Metropolitan Transportation Authority
New York City Transit: Assessing Performance
Station Manager Program New York City Transit is
in the process of
renovating its 468 subway stations. In order to maintain an
appropriate environment and
ensure adequate customer service in these renovated stations, in
1990 New York City Transit
initiated its station manager program, in which station managers
are made responsible for the
environment and customer service in subway stations. At the time
of our audit, station
managers had been assigned to about half of the stations. We
tried to examine the
effectiveness of the program, but found that a formal system has
not been established for
evaluating program effectiveness. We recommend that such a
system be established. We
note that, according to customer surveys taken by New York City
Transit, between 1991 and
1994, the customers' overall assessment of station environment
improved only slightly (from
an average of 4.7 to an average of 5.3 on a scale of 1 to 10).
We also identified possible
inefficiencies in the assignment of station managers to stations.
For a complete copy of 95-S-103 click here.
For a copy of the 90-day response click here.