On Tuesday, June 4th, the MTA announced the official launch of subway station management hours. Known as the Group Station Manager Office Hours (GSM) program, commuters will have the opportunity twice a month to express their concerns and suggestions in-person regarding subway stations’ maintenance, cleanliness, signage, wayfinding and more.
Bi-monthly office hours will be conducted at select stations on a rotational basis from 7:00 am – 10:00 am, and 4:00 pm – 7:00 pm. The creation of the GSM forum builds upon the MTA’s efforts to improve customer service, just as the MTA agents exiting booths had.
“After over a year of station agents stepping out of their booths to help customers, we are now able to celebrate group station managers stepping further into a customer service role,” said MTA Chief Customer Officer Shanifah Rieara. “GSMs will be available on select days and at select stations each month to listen to customers, speak with them about their concerns and work alongside riders to achieve an even better transit experience for everyone.”
In addition to person-to-person discourse, GSM will offer educational literature on various MTA programs including OMNY, Fair Fares, Reduced-Fare program and other rider discounts and deals. Participants from the NYPD, DHS and DSS will also be encouraged to join the program to further inform riders.
New Yorkers can stay up to date on office hour dates through digital screens and marketing signs at the station where it will be held a day prior. Learn more about GSM office hours here.