MBTA Bids Farewell to 2024 and Welcomes the New Year with Momentum

Today, the MBTA reflected on enhancements made across the system - from service to safety to technology to policy and everywhere in between - during the 2024 calendar year to improve public transit service for the riding public. Under the leadership of the Healey-Driscoll Administration, Transportation Secretary and CEO Monica Tibbits-Nutt, and MBTA General Manager and CEO Phillip Eng, the MBTA made critical investments to upgrade aging infrastructure, improve and modernize service and the system, attract talent, and best support the communities the T serves.

"I'm proud of the work everyone at the MBTA continues to accomplish together across the Authority. The entire organization has met each challenge head-on with creative solutions and an openness to outside-the-box thinking - our successes as a team are a testament to the innovative ideas, problem-solving strategies, and new approaches being embraced here at the T as we exceed the expectations of the public we serve," said MBTA General Manager and CEO Phillip Eng. "Our successes are the result of collaborations across many departments and teams - from Operations to Safety to Technology to Accessibility to so many more - to deliver on our commitments and provide the riding public with meaningful results they can trust. I'm honored to work alongside the MBTA's dedicated workforce of over 7,500 employees as we continue this momentum into 2025 with a renewed sense of urgency in delivering the transit system the riding public can be proud of."

Infrastructure Upgrades and Accessibility Improvements

• Track Improvement Program: The MBTA concluded its historic Track Improvement Program in December, which was a major initiative that eliminated over 200 speed restrictions across the system and set the MBTA on a path to better maintain its track and infrastructure. The MBTA's subway system became completely free of all slow zones with plans in place to proactively maintain the T's track infrastructure going forward.
  
• Commuter Rail Station Openings and Accessibility Upgrades: South Attleboro reopened to Commuter Rail riders on May 20, the high-level, center-running, fully accessible platform at Worcester Union opened on July 1, and Winchester Center partially reopened as an accessible station on September 30. The MBTA also constructed new interim mini-high platforms at Beverly Depot to improve accessibility at the station.
  
• Green Line Accessibility Upgrades: Beaconsfield, Waban, Chestnut Hill, and Eliot stations on the Green line are now accessible with the D Branch the first fully accessible branch on the Green Line.
  
• Major Accessibility Work to Be Completed in 2025: The MBTA's System-wide Accessibility team has been advancing major designs for accessibility upgrades at over 30 additional stations this year, several of which will be complete in early 2025.
  
• Cabot Yard Improvements: Many upgrades took place this year behind the scenes at the Cabot Yard facility in preparation for the MBTA to continue to receive new Red Line cars, including the replacement of many complicated "turn out" sections of yard track.
  
• Red and Orange Line Signal Upgrades: Work took place this year to further the modernization of the MBTA's Red and Orange Line signal system, including a wealth of design, testing, and implementation. Modernization of the Red Line signal system is approximately 57% complete with the Orange Line signal system approximately 50% complete - additional work to upgrade the signal system will take place in 2025.
  
• Supplier Diversity: This fiscal year, the MBTA awarded $128.3 million (about 9%) to 186 certified diverse companies from an overall total of $1.4 billion in awards. The MBTA also paid $177.9 million (about 8%) to 273 certified diverse companies from an overall total of $2.1 billion in payments.
  
• Pawtucket Layover Facility Generators: This December, the MBTA's Capital Delivery team installed two standby generators serving the Commuter Rail Layover facility in Pawtucket to ensure smooth operations.
  
• Station, Stop, and Garage Enhancements: The Capital Delivery team completed roof replacements, stairway upgrades in a number of locations, the installation of a new communication room at Long Wharf, drainage enhancements, overall improvements at bus maintenance facilities, advanced modifications of the battery-electric bus facility in North Cambridge, accomplished accessibility upgrades at 75 bus stops, installed bike parking at 15 subway and Commuter Rail stops, and more.
  
• Bridge Improvements: This year, the Dorchester Avenue Bridge was reopened in September, the East Cottage Street and Norfolk Avenue Bridges reached final completion, and construction began on the replacement of the South Elm Street Bridge in Haverhill and the East Street Bridge in Dedham.

Technology Enhancements

• First-ever Official MBTA Mobile App - MBTA Go: In November, the MBTA released MBTA Go, which was developed in-house and provides real-time information for all fixed-route services, improves communications between the MBTA and riders, and allows the T to share information in a more accessible way. An early version is available now for iPhones with a companion version for Androids available in February 2025.
  
• Paratransit "Ride Along" Improvements: This year, The RIDE in partnership with the MBTA's Technology Innovation team launched enhanced "Ride Along" text message alerts that allow customers to see the real-time location of their pick-up vehicle with live updates, which was not previously available to RIDE customers.
  
• Bus Navigation Pilot Program: In October, the MBTA launched the Bus Navigation Pilot Program as a new initiative designed to assist bus operators in navigating detours and other road challenges as they happen in real time. The tablet technology is first being piloted in 100 buses, providing turn-by-turn directions similar to navigation apps like Google Maps or Apple Maps.

Improving Service

• Bus Network Redesign Phase 1: The MBTA implemented the first phase of Bus Network Redesign in December, which made significant service updates to six bus routes. Upgrades to bus stops, shelters, and busways have been accomplished in eight critical locations with bus stop signs updated at over 2,200 bus stops across the system. Four new Frequent Bus Routes (104, 109, 110, and 116) are also operating every 15 minutes or better all day, every day. The service changes in Phase 1 represent a 60% increase in service on affected routes, improving reliability and frequency while simplifying transit options for the communities the T serves.
  
• Transit Priority and Dedicated Bus Lanes: The MBTA's Transit Priority team together with municipal partners in Arlington, Boston, Brookline, Cambridge, Chelsea, Everett, and Revere led the implementation of nine projects across the MBTA service area during 2024. Additionally, Boston, Cambridge, Malden, and Watertown implemented bus priority projects to support MBTA service. In total, there were over three miles of bus lanes added during the 2024 construction season, benefitting 100,000 daily riders.
  
• Ferry Improvements: The popular Lynn Ferry and Winthrop/Quincy Ferry operated again this past summer 2024. Weekend Lynn Ferry trips launched two months earlier than the 2023 season with weekday Lynn Ferry service extended through the fall due to popular demand. The MBTA also purchased the Schoodic Explorer as a spare vessel for the Lynn Ferry, which increased service reliability this season. The MBTA's Capital Delivery team also awarded $13.4 million to advance construction of the replacement of the Hingham Ferry dock.
  
• South Coast Rail (SCR) Progress: Following the successful completion of Automatic Train Control (ATC) testing, the South Coast Rail project began Positive Train Control (PTC) system testing. Additionally over the summer, SCR dispatching responsibilities were transferred to MBTA's Railroad Operations division and will now be performed by its operating partner Keolis Commuter Services, marking a significant milestone in the project's progress.
  
• Charlie Service Center: The Charlie Service Center opened to the public at 296 Washington Street, between Milk Street and Water Street in downtown Boston, on July 29. Located near State and Downtown Crossing stations, the Charlie Service Center replaces the CharlieCard Store previously located within the Downtown Crossing concourse.
  
• Improvements on The RIDE: This year, The RIDE partnered with contracted providers to implement critical wage increases for frontline employees, resulting in fully staffed teams that delivered significant performance improvements for RIDE customers, including increasing on-time performance from a low of 85% in 2023 to 94% in October 2024 and reducing customer call hold times from a high of nearly 10 minutes in 2023 to 0.32 minutes in October 2024.
  
• Commuter Rail Ridership Recovery: The Commuter Rail experienced 95% recovery of pre-COVID ridership this past year, illustrating both the convenience of the MBTA's regional rail-style schedules and passengers' trust in the reliability of Commuter Rail trips.
  
• Service Delivery Policy Enhancements: The MBTA updated its Service Delivery Policy this year to better reflect the rider experience, including better metrics for trip times to determine reliability, new standards for bus stop and ferry accessibility, and a more precise definition of elevator uptime.

Enhancing Safety

• Federal Transit Authority (FTA) Safety Management Inspection (SMI) Progress: This year, the MBTA's Office of Quality, Compliance, & Oversight closed 14 Corrective Action Plans (CAPs) from the FTA SMI, bringing completion of the Authority's SMI findings to 52% overall. Notable closures this year include:
  • The completion of the Workforce Assessment for Rail Transit Operations, Maintenance, Capital and Safety divisions, which was a new approach to dynamically quantify workforce needs to better meet service demands.
  • New track condition reporting processes and procedures, including a publicly available Speed Restriction Report dashboard and data distribution process to Executive Leadership.
  • The updated Employee Safety Reporting Program (ESRP) via a Safety Hotline system, including the rollout and training of a new web portal for employees to report safety concerns.
    
• Positive Train Control (PTC) / Automatic Train Control (ATC) Completion: PTC and ATC are now complete and fully in service on all Commuter Rail lines. PTC/ATC is a federally mandated safety system that sends signals to trains about potentially unsafe conditions, automatically slowing and stopping a train if needed. This nine-year, $900 million program has modernized the signal systems on the entire Commuter Rail network on schedule and on budget.
  
• Enhanced Safety through the Updated Safety and Security Certification Program Plan (SSCPP): This year, the MBTA, in coordination with internal and external stakeholders, worked to develop the SSCPP, which utilizes and incorporates industry best practices. A comprehensive three-module training curriculum was developed a provide a thorough understanding of the Safety and Security Certification process. Through the SSCPP, the MBTA identifies hazards and security vulnerabilities of an infrastructure or vehicle project, and evaluates and adequately controls or mitigates these hazards before they affect passenger service.
  
• Safety Management System (SMS) Improvements: This year, MBTA Safety initiated an SMS assessment to identify opportunities to mature it to the highest level, developed the SMS Implementation Plan to establish actions required through 2026 to mature SMS to Sustaining/Improving, and initiated Phase 1 of the SMS Implementation Plan.
  
• Employee Safety Hotline: MBTA Safety expanded and strengthened the Safety Hotline for confidential, non-punitive employee hazard reporting. Over 600 hazards were identified and documented through the Safety Hotline and Safety team observations this year with mitigations put in place by the team.

Modernizing Vehicles

• Battery Electric Trains on Fairmount Commuter Rail Line: The MBTA Board of Directors approved a $54 million plan by Keolis Commuter Services to bring battery-electric train service to the Fairmount Commuter Rail Line, which will ultimately result in more frequent service and lower emissions in surrounding communities.
  
• Green Line Type 10 Mockup: In October, the MBTA showcased a mockup of the upcoming Green Line Type 10 "supercar" vehicles at City Hall Plaza. The new vehicles will include accessibility upgrades, enhanced digital information screens, wider doors for passenger flow, and more. Pilot cars are anticipated to be delivered in 2026 with the full Type 10 fleet delivery expected in 2031.
  
• New Orange and Red Line Cars: The Orange Line continues to operate with a fleet comprised of all new cars, increasing the service reliability of the line with fully modern vehicles. The Orange Line's #12 fleet of cars, which entered service in 1980, have been completely retired. The MBTA also has 20 new Red Line cars on the property, allowing the retirement of the #1 fleet, which entered service in 1968.

Alternate Service Enhancements

• First-ever Planned Single-Tracking Pilot: This year, the MBTA piloted planned single-track operations for the first time, meaning trains operate back and forth on a single track while critical work is able to take place on the other. Single-tracking provides a means to access tracks for maintenance during hours when riders are still in the system while continuing subway service without the need to introduce shuttle busing.
  
• Service Outage Alternative Improvements: This year, the MBTA planned and executed alternative service for approximately 100 service outages - including weekends, early evenings, and weekday multi-day service changes on the subway and Commuter Rail - serving over 8 million customer trips. The Alternative Service team conducted strategic data analysis and advanced planning to optimize vehicle requirements and reduce the need for out-of-state shuttle buses, saving the MBTA an estimated $70 million on contracted bus services in 2024 and improving customer experience. The team also made significant efforts to increase internal shuttle work by MBTA Bus Operations, fulfilling 35 weekend shuttles, 20 of which were operated exclusively.

Making Transit More Affordable and Easier to Use

• New Ways to Pay with Contactless Payments: On August 1, contactless payments began to be accepted onboard MBTA buses, Green Line trolleys, Mattapan Line trolleys, and at all gated subway stations. This initiative is part of the MBTA's goal of offering easier, more convenient, and modernized ways for riders to pay fares.
  
• Income-Eligible Reduced Fares Program: On September 4, the MBTA expanded access to reduced fares for income-eligible riders. A meaningful improvement for fare equity, the program provides riders who are aged 18-64 and have low income with about 50% off on all MBTA buses, subway, Commuter Rail, and paratransit (The RIDE) travel. This unlocks affordability for residents across the MBTA service area, including in the Gateway Cities.
  
• New University Pass Pilot Program: The MBTA partnered with Tufts University beginning with the fall 2024 semester to provide undergraduates at the School of the Museum of Fine Arts at Tufts University with unlimited local subway and bus passes through the new University Pass pilot program. Similar to the MBTA's Pay Per Use (PPU) program for employers, the University Pass pilot with Tufts is a usage-based fare program designed specifically as a travel benefit that universities can offer their students each semester.
  
• Fare Engagement Representatives: In October, the MBTA deployed its first workforce of 16 Fare Engagement Representatives on the Green Line to assist riders with fare payment options and share information about the coming fare check process.

Historic Federal Funding

• Since General Manager Eng joined the MBTA in April 2023, the T has been awarded more than $616 million in federal grant funding. Awards this year have included:
  • Nearly half a billion dollars to replace the North Station Draw One Bridge
  • $67 million to improve accessibility for passengers on the Green Line by upgrading 14 ground-level stops along the B and C branches
  • $22 million to construct hybrid center-running bus lanes and make bike and pedestrian improvements as part of the Lower Broadway Everett Transit Priority Corridor Project
  • $40 million in support of the Battery-Electric Bus Transition Phase 1B Project
  • $4.2 million in partnership with the City of Quincy to modernize the Squantum Point Park Ferry Pier

Supporting Communities, Regional Vitality, and the Economy

• Collaborative Agreements to Advance Transit-Oriented Development Projects: The MBTA completed five Collaborative Agreements to Advance Transit-Oriented Development Projects last year. These agreements have enabled the development of nearly 1,000 housing units, demonstrating the MBTA's commitment to supporting development in concert with local communities.
  
• Climate Assessment: For Climate Week in September, the MBTA released its Climate Assessment, which highlighted the T's climate achievements to date and identified next steps for enhancing the transit system's resilience and sustainability. Developed through a series of internal workshops, the Climate Assessment is being implemented by the Climate Policy and Planning team.
  
• Public Access Naloxone Pilot: Cabinets containing Naloxone (Narcan) were installed at select Red Line stations last summer in support of a Public Access Naloxone (Narcan) Pilot, which aims to increase public access to lifesaving medication that can reverse an opioid overdose, taking advantage of the MBTA's centrally located and well-trafficked transit stations along the Red Line.

Staff Enhancements and Supporting the Workforce

• Historic Labor Agreements with Entire Workforce: This year, the MBTA successfully negotiated agreements with all 28 of its affiliated labor unions, representing 16 collective bargaining agreements. This accomplishment, the first of its kind since 2009, was realized within 18 months of the Healey-Driscoll Administration taking office and under the leadership of MBTA General Manager Phillip Eng. The agreements address long-standing labor concerns while stabilizing and expanding the MBTA workforce.
  • Bus Operators: The MBTA has increased its active Bus Operator headcount by 200 and reduced dropped bus trips to 1%by strategically assigning new operators to address service gaps.
  • Subway Motorpersons: Motorperson headcount across the Heavy Rail Subway lines has increased by 48 with Light Rail lines increasing by 51. Additionally, the MBTA is currently piloting the hiring of incoming Motorpersons directly into full time roles, providing more staff hours.
  • Diversity: The MBTA workforce continues to be dynamically diverse with nearly 50% people of color.
    
• Return of Subway Line Managers: The MBTA this year added four Subway Line Managers to provide hands-on management of station conditions, ensuring that facilities are clean, safe, and welcoming for all riders.

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