New York City’s mass transit system is one of the biggest, busiest, and best in the world. But it’s been stricken by years of accelerating outages, delays, and all-around customer service hell. The New Yorker profiles Andy Byford, the executive charged with turning all that around.
Highlighting decades of neglect and feckless oversight by state and city politicians, this piece reads like the setup for a classic D-school case study. If Byford pulls it off, it surely will be. (And for more about the track signal issues discussed in the article, check out this concise graphic explainer from the the New York Times. )