Hello, and happy holidays. A time for giving, reflection, and brushing up on those communications skills for conversations with Uncle Frank and Grandma Louise. Here at the MTA, we had our own communications challenge back on that momentous April day the L Project started: bring together all of the real-time happenings around the system so hundreds of MTA staffers across dozens of teams and locations could keep all of you moving and safe. The answer turned out to be a Slack channel: #canarsiecoordinator. Get the behind the scenes scoop on how it saved the day, and continues to be the backbone of our operations.
And happy holidays if you're celebrating. Your next weekly newsletter will be in 2020—see you then, and have a festive weekend.
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What day one of the L Project looked like on #canarsiecoordinator. Today, we have 422 employees using the Slack channel to make sure you have the most accurate information and seamless L train operation possible (and lots more using it for other projects, too).
Photo: MTA NYCT Strategy & Customer Experience.
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How Slack keeps the L Project on track
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If you read any of the news stories leading up to the start of the L Project, you probably noticed one common question: "There are so many moving parts; how can the MTA actually make this complicated operation work?"
As you L train experts know, we did make it work, and have continued to do so for 240 days (not that we're counting). But beyond the meticulous train scheduling and work train testing and employee customer service sessions, there's one thing we did that we haven't told you about yet: how in the world did we share information across the hundreds of employees involved so they could take action on it—and in real-time?
To get the unfiltered version of how everything went down, we called up John Hoban, Platform Controller Line Superintendent, and Tom Calandrella, General Superintendent for Capital Projects.
L Project Weekly: We have a complicated system with complicated things happening all the time. Why was the L Project any different?
Tom Calandrella: For me in the Rail Control Center (RCC), I've never seen a train operation that has to be so precise to work. I'm talking about the way the L is running on one track. One small error would cause massive ripple effects, and ripples turn into waves. We ran a bunch of scenarios to prepare for it. It was tough. Our staff would have to know those things in real-time, and have enough information so they could make real-time decisions too.
LPW: I've seen people using those rugged phones or click-to-talk devices for these kinds of in-the-field situations. Did we consider that?
John Hoban: Yes. In fact, that was the first option that was discussed. Our field staff including my team had used them in the past, so it made sense. The plan was to call into the RCC to report something from the field. Then, the RCC would translate all of that into actionable information, and post on Slack as a record. It would also be how the communications folks who manage our Twitter support account to get and share updates.
LPW: So we were already using Slack?
TC: Our communications teams have been using Slack for a few years now. This is how we give customers the most relevant and timely information possible. We also use it for things like major events, for example, snow storms. We have a model we call the "incident command center," and we create channels for each incident or event on Slack. It brings everyone from all departments to the proverbial table instantly.
LPW: So mobile phones and Slack. But of course, we know things are different once you get into the real-life scenario. So what happened that first weekend?
TC: We had our process down, but by the time the end of the Saturday shift rolled around, we had converted most people to just using Slack. Less than 48 hours. Talk about rapid user adoption!
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LPW: Wow. What do you think changed people's minds, and that fast?
JH: There was a very brief incident at one point where we lost power in the tunnel. The RCC had to tell us what was going on for a change, because they're the ones that can see where the trains are. Everyone wanted to be in the know so they could tell the customers standing next to them. A one-to-one phone can't do that.
TC: I think it came down to human nature. We all were proud of the work we were doing, and we wanted to share that with each other. People didn't want to miss out. Stations staff were posting photos of signs that needed to be fixed and marketing was instantly jumping on it. Fare machines were reported as down and someone from our Automated Fare Control team took action. And of course, we couldn't have figured out the Great Countdown Clock Saga* without the field reporting and photos from our staff.
LPW: Anything happen as a result of Slack that you didn't expect?
TC: The channel became a way for the very large and diverse MTA team to root each other on. We have 422 people on it. People who have never met could put faces to names. There were posts sharing tips on things that worked, and responses like "You're the best!" and the flexing muscle emoji. I honestly think it fundamentally shifted the culture of Transit in such a positive way. It broke down every silo.
JH: Even Andy [Byford] was on it, posting his own operational reports and cheering the team on. Always helps when it's a whole team effort, top to bottom.
LPW: Sounds like a real case study in good communications and teamwork! What's next for Slack?
TC: My personal favorite is the #getitfixed channel. The channel topic says it best: "we’re all working together to keep our system in tip-top shape. so: see something dirty, broken, crowded, or missing (signage, platform taping)? let us know and we’ll try to find the person who can fix it!" From countdown clocks to vomit, which happens more than you'd probably think, we have eyes and ears out in the field, reporting things back to the RCC, who then hunt down the right person to handle it.
JH: Yeah, the L Project has become a real model for how we communicate across teams, and Slack was a part of it. Now we're all using it across a variety of situations.
LPW: Thanks, team! Sounds like we made good strides while making good memories.
*If you're not familiar, many things went right about that first weekend of the L Project, but the countdown clocks were not one of them. We even created a separate Slack channel to triage and eventually solve the conundrum.
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Don't forget: Regular L service during the holidays
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In case you missed it last week, here's what you can expect around the holidays with the regular L service:
L train
- Christmas: From 5 a.m. on Christmas Eve to 10 p.m. on December 26, there will be normal L service. On Christmas Day, L trains will run a normal Sunday schedule.
- New Year's: From 5 a.m. on New Year's Eve to 10 p.m. on January 2, there will be normal L service. On New Year's Day, L trains will run a normal Sunday schedule.
M train
- On the actual holidays (Christmas Day, New Year's Day), the M will run its normal route, from Metropolitan Av to Delancey-Essex Sts (instead of extending up to 96 St-2 Av).
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We raced the L train and M14 SBS. Here’s what happened.
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 What comes every 3-5 minutes during busy times on nights and weekends, is moving 30-40% faster than before, and gets you all the way across 14th St in Manhattan?
Well, as you know, it can't be the L train. It must be the M14 SBS with DOT's Truck & Transit Priority!
That's right, if you haven't heard, the M14 SBS is moving faster than ever, making it a great alternative to the L train, for those of you who are using the L to travel just in Manhattan.
And we know lots of you are. We do checks every now and then on how crowded the trains and platforms are. Lately, we've noticed an uptick in folks getting on the L in Manhattan...and off in Manhattan. This is causing customers at Union Square and 3 Av Stations to miss the Brooklyn-bound train.
But even if you're not in the holiday giving spirit, you should take the bus for selfish reasons. We ran the numbers and here’s what happened (based on L train and M14 SBS information at 10 p.m. going between 1 Av and 8 Av on an average weeknight):
Average frequency:
M14 SBS: Every 4 minutes
L train: Every 20 minutes
Average runtime:
M14 SBS: 11 minutes
L train: 12 minutes (remember we have to hold the trains at Union Square as we head into that single-track zone!)
Bus wins! You want to be associated with winners, right? Then take the bus, please.
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Glamour shot of the week: Track work is 75% done
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We're already more than 75% done with track work in the second tube. This includes replacing all of the track ties (the silver things in the photo are the new ones), tie blocks and rails.
Photo: Trent Reeves / MTA Capital Construction / December 7, 2019
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Construction look-ahead: Week of 12/21/2019
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We're making quick progress on the structural FRP panels, and the track work as mentioned above. Here's our to-do list this week:
- Continue installing the structural FRP panels near the pump room
- Continue installing wire for transponders, and remove and replace the old transponders
- Install conduit and wire at the new substation at Avenue B
- Install new fire alarm cable at Bedford Av Station mezzanine, Driggs Ave side
- Continue installing conduit and wire at the circuit breaker house
- Put in new tunnel lighting fixtures and brackets
- Install fiber distribution panel and console cabinet at the N 7th fan plant
- Install riser boxes and wire by the Avenue D fan plant
- Put in new fire alarm devices and wire at the Bedford Av platform
- Replace plates and tiles, remove and install new contact rail accessories, install new contact rail and weld rail in two areas
- Install more of the new support brackets and discharge piping from Bedford Av Station to the pump room
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