San Diego County Grand Jury • 2016-2017

Got a Ticket?

Published: May 31, 2017 12 pages
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Findings 8 findings

F01
The undisputed TVM performance results the Contractor provides are different from that determined by analysis of the failure and repair data from NCTD. Fact: When the cash-management system is non-functional due to a bill or coin collector being full, the machine is not determined to be out of service. Fact: In many cases, only the customer knows the TVM is not functioning when he or she is unable to obtain a ticket.
F02
When the TVM does not satisfy the customer’s need to purchase a ticket and no failure is noted on the screen, NCTD does not consider this a failure of the TVM when analyzing performance. Fact: The nature of the TVM failure is not always displayed to the customer. Fact: When a TVM is not working, the customer is not routed to another TVM.
F03
TVM ticketing failures occur too frequently and customers are not informed of the alternatives. Fact: Not all error messages or ticketing failures are reported immediately by the TVM to NCTD or its Contractor. Fact: The failure of TVMs to read a credit/debit card can only be reported by the customer. Fact: There is no highly visible signage advising of the procedures to report a TVM failure.
F04
Equipment failures cannot be corrected unless they are reported by the customer or by the TVM’s electronic communication system. Fact: The credit/debit card orientation for insertion is shown on the TVM. Fact: To get a proper read, the credit/debit card must be inserted to the stop then removed at a moderate speed to get the desired result. Fact: There is little information posted to aid the customer on proper insertion technique.
F05
The TVM does not clearly inform the customer of the protocol for proper credit card insertion. Fact: If a TVM fails, the customer is not given any screen options to select an alternate course of action.
F06
The TVM does not consistently inform the customer that the machine has failed to perform the requested task. Fact: Sprinter operating hours begin at 4:00 a.m. and end at 9:30 p.m. on Sunday through Thursday and 12:30 a.m. on Friday and Saturday. Fact: Coaster operating hours begin at 5:07 a.m. and end at 8:11 p.m. Monday through Friday. On Saturday and Sunday, trains begin to run at 8:30 a.m. and end at 8:12 p.m. Fact: The Contractor’s maintenance and service technicians’ normal coverage begins at 6:00 a.m. and ends at 6:00 p.m. seven days each week, with provisions for emergencies. 9
F07
Maintenance/repair technician coverage is not available during all operating hours of the Coaster and Sprinter unless there is an emergency. Fact: There are two types of TVM preventive maintenance contractually required by NCTD: monthly and quarterly. Fact: SCRs provided by NCTD do not indicate which preventive maintenance service was actually provided. Fact: There is no evidence on the SCRs that each TVM has received the required quarterly preventive maintenance.
F08
There is no distinction between monthly and quarterly preventive maintenance on NCTD-provided SCRs nor is there evidence to support that each TVM has had quarterly preventive maintenance performed.

Recommendations 9