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September Service Change - Focus on Customer Outreach

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September Service Change - Focus on Customer Outreach Transpo Express FALL 2017_Layout 1 2017-Oct-20 10:42 AM Page 1 TRANSPO express FALLFall 2017 2018 September Service Change - Focus on Customer Outreach 2. Derek Stevens 3. Tony Spinello GARAGE ATTENDANT 1. Tim Wielinga PARA TRANSPO 1. 7150 Brian Ferguson 2. 7313 Hussein Suleiman Manisha Sharma assisted with Customer Outreach at St-Laurent Station nother successful Service Change Customer Out- Staff Hub by some outreach staff. Staff Hub is a Microsoft CONVENTIONAL reach phase finished on Sunday, September 7, program that provides communication and scheduling A2018. This was the first time the new red Out- tools that Community Relations is exploring for future 1. 2883 Manjit Nagra reach vests were available for our employees to wear, Outreach activities. These pilots were successful and will and we received many positive comments from staff likely lead to other innovative approaches in the future. 2. 5833 Kulwinder Sidhu and customershe 2017 alike. Roadeo There competitionwere also two and pilot weatherprojects competition this year. Manjit will compete in the launchedwas during HOT! this Competitors, outreach; one spectators, was targeted staff Man and- “Thanks2018 International to all who were Roadeo involved in Tampa, in the Florida.design and He 3. 2643 Terry Claesson darin languagevolunteers outreach came and outthe otheron wasa thebeautiful use of implementationwill be joined of by the William vests Castillo,and outreach Derek program.” Stevens T – Kamel El-Cheikh, Community Relations September Sunday for this year’s annual Roadeo. and Tony Spinello, who will compete in the Operator Manjit Nagra, who was runner-up in past Mechanical competition. years, won first place in the Conventional Transit In this issue 2017 ROADEO cont’d P. 4-5 Ticket Machines with B is for Bus Driver 5 OC Transpo Employees InVideo this Chat Customer issue honoured for coming to Service Support 2 Bike to Work Month 5 the aid of others 7 Training - one track at at New Employee Passes 4 OC Celebrates Ottawa aWhat time is E.W.O? 22 A poem - Diversity for All 5 CapitalOC Transpo Pride at the 2018 7 ROADEO 2017 4-5 International Bus Rodeo 8 More Presto Options Transferring on the OC Transpo marks a decade Fire Prevention Week 8 in Ottawa 2 Saveof participating the Date! Annual in the Confederation Line 3 Family Fun at the 2018 Capital Pride parade 5 OC Transpo Roadeo 8 Transportation Services Christmas Food Drive 6 OC Transpo Employee breaks Whathauls isin ServantCity Manager Leadership? 3 into Record Books 8 Get to know your Awards 3 Kudos to OC Transpo 6 New Route Numbers workplace Health & Safety starting September 2 8 Get to Know Your October is Breast Cancer SpikesCommittees for HOPE 66 WorkplaceWorking Group Health to andEvaluate Awareness Month 8 Operator Protection Rail Replacement Service SafetyBarriers Committees 3 3 TRANSECUREShowcasing Ottawa’s 7 logo and route number Evolving Transit System change 8 ManishaBehind the Sharma Scenes - 4 at Doors Open Ottawa Business Processes 4 6 Ticket Machines with Video- What is E.W.O.? mergency Wardens Organization, also known Chat Customer Service Support as EWO, is a federally legislated requirement Efor OC Transpo. EWO is also a program that t the new ticket machines customers Important features of the new multi-day may or may not be known by many of the employ- can purchase their fare or load their Pres- passes: ees within the organization. While not all employ- to card with a monthly pass or add money A ✰ Multi-day passes are valid for unlimited ees need to understand the program from top to to their e-purse available for immediate use. travel until the printed expiry date and time on bottom, it’s certainly a feather in your hat to have If customers need any help using the ticket machine, OC Transpo buses, trains, Para Transpo and some general knowledge about the program and they can use video-chat to contact an OC Transpo STO buses. recognize co-workers that participate as members Customer Service Representative (CSR). When the in an effort to ensure the safety of their co-workers. ✰ customer starts the video-chat it also allows the Multi-day passes are activated as soon as they are purchased from a ticket machine. Emergency Wardens can be found in all CSR to remotely control the ticket machine screen OC Transpo buildings you work in, excluding transit and help the customer complete their transaction. ✰ See image below for a sample multi-day and O-Train stations. Some example locations of Video-chat is also used to help event ticket hold- pass, highlighting: the EWOs are, all dispatchers, garage supervisors, and multiple floor wardens on each level of the ers (with transit fare included) get through the fare • Printed expiry date and time gates. admin building. While on a day-to-day basis you • Adult Fare Class – all customers aged may not recognize who the emergency warden is NEW fares available at O-Train Line 2 ticket 6 years and up in your area, you can often identify them by the machines EWO sling backpack hanging in their workspace, • Child Fare Class – all customers | often accompanied by a white or red hard hat. Multi-day passes (3, 5, 7) aged 0 – 5 years Starting this summer, customers will be able to The Safety and Compliance department recently purchase a new type of fare media - the multi-day • Number of days of the multi-day pass released a new online training module for the EWO pass - valid for three (3), five (5), or seven (7) days (3, 5, or Days) program. It’s available to all employees, so if you from OC Transpo ticket machines. We are excited are interested in obtaining additional knowledge Multi-day passes are for individual use only. They about this new fare product. It will cost $25.75, about the program, simply login to iLearn if you cannot be used as a FamilyPass for a group on $41.25, and $49.00, respectively. have network access or uLearn, if you don’t have ac- weekends or holidays. Customers should purchase cess. Once logged in, simply search for EWO Train- the single DayPass on weekends for this purpose. Multi-day passes are printed on paper card- ing and complete the presentation and short quiz. stock with smartcard technology inside and are At this time, multi-day passes are only available tapped like a smartcard at the fare gates. Sim- In an effort to stay up to date, training is ongoing at O-Train Line 2 ticket machines at Greenboro, ilar to a Daypass, the multi-day passes are visu- for all existing members and new members alike. Mooney’s Bay, Carleton and Carling stations ally inspected on the buses and not tapped at In recent months, all transit supervisors received except Bayview. this time. The software on the readers on bus- in person EWO presentations and SCU Commu- es will be upgraded in 2019. When that occurs, For more information visit: nications Coordinators will follow shortly. These these fare products will be able to be tapped. www.octranspo.comand-passes efforts were undertaken due to the implementa- tion of our first 2-Stage fire alarm system at 875 Belfast. When you visit the building, take a mo- ment to review the specific evacuation procedures. Continuous updates to the EWO kits are ongoing to ensure the latest information is always available and to help ensure the best safety and communi- cation for all. If there are any questions, comments, or concerns with regard to the EWO program, please contact the Safety and Compliance department: [email protected] More Presto options in Ottawa! here are now 77 locations across the City The limited edition Ready for Rail white and red Save the Date where customers can buy and load their cards are sold at O-Train Line 2 ticket machines, TPresto card. These include: OC Transpo Customer Service Centres, and select City of Ottawa Client Service Centres. Your 2018 ✔ 66 Shoppers Drug Mart, Loblaws and Real Canadian Superstore locations Black Presto cards are sold at select Shoppers Drug WRF Christmas party Mart, Loblaws and Real Canadian Superstore loca- ✔ Four OC Transpo Customer Service Centres tions and online and by phone directly from Presto. is Saturday, ✔ Three ServiceOttawa Client Service Centres; and December 15, 2018! ✔ Four O-Train stations (Greenboro, Mooney’s Bay, Carleton and Carling) New Look, Same Presto Two new Presto card designs have hit the street in Ottawa. The new cards work the same way as the green Presto cards. v Transportation Services hauls in City Manager Awards David Pepper (photo below with Steve Kanallakos) is being recognized for being a diversity and inclu- sion ally and champion at the City for 23 years with both the Ottawa Police Service and Transportation Services Department. His leadership is character- ized by respect and compassion for others in ev- eryday work situations. David possesses the cour- age, knowledge and curiosity to collaborate and take action on new initiatives, as demonstrated by his work for Transportation Services with the Safe- ty Stakeholder Working Group, Aboriginal Working Committee and the Exterior Bus Announcement Working Group. Inspiring his team to bring unique perspective to the workplace in a creative way, David relishes the opportunity to engage with customers, staff and stakeholders to understand ongratulations to the following Transpor- Diversity and Inclusion - In the Workplace issues from the “end user” perspective. He has been tation Services colleagues who won City a tremendous supporter of the LGBTQ+ communi- David Pepper CManager awards at the ceremony on ty in the workplace. He promotes participation in June 15, 2018. Day of Pink, as well as Capital Pride week with the entry of a float and a Pride flag-raising ceremony.
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