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.

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. 

RESEARCH PLAN

The contractor shall identify innovative ways to conduct research (e.g., focus groups and stakeholder interviews) and present the information (e.g., case studies, creation of evaluation frameworks, and fact sheets). The target audience will include transit systems of all sizes. The research will result in a guide to assist policymakers (including transit board members, elected officials, and state agencies) and transit agency managers to evaluate transit station staffing and must include the following key components:

• Review U.S. and international research and practice
• Review current station-staffing practices considering different types of station design and complexity as well as station location (e.g., downtown core, suburban area, airports, and train stations)
• Identify tasks of station staff
• Identify current and future needs of riders, potential riders, neighboring communities, and transit agencies
  • Safety and security 
  • Customer service (e.g., fares, information, and language services)
  • Customer experience (e.g., self-service and seamless journey) 
  • Operational needs
  • Needs of riders with disabilities
• Identify the ability of the transit systems to meet the internal operational and customers’ needs
  •  Staffing issues (e.g., training, reimagining roles, and reassignments)
  •  Technology
  •  Safety and security
• Document initiatives to improve the station-staff experience
• Identify how current and emerging new technologies might be used to improve the overall customer journey and to better deploy staff resources
• Develop recommendations and best practices for approaches to make the systems more efficient (shall include international practices)

The research plan shall be divided into tasks that present, in detail, the work proposed in each task. The research plan shall describe appropriate deliverables that include, but are not limited to, the following (which also represent key project milestones):

• An interim report (i.e., a technical memorandum or report) and a panel meeting, which occurs after the expenditure of no more than 40 percent of the project budget,
• A draft guide,
• A final guide, and
• A technical memorandum, titled “Implementation of Research Findings and Products”.

The research plan may include additional deliverables as well and additional panel meetings via teleconference.  The research plan shall have a schedule for the project that includes 3 weeks for panel review of the interim report, 3 weeks for panel review of the draft final report, and 3 weeks for contractor revision of the draft final report. 

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