Keolis delivers the best annual commuter rail OTP (adjusted) since taking over system in 2014, as year closes with record levels of passenger satisfaction

BOSTON, MA – January 24, 2017– Performance on the MBTA Commuter Rail system continues to show improvement with on-time-performance at 92% over the last 30 days, Keolis Commuter Services General Manager David Scorey told the MBTA’s Fiscal Management Control Board yesterday.

MBTA Commuter Rail finished 2016 with an 89% OTP across all lines. When adjusted for delay factors beyond Keolis’ control, such as trespassers or police activity, OTP was at nearly 94% for 2016, its best annual performance since Keolis began operating the network in July 2014, and a significant improvement over 2015 when a series of snow storms impacted the transit system for several days.

Keolis officials said the performance improvements were due in part to the addition of new staff on the mechanical and transportation teams and adjustments made to the new schedules. Keolis also created specialized Rapid Action Teams that have been focused on resolving issues that were causing certain sections of the system to underperform, including the Fitchburg, Haverhill and Worcester lines.

“We know that our passengers are counting on us to provide a safe and reliable commuter rail service each and every day,” said Keolis Commuter Services General Manager David Scorey. “While we are pleased that our performance strengthened in 2016, leading to higher customer satisfaction, we remain focused on proactively tackling issues and finding innovative ways to ensure that we continue to deliver a superior passenger experience on a consistent basis.”

The improving performance had a favorable impact on commuter rail passenger satisfaction which, according to an MBTA survey, rose in December to their highest levels in six months, exceeding satisfaction rates reported for the rest of the MBTA system.

“The on-time performance rates have been trending in the right direction, but work remains to be done,” said Acting MBTA General Manager Brian Shortsleeve.  “We’ll continue to work closely with our Commuter Rail partner to improve reliability, and deliver the consistent levels of service our customers expect and deserve.”

December 2016 OTP was 91% (unadjusted) and 94% (adjusted), marking the network’s best monthly performance since April 2016, when OTP was at 92.37% (unadjusted) and 95.57% (adjusted).

Between May and November 2016, network performance had been adversely impacted by several factors, including the largest schedule change in system history, tie replacement work on the Worcester Line, rolling stock equipment shortages due to inspection backlogs, and seasonal slippery rail conditions.