Consolidation to Save MTA $10 Million

96th St Station

The MTA will consolidate a number of redundant communications-related functions, saving the agency more than $10 million annually. The consolidation will address longstanding inefficiencies that exist because the formerly independent operations that comprise the MTA were never truly integrated into a single company.

"By operating the MTA as one company – instead of a loose collection of agencies – we can provide the most efficient and effective service to the 8.5 million New Yorkers who rely on our transportation system every day," said MTA Chairman and CEO Jay H. Walder. "Consolidating these functions is a part of our effort to overhaul how the MTA does business to make sure that we are using every dollar as wisely as possible. These actions will pool resources, streamline operations and create savings."

This consolidation will focus on three areas: call centers, media relations and production of communications materials.

Call Centers

The MTA has more than 100 phone numbers that the public can call for information, and five separate call centers. This setup is enormously confusing for customers and an inefficient use of resources. A "virtual consolidation" will create an integrated voice recognition system, will greatly reduce the number of phone numbers for travel information and customer service, and save the MTA millions of dollars each year.

Media Relations

Each MTA operating agency currently maintains a separate press office. These offices will be consolidated into a single, centralized press office. The result will be a leaner operation that will provide consistent information to the press and allow the MTA to reduce its number of press officers.

Communications Production

Much like Media Relations, each agency is responsible for producing its own materials for communicating with employees and customers, including design and printing. By consolidating these production functions the MTA will achieve economies of scale and generate significant annual savings while providing consistent quality.