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Customer Service and Operations Committee

Board Information Item II I-B

December 1, 2011

Dupont Circle Escalator Replacement

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Washington Metropolitan Area Transit Authority

Board Action/Information Summary

Action Information MEAD Number:Resolution:

Yes No

TITLE:

Dupont Circle Escalator Replacement

PURPOSE:

Update Committee on the Dupont Circle South Entrance escalator replacement.

DESCRIPTION:

For safety and customer impact reasons, the South Entrance of Dupont Circle MetroStation will be closed February 2012, so all three escalators can be replaced. Thestation will remain open with customer egress at the North Entrance. In the event ofan emergency egress will be available via one dedicated walker and exit stairs at ventshaft.

During the entrance closure, Metro will implement a service plan that providesadditional onsite staffing resources to continuously monitor the station systems andequipment to avoid unnecessary delays and minimize customer inconvenience. Per theimplementation schedule replacement will take 10 months, but staff continues tonegotiate to further reduce the amount of time the entrance will be closed.

A communication plan has been executed to build awareness and understanding aboutthe need to replace the escalators, close the entrance and identify the project benefits.

Community outreach includes: stakeholders, businesses, customer notification, directcustomer outreach via website, and multiple new releases and media briefings. Monthlyoutreach commenced July 2011 with press releases, brochures to advisoryneighborhood committees and stakeholder discussions.

FUNDING IMPACT:

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Washington Metropolitan Area Transit Authority

Dupont Circle South Entrance Escalatorep acemen

December 1, 2011

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Station Access For safety and customer impact reasons, South Entrance will be closed

e ruary

Station will remain open with customer egress at the North Entrance

dedicated walker and exit stairs at vent shaft

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Service Plan Additional onsite staffing resources to:

on nuous y mon or an ensure nor en rance e eva ors esca a ors

are operational Manage crowd conditions

ga e emergenc es

Respond to train issues

Ensure operational readiness of all station power systems, ATCequ pmen an commun ca on sys ems

In event of PEPCO feeder failure

escalators, elevators, station lighting, ventilation systems, train controland communication systems

tracks and Brentwood

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Construction Plan Construct vent shaft stairs, completion February

South Entrance remains open to public

Limited station rehab work done concurrently

After stairs complete, south entrance closed

Replace three entrance escalators, 10 months

8 1/2 months

Emergency egress walker maintained throughoutduration

Maintain access to platform-to-mezzanine units

Additional station improvements will continue

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Effects on Ad acent Stations

From Du ont Circle:

North to South Entrance: 4 min walk

Farragut North: 7-9 minute walk

oo ey ar : m nu e wa

Phase I construction at Farragut North will be completed

Phase II construction at Farragut North will not startuntil the Du ont Circle South entrance is reo ened

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Communications Goals

about: Need to replace escalators and close

Benefits of work

Hel minimize inconveniences bproviding customers with actionableinformation

precautions

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Communit Outreach Stakeholders, business & community groups

Notification to community groups, BIDs

Briefings for impacted BIDs, businesses, elected officials , ANCs,nei hborhood rou s

Weekly email for government stakeholders

Customer notification in the system Station and onboard announcements

Station signage and banners

Direct customer outreachWebsite, eAlerts, Twitter

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Outreach since Jul July

Press release September

Brochures to 39 ANCs, 58 civic associations, BIDs, Council andstaff, Mayors Neighborhood Engagement Office, Office of City

Administration and DC Mainstreets Board presentation

Press release

Stakeholder discussions

U comin December 9 Golden Triangle BID

December 14 ANC 2B

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Communications Timeline 90 days prior:

Initial engagement and preparation 60 days prior:

Update key materials

Notification and updates to key

stakeholders

30 days prior: Distribute new take-ones

on nue r e ngs Press release and social media

Print ads appear in bi-weeklynewspapers

Station banners

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Communications Timeline

Station signage

Print ads, press release, social media

Customer Service IVR update

1 week after: Customer service IVR message

er o c up a es a er cons ruc on s ar s: Continue print ads

Continue communit outreach

Continue press releases and social media

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