2017-18 Business Plan 2017-18 Business Plan 2 Table of Contents Executive Summary .................................................................................................................5 1.0 Introduction........................................................................................................................7 1.1 Legislative Mandate ............................................................................................................................................. 7 1.2 Organization Profile ............................................................................................................................................. 7 1.3 Metrolinx Quick Facts & Service Highlights........................................................................................................ 8 2.0 Strategic Direction ........................................................................................................... 10 2.1 Adva ncing our Fi ve Year Stra tegic O bj ec ti ves .................................................................................................. 10 3.0 Business Context 2017-18 ................................................................................................ 13 3.1 Mi nis ter of Trans portati on’s Mandate Letter .................................................................................................. 13 3.2 Minister of Transportation’s Letter of Direction on Oversight and Accountability....................................... 13 3.3 Momentum from 2016-17 Results.................................................................................................................... 14 3.4 Recent new GO rail and bus service expansion implementation ................................................................... 14 3.5 Recent transit investment announcements ..................................................................................................... 14 3.6 Auditor General Report on Capital Improvement ........................................................................................... 15 3.7 Business Scan: Chall enges and Opportuni ti es.................................................................................................. 15 4.0 Metrolinx Deliverables ...................................................................................................... 18 4.1 Di recti on for 2017-18......................................................................................................................................... 18 5.0 Financial Profile ............................................................................................................... 20 5.1 Operating Budget ............................................................................................................................................... 20 5.2 Capital Investment ............................................................................................................................................. 22 5.3 Capi tal Ass et Gr owth.......................................................................................................................................... 25 5.4 Performance Measures and Targets................................................................................................................. 25 5.5 Financial Performance ....................................................................................................................................... 25 5.6 Managing Uncertainty ....................................................................................................................................... 30 6.0 Joint Stakeholder Deliverables ......................................................................................... 32 6 .1 Infras tr uc tur e O ntari o (IO ) ................................................................................................................................ 32 6.2 Muni cipal Partners ............................................................................................................................................. 32 6.3 Rail Pa r tners........................................................................................................................................................ 33 6 .4 Key Delivery Par tners ......................................................................................................................................... 33 7.0 Organizational Initiatives .................................................................................................. 34 7.1 Fare Integration .................................................................................................................................................. 34 7.2 Metrolinx Sustainability Strategy ...................................................................................................................... 34 7.3 Diversity and Inclusion Program ....................................................................................................................... 35 7.4 Stakeholder Cons ul tations and Communi ty Relati ons .................................................................................... 37 7 .5 Tra nsi t Pr oc ur ement I ni tia tive .......................................................................................................................... 39 8.0 Transit Operations ........................................................................................................... 41 8.1 Transit Operations Service Highlights ............................................................................................................... 41 8.2 GO Regional Express Rail ................................................................................................................................... 41 8.3 Expansion and Optimization............................................................................................................................. 42 8.4 State Of Good Repair (SOGR) ........................................................................................................................... 43 8.5 Rail Service Extension ........................................................................................................................................ 43 8.6 SmartTrack .......................................................................................................................................................... 45 8.7 Rail Safety and Security...................................................................................................................................... 47 9.0 PRESTO ........................................................................................................................... 47 9.1 PRESTO Fare Card Hi ghlights ............................................................................................................................. 47 9.2 PRESTO Customer Service Strategy .................................................................................................................. 48 9.3 PRESTO Business Model and Service Provider Engagement........................................................................... 50 10.0 Rapid Transit Implementation (RTI) ................................................................................ 52 10.1 Rapid Transit Projects ...................................................................................................................................... 52 2017-18 Business Plan 3 10.2 Funding for Other Future Projects .................................................................................................................. 52 11.0 Regional Transportation Planning .................................................................................. 53 11.1 Legislated Review of the Big Move ................................................................................................................. 53 11.2 Metrolinx Mobility Management.................................................................................................................... 54 12.0 Customer Service and Customer Experience.................................................................. 55 12.1 Enhanci ng the Cus tomer Experi ence, Dri ven by Cus tomer Insi ghts ............................................................ 55 12.2 Customer Service Strategy .............................................................................................................................. 55 13.0 Metrolinx Internal ........................................................................................................... 59 13.1 Planni ng, Budgeting and Key Performance Indicators .................................................................................. 59 13.2 Human Resources Profile ................................................................................................................................ 59 13.3 I&IT Profile ........................................................................................................................................................ 62 13.4 Communication Plan ........................................................................................................................................ 65 Appendix ............................................................................................................................... 67 Key Assumptions: Transi t Operations Ridership ...................................................................................................