Metropolitan Transportation Authority

New York City Transit: Assessing Performance of the 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.

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