Modernizing Transit Station Staffing Approaches

Most transit stations today are staffed through a continuance of pre-modern technology practices. For example, a significant number of station agents are based in enclosed booths. This staffing practice proves costly and should be updated. Technology innovation can help; it has been introduced to station management through fare payment, customer information, security, and customer service. Additionally, transit systems must focus on placing the customer first to retain customers, attract new ones, and increase ridership. Transit customer demands have evolved. Public transit systems must deliver a comprehensive customer experience. Today’s customers require transit stations to be clean, well lit, safe, and secure, and they want quick, clear, and concise passenger information. Many transit agencies are providing just that and are establishing programs to enhance the transit journey. Transitioning station staff [station managers, roving personnel (e.g., ambassadors), and other related customer-facing staff] into other roles is essential to meeting customer needs. The objective of this research is to produce guidance that will help agencies evaluate urban and regional passenger rail station staffing approaches and explore innovative alternatives to improve the customer experience.


  • English


  • Status: Proposed
  • Funding: $250000
  • Contract Numbers:

    Project F-31

  • Sponsor Organizations:

    Transit Cooperative Research Program

    Transportation Research Board
    500 Fifth Street, NW
    Washington, DC    20001

    Federal Transit Administration

    1200 New Jersey Avenue, SE
    Washington, DC  United States  20590
  • Project Managers:

    Garcia-Colberg, Mariela

  • Start Date: 20241120
  • Expected Completion Date: 0
  • Actual Completion Date: 0

Subject/Index Terms

Filing Info

  • Accession Number: 01866943
  • Record Type: Research project
  • Source Agency: Transportation Research Board
  • Contract Numbers: Project F-31
  • Files: TRB, RIP
  • Created Date: Dec 13 2022 9:17AM