Staff Report #6 – 2025 Work Program – Specialized Services – Second Quarter Update

Staff Report #6

August 27, 2025

To All Commissioners

Re: 2025 Work Program – Specialized Services – Second 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 second quarter relating to Specialized Services.

3.4 – Monitoring and Reporting On-time Performance

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 months of May through July.

Specialized Service Performance – May to July 2025

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 July over previous months is almost entirely related to weekend festivals and the inability to meet demand on weekends. As previously discussed, 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. Performance data for the remainder of 2025 will continue to be reported on, and will be the basis for consideration of performance targets going forward.

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 the most recent visit was very successful in realizing substantial forward progress with respect to pick-up time windows, internal user proficiency, vehicle capacity concerns, driver tablet refresher training and report generation. As the stability issues have been corrected, and all software functionality included in this Phase have been implemented, the move to customer care has taken place.

Phase II Implementation

Phase II involves 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 562 registrants (approximately 14% of active, regular riders) currently set up as customer portal users and about 9.4% of booked trips daily are being requested and booked via the on-line 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