TO: Board of Directors FROM: Kevin Desmond, Chief Executive Officer DATE: March 22, 2018 SUBJECT: Public Delegations at the December 14, 2017 Board of Directors Meeting EXECUTIVE SUMMARY The Board received four public delegations at its December 14, 2017 open Board meeting, and each delegation has received a written response. PURPOSE The purpose of this memo is to brief the Board on TransLink’s response to topics raised by public delegations at the TransLink Board meeting on December 14, 2017. BACKGROUND On December 14, 2017, the TransLink Board of Directors received four public delegations on the following topics: • The importance of HandyDART service for seniors and persons with disabilities, and the continuing need for quality service; • Suggestion that contract award, with respect to the recent HandyDART Request for Proposals process, be postponed; • Suggestion that HandyDART be brought in-house, as a separate subsidiary of TransLink; and • Suggestion that trackless train technology, which has lower capital costs than Light Rail Transit, be pursued in the region. DISCUSSION Management responded in December to each of the delegations on issues raised, and has shared copies of these responses with Board members: • HandyDART – Management provided further information regarding the Request for Proposals process, accountability mechanisms incorporated into the new contract, plans for a smooth transition to the new contractor First Canada (including preferential hiring for existing HandyDART employees), definitions of denials and standbys, transfer of the HandyDART customer feedback function to Coast Mountain Bus Company, and the process for soliciting feedback from TransLink’s Users Advisory Committee and other stakeholder groups. • Trackless Train Technology – Management confirmed that it regularly monitors best practices in vehicle technology and looks for opportunities to incorporate emerging technology into TransLink’s fleets. Examples include the recent electric bus and double-decker pilot projects. PRESIDENT & GENERAL MANAGER REPORT March 2018 TRANSLINK BOARD MEETING TransLink Strategic Priority: Customer First BCRTC’s corresponding business plan initiatives related to this strategic priority. “Our ability to meet the high standards and expectations of our customers depends on our ability to deliver a reliable, effective, and efficient rail service.” On December 2, BCRTC celebrated the one year anniversary of the opening of the Evergreen Extension, a year which has seen tremendous growth in transit use in the Tri-Cities. Residents have embraced rapid transit as a fast, convenient way to travel within their communities and beyond to the rest of the region. TransLink Q4 2017 Customer Satisfaction results showed a marked improvement for Overall Service rating from the same time last year (78% vs. 73%) driven by improved perceptions in Safety from Crime inside the Station, Frequency of Service, and Staff Availability. Three BCRTC staff completed their Green Belt training. Each person was teamed with one other person to facilitate discussion on how to approach a lean project and lead a team through a kaizen. In the end, relationships were formed across the business and in different disciplines, and BCRTC directly benefited from the continuous improvement initiatives that were implemented. In November, BCRTC hosted a media event at OMC1 to showcase TransLink’s winter preparedness plans to ensure its service remains safe, and as reliable as possible if severe winter weather occurs. TransLink Marketing launched the Winter Awareness campaign inside trains and Stations to raise awareness for the increase in passenger slip, trips and falls due to the wet and wintry weather. BCRTC’s Safety division worked closely with TransLink to develop this safety campaign. In December, the Training Department began to meet biweekly with departmental managers and their supervisors to review their training needs and inform them of the courses offered to their staff on the 2018 Training Calendar. Also in this quarter, one eLearning Designer was hired to begin producing storyboards of our contractor safety orientation content for online delivery. Maintenance & Engineering, Operations, and Safety divisions continue to debrief on all major service delays to recognize successes and identify gaps to enhance our response and resiliency. Year to date 13 events have been fully reviewed and documented, resulting in 24 follow-up action items raised and 24 were closed. BCRTC’s Operations department continues to utilize Compass data to enhance its staff and service planning for major events and alternate service to accommodate maintenance and capital works. This quarter Compass Data was used to successfully adjust service levels over the Christmas holidays; next adjustments will be made for other select statutory holidays. In Q4 2017, BCRTC piloted a pest control mitigation program for six SkyTrain stations along the Expo and Millennium Lines. The goal of this program is to control the nuisance pigeon problem on our Page 1 of 4 system using tethered raptors. Pigeons and other birds pose a safety and health risk for customers and staff and falcons and hawks act as a natural and humane deterrent. This pilot program has garnered local and international media attention. Five SkyTrain employees were nominated and approved for Transit Police awards. Three SkyTrain employees have been recognized with a Certificate of Appreciation, and two employees received a Certificate of Bravery. TransLink Strategic Priority: State of Good Repair BCRTC’s corresponding business plan initiatives related to this strategic priority. “Ensuring our system is in a state of good repair is a main area of focus for our company and BCRTC’s business plan. Effectively planned, and responsive maintenance allows the rail company to deliver a safe, reliable, and efficient service.” The fourth quarter of 2017 saw the start of the Expo Line Rail Pad Replacement project. This project replaces 21,000 rail pads on the Expo Line. Rail pads are the boltage structure which supports our system’s running rail. Instead of bolts which wear and erode over time, the new rail pads uses spring clips to secure the running rail and are easier to maintain. This project is expected to be completed by May 2018 and is focused around the Surrey section of the Expo Line. Other railway infrastructure activities this quarter included: • Completed geometry rail assessment testing and began power rail condition assessment • 13 kilometres of rail grinding • Rail component replacement including two rail frogs (crossing point of two rails), curved stock rail, straight and curve points, three power rail expansion joints and three switch machine replacements • One complete turnout (switch) replacement • Reinstallation of a power rail at Storage lane 10 at the OMC • Platform Intrusion Emergency System repairs at New Westminster, Main Street, Royal Oak, Joyce and Twenty Second Street Stations were completed. On December 1, a brand new Incident Management system was launched at BCRTC. The program and app known internally as the Ops Log is a modern electronic based program with features that benefit a large number of users at BCRTC and makes staff more effective in delivering quality service to our internal and external customers. The New Ops Log has the ability to: • Record incidents using an intuitive interface • Create and update incidents from mobile phones, and attach photos • Send out automated communications when incidents are created or updated • Track the status of an incident through its life-cycle • Assign responsibility to individuals using an improved workflow system TransLink Strategic Priority: Deliver Mayors’ Plan BCRTC’s corresponding business plan initiatives related to this strategic priority. “The implementation of the Mayors’ Council 10-Year vision for Metro Vancouver Transit and Transportation will have a transformative effect on rail, with near and long-term impacts for SkyTrain Page 2 of 4 and West Coast Express.” BCRTC continues to support rail related projects contained in the Mayors’ Council 10-year transit and transportation vision including the procurement of rail vehicles. • SkyTrain – Bombardier has begun manufacturing the Mark III vehicles outlined in the Mayors’ vision and are on target to meet the contractual delivery date; • West Coast Express – A successful proponent has been identified to conduct condition assessments on existing West Coast Express fleet. • Canada Line – Work continues with Protrans BC to procure additional rail vehicles for the Canada Line. The project is on track and underway with Protrans BC leading the design and procurement, with a reporting structure to TransLink via the Rail Fleet, facilities, and Service Steering Committee. • BCRTC is also supporting the preliminary work for the Millennium Line Broadway Extension and the South of Fraser rapid transit project. Operations, and Engineering departments have assigned dedicated resources to the respective project teams. Key Performance Indicators SkyTrain (excluding Canada Line) West Coast Express (WCE) YTD YTD YTD Variance to YTD YTD YTD Variance to Dec Dec Dec Target Dec Dec Dec Target Key Performance Indicators 2016 2017 2017 Fav / 2016 2017 2017 Fav / (Unfav) Actual Target Actual (Unfav) Actual Target Actual 1 On-time performance 95.1% 95.0% 95.3% 0.3% 95.3% 97.8% 97.2% (0.6%) 2 Overall mystery shopper score 95.0% 95.0% 95.1% 0.1% 98.0% 97.0% 99.4% 2.4% 3 Lost time frequency 3.87 2.95 4.09 (1.14) 0.00 0.00 8.56 (8.56) Major passenger injuries per 1m 4 1.1 1.1 1.3 (0.2) 0.4 0.3 1.3 (1.0) boarded passengers Operating costΨ per vehicle km $2.97 $3.07 $3.06 ∆ $0.01 $11.74 $13.84 $13.86 ∆∆ ($0.02) Operating costΨ per passenger $0.14 $0.16 $0.15 ∆ $0.01 $0.22 $0.23 $0.23 ∆∆ $0.00 km 1 On-time performance (OTP) is the measure of train trips delivered within 3 minutes and 5 minutes of scheduled departure for SkyTrain and WCE, respectively. December saw the highest OTP rate of 97.00% for the year; this coupled with an increased focus on delay-event root cause analysis resulted in OTP finishing above target for 2017.