As post-pandemic demand for The RIDE grew by 8.4%, widespread driver shortages constrained the MBTA and its dedicated providers — triggering service instability and cost inefficiencies in outlying suburban zones. At the same time, standard rideshare options exposed service equity gaps for people who use wheelchairs. To improve operational reliability, broaden service availability, and maximize operating budgets, the MBTA partnered with UZURV in 2023 to introduce an FTA-compliant, non-dedicated supplemental service that today has helped the MBTA cut per-trip costs by 67% while sustaining a 98.6% On-Time Performance (OTP).
Core Outcomes
67%
Cost Efficiency Per Trip
(compared against 2024 NTD baseline reporting)
98.6%
On-Time Performance
22%
Wheelchair-Accessible Vehicle (WAV) Volume
Direct Spare Dispatch Software Integration
Challenge:
After the pandemic, ridership for the MBTA’s The RIDE jumped by 8.4%, placing immediate strain on system capacity across its 1.0M + annual trips. At the same time, widespread workforce shortages created operational challenges for The RIDE’s dedicated service – impacting service reliability and rider sentiment, particularly in low-density, outlying suburban zones. Budget strain added to these challenges, particularly during hours of low trip density when per-trip cost inefficiencies peaked.
While The RIDE initially explored commercial TNC models to expand capacity, standard rideshare options presented service equity gaps. Although effective for scaling volume, traditional rideshare models lacked specialized driver credentialing, door-to-door assistance, and wheelchair-accessible vehicle (WAV) capacity. The MBTA needed an FTA-compliant supplemental provider that could improve efficiency and the rider experience without straining the agency’s operating budget.
Solution:
In 2023, the MBTA partnered with UZURV to launch a flexible supplemental service that improved cost efficiency while strengthening overall network reliability. UZURV’s assisted mobility model provided The RIDE with fast access to an FTA-compliant, ADA-credentialed driver network in under 60 days. This enabled the agency to quickly relieve workforce pressures, support core fleet operations, expand WAV access, and increase per-trip cost efficiency by 67%. Beyond these operational milestones, system performance improved, driving on-time performance to 98.6%.
With UZURV, the MBTA was able to deliver a measurable impact across the system, including:
- Compliance & cost efficiency: Delivered significant cost optimization while maintaining FTA compliance and ADA credentialing across all supplemental trips.
- Proactive operations oversight: Monitored trips in real time to actively manage service reliability, preserve on-time performance, and resolve potential delays before they escalated.
- Greater suburban coverage & WAV access: Broadened system coverage in outlying suburban areas while scaling specialized WAV availability (accounting for 22% of UZURV’s total program volume).
- Direct dispatch software integration: Later in the partnership, UZURV connected directly into the MBTA’s Spare system, enabling automated trip dispatching.