Observations and Complaints against BEST Bus Infrastructure and Services

Date: 17^th May 2012

To,The Chairman,BEST,Mumbai.

Subject: Observations and Complaints against BEST Bus Infrastructure and Services

Dear Sir,

I am a regular traveller in Mumbai since birth (1985) and I use the BEST buses daily to commute in and across the city (Mumbai & Navi Mumbai). I am writing to you to bring to your notice the extreme changing condition of the BEST buses and other related affairs in the past few years.

Before I begin, I must introduce myself as an architect – only to be able to assert that I have keen understanding of how people interact with objects in their surrounding environment, and adequate knowledge of design to critically reflect upon urban infrastructure. However, it may not even require a designer to point out the issues below, since they are very basic and every-day. I have found multiple discrepancies in these very aspects of BEST services over the last few years. Let me enlist them one by one.

1. While initially the best buses had seats made up of steel framing and had enough steel rods to hold on to, they have been replaced by plastic ones reinforced by steel rods. The quality of most of these seats is extremely poor. Most buses have deformed seats which don't even remain fixed to the bus floor. Moreover, the leather of these seats gets torn more frequently than the earlier ones.
2. The plastic framing of these seats, which also doubles up as handles we hold on to during sitting or standing come out due to bad quality. Such a situation exposes the reinforcing metal hollow sections. These exposed sections are extremely dangerous since one can hurt oneself due to jerks in the bus and rough roads. Since the plastic is of poor quality, it develops cracks which can hurt public.
3. I want to say that sharp metal corners that remain exposed all around in the interiors of the bus are extremely dangerous. All commuters are extremely vulnerable to fatal mishaps because of the rash best drivers and extremely bad state of roads in our city. There are multiple times when my family members and I have experienced bruises due to sharp pointed edges of the bus and torn our clothes do to unexpected jerks by the driver or extreme crowd in the buses.
4. According to me, the earlier windows that opened upwards were far better than the ones that slide sideways. Apart from being ugly, they do not allow a clear view of the outside from within, since there are far too many framing members that obstruct our vision.
5. The red LED indicators seem fancy but we can't figure them out in the sun. One has to rationalize this kind of frantic 'digitization' and upgradation. In many buses, I have also found these LEDs to be frequently non-functional and thus, rendering the flashing text unreadable. A clearly legible painted text earlier (which was white on black), now fragmented into red flashing dots is extremely difficult to read.
6. Lastly, I want to bring to your notice the extreme carelessness that the conductors and drivers display at bus stops. Many drivers or conductors do not stop at the bus stops even if the buses are absolutely vacant. They don't wait for all passengers to board properly. I have seen small children, middle-aged and old ladies slip and fall down multiple times because bus drivers start the buses before passengers are completely in the bus. Sometimes we are not even able to board the bus because they do not stop. When we argue, they are almost indifferent and don't take any responsibility of the event. This is a direct question to the kind of recruitment and training you offer them. I hope you will look into this matter since it directly affects the well being of the people using and paying for your services.

I could actually go on with this list; however I only feel it may be wise to stop here owing to the time constraints you may have to respond to this letter. It is my sincere request that you understand that matters of design have become important in urban environments for the well being of people. The above matters are all utilitarian & functional. I have taken special care to not point out any matters concerning visual aesthetic of BEST facilities.

BEST infrastructure has not remained the same as it was before. I wish to have the older spirit of BEST buses back in Mumbai. Although I appreciate the networking and connectivity initiatives that BEST has undertaken in the past few years, basic quality of infrastructure must not be compromised upon. I have not taken a majority poll on the above issues for two reasons: I hear people complaining and taking about the above issues all the time and secondly, I believe people in this city are far too busy to write an official note like this and pursue a complaint.

Looking forward to an earnest reply and some constructive action.

Anuj Daga

Architect, Mumbai.

anujdaga1@gmail.com

a.daga@aoamumbai.in

+91 98191 41118

201, Hill View Society, Yashodham, Film City Road, Goregaon (East), Mumbai – 400 063.