Transit Projects

Service Delivery Policy

The MBTA Service Delivery Policy sets service availability, service quality, and service planning measures. The MBTA uses the policy to measure its performance and to conduct service planning. In order to better use new data sources and measure the experience of our passengers we are revising the policy.

Proposed measures

Service Availability measures: Coverage, Minimum Frequency, Minimum Span, ADA Accessibility
Service Quality measures: Reliable, Comfortable, Safety, Communication
Service Planning measures: Cost-Efficiency Index

Service planning can require tradeoffs between different measures. The policy sets which measures in the service planning process are prioritized.

More information on the draft Service Delivery Policy can be found here (Service Delivery Policy)
The 2010 version of the Service Delivery Policy can be found here (2010 Service Delivery Policy)

Invitation to Comment

You are invited to provide public comment on the proposed policy.

Joint Public Meetings on the MBTA Service Delivery Policy and Title VI Disparate Impact/Disproportionate Burden (DI/DB) Policy

November 15, 5 pm - 7 pm
Bolling Building, 2300 Washington St., Roxbury
November 16, 5 pm - 7 pm
Housing Authority, 10 Church St. Lynn
November 17, 5 pm - 7 pm
State Transportation Building, 10 Park Plaza, Boston
Go here for more information on the Disparate Impact/Disproportionate Burden (DI/DB) Policy.

You can also send comments to or mail comments to:

Office of Performance Management and Innovation
10 Park Plaza, Suite 6720
Boston, MA 02116

The public comment period closes December 2, 2016.