Staff Report #3
October 27, 2025
To All Commissioners
Re: 2025 Work Program – Specialized Services – Third Quarter Update
Recommendation
The report be RECEIVED for information.
Background
The following report is provided as an update on major projects as set out in the 2025 Work Program that are ongoing in nature and were scheduled to commence and/or to be completed in the third quarter relating to Specialized Services.
3.4 – Monitoring and Reporting On-time Performance
As previously noted in Staff Report #6 dated August 27, 2025, during the implementation of a new scheduling system through the first part of 2025, on-time performance metrics were not reported as they were subject to significant fluctuations as various system parameters were adjusted and fine-tuned to ensure consistency with service standards. By the month of May, most of the significant parameter changes had been made, and the collection and reporting of service performance statistics recommenced. The following table provides a summary of service performance measures for the third quarter of 2026.
Specialized Service Performance – July to September 2025
| Trips Provided | July | August | September |
| Total Trips Provided | 29,920 | 29,059 | 31,222 |
| Average Daily Trips Monday – Friday | 1,137 | 1,150 | 1,233 |
| Average Daily Trips Saturday | 561 | 585 | 617 |
| Average Daily Trips Sunday | 381 | 394 | 410 |
| Average Daily Non-accommodated trips | 23 | 12 | 65 |
| Service Performance | |||
| Average Rides per revenue service hour | 1.82 | 1.85 | 1.97 |
| On Board time Less than 1 Hour % | 97.9% | 98.7% | 98.0% |
| Average ride time in minutes | 26 | 26 | 27 |
| On Time Performance within 30 minutes | 99.2% | 99.7% | 99.3% |
| Customer Booking Stats | |||
| Average wait time in phone queue in minutes | 3.4 | 2.6 | 2.4 |
It should be noted that the overall demand and resulting number of trips provided typically declines in the summer months (June through August) as weather plays a significant role in the ability of specialized service registrants to utilize the accessible conventional services. The increase in non-accommodated trip average in September was due partly to increased demand for the service with the return of the school/program year as well as to a large number of riders that were not able to obtain a ride during the time that the Western Fair was operating as demand exceeded capacity. As set out in Staff Report #11, dated October 27, 2025, a portion of the service growth hours in the 2026 budget will be allocated to increased weekend hours, with a focus on the summer months during festival season. Additionally, a significant portion of the 2026 budget will be applied to the service during peak times throughout the year from Monday to Friday.
4.3 – Specialized Booking/Scheduling Software Update
Phase I Implementation
As has been the case since cut-over, administration has continued to work with the vendor to adjust parameters to maximize service efficiency and this collaboration continues to result in further efficiencies realized with respect to pick-up time windows, internal user proficiency, vehicle capacity concerns, driver tablet refresher training and report generation. As has been previously reported, the move to customer care has taken place and the vendor continues to provide excellent support during this fine tuning period.
Phase II Implementation
Phase II involved the launch of the Passenger Portal, which provides the ability for customers to manage their trip bookings and also submit trip requests online versus calling the booking line. LTC staff continue to work with registrants to establish their personal accounts and provide an overview of the new functionality. As previously indicated, the use of the customer portal is entirely at the discretion of the customer, and a number of customers have indicated they do not intend to make use of it, but rather will continue calling the booking line to book their trips. While customers continue to be added to the portal daily, the rate at which the requests are coming in has slowed considerably, which is consistent with the experience of peer systems who have implemented similar technology.
At the time of report writing there are 6570 registrants (approximately 16% of active, regular riders) currently set up as customer portal users and about 10.9% of booked trips daily are being requested and booked via the online portal. Staff resources will continue to be adjusted to match the demand on both the portal and booking lines to ensure fair and equal access is provided to all customers regardless of the method of trip request they are utilizing.
Recommended by:
Shawn Wilson, Director of Operations
Concurred in by:
Kelly S. Paleczny, General Manager