Service standards are where those decisions get made — and getting them right means the difference between a system that works for everyone and one that leaves people behind.

EHI partnered with Nelson\Nygaard to review and revise service standards and policies for the Ann Arbor Area Transportation Authority (AAATA) as part of TheRide 2045, the agency’s long-term vision and strategy for transit. Approved by AAATA’s Board of Directors in 2022 — the same year voters approved a five-year transit millage to fund its first phase — TheRide 2045 set ambitious goals for the system: expanded service frequency, overnight service, improved access, and reduced commute times, all centered on social equity and economic, social, and environmental vitality.

EHI’s role goes to the heart of how those goals become reality. Service standards determine how system resources are allocated across all modes of service AAATA operates today or will operate in the near future — and any new method of allocating resources must afford equitable access to all users.

Our team’s work began with a hard look at what was already in place. We examined the effectiveness of AAATA’s current service standards, reviewed industry best practices, and benchmarked standards from peer agencies across the country. From that analysis, we developed recommendations for revised standards designed to be clear, defensible, and equitable.

Public input was built into the process from the start. EHI developed a one-page project website that explained the recommendations in plain language and served as a platform for collecting public feedback — making a technical planning exercise accessible to the riders it ultimately serves.

The final phase incorporated public and client input into a package of final products: revised service standards, a technical report documenting the development process, and practical guidance for how AAATA can apply and use the standards going forward.

Service standards rarely make headlines, but they shape every rider’s experience — how long they wait, how far they walk, and whether the system shows up for them. By grounding AAATA’s standards in best practices, public input, and equity, EHI helped TheRide deliver on the promise of TheRide 2045: connecting people and place, one route at a time.