The Client Profile
New York City Transit (NYCT) is the largest agency in the Metropolitan Transportation Authority and operates 24-hour-a-day bus and subway service throughout the city's five boroughs. NYCT boasts more buses than any other public agency in North America and has the largest subway car fleet in the world.

The Business Problem
NYCT has approximately 660 mechanics and electricians assigned to infrastructure maintenance; 250 members of this team focus on elevator and escalator repair, with approximately 15 new hires a year.

While all technicians start with the skills basic to their craft, very few have hands-on experience with elevators or escalators. Vendors rarely provide comprehensive "how-to" information for their equipment, and there are no general repair and maintenance texts available.

These issues contributed to a lack of consistency in the way mechanics repaired equipment. Elevators and escalators fell out of service more often, and NYCT noted a drop in their in-service performance record. In addition, many senior personnel are slated for retirement over the next few years.

NYCT needed to provide mechanics with consolidated and consistent procedures for repairing equipment. The challenge was how to capture senior technicians' knowledge and experience and transfer it to new hires.

The TechProse Solution
TechProse and NYCT piloted a blended learning program consisting of interactive video e-learning and mobile learning. TechProse filmed experienced technicians performing critical tasks and built the e-learning framework to be scalable for additional procedures.

Frequent exercises, audio narration, and video demonstrations were included in each module for maximum interaction. Technicians reported that the information was presented in a method where it could be easily retained.

For mobile learning solutions, TechProse is currenlty working with NYCT to provide technicians with access to the video demonstrations via hand-held mobile devices while out in the field, ensuring new technicians will always have the information they need, when they need it.