Staff Report #4
February 27, 2019
To All Commissioners
Re: Draft 2019 – 2022 Business Plan
Recommendation
That the Commission APPROVE IN PRINCIPLE the draft Business Plan statements as set out below:
Vision Statement
The valued and trusted mobility choice for Londoners
Mission Statement
Moving Londoners – progressively, reliably and affordably
Guiding Principles
Fiscal Accountability – ensuring efficient and effective use of investment – supporting sustainable growth while promoting positive social, economic and environmental benefits
Valued and Respected Community Partner – being a valued and trusted partner, working collaboratively on shared vision, effort and success
Open and Transparent – participating in open and honest communication with all stakeholders in a clear and timely manner
Engaged and Diverse Workplace – attracting, developing, supporting and retaining exceptional individuals resulting in a dynamic and diverse workplace
Innovative – fostering a culture of continuous improvement, including the effective use of resources and technology
Customer Focused – striving every day to improve the customer experience
Reliable Infrastructure – acquiring and effectively maintaining environmentally friendly infrastructure in support of the consistent delivery of a quality service
Strategic Outcomes
An Integrated, affordable and valued mobility choice
Engaged, diverse and respectful workplace
Demonstrated fiscal accountability
Being open, transparent and understood
Effective utilization of infrastructure
Background
London Transit’s Business Plan (Plan) is largely viewed as an internal document. The Plan and related planning process are directional in nature, focusing resources on a shared vision and outcomes. The Plan serves as a critical communication tool supporting informed relationships, accountability and transparency.
The Plan is reviewed and updated every four years, reflecting the term of the Commission. The Plan links other critical corporate strategic plans including:
- Technology Plan
- Financial Plan
- Asset Management Plan
- Ridership Growth Plan
- Five Year Service Plans (Conventional and Specialized)
The 2015-2018 Business Planning process included extensive review and consultation with LTC employees and stakeholders with respect to the Vision and Mission statements as well as the guiding principles and strategic outcomes. This process resulted in significant revision from the previous plans, consistent with the overall direction envisioned for London Transit. Given the planned direction for London Transit remains consistent with the previous Business Plan, it was determined that rather than conducting an extensive review of these key areas, a check in with employees and key stakeholders would be undertaken. The review process has led to the recommendation of the following statements. On balance, the recommended statements reflect the consensus of the input received.
As set out in Staff Reports 1, 2 and 3 dated February 27, 2019, there are a number of key strategic documents that will impact the 2020-2024 Business Plan. In addition, the ultimate direction that is taken by Municipal Council with respect to the Bus Rapid Transit plan will impact the 2020-2024 Business Plan as well.
Vision Statement
A vision statement focuses on what the organization wants to be or hopes to achieve. Vision statements shape understanding or objectives. The vision statement communicates both the purpose and values of the organization. A vision statement is inspirational, clear, memorable, and concise. A vision statement clearly communicates what you are working to achieve in a way that people can remember it and communicate it to others.
The recommended vision statement is:
The valued and trusted mobility choice for Londoners
Mission Statement
A mission statement defines the organization’s purpose and primary objectives. Its prime function is internal – to define the key measure or measures of the organization’s success – and its prime audience is internal to the organization. Mission statements answer – What we do – How we do what we do – Whom we do it for – The value of what we do.
The recommended mission statement is:
Moving Londoners – progressively, reliably and affordably
Guiding Principles
Principle statements are directional in nature, guiding an organization through its life in all circumstances, irrespective of change. They define beliefs or values, standards or attributes that communicate and give underlying direction.
The following sets out the recommended guiding principles, noting they are not listed in any particular order or priority.
- Fiscal Accountability – ensuring efficient and effective use of investment – supporting sustainable growth while promoting positive social, economic and environmental benefits
- Valued and Respected Community Partner – being a valued and trusted partner, working collaboratively on shared vision, effort and success
- Open and Transparent – participating in open and honest communication with all stakeholders in a clear and timely manner
- Engaged and Diverse Workplace – attracting, developing, supporting and retaining exceptional individuals resulting in a dynamic and diverse workplace
- Innovative – fostering a culture of continuous improvement, including the effective use of resources and technology
- Customer Focused – striving to improve the customer experience
- Reliable Infrastructure – acquiring and effectively maintaining environmentally friendly infrastructure in support of the consistent delivery of a quality service
Strategic Outcomes
Strategic outcomes (or objectives) are an explicit statement of the change a program must meet leading to the stated vision and mission. An outcome is a vital, positive change that moves a program forward to its desired future. The outcome must be measureable in terms of desired change and governing principles.
The following sets out the recommended strategic outcomes, noting they are not listed in any particular order or priority.
- An integrated, affordable and valued mobility choice
- Engaged, diverse and respectful workplace
- Demonstrated fiscal accountability
- Being open, transparent and understood
- Effective utilization of infrastructure
Next Steps
The next steps in the Business Plan development process include confirming the key elements/initiatives associated with each strategic outcome. The following provides a list of potential initiatives to be included under each outcome.
An integrated, affordable and valued mobility choice
- continued focus on service reliability improvements
- conduct a detailed fare structure review
- continued emphasis on the customer experience
- implementation of five year service plan (see Staff Report #2, dated February 27, 2019)
- implementation of Ridership Growth Strategy initiatives (see Staff Report #3, dated February 27, 2019)
- marketing/branding exercise
Engaged, diverse and respectful workplace
- continued implementation of the corporate Mental Health Strategy and related initiatives
- continued focus on training new and existing staff
- enhanced opportunities for employee engagement
- implementation of programs or activities that foster inclusivity given the diverse make-up of employees
- highlight existing programs available to all employees (i.e. EFAP, benefits, etc.)
- consider other methods of employee recognition
- continued focus on internal communication improvements
- project management reviews
Demonstrated fiscal accountability
- continued inclusion of process reviews in annual work plans
- continued best practices sharing and review with industry peers
- conduct a detailed fare structure review (see Staff Report #3, dated February 27, 2019)
- project management reviews
Being open, transparent and understood
- continued focus on improving internal and external communications
- continue to increase presence in the community (social media, drop ins, posters, other advertising)
- assess mechanisms to better engage with employees
- ensure an effective and continuous marketing campaign to provide information to passengers, employees and all stakeholders
Effective utilization of infrastructure
- continued focus on best practice procedures with respect to vehicle maintenance
- consideration of Facility Needs Assessment Study
- continued work with industry partners on joint purchasing initiatives
- continued participation with City of London regarding construction projects
Subsequent to confirmation of the initiatives that will be included in the 2019-2022 Business Plan, key measures for determining progress and/or assessing performance for each strategic outcome will be developed. The final 2019-2022 Business Plan is scheduled to be presented to the Commission at its March 27, 2019 meeting.
Recommended by:
Kelly S. Paleczny, General Manager