Volume VII, Issue XIV • Winter 2007
Dig It!
Silver Line Community News & Information
At the heart of the Silver Line, a garden grows!
This September, Boston celebrated the
opening of the first of three new Rose
Kennedy Greenway parks. The new
Chinatown section, located at the
southernmost tip of the Greenway, provides welcome respite in the area
between Silver Line Waterfront and
Washington Street lines. This stretch of
garden features a tranquil waterfall,
bamboo trees, lush willows and a contemporary, sculpted red gate. The
Greenway is a welcome replacement of
the former Central Artery, which once
split the city. At last, everyone is now
free to explore a sun-lit, open space
before boarding on the Silver Line.
To anticipate customer needs and
exceed service expectations, we rely on
Silver Line survey results. Learn about
two separate surveys performed on
behalf of Silver Line
Washington Street and
Waterfront customers.
While statistics serve a
purpose,
there’s
a
human factor that makes
all the difference here at
the Silver Line: our vehicle operators. In this
issue, we introduce you
to John Quilter, driver,
protector and friend.
Ride along, and see the challenges our
bus operators face, and discover how
they often become neighborhood
heroes.
Progress is the hallmark of the Silver
Line, and Phase III is no exception. We
are pleased to report real momentum in
the environmental review and preliminary engineering stages. Again, our
goal is to link Silver Line Waterfront to
Silver Washington Street, providing
seamless service and more direct access
to MBTA subway lines.
As always, summer sizzled on the
South Boston Waterfront, with many
visitors exploring the new Institute of
Contemporary Art and enjoying Silver
Line Waterfront service from South
Station to Logan Airport.
I’d also like to express
my congratulations to
Chief
Carter,
former
Chief
of
Police
for
the Massachusetts Bay
Transportation Authority
on his new promotion to
The Adjutant General of the
Massachusetts
National
Guard. Chief Carter will be
missed here at the Silver
Line, and will be heralded
for his accomplishments with the brave
men and women of our National
Guard.
I hope you find this issue of Dig It
informative, and thank you for taking
the Silver Line.
Mary A. Fernandes
Assistant General Manager,
Silver Line Communications and
Community Development
Silver Line Phase III Project Update
• Permission was granted to complete Preliminary
Engineering.
• Conceptual design and assessment of environmental
impacts of the proposed portal on Charles Street South
and the new entrances at Boylston Street Station are
nearing completion.
• In early 2008, final environmental documents will be
filed with the Federal Transit Administration and the
Executive Office of Energy and Environmental Affairs.
• We continue to share our progress in the environmental
process and provide project development updates with
stakeholders and other interested parties, as needed.
For more information, visit mbta.com and click on "About the MBTA" followed by “T Projects.”
MASSACHUSETTS BAY TRANSPORTATION AUTHORITY
A Tale of Two T Routes
The Silver Line provides transit for two
busy hubs within the city of Boston.
John Quilter, Silver Line Bus Operator,
has seen both Silver Line routes develop during his six years at the T. Both
are transportation mainstays, contributing to the growth of the city and
making life a little easier for everyone.
“Sometimes it’s a struggle with a small
group of customers who are impaired
– and you can’t always be sure what
they’re on. But I’ve got children and
seniors aboard, and I protect them,” he
smiles as an adorable little girl climbs
the steps wearing a purple backpack.
“Being a bus operator means you have
to be street smart.”
On
Silver
Line
Waterfront, in the newly
developing commercial
and recreational district,
John’s bus is heavily populated in the morning,and at the end of the
work day, carrying the
professionals who work
on the South Boston
waterfront. Among the
major employers are
John Quilter has proven to be a "hero on ten wheels."
“If you do this long enough, everybody gets to know you – and you get to
meet good people,” observes Quilter as
he effortlessly threads the bus between
traffic, pedestrians and double parked
vehicles. He sits behind the wheel, surrounded by scores of buttons, switches
and knobs, cheerily keeping his eye on
the road and mirrors, while gliding
down Washington Street in the dedicated bus lane. John smiles at customers as they board, “How are you?”
When the bus enters Chinatown, he
greets them in Chinese.
On a typical day, John performs six to
eight roundtrips during a shift. His
customers represent a diverse group of
city residents. Some are in business
suits, others in jeans and tee shirts. At
New England Medical Center, medical
professionals wearing scrubs and a
wave of New England Law School students board. John watches this eclectic
customer mix carefully to ensure
everyone’s seated, safe and being
respectful of others.
behind… Everybody wants to get
home on time for supper.”
John’s Silver Line Waterfront day traffic consists of visitors delighted by the
sleek and roomy bus. One can overhear
smatterings of German, French and
Dutch as John delivers customers to
top tourist destinations, including the
Bank of America Pavilion, the Boston
Children’s Museum, the Harpoon
Brewery, and Anthony’s Pier Four.
“This area is really on the move, it’s
going places,” observes John.
John has served with the Coast Guard
and worked for the Massachusetts
Department of Youth Services, so he is
ideally prepared to navigate a huge
vehicle through a sea of traffic, and
treat customers with courtesy and
respect. “I have goals,” he adds. “I’d
like to start a project where
MBTA bus operators can
talk to kids in school about
respect and choosing the
right road in life. Because
we deal with a lot of students and we’ve seen it all,
kids could benefit from our
perspective.”
Clearly a smooth operator
who enjoys his work, John
explains, “A lot of retired
bus operators stop by the
Southampton Street Garage
to talk about their glory
days and I laugh with them.
I say, “do not tell me you
don’t miss this job!”
Quilter greets every customer with a smile.
Mass Mutual, The Gillette Company,
Fidelity Investments, Boston Design
Center and the Seaport World Trade
Center, to name a few. Many customers
greet John personally, thanking him, “I
make sure I don’t leave anybody
At World Trade Center
Station, John expertly lowers the entrance of the bus to
accommodate a customer in
a wheelchair. She easily
slides into the center aisle.
“Thanks for letting me get
on first,” she smiles.
“You come first,” John
Quilter assures her, as customers
eagerly board.
Surveys Reveal Silver Line Customer Satisfaction
Almost every day, 14,000 customers
ride the Silver Line Washington Street
while another 15,000 take the Silver
Line Waterfront. To meet their service
expectations, we strive to learn their
preferences and listen to their suggestions. That’s why we conducted a survey of Silver Line customers, in
conjunction
with
The
Central
Transportation Planning Staff. This
group is an adjunct branch of the
Boston Metropolitan Organization.
Hundreds of surveys were distributed
on both Silver Line routes, in studies
that took place between 2005 and 2007.
Out of an estimated total of 1,754
respondents, the results reveal the different natures of each line and the similar service criteria both customer
groups desire.
Since its inception, Silver Line
Waterfront service has gradually built
a loyal daily ridership. It is also the one
MBTA line that experiences the greatest fluctuation due to holiday-based
increases of customers traveling to and
from Logan Airport.
Melissa Dullea, MBTA Manager of
Service Planning, describes the line –
“Silver Line Waterfront service serves
Logan Airport and the growing South
Boston Waterfront. It works in concert
with the other MBTA services in downtown Boston. Most customers take
advantage of the free underground
transfer to/from the Red Line at South
Station.
Others, especially South
Boston Waterfront employees, transfer
to and from the Commuter Rail.
Because so many trips are work-related, waterfront ridership is heavily concentrated during rush hours.”
came in third, at 20.7%. These consisted mostly of passengers going to work
at the Airport and a small ridership
segment bound beyond the Airport to
work locations in East Boston. Airport
business trips were fourth at 12.3%.
Karen Burns, Chief of Silver Line
Operations describes Silver Line customers – “The customer base for the
Silver Line Waterfront is mostly working folks. Since the opening of the
ICA, we do get a lot of folks traveling
to that museum as well as the
Children's Museum and the Bank of
America Pavilion. Plus, plenty of folks
heading to Logan Airport.”
On the other hand, Silver Line
Washington Street runs directly
through four busy Boston neighborhoods. Of those surveyed, most riders
depart from home to work and ride
inbound, primarily from the South
End, followed by Roxbury and finally
South and North Roxbury.
Like Waterfront customers, surveyed
Washington Street customers rate reliability as one of the three most valued
service qualities offered by the MBTA.
A notable difference is Silver Line
Washington Street customers are urban
based. Their transportation decision is
based on necessity, as evidenced by
24.1% citing that the Silver Line
Washington Street is, “the only transportation available” and 22.9% stating
the line is a thrifty way to travel.
Inbound/outbound trips starting or
ending at home to and from work
accounted for the largest share.
The same strategies for other surveys
previously conducted by the MBTA
were followed for these two surveys.
The surveys were distributed for onboard trips in both directions between
6:00 a.m., and 3:30 p.m. during weekdays. Survey results were based on
three questions; Trip Purpose, Reasons
for Using Transit, and Prior Alternate
Means of Transportation. Passengers
filled in where they were before starting the trips, and where they would be
at the ends of their trips. An estimated
1,052 respondents submitted forms on
Silver Line Washington Street, and 702
forms completed by Silver Line
Waterfront riders. The survey results
reveal the similar service criteria both
customer groups desire as well as the
unique nature of each line.
“The line serves a major transportation
hub at Dudley Square Station, and
many other commercial and residential
districts in-between,” observes Melissa
Dullea. “Although many customers
use the Silver Line for work trips, it’s
also used for school, shopping, medical appointments, and a number of
other trip purposes.”
When examining key
survey statistics, one
finds that “convenience” is a top priority
for both Silver Line
Waterfront
and
Washington Street customers. In the future,
Phase III will provide
the connection of the
two MBTA Silver Line
services, creating a
seamless connection to
other MBTA lines.
The survey confirms that nearly all
Silver Line Waterfront boardings take
place at South Station. Outbound trips
starting from home to work accounted
for the great majority of trip purposes
at 85.5%. It also reveals that the most
prominent trip purpose is to reach
Logan Airport, at 39%.
Trips not based either at home or at
work came in second, at 22.8%, traveled primarily by tourists. Work trips
The Silver Line is a transportation lifeline for urban dwellers, students,
professionals and visitors to Boston.
Art on the Wings of the Silver Line
After a celebrated debut, Boston’s new
Institute of Contemporary Art has
become a magnet for tourists and art
lovers from around the world. People
are drawn to this new facility for innovative exhibits and its stunning architectural design. Overlooking Boston
Harbor, many museum visitors choose
the fastest, most economical way to get
there: the Silver Line Waterfront.
"The South Boston waterfront is quickly becoming one of the most dynamic
areas in the city, and the Silver Line
makes it so accessible," comments Paul
Bessire, Deputy Director at the ICA.
"For just a few dollars, people can zip
over here to explore the museum,
Fly to Logan on the Silver Line
Sunday afternoons have never been
more relaxing. Especially for Logan
Airport-bound travelers who are
weary of driving in traffic, or paying
high taxi cab fees. The Silver Line
Waterfront is stepping up service to
accommodate more customers than
ever before, because Sunday afternoons are the busiest time of week at
Logan.
Starting this fall, on Sundays from
enjoy our family programs, dine overlooking the harbor, or see a show that
they won't see anywhere else. We're
bringing the best of today's art, performance, and ideas to Boston, and the
Silver Line is bringing Boston to the
ICA."
Architectural achievement, inside and out.
noon to midnight, the number of
Logan-bound Silver Line Waterfront
departures per hour will be increased
from five to 7 ½, reducing the average
time between buses from 12 to 8
minutes.
Since 2005, Silver Line service to Logan
Airport ridership has increased from
2,000 to 3,500 daily boardings. “With
the growing ridership, it’s essential
that we increase service levels so that
Silver Line Survey Results
Silver Line Washington Street Customer Survey 2005
supply continues to meet demand,”
said MBTA General Manager Daniel A.
Grabauskas. “There are several ways
to get to the Airport, but the Silver Line
has proven itself as the mode of choice
for thousands of customers every day.
Priced at a CharlieCard fare of $1.70,
the Silver Line trip to Logan is less
than the cost of a cab before it’s even
left the curb.”
Silver Line Waterfront Customer Survey 2007
The most common prior means of transportation reported by Silver Line
Washington Street riders was MBTA bus Route 49 at 39.9% on inbound
trips and 31.9% on outbound trips
50.8%
Inbound/Outbound Logan riders used the MBTA subway prior to taking
the Silver Line at 37.6%, followed by Drive Alone at 15.3%
Reason for taking the Silver Line Washington St.:
Convenience
55.8%
29.9%
31.7%
35.5%
Reason for taking the Silver Line Waterfront:
Convenience
Cleanliness of Vehicles: Above Average
Best Customer Service quality: Announcement of
stops – Excellent
On-board Personal Safety Protection:
Above Average
Contact Information
Most valued service quality: Reliability
Vehicle cleanliness: rating “Above Average/Excellent”
Courtesy: 71.1% rating “Above Average/Excellent”
84.0%
90.5%
86.9%
71.1%
•Dig It! is produced by MBTA Marketing Communications. If you would like to contribute an article or be added to our mailing list, please call (617) 222-6950.
•Silver Line Communications & Community Development Office (617) 222-6950
•For more information or for an alternate format of this document please call 617-222-3200, TTY 617-222-5146 or visit mbta.com.