Staff Report #4
April 27, 2026
To All Commissioners
Re: 2026 Work Program – Specialized Services – First 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 2026 Work Program that are ongoing in nature and were scheduled to commence and/or to be completed in the first quarter relating to Specialized Services.
3.3 – Monitoring and Reporting On-time Performance
At the March 30, 2026 meeting, the Commission approved Key Performance Indicators (KPIs) for 2026 for the Specialized Service. The table below provides the approved KPIs where applicable as well as the actual performance in each of the first three months of 2026. Trips provided stats as compared to budget are provided in the monthly Financial Update for the specialized service.
Specialized Service Performance – January to March 2026
| Trips Provided | KPI | January | February | March |
| Total Trips Provided | 31,606 | 30,716 | 35,046 | |
| Non-accommodated trips % | 0.5% | 0.1% | 0.1% | 0.1% |
| Trip Cancellation % | 20% | 27% | 23% | 22% |
| Trip No Show % | 1.9% | 2.3% | 2.1% | 2.1% |
| Service Performance | ||||
| Average Rides per revenue service hour | 1.9 | 1.9 | 2.0 | 2.0 |
| On Board time Less than 1 Hour % | 98% | 98% | 98% | 98% |
| On Time Performance within 30 minutes | 99% | 99% | 99% | 99% |
| Customer Booking Stats | ||||
| Avg wait time in phone queue | 3 minutes | 2.1 minutes | 2.1 minutes | 2.4 minutes |
| Avg wait time in phone queue first hour | 1.8 minutes | 1.4 minutes | 1.7 minutes | |
| % of Customers Utilizing the Online Portal | 20% | 24% | 27% | 28% |
The first quarter of 2026 saw mostly outstanding results with respect to Service Performance and Customer Booking metrics as results were at or above established targets for phone queue wait times as well as on-time performance and time on board expectations.
As previously communicated, focus in addressing increased Trip Cancelations and No Shows continues to be a priority for Administration as overall service quality is directly impacted by these actions. Enhanced monitoring, followed by direct communication with customers experiencing same, coupled with general communications to all customers reinforcing the negative impacts that no shows and late trip cancellations have on the service will continue to be a priority going forward with the expectation that a reduction in each area will result in greater trip availability for all customers that use the service.
Recommended by:
Shawn Wilson, Director of Operations
Concurred in by:
Kelly S. Paleczny, General Manager