2009_Service_Delivery_Policy

2009_Service_Delivery_Policy - Service Delivery Policy MBTA...

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Service Delivery Policy MBTA Board of Directors approved January 14, 2009 Massachusetts Bay Transportation Authority
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MBTA Service Delivery Policy 2009 Update Table of Contents Page i Table of Contents TABLE OF CONTENTS ............................................................................................................... I CHAPTER 1: INTRODUCTION ............................................................................................... 1 P URPOSE ...................................................................................................................................... 1 B ACKGROUND ............................................................................................................................. 1 CHAPTER 2: SERVICES & SERVICE OBJECTIVES .......................................................... 2 S ERVICES ..................................................................................................................................... 2 Bus ................................................................................................................................... 2 Light Rail ......................................................................................................................... 3 Heavy Rail ....................................................................................................................... 3 Commuter Rail ................................................................................................................ 3 Boat ................................................................................................................................. 3 S ERVICE O BJECTIVES .................................................................................................................. 3 Accessibility .................................................................................................................... 3 Reliability ........................................................................................................................ 3 Safety ............................................................................................................................... 3 Comfort ........................................................................................................................... 3 Cost Effectiveness ........................................................................................................... 4 S ERVICE S TANDARDS .................................................................................................................. 4 CHAPTER 3: SERVICE STANDARDS .................................................................................... 5 A CCESSIBILITY S ERVICE S TANDARDS ......................................................................................... 6 Coverage Guidelines ....................................................................................................... 6 Span of Service Standards ............................................................................................... 6 Frequency of Service Standards ...................................................................................... 7 R ELIABILITY S ERVICE S TANDARDS ............................................................................................. 9 Schedule Adherence ........................................................................................................ 9 S AFETY & C OMFORT S ERVICE S TANDARD ............................................................................... 12 Vehicle Load ................................................................................................................. 12 C OST -E FFECTIVENESS S ERVICE S TANDARD ............................................................................. 15 Bus Net Cost per Passenger Standard ............................................................................ 15 CHAPTER 4: SERVICE PLANNING PROCESS .................................................................. 16 D IRECTLY O PERATED S ERVICES ............................................................................................... 16 Bus Service Planning Process ....................................................................................... 16 Light Rail/Heavy Rail Service Planning Process (to be completed) ............................. 20 C ONTRACT S ERVICES ................................................................................................................ 20 Commuter Rail Service Planning Process (to be completed) ........................................ 20 Commuter Boat Service Planning Process (to be completed) ....................................... 20 P UBLIC P ARTICIPATION ............................................................................................................. 20 On-Going Public Outreach ............................................................................................ 20 Biennial Service Plan Public Outreach .......................................................................... 21 GLOSSARY OF TERMS & ACRONYMS .............................................................................. 22 KEY BUS ROUTE ADDENDUM .............................................................................................. 25 VEHICLE LOAD ADDENDUM ............................................................................................... 27
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