Staff Report #2
November 29, 2023
To All Commissioners
Re: Contract Award – Consulting Services Re: 2024-2027 Business & Service Plans
Recommendations
That the Commission:
- ACCEPT the bid from Dillon Consulting for consulting services relating to the preparation of the 2024-2027 Business Plan and supporting Five Year Service Plans for the Conventional and Specialized services; and
- DIRECT administration finalize a contract with Dillon Consulting, the parameters of which are defined by the request for proposal.
Background
At the May 31, 2023 meeting, the Commission approved the extension of the 2019-2022 Business Plan to cover 2023 noting a number of initiatives included in that Plan had been deferred and/or delayed as the result of the global pandemic. Additionally, this change supported the ability to ensure the London Transit Business Plan aligns with the City of London Strategic Plan and approved Multi-Year Budget, which is critical in order to ensure that initiatives and key performance indicators included in the Business Plan are adequately supported by the required operating and capital budgets.
A request for proposal was issued in September 2023 calling for the provision of consulting services related to the preparation of the 2024-2027 Business Plan and Five Year Service Plans for both the Conventional and Specialized services. The following sets out an overview of the scope of work involved in the project.
1. Vision, Mission and Strategic Direction
- Review the current vision, mission and strategic direction in consideration of the transformational initiatives that will impact London Transit in the four year Business Plan horizon.
- Review and consider the City of London Strategic Plan, Official Plan and Mobility Master Plan (in progress)
- Assess any long-term effects of the pandemic on ridership and fares
2. Service Delivery Plan – Conventional
- Develop a detailed Annual Service Plan covering the next five years, aligned with the City of London Strategic Plan, Mobility Master Plan, Bus Rapid Transit Implementation and associated requirements for feeder routes and growth budget allocations
- Review and update service standards as necessary in light of current realities
- Assess accessibility requirements and readiness and incorporate recommendations into the annual service plans
- Identify the resources and assets required to support the Service Plan
- Incorporate initiatives from the Commission’s Ridership Growth Strategy as applicable
- Incorporate elements of the Commission’s Alternative Service Delivery Framework into the Service Plan as applicable
3. Service Delivery Plan – Specialized
- Develop an Annual Service Plan covering the next five year, aligned with the City of London Strategic Plan, and growth budget allocations
- Develop a strategy and implementation plan for the integration of the conventional and specialized services including
- Assess accessibility requirements and readiness and incorporate recommendations into the annual service plans
- Identify the resources and assets required to support the Service Plan
- Incorporate elements of the Commission’s Alternative Service Delivery Framework into the Service Plan as applicable
4. Management and Systems Plans
- Identify new technologies as well as existing in need of upgrade in order to continue to support the delivery of the service plan
- Evaluate the organizational readiness to develop, implement and support the services in light of the numerous transformational projects that are scheduled to occur in the four year horizon. Key focus should be on identification of skill and capacity gaps.
- Develop a Technology Plan to address the identified shortfalls as well as planned improvements going forward
- Assess the organization structure to identify any gaps in capacity or skills required to deliver on the Business Plan
5. Financial Plans
- Assess the Commission’s Fare Strategy and update same to be consistent with current realities regarding ridership trends and financial structure
- Develop an overarching Financial Plan that delivers on all aspects of the Business Plan and is in keeping with available resources
6. Marketing and Customer Experience
- Develop a marketing strategy that is responsive to customer’s preferred communication and information channels including self-service options
- Develop a strategy focussed on improving the overall customer experience
7. Business Plan
- Develop a series of key strategic outcomes that will deliver on the plans and programs discussed in items 1-6
- Develop key performance indicators to measure and track progress against each strategic outcome
Three bids were received, assessed and scored based on the following:
- Clarity of bid submission including work plan and approach (25 points)
- Specific experience/expertise of the Bidder; examples of other similar projects (25 points)
- References/three clients for which the same or similar products have been provided (10 points);
- Delivery timelines (15 points); and
- Bid price (25 points)
The following table sets out a list of the three bids and the points awarded through the assessment process.
Bid Assessment Scores
| Bidder | Points
(max 50) |
| Dillon Consulting | 92 |
| Arcadis Group | 79 |
| LTRT | 78 |
The price quoted from Dillon Consulting is $206,585 exclusive of applicable taxes, funding for this initiative is included in the Commission’s operating budget. Subsequent to Commission approval of the contract award, Dillon Consulting will commence work immediately; a summary overview of the work plan is set out below.
December 2023
- Project kick-off meeting and coordination
- Evaluation of current conventional and specialized services
- Transit system market assessment
January 2024
- Online community survey
- Pop-Up community engagement events
- Best Practice Review (peer transit agencies)
- Assessment of Communication and Information Channels
February 2024
- Business Plan – update Vision, Mission, Value statements and Strategic Outcomes
- Business Plan – update performance metrics
- Business Plan – update overall plan
- Update Conventional Service Standards
- Review and Update Technology Plan
- Develop Communication and Marketing Strategy
March 2024
- Strategic Planning Working Session
- Develop Conventional Service Delivery Plan
- Develop Specialized Service Delivery Plan
April 2024
- Develop Financial and Phasing Plan supporting Service Delivery Plans
- Host a Public Information Centre
- Finalize Plans
May 2024
- Incorporate Public Feedback into Plans
- Finalize Business Plan and Supporting Plans
June 2024
- Present Final Business Plan and Supporting Plans to Commission
Administration will provide regular updates on progress as appropriate as the project progresses.
Recommended by:
Mike Gregor, Director of Finance
Katie Burns, Director of Planning
Shawn Wilson, Director of Operations
Joanne Galloway, Director of Human Resources
Craig Morneau, Director of Fleet and Facilities
Concurred in by:
Kelly S. Paleczny, General Manager