SOUTH COAST BRITISH COLUMBIA TRANSPORTATION AUTHORITY 2017 STATUTORY ANNUAL REPORT The South Coast British Columbia Transportation Authority (TransLink) is required to provide an annual report and audited financial statements to the Mayors’ Council on Regional Transportation by March 31st. This report fulfills the reporting obligation to provide: A. A summary of operations during the year with comparison to the strategic transportation plan and the applicable service, capital and operational plans; B. The audited financial statements for the year; C. A summary of the nature of complaints received in the year and actions taken in response to those complaints; D. A summary of the results of the customer satisfaction survey process; E. Amendments to the articles of the Authority; F. A summary of the date, type and outcome of meetings of TransLink’s Board of Directors held during the year; G. Fare Collection Bylaw; and H. A summary of tickets issued and collection under Section 248. This report should be read in conjunction with the 2017 Annual Report, in order to get a full understanding of the organization and its financial and operational performance. The 2017 Annual Report will be posted on TransLink’s website. TABLE OF CONTENTS EXECUTIVE SUMMARY ................................................................................................................................................... 4 A. OPERATIONS SUMMARY ..................................................................................................................................... 5 1 Transit Service Levels .......................................................................................................................................... 5 2 2017 Investment Plan Status Report .................................................................................................................. 7 3 2017 Financial Plan ........................................................................................................................................... 13 4 2017 Capital Program ....................................................................................................................................... 16 5 Transportation Demand Management ............................................................................................................. 30 6 Short‐Term Fares Assessed ............................................................................................................................... 35 7 Borrowings Undertaken in 2017 ....................................................................................................................... 36 7.1 Long‐term Borrowing ........................................................................................................................................ 36 7.2 Short‐term Borrowing – via Commercial Paper Program ................................................................................ 36 B. AUDITED FINANCIAL STATEMENTS ................................................................................................................... 39 C. COMPLAINTS SUMMARY .................................................................................................................................. 40 D. CUSTOMER SATISFACTION ................................................................................................................................ 47 E. CHANGES TO ARTICLES OF THE AUTHORITY ..................................................................................................... 51 F. BOARD SUMMARY ............................................................................................................................................ 52 G. FARE COLLECTION BYLAW ................................................................................................................................ 58 H. SECTION 248 TICKETS AND COLLECTIONS ........................................................................................................ 61 South Coast British Columbia Transportation Authority—2017 Statutory Annual Report March 2018 EXECUTIVE SUMMARY Under the South Coast British Columbia Transportation Authority Act, TransLink is required to prepare an annual report that includes a summary of operations for the year along with a comparison to the organization’s applicable strategic, service, capital and operational plans. This 2017 Statutory Annual Report meets that requirement and includes other reporting obligations such as audited financial statements, complaints and customer satisfaction summaries. This report should be read in conjunction with the 2017 Annual Report to obtain a full understanding of the organization and the strategic platform that drives its financial and operational performance. The 2017 Annual Report will be posted on the TransLink website. TransLink’s current strategic plan, applicable to 2017, as defined by legislation, is the Update to Phase One of the 10‐Year Vision, the 2017‐2026 Investment Plan (the “Plan”) approved by the Mayors’ Council on Regional Transportation on July 27, 2017. This 2017 Statutory Annual Report makes reference to the first year of update to Phase One of the 10‐Year Vision which was approved in mid‐2017. Page 4 of 61 South Coast British Columbia Transportation Authority—2017 Statutory Annual Report March 2018 A. OPERATIONS SUMMARY 1 Transit Service Levels The table below provides a summary of conventional transit service hours, Access Transit trips and ridership numbers while comparing 2017 actual results to the Plan. Actual Investment Plan Fav/(Unfav) % Change 2017 2017 Over Plan Conventional Transit (thousands of service hours) Conventional Bus 4,354 4,378 (24) (0.5%) Community Shuttle 617 618 (1) (0.2%) West Vancouver Conventional Bus 136 139 (3) (2.2%) SkyTrain Expo and Millennium Lines 1,335 1,336 (1) (0.1%) SkyTrain Canada Line 202 204 (2) (1.0%) SeaBus 12 12 ‐ ‐ West Coast Express 36 38 (2) (5.3%) Total Conventional Transit 6,692 6,725 (33) (0.5%) Access Transit Trips (thousands of trips) HandyDART 1,120 1,185 (65) (5.5%) Taxi Supplement 130 102 28 27.5% Total Access Transit Trips 1,250 1,287 (37) (2.9%) Ridership Ridership (millions of transit journeys) 248 242 6 2.6% Note: Ridership in this table is based on delivery of total conventional transit service hours and HandyDART Access Transit service. Conventional Transit Service Levels Conventional transit service hours were mainly consistent with the 2017 year of the Plan as a result of the successful execution of service expansion as committed to in Phase One of the 10‐Year Vision. The expansion increased the frequency and capacity on the SeaBus, Expo, Millennium and Canada Lines and added new bus routes and service hours. Access Transit Service Levels HandyDART service was severely impacted by unpredictable winter conditions during the first quarter which resulted in a lower number of trips compared to the 2017 Plan. The shortfall was partly recovered by an increase in taxi supplement trips during the year and increased service hours and demand for the remainder of 2017. Page 5 of 61 South Coast British Columbia Transportation Authority—2017 Statutory Annual Report March 2018 Ridership Journeys for conventional transit service and Access Transit were 248 million and consistent with the 2017 Plan. Journeys represent a complete transit trip using Compass fare media or other proof of payment regardless of the number of transfers. The exceptional growth in Journeys is a result of improved transit service, a strong economy with low unemployment rates and higher gas prices which are influencing commuters to use more public transportation. Ridership growth continued throughout the year suggesting that the July 1, 2017 transit fare increase did not negatively impact customer behaviour. Page 6 of 61 South Coast British Columbia Transportation Authority—2017 Statutory Annual Report March 2018 2 2017 Investment Plan Status Report Phase One of the 10‐Year Vision includes expanded operating and capital investments to increase transit services and to improve roads, cycling and walking infrastructure across Metro Vancouver. A status update of the Plan is provided below. Invest to Maintain and Grow the Transportation System The Plan invests in state of good repair projects, transit operations and capital projects, including walking, cycling, roads and bridges infrastructure. In addition, it helps prepare the region for future transportation investment. Invest in State of Good Repair The Enterprise Asset Management program at British Columbia Rapid Transit Company Ltd. (BCRTC) made substantial progress in 2017 through the development of a detailed implementation and resourcing plan as well as securing budget approvals to launch project implementation. Project management and change management frameworks were also developed. BCRTC conducted rail system maintenance by replacing running rail and rail pads. In addition, rail grinding was completed on the Expo and Millennium Lines. Of the 20 recommendations from the SkyTrain Independent Review, 11 were implemented and the remaining nine recommendations are at various stages of completion. The Coast Mountain Bus Company (CMBC) Safety Management System was implemented in the Maintenance Division and is in progress in the Operations Division. Invest in Transit Operations CMBC delivered 5.1 million service hours as targeted in the Plan. Weekday peak and weekend service was improved for 23 bus routes and bus service coverage expanded