NJ TRANSIT BOARD CUSTOMER SERVICE COMMITTEE MEETING AGENDA OPEN TO MEMBERS OF THE PUBLIC

Transcription

1 NJ TRANSIT BOARD CUSTOMER SERVICE COMMITTEE MEETING AGENDA OPEN TO MEMBERS OF THE PUBLIC WEDNESDAY, NOVEMBER 15, :30 PM ONE PENN PLAZA EAST 9 TH FLOOR BOARD ROOM NEWARK, NJ 07105

2 NJ TRANSIT BOARD CUSTOMER SERVICE COMMITTEE MEETING OPEN TO MEMBERS OF THE PUBLIC WEDNESDAY, NOVEMBER 15, :30 P.M. 9 th FLOOR BOARD ROOM NEWARK, NJ PUBLIC COMMENTS ON AGENDA (Two minutes per speaker) STAFF REPORTS CUSTOMER SERVICE UPDATE (PRESENTER: DIONNA SUMNER) SOCIAL MEDIA DASHBOARD (PRESENTER: NANCY SNYDER) SUMMER RAIL TRAVEL AND COMMUNICATIONS SURVEY FINDINGS (PRESENTER: SUSAN O DONNELL) NJ TRANSIT STATIONS AND FACILITIES: PLACE AND PURPOSE IN THE COMMUNITY (PRESENTER: JEREMY COLANGELO-BRYAN)

3 CUSTOMER SERVICE UPDATE

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5 SOCIAL MEDIA DASHBOARD

6 CS COMMITTEE MEETING SOCIAL MEDIA DASHBOARD SEPTEMBER 2017 Facebook Top 5 Topics Twitter Top 5 Topics Social Posts Received 1. General Customer Comments 1. General Customer Comments Twitter Aug '17: 6,993/Sept '17: 7,397 tweets 2. Feedback on Crew Members 2. Rail Delays 9/8, 9/17 & 9/28 Facebook Aug '17:1,301/Sept '17: 772 posts 3. Customer Compliments 3. Bus Delays 9/25 & 9/26 4. On Time Performance 4. Feedback on Crew Members Social Sentiment 5. Service Restoration 5. News Mentions of NJ TRANSIT Aug '17: 51.6% negative/sept '17: 68% negative Aug '17: 48.4% positive/sept '17: 32% positive Facebook Fan Growth Twitter Follower Growth Social Posts Sent/Reach of Posts Facebook 9/1/ ,780 Likes 9/1/ ,330 Likes 187 posts/751.4k potential reach Twitter 9/30/ ,065 Likes 9/30/ ,265 Likes 507 tweets/3.29 Million potential reach 1,285 new fans 2,935 new followers Customers Assisted SOCIAL MEDIA COMMUNITY SIZE 120 posts sent to Customer Service Twitter 461 customers assisted on Social Media April '17 178, , , , , , ,265 May '17 180,734 June '17 186,460 July '17 191,077 Twitter Aug '17 194,231 Facebook Sept '17 197,265 57,730 58,005 60,379 62,769 65,532 66,065 April '17 May '17 June '17 July '17 Aug '17 Sept '17

7 Service Restoration Labor Day Schedule

8 September 11 th Hurricane Support

9 Houston Metro Donations PVL Repair Work

10 Instagram Student Pass

11 SUMMER RAIL TRAVEL AND COMMUNICATIONS SURVEY FINDINGS

12 NJ TRANSIT s Summer Rail Travel and Communications Survey Survey Findings Research November 15, 2017

13 2 Summer Rail Travel and Communications Survey Who did we want to survey? NJ TRANSIT RAIL customers Traveled to Penn Station New York or Hoboken Weekdays between 6am and 10am in June 2017 What was it? Three online surveys: before, during, and after Amtrak s Summer Track Repair work. Survey #1 June 22 nd to July 6 th Amtrak s Summer Track Repair Work July 10 th to September 1 st Survey #2 July 26 th to August 7 th Survey #3 September 20 th to October 5 th All Surveys were open about two weeks Research

14 Summer Rail Travel and Communications Survey Why did we conduct these surveys? To understand how customers changed their travel patterns during and after the Summer Track Repair work, and to explore ways to improve our communication during such events. To gather information and feedback about how customers are getting information and their satisfaction with that information. To understand how customers resume their travel after the Summer Track Repair work is completed. 3 Research

15 4 Summer Rail Travel and Communications Survey How were these surveys conducted? An online panel survey was developed and administered o A Panel Survey repeated surveys of the same customers at different points to track changes over time. A initial contact list was created from various sources: o Previous Customer Satisfaction Survey participants o MyTix customers and Quik-Tix customers o Recent origin-and-destination survey participants An incentive drawing was offered to all participants A drawing for two regular-priced monthly tickets or $500 gift card Each participant received one entry for each survey they completed (max 3 entries If customer participated in all three surveys, they received 10 extra entries in the prize drawing. Research

16 By the numbers... Survey #1 - Before 36,866 s with a link to Survey #1 were sent to rail customers 9,188 surveys were returned (25% response rate) 6,409 of the returned surveys were from customers who travel to Hoboken or Penn Station New York on weekdays between 6am and 10am. This is the panel that was used for subsequent surveys. Survey #2 - During 6,409 s with a link to Survey #2 were sent to the panel 3,302 surveys were returned (52% response rate) Survey #3 - After 23 people opted out of Survey #2 so they weren t sent Survey #3 6,386 s with a link to Survey #2 were sent to the panel 5 3,001 surveys were returned (about a 47% response rate) Research

17 Survey Questions Survey # 1 (Before Amtrak s Summer Track Repairs) 6 Current weekday morning trip to Penn Station New York or Hoboken Origin/destination and boarding/exiting train station Scheduled train departure time Access/egress mode Potential morning commute changes Are you expecting to change or modify your weekday trip? If yes, detailed follow up questions about expected trip changes. Communication preferences How are you currently getting information about NJ TRANSIT? Are there any other ways you would like us to communicate? Has there been too much, too little or the right amount of communication? Level of Satisfaction with communication tools Demographics Research

18 7 Survey Questions Survey # 2 (During Amtrak s Summer Track Repairs) Weekday morning commute changes (including follow-up details) No changes (to/from same stations and approximately the same time as in June) Mode changes Train station or time changes Working from home or alternate location Not traveling because of change in jobs, moved or other reason Return Trip Traveling the same as morning trip? If different, asked for details Have you tried traveling in different ways during the summer? Communication preferences How are you currently getting information about NJ TRANSIT? Are there any other ways you would like us to communicate? Has there been too much, too little or the right amount of communication? Level of Satisfaction with communication tools Research

19 8 Survey Questions Survey # 3 (After Amtrak s Summer Track Repairs) Weekday morning commute changes (including follow-up details) No changes (to/from same stations and approximately the same time as in June) Mode changes Train station or time changes Working from home or alternate location Not traveling because of change in jobs, moved or other reason Follow-ups on why switched and what would encourage train usage again Return Trip Traveling the same as morning trip? If different, asked for details Communication preferences Top 3 ways you currently get information about NJ TRANSIT? Are there any other ways you would like us to communicate? Research

20 Summer Rail Travel and Communications Survey Survey Findings Travel 9 Research

21 Are you planning to modify or change your trip during the summer? (Survey #1 - Before Amtrak s Summer Track Repairs) Survey conducted BEFORE Amtrak s Summer Track Repair work 10 Research

22 Have you modified or changed your weekday morning trip? (Survey #2 - During Amtrak s Summer Track Repairs) Survey conducted DURING Amtrak s Summer Track Repair work 11 Research

23 Comparison of Expected to Actual Travel Changes by rail passengers (Survey #1 and #2) Have you modified or changed your weekday morning trip? Population Survey #1 EXPECTED Survey #2 ACTUAL Traveled to/from the SAME STATIONS about the SAME TIME as in June All Rail Lines 46% 61% Utilized PATH M&E 21% 29% Utilized the Ferry M&E 7% 12% Utilized a Bus M&E 4% 10% Took an EARLIER train M&E 21% 19% 12 Research

24 Travel options tried between July 10 th & late July/early August but stopped using (Survey #2 - During Amtrak s Summer Track Repairs) 13 Research

25 Travel Mode Changes (Survey #3 - After Amtrak s Summer Track Repairs) 14 Research

26 Summer Rail Travel and Communications Survey Survey Findings Communications 15 Research

27 In Terms of Communication, would you say there has been...? (Survey #1 and #2) 16 Research

28 Satisfaction with Communications Tools (Survey #1 and #2) Communication Sources Survey # 1 June 22 to July 6 Survey # 2 July 26 to August 7 Rating Increase NJ TRANSIT website NJ TRANSIT The Update Information Portal NJ TRANSIT Employee Ambassadors N/A 6.51 N/A NJ TRANSIT mobile app (MyTix) NJ TRANSIT alerts News broadcasts Conductors/Bus Operators Posters/informational flyers NJ TRANSIT text alerts NJ TRANSIT Twitter Onboard announcements Station/platform announcements Digital/Internet advertisements Digital radio or other streaming services NJ TRANSIT Facebook NJ TRANSIT LinkedIn Research

29 Top ways customers get information about NJ TRANSIT? (Survey #3 - After Amtrak s Summer Track Repairs) NJ TRANSIT mobile app Onboard announcements Station/platform announcements NJ TRANSIT website 18 Research

30 NJ TRANSIT STATIONS AND FACILITIES: PLACE AND PURPOSE IN THE COMMUNITY

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32 For generations, stations were the centers of communities they served. For many, they were the first impression or last memory. But, the relocation of employment centers and increasing reliance on the automobile altered how we viewed and used rail stations. Recently, changing demographics, new employment paradigms and a focus on green transportation are encouraging a re-visioning of transit stations and their Place and Purpose in the Community.

33 NJ TRANSIT s station improvements program has launched several initiatives designed to promote the utility, access, and relevance of these facilities, both at the stations themselves and in the surrounding areas. Improve the station s place in the community by addressing the needs of adjacent infrastructure. Enhanced access to the station for pedestrians and cyclists. Announce the station presence through an effective wayfinding and signage program. Connect the station to the community through active outreach programs and regular engagement with governing entities and other local stakeholders. Major facility improvements are being planned; NJ TRANSIT is focused on major hubs and is working with partners to develop improvements.

34 Together North Jersey Improve the Station s Place The Station and Beyond Together North Jersey: A program that leverages the place where the station is located to enhance its purpose through streetscaping, connections to employment, residential and educational opportunities, and reworking adjacent infrastructure.

35 Perth Amboy City Transit District Strategy Improve the Station s Place The Station and Beyond Key Concepts Redevelop the train station area to create a new public open space. Reuse upper levels of older commercial building, rezone Downtown to encourage mixed-use development, and modernize parking regulations. Development Opportunities Spaces in the area including Station Area Core, Waterfront District, and Smith and Second Street. Commercial building conversions of upper levels to residential. Implementation Rethinking Train Station Area Parcels, Downtown Parking Regulations, streetscape and open space, and pedestrian and bike access. Development and adoption of New Transit District Zoning. Programming and Marketing downtown.

36 Newark Access to Opportunity Improve the Station s Place The Station and Beyond Key Concepts Identify opportunities and barriers for accessing wage jobs. Work in cooperation with neighborhood associations and community development corporations. Use existing forums for discussion to engage and empower residents. Partnership Opportunities Newark, NJTPA, research organizations, Essex County, Meadowlink, relevant property owners, CBOs, NJDOT, private bus carriers, local business owners, Newark community economic development corporation. Implementation Enhanced awareness of transit feedback and services for getting to work, building locally, working and doing business locally to support Newark residents, closing the skills and information gap for job providers and seekers.

37 Irvington Avenue Corridor Study Improve the Station s Place The Station and Beyond Key Concepts Rethinking Irvington Avenue, Maplewood s commercial section, and public spaces. Create Irvington Avenue Corridor Working Group (IAWG) to enhance mobility and wayfinding. Foster mixed use infill development. Funding Needs Adding bike lanes and improving streetscape, pedestrian needs, and bus stops. Create Merchants Association and raise funds to improve façade. Design and construct pocket park at end of Hillcrest Road. Implementation Conduct bike network study and create Merchant Association and Complete Streets Plan. Change zoning to accommodate Maplewood Corners.

38 Route 37 Economic Corridor Vision Plan Improve the Station s Place The Station and Beyond Key Concepts Leverage assets to enhance economic development and identify uses. Explore municipal partnerships and encourage to treat corridor in regional context. Partnership Opportunities Establish EDC, target workforce with satellite campus locations and business incubator site, expand lifelong learning programs, and promote housing redevelopment Implementation General corridor land use programming and policies and economic development strategies. Housing, transportation and mobility, education and workforce development. CIBA/BASF site.

39 Enhanced Access to Stations Enhanced Access Pedestrians and Cyclists Bicycle and pedestrian access: A study-based program that identifies the walk/bike shed around stations and creates pathways to facilitate access. Promoting non-motorized access speaks directly to a new generation of environmentally conscious customers who, while still reliant on public transportation, want to reduce their carbon footprint. Irvington Madison Red Bank Summit Rutherford Woodbridge

40 Bicycle and Pedestrian Access Enhanced Access Pedestrians and Cyclists

41 Aberdeen-Matawan Station Enhanced Access Pedestrians and Cyclists Concept to connect existing trails to station, expanding access and supporting area development plans

42 Hudson-Bergen Light Rail Access Enhanced Access Pedestrians and Cyclists This bike is part of Hoboken s bike share program. Working with local governing entities is essential to expanding access and adding more opportunities for transit connections.

43 Parameters for Station Platform Planning Raritan Valley Line Enhanced Access NJ TRANSIT is assessing targeted investments, based on key criteria such as ridership, connectivity, and physical infrastructure, in the context of the overall network.

44 Announcing The Station Presence Announce the Station Presence Wayfinding and Signage Wayfinding and Signage: These programs do more than simply direct users to a station, they also announce the station s presence in the community. They make it as much of a destination as the library, Town Hall, or any other municipal asset. Complimented by mapping programs, these signs and emblems can serve to welcome brand the station, as well. This creates an sense of orientation for station customers, as they are familiar with the station s look.

45 Published Maps & Directories Announce the Station Presence Wayfinding and Signage The GIS, Signage & Transit Arts Department produces, updates and installs over 30 published maps and directories including the Rail System Map, Light Rail System Maps, Local Station Area Maps You are Here, and Station Directories for select stations and hubs. Published maps are located a various terminals and stations throughout the NJ TRANSIT s system in both print and digitally through

46 NJ s Transit Villages : NJDOT & NJ TRANSIT Connect the Station Outreach and Engagement Effort created in 1999 by NJDOT and NJ TRANSIT State agencies partner to recognize Transit Oriented Development in designated communities Municipality seeks voluntary designation as a New Jersey Transit Village; not a requirement 33 NJ communities designated, to date Designation criteria include local government adoption of transit oriented development by Master Plan (vision document), AND Zoning Code and/or Redevelopment Plan, plus creation and implementation of TOD-friendly, sustainable design guidelines. Critical to success: transparent public collaboration in the community if the residents, property and business owners do not support the designation, it doesn t work! Benefits: NJDOT annual Transit Village grant funds (competitive) plus other state agency support for TOD

47 Non-Traditional Partnerships Connect the Station Outreach and Engagement The successful implementation of the collaborative Together North Jersey strategic plan requires partnerships, engaging key players at federal, state and county levels, working with non-profits so municipalities can avail themselves of non-traditional program and funding opportunities and constantly engaging residents and business owners so actions evolve to support positive change in the station place!

48 Together North Jersey Collaborations Connect the Station Outreach and Engagement Perth Amboy Bay City Transit District Strategy Morristown Parklets City of Passaic East Side Redevelopment Strategy Paterson Northside Community Action Plan

49 Together North Jersey Collaborations Connect the Station Outreach and Engagement Route 202: Connecting Communities Urban Essex Smart Growth Coalition Monmouth County Connecting Community Corridors Monmouth County Connecting Community Corridors

50 Focus Groups Connect the Station Outreach and Engagement

51 Long Slip Track and Platforms Major Facility Improvements Focus and Development The Long Slip Rail Enhancement project at Hoboken terminal will repurpose a 2000-foot, obsolete canal by filling it in and building passenger rail tracks and platforms on the reclaimed land. This location will be well above the existing flood plain and be able to maintain passenger rail operations longer before, during and after a sever weather or surge event. This location will be ADA-compliant and reachable by a walking and bike path that connects it to a nearby residential development. Hoboken Terminal itself also went through a re-visioning exercise when we engaged NJIT Engineering students. NJ TRANSIT staff are continuing to work on concepts for a vastly improved Hoboken Terminal, addressing connectivity, resiliency and convenience.

52 Long Slip Fill and Rail Enhancement Major Facility Improvements Focus and Development

53 NJIT Hoboken Re-visioning Major Facility Improvements Focus and Development In 2016 NJ TRANSIT challenged NJIT Graduate Engineering students to consider opportunities to update accessibility, usage and presence at Hoboken Terminal. This new vison of a terminal for the next century included new retail and commercial space, walkways and bicycle paths to better connect the station to the Community. This new generation of engineers and planners were returning the place and purpose to the Terminal and once again, making it a destination in the Community instead of just a point of arrival or departure.

54 NJIT Hoboken Re-visioning Major Facility Improvements Focus and Development

55 Newark Penn Station Major Facility Improvements Focus and Development Plans are being developed to improve Newark Penn Station for pedestrians, including adjusting or relocating congested waiting rooms, mitigating congestion and convergence points at tops of stairs, and creating a new connection from the North to Main Concourse.

56 Penn Station New York Major Facility Improvements Focus and Development Plans are also being developed to improve Penn Station New York including connecting train functions directly with retail, relocating Amtrak s primary operations to redevelop current passenger departure facilities, and constructing an expanded Central Concourse to serve NJ TRANSIT customers.

57 Through improving the station s place in the communities, enhancing the accessibility of the stations, announcing the stations presence, and connecting the stations, with a focus on major transit hubs, NJ TRANSIT is continually working to improve system connectivity and customer experience.