Office Hours To Be Held Twice Per Month at Select Stations Systemwide Between 7:00 a.m. and 10:00 a.m., 4:00 p.m. and 7:00 p.m.
See Photos of Today’s Launch
See Video of Today’s Launch
The Metropolitan Transportation Authority (MTA) today celebrated the launch of the Group Station Manager (GSM) Office Hours program at the 34 St-Hudson Yards 7 station in Midtown Manhattan. The GSM Office Hours program was designed as a forum for New York City Transit (NYCT) subway riders to provide in-person recommendations, comments, and concerns on safety, cleanliness, customer service, maintenance, station signage, wayfinding, and the overall station environment.
“After over a year of station agents stepping out of their booths to help customers, we are now able to celebrate group station managers stepping further into a customer service role,” said MTA Chief Customer Officer Shanifah Rieara. “GSMs will be available on select days and at select stations each month to listen to customers, speak with them about their concerns and work alongside riders to achieve an even better transit experience for everyone.”
“Group station managers now have the opportunity to interact with transit customers in a more intimate setting,” said New York City Transit Department of Subways Senior Vice President Demetrius Crichlow. “These interactions will help us at the MTA better understand how customers feel while they navigate the transit system, and help us make adjustments where necessary. I want to thank all of the GSMs who are participating in this groundbreaking program.”
Each GSM will hold office hours twice a month at select stations in their zones between 7:00 a.m. and 10:00 a.m., and 4:00 p.m. and 7:00 p.m. Office hours will be held at each subway station on a rotational basis to ensure all customers have an opportunity to engage with their designated GSM. The program follows 15 months of MTA station agents stepping out of booths and assisting riders with core customer service functions throughout their respective stations.
GSMs will have a table set up with literature promoting OMNY tap-and-go, Fair Fares, and the permanent Reduced-Fare program, among other MTA deals, discounts, and offerings. The New York Police Department (NYPD), New York City Department of Homeless Services (DHS), and New York City Department of Social Services (DSS) will be invited to participate in the program and distribute information to customers.
GSM Office Hours will be promoted via digital screens and physical marketing signage that will be posted for customer viewing within the designated fare array areas at a station a day prior to the event. Customers looking to engage with their GSM can look for this marketing material to know when to stop by.