SUMMARY

Appropriate attention to information and communication technologies related to planning, customer service, marketing, and training can improve the experience for all persons traveling in a transit environment. Travelers with disabilities, including sensory, vision, hearing, and cognition impairments, as well as seniors, need alternative methods for accessing and processing transit information that is provided for the general public. Several pieces of legislation have been passed in the United States and Canada requiring transit agencies to address these issues to better improve transit service to the general public and, in particular, people with disabilities.

A significant amount of literature has been produced on the various technologies and their application by transit agencies to assist them in complying with the legislation. This project creates a synthesis paper from:

A literature review of current North American experience in information and communication technologies aimed at improving communications with persons with disabilities within a multimodal transit environment; and

A survey of selected transit agencies to obtain information on practical or innovative solutions addressing the items noted above.

Reported gaps in information, recommendations for alternative solutions, and suggestions for future research are also included.

The current methods available to transit agencies to better communicate with persons with disabilities are achieved through the following groups of technologies and training methods.

Advanced technologies such as smart cards have a universal appeal because they are more convenient and easier for passengers with disabilities, seniors, and the general population to use. Smart technologies can make transit systems more user friendly, simplify the fare payment system for passengers, and, at the same time, provide transit agencies with information regarding passenger travel patterns without adding significantly to transit costs.

Visual technologies such as light emitting diodes and liquid crystal display provide a significant benefit to all passengers and are particularly useful to persons with both visual and hearing impairments in identifying stops and providing orientation on route. These technologies can provide way-finding information, as well as critical real-time information, and assist transit agencies in complying with the Americans with Disabilities Act.

Auditory technologies provide a variety of options in which important information can be relayed to passengers. This is particularly useful to passengers with visual impairments, where such technologies as talking signs, talking directories, auditory maps, and audible alarms can significantly improve their travelling experience.

Tactile technologies such as tactile maps, tactile pathways, and detectable warnings provide significant benefits to passengers with visual impairments by significantly improving the safety of the travel environment.

Geographic information systems are a special type of computerized database management system in which geographic databases are related to one another by means of a common set of locational coordinates. In a transit application, this system provides transit agencies with the ability to accurately respond in real time to passenger inquiries regarding bus location and schedule information.

Passenger training programs assist riders to become more informed and independent travelers. "Orientation and Mobility Training" helps riders who are visually impaired to become familiar with their travel environments and helps them obtain travel information; identify bus stops, stations, and landmarks; and operate equipment such as fare and transfer machines.

Sensitivity training for staff informs transit personnel on how to better identify persons with disabilities and provide them with the assistance they require.

Results from the transit agencies surveyed and personnel interviewed indicate that these agencies are currently using a wide range of the available technologies to better communicate with travelers with disabilities. The following communication methods were the most frequently identified as very effective: telephone information service, fax information service, voice for direction, detectable warnings, specialized signage for the visually impaired, flashing warning lights, and electronic vehicle identification.

The dilemma facing transit agencies is one of selecting the most appropriate technology to satisfy the primary travel requirements of persons with disabilities and, at the same time, benefit the general transit passenger as well. For this reason, transit agencies must examine the full range of assistive devices available, including both "low" and "high" technology, knowing the characteristics/demographics of their riders and, from that base, selecting equipment that provides the most effective financial investment for the transit system as a whole.

The research has shown that those transit agencies with the most progressive and comprehensive communication technologies employed to benefit persons with disabilities were those with a "general" budget for communications. Those agencies that reported specific budgets for communication technologies, specifically for persons with disabilities, did not demonstrate significant progress towards the implementation of accessible communication features nor did they have enough budgeted to address the issue.

Information obtained from the survey suggests that a large number of transit agencies are responding in a reactive way to communication issues related to serving passengers with disabilities. Their reaction is driven by federal legislation and complaints from transit users or groups representing the interests of these persons. All transit agencies surveyed were aware of and are taking the necessary steps to comply with the legislation that requires them to improve access for persons with disabilities. However, very few transit agencies reported plans to expand their services or identified methods of providing service beyond that which the legislation required.

The research indicated that the most successful approach was to implement communication techniques and technologies with universal benefits to all passengers and to ensure that the specific needs of those individuals with disabilities were incorporated as part of the process. Those agencies that are proactive in responding to these needs demonstrated the most progress in the implementation of communication technologies.

Based on information derived from the literature and responses from the transit agencies surveyed, the following areas and issues require further research or analysis: smart technologies, personal cellular phones and pagers, costing of techniques, and obtaining customer input.