What’s News, Breaking: Tuesday, April 9, 2024
GOVERNOR MARKS ANNIVERSARY OF SUBWAY
STATION AGENTS’ ENHANCED ROLE
CITYWIDE — GOVERNOR KATHY HOCHUL ON TUESDAY, APRIL 9, CELEBRATED ONE YEAR SINCE MTA STATION AGENTS BEGAN THEIR ENHANCED ROLE of stepping out of booths and assisting riders with core customer service functions throughout the station. The station agents have provided commuters with wayfinding information, assisted at fare machines and informed those new to the system about contactless fare payment. As part of the enhanced customer service initiative, NYC Transit more efficiently deployed station agents throughout the system, delivering $10 million in annual savings while improving customer service and increasing hourly pay. In just the past year, NYC Transit presented 208 commendations to station agents receiving positive customer feedback between March 2023 and February 2024.
Over the next few weeks, NYC Transit will gradually introduce additional services to the 15 Customer Service Centers in the subway system.