Since moving to Memphis I have heard much criticism concerning MATA and its service. As it appears a window is opening that would allow for a significant overhaul of the system with the hiring of Nelson\Nygaard Consulting for a $350,000 short-range transit plan, we need to look at the facts and the myths of the existing system and suggestions for improved service.
“Downtown: center of the transit universe”
The dominant opinion is that travel between any two points in the city will require a transfer downtown. While I agree that downtown is the obvious focus where transportation service is provided, it is hardly a necessary transfer point. A quick reference to the MATA route map shows that there are numerous “crosstown” routes that serve to remove the necessity of a trip downtown. This might not be entirely evident to the casual observer or even a seasoned patron. MATA requires the rider to have a significant degree of knowledge/omniscience concerning the existing route map, schedule and appropriate transfer points. Only occasionally have I seen transfer points either demarcated or announced by the driver of a bus. Maps showing the routes at particular stops are even more rare, so MATA either believes that the rider has excess time on their hands for backtracking or possesses some innate sense to guide them to their destination.
Interestingly enough, MATA advises its riders that route maps and schedules can be obtained online or at any of the their transit centers which of course assumes you have access to the internet or can figure out how to reach one of their transit centers. If I need a map, does it not stand to reason that I might have trouble reaching the transit center by bus?
Some of the issues mentioned above could be addressed fairly quickly without a huge investment in new technology or infrastructure. First, provide a handful of full system maps to each bus so that riders may obtain a copy while boarding or disembarking. While route specific maps show various transfer points between bus routes, current system maps simply show bus lines overlapping and passing each other with no indication for transfers. With 31 distinct lines, an individual might wade through a mass of route specific maps to identify a path that best fits their needs. Update the system maps to show particular stops that are most appropriate as transfer points between different bus lines. Preprogram automated announcements concerning such stops or simply have the bus driver add it to their repertoire of service. The stops designated as transfer points should include a bus shelter complete with its own system maps, service schedules and frequencies for the routes at that stop. Never underestimate the ability for individuals to make their own decisions when given basic information.
“Transit Deserts”
Another oft repeated concept is the idea that MATA does not pass within walking distance of one’s home or destination. Poorly located and marked park-n-ride lots and the unrealized potential they might encourage aside, this is true large areas of the city. Where distance and transit ridership is concerned, a general rule of thumb is the 5-10 minute “ped shed” (which translates to a ? mile radius around each stop). West of Hollywood, neighborhoods enjoy a relatively dense network of routes where stops are no more than a 10 minute walk from any location. There are numerous areas east of Hollywood where route density decreases creating a half mile walk or more which significantly reduces potential ridership.
The solutions for this issue might prove more costly than simply reforming the way information is presented and provided. One way to increase potential ridership is to institute and increase the number of feeder routes connecting neighborhoods to specific transfer points for a local area. These would act as local short lines with stops spaced at 1/3 to ? mile intervals along both arterial and neighborhood streets. Limiting these buses to local feeder service would increase their frequency and dependability.
Transfer points need not be the highly sophisticated and specialized transfer centers currently being pursued by MATA. They could instead be a series of bus shelters to accommodate the additional patronage and perhaps a bus turnout or “bus bay” on busier roadways to allow for additional transfer times. Some corridors might benefit from complimentary local and express service. Why would Poplar Avenue be served by one single local service bus route? Schedule two routes along this busy thoroughfare during rush hour. One would act as an “express” service with set stops at 2 mile intervals with the second route acting as a “local” service ferrying passengers to intermediate locations between primary stops. Streamlining some of the existing cross city routes to run express between transfer points might free busses to operate along feeder lines, however, it is likely that more busses would be needed to support the suggested service.
“Are we there yet?”
The most efficiently planned routes, stops and transfer locations are useless if schedules do not align with the needs of patrons or frequency is low. Bus route 34 connects Downtown to Baptist Hospital via Walnut Grove, one of the city’s primary residential corridors. Why is it that the day’s last bus on this route leaves downtown at 5:07 pm? I hope anyone who depends on this service clocks out promptly at 5, because otherwise they are looking at several transfers and the potential for a mile walk or more depending on their destination. Route 30, the eastern most cross town route along Perkins/Waring/Covington Pike makes its last run beginning from both ends slightly before 5pm and slightly after 5pm respectively and are heading back to the barn by 6:20 pm.
By the time patrons form downtown reach that point and need to make a transfer, route 30 has stopped running for the evening. Personally, the frequency for the bus route that best matches my commute (a direct line which requires 50 minutes to cover the same distance accomplished in 25 minutes by car) operates at 30 minute intervals but the last run is before 5 pm. After 5 pm the frequency of these routes decrease to once every 50 to 60 minutes and requires anywhere from 70 to 90 minutes to complete via one or two transfers. Hardly reliable and dependable. It is simply too much to ask an individual to take the bus over their car if means doubling that person’s travel time, requires multiple transfers, means accepting highly uncertain departure or arrival times and is unavailable after 5 pm.
Frequency, punctuality and operations schedules are everything to boosting ridership where congestion cannot be considered a factor in attracting users. Route schedules should be set at 15 minute intervals (or even 10 minutes if we were to be ambitious) during daily rush hours with crosstown and feeder routes taking such frequencies into account for their own scheduling.
There are numerous areas where the existing system can be quickly improved for minimal expenditure but the larger moves are going to require an organization that can sell the community on making real commitment to a reliable and understandable system and its infrastructure.
While driving down Union last week, I was in the inside lane behind a bus. It stopped every block!! Seems to me that if it stopped every two blocks, the travel times would be much shorter, and you would only be asking the riders to walk an extra block. Also, if there were fare boxes at the bus stop, the patrons could purchase a ticket prior to boarding the bus, with the result being faster boarding, and less travel time. Lastly, how hard would it be to have an ap available for your smart phone, with routes, times, location of the nearest bus stop, etc.
One would hope that MATA folks will read this post; unfortunately, my experience with them indicates that they’re simply not interested in customer feedback. I tried riding the bus to and from work a couple of years ago and found it extremely frustrating – and I was just riding from Poplar and Colonial to Ridgeway! One of the more insane policies is this, straight from their website:
Bus and Trolley passes may be purchased at MATA’s two Customer Service Centers located at:
The North End Terminal
444 N. Main St. Memphis, TN 38103
Monday through Friday 7:00 a.m.-6:00 p.m.
Saturday 8:00 a.m-4:30 p.m CLOSED Sundays
The American Way Transit Center
3921 American Way Memphis, TN 38118.
Monday-Friday 7:00 a.m. – 11:00 a.m.
and 2:00 p.m. – 6:00 p.m.
CLOSED Saturdays and Sundays.
Why? Why are these the only locations where one can buy a pass? I wrote to MATA and suggested that they sell passes whereever one can pay a utility bill. No response. None at all.
I don’t understand lots of things, but MATA is in the top 10.
Bonehead-
I could not agree more! The absurdly short increments between some MATA bus stops adds both significant amounts of time to the average trip while also contributing to traffic congestion along the route. There are several routes where bus stops could be consolidated while adding only minimal walking distance for the riding patrons. As reported by Mary Cashiola with the Memphis Flyer, “on the two-and-a-half-mile stretch from Cooper to Highland on Southern Avenue, there are 27 bus stops” which equates to a bus stop every 488 feet on average. By placing a bus stop every 1/8 mile (660 feet), MATA could ensure that patrons add no more than a 2 minute walk to their destination while decreasing the number of stops along the same route to 20 locations. If we employ a quarter-mile/5 minute walk radius, the number of stops would be reduced to just 10.
Suzanne-
That is an incredible idea and would allow an unparalleled degree of community outreach. With this new study in mind, perhaps it is time to voice your opinion once again. If MATA won’t listen, John Vergos certainly will. I may not agree with all of his ideas for reforming MATA’s route structure, but his passion for improving public transportation in Memphis is widely known and he does command a seat on MATA’s board.
One more note-
The “?” in the paragraph referencing the 5-10 minute ped shed should read as a “quater mile radius”. Apparently “1/4” does not translate well.
I’ve emailed MATA with this suggestion. We’ll see what happens.
Brilliant suggestions,
1. Bus passes available everywhere,
2. Express routes down poplar corridor and major crosstown passages,
might as well be every route NSE&W,
3. Maps mounted ON the busses in the front middle and back mounted in lexan frames showing all routes, express, and transfer points,
4. Local Stops every 2 blocks, but less than 1/2 mile,
5. a focus on customer service,
6. Bus tokens that also work on the trolly for those who don’t need a pass.
Great article.
I was spoiled by the transit system in Berlin, Germany many years ago. After returning home, I even wrote a letter to the mayor comparing the two and volunteered to help in any way I could. I didn’t even get a “thank you for writing”. I even said that a junket to Berlin would be worth it for the planners to see an efficient system (something that finally happen just a short time ago).
Years later and it is still the same broken system.
I could go to ANY bus stop in Berlin and there would be a posting of the buses that came by and at what time. The name on the bus would indicate the final stop for the bus … At least you knew where the bus was going.
If I was at a covered bus stop, there would be a map of the city with the bus lines overlaid on it … along with a “you are here dot”. Thus, I could see where I was. Since I knew where I wanted to go, it was a simple thing to figure which bus I needed.
On the lat night routes, they might use a van or even just a sedan to pick up passengers. Imagine my surprise late one night when a car pulled up with the route name in the window! Yes, that was the bus!
Efficient use of equipment and smart planning … Something MATA needs to learn.