Innovation

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Innovation Project: Help Point Communication System

Also known as: Help Point

What it is: The Help Point Communication System is a new technology pilot program that puts subway customers in touch with Transit personnel via an interactive communications device. Each Help Point device has two buttons, a green INFORMATION button to ask for travel information and a red EMERGENCY button to be used only in an urgent situation.

Goal: Test an innovative communications device, refine it, and install it in subway stations throughout the city.

Status: Help Point devices are currently being tested in two subway stations on the Lexington Avenue line. If successful, we plan to install Help Point devices in more stations in the future.

Where devices are installed: Currently, Help Point devices are in subway mezzanines and on platforms at the following stations: Brooklyn Bridge and 23 Street stations, both on the Lexington Avenue line in Manhattan. These stations are among the busiest in the system, making them ideal locations to offer Help Point to large numbers of customers.

Benefits: Help Point devices:

• Have an instantly identifiable design
• Are clearly labeled and easy to use
• Offer two types of assistance at one location
• Allow customers to speak with a Transit representative about subway service by pressing the green INFORMATION call button
• Allow customers to contact a Transit representative in the event of an emergency by pressing the red EMERGENCY call button

Whom customers speak with: NYC Transit Station Agents answer subway service inquiries; personnel from NYC Transit's Rail Control Center (RCC) respond to emergency calls.

History: Help Point, which began testing in 2011, is a more sophisticated version of the Customer Assistance Intercoms ('call boxes'), currently in many subway stations.

You may also be interested to know: A Help Point is on exhibit at the Museum of Modern Art (MoMA).