Improved Uptime and Performance

Our agreement with Cubic is a performance-based contract that holds them accountable for system performance—including system reliability, preventative maintenance, and an efficient response to any issues. That means, when something breaks, Cubic will know about it before Twitter does, and they’ll send someone out to fix it quickly.

Maintenance Responsibilities

Cubic is responsible for maintaining the system for ten years after the initial rollout. This includes keeping all of the equipment in good working order. Since the company that’s designing the equipment is also manufacturing the parts for the equipment, you can expect quicker resolution on maintenance issues like broken gates or fare vending machines not accepting payment.

Payments Linked to Milestones

As the system is being implemented, the MBTA will not make progress payments for the performance of implementation work. Available payments, based on key milestones that make the system available at a high level of service, will be phased in based on how they are defined in the contract.

We will make payments at 3 key milestones:

  1. Availability Payments for Transactions (APT) cover costs associated with customer transactions like credit cards, cash, and retail sales. They are variable, and made on a monthly basis.

  2. Availability Payments for Capital Investment (APC) cover the costs associated with system implementation, including financing costs. These are monthly payments that begin when certain milestones are achieved.

  3. Availability Payments for Operations & Maintenance (APO) cover the costs of ongoing system operation and maintenance. These are monthly payments, adjusted for inflation, which begin when certain milestones are achieved.

Chart showing phase-in of payments as key milestones are reached.

Chart showing phase-in of payments as key milestones are reached.


Performance Standards

The contract defines Key Performance Indicators (KPIs) for each part of the payment system. When an issue comes up, it will be considered in relation to the following guidelines:

  1. The overall impact, including the number of devices and users affected

  2. The severity of impact

  3. How long the problem lasts

  4. How long it takes to fix

  5. Whether it’s a new or recurring issue

  6. Where and when it occurs, for example at a busy station during an event or during off-peak travel times

Deductions for Failure to Meet Standards

Cubic is required to monitor system performance and report results back to the MBTA. Cubic’s monthly availability payments will be subject to performance based deductions of up to 50% if they fail to meet KPIs.