MiWay 2021–2024 Business Plan & 2021 Budget Foreword Our Vision for the Future Mississauga will inspire the world as a dynamic and beautiful global city for creativity and innovation, with vibrant, safe and connected communities; where we celebrate the rich diversity of our cultures, historic villages, Lake Ontario and the Credit River Valley. A place where people choose to be. Mississauga City Council approved Our Future Mississauga; a Strategic Plan to achieve this vision over a 40-year timeframe. The City engaged over 100,000 people to develop this Vision Statement. To achieve this vision the City has identified five Strategic Pillars for Change: move, belong, connect, prosper, and green. Each year the City proposes various initiatives that are aligned with the Strategic Pillars and are intended to bring us closer to fulfilling our vision for the future. The City delivers over 300 services which are consolidated into 16 Service Areas (including the Stormwater Program) that are outlined in this Plan. The 2021-2024 Business Plan and 2021 Budget document details how and where the City plans to allocate resources to deliver programs and services. The City is committed to providing programs and services cost effectively. In this Plan we have outlined measures that will help assess the quality, efficiency and customer satisfaction that our services achieve. The results help inform decisions on resource allocations and direct program offerings, and improve service delivery to ensure our vision is efficiently realized. Table of Contents Executive Summary of MiWay ....................................................................................................................................................................... 3 Core Services .................................................................................................................................................................................................. 4 Vision, Mission, Goals of Service and Service Delivery Model ..................................................................................................................... 4 Response to COVID-19 ................................................................................................................................................................................ 5 Service Levels and Trends ............................................................................................................................................................................ 7 Performance Measures and Results ........................................................................................................................................................... 11 Balanced Scorecard .................................................................................................................................................................................... 13 Awards and Achievements .......................................................................................................................................................................... 14 The 2021-2024 Business Plan Outlook ....................................................................................................................................................... 15 Planning for the Future ................................................................................................................................................................................ 15 Finding Efficiencies ..................................................................................................................................................................................... 20 Advancing the City’s Strategic Plan ............................................................................................................................................................ 22 Transforming our Business with Technology .............................................................................................................................................. 23 Maintaining our Infrastructure ..................................................................................................................................................................... 24 Managing our Human Resources ............................................................................................................................................................... 29 Proposed Operating Budget ........................................................................................................................................................................ 32 Operating Budget Details ............................................................................................................................................................................ 33 Proposed Budget by Program ................................................................................................................................................................. 33 Summary of Proposed Budget ................................................................................................................................................................. 34 Proposed Cost Increase Required to Current Service Levels ................................................................................................................. 35 Proposed New Initiatives and New Revenues ......................................................................................................................................... 36 Proposed Capital Budget ............................................................................................................................................................................. 37 Proposed 2021-2030 Capital Budget by Program ...................................................................................................................................... 37 Proposed 2021-2030 Capital Budget by Funding Source .......................................................................................................................... 38 Proposed 2021 Capital Budget Detail ......................................................................................................................................................... 39 Proposed 2021-2030 Capital Budget by Sub-Program............................................................................................................................... 41 Executive Summary of MiWay Mission: MiWay provides Mississauga with a shared travel choice that is friendly, reliable and respects the environment. We help to connect people to their destinations with ease. We are people who care about people. Our dedicated team is passionate about providing a customer experience that makes our customers feel valued. Helping make life in our city better. We strive to listen to customers as we continuously evolve to meet the changing needs of the community. Services we provide: • In 2020, MiWay is celebrating its 10th anniversary since • MiWay is Ontario’s third-largest municipal transit service rebranding in 2010 provider, operating conventional, fixed-route transit service Highlights of the Business Plan include: • Within the Greater Toronto and Hamilton Area (GTHA), MiWay routes create economical and efficient transportation • Continuing to operate as an essential City service during all connections between popular destinations throughout stages of COVID-19, responding quickly to the impact of the Mississauga and our services connect with neighbouring pandemic and emergency orders on operations and on- transit systems including GO Transit, Toronto Transit street service Commission, Brampton Transit and Oakville Transit • Adjusting service along the Hurontario corridor to minimize • MiWay provides two types of service: MiExpress, providing impacts to travel and deliver reliable service during frequent service on limited-stop routes; and MiLocal, Hurontario Light Rail Transit (HuLRT) construction providing service on regular and school routes • Accessing the Investing in Canada Infrastructure Program (ICIP) to upgrade MiWay vehicles, improve infrastructure, Interesting facts about this service: and enhance technology • The City of Mississauga purchased the local transit service • Achieving savings through transitioning service from in 1974. At that time only eight routes operated with 54 Islington Bus Terminal to Kipling Bus Terminal and buses that were boarded four million times that year. Today cancellation of two express routes MiWay operates a total of 79 routes with 511 buses (September 2020), and customers board a MiWay bus over 57.8 million times per year (Canadian Urban Transit Net Investment ($000s) 2021 2022 2023 2024 Association 2019) Operating 84,752 88,134 93,873 99,278 • In 1982 MiWay was the first transit system in Ontario to Capital 23,288 84,602 76,502 45,716 utilize 60-foot articulated buses. Today there are 68 in our Full Time Equivalents 1,434.7 1,434.7 1,461.7 1,484.7 fleet. In 1987 MiWay was among the first Ontario transit systems to begin using an electronic farebox and in 1989, the first to introduce air conditioning 2021-2024 Business Plan & 2021 Budget D-3 Core Services Vision, Mission, Goals of Service and Goals of Service Service Delivery Model • Recover ridership and restore customer confidence • Continue to focus on the customer through the Customer Mississauga’s transit system is changing to