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Station Meet and Greets:
The Most Common Customer Complaints (Part II of II)

June 24, 2014

Dear Reader:
A few weeks ago, I sent out the first of a two-series e-newsletter (link) about my April station meet and greet's and the most common customer complaints that my colleagues and I receive.  I will close up this series by talking about why BART does not operate twenty-four hours a day (or at least later on Friday and Saturday nights) and respond to the regular complaint about the cleanliness of BART.

BART Operating Hours

Several patrons wonder why BART does not operate twenty-four hours a day or at least later on Friday and Saturday nights to accommodate the high Transbay travel demand to/from San Francisco.  A less frequent complaint, but one that is more of a lifeline consideration, is the fact that BART does not begin service on Sundays and holidays until 8:00AM.  As the representative of some of the lowest income communities of the BART District and due to the impact this has on being able to serve airport-goers, this is of added concern to me.  Inquiries about BART’s operating hours are so common that BART has a webpage dedicated to responding to these questions.  Often times, though, the explanation is not sufficient for customers.  They point out that a number of other transit agencies provide this service and still manage to be able to keep their systems maintained.

Aside from there being a number of other subway systems that, like BART, do not offer twenty-four hour service (WMATA, London Underground, Paris Metro, etc), BART is not like the systems customers often compare it to when it comes to service hours for a multitude of reasons.  For one thing, BART serves a region, whereas many of the systems that customers compare BART to are metro rail systems that serve a more localized market.  One result of this is that there is a lot more area that BART covers, a lot more track that must be maintained (104 miles worth in all), and line lengths that are a bit longer than your typical metro rail service (51.4 miles for our longest route).  The significance of line lengths is the fact that any disruption on one part of the line impacts the entire line (i.e., the delay at mile post 1 will be felt at mile post 45 also).  And the longer a line's length is, the more residual delays the line will experience and the more people/stations will be impacted by the delay.

Another impact of BART's large service area and line lengths is its effect on the time window for track maintenance.  The time to perform maintenance isn’t from the time the last trains depart (12:00AM) until the first trains depart (4:00AM on weekdays); it’s generally from the time the last trains arrive at their destination and the time the first trains depart.  Because BART covers a much larger area and has longer line lengths, those windows are much shorter than they are for localized service providers.  Consider that BART's longest line takes about one-and-a-half hours to complete.  If you compare this to another system whose line length is just thirty minutes (as an example), that other system could provide a last train as late as 1:00AM and still make it to it's final destination by the same time our longest line's last train that departs at midnight does.

In addition, BART’s service (and the demand for overnight service) revolves around getting people into/out of San Francisco.  As a result, unlike other transit systems, BART has a unique design in which four legs of service from the East Bay converge into a single alignment through San Francisco.  In most other settings, the various lines operate isolated from one-another with only a short distance of convergence, if any.  So, while other systems have the flexibility to work on one service line and leave the other lines open overnight, BART does not have that type of flexibility since most routes converge onto the San Francisco alignment and all of our routes work together to serve the markets going to/from San Francisco.  With so many people going to/from San Francisco from everywhere, we must find a way to accommodate that demand by providing each leg of service into/out of San Francisco with a sufficient volume of trains or transfer arrangements.  Unfortunately, the demand for this service is too significant such that there is no way to provide an adequate volume of service to accommodate the demand while at the same time keeping the volume of service low enough to allow for track maintenance with minimal interruption and with appropriate safety protections for our workers.

A last point of comparison is the technology that BART operates on.  Most late night and 24/7 service providers operate with overhead catenary system (OCS) power, in which the trains are fed power through an overhead wire.  BART’s utilization of an electric third rail adds complications when it comes to worker safety.  Not only does BART need to be considerate of trains passing by work crews; we must also be mindful of workers being in near contact with our power source.  As a result, the power must be turned off to accommodate overnight maintenance, further forbidding our ability to provide overnight service.

Last, but not least, there are various rules in place (including state and federal mandates) relating to track worker safety that make the overnight track maintenance hours invaluable for BART.  In order to protect the safety of our track workers, BART is not able to perform daytime track work without severally disrupting service.  This reality recently became further pronounced (i.e., some of the limited daytime track work we once did can no longer take palce without impacting service delivery) as a result of new state mandates.  For one example, BART used to be able to single track (i.e., use one track for service in both directions) at full speed while having a track maintenance crew working on the other (unused) track.  New state rules now require that we operate at reduced speeds (27 MPH) even if we are single-tracking through the work area and on the track not being worked on.  Rather than impacting customers' travel experiences with daytime track work, we try to do as much work as possible at night, making those nighttime maintenance hours all the more imperative.

Some systems get around these hurdles by having double tracking (i.e., four sets of tracks throughout a track alignment) so that trains can operate on one set of tracks while work is done on the other.  BART does not have the double tracking that affords that flexibility and there is not enough real estate available to purchase and implement this option.

In light of this, what BART and partner agencies have done and are working diligently to improve is the provision of overnight Transbay bus service between San Francisco, the various locations that BART serves, and more.  The Metropolitan Transportation Commission (MTC) is a key facilitator of this effort.  Learn more about the Regional All Nighter service through this link (here).

Photo Credit: Flickr.com/pbo31

Cleanliness on BART

The cleanliness of BART stations and trains is the last of my “top four” list of common customer complaints.  In short, station cleanliness has been compromised over time due to District priorities in light of the economic bubble, increased labor costs, and regional funding mandates.  Over the last decade or more, as the number of stations and passengers has increased, the number of janitorial staff has failed to keep pace and, in fact, decreased.  Compared to 2002, when BART had 39 stations, customers made 310,725 average weekday trips, and we had 143 System Service Workers (our version of janitors); in 2013, those numbers were 44, 387,054, and 109, respectively.   Put differently, a 13% increase in stations and 25% increase in passenger volumes was met with a 24% reduction in System Service Workers.  Previously, most stations had a System Service Worker assigned exclusively to that station.  Today, several stations share a System Service Worker who must travel back/forth between the stations he/she oversees for that day.  In some cases, this results in a given station having only one-third of a System Service Worker’s attention for the day.

When the economy hit the region (before my time on the Board), BART staff and its Board of Directors had to choose where to make cuts.  In choosing between train vehicle maintenance, track maintenance, train operations, and other options, system service became one of the key areas where investment was reduced.  There also came a time when the region’s transit operators were instructed by the Metropolitan Transportation Commission (MTC) to reduce operating costs by a specified percentage, while still maintaining the same level of service.  Given various constraints on our end, including negotiated labor contracts, system service once again was the area that was compromised.

However, with the exception of the impacts of increased passenger volumes, station exteriors and train interiors tend to be less impacted by the aforementioned constraints.  Most BART station parking areas are swept by a street sweeper on a weekly basis (twice a week at the El Cerrito del Norte Station).  The interiors of trains are also cleaned on a nightly basis, as well as “swept through” at the end of most runs.  Also, stations are power washed every two-to-three months.

The good news for System Service is that, for the first time in a long time, the 2014/2015 budget includes allocations for seven (7) additional System Service Workers.  This will hopefully be the beginning of a turn in System Service investment that customers will be able to see over the next few years.

Sincerely yours,

 


Zakhary Mallett, MCP
Director, District 7
San Francisco Bay Area Rapid Transit District (BART)