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Many Faces One Mission 2014 NJ TRANSIT ANNUAL REPORT MANY ONE FACES MISSION 2014 NJ TRANSIT ANNUAL REPORT TABLE OF CONTENTS facebook.com/NJTRANSIT twitter.com/NJ_TRANSIT youtube.com/user/TheNewJerseyTransit Messages 04 Chairman’s Message 05 Executive Director’s Message FY2014 Highlights 06 Scorecard 08 Improving the Customer Experience 08 Service Swee Ang 09 Equipment Access Link System Analyst 10 Facilities 13 Infrastructure 14 Studies 15 Technology 16 Safety & Security 18 Financial Performance 18 Corporate Accountability 21 Superstorm Sandy Recovery and Resiliency On-Time Performance 22 On-time Performance by Mode William Crawford 23 Rail Methodology Rail Machinist 24 Light Rail Methodology 25 Bus Methodology Board, Committees and Management Team 26 Board of Directors 30 Advisory Committees 31 Executive Management Team 33 FY2014 Financial Report Michele Turel Police Detective 2 MANY ONE 2014 NJ TRANSIT ANNUAL REPORT TABLE OF CONTENTS FACES MISSION NJTransit.com Addie Solomon Laurie DiMenno NLR Mechanical Technician Access Link Sr. Financial Support Analyst William Crawford Aaron Jordan Rail Machinist Bus Starter Rocio Munoz Michele Turel Jonathan Bak OPRA Specialist Police Detective Customer Service Rep 3 2014 NJ TRANSIT ANNUAL REPORT CHAIRMAN’S MESSAGE EXECUTIVE DIRECTOR’S MESSAGE It is an honor and privilege for me the former Curtiss-Wright plant in evening hours in FY2014 to to rejoin the NJ TRANSIT team Bergen County. generate more public participation after my last assignment here more (with more coming in FY2015). In another public-private than a decade ago as New Jersey The video for these meetings is partnership, we teamed up with Transportation Commissioner and available on njtransit.com, along Lt. Governor Kim Guadagno’s NJ TRANSIT Board Chairman. with a new Web Library that Business Action Center, Under the leadership of Governor provides the public with more Greater Mercer TMA and online Chris Christie, I’m eager to roll up access to NJ TRANSIT’s day-to- retailer Amazon.com to ensure my sleeves and get to work with day business. employees of a new Amazon the Governor, Executive Director distribution center can travel to With support from the federal Ronnie Hakim, my fellow board their new worksite in Robbinsville. government, NJ TRANSIT is members, our elected leaders, Meanwhile, two New Jersey focusing on many projects that the NJ TRANSIT team and a host communities — Summit and will address future ridership of others who are supporting growth and make our system our mission to link New Jersey more resilient during major residents with jobs, medical storms. We all hope we never centers, educational institutions, have to experience another storm entertainment destinations and as severe as Sandy, but we are other important destinations in the taking every precaution to be state and surrounding region. ready if needed. I want to thank There are a host of transportation Governor Christie and our New challenges before us, but we stand Jersey Congressional delegation ready to meet those challenges. for working tirelessly to secure Over the next year, my biggest the federal funding we need to priority is to secure bipartisan advance these critical projects. support for a plan that will In closing, I am confident that replenish the State Transportation NJ TRANSIT will continue to Trust Fund, enabling New Jersey serve the needs of its dedicated to advance critical transportation customers, stimulate economic projects that support mobility and development and revitalize New spark economic growth. Jersey’s communities. With Despite these challenges, we the continued support of our Plainfield — joined a growing made great strides in FY2014 to Governor, State Legislature, list of towns that have been meet the needs of our customers Congressional delegation and our designated Transit Villages, and the communities we serve. Board of Directors, we will get the giving them special incentives We opened the new Pennsauken job done. to advance transit-oriented Transit Center, expanding travel development and pedestrian- opportunities for South Jersey friendly projects around their residents who can now seamlessly respective train stations. transfer between rail, light rail and bus services at one convenient As part of Governor Christie’s location. We broke ground on commitment to transparency, we Jamie Fox the Wesmont Station project, a began recording our Board of Transportation Commissioner public-private partnership that will Directors meetings and hosted and NJ TRANSIT Board Chairman link the station with an adjacent one Board meeting and one residential/commercial project at committee meeting during the 4 MANY ONE 2014 NJ TRANSIT ANNUAL REPORT CHAIRMAN’S MESSAGE EXECUTIVE DIRECTOR’S MESSAGE FACES MISSION Let me begin by thanking Governor • Creating an Office of System moving forward with several Chris Christie for the tremendous Safety that reports directly programs in FY2015 that provide opportunity to serve as Executive to me, providing an agency- a firm foundation for our future, Director of NJ TRANSIT. Thanks to wide approach to safety for including succession planning, a the Governor’s leadership, and the customers and employees. formal mentorship program and a support of our Board Chairman and Corporate-wide Leadership Training I’ve also directed staff to address the rest of the Board of Directors, I Program that will help us train the performance issues at the Port hit the ground running (and riding) future leaders of NJ TRANSIT. Authority Bus Terminal (PABT). In in the spring of 2014, touring the partnership with the Port Authority Finally, NJ TRANSIT marked a new system and listening to customers of New York & New Jersey, we’ve chapter in its post-Sandy recovery and employees along the way. I’ve already made significant changes efforts in FY2014 — transitioning been impressed with the level of that are delivering immediate results from immediate repair needs to passion our customers have shared for PABT bus customers, and are a more comprehensive storm- about their commute, and equally hardening program that will make impressed by the level of passion our system more resilient in future NJ TRANSIT employees bring to storms. In fact, we recently learned their jobs each and every day. that NJ TRANSIT will receive $1.28 This year’s annual report theme billion from the Federal Transit — Many Faces, One Mission — Administration (FTA) to help represents the great diversity of fund five major storm-hardening our customers and employees. projects. I would like to thank That diversity generates excellent Governor Christie and our New customer and employee Jersey Congressional delegation engagement, bringing many for working so hard to obtain the viewpoints that are helping us make federal funding we need to support NJ TRANSIT stronger and better our post-Sandy efforts. than ever. In closing, in addition to the A key component of that Governor and our elected leaders, engagement is Scorecard. Thanks I would like to thank our Board of to frequent Scorecard customer Directors, our dedicated customers surveys and forums, combined with and the men and women of the use of Scorecard metrics, we NJ TRANSIT for their ongoing working on further investments that are making meaningful changes. In engagement and continued will bring long-term results. FY2014 alone, we implemented a support. We remain committed to number of improvements that are As I have quickly learned, managing our primary objective — improving making a difference, including: an agency this size is no small task. the quality of life for our customers We literally touch all 21 counties in and the taxpayers of New Jersey • Expanding MyTix mobile New Jersey with a rich mix of bus, by delivering safe, convenient ticketing to the entire rail, light rail and/or Access Link and reliable service, managing NJ TRANSIT rail system (and service. Thanks to our ongoing our resources effectively and coming to the bus system in equipment modernization program, supporting the regional economy, FY2015). more customers are riding on one trip at a time. • Expanding the availability of newer multilevel railcars, buses, and MyBus Now for NJ TRANSIT Access Link vehicles. Veronique “Ronnie” Hakim bus customers. • Offering Wi-Fi to customers at a Employee development is also growing number of rail stations, at the forefront of our efforts to with a pilot program for Wi-Fi maintain a strong and productive Executive Director on railcars planned in FY2015. workforce. As a result, we are 5 2014 NJ TRANSIT ANNUAL REPORT FY2014 HIGHLIGHTS Expanded Hudson-Bergen Light Rail test vehicle. Scorecard NJ TRANSIT customers continued to reap the benefits of the Corporation’s Scorecard initiative in FY2014 (July 1, 2013, to June 30, 2014). Scorecard utilizes customer feedback, operating data and business metrics to improve the customer experience, safety and security, financial performance, corporate accountability and employee excellence. The information is openly shared with the public on njtransit.com, providing transparency to customers and taxpayers. A primary driver is the quarterly online customer satisfaction survey, which solicits customer feedback in a variety of categories, including equipment and facility conditions, communications, scheduling, fares and more. The survey is available in both English and Spanish. Additionally, NJ TRANSIT senior management hosts Scorecard customer forums at major stations and terminals to speak directly with customers. The MyTix mobile app 6 MANY ONE FACES MISSION Among the significant Scorecard changes implemented in FY2014 to improve the customer experience: • Held fares stable for four consecutive years (and in a fifth year for FY2015). • Expanded the availability of Quiet Commute on the rail system. • Introduced and quickly expanded MyTix mobile ticketing to the entire rail system (rolling out to the bus system in FY2015). • Expanded the availability of DepartureVision and MyBus Now. • Launched and expanded Wi-Fi access in partnership with Cablevision at several NJ TRANSIT rail stations. • Deployed gate agents at Port Authority Bus Terminal (PABT), providing customers with up-to-date bus route, gate activity and boarding information.
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