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 was last updated in December 2024. Learn about what’s new:

Summary of 2024 Service Delivery Policy updates (PDF, 369 KB)
Presentation about 2024 Service Delivery Policy updates (PDF, 2.96 MB)

View the latest Service Delivery Policy

About the Service Delivery Policy

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.

How We Monitor Performance

Each fall, the MBTA publishes an annual service report evaluating performance under the Service Delivery Policy standards for the previous year. The report covers each transit mode and distinct time period (such as time of day, or weekday versus weekend), and includes equity checks to identify whether service performance differed for low-income riders and/or riders of color.

Read the annual service reports below

We also maintain performance dashboards to track a variety of metrics, including some of the standards established in the Service Delivery Policy. As of 2025, the Service Reliability dashboard includes information on excess trip time, which is a new measure of subway reliability adopted in the 2024 iteration of the Service Delivery Policy.

The raw data used for our performance metrics is available on the MBTA Open Data Portal.

The Office of Performance Management and Innovation (OPMI) Data Blog also discusses MBTA performance metrics, calculations, and interpretation of results.

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.

Download subway diversion service standards