Our Customer Commitment

Sarah Meyer and Andy ByfordWe know you're ready for change. We are too. We're already making strides on many of our promises and are determined to deliver on the entire Fast Forward plan. I’m excited to share our customer commitment, the first of a series to keep you informed of the actions we’re taking and to keep us accountable each quarter.

Our top priority will always be getting you from point A to point B safely and quickly. And while the big ideas in Fast Forward require time, political support, and funding, we’re tackling important challenges right now to improve your experience riding with us. Keep reading for some of the tangible actions we’re taking, and let us know how we’re doing by providing feedback here, through 511, and on Twitter: @NYCTAAR, @NYCTBus, and @NYCTSubway.

More to come next quarter,
Sarah Meyer
Chief Customer Officer, New York City Transit

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What you can expect from us
Q3 2018: July – September

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Subway

  • Repair switches, including historically problematic equipment at Times Sq-42 St and 14 St-Union Sq, to improve reliability.
  • Complete structural repairs and restore service at 163 St C and 110 St B, C stations and the northbound platforms at the 18 Avenue, Avenue I, Bay Pkwy, Avenue N, Avenue P, Kings Hwy, and Avenue U stations on the F line.
  • Use new deep cleaning process to address 15 stations in critical need of attention, with more stations to follow.
  • Hire Group Station Managers to serve as single points of contact and maintain accountability for all aspects of specific subway stations, from cleanliness to customer service.
  • Install additional four miles of continuous welded rail for a more reliable, quieter, and smoother ride.
  • Deploy the first of our new high-power vacuum trains to help prevent track fires and clogged drains system-wide.

 

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Bus

  • Roll out the redesigned Staten Island express bus network to provide faster, more reliable service and increased overnight and weekend service.
  • Begin the comprehensive bus network redesign process in the Bronx.
  • Work with NYPD to conduct targeted bus lane enforcement at 11 traffic hotspots across all five boroughs.
  • Increase off-peak frequency on the Q6, Q22, and Q69 routes.
  • Optimize the Q22 route to increase trip speed.
  • Test a new sliding door design to help you board and exit the bus faster.
  • Increase capacity on the Bx6-SBS by converting the full fleet to articulated buses.

 

Line drawing of a wheelchairAccessibility

  • Advance accessibility throughout the subway system: Begin elevator installation at five stations; finish design for three stations; and finish accessibility study for 32 stations, bringing the total number of stations studied to 87.
  • Publish an accessibility guide for the bus and subway system for use by customers and employees.
  • Host testing sessions of the new MyAAR app with hundreds of customers.
  • Install signage with alternate routes in case of elevator outages at ten of our busiest stations, including Times Sq and Grand Central, with instructions at every accessible elevator to follow.
  • Finish the pilot of a first-of-its-kind bus with a low entry vestibule and an automated ramp, making it easier for customers who use wheelchairs and other mobility devices to board.

 

Line drawing of a headsetCustomer Service

  • Install PA systems at 13 stations that don’t currently have them.
  • Shorten the timeline to replace Reduced Fare MetroCards from four weeks to two weeks.
  • Equip 150 buses with customer information screens on board.
  • Install 150 next bus arrival time signs at high traffic bus stops by the end of the year, implemented by our partners at the New York City Department of Transportation.
  • Overhaul public restrooms at 86 St on the 4, 5, 6 lines and 42 St-Bryant Park.
  • Reduce call center waiting times by 25 percent.

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Our ongoing commitment to you

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  • Deliver the Fast Forward plan to modernize NYCT.
  • Deliver safe, clean and reliable service on all our modes.
  • Provide you with useful, timely information, especially when service is disrupted.
  • Learn from incidents and set out every day to get better at what we do.
  • Spend your money wisely on the things that matter.