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She writes to the top, gets a fix for busted doors on the Orange Line

A few days ago, SC McKinley wrote T officials (and us) to complain about the increasing number of half-open doors on the Orange Line, which she said was becoming a royal pain for stroller-pushing parents like her and anybody in a wheelchair.

She reports today T officials sprung into action and had Orange Line maintenance workers not just look into the problem but do something about it. Here's an excerpt from a note from a T operations manager to her:

Upon reciept of your email, we instituted an investigation to determine the number of cars on the Orange Line with half doors shut off. Once we identified the problem cars, our maintenance staff undertook immediate measures to begin to rectify the problem. I am hopeful that you have already seen less cars with half doors shut off during your daily commute.

During the Winter, we do have occasion to shut half doors off more then other times of the year. We may have sand that has built up in the door track. There are a variety of other systems on the doors that can be especially prone to failure during the Winter months. We will be issuing special instructions to our Orange Line train crews and Officials that if they must shut off a half door to keep a train in service, it must be reported to an Operations Control Center(OCC) Dispatcher. We are reminding the Dispatchers that they must record every half door reported in our failure system so that our Maintenance staff can repair them. Our Maintenace staff has already begun a blitz of the fleets to repair any half doors we have.

I cannot assure you that you will never see a train in service with half a door shut off. I can tell you that there will be less of them. My sincere apologies for any inconvenience that your family experienced.

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Comments

Nice to see the responsiveness on the T's part here.

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The T gets the crap kicked out of it (and deservedly so most of the time) but you have to give them credit. More of this is needed. Nice job here MBTA!

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...what exactly? Fixing a problem that they haven't addressed in months, if not years? Why do we have to make a big fuss? What do they do in the Orange Line maintenance depot all day? Play cards?

Quick, someone write to them about 39 busses that magically leave Forest Hills every 15-20 minutes in pairs instead of 7-10 minutes individually...or Red Line trains where the auto-announcement systems think they're headed the opposite direction, in a different part of the system (hey, at least they're on the right line, no?) or where you cannot remotely understand the conductors.

Anything else?

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I'm no big fan of the T or the way it talks to people, but in this case I think the management is doing things right in the face of line workers NOT doing things right.

I see references to processes in the message - processes that haven't been followed, and that probably have to be followed in order to get maintenance on the task. Half-working doors have to be reported, so they can be fixed, and counted, and otherwise tracked. It's not just the matter of fixing a stuck door but of learning about how often this happens, what fixes it best, and maybe finding some ways to make the problem happen less often.

The T's real problem, demonstrated here but endemic throughout, is that the front-line workers have historically been anything but accommodating of either passenger needs or management "requests"... so while I expect this dictate to be ignored as thousands of others are, it's a start. Side note: no worker can keep track of thousands of such dictates... but if there were a general understanding of the basic principles of "correct behaviour for a worker, incorrect behaviour, problems that need to be reported, suggestions to make things better" then very few such orders would be necessary. The workforce doesn't seem to function if that's all they are given, and so we find ourselves the unwilling subjects of this silly battle of wills.

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What he said. Process.

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...because it used to be that damn near every car on the red line had at least one set of doors where stickers warned "doors do not recycle" or something like that. What does that mean? It means that the sensor to detect something is squashed inbetween the doors is busted, and the doors won't bounce open again. Bit of a safety issue, don't you think? Or how about the people who report regularly about doors on the red line popping open with the train in motion?

Half-working doors have to be reported, so they can be fixed, and counted, and otherwise tracked

Oh, for fuck's sakes. All it takes is someone standing on the platform when the guy hits "door open".

Again, what are the maintenance people doing? They should be inspecting cars with a checklist. I bet they have one, and it includes "check doors". We keep hearing about how they desperately need the early-AM hours to do maintenance on track and trains.

If you ride the orange line regularly, you know it's rife with problems- like when the Door Jockey has to hit "door close" 12 times because that's how many tries it takes for the doors to all close.

Ask yourself this: why can't we have a subway and commuter rail system like Japan's, that runs so precisely that IF the train is late, you get an "excuse slip" to give to your boss? They've been doing it for DECADES.

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The stickers are on doors that do not have a sensor to detect something in there.

Safety? I guess. NYC subway doors as a rule do not "recycle" no matter what... at least on the lines I know the best. Seems to work ok there. I don't like the idea of doors that don't pop open when something is in the way, but that's the way these cars were built for a really long time, it seems, and there aren't too many lost limbs apart from those on TV shows, so I guess people are more or less careful.

So, again, practice this: The door is not busted. The note is a safety warning to call out a possible issue for people who abuse the doors/subway/other passengers in the first place.

The door jockey is re-closing the doors because some door that DOES "recycle" (crappy term) has detected a jackass with a backpack, baby carriage, foot, or fat ass hanging out somewhere else on the train that you can't see.

checklist? Maybe. But you know when you see one train pull up with, oh, 6 cars with 6 doors each on each side. That's 72 doors. But there isn't just one train. There are lots and lots of them. And no, not only is every train not gone over with a fine tooth comb every night, but it would be impossible to do so with a checklist having as many details as you'd ultimately want.

I HATE the freaking T. Hate it. The way it's run. The grammatically-challenged and self-aggrandizing announcements. The way they shut down a very cool project i wanted to do a few years ago because they are such control freaks. The lack of information.

BUT in this case, they're doing it right and you just sound like a screaming hothead. The way to fix problems is to notice problems, record problems, assign someone to repair them, and then do it, finally having things checked to make sure the repair happened. This way you get a fix, but you also get stats, and know where your costs are coming from, know what parts you need, and how many, and how often. Knowing things like that means the subway can be better run now and in the future, and could perhaps start saving some expenses immediately, that occur when everything is just done on an ad hoc basis with no information captured and nothing learned along the way.

Japan: Bet you didn't know that the trains stop between midnight and 1 am. Also there are three companies servicing Tokyo and no transfers between them on the often redundant lines that cross at a great many stations. How about the severe crowding that's nothing like you have ever seen? How loudly would you complain about train-stuffers if we had those here? (I don't want them here).

Basically in Japan there are tons of people crammed into a small space, and no other transportation options. The trains cost more to ride than they do here, run a slightly shorter day, and are just about always full of people. More money coming in means more money for operations.

The T by contrast has slowly and thoroughly worked itself into a real crappy position by the non-virtue of a slovenly work force, and lazy, uncreative, unthinking, entitled management. Digging out of that hole is going to take quite a while.

Japanese subways are also heavily subsidized. The T was asked to cover its own costs for far too long, and now there is decayed infrastructure, atop needed expansions, atop a failed economy, all piled on the accumulated stupid moves of past management.

"Late for work" issues would seem to largely involve the commuter rail, which seems to be a nightmare of amazing scale, and has been for as long as I've even known of it. You should be asking in that case why the T's board keeps re-awarding that damned contract to the MBCR after years and years of absolutely incompetent operations... start there. Why commuters have not torn those board members to shreds after all this time is just beyond my understanding. The commuter rail is a disgusting failure. They're also subject to the whims of the operators of the tracks on which they run, I'm told... as is Amtrak, whose trains in some places post 60% on-time rates because 70% of the delays are caused by CSX (who own the tracks) issues.

To take it to an even more appropriate level: Why does Japan have the Shinkansen, which is faster than a plane (and much nicer) even for long trips, and we have choo choo break-down charley? Talk to Congress and local and state government officials. They still think that cars and planes are important means of transportation, trains and buses are for poor people, and bicycles are for hippies. Some of this thinking seems to be changing, but even good old Cambridge had a wink and a nod for the "cute" complaints of cyclists a few years ago.

Seeing that a higher-level manager not only recognizes that a problem is a problem, but then knows how to slot it into an existing process where it won't be lost or forgotten is, under the circumstances, encouraging.

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"The door jockey is re-closing the doors because some door that DOES "recycle" (crappy term) has detected a jackass with a backpack, baby carriage, foot, or fat ass hanging out somewhere else on the train that you can't see"

On the orange line they often have to pound the button numerous times because the doors are in such bad shape that the door things THINK they're blocked when they're not. You can tell from the chimes and the fact that the doors in the other cars don't even start to close.

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There are no longer any Red Line cars with the "do not recycle" stickers. The retrofit program for the 1969 built 01500 series cars to install sensitive-edge door strips was completed a couple of years ago, and the stickers were removed as each car completed the program. The cars with the stickers weren't broken, they just weren't yet updated.

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This makes me happy. The T could have easily chosen to not reply. It is often times frustrating as a consumer, to lodge a complaint and never be acknowledged. Kudos to the T for stepping up!

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Maybe one of the readers here could help with a T problem that I have been unable to get fixed for nearly a year now. At the Green Street station of the Orange line there are dozens of large halogen lights illuminating the commuter rail and Amtrak line.

They were installed at the time that Amtrak was switched to electric service. These lights are on 24 hours a day. I have written the T and contacted Amtrak several times and while I get replies indicating that "the matter has been referred to our engineering department", the lights continue to burn round the clock. I even enlisted the help of the T rider's union and they had no more luck than I did.

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What I really, really liked about the T's response was that it acknowledged her concern, it spelled out in detail what is being done, it honestly said that they're trying to do better but cannot promise it will never happen again, and it closed with a genuine apology.

All we can fairly ask of our public entities is that they make a good faith effort to respond to our concerns within the limits of their budgets and resources. True, handling this one problem does not address the myriad other issues we have with the T. But if the responsiveness embodied in that note from the T was more pervasive, we'd be singing the agency's praises every day. It's written by someone who gives a damn about the T's customers -- the T should circulate it throughout the agency as an example of quality service.

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One of the best I've seen written from a company in a long time.

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Why don't all operators walk their train at the start/end of every day, and report all broken doors, burned out lights, and every other problem? It shouldn't be my job to write to the top about problems they should be spotting themselves!

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Are the operators and mechanics members of the same union? If not, I'd bet that one or both unions would be against that - the operators' union because it requires work that's (nominally) someone else's job, and the mechanics' union because it could reduce the number of employed mechanics.

In professional theatre, you cannot so much as plug in a cable if you're not in the electricians' union. Sad.

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