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NEW YORK (WABC) –
The MTA says it will set up a group of about two dozen "group station managers" to improve accountability and customer service in New York City subway stations.
A group station manager is the sole responsible for all aspects of customer service and the station environment for a range of stations, up to 25 each.
They will have offices in their service areas, but will also spend a lot of time personally inspecting the stations and ensuring that customer service, cleanliness, security and other aspects of the station environments have said .
"The metro service we deliver starts as soon as you enter a station," said New York City MTA President Andy Byford. "We are working hard to reduce delays, renovate stations and make them more accessible."
Byford was director of the London Underground metro station before becoming Toronto's head of the transit system, then coming to the United States to head NYC Transit.
"We are the lineage of New York City Transit," said Kenneth Davis, who has worked at NYC Transit for 31 years. He rose through the ranks of the agency and joined the newly created group station manager position with 25 other people.
The managers will be distributed in the boroughs to ensure that the metro stations are clean and that the elevators and escalators work.
As Byford has said, it's a homecoming.
"You will see that we will steadily increase, obsessively, standards on the New York subway," he said.
Under the old system, officials admitted that it was simply impossible to track all the problems.
"The superintendent general would oversee about 100 stations and he was too big for a person to manage collectively and effectively," said Rachelle Glazier, NYC Transit station manager.
Now, group station managers will oversee 25 stations or less.
"And with a smaller area to be responsible, you can pay more attention to detail," Davis said. "So, with regard to cleaning, customer service, carrying out structural work, we can pay more attention."
Byford said it shows runners that his agency can handle bigger picture problems.
"I do not think we can legitimately, morally, ask for billions of dollars more to run this service if we can not even get the basics," he said.
Group Station Managers will provide coordination and follow-up with professionals specializing in station environments, such as cleaners, painters, electricians, plumbers, customer service personnel, reverse clock specialists, MetroCard vending machine technicians, elevators and escalators repair personnel, cellular and WiFi service providers, police and others, according to the MTA.
They will also be the faces of NYC Transit for Metro customers and community partners, working to foster relationships and open lines of communication.
Managers will report to four new District Customer Service Managers based in the Bronx, Brooklyn, Manhattan and Queens.
"This new management model will allow our teams to have more resources at their disposal so they can take ownership and truly create pride in their territory," said Glazier. "This will bring a new level of empowerment and pride to our staff, as well as a new level of service for our customers."
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