Staff Report #5
October 30, 2024
To All Commissioners
Re: 2024 Work Program – Specialized Operations– Third 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 substantially completed in the third quarter, with the lead on same being the primary responsibility of the Director of Operations.
1.4 – 2024 Specialized Service Improvements
The outstanding growth hours for 2024 were added to the service beginning September 1, 2024. Three additional vehicles have been scheduled during the highest period of demand from 8:00am to 6:30pm Monday through Friday.
The contractor was successful with the implementation of the approved hours with respect to vehicle availability however, following the service improvement implementation the contractor experienced significant manpower shortages resulting in service hours not being delivered and available for trip assignment. Recently the contractor has made improvements with respect to ensuring available manpower to operate the service as scheduled, which is expected to continue going forward.
Administration will continue to monitor service delivery and report on same monthly as part of the regular financial update reports.
4.4 – Implementation of Smart Card Readers on Specialized Service
The final software issue identified during round three of user acceptance testing has been rectified and all hand-held units have been updated with the current software version. Training materials for drivers and hand-held units will be delivered to Voyago the week of October 28 for installation on each of the vehicles utilized for delivery of the specialized service. On-board posters advising customers of the new equipment and ability to utilize both monthly pass and stored value options on their smart card will also be delivered to Voyago for installation. Barring any unforeseen issues, all vehicles should be equipped with hand-held smart card readers by November 10.
12.9 – Specialized Booking System replacement
As recommended and approved in Staff Report #1 dated February 28, 2024, administration is working on the system upgrade process with the vendor. As indicated previously, until such time as the Operational Review was completed, estimated timelines for implementation could not be established.
The Operational Review Document, which establishes the baseline parameters for the system, has been completed and the project plan for each of the subsequent steps is being prepared. Additionally, server set up and software install for the new Novus system has been completed and the work to prepare Novus with Client files as well as common destination information has also been completed. Driver facing software has been installed in a test environment on a singular tablet and results have proved positive for implementation to the rest of the fleet tablets.
Based on progress to date, it is anticipated that the first phase of the implementation, which includes Novus (scheduling system), DriverMate (turn by turn instructions for drivers on tablets), and Notifications (customer activated notifications relating to their specific bookings) will go live sometime in January. In the interim, testing will continue and all LTC staff will be trained on all aspects of the new system. Voyago drivers will also receive training on the new system as it pertains to their use. Additionally, a customer communication plan will be prepared and distributed which will provide instructions for use on the new system from the customer’s perspective.
Following the successful launch of the first phase of implementation, the second phase will be launched. This phase consists of the Passenger Portal, which provides for the ability to make booking requests online as well as allows customers to manage their trip bookings. This implementation is anticipated to take approximately one month following the go live date for phase one.
Regular updates with respect to this project will be provided as work progresses.
Recommended by:
Shawn Wilson, Director of Operations
Concurred in by:
Kelly S. Paleczny, General Manager