I got a chance to check out one of these new machines, and must admit they are quite cool. Slim and light compared to the previous TIMs, these new machines are essentially tricked-out iPhones running special software. Wrapped in a blue Metro-North case, the TIM contains an LED barcode scanner (used for scanning the barcode on IDs of delinquents that have neither tickets nor money) and a swipe for credit cards. The special software installed on the phone not only allows conductors to sell tickets, but it also “locks down” the iPhone, preventing it from downloading apps, reading email, and all the other things you wouldn’t want a conductor to do while on duty.
Similar to the previous TIM, the new TIM connects wirelessly to a printer that can be hung from the belt. This printer provides the customer with a receipt for the ticket they bought. It also provides the conductor at the end of the day a receipt that lists how much they’ve sold, and further breaks that down into cash tickets sold (which needs to be turned in to Metro-North), and how much was sold by credit.
While the majority of Metro-North riders are conditioned to purchase their tickets before boarding, there remains several stations on the Danbury and Waterbury Branches that do not have platform ticket vending machines or ticket sellers. It is there that the new TIM will likely be most welcome. But for those people that race to catch a train and aren’t able to purchase a ticket before boarding, being able to use a credit card is a great convenience.
Though much of the fanfare regarding the new TIM focuses on the ability to accept credit cards, it is worth mentioning that the new technology can help out quite a bit when it comes to customer service. One of the main complaints I hear are that customers on trains stuck in delays are not provided with enough information as to what is going on. What most don’t realize, however, is that conductors are often not given information about what is happening. In fact, Metro-North’s text alert system often provides customers with information that crews don’t even know. Because the new TIM is essentially a cell phone, the potential is there to use it to notify conductors about issues – information that can then be relayed to the customers over the train’s PA. Whether the technology will be used in this fashion remains to be seen, but it is certainly a step in the right direction.
Of course, one must remember that this is only a pilot program. However, I imagine that once the system’s inevitable bugs are worked out, credit card enabled TIMs will soon be popping up on more lines and trains.
Three screens of the new TIM – A message sent to the conductor, the screen selling tickets, and a screen showing the phone’s “lockdown” – preventing the iPhone from doing the things most people do with iPhones