The MBTA’s The RIDE reimagined with Spare, powering 1 million trips a year
The MBTA’s The RIDE is one of the largest ADA paratransit programs in the United States, completing over 1 million trips every year across Greater Boston. On August 30, this critical service launched a new chapter. Powered by Spare, The RIDE’s upgraded software now delivers advanced tools for staff, real-time scheduling & optimization that adapts to unexpected conditions, and a more transparent, rider-friendly experience.
In just a few days since launch, the MBTA has already exceeded performance targets, achieving over 90% on-time performance and demonstrating what’s possible when agencies modernize technology. In fact, within the very first week, Spare enabled the MBTA to reach over 98% on-time performance for a full day of service, setting a new benchmark for reliability.
From legacy limitations to a modern paratransit platform
Before the transition, The RIDE operated on legacy software that did not offer the modern tools that The RIDE and its customers needed. Riders were limited in booking their own trips, had little control over their accounts, and often lacked visibility into their eligibility status. Staff dealt with manual workflows and a system that was outdated. Riders asked for better tools. The MBTA listened and chose Spare to help deliver a more accessible, efficient, and rider-friendly platform.
How Spare and MBTA partnered to modernize paratransit
From the start, the MBTA embraced Spare’s hands-on partnership approach, giving access, insight, and trust to customize a platform that would truly serve their riders.
Launching a system of this scale is never simple. What made the difference was the true partnership between the MBTA, its contractors, riders, and Spare. By working side-by-side, sharing insights, and staying focused on the rider experience, the team was able to deliver a seamless and transformative transition.
Rider benefits of MBTA’s new paratransit platform
Built with input from riders, drivers, and advocates in the Boston community, the upgraded RIDE’s customer experience offers:
- Flexible booking – Schedule trips by phone, online, or in the app
- Real-time tracking – Follow vehicles live and receive updates via text, email, or in-app notifications
- Better service – AI-powered routing reduces delays and missed pickups
- Inclusive design – Features such as screen reader support and high-contrast visuals make the platform easier for everyone to use
- Streamlined eligibility process – A digital application allows customers and prospective customers to initiate the eligibility process when they’re ready and keeps them updated every step of the way
Enterprise software for better transit operations
Behind the scenes, the Spare platform helps MBTA deliver more efficient, responsive service:
- Real-Time dynamic schedule and AI optimization improves trip planning and vehicle use.
- Spare Open Fleets allows seamless use of Uber, Lyft, and other partners.
- Live operations tools support dispatchers in real-time, enabling a proactive dispatch process rather than a reactive one.
- Analytics dashboards give staff clear insights into service performance, helping them plan more effectively and report with confidence.
These tools enable the MBTA team to do more with their resources, delivering better rider outcomes while reducing operational friction.
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Setting a new benchmark for paratransit
The RIDE now sets a new standard, not just in Boston, but nationwide. It’s proof of what’s possible when agencies invest in technology that supports equity and impact.
As Michele Stiehler, Chief of Paratransit Services at MBTA, put it:
“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.”
We couldn’t agree more. Congratulations to the MBTA and The RIDE community for building a smarter, more accessible future - 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.
From the blog
Spare recognizes the importance of partnering with and listening to transit professionals to make improvements and to develop new features and enhancements. In Austin, they have met with drivers, dispatchers, customers, schedulers, and management and we are seeing excellent results.
