New Jersey Transit (NJT), at the direction of Gov. Mikie Sherrill, is developing a Rapid Action Plan, “detailing measures to improve specific aspects of the customer travel experience, including cleanliness, accessibility, safety, and the digital experience.” It will hold three virtual forums for the public to help inform the plan’s development.
The New Jersey Governor, on March 24, signed Executive Order No. 16 (download below), which requires the transit agency “to improve commuter experience.” NJT provides more than 925,000 weekday trips on 264 bus routes, three light rail lines, and 12 commuter rail lines, and through Access Link paratransit service. It is the third largest transit system in the country with 165 rail stations, 62 light rail stations, and more than 19,000 bus stops linking major points in New Jersey, New York and Philadelphia.
“Every New Jerseyan deserves a transit system that is safe, clean, accessible, and reliable,” Gov. Sherrill said. “This Executive Order is about delivering cleaner stations, clearer communication, and more dependable service across NJT. We are listening to riders, holding ourselves accountable, and making the improvements necessary to ensure that rail and bus transit work better for everyone who uses it.”
“The goals of the Executive Order and the focus on public engagement will help in moving our transportation system forward, and I look forward to working with NJT CEO and President Kris Kolluri in executing the Governor’s vision,” NJT Chair and Acting NJDOT Commissioner Priya Jain said.
The Executive Order has two parts:
- Within 45 days from signing, the Commissioner of Transportation, in her capacity as Chair of the NJT Board of Directors, will develop and send to the Governor “a comprehensive plan to improve riders’ experiences.” Gov. Sherrill is directing the Commissioner to focus the plan on the following priority areas: “Cleanliness of NJ Transit stations, stops, buses, and railcars; “[a]ccessibility of NJT-owned properties, including escalators and boarding areas”; “[p]ublic safety, including lighting, cameras, and law enforcement presence at stations and stops”; and “the digital experience for riders, with focus on the usability and reliability of real-time tracking features on the NJT website and mobile app.” To inform the development of this plan, NJT Customer Advocate Franck Beaumin will hold three public listening sessions (virtual forums) and develop a public survey, for those unable to attend. The survey is posted on njtransit.com/actionplan. Beaumin will report the survey results and feedback from the listening sessions—to be held March 31, April 2, and April 4—within 30 days.
- In the 45 days following the delivery of the plan, NJT “will fast-track implementation of the highest priority initiatives so that, by June 22, NJT riders begin to see immediate improvements toward a safer, cleaner, and more reliable ride.”
“Since stepping into this role [in 2024], my top priority has been listening to our customers and gathering their feedback to help deliver a better travel experience across NJT,” Franck Beaumin said. “I truly value the opportunity to engage directly with customers and hear their ideas on how we can make every trip more enjoyable. I look forward to developing a plan that improves the customer experience.”
Separately, in January, NJT launched a language survey to improve the customer experience.
Further Reading:
- For NJT, a Relatively Smooth Portal North Cutover Startup
- NJT: Renovated Vehicle Interiors, Special Anniversary Wrap for River LINE
- Kolluri Tapped to Lead NJT, NJTA
- NJ Transit Introduces New Patriotic Paint Scheme
- NTSB Determines Probable Cause for NJ Transit Collision
- NJT Launches Accessibility, Real Estate Initiatives
- NJT Accelerates Fare Modernization Program
- NJT Exercises MLIII, ALP45-DP Alstom Options
