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New upgrades to enhance customer experience

May 6, 2013

NEWARK, NJ — As part of the agency’s ongoing efforts to improve the customer experience, NJ TRANSIT today announced that new technology upgrades have been implemented in the 7th Avenue Concourse at New York Penn Station, featuring an improved sound system, larger monitors and a multi-color destination display that will enable customers to see at a glance the next train destined for their particular station. 


“As the busiest rail station in our public transportation network, we understand the challenges that navigating New York Penn Station can present to our customers,” said NJ TRANSIT Executive Director James Weinstein.  “Led by our Scorecard initiative to enhance the overall customer experience, we are committed to making the necessary investments to modernize our customer communication systems and enable customers to more easily determine when and where their train is departing.”


To make it easier for customers to identify their train, the 7th Avenue Concourse ticketing area now features a new destination display—eight monitors installed side-by-side that show an alphabetical list of destinations by station, along with the departure time for the next train headed to that station, track number, rail line and transfer station, where required.


In addition to the new destination displays, NJ TRANSIT added two large customer information displays at the 31st Street entrance and the 32nd Street entrance to the ticketing area.


As part of this project, NJ TRANSIT also replaced all of the existing 40-inch monitors in the 7th Avenue Concourse with new 55-inch monitors to improve visibility for customers, showing color-coding by train line.  NJ TRANSIT relocated the monitors throughout the 7th Avenue Concourse to allow better flow of customer traffic during peak periods.


The project also included:

  • Improved adaptive audio system in the 7th Avenue Concourse that adjusts the volume level of announcements based on the ambient noise in the station.
  • Wireless microphones for Customer Service representatives to make announcements from the concourse floor when needed. 

Located in Midtown Manhattan, New York Penn Station is the largest-volume passenger terminal in the NJ TRANSIT rail system, serving more than 150,000 customer trips on a typical weekday.




NJ TRANSIT is the nation's largest statewide public transportation system providing more than 895,000 weekday trips on 261 bus routes, three light rail lines, 12 commuter rail lines and through Access Link paratransit service.  It is the third largest transit system in the country with 164 rail stations, 61 light rail stations and more than 19,000 bus stops linking major points in New Jersey, New York and Philadelphia.