How MBTA and Spare Transformed The RIDE Through Co-Creation
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A New Chapter for Accessible Transit in Greater Boston
On August 30, 2025, the Massachusetts Bay Transportation Authority (MBTA) launched the new and improved The RIDE, powered by Spare. This milestone wasn’t simply the rollout of a new technology platform - it was the culmination of months of deep collaboration, embedded implementation, and shared ownership between MBTA and Spare.
Together, our teams transformed one of the nation’s largest ADA paratransit systems into a flexible, data-driven, and rider-first service that now delivers reliability, accessibility, and independence to thousands across Greater Boston.
Strategic Implementation Partnership
For MBTA, implementing Spare's technology represented an organization-wide transformation of The RIDE paratransit system. Rather than a simple technology deployment, the initiative fundamentally reshaped the integration of workforce capabilities, operational processes, and digital infrastructure to advance service equity.
The implementation strategy centered on deep organizational integration. Spare deployed engineers, product specialists, and customer success managers on-site, working directly alongside MBTA executives, dispatchers, schedulers, and eligibility teams. This co-located model enabled collaborative workflow design, iterative tool testing, and accelerated decision-making.
The embedded engagement approach transformed a traditional software implementation into a strategic partnership. It aligned both teams on one goal: making The RIDE a service that truly meets the needs of riders today — and can adapt to the needs of tomorrow. The initiative established a foundation for sustained operational excellence and continuous improvement.
“Working with the Spare team has been more than a tech upgrade. It’s been a shared commitment to putting riders first.”
— Michele Stiehler, Chief of Paratransit, MBTA
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Continuous Stakeholder Integration
The implementation operated as a continuous, collaborative process. Each development phase was informed by frontline operational staff - drivers, dispatchers, eligibility specialists, and end users, ensuring solutions reflected real-world service requirements and user experience priorities.
Key milestones included:
- End-to-End Dry Runs: A 50-vehicle system-wide test validated configurations, exposed friction points, and strengthened confidence across teams before launch.
- Onsite Collaboration: The Spare team worked shoulder-to-shoulder with MBTA during rollout, resolving technical issues and operational refinements within hours, not weeks.
- Shared Communication Channels: Dedicated Slack channels kept both teams connected for real-time troubleshooting, learning, and iteration.
- Accessibility by Design: User testing with riders and advocates ensured every feature - from booking tools to real-time tracking - met high standards for accessibility and usability
This approach transformed the implementation from a technical deployment into a strategic partnership that advanced MBTA's operational capabilities and service delivery model.
Results from a Reimagined RIDE
The system launch delivered immediate, measurable improvements aligned with MBTA's goals.
In the first week of operation:
- On-Time Performance (OTP) soared from 88% to 99%.
- Brokered trips — those assigned to taxis or third-party providers — dropped by 50%, cutting costs and improving reliability.
- 18% of trips were booked digitally through the Spare web portal before the rider app even launched.
- Dispatchers shifted from “fighting fires” to managing with foresight and control, supported by live operational dashboards.
When analytics flagged a temporary dip in OTP during launch week, the MBTA and Spare teams worked through the night to identify the issue, tweak parameters, and roll out a fix - restoring performance by morning.
This agility resulted from the embedded, responsive implementation model, which kept engineering and operations teams aligned and accountable.
“We love how proactive Spare has been in identifying problems and executing urgently on solutions.”
— MBTA Dispatcher Feedback, Launch Week
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Organizational Change and Adoption
The RIDE's transformation extended beyond technology to reshape organizational culture. Frontline staff became early adopters and advocates. Riders who previously faced uncertainty in their mobility gained new confidence and independence. Caregivers experienced greater peace of mind through real-time updates and simplified coordination.
Internally, MBTA teams began viewing technology as an adaptive system that evolves through data, feedback, and collaboration. This mindset, established during implementation, now drives ongoing innovation and continuous improvement across the organization.
The Blueprint: How MBTA Implemented Transformation
MBTA's experience provides a replicable framework for agencies pursuing similar transformation initiatives.
- Treat implementation as a partnership, not a project. Invite your tech team in-house to accelerate learning and ownership.
- Run full-scale simulations before launch. Confidence comes from testing the system as riders will experience it.
- Empower your staff as co-creators. Their insight is key to designing intuitive workflows.
- Use data collaboratively. Shared dashboards keep every stakeholder aligned on service quality.
- Anchor every change in accessibility. The most impactful innovation is inclusive by design.
When agencies and partners share accountability and collaboration, transformation becomes both achievable and sustainable. To see how these principles came to life, join our upcoming webinar on November 19th, 2025 with MBTA and get a behind-the-scenes look at what it takes to implement transformation at scale.
Delivering Accessible Service at Scale
Today, The RIDE operates as a model for how large systems can modernize without losing their human touch. AI-powered scheduling, open fleet integrations, and digital eligibility workflows make the service more efficient, while inclusive design ensures it remains welcoming for all riders
The system now provides riders with reliable on-time performance, multiple booking options, and real-time trip information - creating greater independence and confidence in their daily mobility.
A Shared Commitment to What’s Next
Following launch, the MBTA and Spare partnership continues as an ongoing collaboration. Together, the teams refine, scale, and innovate to drive continuous improvement.
“The RIDE is more than just trips. It’s about access, dignity, and freedom. This is a big step forward — and we are not stopping here.”
— Michele Stiehler, Chief of Paratransit, MBTA
The RIDE’s journey shows what’s possible when implementation becomes collaboration — and when technology, empathy, and purpose evolve together.
To learn more or book a trip, visit mbta.com/booktheride.
Want to learn how Spare supports large-scale paratransit operations like the MBTA’s? Get in touch with our team.
UPCOMING WEBINAR
November 19, 2025 at 9 AM PST / 12 PM EST
Behind every great paratransit program is a network of people — dispatchers, drivers, schedulers, and riders — all working together to keep service moving. But when you’re managing thousands of trips a day across multiple providers, keeping that connection strong while improving efficiency is a real challenge.
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Our customers only had one channel to reach us, and that was through our contact center. With challenges in recruitment and retention at the time, our increased call demand and poor software support at peak times were ranging around the two-hour wait time. It really impacted customer experience, team morale, and even drew media attention.
