A new year starts this month: my 3rd as Lackawanna Coalition chairperson, and NJ Transit Rail’s 41st. The Coalition has a new Web site, the forum is back in operation, and we are looking forward to being the advocate host of the Rail Users’ Network’s in-person conference in the spring. Our resolution supporting the expansion of weekend service on the Montclair-Boonton line caught the attention of Board Member James Adams, who asked Kevin Corbett to look into the possibilities and interest of local communities. We continue to look for more transparency from NJ Transit, something for which we have advocated for years, if not decades.
The lack of a so-called Customer Advocate has become almost absurd; every meeting, there are at least a few members of the public asking about it, yet no progress—possibly because they have written a job description impossible to fill. How about just expanding telephone support hours? 6 a.m. to midnight would be great; we’d settle for a 10 p.m. closing, instead of the current 5 p.m.—actually earlier, as I have had the switchboard shut off at 4:50 when I was holding. Wouldn’t you expect that operators would answer the questions of those on hold before leaving? We all like to leave our office on time, but providing the best customer service means giving just a little extra. However, that should only rarely be a consideration: one would expect that shift schedules would allow workers to answer all waiting calls and still clock out on time.