We are writing to express my deep concerns and disappointment regarding the Niagara Frontier Transportation Authority's (NFTA) recent implementation of the MetGO fare system. While we understand that the NFTA may have aimed to modernize and streamline the fare collection process, it is clear that this new system fails to consider the needs and concerns of a significant portion of our community, particularly those with disabilities and senior citizens who do not rely on technology to access public transportation services. As said, NFTA confirmed that over 44,000 people signed up the new system however everyone is not onboard with the new changes.

The MetGO fare system, which relies heavily on mobile phone applications and online access, has left many individuals, especially seniors and those with disabilities, struggling to access and use public transportation services that are essential to their daily lives. This is a matter of deep concern and requires immediate attention.

Here are some of the key issues with the MetGO fare system:

1. **Exclusion of Non-Tech-Users:** Many seniors and individuals with disabilities have relied on traditional methods for purchasing fares, such as day passes and tokens. They are not comfortable or capable of using smartphone apps for payment. The new system seems to disregard this crucial demographic that depends on public transportation.

2. **Unnecessary Complexity:** The age-old adage, "If it ain't broke, don't fix it," applies here. The previous system served the community well, and the sudden shift to the MetGO system has introduced unnecessary complexity and inconvenience for passengers.

3. **Lack of Consultation:** It is evident that NFTA did not adequately consult with its paying passengers before implementing the MetGO system. Public transportation services are funded by the community, and it is only fair that the community's opinions and needs are considered before making such drastic changes.

4. **Accessibility Issues:** Many passengers, particularly those unfamiliar with the MetGO system, have reported difficulties in using it. This includes being locked out of the system, losing money, and facing various technical challenges. Such issues have forced them to spend time and money visiting the downtown terminal office for assistance.

Public transportation is not merely a convenience; it is a fundamental human right. The NFTA has a duty to ensure that its services are accessible and respectful of all members of the community, regardless of their technological capabilities. It is disheartening to witness those who are most vulnerable and reliant on public transportation being left behind due to the incompatibility of the new fare system with their needs.

The recent decision by the Niagara Frontier Transportation Authority (NFTA) to contract a company based in Denmark for the development and management of the new MetGO fare system has raised significant questions and concerns within our community. While the desire to modernize and improve public transportation services is commendable, the choice to partner with a foreign company for a system that could be developed and managed locally has left us puzzled and uneasy.

As example, these links are too complicated:

Register page: https://generalweb-nfta.fcshosting.scheidt-bachmann.de/general-public-web/pages/register.xhtml

Login page: https://generalweb-nfta.fcshosting.scheidt-bachmann.de/general-public-web/pages/login.xhtml

As you see above, why not just do it right at this website:  https://metgo.nfta.com ?

The NFTA, as a local authority responsible for the provision of public transportation services, owns and operates web servers and infrastructure locally. Given this, many of us find it difficult to understand why the NFTA did not opt for an in-house development approach or collaborate with local companies for the creation of the MetGO system. The decision to work with a foreign entity raises several pressing concerns:

• Data Privacy and Security: Our concerns primarily revolve around data privacy and security. Handing over the management of sensitive passenger information to a company based overseas raises questions about the security and privacy of our personal data. It is unsettling to think that our personal and financial information may be subject to foreign regulations and oversight.
• Local Economic Impact: By choosing to partner with a foreign company, we feel that the NFTA missed an opportunity to stimulate the local economy. Local businesses and developers could have been engaged to create a system that not only benefits our community but also supports local jobs and innovation.
• Control and Accountability: When a system is managed by an overseas entity, it may be challenging for local authorities and passengers to have the necessary control and accountability over the system's functionality and operation. This can lead to difficulties in addressing issues promptly and efficiently.
• Community Trust: Building trust with the community is essential for a public transportation authority. The decision to use a foreign company for a system that handles our personal information has shaken our trust in the NFTA's commitment to safeguarding our data and interests.

In light of these concerns, we urge the NFTA to consider the following actions:

• Reevaluate the decision to outsource the development and management of the MetGO system to a foreign company and explore options for local development and management.
• Be transparent about data privacy and security measures in place to protect passenger information if the NFTA continues to work with an overseas company.
• Engage with the community to address their concerns and explain the rationale behind the decision to use a foreign company, assuring passengers that their interests are a top priority.
• Consider the economic impact of such decisions on the local community and seek ways to support local businesses and job creation.

The NFTA plays a vital role in our community, and the decisions it makes should reflect the best interests of its passengers. We hope that our concerns are taken into account and addressed in a way that ensures a safe, efficient, and locally beneficial MetGO system.

 

In light of these concerns, we, the undersigned, respectfully request that the NFTA take the following actions:

1. Reevaluate the MetGO fare system to ensure it is accessible to all, including those who do not use smartphones or mobile applications.

2. Engage in meaningful consultation with the community, including seniors and people with disabilities, to address their concerns and preferences regarding the fare system.

3. Provide better assistance and support for passengers who are experiencing difficulties with the MetGO system, ensuring that they are not unfairly burdened by time and financial costs.

4. Acknowledge the importance of public transportation as a human right and commit to making services accessible and user-friendly for all passengers.

 

We trust that the NFTA will take these concerns seriously and work toward a public transportation system that truly serves the entire community, leaving no one behind.