Man Ki Shiu

Date of Award

Spring 4-29-2017

Degree Type

Thesis

Degree Name

Master of Public Administration (MPA)

Abstract

San Francisco Municipal Transportation Agency (SFMTA) is ranked as the 7th largest public transportation agency in the USA. It also serves the highest number of Limited English Proficiency (LEP) riders among big cities. As a San Francisco Muni Driver, I have experienced first-hand problems related to the ineffective implementation of San Francisco's existing Language Access Ordinance (LAO). The purpose of this research study is to test the following hypothesis: The San Francisco Municipal Transportation Agency is NOT effectively implementing the LAO. The methodology used in my research was three-fold: (1) a review of the history and literature pertaining to the LAO; (2) an examination of past experiences implementing the LAO in New York City, Hawaii, and Los Angeles; and (3) conducting survey and interviews on my fellow Muni drivers regarding their knowledge in LAO and experience thereof in dealing with it. The findings of my research study indicate that: (1) San Francisco MTA has little to no standard operating procedures to assist LEP passengers on the bus. Muni drivers are left on their own to help the LEP passengers, using unofficial operating procedures, often leading to unnecessary and untoward complications; (2) the SFMTA failed to use demographic segmentation methods in implementing LAO, which has been proven to be very effective in Hawaii. The proactive aiming at population and ethnic groups has made inroads in fulfilling the needs of the LEP passengers; and (3) failure of the SFMTA to translate important official documents for the LEP as required by the LAO. The City of Los Angeles has translated over 70 of these documents into their perspective languages using Google Translation. It is my hope that this research paper will cause SFMTA to examine and review its operating procedure in complying with LAO, help to instigate Muni driver education focusing on awareness of the LAO, and provide a framework for further research in ways to improve Muni driver job satisfaction and, at the same time, increase Muni transportation ridership.

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