Management & Operations

N.J. Transit unveils customer service initiatives

Posted on April 16, 2003

New Jersey Transit (NJT) implemented initiatives designed to reduce customer frustration and put customer needs at the forefront of the corporation's day-to-day decision making. The recommendations were made by the agency's customer service task force, which was created last year as part of NJT Executive Director George Warrington's "Back to Basics" initiative. Warrington said that the actions will affect virtually every aspect of customer interface with the transit system and will improve communications, increase parking, simplify ticketing, ease boarding and deliver a superior onboard experience for customers. Some examples of changes now being implemented are: relaxing ID requirements for senior citizens; expanding student bus ticketing; installing state-of-the-art signage at key locations; establishing a customer service office at the Port Authority Bus Terminal; commencing online monthly pass sales; and ongoing Website improvements to make it more user friendly. Examples of long-term improvements include changing the current employee recruitment and hiring process. Read more on the changes at

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