I’ve spent a fair amount of time slagging the MTA, so I want to make sure I don’t overlook the things they do right. Recently I learned about the agency’s NextGen Bus Study, which is an effort to redesign the bus network with an eye toward building ridership. This is an important step. Ridership has been declining for years now, and the MTA really needs to rethink what it’s doing. I was glad to hear that they were taking a good, hard look at the bus system, and I was wondering what kind of public outreach they’d be doing.

That outreach has taken the shape of Telephone Town Halls, so far two of them, held earlier this month. It’s a virtual town hall meeting where people can join using their phone or their computer. MTA staff members were on hand, and they took questions directly from callers. At intervals they asked the audience to take quick surveys, and the results were revealed wihin minutes.

I thought it was great. While I still think public meetings in physical spaces are important, I loved the fact that I could participate while sitting in my living room. I was afraid most of the meeting would be about bureaucrats explaining spreadsheets, but my fears were unfounded. The bulk of the time was given to answering questions from participants. And it was interesting to learn from the surveys what other peoples’ priorities were.

Two of these virtual town halls isn’t nearly enough. This one was actually split between the NextGen Bus Study and a discussion of budget issues. I hope the MTA schedules more of these focussed specifically on redesigning bus service. I think the decline in ridership is in large part due to the fact that the agency has lost touch with its core ridership. They really need to find out what people want, because otherwise the declines will continue.

And along those lines, I hope the MTA plans to reach out specifically to the low-income immigrant communities that depend on busses to get around. I noticed they did provide Spanish translation at the town hall I attended. I hope they were also providing translation in other languages. Many of the people who ride the MTA don’t speak fluent English, and their voices need to be heard.

But this was certainly a step in the right direction. I’d definitely log on for another one of these.

NextGen Bus Study