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Mixed Signals (2000)

To assess the MTA’s overall provision of customer information in today’s climate of burgeoning ridership, the PCAC undertook a study of the communications departments at each agency. In particular, comprehensive information was gathered on MTA agency telephone and correspondence units and on the provision of information over the Internet via the MTA website. For purposes of comparison, supplementary information was also collected from other transit providers including New Jersey Transit and London Transport.