By Philip Newman
“We plan to begin the distribution of our report cards to the bus system sometime in the spring,” said Transit Authority President Howard Roberts, who spoke at a City Council Transportation Committee hearing last Thursday. Which bus lines will be first to be surveyed and other details are still being worked out, Roberts said. Roberts said the Transit Authority had already used Rider Report Cards in checking express bus patrons and that data from that was under analysis and would soon be made public.As to the Rider Report Card project on subways, Roberts disclosed that after distributing 800,000 Report Cards, which surveyed all 22 subway lines, straphangers' top priorities were: 1. Reasonable waiting times for trains 2. Adequate room on board at rush hours. 3. Minimal delays on trips. 4. Clear announcements in stations and trains. 5. Clean trains and stations. Roberts said the Rider Report Card project cost around $360,000 and was well worth the price – he plans to do it annually in order to check the pulse, so to speak, of the riding public. “It has provided vital management information,” Roberts said. On the basis of the surveys, according to Roberts, the Transit Authority has already added more trains on the L and No. 7 lines. Responding to questions from Council members, Roberts said he borrowed the Rider Report Card idea from Citibank. The bank, in an effort to provide better customer service, issued opinion cards to customers. Roberts said Citibank rose from a D for service to a B, according to bank customers, in 20 years. “It appears to have been a good idea but we don't want to be like Citibank in that we have to wait 20 years to improve service,” said Councilman John Liu (D-Flushing). Roberts also disclosed that 86 subways stations have no way of making announcements, adding that he had requested more money for installing communication facilities in those stations. Councilman Oliver Koppell (D-Bronx) said the need was urgent for establishment of a way to talk to subway riders in stations, particularly in emergencies. “Surely for a few thousand dollars, the TA could, in the absence of communications facilities, temporarily rig up some loudspeakers and wiring in these stations,” Koppell said. Besides Liu, Councilman Joseph Addabbo Jr. (D-Howard Beach) attended the hearing.Reach reporter Philip Newman by e-mail at news@timesledger.com or by phone at 718-229-0300, Ext. 136.
