Staff Report #2
October 27, 2025
To All Commissioners
Re: 2025 Work Program – Conventional Operations – Third Quarter Update
Recommendation
The report be RECEIVED for information.
Background
The following report is provided as an update on significant projects as set out in the 2025 Work Program that were scheduled to commence and/or be completed in the third quarter, with the lead on same being the primary responsibility of the Operations department.
3.4 Monitoring and Reporting of On-time Performance
While the monitoring of on-time performance was placed on hold during the pandemic period, the practice was resumed in 2024. On-time performance continues to be one of the highest ranked priorities by customers in the annual Voice of the Customer surveys, and while road construction and related detours can have a negative impact on performance, there are steps that can be taken to mitigate some issues once identified.
On a bi-weekly basis, on-time performance data is reviewed by the Operations team with support from IT. The data review results in the team identifying routes, runs and specific locations on routes where the schedules appear to either have too much or too little time allocated, making it difficult for the Operator to have success in maintaining adherence. This information is shared with the Planning department to identify possible adjustments to schedules that can be implemented to address concerns. If adjustments can be made that do not require additional service hours, they are built into the schedules being prepared for the next sign-up period. If the adjustments require additional service hours, they are added to the list of considerations for the next annual service planning process. September is traditionally the most challenging month in the calendar year for on time performance with the return to school impact.
In addition to the regular data monitoring, customer contacts relating to on-time performance are also monitored and followed up on. A similar process is followed with respect to contacts, noting should the concern appear to be isolated to a specific Operator, follow-up will occur directly.
The thresholds utilized for on-time performance reports are anything running more than five minutes later than the scheduled time and anything running earlier than the scheduled time. Based on these parameters, the average on-time performance through the third quarter for the conventional service was 72%. Overall performance continues to be hampered by the difficulties experienced with ongoing construction throughout the city and the inability to add resources to address issues as the result of resource limitations.
Conventional Service On Time Performance
Recommended by:
David Butler, Manager, Operations Administration
Concurred in by:
Kelly S. Paleczny, General Manager