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.

Fall 2024 Proposed Update to the Service Delivery Policy

We have drafted an update to the Service Delivery Policy, expected to take effect in early 2025. Learn more about the proposed changes:

• Summary of proposed Service Delivery Policy updates (PDF, 369 KB)
• Updated Service Delivery Policy draft (PDF, 948 KB)

Share Your Feedback

We are seeking public comment about the proposed Service Delivery Policy update. Share your thoughts at a virtual public hearing on November 14.

Learn more about the virtual public hearing

Written comments will also be accepted through December 5, 2024. Email comments to publicengagement@mbta.com.

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.
• 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.

Download subway diversion service standards

Documents

• 2021 Service Delivery Policy (PDF, 1.7 MB)
• 2021 Annual Service Report (PDF, 3.8 MB)
• 2022 Annual Service Report (PDF, 4 MB)
• 2023 Annual Service Report (PDF, 1.3 MB)