What's Wrong with Translink? (San Francisco, Bay Area)

For all you people who don't know, Translink is the program for the San Francisco Bay Area transit systems to provide one card for all transit systems. Think of it like your Visa card, it is accepted nearly everywhere and recognized by practically everyone. Translink does the same thing in the form of electronic cash, but improves it with the purchase of passes, automatic bus transfers, and other special features. Actually, if it worked perfectly, you can have multiple passes on your card. Plus, you never have to swipe the card, you simply wave the card near the sensor, or can be stuffed in a wallet or purse and you have to just get the card near it.

Just to note, the photo on the left is a little strange... The MTC (Metropolitan Transportation Commission) has this photo available for public use, and the lady tagging/scanning the card has the red light lit and it says that the ride is denied. How embarrassing to the lady, smiling while your ride got denied. Click on the photo to zoom in.

Smart technology, right? Of course...

But then we realize just how much of a hassle it is to get this program running. It is a welcoming sight that people who ride AC Transit and Golden Gate Transit & Ferry services can use this amazing card to get around to where they need to go. Plus a nice incentive is that AC transit users received a small discount per ride or a $10 discount for a 31 day pass.

Golden Gate Transit & Ferry services give patrons an automatic discount, treating any person like they purchased a discounted ticket book. Take a look at this grid from the Golden Gate Ferry website:

ONE-WAY FERRY CASH FARES Effective July 1, 2007
Zone 2 – Sausalito	Adult	$7.10
	Senior/Disabled/Medicare/Youth (6-18)	$3.55
	Frequent Rider Ticket Book or TransLink	$3.80
Zone 3 – Larkspur	Adult	$7.10
	Senior/Disabled/Medicare/Youth (6-18)	$3.55
	Frequent Rider Ticket Book or TransLink	$4.45

OK, two agencies are working well. Haven't heard that many complaints in the news from these two agencies within the past year.

But how about the other agencies?

San Francisco Muni: Insiders are claiming that Muni should be ready to run with Translink (except Cable Cars) by July 15, 2008 after a few delays that got the attention of the Chronicle newspaper. Unfortunately, the people at Translink and the SFMTA (the authority controlling Muni) does not mention an official release date for the program. I've already e-mailed SFMTA and Translink last week and I still have not received a reply back from them. The SFMTA website mentions that Translink is still under "testing," and does not officially condone passengers to use the new program. They claim that it is not out for the public to use yet, but warns you that if you attempt to use it, to simply be prepared to have cash ready in case it does not work.

How about, if the reader works and accepts my electronic money, I should be offered a bus transfer if the reader is not working on the next vehicle I have to transfer to? There is no official message that a transfer will or will not be issued. It kinda leaves it out of the open, aye?

I'm also fortunate that I am a Commuter Check participant, and I now have the option to have my commuter checks be automatically uploaded into the Translink program. But without official notice from Muni about using the card, I don't even want to risk it. I'll stick to my token ticket book thank you very much.

BART (Bay Area Rapid Transit): They claim that they don't like the idea of Translink. Maybe it is because the company that installed those new ticket gates don't like the Motorola ERG technology? In fact... Cubic, the gate manufacturers, have their own card technology and is in strong use in the Washington DC area. Even more odd is that instead of letting Translink do a test run on the new equipment, they decided to go the opposite way by creating their own RFID card program using Cubic's technology.

In the future, we may have to carry two cards; although BART officials claim that they want to get on board the Translink wagon as well.

As for the other agencies, no word on what progress is happening.

Here is some interesting things with Translink:

• I noticed on my recent bus ride that the RTC discount cards that are issued to people who have a disability receive their photo ID card with the Translink chip embedded in their card. Whoever thought of doing this is a very smart person because since disabled people need to have this card while using the transit systems of the Bay Area make perfect test subjects to try this on the systems.
• My university that I work for and take grad school, San Francisco State University has noted in their "Master Plan" to improve the campus is to offer a "class pass" program that encourages students, staff, and faculty to ride public transit instead of driving to the University (parking is really tough, especially the free spaces in the Park Merced area). They are proposing that they want to not just offer free rides on Muni and free BART service within San Francisco, but to EXTEND BART service to also include the Daly City BART station. When BART passengers cross the San Francisco/San Mateo county line, they get heavily penalized, then it sucks for the students because they have to back trek to the San Francisco county side on the Muni bus to get to campus. The interesting part is that while the campus plans to make a deal with the two transit agencies and offer a really cheap price for the pass (like less than $70 for at least one semester), they want to also integrate this into the Translink card program (heck, it also makes them good lab rats to test out the system too!). I say, good luck SFSU and campus President Robert Corrigan, you've got a good challenge.

My credentials:

• I was a pilot tester for the second round from about 2002 to 2004. I used the older (bottom) card and it is quite beat up. The program worked great, until some driver threatened me and wanted to throw the card out of the window. Lets just say that he and his bosses got a major lashing from me and the Translink program manager for mistreating me.
• The new card they issued works, but I haven't used it in a very long time. If Muni can get their act going and officially get this thing moving, I'd be proud to use the card.
• I gave a lot of feedback to Translink, to the point where the customer service people knew me by first name basis only.

My goals for Translink:

1. Get Muni, BART and Caltrain up and going no later than the end of August. If they can meet the July 15th deadline, even better.
   
2. These three agencies needs to start to recruit testers now. I know that Muni has their equipment installed and operational on nearly all their vehicles except Cable Cars.
3. Get the other agencies up and running not by the year 2010, but at at least sometime in 2009.
4. SFSU (San Francisco State University) should push for the Translink with "class pass" program now. Students cannot take advantage of the Commuter Check Program, but as a staff member, I have that privilege to save money because it is automatically deducted from my paycheck, and it is pre-taxed funds.

Comments are welcome!
Post at: http://www.akit.org/2008/06/whats-wrong-with-translink-san.html

Translink Card Bay Area - How I would fix it

Ever since the Metropolitan Transportation Commission started their "Translink" program, I was there to help out their pilot program to test-out the program to assure that there will be no major problems to get it running in the future.

For about two or so years, I was primarily a pilot tester for San Francisco's Muni by using the product on their metro trains, but I was also issued a monthly sticker pass that I had to attach to my card to also use on other Muni transit vehicles.

One of the big advantages of the card is that I could load cash onto the card and use it on a limited number of transit agencies in the Bay Area, and I primarily stuck with BART, Golden Gate Ferry, and of course, Muni. I actually took transit more often just to try the card and visit some fun places like neighborhoods outside of SF and Great America.

Yet, out of all that "fun" of experimenting with the card, I hit several snags that made the experience interesting, but also rough on the edges. It was amusing that I contacted the Translink customer service center so many times that the people I talked to knew who I was.

The real problem with the Translink program stems from their poor implementation of the system, especially when it comes to installing the product on every single transit vehicle and station. When I was a tester for the program, the card worked very well on card readers that were permanently installed on train platforms/stations, and even the Golden Gate Ferry terminals. The permanently installed card readers were always on and 100% reliable, and that meant that I had a confident ride on-board public transit. The best experience is by taking the Golden Gate Ferry where all riders, regardless of being a daily user or infrequent user, would get the discount rate that was sometimes nearly 50% off the price of a ride across the bay. Muni Metro stations were not that bad, but because some stations only have one agent at one of the two booths, you sometimes had to tag the card and enter through the emergency gate. Caltrain was not so bad either, but the train conductors were not prepared to read the card, and had to fetch the card reader, which some had a little bit of a challenge to operate.

My solution: Install the program on permanent platforms first. Get it started on Caltrain first, because it will be the easiest to gain confidence with the public. Then, continue with installing it on BART, because the technology is already on the new faregates to read it. Lastly, get the product on the bus vehicles.

But let's talk about the bus vehicles. I've encountered a number of issues, including card readers that were marked "out of service" and not even turned-on. VTA buses were a real problem because it was supposedly installed on certain routes, but the readers were always broken. When they were installed on a majority of SF Muni metro trains, they worked when they were on; but when it was not powered-on, I practically had to teach the driver to turn-on the machine (just press the red button, and no it does not turn on the fire alarm... ok?). The problem with the card readers is that it has a slow startup time, and if you live at a bus terminal where they turn off their engines to not annoy the neighbors, you'd think that Translink sucks because the machine only operates when the engine runs. Plus, with the slow start-up time, would you just pay in cash or just say, I'll wait until the bus driver erupts in rage that he/she can't drive-off because you are still in front of the yellow line?

My solution: Why not put back-up batteries in each card reader, and when the bus is off, the batteries kick in, and when the bus is operating, it charges them. We have those electronic parking meters in San Francisco that runs on batteries (with no recharging capabilities), and they last quite a long time. Even better, upgrade the software for a quick start-up in less than 15 seconds. In just 30 seconds, the bus driver at the terminal is ready to leave after warming-up the engine.

Lastly, I've asked Translink on a number of occasions throughout the years about what's the progress, and they keep saying that it will be ready soon, and then later, and then years later. What's the delay? Can't they just cut the red tape and simply install it? If the price of the project keeps rising, wouldn't it be cheaper on the taxpayers if they just hurry and get it up and running?

I think the news said that the project originally cost about $38 million, but after all these years, it went through the roof to $150 million. If a contractor can rebuild a collapsed section of a highway ramp for a $5 million dollar bonus in less than a few weeks, would it be also worth it to just hire a contractor, train them, and give the company a nice bonus of lets say, $10 million to complete the project by a short deadline? If the project kept slacking-off and completion of the project would be in another two years, more than likely the cost of the project may hit $200 million; so if we are stuck at $150 million today, a $10 million bonus for a contractor to finish in lets say three to six months would be totally worth it.