Road to Success THE FUTURE OF PUBLIC TRANSIT IN BC

Steve Vanagas

electric provincial fleet in all vehicle “The big picture for us at BC You can’t talk about social and classifications by 2040. Transit is that electric buses will not economic success without looking at “The exciting part about a public only be reducing emissions out of Erinn Pinkerton what public transportation is doing agency, given our size and our ability the tailpipe, but they will be quieter, some of the benefits that technology when it comes to reducing its carbon to work with others like BC Hydro which is essential for community brings by offering more dynamic footprint. Currently transportation and the provincial and federal roads and on-demand services,” by drone…anything is possible,” transit,” says Pinkerton. is said to produce 24 per cent of governments, is that we can accelerate says Pinkerton. says Erinn Pinkerton, BCom ’01. Increasing passenger numbers is Canada’s total emissions. And while a program more quickly than an On-demand services, you say? Pinkerton is president and CEO of helping drive this innovative mindset public transportation produces individual car owner deciding to go Yes, don’t be surprised if in the next BC Transit, the provincial Crown as more people leave their cars at significantly less greenhouse gas electric,” says Pinkerton. few years you can book a door- corporation responsible for delivering home and rely on public transportation emissions per passenger kilometer This summer TransLink introduced to-door public transportation by Natalie Bruckner public transportation across the as their main means of getting around. than private vehicles, the service on your phone...from province, with the exception of those “Over the past three years, ridership sector is looking to further anywhere. Rather than being ELCOME ONBOARD “THE INDUSTRY IS CHANGING areas serviced by TransLink (Metro on TransLink’s system has grown by reduce its impact. your personalized drone concerned about the increasing “ ). 18 per cent—the largest increase in all “The industry is changing carrier. Please be sure you SINCE WE KNOW WE CAN’T BUILD popularity of ride shares, public W Over the past five years, public of North America and far outpacing since we know we can’t build are safely buckled up before take off. transportation is embracing it transportation in BC has undergone the growth in local population ourselves out of congestion OURSELVES OUT OF CONGESTION We will be arriving at your destination and the opportunities it presents. a massive change, but this is just the and employment,” explains Steve anymore and there needs to ANYMORE AND THERE NEEDS TO “It’s exciting to see the in less than three minutes. Sit back beginning. Vanagas, MBA ’01 and vice president, be an alternative solution. choices that people are going and enjoy the ride and don’t forget Increasingly stringent emission communications, marketing and public Customers today are not BE AN ALTERNATIVE SOLUTION.” to have. Fast, frequent bus and to provide us with feedback via our regulations, advancements in affairs at TransLink. “We are in the choosing transit solely based rapid transit, ride sharing and online virtual assistant.” technologies, market disrupters like midst of a $9-billion plan to improve on finances, but because they see it its battery-electric bus pilot—a car-sharing, e-bikes and e-scooters— While this may read like something ride-sharing as well as customer transit and transportation in the Metro as a green solution. It takes people $10-million project that will test how there will be more choices than out of a sci-fi book, the idea of expectations are just some of the Vancouver region.” off the roads, and that’s why we are well buses powered by fast-charging passenger-carrying drones as a mode of reasons BC Transit and TransLink are BC Transit has also seen an increase moving to a zero-emission fleet,” batteries work. TransLink started ever before. We see TransLink as public transit isn’t so far-fetched when exploring ideas that may have been in ridership, growing by six per cent says Pinkerton. rolling out the electric buses for a being central to ensuring that those you consider the advancements that laughed out of the boardroom just a in 2018-2019 to just over 57 million In July, BC Transit announced two-and-a-half year trial on Route choices help reduce congestion, the sector has recently made here in few years ago. passenger trips annually. The trend is the launch of the low carbon 100, travelling along Marine Drive create more opportunity and make . “The industry is changing as expected to continue in both regions. fleet program that aligns with the through Vancouver, and New our communities more sustainable,” “We often have discussions customer expectations are changing. “There is a new appreciation for Province of BC’s CleanBC plan, aids Westminster. High-powered charging says Vanagas. about transportation going into ‘the On a macro level, we have to make the vital role that public transportation provincial targets for greenhouse stations, capable of recharging the bus However, as Pinkerton says, it’s vertical,’ as we call it, especially sure we stay abreast of technology, and plays in the economic and social gas (GHG) emissions and supports batteries within four to seven minutes, not just about reducing emissions with companies like Amazon now at the micro level that means we are success of our communities,” says local government climate action are being installed at each end of the and creating more efficient service,

moving into that realm with deliveries considering what we can do to mirror Vanagas. Services; (left)Photo Vanagas UVic Photos: (right) courtesy of Steve goals. Its target is to create a fully route. but about the emotional connection.

10 UNIVERSITY OF VICTORIA | FALL/WINTER 2019 BUSINESS CLASS | PETER B. GUSTAVSON SCHOOL OF BUSINESS 11 “When you look at Uber and Lyft technology to pay for fares on their Q&A coming into the province, anyone who phones. “The traditional approach Q&A with Erinn Pinkerton has taken one is not excited because with the fare card means the backend with Steve Vanagas wanted to take on larger roles, I had to dedicate it’s an Uber or Lyft, but because it’s system has to be up-to-date; you myself to deliberately learning the art and your customer. All the courses you take interactive: you get to book your trip, have to administer the cards, and science of leadership and management. at Gustavson—accounting, finance, et know where your driver is and his or if they get lost, it is a bureaucratic What would your advice be to grads cetera—are focused on the customer, her name. You know where they are and administrative challenge. When wanting to enter the transportation which is essential in business. taking you, you have the convenience customers bring their phones on sector? of paying for it on your phone, and you the bus, they bring their own tickets What would your advice be to grads There is a big focus on planning and can rate your driver,” says Pinkerton. and remove everything we have to wanting to enter the transportation operations in the transportation sector. Local transit has already started do on the back end. We are actively sector? So if those are fields that interest you as a making headway in this realm. Since pursuing the product right now with In the transportation industry you are part graduate, transportation offers some great 2018, BC Transit real-time bus location the goal that within the year we have opportunities to develop a career. I would of so much. At the core, we are running technology (NextRide) has rolled out something started,” says Pinkerton. a business. But you’re also focused on add another piece of advice: learn strong in seven transit systems, including Pinkerton and Vanagas understand communication skills. If you want to progress customers and at the same time involved Victoria, Nanaimo, Comox Valley, that by working in transportation, in municipal, provincial and federal in any career, it’s essential to learn how to We understand you are BC born Squamish, Whistler, Kamloops and well, no two days are ever the same. funding and advocacy. You get to be part communicate and work with your colleagues, and raised? Kelowna. It allows customers to use “Technology is changing, so we need We understand you are BC born of a big solution and big picture that your teams and your customers. BC Transit’s website or their mobile to be sure we are nimble enough and and raised? I was born and raised right here in Victoria. covers a wide range of experiences. What are the unique challenges devices to track the location of their choose our products wisely, and we I was born and raised in . I’m Can you sum up what BC Transit does? transportation faces here in BC? What are the unique challenges bus. It also helps remove barriers for are not stuck on legacy systems. It’s a married with three boys—the oldest has just From small towns to large urban centres, transportation faces in BC? the visually impaired by enabling hard thing to get to. If we wait until it’s finished the BCom program at UVic. Like most other sectors, we are facing the BC Transit transports more than 57 million challenge of new technology, new entrants Our clock resets every night. Every day is a automatic next stop annunciation, perfect, we won’t ever get anywhere,” Can you sum up what TransLink does? customers in communities across the new opportunity. and provides passenger information says Pinkerton. in the market and the need to be more We finance, build, manage and operate an province every year. displays on board buses and at selected So what’s the most challenging sustainable in everything we do. Making What are you excited about integrated regional transportation system How did you enter into the bus stops to assist those with hearing element moving forward? They both transit fast and frequent and convenient moving ahead? that moves up to 500,000 people every single transportation sector? impairments. agree that it’s about constantly meeting makes people more likely to choose transit. To continue to provide a public service day, and connects 23 communities by bus, But how do you pay for it all? Transportation Like most young people who are going into Vanagas says it’s all about getting customer expectations, 24/7. that is relied on to improve people’s lives, SkyTrain rapid transit, commuter rail (West infrastructure has a big price tag and paying commerce, I thought I would be making customers more personalized “We are very real and very relevant whether that’s ferry, rail or bus. Coast Express), passenger ferry (SeaBus), on- for it is one of the toughest challenges facing millions on a stock market or a private information, faster. to the lives of a half-million people What’s your favourite route? demand service for people with disabilities, public policymakers today. company. Then, when I got my first job at Ride-on-demand services will also who use our system every day to as well as pedestrian and cycling paths, major BC Ferries in 2001, I quickly realized that Route 6 that goes along Quadra Street. It benefit those in rural communities get around. It’s a big responsibility. What are you excited about roads and five bridges. finding a job where you have a purpose goes through so many different villages as the sector explores how to better We have a huge impact on virtually moving ahead? and a passion is where I wanted to be for and neighbourhoods. There are tons of serve those routes. In the past, it has everyone in this city and that’s why How did you enter into the We are in the midst of a massive public the rest of my career. I joined BC Transit in stops, it has a high ridership, and you get been difficult to provide public transit we have to listen to people. We have transportation sector? engagement effort called Transport 2050, 2008 as the director, corporate & strategic to see the residential growth of the area. in a reasonably efficient way to some to work hard every day to provide a I joined TransLink in 2017 after 10 years as which is seeking public input on what the planning, was promoted in 2014 to vice And finally, where can we find you in low-density, rural areas. However, as safe and reliable service, and we have Chief Communications Officer for BC Hydro. next 30 years of transportation should look president, business development & chief your spare time? Pinkerton explains, this is about to to think and plan for the future,” says TransLink was coming off the most painful like in Metro Vancouver. So we’re focusing transformation officer (CTO) and became Trail running or hiking, or puzzling. I change. Vanagas. period in its history. It had a new CEO, a right now on what the public wants and what president and CEO in 2018. puzzle every day! I got into it a couple of “I am 100 per cent confident that They also both agree that when passionate board that was dedicated to they want the future to look like. Can you tell us why you chose BCom and years ago as I was looking for a way to de- fixed route, high-capacity transit will you choose to work in transit, you’re reviving the organization, and a renewed What’s your favourite route? always have its place, but we are only as good as the last trip you MBA degrees and how they have helped stress. Now, every morning before work, I commitment from all levels of government to I’m a frequent SeaBus rider. It’s an incredibly entering into more unique services. provided for that customer. That’s a big in your career? puzzle. I did a 10,000 piece once, but you improve transportation in Metro Vancouver. convenient way to get between the North Take UVic as an example. Currently responsibility to carry. I got my BCom at Gustavson and later need the physical space to do it, and I have I was offered an opportunity to create a new Shore and downtown Vancouver. And it’s a we drop everyone off at the Exchange, “It’s not like flying, where you may continued with an MBA from Lansbridge been told I can’t do that again as I took up strategy, rebuild the team, and renew the beautiful ride. the entire dining table!  but how do you get to your home take a trip once a year. In some cases brand—I couldn’t turn it down. University. You can take all the courses And finally, where can we find you in at the end of the day? This is where it’s three or four times a day. You can and learn A, B, C, D and E, but when you Can you tell us why you chose an MBA and your spare time? roll them all together, it doesn’t matter we start to look at on-demand bus have five good days and then one bad how it has helped in your career? I spent the last decade coaching soccer so I if you are working in a public, private or scheduling—moving away from a fixed day on the system and it impacts you,” I saw an MBA as something I needed to do to still enjoy watching my sons playing for the not-for-profit, it all comes back to who is route to a pick-up/drop-off—as we can says Pinkerton. “I have become almost use technology to facilitate that,” says obsessed with how a massive agency take the next step in my career. Up to that point North Vancouver Football Club. Otherwise, Pinkerton. works and how it breaks down into the I had worked in journalism and politics, and you will find me at a gym or obsessively Before we transition to that point, minute-by-minute experience of our I had taken on leadership and management trying to complete New York Times’ roles, but without any formal training. If I crosswords.  the next stop is riders using current Services; (left)Photo Vanagas UVic Photos: (right) courtesy of Steve customers.” 

12 UNIVERSITY OF VICTORIA | FALL/WINTER 2019 BUSINESS CLASS | PETER B. GUSTAVSON SCHOOL OF BUSINESS 13