Photo by Marcin Wichary on Flickr.
Metro used to publish lists of service disruptions online, but soon after I published a post analyzing the data, Metro stopped posting new reports and eventually removed the entire archive. Is this good customer relations?
Metro officials say that the reports require a lot of staff time, but they already have internal reports that show the same information, just in a more technical way. Metro could, and should, still release those reports to interested members of the press or transit aficionados who can interpret them for the public.
If Metro’s performance is getting better, then posting these reports would help advocates write reports or articles about that fact, and boost public confidence in the work CEO Richard Sarles and his team are doing. If the performance is not getting better, then we should be having a public conversation with WMATA officials about what it would take to get improvements, or when the current repair schedule will start to bear fruit.
Here’s an example service disruption from a report I received from a WMATA insider:
TRAIN GOES TO B4 AT POINT OF POWER, HAVE TO CUT OUT ATP TO MOVE, NOT DISPATCHED, K08, CMD, ATCC, 918
Other reports are a little simpler to understand:
NO ALL DOORS CLOSED CUSTOMER POSSIBLY HOLDING THE DOORS
A lot of this message wouldn’t make sense to the vast majority of commuters. WMATA could still post these with a glossary that helps decode even this cryptic report, though there is the possibility that customers would see them and be confused, or call in to customer service about it.
Instead of posting these, WMATA created a “Vital Signs” report, which lists a few high-level metrics like overall rail on-time performance. But one number for rail on-time performance hides a lot of important information. A train can be late up to half the headway and still count as on time, meaning that when trains run every 20 minutes, trains could still be 10 minutes late or early. It doesn’t include performance during planned track work, and other factors.
Today, WMATA’s approach to public information seems to be to release only a few conclusions, not any deeper information. When the Riders’ Advisory Council or others have asked for more, they’ve been told that it’s the job of staff, and nobody else, to analyze data and tell the public and press what to believe about the issues.
But to many riders, this isn’t satisfying. WMATA officials say they’re aggressively fixing problems, but will those fixes actually lead to better performance, and when? So far, the agency has just cut the on-time performance target from 95% to 90%. It’s never met its goal for the frequency equipment breaks down (“mean time before failure”) since the data have been reported, and does not appear to be improving.
It’s no secret that WMATA’s reputation as a reliable transit service is tarnished by frequent service delays and offloads. If Metro begins to publish these reports again, customers could decipher the differences in service disruptions that are the fault of customer behavior like blocking doors, sick passengers, or police activity, and those that are due to maintenance issues like brake, track control circuit, or door problems.
Chicago reports number of rail delays of 10 minutes or more, percentage of track that is affected by a slow zone restriction, miles between rail vehicle defects, percentage of the rail fleet unavailable for service, and percentage of customer complaints not closed out within 14 days.
San Francisco reports how closely they’re meeting the schedule (similar to WMATA), how the headways match up against the plan (more useful to customers for frequent routes), the amount of service, late pull-outs, overcrowded vehicles, the number of unexcused absences, mean distance between failures for trains, vacancy rates for service-
critical positions, and the complaint resolution rate within 14 days.
San Francisco and Chicago implemented better performance reporting as part of an effort to regain the public trust after a long decline in service. Metro should do the same in a concerted effort to truly move Metro Forward.