Quality of Commute Program

In September 2014, the Port Authority Board of Commissioners approved a $90 million Quality of Commute program to improve on-time performance, upgrade the customer experience and enhance the condition of the terminal.

The priority capital projects fit into two categories:

  • Improving On-time Performance
  • Customer Service and Building Improvements

The status of Quality of Commute improvement efforts, as of December 2017, is as follows:

Improving On-time Performance

Operational Enhancements to Improve Reliability

Actions taken:

  • Implemented operational changes to improve “just-in-time” delivery of buses to their departure gates (3Q 2014)
  • Established afternoon/evening rush hour bus operations management team (1Q 2015)
  • Installed cameras to expedite 4th floor pull-through escalator restarts (2Q 2015)
  • Implemented bus gate reassignments to improve bus operation efficiency (3Q 2015)
  • Constructed by-pass lane at Terminal ramps to smooth traffic flow and increase reliability (4Q 2015)
  • Implemented operational changes to prioritize P.M. peak eastbound bus movement through the Lincoln Tunnel (1Q 2016)
  • Implemented P.M. peak Gate Sharing pilot program to ensure productivity of gates for peak commuting hours (3Q 2016)
  • Constructed an emergency bus staging area and improved bus merge in the Lincoln Tunnel Exclusive Bus Lane [XBL] (4Q 2016)
  • Completed construction of two bus parking and staging lots with occupancy by bus carriers (1Q 2017)
  • Completed XBL signal upgrades (3Q 2017)

Next steps:

  • Complete a bus tracking system (2Q 2018)
  • Install travel time VMS on outbound ramp to improve P.M. bus movements (3Q 2018)
  • Install over-height detection system at Lincoln Tunnel’s north tube (4Q 2018)

Customer Service and Building Improvements

Enhance Customer Communication

Actions taken:

  • Hosted quarterly Commuter Chats with customer surveys (ongoing since 3Q 2014)
  • Improved quality of e-Alerts and public address messages (ongoing since 1Q 2015)*
  • Improved cellular strength in the south wing main concourse (1Q 2015)
  • Enhanced customer information kiosks (2Q 2015)
  • Improved cellular signal strength throughout the terminal (2Q 2016)
  • Provided Wi-Fi on main and second floors of the terminal (3Q 2016)
  • Provided Wi-Fi throughout the terminal (3Q 2017)

Next steps:

  • Launch a Bus Terminal customer service mobile app (1Q 2018)
  • Replace visual paging and master clock system throughout the terminal (4Q 2018)

Building and Building System Improvements

Actions taken:

  • Enhanced cleaning routines (ongoing since 3Q 2014)
  • Installed fans in all pull-through platforms (3Q 2014)
  • Installed supplementary A/C units in all 3rd floor pull-through platforms (2Q 2015)
  • Completed priority leak repairs – Phase I (2Q 2015)
  • Renovated 2nd floor restrooms (2Q 2015)
  • Renovated south wing lower level restrooms (3Q 2015)
  • Renovated south wing 4th floor 9th Avenue restrooms (4Q 2015)
  • Renovated north wing 3rd floor restrooms (1Q 2016)
  • Installed supplementary A/C units in all 4th floor pull-through platforms (1Q 2016)
  • Renovated south wing main floor ticket plaza restrooms (2Q 2016)
  • Completed priority leak repairs - Phase II (2Q 2016)
  • Renovated north wing lower level restrooms (3Q 2016)
  • Installed over 100 new wayfinding overhead, directory, and egress signs (4Q 2016)
  • Renovated south wing 4th floor 8th Avenue restrooms (4Q 2016)
  • Replaced north wing 8th Avenue entrance doors (3Q 2017)
  • Replaced north and south wing subway entrance doors (4Q 2017)
  • Completed south wing 8th Avenue main level ceiling and lighting improvements (4Q 2017)
  • Relocated south wing 8th Avenue main level Newsstand from central corridor to a storefront location (4Q 2017)

Next steps:

  • Complete south wing lower level ceiling and lighting improvements (1Q 2018)
  • Complete priority leak repairs – Phase III (3Q 2018)
  • Create elevator access from south wing 8th Avenue subway level to main, 2nd, 4th and all parking levels (3Q 2018)
  • Replace south wing 8th Avenue entrance doors (4Q 2018)
  • Rehabilitate south wing 3rd and 4th level unloading escalators (4Q 2018)
  • Restore two south wing lower level bus gates (4Q 2018)
  • Improve vertical circulation from south wing subway level to the lower and main levels (4Q 2018)


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