Case Study: MBTA streamlines Youth Pass applications across 19 municipalities with SimpliGov

MBTA launches Youth Pass across 19 municipalities in under 3 months with SimpliGov

The MBTA, which operates Boston's public transit system, faced the challenge of modernizing its Youth Pass Program. They needed to integrate a new application process across 19 different municipalities and a card fulfillment center. Their goal was to create a consistent, easy-to-use experience for citizens that could also account for complex eligibility requirements based on age, residency, and participation in partner programs. They partnered with SimpliGov to implement a digital solution.

SimpliGov provided a smart, ADA-compliant online application form that automatically routes submissions to the correct municipality based on zip code. The solution featured upfront eligibility questions and customized error messages, streamlining the process. As a result, the MBTA processed over 4,000 applications in the first 2.5 months with only a 3% denial rate, delivering cards to approved riders within five days. SimpliGov enabled the program to launch across all 19 cities in less than three months.

MBTA