This story is archived. Visit bart.gov/news for the latest BART news.

BART's Safe and Clean plan transforming rider experience at Civic Center Station

BART’s efforts to reimagine the rider experience through an unprecedented commitment to safety and cleanliness appear to be making a difference at a San Francisco station with a history of issues. Recent Passenger Experience Survey (PES) data shows an increase in satisfaction with Civic Center/UN Plaza Station as well as a jump in the percent of respondents who say they feel positively about station cleanliness and safety. Among the findings:

  • Satisfaction with the overall BART experience for riders who boarded BART at Civic Center Station increased 9 points from 68% to 77% in the latest quarter (October-December) compared with the previous quarter (July-September).
  • Satisfaction with rider safety at Civic Center Station surged by 20 points from the previous quarter from 32 to 52%
  • Ratings of concourse cleanliness shot up 18 points from 32% to 50%.
  • Ratings of platform cleanliness increased by 17 points from 31% to 48%.
Civic Center rider trends

The improvements at Civic Center come as BART has implemented its Safe and Clean plan, which focuses on boosting BART PD’s visible safety presence and increasing station cleaning crews by nearly two thirds.

“Civic Center has been a challenging station but that hasn’t stopped us from tackling a difficult situation and bringing stakeholders along with us,” said BART Board of Directors President Bevan Dufty. “The investments being made at Civic Center make it clear that BART cares that people of all walks of life should be able to access a safe, clean, and reliable system.”

“Maintaining a consistent safety presence has been critical to improving the overall rider experience at Civic Center Station,” said BART Police Chief Kevin Franklin. “Our presence involves traditional sworn officers as well as unarmed Crisis Intervention Specialists and Transit Ambassadors. Not only are we deterring bad behavior, but we have a Tier 1 emergency response time of about four minutes, which is among the fastest for any Bay Area law enforcement agency.”

Cleaning crews are now stationed at Civic Center during all BART operating hours on top of regular overnight power cleaning shifts. Every day there are 2-3 cleaners devoted specifically to the station. You can see an example of deep cleaning at Civic Center Station here.

BART has successfully boosted its cleaning staff but still has about 14 openings, which represents a vacancy rate of nearly 8%. BART is drawing from a list of qualified candidates to fill those positions. In the meantime, anyone interested in applying should visit BART’s Careers page and subscribe to receive notifications for when openings become available.

More improvements are on the way for Civic Center. The station was named earlier this month as one of the next eight in line to receive Next Generation Fare Gates once field testing of prototype units at West Oakland Station is complete. The Market Street Escalators Renovation Program is replacing 41 escalators at BART’s four downtown San Francisco stations including a new platform escalator that opened just last month at Civic Center. Within the last year BART reopened the Station Agent Booth at the UN Plaza entrance of the station which had been closed for more than a decade. Also, new canopies are being installed over entrances at all the downtown stations to make them more welcoming as well as to better protect escalators from the elements.