1 Report to Rapport au: Transit Commission Commission du transport en commun 20 May 2015 / 20 mai 2015 Submitted on May 7, 2015 Soumis le 7 mai 2015 Submitted by Soumis par: Kent Kirkpatrick, City Manager / Directeur municipal Contact Person Personne ressource: John Manconi, General Manager / Directeur général, Transit Services / Services du transport en commun 613-842-3636 ext./poste 2111, [email protected] Ward: CITY WIDE / À L'ÉCHELLE DE LA File Number: ACS2015-CMR-OCM-0009 VILLE SUBJECT: OC TRANSPO ANNUAL PERFORMANCE REPORT FOR 2014 OBJET: RAPPORT ANNUEL DE RENDEMENT D’OC TRANSPO POUR 2014 REPORT RECOMMENDATION That the Transit Commission receive this report for information. RECOMMANDATION DU RAPPORT Que la Commission du transport en commun prenne connaissance de ce rapport. BACKGROUND The 2014 Annual Performance Report provides both a snapshot of what occurred and a summary of how transit service was planned, operated and managed over the past year. The annual report allows for comparisons over previous years, to see how measures have been evolving. It also highlights key initiatives undertaken by the 2 Department. Since 2007, OC Transpo has been providing this annual summary as a way of improving accountability and transparency to Council and the Transit Commission. DISCUSSION OC Transpo will build on the results achieved in 2014 and will move forward with the strategic priorities identified by Council. Important transit performance highlights from 2014 include: Increased service availability, exceeding the target of 99.5 per cent; Increased Para Transpo ridership and fewer un-accommodated requests for trips; Decreased number of criminal offences per 100,000 customer trips; High levels of safety felt by our customers across different aspects of their transit experience; Increased in-service rates of elevators and escalators; and, Maintained levels of on-time performance for most categories. Several accomplishments were achieved in 2014 related to accessibility. OC Transpo completed the installation of 43 power doors at 10 Transitway stations, upgraded handrails at 14 stations, and improved lighting at seven stations. Surpassing all expectations, OC Transpo carried more than 95,000 fans to and from the new TD Place for Ottawa RedBlacks, Ottawa Fury FC and Ottawa 67’s games, as well as other events in 2014. Many important milestones in preparing for operation of the O- Train Confederation Line were met in 2014, including the relocation of LeBreton Station for a necessary construction detour. The detailed performance measures for OC Transpo in 2014 are grouped into six documents attached to this report. These documents contain measurements of: 1. Customer relations – Overall satisfaction, customer satisfaction with operators, access to electronic information, stop announcements, cleanliness, ride comfort, welcoming aboard; 3 2. Ridership – Annual system ridership, Para Transpo ridership, ridership by fare type, park and ride use; 3. Operations and maintenance – Service availability, on-time performance, Para Transpo on-time performance, scheduling procedures, elevator availability, occupancy, mechanical failure rate and impact on service, vehicle down time, fleet utilization; 4. Safety and security – Safety satisfaction, crime rate, fare compliance, vehicle collisions; 5. Special event service; and, 6. Financial indicators – Revenue-cost ratio, Para Transpo operating costs. Later in 2015, OC Transpo staff will provide a report to the Transit Commission with recommendations to make changes to the Department’s performance measurement and a revised Annual Performance Report. The updated measures will be based on experience with the current measures and on benchmarking with other transit systems, and will be focussed on service quality from the customer’s point of view. The report will also recommend changes to the form of the annual report. RURAL IMPLICATIONS There are no recommendations in this report that specifically affect rural areas. CONSULTATION No specific consultation has been carried out on this report. LEGAL IMPLICATIONS There are no legal impediments to receiving this report for information. RISK MANAGEMENT IMPLICATIONS There are no risks associated with this report. FINANCIAL IMPLICATIONS There are no financial implications associated with this report. ACCESSIBILITY IMPACTS There are no recommendations in this report that affect accessibility. 4 TERM OF COUNCIL PRIORITIES The recommendations in this report support two of the 2011-14 Term of Council priorities: Governance, Planning and Decision-Making – Achieve measurable improvement in residents’ level of trust in how the City is governed and managed, apply a sustainability lens to decision making, and create a governance model that compares well to best-in- class cities around the world. Service Excellence – Improve client satisfaction with the delivery of municipal services to Ottawa residents by measurably increasing the culture of service excellence at the City, by improving the efficiency of City operations, and by creating positive client experiences. SUPPORTING DOCUMENTATION Document 1 – Customer Relations Document 2 – Ridership Document 3 – Operations and Maintenance Document 4 – Safety and Security Document 5 – Special Events Document 6 – Financial Indicators Document 7 – Description of Figures DISPOSITION Staff will continue to monitor and report on the performance of the OC Transpo system. 5 Document 1 – Customer Relations Overall Satisfaction Satisfaction scores for OC Transpo remain high. Almost 80 per cent of all respondents gave positive ratings. The satisfaction rating among transit customers decreased slightly to 78 per cent in 2014. The rating for others (people who do not take transit) increased to 79 per cent. This is the highest rating by others the survey has ever measured. Figure 1: Customer Satisfaction Score Customer Feedback: “A passenger would like to commend the operator for being a great driver, kind, and always willing to answer any passenger questions. Excellent work!” Customer Satisfaction with Operators The number of compliments given by transit customers about operators increased in 2014 to 18.6 compliments per million passenger trips. The number of complaints raised by transit customers about operator behaviour increased in 2014 to 28.2 complaints per million passenger trips. These rates reflect all emails and telephone calls logged by OC Transpo customer service staff. 6 Figure 2: Customer Satisfaction with Operators Customer Feedback: “A passenger would like to commend the operator for ensuring that they reach their destination safely, allowing them to stay on board while deadheading to Elmvale Mall.” Access to Electronic Information The number of requests for electronic information from OC Transpo sources made in 2014 surpassed those made in previous years. Use of established sources of information, such as octranspo.com and the 560-1000 telephone system, decreased in 2014 when compared to 2013. The rate of usage of the online travel planner increased in 2014 when compared to 2013. 7 Figure 3: Rates of Access to Electronic Information Sources The majority of requests for electronic information from OC Transpo sources in 2014 were through third-party application requests, MyTransit application requests and 560560 text messaging, the three most recent formats of providing information to transit customers. Usage of these sources of information increased in 2014, with over 107 million third party Application Programming Interface (API) requests, almost 43 million MyTransit Application API requests and 24 million 560560 text messages sent. Important to note is that a single customer session usually consists of multiple API requests for live, real-time location data. As such, the results for 2012 to 2014 shown in the following figure should not be compared to figures reported for established sources shown above. Figure 4: Rates of Access to Electronic Information Requests 8 Stop Announcements The entire fleet of OC Transpo buses and trains is equipped with the Next Stop Announcement System. Customers are provided with audible and visual stop information in both official languages. The system continues to be reliable, but errors do occur from time to time. In 2014, when audited, the system either worked properly or the operator called out the stops manually 98 per cent of the time. Figure 5: Percentage of Bus Stops Called Out Customer Service Experience Program OC Transpo continued its contract with independent professionals through 2014 to objectively assess and record several factors that directly affect the quality of service provided to customers. In 2014, almost 2100 surveys were conducted onboard OC Transpo buses across the City, with surveyors collecting information at all times of the day and on a variety of routes. Three measures from the Customer Service Experience Program are presented in this report: cleanliness on buses and at bus stops and shelters, ride comfort, and a score for welcoming upon boarding. Cleanliness 9 The score for cleanliness is based on several observations made through the Customer Service Experience Program. At bus stops and shelters, a rating is made based on the amount of vandalism present, the cleanliness of the surrounding area, the condition of the bus stop flag, and the presence of unauthorized posters. Onboard the bus, a rating is made based on the cleanliness of the seats and the absence of litter. The rating for cleanliness at bus stops and shelters increased to the highest