Small steps towards service

February 27, 2007

ACE celebrates as the MBTA takes an important and long overdue step on February 26 as it opens a new, centralized customer service center at 10 Park Plaza with 11 multi-lingual representatives. Transit justice involves members of all T rider communities, and should provide assistance to the full spectrum of Boston's diverse population.

At the same time, Bad Transit raises questions about the cost effectiveness of the measures and observes that much of the customer service currently done closely resembles a form letter autoreply that never goes anywhere.

There are still leaps and bounds that the T can take as far as serving its constituency equally, and as TRU organizer Rene Mardones points out, "Most customer service issues arise at the gates and in the stations. The need for multi-lingual abilities must be reflected in hiring practices throughout the system, especially in areas such as Maverick and Chelsea."