The Massachusetts Bay Transportation Authority (MBTA) is in hot water after a recent safety audit, conducted by State Auditor Diana DiZoglio’s Office, revealed some serious safety training and contract management issues. Spanning a period from January 1, 2021, to December 31, 2022, this audit is merely the initial part of an extensive review focused on the MBTA’s performance, particularly concerning an outsourced contract for customer safety and service, as reported by mass.gov.
Since outsourcing to Block by Block (BBB) in 2018, the MBTA's red-shirted customer service ambassadors have been sorely lacking in crucial safety inspections. According to the audit findings, visual station checks were completed late 94% of the time, and, the MBTA did not ensure necessary safety and operations training for all BBB employees before sending them to their subway stations assignments. Auditor DiZoglio remarked on the importance of this training, saying, “Sending employees into the field without proper training increases safety risks for the public, stations, and the employees themselves,” according to mass.gov.
The report shines an uncomfortable light on inadequate contract management at the MBTA, which increases the likelihood of safety hazards and maintenance issues going undetected, thereby putting riders and employees in potential danger. DiZoglio emphasized this point in her audit, stating, “Our audit of the MBTA has revealed significant gaps in safety training and contract management, which puts riders, employees and the public at risk.” She further mentioned that the current contract was established during a "loophole period" when the Taxpayer Protection Act didn't apply, allowing this oversight to occur, as noted by mass.gov.
The released audit also highlights the failure to set up service-level agreements with the vendor as initially indicated by the MBTA’s 2017 Request for Proposals. Despite expressing interest in moving towards active contract management, no such agreements were developed, leaving riders, employees, and taxpayers to question the effective use of millions in public funds.
In response to the findings, the Office of the State Auditor plans a follow-up in six months and calls for swift corrective actions by the MBTA management. With public safety and trust at the forefront, the weight of accountability now rests on the transit authority's shoulders to clean house and tighten up their contractual and training operations.
