Staff Report #6
August 28, 2024
To All Commissioners
Re: 2024 Work Program – Operations – Second Quarter Update
Recommendation
The report be NOTED and FILED.
Background
The following report is provided as an update on significant projects as set out in the 2024 Work Program that were scheduled to commence and/or be completed in the second quarter, with the lead on same being the primary responsibility of the Operations department.
3.4 Monitoring and Reporting of On-time Performance
While the monitoring of on-time performance was placed on hold during the pandemic period, the practice has resumed in 2024. On-time performance continues to be one of the highest ranked priorities by customers in the annual Voice of the Customer surveys, and while road construction and related detours can have a negative impact on performance, there are steps that can be taken to mitigate some issues once identified.
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 places on runs where the schedules appear to either have too much or too little time in them 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. As set out in Staff Report #8, dated August 28, 2024, if adjustments can be made that do not require additional service hours, they are built into the schedules being prepared for the next 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.
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.
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 on-time performance through the second quarter for the conventional service is 73.5%.
5.5 Expect Respect Program
The London Transit Mutual Respect Policy states that all customers of the services and others that are in contact with the LTC and its employees in the course of business/work are in turn expected to be respectful of employees and of other customers of the service. The Expect Respect Program was established to raise awareness of this policy to both London Transit employees and customers of the expectations of respectful interactions between all parties; whether that be employee to employee; employee to customer or customer to customer.
The initial aspect of the program was to include enhanced training for London Transit employees. Programs for all front-line employees were enhanced to ensure more focus is dedicated to the expectations of respectful dialogue between employees and rolled out across the organization. The management group participated in a training program focused on this in 2023.
The next phase of the program included on the 2024 Work Program is the rollout of a communications campaign directed toward LTC customers as well as a reminder to London Transit employees. This campaign will focus on London Transit’s expectation of our customers; namely that they are to respect our employees, equipment and properties and one another. The messaging has for the most part been created. Customer-facing materials will include permanent interior bus cards, signage on LTC public spaces, website and social media posts. Internal messaging will take place on bulletin boards and internal screens. It is anticipated this program will be rolled out in later this fall.
Recommended by:
David Butler, Manager, Operations Administration
Concurred in by:
Kelly S. Paleczny, General Manager