Staff Report #1
September 16, 2025
To All Members of the Accessible Public Transit Service Advisory Committee
Re: Primary Service Provider for Specialized Service – Request for Proposal
Recommendation
The report be RECEIVED for information.
Background
Since 1998, the delivery of specialized transit services has been undertaken utilizing a contracted service provider who supplies the vehicles and drivers. Contracts have been issued for an initial five-year period, with the option of a two-year renewal upon agreement of the parties. The total seven year term of the contract is consistent with the useful life of vehicles utilized to provide the service. The split between the initial five-year term and the two-year extension provides an incentive for the service provider to ensure satisfactory performance in the initial period in order to have the opportunity for the extension. It also affords either party with the opportunity to opt out after the initial five year period.
The two year renewal on the current contract has been exercised, and will expire on July 31, 2027. Given delivery timeframes for vehicles has been in the 18 month range from date of order, the next contract needs to be awarded by the end of 2025 in order to ensure adequate time to the successful bidder to procure vehicles and ensure they are ready for service on August 1, 2027. As set out on the Commission’s 2025 Work Program, a request for proposal is scheduled to be released in late summer/early fall, with an anticipated contract award in November.
Consistent with past practice, administration undertakes a review of the current contract in advance of request for proposal issuance in order to update any provisions that require adjustment based on the experience over the contract term. As part of this review, the Accessible Public Transit Service Advisory Committee (APTSAC) is provided the opportunity to provide input and recommendations to the Commission with respect to any provisions they feel need to be included relating to the accessibility of the service. A report outlining the provisions of the current contract was presented to APTSAC at the August 12, 2025 meeting.
At the same meeting, a communication was received that provided a rider’s perspective of features of the specialized service provided in Ottawa (Ottawa Para-Transpo). The Committee requested that a report be provided at the September meeting that provided greater insight in what options included in the Ottawa Para-Transpo communication were relevant to the upcoming Request for Proposal. Further, the Committee requested a recap of the annual specialized customer service report as well as year to date numbers of customer contacts received. The remainder of this report provides the requested information as well as a recap of the items that are included in the Request for Proposal.
Review of OC Para-Transpo Communication
Each of the items in the communication dated August 12, 2025 were reviewed for relevance to a Primary Service Request for Proposal. This review was undertaken to identify those items that could be considered as part of a Request for Proposal, and those that could be considered as part of future Work Program initiatives.
Web-based App – OC Para-Transpo utilizes a web-based app that allows registrants to book trips, view trip details, and manage trips. The customer portal that is available to London Transit’s Specialized registrants provides similar functionality. The functionality of the booking software is wholly under the purview of London Transit and is not referenced in any manner in the Service Provider Request for Proposal.
Types of Trips – OC Para-Transpo has demand and subscription trips, the same as London Transit. The determination of trip type falls under the purview of London Transit in compliance with related legislation (AODA) and is not referenced in any manner in the Service Provider Request for Proposal.
Cancellation Phone Line – OC Para-Transpo offers a dedicated “cancellation line” that registrants can call to cancel a trip. London Transit riders can call the booking line or utilize the passenger portal to cancel their trips.
Booking Line Call Back – OC Para-Transpo offers registrants the option to receive a call back from a booking agent versus waiting on hold. London Transit does not currently offer this, however since the implementation of the new scheduling software, the current average wait time for customers in the booking line queue is 2.5 minutes.
Door to Door Service – OC Para-Transpo provides door-to-door service. London Transit also provides door-to-door service, ensuring customers are assisted out of the outermost door at pick-up and through the outermost door at drop off.
Seven Day Booking Window – OC Para-Transpo allows customers to call up to seven days in advance to request a trip. London Transit’s current booking window is three days. It should be noted that London’s previous booking window was seven days, and it was reduced to three days at the request of customers and on the advice of the Accessible Public Transit Service Advisory Committee at the time. A review of booking window options is included in the Five Year Service Plan for Specialized Services, noting this is entirely within the purview of London Transit and is not referenced in any manner in the Service Provider Request for Proposal.
Fares and Fare Payment Options – Fare options offered on specialized services must match those offered on conventional services in order to comply with the Accessibility for Ontarians with Disabilities Act (AODA). Discussions regarding changes to fares and/or fare categories are not relevant to the Service Provider Request for Proposal.
Taxi-Coupon Program – OC Para-Transpo offers registrants of their service the opportunity to purchase coupons which provide for discounted taxi rides. This program is offered as an alternative to rides on specialized transit to those who prefer this method of travel. Implementation of such a program in London would require a comprehensive review as well as a source of funding to cover the discounts offered. This may be a program that APTSAC would like further information on, and this could be included as an initiative on the next Accessibility Plan. The existence of a program of this nature, should it be implemented, would not preclude the need for a Service Provider Request for Proposal.
As noted in the previous discussion, the elements highlighted in the Communication are all items that are within the purview of London Transit’s policies and procedures, and are not items that would be referenced in the Primary Service Provider Request for Proposal. Should members of APTSAC wish to discuss these items further, they should be raised as part of the Accessibility Plan discussion which is scheduled to take place later this fall. Consideration of changes to policies and procedures require in-depth analysis of the proposed change and would also include consultation with riders, and as such, could be added to the 2026-2030 Accessibility Plan as program initiatives that would be prioritized and scheduled as part of the Annual Work Planning process.
Customer Contacts
At the previous meeting, APTSAC requested that customer contact data be provided for reference during discussions relating to the Primary Service Provider Request for Proposal. Similar to the contents of the Communication relating to OC Para-Transpo, many of the categories of complaints that are tracked in the Customer Contact database related specifically to the elements of the specialized service that London Transit is responsible for.
The following table provides a summary of the previous three years of service-related complaints as well as the complaints collected in the first eight months of 2025. The 2025 data cannot be directly compared to previous years as it only represents a portion of the year, however it is provided for reference purposes.
Total Service Performance Complaints by Category
| Complaints – Service | 2022 | 2023 | 2024 | 2025 YTD |
| Accessibility | 19 | 14 | 13 | 5 |
| Early Schedule | 6 | 3 | 7 | 4 |
| Late Schedule | 29 | 24 | 24 | 74 |
| Missed Passenger | 4 | 2 | 5 | 3 |
| No Show | 16 | 32 | 50 | 80 |
| Passenger Conduct | — | — | 9 | 23 |
| Routing | 5 | 6 | 11 | 11 |
| Service received | 101 | 91 | 116 | 278 |
| Trip Availability | 61 | 36 | 15 | 44 |
| Vehicle | — | — | 24 | 9 |
| Warning Letter Response | 1 | 1 | 15 | 34 |
| Total | 242 | 209 | 289 | |
| Per 1,000 riders | 1.0 | 0.9 | 0.9 |
As the table indicates, the average over the previous three years for service performance complaints is approximately one complaint for every thousand rides provided. The top category of complaints over the period has remained “service received”, which includes issues such as length of trip, drop off locations, pick-up locations, and in 2022, issues relating to remaining pandemic-related mandates and enforcement of same. A significant number of the complaints in this category in 2023 and 2024 were directly tied to the nature and extent of construction projects and related road closures and detours in place throughout the city. Preferred pick-up and drop off locations in many cases needed to be altered, and the length of trips was extended noting traffic in general was slower throughout the city. Specific to 2025, the majority of complaints in this category occurred in the first few months of the year when the new system implementation was in progress and as riders, staff, and drivers all became familiar with the new system. Issues of this nature are considered to be the responsibility of London Transit to address.
High numbers of complaints in these categories may indicate the need for a policy review, which would be part of the Accessibility Plan as discussed earlier.
The Vehicle category was added to the database in 2024 to separate out customer commentary regarding the new ProMaster vehicles that were added to the fleet, as such there were no contacts reported in this category in the previous two years. Limiting the use of these vehicles to ambulatory trips only has resulted in a decline in contacts in 2025.
In addition to the customer contacts collected each year, the results of previous Voice of the Customer surveys also provide insight into customer priorities for the service as well as levels of satisfaction. The following table provides the levels of satisfaction for the service aspects identified by customers as priority items over the previous two surveys.
2023 & 2024 Voice of the Customer Results
| % Agree | ||
| Voice of the Customer Statement | 2023 | 2024 |
| · Service is on-time | 91% | 84% |
| · Trips are available when I need them | 64% | 78% |
| · The bus takes me where I need to go | 97% | 91% |
| · It is easy to book a trip | 54% | 66% |
| · Bus fares are reasonable | 95% | 97% |
The items identified by survey respondents as priority items, when coupled with low levels of satisfaction, provide insight into areas that require attention going forward. The ease of trip booking scores from 2023 and 2024 were key inputs into the business case to replace the booking system to provide customers with more options for booking trips. The items included in the above tables are the responsibility of London Transit and as such, would not be referenced in the Service Provider Request for Proposal.
Customer contacts relating specifically to the drivers are also tracked and reported on in both the annual customer service reports and annual Voice of the Customer surveys. The tables below provide a summary of this information.
Total Driver Complaints by Category 2022-2024
| Complaints – Driver Performance | 2022 | 2023 | 2024 | 2025 YTD |
| Driving Unsafe | 10 | 19 | 38 | 18 |
| Attitude/Treatment | 74 | 87 | 156 | 127 |
| Total | 84 | 106 | 194 | |
| Per 1,000 riders | 0.4 | 0.4 | 0.6 |
2023 & 2024 Voice of the Customer Results
| % Agree | ||
| Voice of the Customer Statement | 2023 | 2024 |
| Drivers are helpful | 94% | 97% |
| Drivers operate the vehicle safely | 92% | 97% |
As the tables indicate, while there are complaints regarding driver attitude and safe driving, they have averaged less than one complaint for every 1,000 riders over the past three years. In addition, satisfaction levels from Voice of the Customer survey respondents increased in 2024 over already high levels in 2023.
The category of Driver Attitude/Treatments saw a significant increase in 2024, which has carried over into 2025. A review of these incidents identified that the majority of conflict between the drivers and customers was in regard to the route the driver was taking, the driver utilizing the wrong door for pick-ups, and issues related to the implementation of the new software noting drivers required time to become familiar with the new manifests and the manner in which trips were assigned. In the case of complaints alleging a significant driver performance issue, all information is forwarded to the contractor for investigation and follow-up, including a report back to London Transit administration regarding the outcome of the investigation and any actions taken.
Service Provider Request for Proposal Requirements
This section of the report provides an overview of the various requirements set out in the Service Provider Request for Proposal and includes commentary with respect to items administration is considering amending in the upcoming Request for Proposal.
Service Provider/Driver Expectations
Expectations of the service provider/drivers are something that is included in the Service Provider Request for Proposal, with reference in the current contract including the following:
- Bidder must comply with all applicable legislation including but not limited to: Ontario Human Rights Code (OHRC), Accessibility for Ontarians with Disabilities Act, 2005 (AODA), Highway Traffic Act, Employment Standards Act, Occupational Health and Safety Act and their regulations. Bidders are required to comply with all relevant/applicable and any future additions or modification to legislation as they become enacted to Accessibility standards and regulations.
- Drivers will be required to complete training requirements as set out in the Accessibility for Ontarians with Disabilities Act as well as training on the functionality of on-board equipment as prescribed by LTC prior to being assigned work on behalf of the LTC. Bidder will provide LTC with a copy of the driver training program for review prior to the start of the contract.
- Drivers are to be trained on, and expected to perform the duties as outlined by London Transit, including but not limited to the following:
- Drivers shall assist Customers from “door” to “door”. Drivers must see that Customer is safely inside the outer-most door at destination.
- Driver assistance will be provided, upon request, if the assistance can be provided in a safe and effective manner for both the Customer and the driver.
- The driver “at all times” is responsible for the safe and effective operation of the vehicle. This includes operating speeds and routing (consistent with driver schedule) passenger safety, health, comfort and securement.
- Drivers may, upon request by the Customer, adjust vehicle speed and routing giving consideration to the safety, comfort, health and securement of all passengers.
- The driver may, upon request, operate a lift at a Customer’s residence.
- Drivers do not enter Customer’s residence under any circumstances; however the driver will help a Customer from “door to door”.
- Drivers are not required to assist with groceries or similar packages. Arrangements should be made for someone else to assist an individual or that individual must be able to independently carry on packages.
- At no time are the vehicles to be left unattended while Customers are on board unless assisting a Customer to the entrance at their destination. The driver must have the vehicle in sight and in close proximity.
- There will be no refueling of vehicles while Customers are on board.
In addition to the aforementioned policy expectations that drivers are expected to be trained on and adhere to, the following Driver Code of Conduct is also required to be included in training and the bidder is required to ensure all employees adhere to same.
Driver Code of Conduct
Driver behavior that is contrary to the safe, effective and efficient delivery of the service will not be tolerated. This includes but is not limited to inappropriate conduct with Customers, unsafe driving practices, unsafe boarding, securement and deboarding of Customers, inappropriate language, and/or general rowdiness.
Drivers are required to adhere to all policies, procedures and/or rules governing the provision of the service. For greater clarification and without limiting the generality of the foregoing, the following will apply with respect to driver behavior:
- At all times drivers are to conduct themselves as professional transportation providers. This includes, but is not limited to, maintaining a good service attitude, being well-groomed, polite and considerate of the public, and avoiding conflict and/or confrontation with Customers and/or attendants by using effective communication skills.
- At all times, drivers are to ensure the safety of Customers while vehicle is in service. This includes, but is not limited to, being alert and well rested at all times, making the use of good defensive driving techniques, and adhering to all applicable driving laws and regulations.
- Smoking on the vehicle is prohibited
- Drivers will not distribute literature or other such items on the vehicles, without the prior approval of London Transit
- Drivers will be personable with Customers but not personal.
- Drivers are to conduct themselves as professional transportation providers. Driver conduct/behavior that is contrary to expectations will not be tolerated and could result in the driver being suspended from operation.
The responsibility for driver behavior rests exclusively with the service contractor. The contractor agrees to provide and supervise drivers to operate the vehicles, including back-up drivers, in accordance with the terms and conditions of the contract including accordance with all operational rules and/or regulations, as determined by London Transit from time to time.
In addition to the items set out above, administration will be amending training requirements to include Diversity Training, and Training relating to communication techniques for difficult discussions.
Contract Term
- Length of contract is five years, commencing August 1, 2027, which may be extended by mutual agreement for up to an additional two years.
Service Delivery
Elements included in this section of the Request for Proposal include the following.
- clarification of roles for the parties:
- responsibility for call taking, scheduling, trip assignment and trip allocation rests exclusively with the LTC.
- responsibility for drivers and vehicles (including procurement and maintenance) rests exclusively with the bidder.
- LTC will adjust shifts based upon service demand (example – during Christmas week, Easter Monday, etc.) and will provide advance notice of same.
- identified in-service vehicles are to be used exclusively and at the direction of the LTC for providing LTC Specialized Transit services and the successful Bidder agrees to provide backup vehicles and backup drivers as soon as possible when there is a service interruption.
Administration does not have any changes to the nature of service delivery being considered for the 2025 Request for Proposal.
Payment for Service Delivery
- Bid submissions will be stated on a price per service hour which assumes the vehicle remains in service for the entire scheduled time each day. The Bidder is required to ensure replacement vehicles/drivers are available to cover breaks in order to ensure there is no interruption in service noting this is included in the quoted hourly rate.
- Penalties will be applied in the event of a shortage of available vehicles or drivers.
- Contract will include annual price adjustment based on change in the Canadian Consumer Price Index (all items).
- Contract will include a fuel price fluctuation provision providing for a potential retrospective adjustment based upon average fuel prices falling outside a predetermined range.
- Invoices will be completed on a monthly basis based on reconciled service hours provided and adjusted for any penalties that may apply.
Administration has undertaken a review of payment provisions in peer transit system contracts and has not identified any provisions that need to be updated for the 2025 request for proposal.
Successful Bidder Obligations
- Bidder must comply with all applicable legislation including but not limited to: Ontario Human Rights Code (OHRC), Accessibility for Ontarians with Disabilities Act, 2005 (AODA), Highway Traffic Act. Employment Standards Act, Occupational Health and Safety Act and their regulations. Bidders are required to comply with all relevant/applicable and any future additions or modification to legislation as they become enacted to Accessibility standards and regulations.
- Bidder agrees to provide and supervise drivers to operate the specified vehicles, including back up drivers. Bidder will ensure that all drivers assigned to work on behalf of LTC maintain a valid driver’s license to operate a specialized transit vehicle.
- Bidder will ensure that all insurance requirements are in place and provide proof of same including saving LTC harmless.
- Bidder will procure vehicles as prescribed in a manner that will ensure availability on day one of the contract. Bidder will be responsible for maintaining vehicle fleet in a manner that ensures availability of required vehicles consistent with daily schedules.
- Bidder will ensure that LTC is provided timely reports of any instances with problem passengers, medical situations, passenger misconduct, motor vehicle accidents, etc. Bidder will respond to any inquiries made by LTC within 10 days of request.
- Bidder will collect fares as set by LTC and will not charge any other sum to any customer.
Administration is currently reviewing peer transit system contracts for best practices on driver training requirements and how performance against the expectations is measured.
Vehicle Specifications
- LTC will specify the number of vehicles for peak service periods, Bidder will indicate how many vehicles in total they will have available including the appropriate spare fleet. LTC will also indicate anticipated growth in service hours over the initial five-year term which will require additional vehicles, noting this number will be confirmed each year subsequent to budget approval.
- The vehicles will be operated and maintained in accordance with the provisions of the Highway Traffic Act of Ontario (e.g., safety inspection program) and the Commercial Vehicle Operating Registration requirements.
- If, in the opinion of the LTC, any vehicle is not in good working order, condition, repair, or clean and is considered unsuitable for the safe and comfortable transportation of passengers, the Bidder will immediately rectify the condition upon receipt of written notice from the LTC. Trip assignment will not be provided until the situation is rectified.
- At no time throughout the term of the contract shall primary vehicles be older than seven model years. Backup vehicles are not to exceed nine model years in age.
- The Bidder is to submit an expected vehicle acquisition/replacement plan to meet the above referenced vehicle requirements.
- Vehicle specifications include auxiliary heavy duty interior air conditioners, fully functioning heating systems, onboard audio/video monitoring, and have appropriate connections to enable on-board tablets for driver manifests and on-board smart card readers as supplied by LTC.
Administration is undertaking an assessment of the utilization of the current vehicle configuration as well as a scan of peer transit providers to determine the optimal configuration for the fleet going forward, which will be built into the specifications in the request for proposal. Given the issues experienced with the ProMaster vehicles that were added to the fleet in 2023, vehicles of this nature are not being considered for the upcoming vehicle specifications.
Any suggestions gathered from the Accessible Public Transit Service Advisory Committee will be forwarded to the Commission for consideration in the request for proposal, which will be finalized and released in the fall consistent with the Commission’s 2025 Work Program.
Recommended by:
Brandon Goldstone, Manager of Service Integration
Shawn Wilson, Director of Operations
Concurred in by:
Kelly S. Paleczny, General Manager