How Stoneham's Shuttle Evolved with Community Engagement

Challenge: A City Ready to Move, Held Back by the Wrong Service Model

Stoneham sits just north of Boston, well within reach of the MBTA commuter rail but without reliable local connections for residents who need them most. Seniors, car-free households, and commuters trying to reach the train station all faced the same problem: the last mile was the hardest mile to make.

The town secured a three-year grant through the Boston MPO Community Connections Program to fund a solution. The goals were clear: reduce single-occupancy vehicle trips, ease parking hassles downtown, and give every resident an easy way to get around the city. The Stoneham Shuttle launched in November 2024 with an all-electric fleet and ADA accessibility built in from day one.  

The initial service was structured around virtual stops, a set of fixed locations where riders could request pickups and drop-offs, consistent with the parameters of the town's RFP. The shuttle was launched, the community tried it out, but ridership wasn't where it needed to be.

Solution: One Recommendation Closed the Gap

Circuit's team monitors program performance closely after every launch and brings recommendations to its partners when the data points to a better path. In Stoneham, the pattern was clear: the virtual stop model was creating friction that was keeping riders away. People weren't adjusting their lives to fit the stops, instead they needed the service to come to them.

Circuit recommended a transition to fully point-to-point, on-demand service and an expansion to include Greenwood, a nearby MBTA commuter rail station. Riders could request a pickup from wherever they were and be dropped off exactly where they needed to go. The change went into effect, and ridership responded almost immediately.

That willingness to evolve mid-program is central to how Circuit works. A launch is a starting point, not a finished product, and the best outcomes come from treating the first months of service as an opportunity to learn and improve.

The Results: Ridership Spiked and Continues to Increase

The shift to fully on-demand service produced a rapid and sustained climb in ridership. Currently, the service moves over 1,500 passengers a month with an average wait time of 8 minutes, and rave reviews from the community with ratings sitting at 4.97 out of 5.00.

The riders telling the story are the same ones the program was built for: seniors getting to appointments, residents heading downtown, and commuters connecting to the MBTA without having to drive and park.

"It's made a big difference, especially for people without cars or who can't drive," said Claude Blanc, a 15-year Stoneham resident and Circuit driver. "I gave a ride to an older person who hadn't left home in days. They thanked me and said it made their whole week."

Circuit's Driver Ambassadors have become a familiar presence in the community. "A lot of people in town don't have the means to get around," said Samuel Anacreon, a Circuit driver. "You can feel the gratitude when you help someone who really needs the ride."

The shuttle has freed up parking at train stations and downtown, and for many residents it has opened up access to the town's commercial and social life that simply wasn't there before. Stoneham set out to build something that works for everyone. Circuit helped them get there.

If your city is looking for a partner who will stay engaged after launch and push to make your program as impactful as it can be, Circuit is worth a conversation. Reach out to learn more.