CIVITAS' Select Bus Survey Results and Recommendations

March 21, 2011

Jay Walder
Chairman and Chief Executive Officer

Metropolitan Transit Authority
347 Madison Avenue
New York, NY 10017-3739

Dear Mr. Walder,

CIVITAS has been a strong supporter of Bus Rapid Transit (BRT) plans on First and Second Avenue and has been an active member of the Community Advisory Committee (CAC) since 2009. We saw as a sign of progress the October 2010 launch of the Select Bus Service (SBS) line and its promise to improve travel times along the corridor from 125th Street to South Ferry, a route that is underserved by efficient transit.

Throughout the planning process, led by the Metropolitan Transit Authority (MTA) and partner New York City Department of Transportation (DOT), CIVITAS has been impressed by the efficient implementation of the new bus line, and opportunities for community input at CAC meetings, and public open houses. Since its October 2010 launch, the highly anticipated SBS has been met with a mix of enthusiasm and skepticism charged by new procedures such as off-board ticketing, proof of payment receipts, three bus entrances, and a designated bus lane with camera enforcement.

In order to gauge the success and shortfalls of SBS’ first few months, CIVITAS conducted a survey from November 1, 2010 to January 3, 2011 focusing on rider experience in the areas of ticketing, boarding, traffic flow, and overall efficiency. We received 262 responses from riders throughout the First and Second Avenue corridor.

Although CIVITAS’ Select Bus Rider Survey revealed an overall—62%—positive response to SBS, particularly due to the noticeable decrease in travel time, the public response includes a list of complaints and concerns that must be addressed. These fall into the following seven categories:

• MTA Outreach/Education
• Off-Board Ticket Machines
• Bus Stops
• Bus Ride/Design
• Bus Lanes
• Paper Receipts
• Customer Service

While some of these items may pertain to larger issues such as infrastructure and technology, there are short-term and manageable concerns that would significantly improve the public impression of SBS if properly addressed. The Raw Data attachment includes survey statistics from over 250 responders and the Summary attachment highlights comments most frequently addressed within the survey. For immediate improvement we would like to make three recommendations.

1. Consistent Publication of SBS Stop Locations

CIVITAS commends the MTA and DOT for the public outreach that took place prior to the implementation of the new system and especially staff orientations at bus stops within the early months proved to be beneficial. There is a lack of consistency, however, regarding the exact stop locations along the SBS route. This can be found in publications such as the M15 bus schedule pamphlet, (“MTA/New York City Transit Manhattan Bus Schedules." Mta.info. Web. 17 Mar. 2011. http://www.mta.info/nyct/service/bus/mhtnsch.htm), the Bus Rapid Transit webpage, (“Bus Rapid Transit - First and Second Avenues." NYC.gov. Web. 17 Mar. 2011. http://www.nyc.gov/html/brt/html/current/first_ave.shtml), and the Select Bus Service Newsletter (+selectbusservice First Avenue/Second Avenue. Newsletter 2/Fall 2010. Print). It is crucial for riders, local to NYC or visiting tourists, to have these maps readily available at each stop, online, and on buses in order to plan ahead and anticipate the connections to other transit lines. Similarly, updates to the Second Avenue bus route due to subway construction should be prominently featured.

2. Improved Maintenance and Additional Machines

The MetroCard machines are frequently inoperable, whether due to technical problems or lack of paper receipts. This creates a backup at congested bus stops and increases the risk of passenger fines. We recommend that MTA increase inspection frequency, and set up a direct and efficient method for customers to report locations of broken machines. The current method for reporting broken machines by calling MTA’s customer service number, 718-330-1234, is time-consuming and confusing. Furthermore, installing additional machines at congested stops such as 14^th, 34^th, and 79^th Streets would speed the boarding process and reduce crowding around working machines.

3. Better Cross-Town Bus Connections

CIVITAS has been a strong supporter of the limited nature of the SBS stop locations and has advocated for roughly 10-blocks separating each express stop. There are stops, however, where the distance between an SBS and local bus, or a cross-town bus should be reexamined. This is apparent throughout the corridor where riders must cross a major cross-town intersection to transfer buses, a situation that is unsafe for riders of all ages, and especially those who are less mobile. This is evident at the 25^th, 88^th, 97^th and 100^th Street stops, which are two or more blocks from the 23^rd, 86^th, and 96^th Street cross-town buses respectively.

We urge MTA and DOT to reevaluate the stop locations that are placed blocks away from the cross-town connection.

Although a significant number of survey comments addressed the lack of a stop at the 72^nd Street cross-town bus connection, CIVITAS feels strongly that an additional stop would deter from the efficient and established route. This discussion should be reconsidered, however, with the future completion of the 72^nd Street Second Avenue subway stop.

The Select Bus Rider Survey revealed complaints about the SBS experience that have longer-term solutions relating to the established SBS infrastructure. We recognize that paper receipts are central to the off-board payment and three-door boarding opportunities of the SBS model, but they create excessive litter and are easily misplaced. CIVITAS supports the implementation of a universal MetroCard that will electronically store off-board purchases and transfer information. We hope MTA will continue to utilize technology to streamline payments and boarding procedures.

We thank you for your continuing efforts to engage the community in order to better serve riders and East Side transit. Our objective is for this information to be useful as MTA moves forward in improving the Select Bus Service on First and Second Avenue and implementing new SBS routes throughout New York City.

Sincerely,

Hunter F. Armstrong
Executive Director

Tali Cantor
Associate Director

Hon. Carolyn Maloney, US Congresswoman
Hon. Christine C. Quinn, NYC Council Speaker
Hon. Scott M. Stringer, Manhattan Borough President
Hon. Liz Krueger, NYS Senator
Hon. Jose M. Serrano, NYS Senator
Hon. Jonathan L. Bing, NYS Assembly Member
Hon. Micah Z. Kellner, NYS Assembly Member
Hon. Daniel R. Garodnick, NYC Council Member
Hon. Jessica S. Lappin, NYC Council Member
Hon. Melissa Mark-Viverito, NYC Council Member
Robert Marino, Director, MTA NYCT Government & Community Relations
Ted Orosz, Director, MTA NYCT Long Range Bus Planning
Kate Mikuliak, NYCDOT BRT Outreach Coordinator
Manhattan Community Board 8
Manhattan Community Board 11

Summary of Comments & Raw Data

Complete a Short Survey: Select Bus Service on First and Second Avenue

CIVITAS supports the October 2010 implementation of Select Bus Service (SBS) on First and Second Avenue (South Ferry to 125th Street), which replaces the M15 Limited. The East Side was chosen for the Manhattan bus rapid transit (BRT) pilot project after the successful BRT line was implemented in the Bronx. If successful, SBS represents an inexpensive and innovative transportation approach to New York City. Since 2009, CIVITAS has participated in the Community Advisory Committee, a coalition comprised of the MTA, NYC DOT, elected officials and community stakeholders, to help plan and provide feedback to implement SBS. If the M15 Select Bus Service line proves to be a success, we hope to see additional bus rapid transit lines built throughout New York City.

If you use the SBS line on First and Second Avenue, we want to know about your SBS experience. Please complete this 5-10 minute survey with your feedback. If you don’t have an answer to every question, please make your best guess. Your anonymous feedback will be provided to the MTA New York City Transit and NYC Department of Transportation (NYC DOT) to help them work out the kinks.

Visit http://bit.ly/SurveySBS to fill out an electronic survey

Please forward this survey to your neighbors who use the M15 SBS line.

Bus Rapid Transit on the East Side to Start Fall 2010

A radically improved form of bus service is scheduled for the notoriously slow M15 route (down Second Avenue and up First Avenue) as soon as Fall 2010. For CIVITAS, a strong advocate of Bus Rapid Transit (BRT) for a decade, it has been a long time coming. The M15 is the city’s busiest route with 57,000 riders every weekday and also one of the slowest, averaging below 10 miles per hour.

The goal of BRT is to cut travel time for long distance riders by a combination of four techniques.

1) Distinct branding: MTA has designated its BRT routes as Select Bus Service (SBS). Buses – the standard articulated model – will be painted in a distinctive pattern with flashing lights that are easy to spot at a distance. They will replace the LIMITED bus.

2) Wide spacing of bus stops: This will result in slightly fewer than the LIMITED now makes.

3) Pre-boarding fare collection: Passengers will swipe metrocards at outdoor ticketing machines that issue time-stamped receipts. When the SBS bus arrives, passengers debark and board through all doors without involving the driver. MTA agents will conduct random inspections for bus passes and issue summonses with a heavy penalty.

4) Improvements to street design: Using the success of the West Side Highway as a model for bicycle, bus, and pedestrian coexistence, MTA has presented design scenarios including offset or curbside bus lanes and bicycle lane upgrades depending on the traffic needs in the corridor. Using an interior lane and pulling up to the “bus bulb”, the SBS avoids the necessity of pulling in and out from the curb to accommodate passengers. Experience shows that police presence and enforcement are required during the inaugural phase of a dedicated bus lane. MTA hopes to use bus-mounted cameras to record lane violations.

As with any transit reform there are good news and bad news. The good news is that an SBS route has already been launched in the Bronx on Fordham Road with instant success. Travel times have been reduced by more than 20% and customer satisfaction with the improved service is an astonishing 89%. Thanks to pre-boarding ticketing, Bronx SBS buses rarely take more than 30 seconds to discharge and pick up riders.

The bad news for some uptown portions of the M15 SBS route is that there will be disruption for several years due to Second Ave. Subway construction. However, the SBS route on First Ave. should show an immediate drop in travel time.

MTA has expressed its desire to engage the public as it proceeds to bring BRT to Manhattan’s East Side. It has scheduled open houses as well as regular meetings of a community advisory committee. Make plans to attend.

By Gorman Reilly

Check out the latest CIVITAS news in the Summer 2010 Newsletter at www.civitasnyc.org/newsletters.html.

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Save the Date for openhousenewyork on October 10, 2010. CIVITAS will lead a tour of the Upper East Side and

East Harlem and discuss how public policy and community activism have

shaped the neighborhood.

Stay tuned for openhousenewyork event listings in Time Out New York next month

and at www.ohny.org.