Customers can easily fall in the path of an oncoming vehicle or sustain injuries in other ways (including the fall itself, getting hit by another vehicle, or even electrocution by the third rail). In order to satisfy customers' desires to look over the edge while keeping them a safe

25 distance away from the platform edge, mirrors should be used and angled at strategic points on the platform.

Implementation While the use of mirrors on train platforms is nothing new, they are most frequently positioned so an operator can see customers boarding and exiting one's train. Modifying these such that they are angled along platforms could enable customers to safely sit mid-platform and see a train approaching with the same precision as another customer dangerously veering over the edge. The placing of these mirrors would have to be done relatively strategically; placing them in high-traffic areas would minimize the number of persons veering over the edge, whereas placing them in less trafficked areas could help draw people to better utilize other portions of the platforms.

Notes & Graphics

Figure 10: Mockup of Mirror at 15th Street

Next Steps

th  Pilot at a very busy stop, preferably 15 Street where observing the tracks near the platform edge is a common occurrence.  Observe behavior during the pilot; if successful, expand throughout the SEPTA system.

Showing Nearest Stations with Available Parking

Problem, Classification, and Idea While some SEPTA stations have expansive parking lots, the vast majority have a modest number of spaces. Unfortunately, at some of these stations, parking regularly fills by a certain point of time during the day. As a result, customers are often left to circle the parking lot wondering where they could park their car. Offering a direct answer to this problem, directions to a nearby station with parking, would solve this common conundrum facing a large number of passengers.

Implementation By and large, SEPTA knows which lots tend to be filled and tend to have spaces open on the average weekday. As a result, stations should have signage listing both the nearest station as well as the general parking availability at that station. Moreover, signage should be posted offering directions for customers from the parking lot of one station to the parking lot of another. This entire project would not cost much (as the sole expense would be the signage affixed to poles in the lots) and would go a long way to improve customer service (with regard to parking availability).

Notes & Graphics This implementation has the potential to harm Customer Service in terms of safety and security at stations. If customers find no available parking and follow the directions to the nearest station with available parking (rather than driving to work), they could potentially run for their train (creating a dangerous situation for the customer and the SEPTA employees).

Next Steps

 Conduct a survey to determine how parking affects Regional Rail customers.

 Test new signage at some stations to see if there are any comments.  Create a map of stations and parking availability (almost to serve as a regional rail station dashboard).

Add Graphics for Standing/Walking on Escalators ٭

Problem, Classification, and Idea At many regional rail stations, customers face the difficult challenge of having to traverse an area. Nothing is more annoying on an escalator than when you're wishing to walk and someone in front is blocking you from doing so.

Implementation Adding additional stickers would not be costly to implement yet they would largely have the same level of benefit to the end users.

Notes & Graphics

Figure 11: Walk Left, Stand Right Signage

Next Steps

 Meet with Communications to have labels designed for escalators.

 Begin pilot program on various high-traffic elevators that can also be viewed from security cameras. Review footage before and after to determine if there is a decrease in escalator crowding and passenger blockages.

 If successful, expand to escalators throughout the system.

Designate Trains as Inbound/Outbound

Problem, Classification, and Idea

"Does this train go to Warminster or Center City?" It's a common question on SEPTA Regional Rail, and one also of concern on the Market-Frankford Line. Due to the great through-service of the SEPTA System, the majority of trains continue from one suburban point to another via Center City Philadelphia. In order to clarify which trains serve Center City, SEPTA should consider adopting an "Inbound"/"Outbound" designation system similar to that used by the MBTA.

Implementation Given the nature of such a change, not much would have to be done besides updating station signage to indicate which platforms go into Center City and which platforms head away. In addition, SLIV and Push-Pull Regional Rail trains could again utilize the lower destination sign slot to indicate such information. SLV trains could indicate this on their display signs through the colored-LED section used to display "EXP" (a section which is otherwise inactive).

Notes & Graphics

Figure 12: MBTA Commuter Rail Inbound Designation

Next Steps

 Meet with Charles Tuzzo RE: Changing SLV signs to display this verbiage.

 Meet with Communications to discuss potential benefits and challenges facing such a transition.

Medium-Length Projects

Add Dots for Places to Stand on Trains

Problem, Classification, and Idea Being SEPTA's busiest line, it's somewhat expected that overcrowding will occur. Despite this, much of the crowding on MFL trains is the result of the M4 equipment that the line uses. Due to the design of the cars, including the position of the windscreens, customers routinely stand in front of the doorways and leave empty space in the middle of the cars. Not only does this lead to severe crowding at doorways and increased dwell time, but it also leads the cars to be underutilized. In order to encourage customers to move in to the cars, subtle markers of increasing shades could be placed aboard trains.

Implementation As researched and modeled by Disney’s queuing department, people subtly prefer to stand on designated markers in designated waiting areas. As such, by placing these markers of increasing brightness on the trains, customers might be more inclined to move inward. Adding arrows could also potentially help encourage people to move into the car.

Implementation would be somewhat complex given the time required to add such markers to every single car. However, the cost and magnitude of this project is much less complex than the entire M4 Car Reconfiguration and Overhaul project set to be underway later this year. (This is not to say that this project would mitigate the need for windscreen replacement; rather, this would complement the key redesign aspects of the overhaul.) The best way to evaluate this project would likely be to conduct a pilot with the stickers on the floors in two cars; these would then be able to be evaluated for effectiveness prior to creating the final design for the newly-refurbished trains.

Next Steps

 Conduct a pilot program with stickers on trains to see how people respond (evaluations being assessed through the use of the onboard security cameras).

 Expand to include in the overhaul program if successful.

✪ Indicating Boarding Areas on Platforms

Problem, Classification, and Idea It's a common challenge on train station platforms: knowing where to wait. For agencies, managing platform waiting is a difficult balance to strike. With no platform indicators, customers have to unsafely run along the platform to make their train, leading to decreased safety, increased dwell time, decreased OTP, and decreased overall customer satisfaction (especially if a customer misses their train). Conversely, indicating precisely where doors open on platforms can lead to overcrowding at doorways and causes station platform capacity to be underutilized. Understanding and managing this balance, indicating door boarding areas is preferred. However, only if some of these concerns are mitigated can platform boarding be improved.

Implementation Perhaps the ideal implementation for the indication of boarding areas is a combination of practices found at foreign subway stations as well as those used at many Amtrak stations. Most foreign subway stations, particularly those in Asian countries, employ platform markers to indicate the precise locations at which train doors will open. While this works well with subway systems where trains consistently run with the same number and location of doors, the same is not true for the majority of SEPTA services. Broad Street Line trains operate with varying car lengths, causing regular variations in boarding locations. On the Regional Rail, different equipment features different door locations in addition to varying car lengths. These problems make permanent boarding indicators unable to solve the problem. Given the challenges facing varying-length boarding locations, Amtrak uses platform location markers to indicate where doors will open on a given platform.

At high-volume Regional Rail stations, a combined solution could be employed. Regional Rail trains frequently stop in the same location every day; markers on the

32 platform could designate door opening locations at every possible position for trains of every length and model. LED Display Signs would then be able to identify very specific boarding locations. Take, for example, the case of a 5-car SLV train from Doylestown to Paoli. Signs would not only be able to indicate that doors will open in all five cars, but they can also indicate if rear cars will be closed after Center City as well as where to wait for the QuietRide car. There are some technical challenges related to the Regional Rail implementation, most notably related to gathering the equipment data for each train. However, given that this information is already known and maintained by the control center, adding the information to station display boards would not be such a challenge.

At outlying stations, implementing the same practice of door indicators would actually be relatively easy. Color-coded numbers could indicate the precise stepper at which doors will open given the length of a train and the train's equipment. This information could be disseminated to customers through the preexisting signs on some regional rail stations or via automated "train approaching" announcements. The use of a platform "green zone" similar to the LIRR could also be effective in ensuring customers wait where the doors are sure to open. However, unlike the LIRR, the primary problem facing SEPTA is that of customers crowding and failing to make use of all open cars.

On the Rapid Transit side, the easiest implementation would be on the Market- Frankford line (as trains tend to regularly stop in the same place). Adding a simple paint strip similar to that found in most Asian countries and many Montreal Metro stations (seen in Figure 13) would improve station boarding and ensure passengers aren't waiting directly in the way of detraining customers.

Notes & Graphics

Figure 13: Montreal Metro Platform Markers

Figure 14: Amtrak Location Marker

Figure 15: Amtrak Location Markers with Integrated LED Signs

Figure 16: Usage of Location Markers and LED Signs

Next Steps

 Conduct a pilot on transit routes at stations where trains stop fairly consistently. Determine how this impacts both operations as well as the need for customers to run along the platform edge.

 If beneficial, expand across transit routes and pilot at Market East and Temple in Center City (saving Suburban and 30th for final implementation).

Indicate Where Doors Won't Open on Regional Rail Trains

Problem, Classification, and Idea One of the most prevalent problems for Regional Rail riders is the issue of knowing which doors will open at a station. On station platforms in high-density areas, indicating boarding areas before a train arrives is a feasible and useful solution. Unfortunately, many smaller stations simply lack the necessary infrastructure or ridership to warrant said infrastructure. As such, signs on doors outside of the train could be used to indicate where customers should walk down to board. In much the same way that customers waiting on platforms don't know where doors will open at their stop, many Regional Rail customers have to deal with not knowing which doors will open at their stop onboard the train. Adding indicators telling customers where they can exit the train would save time and many customer hassles.

Implementation Many stations have short platforms for which not every door on the train will open and an equally many number of stations have platforms that accommodate six-car trains when only two are in use. Additional problems are encountered on a per- equipment basis. Conductors on SLIV cars regularly open doors from the center of a married pair, leaving customers to realize doors will not open at the trainset's other ends. On SLV cars, some doors will remain closed depending on the status of low- platform traps. Finally, on Push-Pull trainsets, customers in the rear regularly have to walk forward to exit their train. In order to solve the problem of customers waiting for train doors to open, signs such as those drafted below should be added to indicate when and where people should move to exit their train. Additionally, signs should be posted externally such that customers realize they must walk forward to board their train.

Notes & Graphics

Figure 17: Mockup of "Walk Back to Exit" Sign Figure 18: Mockup of "Walk Forward to Board" Sign

Figure 19: Mockup of Sign on Push-Pull Equipment

Figure 20: Person Having Nearly Missed Train Waiting 2 Doorsets Back at Fort Washington

Next Steps

 Measure sign dimension on trains for optimal placement and storage.  Have communications make a design based upon the mockup.

 Pilot on a few trains and expand the practice system-wide based upon customer response.

Enable Better Flow throughout Station Platforms

Problem, Classification, and Idea Looking at any station during rush hour, one encounters a common problem: a large portion of the platform is often crowded with passengers while another portion remains empty. Seeking to encourage passengers to wait in some of these less- desirable areas, amenities should be located accordingly.

Implementation One of the most obvious ways to increase usage of these undesirable areas would involve adding or even relocating amenities to less-frequently used portions of the platforms. For example, at 40th Street on the MFL, there is often much crowding around the center of the platform. Making benches available in the less-desirable

38 portions could help reduce crowding in some of these areas. Another way to decrease crowding and increase full-loading is through the use of platform indicators. Customers routinely like to stand away from the flow of traffic; adding designated walkways on platforms could enable customers to better congregate in the non-walkway areas of the platform. Amenities such as "leaning bars" could further enhance this waiting experience for customers. "Express Walkways" could also be added at City Hall for customers entering at the 15th Street side who need to walk along the MFL platform to the Broad Street Line (thereby reducing crowding and increasing customer service).

Next Steps

 Test platform reconfiguration to see if this has any effect, if at all, on the platform and passenger movement. If successful, make design changes to any and all station renovations or reconstructions.

Add Train Approaching Signs and Warning Lights

Problem, Classification, and Idea As previously mentioned, customers routinely stand too close to the platform edge when trains are approaching the station. This poses a serious threat to both customer safety and customer service. In order to remind customers to stand back, warning lights and/or signage should be installed at stations encouraging customers to remain behind the yellow line when a train is approaching.

Implementation Modeled upon the signs found at many NJ Transit stations, these signs would indicate when any train is approaching the station. This is especially important at stations on the Paoli/Thorndale line where express trains and high-speed Amtrak trains routinely pass through the station on the outer tracks. In order to minimize the cost of such a warning system, stations with pre-existing signage could be modified to include the "Train Approaching - Stand Back" signage and PA systems could be programmed to make an audible announcement to the same effect. The Only infrastructure required in

39 this scenario would be track circuitry to indicate when a train is approaching the station. Alternatives to this technology could include onboard computer systems and GPS tracking; however the lack of uniform equipment technology would render the signs ineffective. Were "train approaching" lights to be implemented, the cost could also be shared with train "holding lights" described in one of the reports in this larger compilation.

Notes & Graphics

Figure 22: Older Fixed Train Approaching Sign at MBTA's Framingham Station Figure 21: New Fixed Train Approaching Sign at Hamilton Station (NJ Transit NE Corridor Line)

Figure 23: Simple Lighted Train Approaching Sign Figure 24: Train Approaching Text on Digital at MBTA's Grafton Station Display at MBTA's Readville Station

✪ ★ ⍟ Use Various Methods to Hold Vehicles for Shorter Transfer Timing

Problem, Classification, and Idea Perhaps one of the greatest benefits of having a comprehensive transportation system is that customers can travel between various lines with relative ease.

Unfortunately, short connection timing can sometimes jeopardize connections and/or require customers to wait long periods of time until the next vehicle arrives. In order to better serve customers, a method of inter-vehicle communication should be established to enable vehicles to hold for one-another.

Implementation Regional Rail Use: Inter-Conductor Communication A case of this on the Regional Rail was originally first witnessed during observation during the week of 6/9/14. A family was attempting to travel from Norristown to the airport. Due to the scheduling of the connecting airport line train, the family would've needed to wait 28 minutes in Center City to make their connecting Airport Line train. While the family was told they likely wouldn't be able to make it, a fast-acting conductor got off of the train at Suburban and shouted to another conductor on the Airport train to wait a minute for the customers to change. They were, indeed, able to make their connection. Formalizing this practice to enable better transfers could greatly increase customer satisfaction as there would be no need for customers to wait long periods of time until their next train.

Historical SEPTA Practices during RailWorks During the early 1990s, SEPTA embarked on a project to completely close and reconstruct the tracks between Wayne Junction and Market East stations. While many services were suspended entirely, service on the R2 Warminster, R3 West Trenton, and R5 Doylestown lines continued from their outlying origins to Fern Rock Transportation Center. At Fern Rock, customers were able to transfer to the Broad Street Subway for service to Center City Philadelphia, a connection highly publicized in the RailWorks brochures and timetables (seen in Figure 25 and Figure 26). In order to ensure this transfer was as painless as possible, SEPTA established a temporary practice of holding BSL trains at Fern Rock for approaching Regional Rail trains. In order to facilitate this, Dean Orbeck (the former head of Fern Rock) would stand at the top of the ramp and use binoculars to visually determine if a train was approaching. He would then radio to the operators at their scheduled departure time whether or not the train was clear to depart. While the entire practice of holding BSL trains for transfers was

41 abolished with the end of RailWorks, the sentiment behind holding connections remains: customers remain much more satisfied if connections are maintained between modes.

Widespread Use: Holding Lights One of the most basic ways of enabling better transfer timings simply involves alerting operators to hold their vehicles at stations upon the approach of another line. The problem lies when an operator is unable to see an approaching line. While the binocular/radio solution worked previously at Fern Rock, such a setup today would be neither practical nor feasible (yet alone a practice which could be adopted systemwide). To mitigate the aforementioned concerns, New York has recently employed Holding Lights that illuminate when a train is nearing a station. This could be used in a variety of settings, most notably at major transfer stations from bus to rail and from rail to bus. The exact setup at these stations would need to be custom-tailored to the station's operation; however, holding vehicles for better customer connections could greatly reduce customer trip duration and increase overall customer satisfaction.

Notes & Graphics Upon further investigation, it was found that SEPTA was actually one of the pioneers in Holding Lights. These lights are employed at a number of locations throughout the system: 69th Street TC (N, S, and W), Gulph Mills, Frankford TC, Olney TC, Fern Rock TC, and Norristown TC. Per the rules by which they are governed (BRD- 102, 29-MS1, and 29-NR1), lights are illuminated upon the arrival of the highest-priority vehicle at the respective station (the NB NHSL at Gulph Mills, the MFL at 69th and FTC, the BSL at Fern Rock, and the NB BSL at Olney). Unfortunately, these lights are not used mid-day when service is considered to be “frequent enough for missed connections to not be as impactful.” Unfortunately, this statement is frankly untrue. Many suburban bus routes operate with hourly midday headways, causing one missed connection to drastically increase customer waiting time. Granted, there is the risk of buses being held indefinitely with the seemingly perpetual MFL and BSL arrivals during rush hours and mid-day. However, having the indicator light operate for a shorter duration is one potential solution to the perpetual operation problem.

In addition to the concerns related to the usage of pre-existing holding lights, there is also the need to expand the practice beyond being one-way at major bus terminals and transfer points. No holding lights are currently in place at any Regional Rail stations, especially those where train to bus connections are common (such as Overbook). In addition, the holding lights are currently only operated one-way, making them ineffective at holding connections for both legs of one’s trip. For example, many times one will find themselves having just missed the NHSL because a bus arrives Gulph Mills at the same time as a train, but the train has no way of knowing a train has just arrived. Such a signal could be triggered in a number of ways, such as an RFID tag detecting a bus’s approach via a sensor on a nearby street, a sensor in the ground of the driveway that can detect a vehicle arriving in the station, or via the GPS on the bus that could wirelessly illuminate the signal upon arriving within a designated radius around the station. While the various implementation expansions are obviously up for evaluation, the need for one to be used throughout the system is clear.

Figure 25: R2 Warminster Weekday Timetable during Railworks (Showing BSL Connection)

Figure 26: Railworks Impact Information Detailing BSL Connection

Figure 27: Holding Light at 69th West

Figure 28: Holding Lights on NHSL Platform (69th)

Figure 29: Holding Light at Gulph Mills

Figure 30: Holding Light at NTC (Adjacent to 131 Bus Sign)

Customer Comments (from VERITAS Reports) Quite a number of VERITAS tickets relate to inter-vehicle transfers:

 9 tickets detailed missed bus to bus transfer (625768, 629107, 636767, 637576, 639196, 652901, 658487, 663184, and 665562).

 1 ticket detailed a missed train to bus transfer (627845).  1 ticket detailed a missed bus to trolley transfer (628600) and 1 ticket detailed a missed bus to trolley transfer (655454).  23 tickets detailed missed train to train transfers, 22 of which related to connections with NJ Transit in Trenton (627933, 640216, 645762, 659276, 625636, 627453, 632224, 671183, 626289, 647099, 656846, 660662, 663323, 663466, 664956, 670671, 670810, 638295, 647333, 648491, 669813, 634361) and one between a local and express on the Paoli/Thorndale line (642391).  3 tickets detailed missed rail to bus transfers, two of which from the NHSL at Norristown (652384 and 665528) and one from the MFL at Arrott TC (649351).  7 tickets complimented SEPTA operators/conductors for holding upon the transfer of customers from a connecting route (643107, 643818, 652533, 657158, and 661249).

Next Steps

 Encourage inter-conductor communications through the use of radios.  Develop technology to alert bus driver via the AMDT when a bus on a connecting route is approaching a transfer point.  Install TranistView tracking apps prior to the distribution of handheld NPT validator devices for use by Regional Rail conductors such that one can remotely check for approaching vehicles.

 Establish a pilot program to test the mobile expansion of this technology.

Utilize Regional Rail Colors Throughout the System

Problem, Classification, and Idea Since the transition from "R-Number" designations to "End of Line" designations, Regional Rail customers have been seeing in grayscale much more often. Whereas before customers would know to look for a Blue destination sign for R5 routes or a Yellow destination sign for Airport trains, customers must now rely on reading the actual destination signs to ensure they are boarding the correct train. At first, this seems like a silly point to emphasize since commuters often know where their train is going. However, visitors and infrequent riders may very well get confused by similar destination names (such as the Norristown/Doylestown sign in Figure 31) or trains on the same line with multiple destination locations. Moreover, Regional Rail customers running to catch their train would be able to see at a glance from a relatively far distance if a train is headed to their destination, rather than having to run to the door and read the sign. As such, employing the current system of Regional Rail colors to more signs throughout the system could easily improve customer satisfaction for both frequent and infrequent riders alike.

Implementation Nearly every city throughout the nation, with the notable exception being the MBTA Commuter Rail in Boston, utilizes color-coding to indicate train destinations at major terminals. In addition, as the need for more color-coding becomes increasingly apparent, stations are being upgraded to feature new amenities capable of displaying departures with colors (such as NJ Transit's NY Penn Station 7th Ave. Concourse seen before in Figure 33 and afterward in Figure 34). SEPTA is also one step ahead of other agencies in having the equipment necessary to color code lines on the trains themselves. Newer equipment features a colored LED section specifically for this purpose and older equipment utilizes slots for slide-in destination signs (the only form of color currently in use is a small band on the end visible only by the conductor). With the majority of the necessary infrastructure already in place, adding colors to train destination signs are an easy but dramatic fix for improving RR CS.

Notes & Graphics

Figure 31: Norristown and Doylestown Signage; Confusing at First-Glance

Figure 32: uxrehab.com's Mockup of NJT Signs

Figure 33: Original NJ Transit Sign Figure 34: NJT Sign after Update

Externally-Dependent Projects

(i.e. Can not be completed until another project is complete, such as NPT or Police Text-Messaging)

Automatic QuietRide Announcements

Problem, Classification, and Idea The introduction of the QuietRide program was perhaps the most successful CS&A initiative to-date. Unfortunately, it is sometimes difficult to enforce on trains. From direct observation, conductors on SLIV equipment were much more likely to announce the presence of a QuietRide car compared to those operating SLV trains. This is likely due to the use of automated announcements on the newer trains. As such, in order to ensure customers remain quite satisfied by the QuietRide program, automatic announcements of the QuietRide designation should be implemented.

Implementation Of all the fixes presented in this compilation, this is perhaps the simplest to implement. All that would have to occur to make this a reality is a mere re-programming of the onboard regional rail announcement system. In terms of the actual content, the ideal implementation would list "This car is the QuietRide Car" and other cars would say at the first few outbound stops, for QuietRide service, walk forward to the first car.

Notes & Graphics

Figure 35: Mockup of SLV QuietRide Sign

Figure 36: Mockup of Display on SLV Train

After the initial idea proposal, this idea was speciously labeled as an “Immediate Fix.” Unfortunately, after having discussed the potential technical implementation with both Mike Zaleski and Charles Tuzzo, it became apparent that the technical capability of having per-car signage is not currently feasible. In order to do so, an overhaul of the SLVs backend computer system and respective web database would be required. Since such funds will likely be appropriated along with the SLVI or Bi-level procurement, this functionality would not be capable until the sooner of the two is approved and completed.

Customer Comments (from VERITAS Reports) Numerous customers have complained regarding the lack of announcements or signage in the QuietRide car 626523, 626719, 628039, 630832, 630853, 631934, 633865). One in particular, 626321, noted the need for signs which indicate that one is in the QuietRide car (the current signs detailing the QuietRide program were not mentioned, but it can be inferred that the customer views them to be ineffective).

Next Steps Upon the completion of the aforementioned computer system upgrades, communication should develop the official signage (tweaking the proposed SLV Sign Mockup shown in Figure 35 and Figure 36). Once the signage is approved, it merely becomes a matter of having someone in Charles Tuzzo’s office upload the image file to the sever, allowing it to be displayed on the first car of every trainset.

Pay for Parking Onboard Train (via Conductor or App)

Problem, Classification, and Idea One of the most common problems customers encounter at regional rail stations relates to paying for parking. Besides the few who have hang-tag parking permits, customers must rely on a cumbersome system which involves paying for parking at an antiquated machine (possibly even an old coin slot box) before boarding the train. As a result, some customers pay for their parking and then unsafely run for their train. Worse,

51 some customers run to catch their train only to realize they had forgotten to pay for their parking. In order to improve the parking situation for customers, as well as increase platform safety, alternative methods of parking payment should be evaluated.

Implementation Presently, the easiest method would involve some offering by which customers could pay for their parking on the train. This could most easily be accomplished through the use of an external app that is built and maintained by the parking collection companies. In this case, customers in a rush would only need to remember their space number. Then, once onboard the train, customers would be able to pay for their parking through the external app. The person collecting the parking fees from the slot box would then be able to check a backend to see which spaces were paid online. While this solution is the easiest to implement and has the shortest time to implementation, another opportunity also presents itself with the upcoming regional rail implementation of NPT. Under NPT, customers should be able to tap on at their normal station and enter their space number upon entry. In addition, tagging on at a regional rail station should automatically allow the customer to pay for parking while simultaneously counting as the "tag on" for the regional rail.

Next Steps

 Meet with NPT Team to discuss how parking payments will be handled.

 Discuss mobile ticketing options with Mike Zaleski and see how the two can be integrated.

 Inquire about conductor technologies upon completion of NPT.  Speak to parking collection facilities to determine how payment could be handled.

✓Add More Ways for Collection of PATCO Transfers

Problem, Classification, and Idea It's a daily occurrence for customers at the 8th Street Market-Frankford line station. One minute the station is relatively calm, and the next it's a mad dash of New Jerseyans trying to transfer from their PATCO train. A large part of this chaos can be attributed to the lack of "transfer locations" at the 8th Street station. Since PATCO customers must give their transfer to a cashier, even with two open booths, the station's other --- points of entry are effectively rendered "out of service." In addition, this creates a bottleneck at each of the cashier booths. In order to effectively eliminate the bottleneck (increasing station access and customer satisfaction), a solution enabling each turnstile to accept transfers should be implemented.

Implementation Prior to the installation of New Payment Technologies, minimal solutions to this problem exist (as humans must visually inspect and verify that customers have a valid transfer). One method to reduce crowding at the 8th & Market entryway is to leave the station gate open and operate the station on a proof-of-purchase basis. This practice, however, is impractical as the entire transit system would need to be converted as such (which would be even more foolish than making one station "PoP"). More solutions present themselves once NPT becomes implemented. While complete integration of the two fare systems would be ideal for customers, such a solution would be difficult to implement and manage. Making use of the turnstiles' magnetic stripe readers, PATCO could dispense a magnetic SEPTA tickets from their vending machines to customers with Freedom cards similar to the way this is done today. Customers purchasing single- ride or round-trip tickets could even use their paper ticket for entry at the SEPTA turnstiles, making the situation even more convenient for the transferring PATCO- SEPTA rider. Perhaps the most obvious choice, however, is to create some sort of "load station" system within the PATCO fare system. SEPTA Transfer Validator machines could be installed at PATCO stations, on which customers would be able to tag their SEPTA Fare Media to issue a discounted transfer to their card. This simple solution

53 would require a bit more infrastructure; however, it does not deal with the headache of managing two separate systems as well as ensuring compatibility between an open and proprietary fare system.

Notes & Graphics According to Leslie Hickman of the NPT Integration team, there is currently a handshake agreement between SEPTA and the DRPA regarding the future of PATCO- SEPTA transfers. Specifically, while PATCO customers will not be able to use their freedom cards as full-fledged SEPTAKey Smart Fare Media, they will be able to use them in exactly the same fashion as the pre-existing paper transfers (with the two agencies reconciling revenue in exactly the same way as today). As a result, the problem of overcrowding at select portions of the fareline will no longer be an issue upon the full launch of SEPTAKey; all turnstiles will be capable of accepting the transfers.

⍟ ✩ Offer Discount for Exiting from the Rear Door

Problem, Classification, and Idea Walking onto any semi-crowded bus, one will find customers congregating in the front portion of the bus rather than the rear. Worse, customers who are seated near the rear door will sometimes walk to the front of the bus to exit, further increasing dwell time and leading to system wide delays. In order to encourage customers to use the rear door of the bus, a financial incentive should be provided.

Implementation The monetary incentive needed to encourage rear-door exiting would not be great; a mere five-cent refund for rear-door exiting could be enough to change customer behavior. To make such a discount possible, NPT-compatible RFID targets would need to be installed adjacent to the back door on buses. In this case, customers would be able to tape their card upon exit to have the credit applied to their card. The expense of

54 adding additional NPT readers could be offset by the added service flexibility provided by having a reader in the rear. Stops like The Plaza at King of Prussia could continue to allow rear-door boarding for all customers paying with anything other than cash. In addition, the concern related to seniors is a non-issue for two reasons: (1) they would still be able to use the seats in the front of the bus and (2) they would likely not be eligible for a discount from rear boarding (as seniors are able to ride for free).

Next Steps

 Speak to Rich Brunfield to discuss possibility of including something like this in any upcoming fare tariffs.  Determine the amount saved in dollars of having passengers exit from the rear. Weigh the implementation costs and marginal passenger costs against offering the discount to determine if it is financially stable and sensible.

See Panhandling? Text SEPTA Police

Problem, Classification, and Idea One of the biggest deterrents to ridership is the perception of homeless panhandlers lurking throughout the entire SEPTA system. While this is obviously not true, it is a problem encountered fairly regularly. Unfortunately, much of this problem persists due to the fact that policing panhandling is quite difficult for SEPTA Police (especially when the culprit is moving throughout the system). Fortunately, with the advent of SEPTA Police Text Messaging, this is a problem that can be solved.

Implementation Fortunately, the underlying technology behind panhandling reporting already exists. The problem to solve is twofold: one regards informing customers of what to do when they encounter panhandling and another has to inform customers of the benefits of them reporting panhandling. Having signs in stations and onboard vehicles that inform customers of the ways to report panhandling would likely increase reporting. In

55 addition, however, many people choose to do nothing with panhandlers since they do not wish to make someone's situation worse by causing a police encounter. In order to combat this, information as to what happens when a panhandler is reported should also be displayed. Customers would be much more likely to report panhandling if they knew the police take them to a shelter and a place where they could get food. In terms of cost, signage in stations and the like would be offset by potential revenue boosts from those who are more willing to ride knowing no panhandlers exist in or near the system.

Notes & Graphics Upon speaking with Chief Nestel, the program is still in development. Much of the delay is due to a change in the program’s implementation, necessitating a change in the original project plans.

Customer Comments (from VERITAS Reports)

 636477: Police need to better enforce panhandling on vehicles.

Next Steps

 Speak to communications to design signage to complement the program in a variety of capacities.

Report a Problem, Get 10% of the Fine

Problem, Classification, and Idea Many prohibited activities take place within the SEPTA system on a daily basis. Customers smoke, drink, stand too close to platform edges, etc. One of the reasons for these acts occurring relates to the inability of the SEPTA Police Force to monitor and be at every portion of every station at any given moment. In order to assist the police in catching these criminals and/or encouraging customers to report when they see a problem, customers who report an issue should be eligible to receive a portion of the fines paid by the arrestee.

Implementation Utilizing the Police Text Messaging system, customers would be able to text-in a problem they are witnessing. If SEPTA police are able to use that information to catch someone, such as someone smoking on the platform, the person who witnessed the incident would be eligible to receive 10% of the fine either in cash or in the form of stored value on their SEPTA NPT card. Implementing this would again only be a question of signage. Several problems do need to be addressed first, though. The issue of placing an undue burden on customers might appear, as well as questions of creating a "policing" culture.

Notes & Graphics Interestingly, according to Chief Nestel, absolutely no money goes to SEPTA when a fine is issued by a SEPTA police officer. In order for such an initiative to be created, SEPTA would either have to pay the money out of pocket (unlikely to be worthwhile in terms of cost) or have the state legislature pass an amendment establishing this sort of “reward” program.

Next Steps

 Speak with legal to determine if this is a possibility.  Conduct a survey to see just how much some of these issues, such as smoking on platforms, disturb passengers.

Long-Term Solutions

Add More "Natural" Lighting in Station Entryways

Problem, Classification, and Idea Many stations today are dark and desolate, making them unappealing to the everyday rider. Adding more natural light would make them much more inviting.

Implementation Retrofitting preexisting subway stations and concourse areas to feature more natural light would be exorbitantly expensive and cost-prohibitive. Mimicking natural light through the use of upwards-facing LEDs in ceiling vaults would greatly enhance attractiveness at a relatively modest cost. Initial research reveals that installing a five meter "faux light shaft" could be done for as little as $10 including lighting, wiring, and installation. Such an implementation is already in place in parts of Philadelphia's concourse areas (in sections controlled by the DRPA / PATCO).

Notes & Graphics Historically, the subway concourses were designed to ease construction of the Broad Street and Market-Frankford lines. However, the plan for the post-construction usage of the concourses, as envisioned by master Philadelphia planner Ed Bacon, consisted of much natural light. This was most evident in the windows surrounding the 1616 JFK ice skating rink which was closed and covered to make way for the construction of a Penn Center office tower.

Figure 37: Ice Skating Rink at 1616 JFK in Philadelphia

Figure 38: Appearance of Skylight in PATCO 8th & Market

Figure 39: Underneath View of "Skylight" Reveals LEDs

Next Steps

 Meet with concourse project leaders to identify opportunities for this to be implemented throughout the SEPTA portion of the concourses.  Find spaces in other stations where this could be beneficial, such as Suburban Station (to mimic Market East with the large windows and great amount of natural light.

Play Music in Station Entryways

Problem, Classification, and Idea Music has been known to make spaces more inviting and improve customer waiting experiences.1 Adding music to stations and concourse areas could improve the customer experience from a number of aspects, most notably a perceived decrease in wait time.

1 Antonides, Gerrit, Peter C. Verhoef, and Marcel Van Aalst. "Consumer Perception And Evaluation Of Waiting Time: A Field Experiment." Journal Of Consumer Psychology (Lawrence Erlbaum Associates) 12.3 (2002): 193-202. EBSCO MegaFILE. Web. 21 July 2014

Implementation Market East station already features Smooth Jazz played over the PA-system in the concourse level of the station. While this practice is effective in NJ Transit's 7th Avenue Concourse in NY Penn Station, the same can not be said for Market East. Unlike NJ Transit customers who must eagerly wait on the concourse level for their train's boarding location to be posted, Regional Rail customers know their train's boarding location well in advance. As a result, many choose to wait directly on the platform level, thereby rendering the music useless for all but the small subset who choose to remain in the waiting area on the concourse level. Expanding this practice of playing music to the platform level would likely improve waiting conditions for the majority of waiting customers. In addition, expanding this to other Center City stations, such as Suburban Station and 30th Street Station, could make the waiting more bearable for the nearly 37,000 using those two stations. Adding music to some of the Center City subway/elevated lines might also be beneficial, although more research would need to be conducted to determine the feasibility and effectiveness of such an implementation.

While waiting at a subway/elevated or outlying station is generally less pleasant than waiting in a Center City station (due to station amenities), it is NOT recommended that music be added. This is due to the fact that the current speaker design plays muffled announcements and adding muffled music would likely lead to decreased customer satisfaction, if anything. Improving the speaker infrastructure at outlying stations would be entirely cost-prohibitive and would not generate anywhere near a substantial-enough return.

Adding music to the concourse areas surrounding the subway would be beneficial in that they would increase Customer Satisfaction, the high cost of audio infrastructure causes such an initiative to be of concern. Seeking external musicians to play in the concourse, effectively an expansion of the existing Suburban / Market East performance program, would be able to achieve the same benefit at minimal administrative cost. Additionally, given the preexisting database of performers and the

61 excess demand for performance space, this is something that could be implemented and translate into improved Customer Service as early as tomorrow.

Long term, it might be helpful to promote the concourse space as an event venue by perhaps investing in a performing arts stage in the South Broad section of the concourse. A promotional music festival held throughout the entire concourse, along with a main event on the large stage, could help attract customers to a rejuvenated and more inviting concourse area.

Next Steps

 Determine where speakers are currently installed as well as how the system could be modified to play music from the backend.

 Find out about licensing possibilities or any charges that would have to be associated with playing recorded music.  Speak to music program administrators to discuss the possibility of expanding the program to various areas of the concourse.

Increase Number and Presence of Updated "Help Points"

Problem, Classification, and Idea Customers are increasingly wary of their safety throughout the SEPTA system, most notably in walkways and the large concourse area. Emergency Call Boxes help reduce this concern, as customers know they can quickly and rapidly reach police if necessary. In addition to the emergency functionality, these boxes can be expanded to also serve customers needing information throughout the system. These two features would greatly improve customers' perceptions of security as well as the ease with which they navigate the concourse areas.

Implementation Modeled after the newly-designed "Help Point" found in the NYC Subway system,2 the devices upon installation would be quite similar in operation to the current emergency intercoms; however, they would also feature the ability for customers to communicate with the 4th Floor Customer Service Center and ask for directions or navigation information. First and foremost, these new devices should be installed as part of the concourse rehabilitation improvement project. Doing so not only would make the area more secure (as many emergency call boxes have been removed from the area), but it would also make it easier for customers to navigate the concourse (as call center attendants would be able to specifically identify from where the call is being placed and then offer directions accordingly). Such a project would be costly to install; however, given that the funds exist (as money has already been appropriated fund such concourse improvements) and the devices would improve both Customer Service and Security, their installation should be done without hesitation.

Beyond the concourses, expanding these devices throughout the system would also be beneficial. However, as previously stated, managing the high capital outflow would be necessary before such in-system devices were installed.

2 http://www.mta.info/news/2012/09/21/help-points-coming-102-subway-stations

Notes & Graphics

Figure 40: Missing Call Box Photographed in South Broad Concourse

Figure 41: Missing Call Box Photographed in Concourse around City Hall

Figure 42: NYC Subway Help Point Design

Figure 43: Image of MTA Help Point on Platform Wall

Further research, conducted in the form of an hour-long phone dialogue with Dewey Wesley (Help Point Initiative Designer Manager for MTA NYCT), revealed a number of details related to the program. Full interview notes are available in the appendices, but a summary of notes are as follows:

The initiative began in May of 2010 after the MTA Chairman identified three problems with the preexisting audio intercoms which translated into three design features of the Help Points:

 Wayfinding o They are difficult to find (boxes are small and often hidden). o SOLUTION: Tall, slim, and visible with a blue light on the top.  Response Time o They take a while to connect (15 rings on average when they even work). o SOLUTION: All-digital connection leads to immediate connections in less than three seconds.  Audio Quality o It is difficult to hear the person on the other end. o SOLUTION: All-digital connection leads to crystal clear audio.  The manufacturer (BTI - Boyce Tech Incorporated) is a pre-approved vendor who was responsible for much of the design of the NYC Subway System.  The physical units are modular in nature meaning they could use either wired or wireless technology and can be expanded to include things like video cameras.  Each device has an IP address and is connected to a backend LAN.  To minimize the costs of wiring with wired units, the MTA utilizes some of the existing unused wires found in TransitWireless' cellular/wifi base station.  Units themselves cost $11,000. The MTA budgets 350-400k per station towards help point deployments factoring in every aspect of implementation costs (although this would be less for SEPTA given that we would need fewer units per station and much of the infrastructure necessary to support this program already exists).  Help points are placed on each platform with one at the 1/4 and 3/4 points of elevated platforms and one at the 1/6, 1/2, and 5/6 points of underground

stations (however, SEPTA would need fewer since our platforms are 2/3 to half the length of a typical MTA station).  The biggest benefit they see is the immediate connection to the control center and customer service center in the event that customers encounter an emergency or need assistance.

Next Steps

 Speak with operations and station facility persons about the opportunity to install these throughout the system (potentially as a pilot at a center city station with many passengers).  Determine if it would be useful to integrate NPT into these help points such that customers with card issues could receive remote support without the need for a human directly at every station entrance to handle every problem.

Free Retail Space in the Concourse

Problem, Classification, and Idea One of the most prominent problems facing the underground concourse area is the lack of activity throughout the area. Not only does this contribute linearly to the lack of use, but it also contributes exponentially through the form of a pseudo-network effect (more people will be inclined to spend time in the concourse area as more people spend time there). As such, it is quite difficult to attract the initial user base to the area without some galvanizing factor. Luckily, the concourse overhaul project provides the perfect opportunity to attract new users to the area. In order to ensure that the plan doesn't falter (with a sharp increase in users, only to be followed by an increasing decline in usage), one must ensure that attractions are placed in the concourse to make the area a destination in and of itself. The best option for this plan would involve the use of free retail space, as the offering would bring businesses down to the area and the businesses would precisely bring customers down to the concourses.

Implementation In order to ensure that the free retail space is given to those who would actually draw customers, it would be important to analyze businesses for potential market appeal prior to the subleasing of any space. Consumer tests can only account for so much of this testing; a large portion of the appeal will be entirely indeterminable until the installation within the concourse area. One method of increasing patronage, drawing appeal, and ensuring businesses could be sustainable in attractiveness, involves the use of a high-publicity "shop event" wherein various merchants would be allowed to establish tents all throughout the concourse. Consumers would then be able to rate the locations based on their perceptions and SEPTA could monitor the number of persons traveling to each establishment. Based upon these figures, the most popular attractions/shops/restaurants would be invited to establish a semi-permanent location in the concourse with absolutely free rent for a specific period of time, followed by a nominal rental fee to maintain their underground establishment.

Next Steps

 Speak to Legal team to determine provisions in contract which may or may not block this from happening.

 Ask Real Estate if this is doable from a leasing standpoint.  Meet with Rich Burnfield regarding the financials of this.

Install Station Entrance Globes

Problem, Classification, and Idea For years, "entrance globes" have adorned each of the MTA NYCT's subway station entrances. These globes not only make it easy to locate station entrances, but also make it easy to determine if a station entrance is open at all times or only part time. While Philadelphia has begun installing similar "Green Lollipops" throughout the Center City district, expanding them to all stations could help with SEPTA branding in addition to making it easy to ride given that entrance locations would be clearly marked.

Implementation The entrance markers located throughout Center City are great in that they designate where entrances are located. However, given their lighted status, they have the capability of doing much more than those found in NYC. Whereas the MTA uses two colors (green for open 24/7 and red for exit only or part-time entrance – the latter being formerly yellow), there is no method of changing an indication. In Philadelphia, SEPTA could easily harness the capability of these indicators to change from green to red upon a station or exit's closure. Moreover, these signs could also replace those at Trolley Tunnel stops (with the newly-widespread SEPTA sign turning blue when trolleys are on diversion).

Next Steps

 Meet with Real Estate to determine who owns the lights in the various stations.  Talk to Communications and Marketing about branding the signs as a key feature of SEPTA stations.  Work with EM&C to design the internal LED-indication mechanism.

Build Inexpensive Grade Crossings

Problem, Classification, and Idea Regional Rail customers at stations without grade crossings often face the daily predicament of crossing to the other side of the tracks. Be it an underpass or overpass, doing so requires ascending and descending multiple flights of steps. Worse, some stations have absolutely no access from one portion of the station. As an alternative, some customers choose to save time and energy by unsafely crossing the tracks at- grade. Adding more designated at-grade crossings would enable customers to avoid the steps and cross in a safe manor, thereby benefiting customer safety and station access.

Implementation Most stations would not require a complex grade crossing to be installed. The infrastructure required (planks, signage, and the crossing protection system) would be

69 somewhat costly; however, a cost-benefit analysis should be performed on a case-by- case basis.

At stations such as Conshohocken, customers are already crossing dangerously; adding a new platform-end grade crossing (similar to that of Fernwood-Yeadon) could aid this situation. In addition, while trains do indeed have to slow through crossings, the Conshohocken station is served only by local trains (meaning no passengers would experience an increased trip speed due to the crossing's installation. These are just some of the factors that need to be evaluated along with each station's safety profile (consisting of unsafe crossings and injuries) at any given station.

One additional unique and specific crossing scenario exists at Fern Rock Transportation Center. Currently, there is no access to the station from the Eastern portion of the station. Someone who lives directly adjacent to the tracks is faced with either running across the tracks or having to walk more than a mile just to access the station entrance. In order to solve this specific problem, a staircase should be added from the outbound platform to a new inexpensive grade crossing over the siding track. Inter-track fencing as well as fencing along the main outbound track should be installed as an additional safety measure. Overall, this would cheaply enable east-side access to the station without the need for much infrastructure. In addition, such a crossing would not disrupt Regional Rail service as the track is currently used to store Push-Pull trainsets between the AM and PM peak periods.

Notes & Graphics

Figure 44: Conshohocken Station Site

Figure 45: Man Illegally Crossing Tracks

Figure 46: Fern Rock TC Site with Proposed Pathway, Crossing, and Fencing

Figure 47: Current View of Main Tracks at FRTC showing Lack of Inner-Track Fencing

Customer Comments (from VERITAS Tickets)  660209: Request for track crossing at Conshohocken station written by Board member for Grande at Riverview Condominiums (across from Conshohocken station). Also stated Conshohocken Borough Council would further support such a development, but need more information related to development.  666590: Customer stated that she and her fellow passengers have expressed interest in having a mid-track grade crossing installed at Conshohocken station.

Next Steps

 Speak to EM&C about the possibility of constructing each project, as well as for cost figures to get a more accurate cost estimate.  Speak to real estate and/or legal about the feasibility of placing a grade crossing on the tracks.

Ring Door Closing Chime When Unsafe to Board Push-Pulls

Problem, Classification, and Idea One of the fatal flaws in the original regional rail equipment is the requirement that train doors remain open for the entire amount of time that low-level traps are open. As such, a dangerous situation presents itself while trains are about to depart: a passenger has no way of knowing if the "go" signal had already been given, making it possible for a train to begin moving while a customer is boarding or detraining. This issue is exacerbated by the Push-Pull Bomber trains which are not able to readily stop following a conductor’s signal to proceed. In order to prevent this from occurring, a standardized practice of either protecting doors or discouraging customers from boarding should be employed.

Implementation One way to solve this problem is to ring the "door closing" buzzer continually throughout the train's departure. This could prevent customers from boarding, but does have two potential downsides. First, customers might wind up assuming the train is about to depart rather than departing, causing them to sprint and attempt to board the moving train. In addition, in order to cancel the noise, conductors may inadvertently open more doors than they had anticipated (creating further danger with regard to train departures.

Notes & Graphics Further investigation of this topic consisted of interviews with various SEPTA maintenance managers as well as site visits to tour all types of regional rail equipment at both Roberts and Powelton yards. Based upon the design of the Push-Pull trains, there are several challenges to this occurring. Were a train ready to depart, the conductor could press the door close button, causing the door chime to ring for three seconds. Unfortunately, there is no way to continue this noise beyond the three seconds without first closing the trap, allowing the door to be shut, reopening the door, and then reopening the trap (rendering the entire process useless as the sole reason for such a solution is to prevent people from boarding while the doors are open). Another concern related to this was also the instinctive nature of many to run towards, rather than away from, a train ringing its door closing chime (a psychological fact which might have actually led to decreased rather than increased safety).

Next Steps Given that this solution is infeasible, one should evaluate an alternative measure to solve the crux of the problem: being able to open and close door traps on the push pull trains. Per the latest picking, most trains operate with three crew members (one conductor and two ACs), leaving half of the doorsets completely unmanned at low-level stations. One possible solution to this could make use of the widespread SEPTA labor force which regularly rides the regional rail. SEPTA Employees who take a special “Employee Assistant” program could assist the conductors on their regular trains by opening and closing the trap at stops. This relatively simple task could easily be

74 accomplished by a large portion of the SEPTA workforce. Moreover, given that the Push-Pull consists (where the door assistance is most necessary) run only in the peak direction during peak hours, employees will always be aboard these trains, effectively eliminating the entire concern.

Place Garbage Bags on Trains

Problem, Classification, and Idea One of the most common misconceptions about SEPTA is that the entire system is dirty and full of trash. While this is not true, much of it is due to several lasting incidents of customers encountering trash in the SEPTA system. In order to facilitate better garbage collection, garbage cans should be added to the entire SEPTA fleet. With the legal, correct, and sanitary method of trash disposal being, for lack of a better term, right at the customer's disposal, proper placement of trash in designated receptions would likely increase in frequency.

Implementation Adding full trash receptacles to all vehicles would likely be a difficult task. On current vehicles, simple garbage bags could be added adjacent to each doorset. While this might improve collection, however, the unsettling smell and appearance of trash would likely lead to an overall decrease in customer satisfaction. As a result, it is NOT recommended that current vehicles are adapted to support garbage collection. However, SEPTA should ensure that all newly-procured vehicles do contain waste receptacles in each train, trolley, or bus.

Next Steps

 Speak with operations to discuss the cost of having trash cans on trains and paying for the labor to have the cans emptied.

 Calculate the cost of retrofitting old equipment and determining if it would be worthwhile to do so.

 Determine if doing so would have any negative impact on trash collection in stations.

 Determine if having these would inadvertently attract vermin to stations.

Add More Sideways Seats

Problem, Classification, and Idea One of the greatest challenges to rolling stock and road vehicles is creating a good design with regard to seat layout. According to studies, there is a system which is the most efficient: having forward/backwards facing seats at the ends of cars with sideways facing seats in the middle (between staggered doorsets). Utilizing this information to its fullest extent can not occur until the procurement of new MFL or BSL vehicles (which is not set to occur for quite some time). Until then, there are some design elements that should be considered for the rehab of the M4 cars. As it stands, a portion of the MFL vehicles are set to feature removed seats and windscreens. While this would create bigger areas for customers to wait, adding sideways facing seats could be beneficial.

Implementation Sideways-facing seats benefit vehicles for a number of reasons. First, customers in these seats tend to be likely to utilize all of the space (as no one must worry about being "trapped" in a window seat). In addition, these seats provide more standing room for customers in the car, allowing the vehicles to accommodate a much greater number of people. This measure, while less drastic than things similar to the "Big Red" trains on the MBTA, would still work well due to the operation of the MFL being similar to many NYC subway lines (with regard to "through-service").

Next Steps  Meet with M4 overhaul project directors to express design concerns and discuss implementation into future overhauls.

 Evaluate the seating usage habits on both the MFL and BSL trains via the on- vehicle security cameras.  Meet with vehicle procurement heads to discuss implementing this information into future bus and railcar bid requirements.

Establish Procedures for Requesting High-Level Boarding

Problem, Classification, and Idea Outlying stations are increasingly being built with mini-high level platforms. Incidentally, however, these mini-highs are seldom used. There are instances where their use would clearly benefit customers, most notably for senior citizens or disabled patrons who take much time ascending/descending the train's steps. Encouraging the use of these mini-high platforms could greatly benefit customers in terms of faster trips and more accessible transit for all.

Implementation A large part of why customers don't use these platforms is that they do not know that they can nor do they know how they are able to. One method of enabling customers to request high-level boarding is through the use of an app which would notify the control center and conductor (via their NPT smartphone) that a customer would like to board the train at a high-level platform. For senior citizens, a relatively inexpensive physical implementation could be installed where a button would send the same signal to the computerized backend using the xFinity Wi-Fi already existing at many stations. Finally, the operation could also occur in a fashion similar to that of the NHSL (which uses lights for customers to request stops). All three of these would be moderately costly, but would go a long way to improving customer service for those who find difficulty with either ascending or descending steps.

Customer Comments (from VERITAS Tickets)  625936: Customer requested mini-high with bridge plate, but conductor denied request stating “you can do it; you don’t need it.”

 660520: A problem exists for those in wheelchairs in that few employees have the proper bridge plate keys.

Next Steps  Speak with NHSL operations or maintenance people regarding the design and usage of the NHSL “stop at station” lights.  Determine how this information could be integrated with the RR Conductors’ handheld devices under NPT.  Speak with communications to design signage and brochures detailing how customers can save everyone time by using the mini-high platforms.

Enable Customers to Request More Boarding Time

Problem, Classification, and Idea One of the largest deterrents to senior citizens traveling on public transit is the constant motion of the vehicles. In order to make services more attractive to them, there should be a method by which customers can request additional time to board vehicles.

Implementation One of the easiest ways to allow customers to request additional boarding/exiting time on the regional rail is by having customers ask their conductor. On the MFL and BSL, the front of the train should be rebranded as the “Full Service Boarding Area.” This would give that portion of the platform a name which could be used across multiple purposed. Benches could be placed in this section, whereby a rule could be established requiring operators to wait for all customers to board who are in this area (i.e. seniors can remain seated until trains come to a stop and open their doors before standing). This term could also be used for the “Designated Bridge Plate Boarding Areas” and the marked areas for overnight fare payment, bringing this all together under one unified term.

Next Steps  Meet with operations to discuss the implementation of such an area.  Meet with communications to have signage and informational brochures designed to indicate, designate, and explain the program.