May 21, 2019
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Metro-North Meets Milestones in Way Ahead Plan to Transform the RailroadMarks Key Accomplishments in Safety, Service, Infrastructure and Customer Communication
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MTA Metro-North Railroad President Catherine Rinaldi today announced a series of key accomplishments in implementing its Way Ahead plan, a roadmap that details actions to enhance safety, service, infrastructure, communications, and transform customers’ day-to-day commuting experience. Metro-North launched Way Ahead six months ago as a proactive response to growing ridership, changing demographics and the evolving needs of customers.
Coinciding with benchmarks met in its Way Ahead plan, Metro-North’s on-time performance numbers have been above goal. 2019’s on-time performance through April 30 has been 95.7%, 2.1 percentage points higher than last year. There’s a 74% reduction in cancelled and terminated trains, and a 50% reduction in trains delayed by more than 15 minutes.
The railroad’s vision through Way Ahead is to set the standard for safety, reliability and innovation in the delivery of excellent customer service. Metro-North has realized key aspects of its vision, and that means customers can expect safety upgrades, improved communications, reinvigorated stations, renewed infrastructure, which all translates to an overall more positive commuting experience.
Since Metro-North was formed in 1983, ridership has boomed from just over 41 million customers a year, primarily to and from “9-to-5” jobs in New York City, to an all-time high of 86.5 million customers in 2017. Way Ahead, a dynamic plan that responds to increased ridership and changes in how customers are using the railroad, sets the foundation for the continued growth and vitality of the railroad.
“The transformation of Metro-North Railroad is no longer a plan, it’s happening,” said Catherine Rinaldi, Metro-North President. “Operating from our core principles of safety, integrity and innovation, and all the while listening to commuters, we’re changing the railroad so that riding Metro-North is a more positive experience for our customers. We won’t rest on our laurels, and there’s still much work to be done, but we are all well on our way to developing an even stronger Metro-North for the future.”
Highlights of Way Ahead Accomplishments:
Safety
Customer Service
White Plains, Harlem-125th Street, Fordham, New Rochelle and Croton-Harmon.
Communications
Infrastructure
Focusing on the Future, What’s Next in the Way Ahead Plan:
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