In September 2017, Interact started working with the Metropolitan Transportation Authority (MTA) in New York to support their service transformation programme. 

Working in partnership with MTA has been an incredible journey. Our NY-based researchers have spent time scoping for the project, including spending time underground with customer service representatives across the NYC network. We have an established delivery team who have received both Interact training re-freshers and MTA specific briefings and rehearsals.

The NYC Interact team are now running a two-day programme for Platform Controllers and Wayfinders. Amounting to 912 participant days of training.

Transforming from an operational industry to a service-based industry is no mean-feat. We were lucky enough to grab the attention of The New York Times who came to observe our two-programme. 

Read about their experience here!