IMPROVING SERVICE QUALITY AND EFFICIENCY THROUGH THE USE OF SERVICE STANDARDS

This paper describes the service policy of the Massachusetts Bay Transportation Authority for surface public transportation and its use in urban transportation system management. The establishment and use of a comprehensive statement of service policy are discussed in the context of TSM objectives. Such a service policy, which contains service goals and objectives, service standards and guidelines, and planning and evaluation procedures, provides the transit manager with a management control framework for monitoring service performance and identifying remedial actions that will improve the quality of service and the efficiency and effectiveness of resource allocation. The paper describes how MBTA uses the control framework embodied in its service policy to identify both general service improvements and some specific TSM service improvements such as reserved bus lanes on arterial streets. The paper concludes by discussing how the MBTA service policy through cooperative planning has begun to make local city and town policy makers more sensitive to transit operations, thereby enhancing the prospects for successful implementation of potentially controversial TSM projects. /Author/

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    • From TRB Special Report No. 172, Transportation System Management, proceedings of a conference held November 7-10, 1976, conducted by the Transportation Research Board, and sponsored by the Urban Mass Transportation Administration and the Federal Highway Administration of the U.S. DOT in cooperation with the Institute of Transportation Engineers. Distribution, posting, or copying of this PDF is strictly prohibited without written permission of the Transportation Research Board of the National Academy of Sciences. Unless otherwise indicated, all materials in this PDF are copyrighted by the National Academy of Sciences. Copyright © National Academy of Sciences. All rights reserved.
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    Transportation Research Board

    500 Fifth Street, NW
    Washington, DC  United States  20001
  • Authors:
    • Tober, Ronald J
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  • Publication Date: 1977

Media Info

  • Media Type: Digital/other
  • Features: Tables;
  • Pagination: pp 86-91
  • Monograph Title: TRANSPORTATION SYSTEM MANAGEMENT
  • Serial:

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Filing Info

  • Accession Number: 00179092
  • Record Type: Publication
  • Files: TRIS, TRB, ATRI
  • Created Date: Sep 14 1981 12:00AM