Staff Report #8 – 2024 Customer Consultation

Staff Report #8

October 30, 2024

To All Commissioners

Re: 2024 Customer Consultation

Recommendation

The report be NOTED and FILED.

Background

Annual Drop In Session

In 2011, the Commission approved holding annual drop-in sessions structured to discuss previous year’s performance, short to medium term plans as well as an open session to receive comments and input on any number of issues respecting London’s public transit services. The primary objective in holding such meetings is that they serve as a tool in promoting transparency and accountability and support informed dialogue and information sharing with stakeholders. In addition, holding a public meeting on an annual basis meets a requirement of the AODA Regulation which calls for public consultation with members of the board in attendance on matters of accessibility and the Commission’s Accessibility Plan.

The sessions are set up to include information displays pertaining to a variety of topics (with printed hand-outs) with staff available to speak to each, however attendees are encouraged to hold informal conversations regarding any topic relating to public transit services with Commission and staff members in attendance.

The in-person drop-in sessions were put on hold over the pandemic with online posts and surveys used to gather public feedback.

This year’s Commission drop-in sessions will be held on Tuesday November 12, 2024 at the Central Library in the Stevenson & Hunt A and B room with an afternoon session (2 pm – 4 pm) and an evening session (6 pm-8 pm). The location is central with good access to transit as well as ample parking.

Potential topics for information displays include:

  • Draft 2025 Service Plans for Conventional service
  • London Transit 2020-2025 Accessibility Plan
  • Specialized Service Scheduling/Dispatching System Implementation

As appropriate, resource material supporting each item will be available at the meeting. Administration will begin promoting the meeting through social media, corporate website and on-board communication in early November 2024.

It is important to note that in addition to the yearly drop-in session, London Transit has had a presence in the community by participating in events such as Community information sessions at South London Community Centre – London Newcomer Day, a number of community events including Westminster Fun Day, Sirens Horns and Wheels at the Children’s Museum, and the Salvation Army Community Fair.

Voice of the Customer

The annual Voice of the Customer surveys, undertaken by a third party on behalf of the Commission, have been scheduled and will take place as follows:

  • Specialized Transit survey (via telephone) will begin on October 27 and run for approximately two weeks
  • Conventional Transit survey (on-board) will begin on November 7 and will run for approximately one week

Results of the surveys will be included in the annual Customer Service Reports tabled with the Commission in February each year.

Recommended by:

Caroline Roy, Manager of Corporate Communications

Concurred in by:

Kelly S. Paleczny, General Manager