Staff Report #3
April 27, 2026
To All Commissioners
Re: 2026 Work Program – Conventional Operations – First Quarter Update
Recommendation
The report be RECEIVED for information.
Background
The following report is provided as an update on projects as set out in the 2026 Work Program that were scheduled to commence and/or be completed in the first quarter, with the lead on same being the primary responsibility of the Operations department.
3.3 Monitoring and Reporting of On-time Performance
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 possible 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 and people adjusting to new routines.
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.
An acceptable on-time performance goal of 90% has been set for 2026 to match industry standards. 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 first quarter for the conventional service was 79.5%. February saw significant improvements, moving to 82% and sustaining it through March. While this remains below the 90% target, focus has now shifted to closing the remaining gap while recognizing that 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.
The following chart sets out the on-time performance for 2025 as well as the first three months of 2026.
Conventional Service On-Time Performance
| Year | Jan | Feb | Mar | Apr | May | Jun | Jul | Aug | Sep | Oct | Nov | Dec |
| 2025 | 71 | 71 | 74 | 73 | 75 | 74 | 73 | 70 | 63 | 67 | 70 | 72 |
| 2026 | 74 | 82 | 82 |
5.3 Participation in City of London EOCG
Operations staff continue to participate in all meetings of the Emergency Operations Centre, including regular monthly meetings, special event planning and the annual city exercise for emergency preparedness. Working alongside other city services keeps London Transit up to date with potential impacts to service for planning around special events and reacting to real time incidents in the city.
Recommended by:
David Butler, Director of Operations – Conventional
Concurred in by:
Kelly S. Paleczny, General Manager