Case Study: MBTA streamlines Youth Pass applications with SimpliGov

SimpliGov Makes MBTA’s Youth Pass Application Process A Smooth Ride

The Massachusetts Bay Transportation Authority (MBTA) needed to digitize its Youth Pass Program to make public transit more affordable. Their challenge was to create a secure, online application and card fulfillment process that could handle complex eligibility rules across 19 different municipalities while meeting strict technology and accessibility standards, all within a very ambitious timeline. The MBTA turned to SimpliGov's digital form and workflow automation solution to address this.

Using the flexible, no-code SimpliGov platform, the MBTA implemented a customized online form and automated workflow that streamlined the entire process from application to card fulfillment. The solution was launched in under three months and processed over 4,000 applications in its first few months with only a 3% denial rate. SimpliGov enabled the MBTA to get approved cards to riders within five business days, successfully making the transit system more accessible for low-income young adults.

MBTA

David Gerstle

Chief Digital Officer