Massachusetts Bay Transportation Authority – Boston, MA

Boston ADA Paratransit Service

THE RIDE, the ADA paratransit service of the Massachusetts Bay Transportation Authority (MBTA), provides nearly two million door-to-door trips each year in the greater Boston area. The MBTA’s ongoing goal has been to control costs while maintaining if not exceeding its high service quality standards.

For more than a decade, Nelson\Nygaard has been helping the MBTA meet this goal. In its first study, we recommended several cost-reducing strategies that could be implemented immediately. These included in-person eligibility assessments, free transit fare program for customers, travel training, optimizing the carriers’ run structures, a taxi subsidy program, and increasing the ADA paratransit fares. Almost all of these recommendations have since been implemented.

In its second study, Nelson\Nygaard recommended service and contractual policy changes and prepared a ground-breaking RFP that included line item costing. This alone resulted in an 18% savings compared to the previous procurement. The second study also recommended migrating to centralized call and control center (CCCC) service model.

Nelson\Nygaard then designed the new call center, prepared the RFP for the CCCC management firm, evaluated the technical and cost proposals, interviewed and selected the contractor, and helped negotiate the contract. The mobilization of this new CCCC contractor has since begun, with Nelson\Nygaard providing technical assistance.