Service Delivery Policy
The Service Delivery Policy sets how the MBTA evaluates service quality and allocates transit service to meet the needs of our riders and regional travel demand. This policy is intended to be updated regularly as service priorities change and the MBTA expands its ability to collect and analyze data, build out metrics, and define service parameters and targets.
The Service Delivery Policy:
- Defines each type of service provided by the MBTA and the time period of the service day.
- Establishes the aspects that define service availability and sets parameters for levels of provided service.
- Establishes objectives that define the key performance characteristics of quality transit services, such as service availability, accessibility, equity, and reliability.
- Identifies quantifiable standards that are used to measure whether the MBTA’s transit services achieve their objectives, within the context of federal, state, and local regulations.
- Outlines a service planning process that applies the service standards in an objective, uniform, and accountable manner.
- Sets the priorities for the service planning process by setting minimum levels and targets for the service standards.
- Involves the public in the service planning process in a consistent, fair, and thorough manner.
- Requires a vote by the MBTA Board of Directors for adoption.
As part of the Service Delivery Policy, the MBTA also publishes a summary report of mode and network performance according to the standards in the policy. These Annual Service Evaluations are provided below.
Subway Diversion Service Standards
When subway service is temporarily disrupted due to a planned diversion, we strive to meet our diversion service standards.
These standards are designed to:
- Provide transparency
- Set expectations during subway service disruptions
- Reduce additional travel time
- Help riders feel comfortable
- Guide MBTA departments responsible for planning substitute service
- Align with the MBTA’s service delivery policy objectives (including service availability, frequency, capacity, accessibility, and more)
During an emergency, the MBTA may not meet every subway diversion service standard.