Opinion: NTD celebrates ridership growth one year after risky overhaul

Overhauling the entire operation of a public transit network is a risky undertaking no matter how badly an overhaul is needed. One year ago this month, the Norwalk Transit District (NTD) unveiled a completely new approach to our bus routes and everything we do, and today I’m proud to report that the risk paid off beyond our expectations.

Ridership is up a staggering 30% from this time last year. We are providing more timely service to more people with fewer vehicles. By every measure, the changes we implemented in August 2025 through a project we called ‘NTD Ahead’ have resulted in success, and every member of the NTD staff deserves credit for that success.   

As with any overhaul of any system, a great deal of work was required behind the scenes. 

Prior to the launch of these changes last Aug. 11, we worked for 18 months on a Comprehensive Operational Analysis (COA).  This analysis was performed with the support of a consulting team at Nelson\Nygaard, an internationally renowned transit planning firm. 

We envisioned a 12-to-14-month process to include network analysis, stakeholder interviews and public participation. As we dug deeper, we requested an additional 6 months for further analysis and to fine tune the details. Nelson\Nygaard accommodated our request at no additional cost. 

From the outset, NTD staff showed an eagerness to drive change and implement a new network. We obtained approval from CTDOT and the Mayor’s office, and on August 11, 2025, with the support of the NTD Board of Commissioners, we embraced full implementation — a network overhaul that felt like a lofty endeavor for a new CEO delivering on a promise to Norwalk’s Legislative delegation, which had threatened to dissolve the NTD.  

We knew that a complete bus network overhaul would not be easy, as it would affect everyone involved — the general public and our entire staff – and everything we do. Technology systems, workforce schedules, service monitoring, and vehicle maintenance schedules were about to change. Such a comprehensive overhaul of operations could inherently cause confusion for thousands of riders and face pushback from staff. 

I’m proud to say that our worst fears never materialized. Our dedicated staff, with support from CTDOT, City officials, the Nelson\Nygaard team and the Norwalk Legislative Delegation, embraced the change with enthusiasm. The implementation also gained support from community advocates, including Sustainable Streets members, who helped reinforce the push for a “Fare Free” roll out to ease the transition for riders during early implementation. 

With a short period of free fares solidified, NTD deployed a team of transit ambassadors consisting of employees, consultants and enthusiastic volunteers who assisted riders on the streets, particularly at the Burnell Bus Hub and SoNo Train Station. Transit ambassadors handed out pocket schedules and directed passengers to bus boarding locations at Burnell Boulevard, which was converted to two-way traffic on implementation day.

NTD’s network change essentially broke down what inadvertently evolved as a fragmented service model consisting of a confusing 14 routes, with differing routes and timetables depending on the day of week. 

With this overhaul, we consolidated 14 routes into 7 longer routes, and enhanced transfer capabilities centered around 3 primary routes at the core of the new network, which covered Norwalk’s main corridors of CT Ave, Main Ave, East Ave and West Ave. The reallocation of resources enabled NTD to expand evening and weekend service and introduced 15-minute frequency during peak hours. 

With a new foundation for Norwalk’s bus network, NTD is now focused on improving transit amenities such as benches and shelters, wayfinding signs, expanding fare options, enhancing marketing and community partnerships, supporting economic development and yes — continued ridership growth. 

This system overhaul was so comprehensive that it earned recognition at the American Public Transportation Association’s Sustainability/Operations Planning and Scheduling Workshop in St. Louis earlier this month, where I was honored to provide a presentation about the improvements. 

In reflecting on our success, I’d like to thank the NTD drivers, maintenance and administrative staff for embracing change, for their continued hard work and commitment to serving the public. Transit workers are often unsung essential workers in the shadow of first responders. I also want to express my gratitude to our stakeholders and Senator Duff, who has challenged our agency while offering support for service enhancements.

Lastly, on behalf of all of us at NTD, I extend a special thank you to our valued passengers for enabling the Norwalk Transit District to embrace our mission of moving Southwest Connecticut forward. 

Editor’s note: This piece is an opinion article. The views expressed are solely those of the author and do not necessarily reflect the perspectives of the publication or its staff.