To a T: How Phillip Eng got Boston's subway system back on track


To address issues with the city’s old, slow subway system, Boston's MBTA implemented an aggressive repair and staffing strategy that included replacing 250,000 feet of aging track and expanding the workforce from 5,700 to 8,000 employees through increased wages and sign-on bonuses. As a result, on-time performance soared from 25% to 92%, rider satisfaction nearly doubled, and the system now runs 278 more trains daily.

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