MBTA Bus Network Redesign Implementation Support

Implementation of Phase 1 led to an immediate 10% increase in ridership.

The Massachusetts Bay Transportation Authority’s (MBTA) Bus Network Redesign (BNR) completely reimagines the MBTA’s bus network to reflect regional changes and create a better experience for current and future bus riders. The program calls for significant changes to the bus network, including a net 25% increase in service hours, longer routes making more cross-town connections, and a near doubling of the number of corridors with high-frequency, all-day service. To support the implementation of this ambitious plan, the MBTA contracted Nelson\Nygaard to provide support for communications and capital design.

Communications Support

Nelson\Nygaard supported the MBTA in the development of communication strategies to ensure all riders were informed regarding bus service changes, which are happening in phases over the next several years. Planned service changes include an expanded frequent bus network, which also requires a new brand strategy to highlight the enhanced service. This effort developed a catalog of all rider touchpoints, inventoried communication tools both internal and external to the MBTA, and identified key community stakeholders in the communities where the first phase of service changes took place.

Nelson\Nygaard created a Communications Playbook to ensure enhanced communication tools and templates for all service changes were utilized across the multiple customer touchpoints and rider demographic needs. These included more than 330 bus stop sign updates, on-street teams at more than 50 bus stops, services advisories at bus stops, on-vehicle and in-station announcements, print and digital advertising, social media, press releases, and an external task force meeting, among other efforts. Communications materials were multi-lingual to serve some of Greater Boston’s most diverse neighborhoods. Implementation of Phase 1 led to an immediate 10% increase in ridership. Nelson\Nygaard is now supporting the MBTA with Phase 2.

Capital Design Support

Nelson\Nygaard is supporting the MBTA in the development of concepts, alternatives analysis, and outreach associated with new and improved transfer locations and end of line facilities associated with the BNR. Concepts are evaluated with respect to geometric and infrastructure feasibility, transit operations, and capital and operations costs. Upon identification of preferred concepts, Nelson\Nygaard is advancing the concepts through final design and construction support services in waves aligned with the MBTA’s proposed rollout of BNR service changes over a 5-year period.

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