On March 6, 2025, at the CREW Boston monthly luncheon, the chapter hosted “A Conversation with MBTA General Manager and CEO Phillip Eng." The discussion was led by CREW Boston member and current Board of Director Amy Prange, P.E., Vice President of Development, Seaport at WS Development. The conversation focused on GM Eng’s goals and accomplishments for the MBTA system since taking on the role in 2023. The engaging discussion covered a wide variety of topics relative to the MBTA service improvements, employee value, and ridership with an emphasis on building trust with the community.
Some of the improvements resulted from providing the needed funding and focusing on basic repairs to tracks and access, fundamental to providing safe reliable ridership. Improvements detailed during the conversation included that system is now free of speed restrictions, has implemented an Income Eligible Fare program, a contactless payment system, station accessibility upgrades, and new trains and buses, all improving the rider experience and providing time savings.
There is more to do but his approach is to meet riders where they are. He spends a lot of time himself riding the systems, commuting to and from work, and talking to riders. If the new workforce requires flexibility, the MBTA services also need to be more flexible i.e. providing more mid-day commuter rail service for part time workers. One of the items he is noted is the increased use of the commuter rail and ridership even on weekends. The commuter rail is used by the public coming into the city for events and weekend activities, not just commuting to work.
GM Eng has also led a significant focus on culture and employee value. He emphasized the skill and knowledge of MBTA employees, as often they are the best people to share knowledge and provide recommendations for improvement. However, previously there may not have been a mechanism to act on suggestions so it could lead to discouragement. GM Eng expressed his belief that MBTA employees are proud of their work and provide the best performance when they are recognized and appreciated for it and is working to turn that around.
Member questions and comments at the end of the luncheon conversation came from a variety of MBTA riders who expressed appreciation for such items as improved reliability and elimination of slow zones. We are all looking forward to continued improvements with the MBTA system under GM Eng’s enthusiastic energy and leadership.
