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Cyberattack Recovery • Translink's IT Systems and Related CMBC Applications Were Taken Offline Due to a Cyberattack on Decem

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Cyberattack Recovery • Translink's IT Systems and Related CMBC Applications Were Taken Offline Due to a Cyberattack on Decem PRESIDENT & GENERAL MANAGER’S REPORT MARCH 25, 2021 TRANSLINK BOARD MEETING Cyberattack Recovery TransLink’s IT systems and related CMBC applications were taken offline due to a cyberattack on December 1, 2020. Through December during the network disruption, all CMBC departments ran in ‘fallback mode’ with manual processes. For example: assigning Transit Operators to buses, parts order tracking and maintenance planning, capital projects approval, and activities to support Access Transit customers were all handled via phone, paper, and pen. As part of the ongoing recovery efforts, key CMBC systems have been brought back on-line and this work continues on a system priority basis. TransLink Strategic Priority: CUSTOMER EXPERIENCE AND PUBLIC SUPPORT CUSTOMER EXPERIENCE Reindeer Bus In December 2020, five additional Reindeer Buses were staged for the holidays, bringing the total to seven. One conventional bus for each depot and one Community Shuttle running out of Port Coquitlam Transit Centre spread cheer throughout the holiday season. Winter Service Changes Signage was installed across the system to notify customers about Winter Service Changes that went into effect on January 4, 2021. Bus service levels across the region were adjusted to provide more space and reliable trips on busier routes. Winter Weather Response and Readiness Transit Communications (TComm) continues to be in frequent communication with all Metro Vancouver municipalities to ensure transit routes and all priority corridors are maintained during snowy conditions. All municipalities, universities, and snow removal contractors shared their COVID-19 response and readiness plans with TComm. Information was gathered from internal and external stakeholders to create a snow removal map to identify areas where snow can be piled to mitigate stacking of buses. Testing of the weather stations and contractor call-out system was successfully completed. CMBC successfully implemented the Winter Weather Plans for the first and second snowstorm of the season without any service impacts. Page 1 of 9 Re-allocation of Bus Service As a result of the COVID-19 pandemic, ridership has significantly decreased, but not in a uniform manner. For example, industrial routes and routes serving construction areas have seen less of a decrease versus routes serving universities. To combat the unpredictability of ridership and attempt to prevent overcrowding, some service was reallocated to the Spareboard so it could be dispatched on an ad-hoc basis. This data was recorded and informed our decisions on service allocations for January 2021. Brighouse Loop The updated Brighouse Loop in Richmond officially opened on November 9, 2020. During the project phase, Operations worked with Transit Operators, Transit Supervisors and liaised with multiple stakeholders including TransLink and the City of Richmond to address issues regarding getting in and out of the loop safely. One key element of the updated loop, for example, was the implementation of an “advance green light,” allowing buses to depart the loop while other traffic is held at a red light. Fare Revenue There was a slight increase in physical cash and coin counts during the holiday season in December. However, in January 2021, ridership returned back to the levels previously seen during the pandemic prior to the holidays. Cash-paying customers will see a change in paper transfers by Q3 2021. CMBC will move to a transfer that uses thinner paper stock, resulting in overall cost savings. Access Transit Service Delivery (ATSD) Ridership – Although trips dipped to 35% of budget in December, the year ended with an average of 44% of trips being delivered. About 95% of trips have two or fewer customers, allowing for proper physical distancing. Flettner vents – Working with Maintenance and Corporate Safety, an air venting system that circulates fresh air into the vehicle on a regular basis was identified. These small rooftop vents will be installed on the full HandyDART fleet of 340 vehicles by the end of May 2021. Resource planning – Working with Access Transit Planning and a third party consultant, a forecasting tool was built for the HandyDART service. This tool will help forecast fleet, operators, and facility needs into the future. Replacement for North Road depot – The North Road HandyDART depot will be moving to a new site to accommodate the development of BCRTC’s OMC IV. Work is underway to secure a promising property in Coquitlam near the existing site. HandyDART must vacate the North Road location on July 31, 2021. Wheelchair-accessible Bus Stops CMBC is currently at 80.3% for bus stop wheelchair accessibility with 6,663 accessible stops across the system. COVID-19 Testing Sites CMBC and TransLink worked with Fraser Health and internal stakeholders to set-up COVID-19 testing sites at South Surrey Park & Ride and Coquitlam Central. These sites will remain operational until December 31, 2021. Page 2 of 9 Customer Information Call Centre Monthly call volume has continued to decline by approximately 3% monthly since August 2020. This is likely due to the ongoing pandemic, and its effect on ridership across the transit system. Proactive communications via all available customer-facing channels have also increased recently with more Twitter posts and chats, alerts on translink.ca, and an update for translink.ca that placed NextBus and Google Trip Planner directly on the homepage. The number of customer complaints received has continued to trend downward. Complaints have focused mainly on concerns over physical distancing, mask compliance, and bus pass-ups. Hand Sanitizer Dispenser Pilot The hand sanitizer pilot on 10 RapidBuses at Burnaby Transit Centre and 10 RapidBuses at Hamilton Transit Centre concluded on December 31, 2020. Following the pilot, a review was conducted, and it was decided that due to minimal usage and high cost, CMBC will not implement hand sanitizer across the fleet. SAFETY Electrical Safety Program CMBC worked with an external consultant to provide a framework for its updated Electrical Safety Program. The external consultant provided best practices and specific recommendations to improve electrical safety at CMBC, which is critically important as we move towards electrification of the fleet and on-route/in-depot charging. To continue developing the program, a working group comprised of representatives from Maintenance, Operations, Training, and Corporate Safety has been created. Certificate of Recognition (COR) Audit CMBC passed WorkSafe BC’s COR Audit in October 2020, achieving 86% for the Safety Audit and 96% for Injury Management including Stay at Work/Return to Work. The Safety score was the same as 2019 and Injury Management improved by 3%. WorkSafeBC allowed the COR Auditors to recognize COVID-19 impacts to regular operations during 2020. 2021 will be the final year of the Injury Management portion of the COR Audit. WorkSafeBC will be focusing on Return to Work programs and initiatives that provide the best outcomes for injured workers. CMBC has also recently formed a working committee on Return to Work programs. Health & Safety Software The Health and Safety Software project, intended to modernize safety processes, incident management, Return to Work tracking, corrective actions, and performance reporting is now well into the development phase. Enterprise workshops to establish new, more efficient and effective safety processes are underway. These processes will be embedded in the software, with roll-out and training expected to begin in 2022. A change management plan is being developed to support the successful implementation of the project. Page 3 of 9 Responding to the COVID-19 Pandemic: Our Employees Mask policy – In early November 2020, the CMBC internal mask policy was updated, making masks mandatory for all employees while moving around inside our facilities. Mask protocols are being continuously reviewed and updated as best practices and recommendations from public health officials change. Daily health screening – CMBC established daily COVID-19 Health Screening processes for employees at all CMBC work locations in accordance with the Ministerial Order of November 2020. The screening is completed via the BC Government’s COVID-19 Support App shown at the worksite door or by verbally answering health and travel-related questions. Screening stations at all depots and garages operate 24/7. Facility COVID-19 Safety Plans – Plans continue to be updated as needed. The most recent updates include the requirement for Event Safety Plans. This type of plan is necessary when an event occurs that either does not regularly occur and significantly increases the facility occupancy or is a temporary change in business operations. Examples of such events may include Transit Operator Sign-up, media events, employee appreciation days, or special projects where an increased number of individuals attend the facility for a period of time. Safety Compliance and Screening Audits – Corporate Safety and TransLink Internal Audit are conducting reviews of COVID-19 Safety Plans and screening processes to ensure compliance. Minor deficiencies are rectified with site management immediately. Hotline – The employee hotline saw consistent call volumes in Q4 2020 with 67 inquiries. Employees with questions can speak with their manager, call the hotline, use the employee inquiry e-mail address, or contact Occupational Health. COVID-19 Infection Control Initiatives To explore new and innovative ways to improve
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