Help develop innovative transportation options in Shoreline, Lake Forest Park

Metro recently conducted a survey about transportation needs for people who live, work, or attend school in Shoreline and Lake Forest Park. We’re exploring some ideas and potential partnerships to better meet mobility needs in areas where traditional fixed-route bus service isn’t the best solution.  have_a_say_graphic2

Based on community input, Metro has developed two proposals. Now we want to get the community’s feedback on whether these proposals would help improve transportation in Shoreline and Lake Forest Park.

Have a Say! Learn more about the service options, take the survey and tell us what you think by Monday, Sept. 4. The options under consideration:

  • Community Ride – A reservation-based service that travels within a specific service area based on where people want to go.
  • Community Van – Metro vans provided for local group trips scheduled by a Community Transportation Coordinator to meet local needs.

Take the Metro Community Connections Survey today.

Metro has new ideas for transportation in Sammamish

Metro is IMG_1704working with the City of Sammamish to develop innovative, customized services to meet local transportation needs.

Almost 500 people took our survey in January to tell us about transportation needs in Sammamish. We reviewed this feedback with the help of a stakeholder group and developed four service ideas that are tailor-made for Sammamish.

Tell us what you think by June 16

Take a survey:

Learn about Metro’s Community Connections project in Sammamish:

Metro wants your input on ways to simplify fare payment – another week to tell us what you think

We want to hear from you as our planning begins to make paying fares faster, easier, and simpler for everyone

Transit riders in King County and the greater region struggle with the complexity of Metro’s fare structure. It includes a peak-time surcharge and two zones with an adult-fare surcharge on trips crossing the zone boundary during peak.

Metro and the six other regional transit agencies that represent the ORCA (One Regional Card for All) smart-card system have committed to looking at simplifying fares across all agencies as they prepare for improvements and modernization of the ORCA system. As part of that process, we are considering options that would allow for speedier boarding, improve safety for drivers, help increase ridership and further reduce barriers for vulnerable populations.

You are invited to provide direction on fare change options and longer-term work on fare-related issues by participating in an online questionnaire. Later this spring, the public will have additional opportunities to provide feedback on fare change options via a second online survey and open houses.

We encourage all transit riders to participate, including youth, older adults, students, ORCA Lift riders, riders with disabilities, as well as schools, employers and community-based organizations. We are also contracting with community organizations to hear from harder-to-reach populations so their input is considered as Metro assesses options and develops programs to address affordability and access to transit. Feedback during the outreach process will be used to draft proposals. We anticipate a final proposal will be submitted to the King County Council for consideration in June.

Learn more and have a say by April 7

Metro, Sound Transit seek public input on future of SR 520 transit service

link-connections-sr-520-2For bus riders commuting between Eastside communities and downtown Seattle, potential new connections between Metro and Sound Transit bus service and Link light rail offer an appealing option for beating traffic congestion on Interstate 5.

This month, Metro and Sound Transit invited Eastside residents to weigh in on potential changes in transit service along the State Route 520 corridor.

Those changes could include stopping cross-lake buses at the University of Washington light rail station so riders can transfer onto trains headed to downtown, or providing Eastside communities with new transit connections to destinations such as South Lake Union.

Connecting SR 520 routes to light rail could connect riders with congestion-free service to Downtown Seattle.  Metro first considered this option when the University of Washington light rail station opened during the University Link Connections outreach process, but decided to hold a separate process with Eastside communities.

Routes potentially affected include the 252, 255, 257, 268, 277, 311, 540, 541, 542, 545, 555 and 556.

Feedback received during the public outreach process will be used to shape service concepts that will be presented for public review in May and June. Final proposals will be shared with the public later this fall for feedback, then pre520-Link-Connectionssented to the King County Council and Sound Transit Board for consideration.

At Metro’s Link Connections SR-520 website, you can:

Metro and Sound Transit are recruiting a sounding board of 15-20 community members to advise the agencies through the planning process. The sounding board will meet regularly through November 2017. People of diverse backgrounds who reflect the affected communities are encouraged to apply, via the website.

Nearly 230,000 peo0317Sr520Outreach114ple commute in and out of downtown Seattle from throughout the region, with many thousands more coming to shop and attend cultural events. Over the next 20 years, Seattle’s center city is projected to add 55,000 more jobs and 25,000 more households. That growth will occur as downtown traffic is affected by significant changes, including demotion of the Alaskan Way Viaduct; expansion of the Washington State Convention Center; and the long-planned conversion of the Downtown Seattle Transit Tunnel to a rail-only facility, which will send seven bus routes to the surface.

Changes outside downtown Seattle over the next five years include SR-520 construction and work along I-90 in preparation for the opening of East Link in 2023.

Additionally, an effort led by the Seattle Department of Transportation in partnership with King County Metro, Sound Transit and the Downtown Seattle Association called One Center City proposes potential strategies including bus route changes alongside street and traffic improvements and other measures in Downtown Seattle.

Help create the future RapidRide H Line – give feedback on Delridge improvements by Mar. 31

Have-a-Say-Spanish-500pwideIn 2020, Route 120 will become the RapidRide H Line. King County Metro is collaborating with the City of Seattle to improve riding transit, walking, and biking in the Delridge area. This month, we are sharing the latest on these improvements and seeking input on how best to balance the needs of everyone who uses the corridor, whether they’re in a bus, a car, walking, or riding a bike.

King County Metro will be bringing RapidRide amenities and improving service between the Seattle City limits and Burien.

Converting Route 120 into the RapidRide H Line will keep people moving by:

  • Keeping buses frequent and on-time
  • Adding more buses at night and on weekends
  • Upgrading RapidRide bus stops with lighting, real-time arrival info, and more
  • Improving sidewalks and paths for people walking and people riding bikes

What types of improvements is Seattle considering?

  • Option 1 would add bus-only lanes, both all day and at peak times along sections of Delridge Way SW. A widened sidewalk would accommodate people who bike and walk from 23rd Ave SW to SW Holden St. People who bike would be encouraged to use the existing neighborhood greenways, which run parallel to Delridge Way SW.
  • Option 2 would add bus-only lanes between the West Seattle Bridge and SW Alaska St. It would also add about 3 miles of southbound protected bike lane from SW Andover St to SW Kenyon St.

Learn more and comment by March 31

Usuarios de Access le dicen a Metro qué es lo que funciona o no funciona y comparten ideas

En julio, Metro invitó a los usuarios de Access Transportation y a sus cuidadores a ofrecer sus observaciones sobre el servicio de Access. Más de 800 personas opinaron sobre lo que estamos haciendo, lo que es más importante para ellos y cómo podemos mejorar el servicio de Access.

Un resumen detallado de los comentarios está disponible en el sitio web de Metro, pero aquí tenemos un resumen rápido.

A quiénes escuchamos

access-heardfrom-2015-spanishA través de la encuesta en línea –

  • Gente de todo el condado de King (aquí se encuentra un mapa de Google con los códigos postales de quienes respondieron).
  • Clientes de Access (46%) y cuidadores de clientes (21%); clientes que reúnen los requisitos y cuidadores que nunca han utilizado el servicio (6%); organizaciones que atienden a clientes (16%); y las personas interesadas en asuntos de discapacitados, pero que no utilizan Access (11%).

A través de nueve reuniones de las partes interesadas – Centenares de usuarios de Access, profesionales interesados en el programa Access, cuidadores y grupos de apoyo.

Por llamadas telefónicas, correos electrónicos y cartas – Cerca de 100 personas, la vasta mayoría de las cuales eran usuarios de

Lo que hemos escuchado

Hicimos preguntas acerca de la satisfacción con los diferentes aspectos de Access, incluyendo la calidad del servicio, centro de llamadas / servicio al cliente, conductores, comodidad y limpieza de los vehículos, y seguridad personal. También preguntamos qué opinión general  tenían de Access. Lo que es difícil de reflejar son las innumerables historias que escuchamos que captan los comentarios resumidos aquí y la urgencia con que, según ellos, se necesitan hacer las mejoras.  Aquí están algunos de los principales temas que escuchamos:

Las cosas buenas que Access debe seguir haciendoaccess-wordle-spanish

  1. Los usuarios necesitan y valoran el servicio de Access. Una persona escribió: “Continúen proporcionando un servicio a discapacitados y a personas mayores de una manera profesional y cortés, con conductores competentes y el personal que toma las llamadas”.
  2. Access permite que nuestros clientes tengan libertad. Uno escribió que Access ofrece “… la posibilidad de llegar a lugares de difícil acceso para mí”.
  3. Mantener  la capacitación de los conductores y contrata aquéllos que tienen compasión. Los clientes notan el arduo trabajo de los conductores y valoran a quienes son cariñosos y respetuosos.
  4. Seguir contratando a personal cortés, amable y profesional en el Centro de Llamadas. En general, la gente expresó gran satisfacción con el personal por la ventaja de poder llamar y hablar con alguien directamente cuando quieren programar un viaje y averiguar lo que se necesita para el viaje.

¿Qué es lo que Access no hace bien y que hay que cambiar?

  1. Programación y elaboración del itinerario de rutas: estar en el vehículo demasiado tiempo; conducir por todos lados para llegar de un punto a otro, saltando a veces la parada de un cliente para recoger a alguien más; los conductores dependen de un GPS deficiente y no están facultados para realizar ajustes sensatos en tiempo real para responder al tráfico. Esta fue la preocupación más común que escuchamos.
  2. Falta de fiabilidad en el servicio: no llegar a tiempo; llegar demasiado temprano o demasiado tarde; largas esperas por la llegada del autobús.
  3. Comunicación deficiente o inexistente sobre la hora de llegada o de salida. Es particularmente estresante cuando surge algún problema y no se puede localiza al despachador.
  4. No hay flexibilidad para el pasajero: problemas con la política de cancelaciones; un cliente escribió, “Para mí es un castigo tener que reprogramar mi horario, reajustar mi viaje o cansarme de esperar a Access cuando tengo que llegar a tiempo al trabajo; los conductores de Access, por el contrario, pueden darse el lujo de retrasarse y soy yo quien paga las consecuencias.”
  5. Poca uniformidad en la calidad de la conducción y del servicio del centro de llamadas: muchos elogios y alta satisfacción con los conductores, especialmente los experimentados, pero hay mucho trabajo que hacer con los menos experimentados; se necesita más capacitación; la comunicación y las cuestiones interculturales fueron planteadas por pasajeros cuando el conductor no dominaba bien el inglés.

Sugerencias de los clientes para mejorar el servicio

  • Utilizar una tecnología diferente para elaborar horarios y rutas.
  • Ofrecer más flexibilidad y adaptabilidad a los conductores para responder a las necesidades de viaje en tiempo real de los pasajeros; la tecnología GPS mejorada podría ayudar.
  • Proporcionar la capacidad de hacer reservaciones usando tecnología diferente. Comunicarse de manera más eficiente en tiempo real. Un sistema reservación en línea sería genial, o confirmaciones de texto o de aplicación de los tiempos de recogida o descarga; seguimiento de cada vehículo; proporcionando a los conductores fotos de los pasajeros que van a recoger.
  • Ofrecer más flexibilidad en la programación y cambio de viajes. Un elevado interés en reservaciones del mismo día; deseo de hacer reservaciones con más antelación y ser capaz de hacer ajustes de viaje en tiempo real si las necesidades cambian.
  • Mejor seguimiento de quejas y preguntas. Tener un equipo independiente para manejar las quejas; mejorar el seguimiento para no transferir la llamada a otro agente al que habrá que volver a contar los hechos.
  • Valorar a los miembros del personal. Incentivar y recompensar a los excelentes conductores y al personal del Centro de Llamadas; aprovechar los comentarios para mejorar el rendimiento de aquellos que no están proporcionando un buen servicio al cliente.
  • Ofrecer diferentes formas de pago. Mayor integración de ORCA con Access y tener la capacidad de deducir la tarifa de tarjetas ORCA, pagar con tarjetas de crédito, o tener una tarifa que no implique cambio.
  • Ofrecer más oportunidades para recibir comentarios de los clientes.

access-glance-2015-spanishLos pasos siguientes

Esté pendiente de la información que se brinda en este espacio sobre cómo estamos respondiendo a los comentarios y a las oportunidades para proporcionar comentarios adicionales. Nuestra próxima fase de diálogo se llevará a cabo a finales de este invierno cuando esperamos recibir comentarios sobre nuestras respuestas a las sugerencias que se dieron.

Para obtener más información, visite o comuníquese con DeAnna Martin, planificadora de relaciones con la comunidad, al 206-477-3835 o

How’s our translation? If you speak English and Spanish and want to help us improve our translations, compare this post to the same post we made in English and share your feedback by emailing

Access users tell Metro what is and isn’t working, share ideas


In July, Metro invited Access Transportation riders and their caregivers to give us feedback about Access service. More than 800 people weighed in on how we’re doing, what’s most important to them, and how we might improve Access.

A detailed summary of the feedback we received is available on Metro’s website, but here’s a quick rundown.

Who we heard from

access-heardfrom-2015-englishVia online survey –

  • People all over King County (here’s a Google map showing the zip codes of responders).
  • Access customers (46%) and customer caregivers (21%); eligible customers and caregivers who have never used the service (6%); organizations that serve customers (16%); and people who have an interest in disability issues but do not use Access (11%).

Via nine stakeholder meetings – Hundreds of Access riders, professionals interested in the Access program, caregivers, and advocacy groups.

Via phone, e-mails, and letters – Nearly 100 people, the vast majority of whom were Access riders.

What we heard

access-wordle-englishWe asked questions about satisfaction with different aspects of Access, including service quality, call center/customer service, drivers, comfort and cleanliness of vehicles, and personal safety. We also asked for people’s overall opinions of Access. What is hard to reflect back are the countless stories we heard that capture the feedback we’ve summarized here and the urgency with which people feel improvements are needed. That being said, here are some of the main themes we heard:

What does Access do well and should keep doing?

  1. Access is very much needed and is appreciated by users. One person wrote, “Continue to provide service for people with disabilities and seniors in a professional manner with courtesy, skilled drivers, and call takers.”
  2. Access gives our customers freedom. One wrote that it provides “…the ability to get to places I wouldn’t otherwise be able to get to.”
  3. Keep training and hiring compassionate drivers. Customers notice the hard job drivers have and appreciate those who are caring and respectful of them.
  4. Keep hiring courteous, kind, and professional Call Center staff members. In general, people expressed high satisfaction with the staff and with the ability to call and speak with someone directly to schedule a trip and communicate about trip needs.

What does Access not do so well and should be changed?

  1. Ride scheduling and routing: being on the vans too long; driving all over to get from point A to point B, including sometimes past one customer’s drop-off location to pick up someone else; drivers depending on poorly functioning GPS and not empowered to make sensible adjustments in real time to respond to traffic. This was the most common concern we heard.
  2. Lack of service reliability: not arriving on time; arriving too early or too late; long waits for rides to arrive.
  3. Poor or no communication about arrival time or at pickup. It’s especially stressful when there’s a problem and dispatch can’t be reached.
  4. Inflexibility for riders: cancellation policy issues; one customer wrote, “If I have to rearrange my schedule, adjust my trips or give up on waiting for Access to get to work on time, I am punished; but Access can be late as much as they want and I have to deal with the consequences.”
  5. Inconsistency of driver quality, call center: many commendations and high satisfaction with drivers, especially the experienced ones, but we have work to do with the less-experienced drivers; more training is needed; communication and cross-cultural issues were raised by riders whose drivers are English language learners.

Customer ideas for improvement

  • Use different scheduling and routing technology.
  • Offer more flexibility and adaptability to drivers to respond to real-time travel needs of passengers; improved GPS technology could help.
  • Provide the ability to make reservations using different technology and communicate more effectively in real time about trips. An online reservation system would be great, or text/app confirmations of pickup or drop-off times; tracking of each van; providing drivers with pictures of passengers they are picking up.
  • Offer more flexibility in scheduling and changing trips. High interest in same-day reservations; desire to make reservations further in advance and be able to make trip adjustments in real-time if needs change.
  • Better follow-up on complaints and questions. Have an independent team handle complaints; improve tracking so people don’t get passed around to different places and have to re-tell their stories.
  • Value staff members. Incentivize and reward excellent drivers and Call Center staff; use feedback to improve performance of those who aren’t providing good customer service.
  • Offer different forms of payment. Better integrate ORCA with Access and be able to have fare deducted from ORCA cards, pay with credit cards, or have a fee that doesn’t involve change.
  • Provide more opportunities for customer input.

access-glance-2015-englishNext steps

Watch this space for information about how we are responding to this feedback and opportunities to provide additional feedback. Our next phase of engagement will take place later this winter, when we’ll seek feedback how we did at responding to what we heard.

To learn more, visit or contact DeAnna Martin, community relations planner, at 206-477-3835 or

Transportation Survey Seeks Input on Community Shuttle Route 628

Take the survey online through December 7

Through a new transportation survey of people who live, work or go to school in Snoqualmie, Issaquah or North Bend, the City of Snoqualmie and King County Metro Transit are evaluating awareness of Community Shuttle Route 628 to better meet the community’s needs.

shuttle-blueskyKing County Metro Transit Route 628 operates every 30 minutes during peak morning and late afternoon commuting hours between North Bend, Snoqualmie, and the Issaquah Highlands Park & Ride. The transportation survey seeks information from local residents about their commuting times and area destinations, even if residents don’t currently use Route 628.

Residents can take the survey online through December 7. More info about Route 628 is available at the King County Metro Transit website.

UPDATE: New transit concepts for Kirkland and south Kenmore – Tell us what you think by Oct. 12

asd-kkEditor’s Note: This post was updated on Oct. 4, 2016, to extend the deadline for comment on alternative service concepts for Kirkland and South Kenmore to Oct. 12.

Last spring, Metro’s Alternative Services program began working with the communities of Kirkland and south Kenmore to identify transit gaps created in September 2014 when Metro deleted two routes that served these areas. A stakeholder working group helped us prioritize transportation needs that might be met by innovative, custom mobility services.

Here are some options we’re presenting to Kirkland and south Kenmore for consideration:

  • Community van: Metro provides vans for local prescheduled group trips that are arranged by a Community Transportation Coordinator and driven by volunteer drivers.
  • SchoolPool is a free and secure ridematch program that connects parents of children attending the same school who want to carpool, bike, or walk together.
  • TripPool is a “first-mile connection” for commuters. It provides real-time ridesharing that connects members—both drivers and riders—to transit.

Now we’d like to hear from people who live, work, go to school, and play in Kirkland and south Kenmore. Will these ideas meet your community’s transportation needs? Would you be interested in trying them?

Questions? Contact DeAnna Martin, 206-477-3835

King County Council to consider changing DART routes 907 and 915

Proposed change to Route 907: shorten route to operate between Renton and Black Diamond, increase service so bus comes every 60 minutes. Proposed change to Route 915: extend to South Enumclaw to cover Enumclaw portion of discontinued Route 907. No “one size fits all” approach to transit can meet every community’s needs. So we’re working with communities in southeast King County to find transportation options that will better meet the needs of residents and riders than regular bus service.

In April 2015, we asked for feedback about how people use transit service, what barriers they face, and how local service could be improved. Then we worked with local partners to design some alternative service concepts to address some of the needs people told us about. We heard public feedback about these concepts in May 2015, and used that feedback to finalize a set of proposals we’re moving forward with. Learn more on Metro’s website.

The King County Council is currently considering some of these proposals involving changes to routes 907 and 915, which the public helped us design.

  • Route 907 would be shortened to run only between the Renton Transit Center and Black Diamond.
  • Route 907 would have increased service, with buses coming every hour.
  • The current Route 907 DART deviation area in Renton would be removed.
  • Route 915 would be extended from Griffin Avenue and Wells Street to McDougal Avenue (to serve the Enumclaw part of current Route 907).

If these changes are adopted, they will be made in March 2017. Related changes would include the following:

  • A demand-response service connection between Black Diamond and Enumclaw (expected to begin service in the first quarter of 2017).
  • A campaign to distribute ORCA fare cards and educate Route 907 riders to help Enumclaw residents make use of transfers between Metro and Sound Transit service in Auburn and the new demand-response service between Enumclaw and Black Diamond. (This would take place before the March 2017 service change.)

Stay tuned for additional services in 2017:

  • We’re developing an emergency-ride-home program. If riders miss their connecting routes in Renton or Auburn during evenings or weekends when fixed-route service is not available, this service would provide the last leg of the trip to get them home. The service could be provided by taxis or by transportation network companies such as Uber or Lyft. Riders would have to preregister for the program.
  • We’re partnering with the cities of Covington, Maple Valley, and Black Diamond to provide connections between and within these communities. Metro will provide a community transportation coordinator and vehicles that the cities would operate. Trips will be determined by the communities served and provided by screened, volunteer drivers.
  • We’re promoting Metro VanPool, VanShare, and TripPool. We’re working with local partners to increase ride sharing with new outreach, education, and incentives, and partnering with interested cities to develop specific program approaches to meet community needs.

Visit the King County Council’s Transportation Environment and Economy Committee website for more information about how to participate as the current legislation makes its way through the council approval process.