The Metropolitan Transportation Authority (MTA) has introduced a new pilot program that provides deaf and hard-of-hearing passengers with instant access to American Sign Language (ASL) interpreters through the Convo Access mobile application. The initiative marks a significant step in making New York City’s transit system more accessible, building upon the MTA’s broader efforts to enhance accessibility through digital solutions.
The Convo Access app enables users to scan QR codes at transit locations to connect with live interpreters who can facilitate communication between passengers and MTA employees regarding service changes, payments, and other transit-related inquiries. The implementation follows the MTA’s previous digital initiatives, including their push for improved mobile authentication systems to enhance transit safety and accessibility.
Initial deployment at three major transit hubs – Penn Station, Times Square, and Port Authority of New York and New Jersey – has demonstrated a 94 percent activation rate, with users reporting enhanced personal connections and more natural interactions with transit staff. The program emerged from a successful proof of concept developed through the Transit Tech Lab, a public-private partnership between the MTA and the Partnership Fund for New York City that has been instrumental in bringing innovative technology solutions to New York’s transit system.
“Delivering a solution for customers who are Deaf or hard of hearing to have direct communications with MTA employees is a great enhancement to the customer experience,” said MTA Chief Accessibility Officer Quemuel Arroyo. “This pilot is going to redefine how we engage with our customers and allow us to explore new best practices ensuring equal access for all our customers throughout the MTA.”
“Convo Access is more than a tool – employees and riders will be able to greet each other and have conversations beyond directions and train times,” said Convo CEO Jarrod Musano. “Together with our partners at MTA, we’re creating a transit system where everyone feels empowered and welcomed.”
The pilot program, which incorporates secure QR code authentication similar to systems being adopted in other transit and access management applications worldwide, is scheduled to run through November 2025. The MTA is exploring potential expansion of the service across the region in collaboration with other transit agencies, including New Jersey Transit. Users can provide feedback through a dedicated customer feedback form to help shape the program’s development and future implementations.
Sources: 6sqft, Mass Transit Magazine, Railway Age
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