Staff Report #3 – 2024 Work Program – Conventional Operations – Third Quarter Update

Staff Report #3

October 30, 2024

To All Commissioners

Re: 2024 Work Program – Conventional Operations – Third Quarter Update

Recommendation

The report be NOTED and FILED.

Background

The following report is provided as an update on significant projects as set out in the 2024 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 has 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 places on routes where the schedules appear to either have too much or too little time in them 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. As set out in Staff Report #8, dated August 28, 2024, 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.

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 on-time performance through the third quarter for the conventional service was 73.3%. Overall performance was hampered by the difficulties experienced in September as outlined in the Staff Report #2, dated September 25, 2024.

5.5 Expect Respect Program

The London Transit Mutual Respect Policy states that all customers of the services and others that are in contact with the LTC and its employees in the course of business/work are in turn expected to be respectful of employees and of other customers of the service. The Expect Respect Program was established to raise awareness of this policy to both London Transit employees and customers of the expectations of respectful interactions between all parties; whether that be employee to employee; employee to customer or customer to customer.

The initial element of the program was to provide enhanced training for London Transit employees. Programs for all front-line employees were enhanced to ensure more focus is dedicated to the expectations of respectful dialogue between employees and rolled out across the organization. The management group participated in a training program focused on this in 2023.

As has been communicated in previous reports, the rates of incidents of Violence in the Workplace and Mutual Respect complaints continues to be high. Customer frustrations with the service are often taken out on front-line employees, in many cases, in a manner which is unacceptable. In an effort to clearly establish the expectations of everyone delivering or utilizing London Transit services, a two-pronged communications campaign has been created which focusses on London Transit’s expectations of a respectful workplace.

The campaign element directed at London Transit riders includes an internal bus card that is double wide, which will be installed on every bus in the fleet as well as all of the vehicles utilized by Voyago for the delivery of the specialized service. An image of the bus card is set out below.

External Messaging – Bus Cards

Give it. Get it. Expect Respect. Respect the Operator. Verbal or physical confrontation with Operators will not be tolerated. Follow directions from the Operator. Respect the Service. Do not vandalize buses, shelters or stops. Pay your fare. Do not litter. Use available garbage receptacles. Keep feet off seats. Respect One Another. Any form of discrimination and harassment will not be tolerated. Keep bags off seats. Keep music and conversations to a respectful volume. Respect Our Customers. We will provide you with a safe, reliable and courteous service. We are happy to answer your questions or concerns ltc@londontransit.ca or 519-451-1347. For full policy details on londontransit.ca.

In addition to the internal bus cards, signage in LTC public spaces, website and social media posts will be utilized to share the campaign.

The second element of the campaign will focus on LTC employees and will be communicated internally. The following image depicts the posters that will be placed on bulletin boards and internal screens.

Internal Messaging – Bulletin Boards/Screens

Give it. Get it. Expect Respect. Respect Yourself. You are valued and play a crucial part in the service we provide. Take pride in your work! Respect Your Colleagues. Accept the differences in others and appreciate individual experiences and abilities. Treat everyone with the respect, courtesy and tolerance you would expect for yourself. Respect the Equipment. Use equipment and materials properly and with care. Keep your work area neat and safe. Respect Our Customers. Provide a safe, reliable and courteous service. See full policy details on the bulletin boards.

Both elements of the campaign will be rolled out November 1 and messaging relating to the program will continue into 2025.

12.7 Bus Stop Lighting Program

Installation of the 150 solar powered bus stop lights is underway and scheduled to be completed by the end of November. The 150 bus stop locations that were selected for solar light additions were assessed to determine areas where lighting levels at the stop are less than desirable. The locations were also then assessed by Urban Solar to ensure that adequate sunlight would reach the lights for charging. A communications campaign will be rolled in the coming days to advise passengers, Operators and Customer Service staff of the new lights and how they operate. Communications will include internal screens and memos along with information on the corporate website and instructions at all light locations.

White Oaks Mall Terminal Update

Administration has continued to work with White Oaks Mall to make adjustments to the current bus stop configuration in front of the Mall in order to provide for the accommodation of articulated buses. White Oaks has agreed to allow articulated buses to service stop 4. As such, as of November 1, modifications will be made to the locations of each of the routes are stopping at the mall. In order to allow for articulated buses to be utilized on Route 10, when travelling to Westmount Mall/Western University the route will serve Stop 1 and when travelling to Huron and Barker the route will serve stop 4. Routes 28 and 95 will be serving stop 3. This will allow for additional capacity on Route 10 and help to reduce crowding conditions.

Advance notice of these changes began October 23 including stop level notices and reminder announcements on the bus as it approaches White Oaks Mall.

White Oaks Mall Stop Relocation. Stop 1 - Routes 10 (to Western) and 30. Stop 2 - Routes 13, 13A and 90. Stop 3 - Routes 28 and 95. Stop 4 - Route 10 (to Huron and Barker).

Recommended by:

David Butler, Manager, Operations Administration

Concurred in by:

Kelly S. Paleczny, General Manager