ACCESSIBILITY AND USAGE OF MAINSTREAM AND SPECIAL TRANSPORT SERVICES IN THE CITY OF THESSALONIKI GREECE

Naniopoulos Aristotelis Transport Systems Research Group, Aristotle University of Thessaloniki

Thessaloniki, Greece email: naniopou@civil.auth.gr

Tsalis Panagiotis

Transport Systems Research Group, Aristotle University of Thessaloniki Thessaloniki, Greece

email: pwlet14@yahoo.gr

Savvidis Ioannis OASTh (Organization of Urban Transportation of Thessaloniki)

Thessaloniki, Greece email: jsav1963@yahoo.gr

Genitsaris Evangelos

Transport Systems Research Group, Aristotle University of Thessaloniki Thessaloniki, Greece

email: genitsaris@gmail.com

SUMMARY Accessibility for people with restricted mobility to public transport is essential in achieving convenience and safety for all as well ensure the participation of persons with disability in social activities.

The purpose of this paper is to discuss the crucial issue of accessibility for people with restricted mobility or disability concentrating on the existing urban transport services in Thessaloniki wider urban area. The urban public transport services include, apart from the conventional bus lines, specialized accessible minibus transport services. The investigation of the public transport services in terms of accessibility is based on both the presentation of the services’ profile and an analysis of the users’ view. The research showed that the existing conventional bus lines cannot provide the required accessibility level while the specialized transport services cannot cover the existing and continuously growing growing demand in Thessaloniki. Key words: accessibility; public transport; DRT service; disability; Thessaloniki PURPOSE OF THE STUDY

Thessaloniki, the capital of the Region of Central Macedonia, is the second largest city in Greece and the second major economic and commercial centre. According to the census of 2011, the Thessaloniki Metropolitan Area has a population of 1,006,730 people and extends over an area of 1,455.62 km2 [Hel.Stat, 2012]. Public transport system in Thessaloniki includes currently only the main bus system operating by OASTh (the exclusive urban bus operator) and certain bus services in some municipalities that serve the transport needs at local level and feed the main OASTh’s bus lines. However, several new transport systems are to be implemented in the next few years. A Metro system is under construction and it is estimated to be in full operation by the end of 2016, while the creation of an urban boat service is also being examined. The purpose of this paper is to discuss the crucial issue of accessibility for people with restricted mobility or disability concentrating on the existing urban transport services in city of Thessaloniki wider urban area. The urban public transport services include the specialised accessible minibus services, apart from the conventional bus lines. The study gives more emphasis on the two special minibus services, giving also some insight in the conventional ones.

Fig 1. The accessible transport services in the urban area of Thessaloniki. METHOD The investigation of the public transport services, in terms of accessibility, is based on both the presentation of the services profile and the analysis of the users’ view and reveals the applied practices that had a high positive impact. It also indicates useful recommendations upon required improvement changes, as well as suggestions for the future evolution of the available services. The data presented concerning the available services were collected through (i) the research of literature and review of past studies related to the accessibility of transport services, (ii) the realisation of technical visits to the bus depots, vehicles and the travel dispatch centres and (iii) the communication with the relevant transport authorities and operators, as well as with local associations of persons with disabilities.

As far as the first and latter services’ evaluation is concerned, users of the two accessible special transport services were contacted. Particularly, the most recent passengers’ satisfaction and assessment survey was conducted in January 2012, including 50 interviews with disabled users of the transport services. For this reason, an appropriate structured questionnaire was designed and utilised. This work could be considered as an essential step towards the identification of the main attributes and characteristics of an urban transport system in general, that determine the level of accessibility. From a local point of view, the results could be considered as guidelines in the framework of the introduction of new transport systems in the city of Thessaloniki. RESULTS 1. Accessible conventional bus lines The public bus transport operator in Thessaloniki, named OASTh is a “private law legal entity”, established in 1957 and has currently the exclusive PT service rights in an area extended almost to the whole Prefecture of Thessaloniki. OASTh exploits 622 buses, operates 78 lines and has approximately 180 million. passengers per year. [OASTh, 2012] In the mainstream bus lines of OASTh, the following provisions are included: All of the buses have special seats dedicated for the people with restricted mobility

that are indicated with relevant symbol signs. Around 80% of the 622 buses in total, are accessible to wheelchair users. These are

low floor kneeling buses which facilitate access to all passengers with restricted mobility (people with disability, elderly, pregnant women, etc.).

The majority of the accessible buses have a ramp that is used manually for the boarding of wheelchair users. However, there is a limited number of buses equipped with mechanical ramp mechanisms

Since the end of 2007, a telematics (ICT) system has been installed. This provides both audible and text information inside the bus using Variable Message Signs (VMS). Furthermore, the main 200 bus stops were defined and VMS with GPRS system were installed providing information about the oncoming buses and the time remained for their arrival. A pilot application of audible information provision is also taking place. [Naniopoulos, Genitsaris, Balampekou, 2012; OASTh, 2012; Tsalis, 2010]. OASTh intends to extend VMS application and provision of audible information to more bus stops. Although the percentage of accessible buses is relatively high, the conventional bus lines in Thessaloniki are rarely used by wheelchair users. The main problems people with disability face are:

Accessibility of the whole infrastructure of the transport chain (buildings, open spaces, vehicles, information). The main problem that users face in many cases in Thessaloniki is reaching the desired bus stop, through routes that pose many obstacles.

Absence of accessible bus stops, high congestion Accessibility of the vehicles themselves due to technical reasons which do not allow

the usage of ramps (especially the mechanical ramps). A small percentage of bus drivers that is unwilling to use the wheelchair ramps in

cases that this could be possible. 2. AINEIAS: Municipal DRT service The service was established in 1996 by the Municipality of Thessaloniki in the framework of the European programme, called HELIOS. Since then, it operates serving two main groups of people with disabilities: (a) Wheelchair users and (b) People with cognitive impairments. [SUNRISE 2006] The area that the service covers is the Municipality of Thessaloniki and also some areas of the Thessaloniki’s urban complex. It is estimated that annually AINEIAS buses complete approximately 8.000-9.000 trips. [Katsianidou 2012] AINEIAS trips are classified in two categories. The “regular” ones which take place every day with service subscribers and the “non permanent” ones. Those who use the service on a daily basis do not have to book the service every day and only contact the dispatch centre in case of a change in the routine. Those who need to use the service on a non permanent basis have to book a trip through contacting the dispatch centre at least one day before the required trip. The service hours are from 06.00-22.00 continuously. The fee is at present 0.60€ per trip for adults and 0.30€ for children. The regular users pay also 15.00€ for their annual subscription. Each regular user is entitled up to 45 trips per month.

The service operates three vehicles in total; two of them were obtained in 2006. These can carry three wheelchair users as well as three seated passengers. Access of wheelchair users to them is achieved through a lift located at the vehicle’s rear door. An older vehicle is also used. This can carry six seated passengers and two wheelchair users. There are 5 drivers (accompanied with 5 escorts), as well as one person at the travel dispatch center, occupied by the service.

In the frame of SUNRISE project, Aristotle University of Thessaloniki, along with the cooperation of SASTh (Public Transport Authority of Thessaloniki), OASTh (bus public transport operator) and the Municipality of Thessaloniki, decided to reengineer AINEIAS service on a DRT basis and assist in setting up a new DRT service to be operated by OASTh. Both DRT services are dedicated to people with disabilities but they are focusing, to a certain extent, on different target groups. Before the implementation of the pilot applications, a feasibility study for both of them had taken place, in order to examine the scope for such services, their appropriate scheme, viability and possible extensions in the future. [SUNRISE, 2006; Tsalis 2010]

During the SUNRISE project, a new telematics application was created through the installation of equipment on the vehicles and the creation of a Travel Dispatch Centre (TDC), in an attempt to meet more effectively the current demand, improve and increase real-time DRT service. Technical and behavioural training took place targeting all staff involved in the operation of the system, i.e. TDC personnel, drivers and escorts. The TDC software was modulated in order to provide a user-friendly application

Fig 2. The AINEIAS system architecture

Service evaluation After the implementation of the new telematics system, an interview survey tool place using special designed questionnaires. Data derived from the questionnaires filled in by the AINEIAS users, showed that the passengers were satisfied with the changes that had taken place. Almost, 95% of the users were rather “satisfied” with the service provided, while all the interviewees asked would recommend the usage of the service to other potential passengers. [Savvidis, 2005;SUNRISE 2006] A similar survey was conducted in January 2012 in order to update the results of the past research and assess the evolution of the service. Thirty passengers with disability responded to the interview survey, filling structured questionnaires concerning the provided service quality. Τhe majority of the passengers responded was either wheelchair users or had cognitive impairments. The following figure shows the distribution of the people participated in the survey in terms of their disability type.

Fig 3. Main groups of passengers of AINEIAS service In most cases, the passengers used the service for educational (44%) or professional (28%) purposes. As far as the service level is concerned, 18% of the users consider the service as “excellent”, while a further 35% consider it as “good”. However, there is still a significant percentage of 29%, which characterises that the service as “bad” or “very bad”.

Fig 4. Assessment of service level

The main reasons why passengers prefer to use AINEIAS is its “door to door” service character and the accessibility of its vehicles (fig. 4). Bearing in mind the accessibility problems that disabled people have to overcome in case of travelling with a conventional bus line, it is not difficult to understand the significance of the “door-to-door” service attribute and the reliably accessible vehicles. In total, 75% of respondents considered that the service improves their everyday lives. The question remains however on why the remaining 25% is not pleased with the service. The main reason appears to be that those who are not frequent users of the service could not use the bus since there were no available hours. [Katsianidou, 2012]

Fig 5. Main reasons for passengers to choose the service

3. THE OASTh DRT SERVICE The OASTh DRT service was officially created in April, 2005. OASTh services primarily passengers with mobility impairments or restricted vision. The service is free of charge and covers the entire Thessaloniki urban complex, using two vehicles from 06.00 - 22.00 Monday- Friday and 07.00 - 23.00 on Sundays. So far the service is used by 319 passengers with disabilities, 252 of them with severe mobility problems and 29 blind. In total 58.088 trips have been made by the service. Up to 1250 passengers with disabilities are served each month. OASTh DRT service operates mainly exploiting three accessible buses, each of them having four spaces for wheelchair users and four seats for seated passengers. Access of wheelchair users is achieved through a lift located at the rear door. [OASTh, 2012; Katkadigkas and Kanellakis, 2012]

Fig 6. OASTh’s DRT service bus wrapping, designed by Constantin Xenakis

The two accessible buses bear an artistic intervention specially designed for this occasion and offered by Constantin Xenakis, an internationally well-known Greek artist. The buses’ appearance caused many positive comments by the local and national community. [SUNRISE;2006] Service evaluation The evaluation of the service after the first months of its operation showed generally a high level of user satisfaction. In fact, 92% of the passengers asked found the level of service provided “excellent” (scale used: “excellent”, “good”, “average”, “bad”, “very bad”). [Savvidis, 2005;SUNRISE 2006]

During the evaluation process, data collection in terms of social benefit, technical performance and economic viability took place by conducting a questionnaire survey. OASTh reacted rapidly to the demands. For this reason, it proceeded to the following actions:

Acquisition of an additional vehicle.

Extension of the service.

Upgrade of the TDC telephone line system.

Introduction of a new software.

Application of new handgrips and seatbelts inside the vehicles. In order to update the relevant past data, a similar follow-up interview survey was conducted in January 2012. Twenty passengers with disability responded. As seen at the following figure the majority of passengers were wheelchair users.

Main groups of passengers

85%

5%10%

mobility (wheelchair) sight other

Fig 7. Main groups of OASTh DRT service passengers

In most cases, the passengers used the service for professional purposes (85%). As far as the service level is concerned, 90% of the users considered the service “excellent”, while a further 10% considered it “good”. It is obvious that passengers were satisfied with the service provided. (scale used: “excellent”, “good”, “average”, “bad”, “very bad”). [Katkadigkas and Kanellakis, 2012] The service has a significant positive social impact. The story of a respondent is indicative, for whom socialising during the trip led them to develop close friendship relations. Today, they are still using the service, arranging among others meetings together. During the interview, the user stressed “My whole life has totally changed after that..!”. DISCUSSION Despite the fact that the accessible transport services provide invaluable services to passengers with disability, they still seem to have some problems concerning the quality and level of service provided In the conventional bus lines, it has been reported that a small percentage of bus drivers is unwilling to use the wheelchair ramps in cases that this could be possible.

Furthermore, in some cases the seats designated for passengers with restricted mobility are occupied by other users and mechanical ramps are usually out of service due to the lack of adequate maintenance. At the AINEIAS service, the telematics system installed is not currently in use, since the service’s employees claim that they cannot get familiar with it, despite its initial successful practice application. Thus, the “real time” option is not functional. Furthermore, the escorts have not received any training on accessibility issues, except some relevant seminars. This has led some passengers to complain about drivers’ behaviour. Additionally, the vehicle which was not replaced in 2006 has significant malfunctions and does not offer a sense of comfort and safety to passengers. Regarding the OASTh service, some complaints were expressed concerning the lack of an available vehicle during peak hours and the need to expand the service working hours. As far as the passengers’ preferred transport service is concerned, most of the OASTh DRT passengers preferred the service compared to AINEIAS, mostly due to the fact that is covers a larger area, while they also use accessible TAXIs, despite the fact that they consider their cost high. On the contrary, the AINEIAS passengers do not use the OASTh DRT service. This could be possibly explained due to the disability differences in the two passenger groups. RESULTS - SUGGESTIONS Although the special “door-to-door” transport services for people with disability are valuable in cases where the trip chains are not fully accessible, they should not be considered as a panacea. The final goal should be a fully accessible integrated transport system that does not exclude people with reduced mobility. The available minibuses of the two special transport services in Thessaloniki, cannot satisfy current needs, hence the number of vehicles in operation should be increased. The cost for such an investment could be easily covered partially by the users by increasing the travel ticket. It should be stressed that the ticket prices are kept low until today and that the shortage of vehicles offered due to the unavailability of finance by the public authorities should not be considered preferable in social terms compared to a possible slight ticket increase. Comparing the minibus service of OASTh with the similar municipal one, it seems to be rather better organised. The users’ aspects revealed through the interviews confirm this conclusion. OASTh being an operator specialised in providing urban bus services has the essential know-how, experience, facilities and infrastructure to offer services of better cost effectiveness and higher performance and quality in contrast to a Municipality.

Apart from the technical standards applied at the initial stage of a new transport services introduction, there are also significant operational parameters, such as maintenance, training, behaviour, “culture” etc., that influence the accessibility level of a transport system. Therefore, the active involvement of stakeholders (e.g. associations of people with disabilities) and the regular consultation of them (by questionnaire surveys, gathering complaints forms or perhaps in the framework of an accessibility discussion committee within a Transport Authority) would be beneficial for both operators and passengers. The accessibility of public transport is usually evaluated, like in this case, in terms of fulfilling specific technical and building standards or by exploring the satisfaction of passengers that enjoy the available transport services. However, it seems that the development of a methodology for the accessibility evaluation at transport system level would be interesting, with an approach similar to the one applied in the case of the levels of service scale. This could make possible the comparable assessment of the same transport system between different time periods (internal benchmarking evaluation), as well as its comparison with other transport systems (external benchmarking evaluation). REFERENCES AINEIAS Service Archives 2012, data derived from a technical visit

Hellenic Statistical Authority, 2012, Data census of 2011, HSA, Athens

Katkadigkas R., Kanellakis A., 2012 “Analysis of the population using the OASTh DRT transport service”, thesis, Dept. of Civil Engineering, AUTh

Katsianidou A., 2012, “Analysis of the population using the AINEIAS transport service”, thesis, Dept. of Civil Engineering, AUTh

Naniopoulos et al. 2006. “Reorganizing the transport chain of citizens with disability in the Municipality of Thessaloniki”, 3rd International Congress on Transportation Research, Thessaloniki, SES

Naniopoulos A, Genitsaris E, Balampekou I. 2012. “Analysis of OASTh internal environment”, research project “Formulating the strategy of OASTh” deliverable, Thessaloniki, AUTh

OASTh (Thessaloniki Public Transport Operator) Archives, 2012, data derived from a technical visit

SUNRISE Team, 2006. “Feasibility studies and DRT applications”, SUNRISE project deliverable, Thessaloniki, AUTh

Savvidis, I., 2005. “DRT systems and application perspectives in the Thessaloniki area”. MSc Thesis submitted to Aristotle University of Thessaloniki

Tsalis P. 2010. “Development of a standard for the assessment and continuous improvement of the accessibility of Municipalities to people with restricted mobility”. PhD thesis, Dept. of Civil Engineering, AUTh