1 Report to Rapport Au

Report to Rapport au:

Transit Commission Comité des transports 17 March 2021 / 17 mars 2021

Submitted on March 5, 2021 Soumis le 5 mars 2021

Submitted by Soumis par: John Manconi, General Manager / Directeur général, Transportation Services Department / Direction générale des transports

Contact Person Personne ressource: John Manconi, General Manager / Directeur général Transportation Services Department / Direction générale des transports 613-580-2424 ext./poste 52111, John.Manconi@ottawa.ca

Ward: CITY WIDE / À L'ÉCHELLE DE LA File Number: ACS2021-TSD-TS-0003 VILLE SUBJECT: Transit Services 2021 Business Plan and Reporting on 2020 Business Plan

OBJET: Plan d'affaires du Service de transport en commun 2021 et rapport sur le Plan d’affaires 2020

REPORT RECOMMENDATION

That the Transit Commission receive the Transit Services 2021 Business Plan and Reporting on 2020 Business Plan for information.

RECOMMANDATION DU RAPPORT

Que la Commission du transport en commun reçoive le Plan d'affaires du Service de transport en commun 2021 et le rapport sur le Plan d’affaires 2020 à titre d'information. 2

EXECUTIVE SUMMARY

2020 was a unique year in the City’s history due to the COVID-19 pandemic. Despite the unprecedented changes and challenges that the pandemic created, Transit Services made significant progress in these areas, and on the 12 key projects identified in the 2020 Business Plan (ACS2020-TSD-TS-0001). Many of the priorities identified in the 2020 plan have been completed while work on others is being extended into 2021, due to impacts from the COVID-19 pandemic.

Throughout the pandemic response, the health and safety of Ottawa’s residents and City staff was and remains the number-one priority. Looking forward in 2021, the department will continue to keep health and safety at the forefront, and support the mobility needs of all residents, particularly for essential reasons such as work, grocery shopping and medical appointments.

The Transportation Services Department has also identified 10 priority initiatives for 2021 that support the achievement of the goals outlined above, and also align with Council’s priorities identified in the 2021 Budget, customer feedback and direction received through the Transit Commission.

This report provides an update on progress made on the 2020 departmental priorities and identifies the 10 key projects that Transportation Services staff will work to deliver in 2021.

The 12 key projects identified in the 2020 Business Plan are:

1. Customer Service Improvements – All Channels; 2. Para Transpo Online Services; 3. Presto Enhancements for Customers; 4. First Regulatory Monitor and Compliance Officer Report – Line 1; 5. New OC Transpo Performance Measurement and Reporting System; 6. Marketing and Advertising to Build Ridership; 7. Rollout of Retail; 8. Alternative Fuels Program for OC Transpo Fleet; 9. Review of Advertising – Line 1; 10. Interprovincial Transit Service; 3

11. Promoting Respect and Inclusivity in the Workplace; and 12. Stage 2 Preparations.

The proposed key 2021 priorities are:

1. Operational Response to COVID-19; 2. Battery-Electric Bus Project; 3. Transit Fare Working Group; 4. On-Demand Transit; 5. Enhanced Real-Time Information for Customers; 6. Permanent Bus Operator Barriers; 7. Legislated Improvements to Operator Breaks; 8. O-Train Line 1 Station Improvements; 9. Rail Simulator Upgrades; and, 10. Stage 2 O-Train Project Construction.

BACKGROUND

The Transit Services 2020 Annual Business Plan presented at the February 19, 2020 Transit Commission meeting (ACS2020-TSD-TS-0001) focused on stabilizing operations following the launch of O-Train Line 1 and building overall resiliency and dependability around OC Transpo’s multimodal system. This included increasing service reliability and improving the experience for bus, train and Para Transpo customers, as well as working to investigate alternate energy sources for our fleet, continuing to build a respectful and inclusive workplace, and preparing for construction of the Stage 2 O-Train extension projects.

The year 2020, marked the first full calendar year of O-Train Line 1 service and a year of significant and unforeseen changes due to the onset of the COVID-19 pandemic beginning in mid-March 2020. Transit Services played a prominent role in the City of Ottawa’s pandemic response and emerged as a leader in Canada with many transit agencies following OC Transpo’s lead on innovations such as rear-door boarding and mandatory mask use within the transit network. Despite evolving logistical and operational challenges associated with an emergency response of unprecedented length and scope, key projects went ahead, adjustments to service were made, and planned service enhancements were completed. This was accomplished with the support and patience of Ottawa’s transit customers, who overwhelmingly complied with 4 new safety requirements and adapted to service adjustments, including periodic planned shutdowns of O-Train Line 1 to allow for required track and station work to improve service reliability.

The focus in 2021 is on continuing to be flexible, adapting to the changing realities associated with the pandemic while working towards completing additional customer- focused enhancements. The projects identified in this document drive the attainment of the goals outlined above and are aligned with the Term of Council Priorities. Transit Services has direct accountability for actions and performance measures falling under the “Integrated Transportation” Strategic Priority, and responsibilities under several other areas, in particular:

• Integrated Transportation: Enable effective mobility through a sustainable, accessible and connected city transportation system; • Service Excellence Through Innovation: Deliver quality services that are innovative and continuously improve to meet the needs of individuals and communities; • Environmental Stewardship: Grow and protect a healthy, beautiful and vibrant city that can adapt to change; and, • Thriving Workforce: Promote Service Excellence by supporting a workforce that is healthy, diverse, adaptive and engaged.

DISCUSSION

Update on Projects Identified in the Transit Services 2020 Business Plan

OC Transpo identified 12 projects in the 2020 Business Plan. Despite the pandemic, all projects in the 2020 Business Plan were initiated and are either completed or nearly complete.

8. Alternative Fuels Program for OC Transpo Fleet; 9. Review of Advertising – Line 1; 10. Interprovincial Transit Service; 11. Promoting Respect and Inclusivity in the Workplace; and 12. Stage 2 Preparations.

1. Customer Service Improvements – All Channels

Despite the challenges of 2020, staff made great strides in modernizing all aspects of customer service operations last year. As customers adapted the way they use OC Transpo services, services adapted also, creating more responsive systems on the web, over the phone, in-person, and through social media.

In 2020 OC Transpo:

• Introduced the ability for customers to renew their Community Pass, EquiPass, or Access Pass remotely; • Established the Virtual Line which ends the need for physical line-ups at Customer Service Centres and in the future will allow customers to book an appointment in advance; and, • Implemented a new organizational structure along with quality assurance standards to strive for the best experience for customers; and, • Increased our social media presence and level of engagement by providing service updates and timely responses to customers in real time.

Alongside these successes staff have begun and continue to implement the following changes:

• Introducing online purchases of Park & Ride permits and Para Transpo taxi coupons; • Hiring new Station Attendants responsible for customer service at O-Train stations; • Improving training for customer service team members and introducing a new quality management reporting system with new key performance indicators and analysis all geared to ensuring delivery of the highest quality customer service; and, • Software updates to introduce new features and improve service to the public.

2. Para Transpo Online Services

In 2020, OC Transpo began a series of improvements to online services for Para Transpo customers. These online services are significant improvements to the customer experience. The first in this suite of improvements included the deployment of the Para Transpo online trip booking service. The full suite of online services will be delivered following the current testing with a pilot group of customers. These services will be easy to use, accessible, and equitable, and will include booking, cancellations, account management, and vehicle tracking. Customers who use the telephone booking service will always have equal priority with those booking online. Staff expect a reduction in wait times on the telephone line as more customers shift to the online self-serve options.

In 2021, OC Transpo is establishing a Para Transpo customer working group, designed to keep communication open between OC Transpo and all relevant stakeholders, help develop new initiatives, give feedback, and raise concerns. Staff will also continue to work with the working group of Commissioners that the Chair of the Transit Commission established.

In 2021, staff will:

• Deliver the full suite of online booking systems and enhanced functionality for Para Transpo customers, and, • Bring Presto card payments to Para Transpo vehicles.

3. Presto Enhancements for Customers

Building on the successes of previous years and in collaboration with vendors, OC Transpo continues to improve the fare system. Staff initiated enhancements to Para Transpo services that allow for Presto payments for Para Transpo trips. This includes a new system that will allow Para Transpo customers to register their Presto monthly pass which ended the need to carry and show receipts when boarding. Staff have also engaged a vendor to bring the ability to tap Presto cards on Para Transpo vehicles and we aim to have this ability in vehicles by late 2021.

Launching new ways to pay fares will put OC Transpo’s fare system into a class of its own in Canada. OC Transpo began testing of credit card payments at fare gates in February 2021 with an expected rollout to all buses and O-Train fare gates by the end of the year. This launch adds the ability for customers to use their Visa or 7

Mastercard to pay a fare directly at a fare gate or bus reader by tapping either a credit card or an Apple Pay or Google Pay enabled phone or watch.

In 2021, our supplier Metrolinx is planning to deliver the ability for virtual Presto cards to be carried in mobile wallets on smartphones, and OC Transpo will work with Metrolinx and our fare control system supplier to integrate this new feature into our system. This innovation will allow customers to pay their fare by tapping their phone on buses and at fare gates at O-Train stations, bringing to customers another convenient and safe way to pay their transit fares.

Staff continue to collaborate with vendors to explore the feasibility of mobile ticketing (e-tickets) via a mobile application, and staff are working with fare system suppliers to install more self-serve ticket machines at transit stations and major City facilities.

4. First Regulatory Monitor and Compliance Officer Report – Line 1

In accordance with the Light Rail Regulatory Monitor Compliance Officer By-law (2015-301) and the Delegation Agreement with Transport Canada, the Regulatory Monitor and Compliance Officer (RMCO) presented the first annual independent compliance report to Transit Commission and Council in February 2020. The RMCO is responsible for monitoring of OC Transpo, Rideau Transit Group/Rideau Transit Maintenance and its subcontractors. Monitoring began following the launch of O- Train Line 1 service in 2019.

The 2020 report described the monitoring activities on Line 1 that were conducted in the first monitoring segment. The overall results were positive, with OC Transpo demonstrating full compliance in all areas that were monitored.

Moving forward, the RMCO will present an annual report to Council and the Transit Commission on the previous year’s monitoring activities. The next report will be presented in March 2021.

5. New OC Transpo Performance Measurement and Reporting System

Tracking service delivery and system performance is key to OC Transpo’s success. Providing this information to customers, the Transit Commission, Council, and the public in a prompt and easy-to-understand format is just as important. 8

OC Transpo reviewed its performance measurement and reporting system in 2020 and developed a new approach to reflect Ottawa’s new multimodal system. The goal of the new performance measurement and reporting system is to identify emerging trends – what aspects of the service are improving, and what aspects of the service need more attention, for the benefit of customers.

Staff will publish a scorecard on octranspo.com which shows monthly results. OC Transpo will also bring forward a report to the Transit Commission twice a year, providing Commission members and the public the opportunity to stay apprised of the trends and how OC Transpo is adapting. The first report to Transit Commission summarizing Q1 to Q4 2020 will be presented in April 2021, and the first monthly scorecard published to the website is anticipated for May 2021.

6. Marketing and Advertising to Build Ridership

Following the launch of O-Train Line 1 in 2019, OC Transpo continues to focus its marketing efforts on raising awareness and highlighting the benefits of the new multimodal service to customers, residents, and visitors to Ottawa.

With the rise of the pandemic, advertising and marketing shifted gears to informing customers of the safety measures in place within the transit system. The “Keeping You Safer” campaign saw the installation of over 1,200 signs in stations, over 700 on trains, more than 5,100 on buses, and over 400 signs on Para Transpo minibuses. Staff created a dedicated section on octranspo.com for COVID-19 messaging which included 14 videos in both official languages, all showing customers how OC Transpo’s transit network was and is still a safe and practical transportation choice. This messaging will continue through the pandemic.

When the city enters the post-COVID-19 environment, the economy begins to recover, and transit ridership begins to increase toward previous levels, OC Transpo will undertake a refreshed marketing campaign to build and retain transit ridership. These campaigns will build on the success of earlier OC Transpo advertising aimed at shaping customers’ behaviour on buses.

The marketing campaign will be ready to launch to promote increased ridership and encourage changes in mobility habits as part of Ottawa’s economic recovery post- 9

pandemic. It will also be an opportunity to enhance OC Transpo’s profile in the community, demonstrating the vital role public transit plays in the heart of Ottawa’s neighbourhoods, keeping the city moving during the pandemic and after. The messaging and tone of the campaign will be designed to match the audiences and attitudes identified through market research and mobility trends. This will include showcasing the appeal of transit service to a variety of demographics, including younger, urban residents and people travelling to key destinations at different times of the day. The existing O-Train Line 1 and future Stage 2 expansion will be an important selling feature for this campaign. In addition, it will be an opportunity to highlight the many other improvements to transit service that have occurred since 2019, which may have gone unnoticed during the pandemic when ridership was low.

This includes:

• Reliable transit service that the community can count on; • New and simpler ways to pay fares including more touchless options; • More responsive and interactive communication with customers; • Safer and cleaner service than ever; • New trains and buses, including brand new 100% electric buses; • New coffee shops in O-Train Line 1 stations; and, • Shifting to online delivery of customer services, including for Para Transpo customers.

7. Rollout of Retail

In 2019, the City entered into an agreement with Happy Goat Coffee, a local Ottawa company, to provide retail outlets in four stations on O-Train Line 1. Happy Goat will be making hot and cold drinks, snacks, and light meals available to customers. City staff have been collaborating with Happy Goat to adjust schedules and leases to accommodate restrictions that arose during the pandemic. The first Happy Goat location in an O-Train station opened at Blair Station on December 4, 2020. The locations at Hurdman, Rideau, and Tunney’s Pasture stations opened in early 2021.

In addition to the four retail spaces at existing O-Train Line 1 stations, Stage 2 has provisions for five more retail spaces located at the following future stations on O- Train Lines 1 and 3: Lincoln Fields, Algonquin, Bayshore, Place d’Orléans, and Trim.

8. Alternative Fuels Program for OC Transpo Fleet 10

In 2020, the project focus for this initiative was related to:

• Gathering information to establish requirements, feasibility and funding; • Issuing an RFP to provide a small fleet of battery-electric buses, for which proposals were received and from which New Flyer was awarded the contract; and, • Partnering with Hydro Ottawa and their subsidiary Envari to determine the modifications required to the power system to accommodate new battery- electric buses.

Following Council and Transit Commission direction, and using funds freed-up by federal government commitments to other projects, in 2020, OC Transpo secured funding for and has ordered four battery-electric buses, which will arrive in 2021.

As a continuing part of this work, OC Transpo staff are conducting a Bus Alternative Energy Systems project. Phase I – Selection of Technologies and Phase II – Detailed Assessment of Technologies are completed. Work on the third and final phase: Recommended Technology Implementation Plan is underway. A multiyear implementation plan for converting the fleet to battery-electric buses is also happening concurrently with a financial model to understand how to fund fleet conversion. The results of this study will be reported to the Commission, along with recommendations on how to achieve the policy goal of a zero-emission bus fleet, later in 2021.

9. Review of Advertising – Line 1

As directed by the Transit Commission, staff have begun a procurement process to identify potential revenue opportunities from advertising in stations and inside train cars on O-Train Line 1. Staff conducted a Request for Information (RFI) to assess market conditions and held commercially confidential meetings with suppliers.

In a separate report being presented to the Transit Commission, staff are reporting on the results of the RFI and are making recommendations on how to expand advertising on the transit system to include O-Train Line 1.

10. Interprovincial Transit Service

The Société de transport de l’Outaouais (STO) and OC Transpo are working collaboratively to improve service between Ottawa and Gatineau. The two transit 11

providers along with the Ville de Gatineau have been working together since 2017 to prepare for a new STO bus route alignment through downtown. The route changes were approved by the STO board on February 25, 2021, and will come into effect on June 21, 2021. The realigned routes will provide better connections with O-Train Line 1.

OC Transpo services to Gatineau were also improved and simplified following the opening of O-Train Line 1. Connections to les Terrasses de la Chaudière are now best made at Pimisi Station, and connections to Place du Portage are now best made at Lyon Station, with further improvements at Lyon Station anticipated with the STO route changes.

STO is currently studying the preferred alignment and technology for a new rapid transit line between the western part of Gatineau, downtown Gatineau (Hull), and downtown Ottawa. Transportation Services Department staff are engaged with the STO in this study, along with federal agencies. The study identifies options for a tram-style light rail line from the western sector of Gatineau (Aylmer) across the Ottawa River via the Portage Bridge. Two possible tramway alignments identified in downtown Ottawa are on-street operation on Wellington Street or an underground alignment below Sparks Street. Preliminary recommendations for this initial feasibility study, as it relates to integrating into Ottawa, were presented to Transportation Committee and Council in November 2020. Council approved the Sparks Street tunnel option as the optimal corridor, as well as the Wellington Street option as an alternative corridor (with several conditions), if funding for the Sparks Street tunnel cannot be resolved. Transportation Services Department staff continue to participate in this current feasibility study stage of the larger project to enhance Gatineau’s transportation system and improve connectivity with Ottawa.

11. Promoting Respect and Inclusivity in the Workplace

The Departmental Integration Network (DIN) was established and held their first meetings in August and November 2020. The DIN was created with the shared objective of contributing to the continuous improvement of workplace wellness and employee engagement and to creating a respectful workplace and thriving workforce. The team consists of staff from across every service area of the Transportation Services Department (TSD), as well as representatives from OC Pride, Accessibility Working Group, the departmental Employment Equity Working 12

Group, OC Transpo’s Working Group on Violence and Harassment, the Human Resources Hub, and the Wellness Recreation and Fitness group.

The DIN team met their 2020 goal of developing a shared vision statement and identifying key initiatives that will contribute to a thriving, respectful workplace. Looking forward in 2021, the team will prioritize key initiatives that will contribute to the development of a roadmap for achieving the shared vision for TSD.

The innovative My Best Workplace training program is a critical part of TSD’s commitment to fostering a respectful workplace. Staff from TSD’s Training and Development branch created the program in-house, using modern education techniques and in consultation with OC Transpo’s Working Group on Violence and Harassment.

Despite the pandemic, 240 TSD staff received My Best Workplace training in 2020. The training is being delivered as soon as possible to all TSD employees and is incorporated into the six-week New Bus Operator Training program. COVID-19 has affected the timelines for delivering the training, and as a result, staff have implemented a new virtual training module for TSD staff.

12. Stage 2 Preparations

In 2020, design and construction progressed significantly on both the Stage 2 Confederation Line East and West, and Trillium Line South extensions. Specifically, the following works began or continued on the three extensions:

• Confederation Line East: Significant progress was made on the Montréal Road interchange as part of the reconfiguration of the OR Highway 174 and in preparation for the construction of Montréal Station. • Confederation Line West: The Sir John A. Macdonald Parkway detour lanes were completed in 2020, preliminary works began on the Pinecrest Creek Stormwater Pond and Confederation Line West Parkway and Connaught tunneling sites, and guideway construction at Lincoln Fields. • Trillium Line South: In May 2020, the Trillium Line was shutdown to permit construction to begin on the existing alignment. Significant construction progress was made at the New Walkley Yard Maintenance and Storage Facility, numerous rail and road bridges, rehabilitation of the Dow’s Lake Tunnel, station construction at South Keys, and preparation for rock cut widening. 13

Utility relocations, tree removals, property acquisitions, regulatory and other preparatory works also progressed throughout the extensions in 2020. The design and assembly of the Stage 2 vehicles also progressed.

Projects Identified in the Transit Services 2021 Business Plan

OC Transpo has identified 10 projects that align with Council’s Priorities, the 2021 Budget, customer feedback and directions received through the Transit Commission:

1. Operational Response to COVID-19

In 2020, OC Transpo was focused on assessing and delivering appropriate operational responses to protect staff and customers as the COVID-19 pandemic emerged and evolved. OC Transpo has worked closely with Ottawa Public Health (OPH) to prioritize the safety of customers and staff throughout the pandemic, while continuing to provide consistent service for our customers.

Specific operational initiatives in 2020 include:

• Implemented mandatory face masks on public transit on June 15, 2020; • Initiated Operation Mask-Up to enforce compliance with the By-law; • Ensured availability of hand sanitizer dispensers at every Line 1 station and most Transitway stations; • Performed enhanced cleaning throughout the day: ticket machines, fare gate card readers and doors, and other high-traffic areas; 14

• Performed overnight deep cleaning of buses, trains and at stations, focused on disinfecting all touched surfaces; • Required rear-door boarding on buses until masks were made mandatory and the operator barriers were installed; • Offered free disposable masks to customers at many O-Train and Transitway stations in June and July 2020, to help transition riders as masks became mandatory on OC Transpo; • Installed temporary protective operator barriers on buses; • Started the “Keeping You Safer” campaign including the installation of over 7,400 signs throughout the transit network; and, • Engaged with customers through octranspo.com and social media, to inform them about key safety measures implemented and remind them about OPH’s COVID-wise public health practices.

In 2021, Transportation Services will remain committed to supporting transit services for all residents, while ensuring the safety of employees and customers as the COVID-19 pandemic progresses. This includes continuing with the following:

• Ensuring representatives from frontline operational services are involved in our response to the changing conditions throughout the pandemic; • Facilitating the investigation and reporting of all positive COVID cases involving Transportation Services employees, and looking for opportunities to implement additional measures to protect staff; • Collaborating with OPH and stakeholders to ensure adherence to the latest guidelines and implement industry best-practices with respect to safety, to keep workplaces and the transit system as safe as possible; • Continuing communications to customers on octranspo.com, on social media, through posters, signage in stations and on our vehicles; and, • Continuing to adjust service as required to meet the evolving travel needs of transit customers.

2. Battery-Electric Bus Project

OC Transpo and its Battery-Electric Bus Project partners are focused on introducing four new battery-electric buses into service by the end of 2021. Work is underway to retrofit garages to accommodate the new buses and complete all staff training required to introduce the new technology. Planned work to put these buses in service includes: 15

• Working with Hydro Ottawa and their subsidiary Envari to plan and install electric charging infrastructure; • Construction and modification to garages to accommodate the new buses; • Performing a full testing and commissioning process once the buses arrive in Ottawa, as is required for any new vehicle entering service; • Working closely with other City departments and stakeholders, including Hydro Ottawa, to develop a comprehensive strategy to test and examine the functionality of battery-electric buses in Ottawa’s climate conditions; • Ensuring that all legislative and Health and Safety requirements will be met and that all operational and technical training required is provided to City staff before the buses arrive in Ottawa; and, • Building excitement among customers and the community for these clean, quiet and zero-emission vehicles.

Staff are currently undertaking studies to examine the best current technologies for zero-emission buses, the future needs of our bus fleet, and how to finance the transition from the current diesel powered conventional and Para Transpo fleets to zero-emission buses. Following the policy decisions of Council and the Commission, staff will bring to the Commission later in 2021 a comprehensive report with recommendations on how to achieve the policy directions.

3. Transit Fare Working Group

The Transit Commission has established a working group of Commission members and staff to review and report on ways to overcome financial barriers which reduce the ability to travel for those who need it the most and can afford it the least. Among other options and approaches, Council has referred to the working group the review and consideration of sliding-scale discounts matched with customers’ income levels and elimination of the testing for low-income discounts.

The working group will review and consider how other cities across Canada and around the world address customers’ financial limitations, and staff will report back to the Transit Commission as part of the next update to the City’s Long-Range Financial Plan for Transit.

4. On-Demand Transit

As a condition of provincial funding to replace lost fare revenue resulting from the pandemic, the City is required to evaluate the applicability of “microtransit” in the OC Transpo system. Staff are reviewing different deployment models of “microtransit” across Canada. This evaluation will examine the ways that on-demand service can improve service for customers or reduce costs. Staff have been speaking with several vendors who offer services in this field. Benefits of an on-demand program could include more efficient use of resources, appropriate and flexible responsiveness to customer demand and reduced vehicle emissions.

Staff will work with potential vendors on modelling scenarios that will assist in the evaluation by providing information on key metrics, estimates of ridership change, estimate of operating cost savings and an evaluation of suitability of the service areas selected to be modelled. Staff will bring recommendations resulting from this work to the Transit Commission for consideration.

5. Enhanced Real-Time Information for Customers

OC Transpo’s new Customer Communications Officers play a key role in informing the public by communicating information to customers and responding in real time to inquiries. In 2021, staff will build on the great work they are doing by expanding service hours and further increasing OC Transpo’s social media presence. This includes moving to 24/7 Twitter coverage and increasing social media engagement. Staff will have more tools to better and more effectively keep customers informed, including enhanced graphics and targeted information on transit information screens at stations.

OC Transpo is also implementing software upgrades to the systems that provide real-time information. These updates will improve the reliability and accuracy of next- bus predictions provided to customers. Staff also anticipate delivery of real-time information for trains in collaboration with RTG and will ensure that information is presented accurately and effectively to keep customers informed.

6. Permanent Bus Operator Barriers

OC Transpo has conducted extensive testing and assessments of permanent bus operator barriers in 2019-20, and in 2021 will install permanent barriers on existing buses. These permanent bus operator barriers will improve workplace safety for bus operators, and ultimately help to protect both customers and staff. Staff also reviewed barrier systems to determine whether they would assist in preventing 17

COVID-19 transmission. Research has shown that manufacturers have not designed new barrier systems that specifically address virus transmission; however, permanent barriers will help mitigate the risk of transmission by creating a more defined and separate space for bus operators.

After the 12-month test program concluded in 2020, staff gathered feedback from operators and customers, which supported the installation of permanent barriers across the bus fleet. Transit Commission and Council approved the installation of barriers as part of the 2021 Capital Budget discussions.

OC Transpo’s plan for 2021 is to complete the procurement of bus operator barriers and install them on existing buses as soon as practicable. Staff are currently working closely with the City’s Procurement Office, in accordance with section 23 of the Procurement By-law, to consider sole-sourcing the operator barriers given the current COVID-19 pandemic. Sole-sourcing the work to OC Transpo’s current bus manufacturers would expedite the procurement process and operator barrier fabrication, and increase the likelihood of installations being completed in 2021. Each vendor would install barriers on their respective fleet, and they have all confirmed that the barriers meet the required specifications for each bus type as outlined in the RFI.

Operator barriers will complement other safety features that are standard criteria in new bus procurements, such as CCTV cameras, Fire Suppressant systems, Tire Pressure Monitoring, Digital Visual Recorders, Emergency Radio Features, and GPS tracking.

7. Legislated Improvements to Operator Breaks

Updates to the Canada Labour Code require that we provide all bus and rail operators with a 30-minute break for every five consecutive hours of work. The benefit for operators will be that they are provided consistent planned opportunities for comfort and meal breaks built into their schedules. There will be no change to customers’ travel experience resulting from incorporating the 30-minute breaks into operators’ work schedules.

The costs to be compliant with this new legislative requirement have been included in the 2021 operating budget. As part of the collective agreement with ATU 279, which represents operators, work is now underway to facilitate this requirement.

8. O-Train Line 1 Station Improvements

Based on customer feedback and staff observations from the early months of the multimodal connections between O-Train Line 1 and buses at Blair and Tunney’s Pasture Stations, several improvements were made in 2020 to bus route schedules and to the grouping of buses at stops. In 2021, further improvements will be underway at the sheltered waiting areas and the pathway between the stops and the station buildings at these two stations.

At Blair Station, the shelters on the south side bus platform will be reconfigured to provide more waiting space and a clearer, more protected pathway. At Tunney’s Pasture Station, more weather protection will be built over the pathway between the station building and the stops on the south side bus platform.

On the north side at Blair Station, the main entrance to the station, the current old elevator will be replaced by a pair of modern elevators, so that there will be redundancy, greatly increasing the reliability of the elevator at this key location.

9. Rail Simulator Upgrades

As part of the preparatory works for Stage 2, OC Transpo is upgrading its O-Train rail simulators for both O-Train lines. The upgraded simulators will include all the new Stage 2 stations and a new, realistic operator console matching the interior of the new Stadler trains that will operate on Line 2.

We are working closely with our internal and external stakeholders, including suppliers, Rail Construction Program staff and Rail Operations to ensure the simulator is an exact representation of both expanded rail lines. Training staff are also reviewing all relevant curriculum elements to accurately capture changes associated with Stage 2 extensions. All training will be scheduled to ensure rail operators are fully trained and certified to operate trains on the new expanded lines.

Rail simulators serve as an integral training tool that provides a realistic virtual railway; they allow training to take place before construction is completed or when access to the line is limited. Rail operators take part in training that prepares them for all scenarios they could experience when operating a train, but in the safety of a contained, virtual environment and with qualified rail instructors on hand. Once rail operators meet the training requirements, they will move to real-life training on the Stage 2 extensions, well in advance of the official launch.

10. Stage 2 O-Train Project Construction

In 2021, construction on the Stage 2 O-Train Project is proceeding in the following areas.

Confederation Line East:

• Start preliminary works and site mobilization for work on stations by the end of the year; and, • Prepare guideway for initial track foundation between Montréal Station and Jeanne d’Arc Station.

Confederation Line West:

• Continue site work on the Moodie Light Maintenance and Storage Facility; • Continue preliminary foundation and ramp works at the Moodie, Pinecrest, and Holly Acres MTO interchanges; • Start preliminary works and site mobilization at key station locations including Algonquin, Lincoln Fields, Queensview, New Orchard, Pinecrest and Sherbourne; and, • Continue preliminary cut-and-cover tunnel support of excavation construction ahead of foundations and form work.

Trillium Line:

• Continue to advance the completion of new rail bridges; • Continue to advance track work infrastructure along the new alignment between Greenboro and Bowesville; • Complete the exterior of the new Walkley Yard maintenance and storage facility and advance the interior fit out; 20

• Progress station construction work at all locations; and, • Prepare for initial Stadler train deliveries to Ottawa.

RURAL IMPLICATIONS

Rural implications have been taken into consideration in the development of the projects outlined in the 2021 Transit Services Business Plan.

CONSULTATION

Transportation Services Department staff continue to consult with customers, staff and Council regarding the projects and initiatives identified in this report. Consultation activities include ongoing Stage 2 public consultations, the Permanent Bus Operator Barriers working group, the Transit Fare Working Group and a Para Transpo customer working group.

COMMENTS BY THE WARD COUNCILLOR(S)

This is a city-wide report.

LEGAL IMPLICATIONS

There are no legal impediments to receiving this report for information.

RISK MANAGEMENT IMPLICATIONS

Risk management implications are outlined in the report.

FINANCIAL IMPLICATIONS

There are no financial implications associated with the recommendation of receiving this report for information. 21

ACCESSIBILITY IMPACTS

Staff will ensure that any applicable accessibility standards are adhered to during the execution of the projects and initiatives identified in this report.

ENVIRONMENTAL IMPLICATIONS

Environmental implications are outlined in the 2021 Transit Services Business Plan. Staff will ensure that any applicable environmental standards and regulations are adhered to during the planning and execution of the projects and initiatives identified in this report.

TECHNOLOGY IMPLICATIONS

Technology implication are outlined in the 2021 Transit Services Business Plan and include implementation of the Battery-Electric Bus Project, Rail Simulator Upgrades, Enhanced Real-Time Information for Customers, Stage 2 O-Train Project Construction and Legislated Improvements to Operator Breaks.

TERM OF COUNCIL PRIORITIES

• Integrated Transportation: Enable effective mobility through a sustainable, accessible and connected city transportation system. • Service Excellence Through Innovation: Deliver quality services that are innovative and continuously improve to meet the needs of individuals and communities. • Environmental Stewardship: Grow and protect a healthy, beautiful, and vibrant city that can adapt to change. • Thriving Workforce: Promote Service Excellence by supporting a workforce that is healthy, diverse, adaptive and engaged. 22

SUPPORTING DOCUMENTATION

N/A

DISPOSITION

The Transportation Services Department will report back on the progress and outcomes of the projects outlined in the 2021 Business Plan in Q1 2022.