Ride Guide Introduction
Welcome Ride Guides!
Thank you for taking on the role of a Metro Ride Guide!
Staff Contacts
Mick Rusch
mrusch@cityofmadison.com
Delfina Florencio-Morales
dflorencio-morales@cityofmadison.com
Call/Text: (608) 640-0451
Metro is undergoing its biggest service change in more than 20 years.
With the service change, we’re addressing a number of long standing complaints including:
-
Rides take too long
- Routes are too confusing
- You need to transfer frequently to get from one side of town to the other, sometimes needing to ride in the opposite direction to get to a transfer point
- We’re also getting ready for our bus rapid transit system which will go into effect next year
Transit Equity
In addition, the City has grown and changed in the last 25 years. Our ability to provide equal access to high quality bus service has not grown with it.
- Census data has shown that people of color and those with low incomes live on the peripheries of the city. Trips are nearly twice as long and you need to transfer much more often.
- We’ve heard stories of people that ride more than 90 minutes on the bus with multiple transfers in the mornings and the afternoons to get their children to daycare and then get to work. We’ve also had people tell us that they can’t get to their medical appointments do to there not being adequate transit options.
This system is designed to help a great many people with these types of issues. It will provide better more convenient access to jobs and other destinations throughout the city.
New Service Goals
Metro’s new service is refocusing its current service level resources from neighborhood to more major streets and areas where there is higher density housing.
- Routes have been straightened so that they are more direct and as much as possible run straight through
- Less transfers - With routes running straight through, there is less of need to get off the bus and transfer.
- Buses also will operate more frequently and on a more routine basis so that it is easier to understand how to travel. In a number of cases, you’ll be able to walk to a stop and know that another bus will be coming in the next 15 to 30 minutes without needing to check a schedule.
- Bus Rapid Transit - New service will help get us ready for our Bus Rapid Transit System (BRT) which launches next year.
Equity Analysis
We have conducted a wide range of community meetings as well as an equity analysis that Metro’s new service will be more beneficial for people of color and those with low income.
Drawbacks
That being said, there are some people where service changes in their neighborhood will require longer walks to bus stops. Or the need to cross different streets.
We have heard concerns from a number of riders with disabilities that a longer walk to a stop will make it more difficult to ride the new service.
So, when you’re out talking to people, we ask you to please be positive, listen, be empathetic, and as helpful as you can.
Transportation affects people’s day to day lives, getting to jobs, doctor’s appointments, schools. This is a change to how people organize their lives. As you all know, it’s a very big deal. It brings on strong emotion. We just ask you to keep this in mind with each and every person that you speak to.
De-Escalation Techniques
With that in mind, we have a City of Madison training video that provides some de-escalation techniques.
Watch Video
Please watch that video and send any questions you might have to mrusch@cityofmadison.com or attend our live zoom question and answer session, and we can cover it there as well. (Zoom session to be scheduled)