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ATTLEBORO -- Local commuters irate about a proposed $31 a month fare hike might vent at one passenger, if only they knew who he was.

Attleboro resident Steve Urban is chief transportation officer for the Massachusetts Bay Commuter Railroad Co., which has managed and run Boston's commuter rail system for more than six years. The MBTA hired Urban's employer.

Urban oversees everything the trains do each day, from dispatch to passenger safety.

Urban says he's among those riding the Attleboro train to Boston every day, a trip the MBTA has proposed making more expensive for commuters by $31 a month.

Urban says he responds to commuters' complaints about the proposed 19.5 percent fare hike "with empathy." "Though our role has nothing to do with fares the MBTA sets, we understand the emotions

associated with higher prices. We also understand the T's need to raise revenue," said Urban, who has worked more than 33 years in the railroad industry.

"As you know, the T receives a major part of its funding from the state sales tax, which has been performing below expectations in recent times. At the same time, the MBTA has accrued significant debt, expanding service that was legally required because of the Big Dig process. As a result, the T now spends 28 cents out of every dollar to repay its debt and interest on the debt. This is a difficult situation for everybody, especially the T."

This interview was conducted by e-mail.

SUN CHRONICLE: Gas prices and train fares are both increasing. Is this the toughest time for commuters you've seen over your career?

STEVE URBAN: Not at all.

In fact, commuter rail has always been a viable travel option for people who prefer not to pay for things like gas, parking, and wear and tear on their cars. There's also a certain sense of romance and history associated with train travel.

For Attleboro-area commuters, the best thing about commuter rail is the option of more than 30 weekday trains to travel into and from Boston. Commuters can enjoy the benefits of innovations like free WiFi on coaches and knowing that there are Automated External Defibrillators onboard in case of sudden medical emergency, which we are the only commuter rail system in the country that has them.

SC: Do you envision fares ever decreasing? What would it take?

URBAN: That's not a question I can answer. The real question for commuter rail passengers is how quickly they can see improvement in their trips. Things like update automated information signs at stations (which will count down the time before the train arrives), improved ticketing like the Charlie card which could be used to pay for parking as well as rail fare, new equipment locomotives and cars.

Customers expect and deserve a superior level of service, which is our mission.

SC: How modern is the Providence-Stoughton line compared with other commuter rail routes?

URBAN: That's a great question.

Most people don't realize that different companies maintain and dispatch the various commuter rail lines. The Attleboro/Providence line is dispatched by Amtrak under contract with the MBTA. The line was rebuilt during the late 1990s to support the high speed Acela trains. Maintenance issues are a critical factor in terms of On Time Performance and reliable service.

SC: Riders often complain about the lack of air conditioning on the Providence-Stoughton trains. How are you addressing that this summer?

URBAN: This is surprising to hear because air conditioning on trains has been excellent since the summer of 2007.

In fact, the T has made significant capital investment in the equipment over the past two years, which allowed us to replace air conditioning units on 157 coaches, upgrade temperature control units on 131 coaches, and replaces over 6,000 windows in the single level fleet that has become pitted with age. As a result, MBCR's "hot car" percentage - which represents the number of coaches in service with malfunctioning equipment - has averaged approximately 1 percent or roughly three to four coaches, out of 356 in service, for that past 2 1/2 years.

SC: And what draws the most praise?

URBAN: Typically, the good work of the onboard crews yields the most commentary. Nothing replaces good customer service.

SC: How often do you take the train into work?

URBAN: Every day. I can't think of a better way to travel.

SC: What is the most scenic stop on the Providence-Stoughton line?

URBAN: There are lots of interesting vistas, but I especially like seeing the sun rise over the Neponset watershed near the Route 128 station.