Q1 2019 Customer Commitment


We're working to provide the best possible customer experience during the L project. Just one example of the conversations we’re having: how to prepare our data infrastructure to make sure things like countdown clocks work in any service situation.

We are also deeply committed to nailing the basics to improve your service, and we continue to make strides on this front.

This quarter, I'm especially excited to reveal some of the work Sally Librera has been leading with the SPEED unit, an awesome example of the change that’s happening in all corners of this agency. We can't wait to bring this kind of fresh thinking to the big, ambitious goals in Fast Forward once it’s funded.

Take a look at our Q1 promises to improve your trips below.

Sarah Meyer
Chief Customer Officer, New York City Transit

Train conductor with speed gun.


What we will deliver
in Q1 2019: January – March


Line drawing of a subway car


  • Re-calibrate slow-clearing signals on the 1, 6, J, M, Z, Q lines, and re-train staff on optimal operating techniques to maximize safe speeds.
  • Increase speed limits at 40 locations throughout the system. Speed limit increases are only implemented when deemed safe by a review panel of safety and service delivery leaders.
  • Continue to repair our most problematic switches, as part of a focused effort to reduce the number of trains delayed.
  • Restore service at three stations that were deteriorating and in need of structural repair:
    • 167 St (B, D
    • 39 Av (N, W)
    • Broadway (N, W)
  • Replace 2,000 feet of track bed, repair track and other track bed components, and remove conventional signaling equipment near Grand Central to improve reliability on the 7 line.

Line drawing of a bus


  • Roll out 150 new buses in all five boroughs.
  • Announce the third borough to participate in a borough-wide bus network redesign.
  • Publish our analysis around population density, travel patterns, future developments, ridership, and service quality in the Bronx. This report, along with input from customers and community leaders, will inform the Bronx bus network redesign.
  • Increase off-peak service on the S93.
  • Launch two new Staten Island express bus routes: The SIM11 is a midtown route serving customers near Mill Road/Tysens Lane, and the SIM33c provides new off-peak and weekend service to Mariners Harbor.
  • Report on NYPD’s bus lane enforcement efforts across 12 priority routes. We will build on this initiative to deliver additional improvements on other routes.

Line drawing of a wheelchair


  • Advance accessibility throughout the subway system: Begin elevator installation at Eastern Parkway-Brooklyn Museum (2, 3, 4); continue construction at 13 stations; finish design for two stations; and finish accessibility studies of 40 stations.
  • Open applications to our Advisory Committee for Transit Accessibility (ACTA), a network of people in the disability community who will provide consistent feedback and input into Transit projects.
  • Create a tailored accessible subway station map and update the accessible station wallet guide to help people with disabilities plan travel more quickly and easily.
  • Develop an accessibility dashboard to help us better measure and track meaningful indicators of system accessibility.
  • Launch accessibility sensitivity training for all NYC Transit employees.
  • Host a community event to gather input on the next 50 subway stations to be made accessible.
  • Upgrade accessible boarding areas in five accessible stations to minimize gaps between the platform and train for easier boarding by customers who use wheelchairs.

    Line drawing of a headset

    Customer Service

    • Keep you informed of the changes to the L project every week in our newsletter, and on our project page.
    • Launch a pilot program to replace paper planned work directories with more targeted information on digital screens.
    • Install PA systems at nine more stations that don’t currently have them.
    • Install customer information screens at 20 more stations, expanding the ways you receive real-time service information so you can make better informed travel decisions.
    • Expand lost and found contact hours to 6am – 10pm, seven days a week (up from limited availability, Monday – Friday).
    • Equip 400 buses with on-board customer information screens that announce the next stop, both visually and audibly, and show other service information.