NJ Transit launches rapid action plan to improve rider experience

New Jersey Transit has launched a rapid action plan to improve rider experience based on customer feedback and community input.

NJ Transit developed the plan under the direction of New Jersey Gov. Mikie Sherrill's March 24 executive order to strengthen the reliability and overall travel experience, NJ Transit officials said in a press release.

The plan focuses on four areas of improvement: the digital experience, cleanliness, accessibility and public safety.

Under the digital experience category, NJ transit will accelerate a mobile app redesign, the development of a new customer service information system, investments in real-time visibility technology and upgrades to digital displays and the agency's website, said NJ Transit officials.

Under public safety, NJ Transit aims to establish a Real Time Crime Center, expand and upgrade its camera systems across stations and facilities, and increase lighting. Accessibility initiatives include enhancing reliability of elevators and escalators, signage and wayfinding, and navigation for the visually impaired. NJ Transit will plans to tackle the cleanliness of its facilities and vehicles by implementing a station care team model and a station condition and improvement plan.

"The Rapid Action Plan establishes a clear, actionable roadmap to improve customer experience across [our] network," said agency officials. "NJ Transit has begun implementation of the initiatives outlined in the plan, prioritizing actions that can quickly improve the day-to-day travel experience for customers."

No additional funding will go toward the plan; the improvement projects will be covered under the agency's existing budget.