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The National Academies

TCRP F-31 [Active]

Modernizing Transit Station Staffing Approaches

  Project Data
Funds: $250,000
Staff Responsibility: Mariela Garcia-Colberg
Research Agency: Arcadis
Principal Investigator: Raymond Chan

BACKGROUND

Most transit stations today are staffed through a continuance of pre-modern technology practices. For example, a significant number of station agents are based in enclosed booths. This staffing practice proves costly and should be updated. Technology innovation can help; it has been introduced to station management through fare payment, customer information, security, and customer service.

Additionally, transit systems must focus on placing the customer first to retain customers, attract new ones, and increase ridership. Transit customer demands have evolved. Public transit systems must deliver a comprehensive customer experience. Today’s customers require transit stations to be clean, well lit, safe, and secure, and they want quick, clear, and concise passenger information. Many transit agencies are providing just that and are establishing programs to enhance the transit journey. Transitioning station staff [station managers, roving personnel (e.g., ambassadors), and other related customer-facing staff] into other roles is essential to meeting customer needs. 

OBJECTIVE

The objective of this research is to produce guidance that will help agencies evaluate urban and regional passenger rail station staffing approaches and explore innovative alternatives to improve the customer experience. 

STATUS: A research agency has been selected for this project. The contract has been executed.

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