Subway train station

Erica Brosnan/1010 WINS

EXCLUSIVE: MTA reports significant improvements to subways, buses

October 22, 2018 - 5:00 am

by Erica Brosnan

NEW YORK (1010 WINS) – The MTA will announce Monday that the agency has completed nearly every goal set by Transit Chief Andy Byford three months ago.

The report is being dubbed the first “Customer Commitment Service Report” and is designed to bring tangible improvements to the city’s subway system.

Each quarter, the agency will aim to tackle new improvements and plans to publish a report on its accomplishments.

MTA Chief Customer Officer Sarah Meyer spoke to 1010 WINS about the new initiative and encouraged riders to submit their feedback to the agency.

“We know we’re not delivering the service that New Yorkers deserve and expect and the entire executive team – and the 50,000 men and women of New York City Transit – are determined to make service better,” Meyer said.

Byford set forth a list of 24 goals three months ago and the MTA has announced it has completed 21 tasks. In the report, the agency said it has completed structural improvements, repaired faulty equipment and problematic switches and introduced a deep cleaning process to 15 stations in critical need of attention.

“I think it’s great, to be honest, doing a great job,” one rider told 1010 WINS' Glenn Schuck on Monday. “Things will get better.”  

“Our newly launched Customer Commitment Service Report reflects my determination to deliver continuous improvement through tangible, time-bound improvements,” Byford told 1010 WINS in a written statement. “As promised, we are being completely candid about the results, consistent without philosophy of full accountability.”

Meyer boasted about the installation of 4.95 miles of new continuous welded rails, the construction of six new elevators and the fitting of 13 new PA systems at stations that had previously never had one.

And while the subway systems saw dozens of improvements, the MTA also said they’ve redesigned the Staten Island express bus network and has begun the comprehensive redesign process in the Bronx.

“We increased off-peak frequency on several of our bus routes in Queens and in Brooklyn,” Meyer said. “We also have optimized several routes in increase trip speed. We also equipped over 220 buses in Q3 with customer information screens, so you can see what your next stop is.”


WEB EXTRA: Read the MTA's full Customer Commitment Service Report


Additionally, the MTA has been working closely with the NYPD to conduct targeted bus lane enforcement.

Weeks ago, the MTA announced that the city’s subway was at a turning point despite new information released late Friday that showed ridership had dropped nearly 9 percent on weekends and almost 3 percent on weekdays.

The transit authority has not announced its goals for the fourth quarter, but Byford said they will “now develop and deliver further improvements.”