Wheelchair Accessible For-Hire/Taxi Service

1. Wheelchair Accessible For-Hire/Taxi Service Samara Epstein Assistant Commissioner NYC Taxi & Limousine Commission September 15, 2009

2. Background:Goal is to provide service to everyone 231 Dedicated Accessible Medallions Livery/black car rules Taxi of Tomorrow Accessible Dispatch System

3. Accessible Dispatch • Match passengers that use wheelchairs with accessible taxis • Test dispatching technology • Observe where trips begin and end

4. Accessible Dispatch - Passengers • Program is for passengers that use wheelchairs ONLY • Passengers must be able to reach curb • There is room for 3 other passengers in the car, but only 1 spot for a passenger who uses a wheelchair

5. Accessible Dispatch - Drivers • Driver may turn on meter at pickup time before loading passenger (if he is at location) • Driver must wait 10 minutes before leaving • If someone calls for an accessible cab but does not use a wheelchair, driver can refuse ride or double charge

6. Accessible Dispatch Vehicles • 3 modified minivans are currently used as accessible taxicabs • Two are side entry, one is rear entry • Program enables us to observe: • How passengers pay • Where vehicles can stop to load/unload

7. Dispatch Activity:(As of September 3, 2009) • 240 accessible vehicles • These vehicles have 2 types of dispatch technology • 3501 dispatches • 378 cancellations • Avg time for pickup ≈ 30 minutes • Average of 150 vehicles logged on at any given time

8. Pickup and Drop-off Locations(As of September 3, 2009)

9. Feedback from Passengers • We talked to passengers that use the service almost every day • Use service to get to and from work • Like to use the same car and driver • Like the program • Find vehicles comfortable • Have some concerns about communication with dispatcher

10. Feedback from Drivers • We talked to the drivers that provide the most service for this program • Feel well trained and capable of assisting passengers when needed • Feel positive about providing this service • Would like for JFK incentive to be expanded • Have some concerns about dispatcher

11. Lessons Learned • Pickups and dropoffs follow usual pattern of yellow cab activity • Outer borough service requires livery participation • Communication between dispatcher and drivers/passengers is crucial • For drivers: • Incentives • Income must remain consistent • For passengers: • Establish clear expectations

12. Going Forward – Lessons Learned • Program must have five borough service • Driver training is a must • Central call center works well – to book service and make complaints • Leverage accessible vehicles on the road • 231 yellow cabs, 500+ for-hire vehicle bases with 22,000 cars

13. Going forward (continued) • Need infrastructure of vehicles to provide accessible service until day when all vehicles can accommodate passengers in wheelchairs • Need to learn more about why usage has been low – many testers didn’t use system

14. For More Information • Go to TLC’s website at www.nyc.gov/tlc • Click on “Accessible Dispatch” • Passenger tips • Driver tips • Information on how program works

15. Wheelchair Accessible For-Hire/Taxi Service Samara Epstein Assistant Commissioner NYC Taxi & Limousine Commission September 15, 2009