Highlights – 2011 Annual Performance Report

Highlights – 2011 Annual Performance Report

Customer Satisfaction

• The actual number of compliments voiced by transit customers about operator behaviour increased by almost 40% in 2011.
• The complaint rate and number decreased significantly in 2011 (26.7 complaints/million trips)
• Overall satisfaction rating among transit users fell to 59% from 73%, however at the time of the survey, a major reorganization of the transit network had been recently made and many customers were anxious about the effect of those chances.
• Access to electronic information decreased very slightly but the introduction of the 560560 text messaging service in September 2011 was an instant success with almost one million requests (from September to December 2011).
• The customer call centre succeeded in increasing the proportion of complaints and inquiries that were resolved at the initial point of contact from 69% (2010) to 83% (2011).
• Bus stop/shelter and onboard cleanliness ratings remain steady.

Ridership:

• Conventional transit services reached the highest level of annual ridership ever in 2011, with a steady increase from quarter to quarter, achieving 103.5 million trips for the year
• Efficiencies within Para Transpo service delivery resulted in higher occupancy rates per vehicle, which allowed Para Transpo to record a ridership increase of 4.8%, despite operating within a fixed-capacity environment
• In 2011, there was a modest decrease in the percentage of customers paying full fare, while the percentage of discounted pass sales increased (partly due to the introduction of the U-Pass pilot project), however the overall percentage of all types of pre-paid passes increased from 75% in 2010 to 79% in 2011
• On an average weekday, there are more than 5,000 Park and Ride spaces being used
• In 2011, Park and Ride space usage continued to increase by 7.5% while Park and Ride capacity increased by 9.4% (additional spaces added at Leitrim, Fallowfield & Trim Stations).

Service Planning

• The total number of revenue service kilometres driven by buses rose by 2.9% in 2011
• The strong increase in overall ridership, as well adjustments made for Fall service, led to increased occupancy rates in the morning peak period on radial, cross-town and express routes.Operations and Maintenance:- Being on-time, which is defined as not arriving early and being no more than five minutes past the scheduled time, has been improving in each of the past three years during the morning peak period. Over the same time period, running early has been steadily decreasing
• Regular routes ran on time 65% of the time during the morning peak, up from 58% in 2010
• Streamlining the route network through downtown is gradually increasing reliability, however afternoon on-time performance remains problematic due to the variability in travel times through the congested downtown
• In 2011, Para Transpo's on-time performance increased to 95%
• Mechanical failures that resulted in interrupted or cancelled service decreased in 2011
• The number of mechanical failures per 100,000 vehicle-km dropped in 2011 - by 21% - as a result of newer buses and improved maintenance processes launched in conjunction with the opening of the new Industrial Garage in 2010
• Buses that were repaired and made available again on the same or the following day increased to 76% from 73% in 2010, while the percentage of repairs requiring more than two days of down time also declined in 2011
• The average age of the fleet dropped to 4.0 years after the City's substantial investment in 306 new articulated buses.

Safety and Security

• According to the Fall 2011 customer survey, the perception of safety by transit customers was the highest it has been in five years
• The overall number of collisions increased by 4% in 2011, due to a 6% growth in non-preventable collisions (such as when a bus is struck in the rear by another vehicle)
• The number and rate of preventable collisions decreased slightly by 1%.

Financial Indicators

• Many of OC Transpo's cost-saving efforts have begun to show positive results, with the department attaining a 52.2% revenue-cost ratio, an increase of 2.4% over 2010
• The total operating expenses per vehicle-kilometre travelled by conventional service increased by 2.5% in 2011, with fuel being the major driver of this increase (the non-fuel component of the operating efficiency increased just over 1%)

Accessibility

• As mandated by the Transit Commission, efforts towards eliminating accessibility barriers are progressing well - the retirement of the last of the high-floor buses in 2011 essentially guarantees that passengers no longer need to skip a ride due to boarding challenges
• Elevators and escalators at Transitway stations were fully operational approximately 95% of the time in 2011
• The Next Stop Announcement System provides customers with stop information in both audible and visual formats and in both languages and by the end of 2011, all buses were equipped with this technology.

Fuel and Emissions

• The arrival of new articulated buses was completed in early 2011, significantly decreasing GHG emissions on the articulated bus fleet
• The new articulated buses are equipped with much cleaner burning engines and fuel systems
• The rate of fuel consumption increased by 0.8%, from 64.4 L/100km in 2010 to 64.9 L/100km in 2011 for the entire bus fleet, however this was due to the increased number of kilometres driven
• The new high capacity double-decker buses will aid in reducing total fuel consumption on a per-passenger basis.

FAQ – 2011 Annual Report

2011 Annual Performance Report
Frequently Asked Questions:

1. How did OC Transpo improve its service in 2011?
2. The report shows there was a significant drop in overall satisfaction by transit users in 2011. What happened?
3. What did customers think of the customer service provided by operators?
4. How did OC Transpo improve getting information to customers and responding to their inquiries?
5. What’s the reason for high ridership numbers for 2011?
6. What are the trends of buses running on-time?
7. The data shows fewer buses are out of service due to mechanical service. What changed?
8. What are the trends on customer safety and security?
9. The operating expenses per vehicle-kilometre has increased, with fuel costs as the main driver. What is OC Transpo doing to address this?
10. What is OC Transpo doing to recovering the cost for special events?

1. How did OC Transpo improve its service in 2011?

The 2011 annual report shows key performance improvements. Ridership levels are at an all-time high for OC Transpo and Para Transpo. There’s been an improved delivery of scheduled service hours and 100% of the fleet is now low-floor and has the Next Stop Announcement System. On-time performance has increased, the crime rate has been reduced and customer safety has improved.

Passenger travel times have been reduced due to the expansion of Transitway infrastructure and facilities, including the opening of the Southwest Transitway in Barrhaven. There is also an increase capacity at Park and Rides at Fallowfield, Leitrim and Trim Stations. OC Transpo also launched real-time route information and trip planning to customer via mobile devices and text-messaging service for real-time bus arrivals at bus stops.

2. The report shows there was a significant drop in overall satisfaction by transit users in 2011. What happened?

The 2011 satisfaction rating fell to 59%, which was a decline from the 73% satisfaction rate in 2010 that rebounded following the transit strike satisfaction rate of 69% in 2009. When the 2011 survey was conducted, a major reorganization of the transit network has been made and many customers were anxious about the changes. In addition, OC Transpo was the subject of intense media scrutiny and public attention due to a number of high-profile interactions between operators and customers.

OC Transpo is focused on delivering excellent service to its customers and improving the public’s perception of its service.

3. What did customers think of the customer service provided by operators?

There was a significant increase in the number of compliments by customers about operator behaviour in 2011, with a 40% increase in the actual number of compliments received. The rate of compliments per million passenger trip was the highest since 2008. Also, the rate and number of complaints was the lowest in five years.

4. How did OC Transpo improve getting information to customers and responding to their inquiries?

The introduction of the 560560 text messaging service in September 2011 was an instant success, with almost one million requests during the final four months of the year. OC Transpo will continue to adopt technology solutions to give customers the information they need, such as schedules, maps and detours. Customer use of OC Transpo’s Travel Planner service, which is available on Internet and mobile devices, also increased in 2011.

OC Transpo’s customer call centre also improved its resolution of complaints and inquiries at the initial point of contact with customers, improving the resolution rate to 83% in 2011 from 69% in 2010.

5. What’s the reason for high ridership numbers for 2011?

OC Transpo ridership numbers reached the highest level of annual ridership ever, with 103.5 million trips for the year. The first full year of the U-Pass pilot project implementation at University of Ottawa and Carleton was a factor, along with rising gas prices and modest growth in the local economy. Over the last five years, ridership has increased by 13%.

Para Transpo ridership also increased by 4.8% due to efficiencies from using vans and contracted taxis that have a higher occupancy rate per vehicle.

6. What are the trends of buses running on-time?

Over the last three years, regular route buses being on-time has improved during the morning peak period, climbing to 65% in 2011 from 53% in 2009. Buses running early have been steadily decreasing. Afternoon on-time rates remains problematic due to downtown congestion affecting travel times.

7. The data shows fewer buses are out of service due to mechanical service. What changed?

The number of mechanical failures per 100,000 vehicle-km dropped significantly in 2011 by 21%. This is as a result of newer buses and improved maintenance processes implemented in conjunction with the opening of the new Industrial Avenue garage in 2010. In addition, the average age of the fleet dropped to 4.0 years in 2011 from 6.1 years in 2010, due to the City’s substantial investment in 306 new articulated buses.

8. What are the trends on customer safety and security?

In 2011, the perception of safety by transit customers was the highest it has been in five years. The recognition and practices of special constables and the presence of fare enforcement officers has contributed to an overall reduction in crime and an increase in customers feeling safe. The number of preventable collisions has dropped slightly by 1% while the overall number of non-preventable collisions increased by 4% in 2011.

9. The operating expenses per vehicle-kilometre has increased, with fuel costs as the main driver. What is OC Transpo doing to address this?

The rate for total operating expenses per vehicle-kilometre travelled increased by 2.5% in 2011 and fuel consumption increased by 0.8%. However, the introduction of high-capacity double-decker buses in 2012 and the retirement of smaller, older units will help reduce fuel consumption and lead to less greenhouse gas emissions. Each double-decker bus replaces two older 40-foot buses, leading to fewer buses required to comfortably carry more passengers.

10. What is OC Transpo doing to recovering the cost for special events?

In June 2011, Transit Services staff was directed to report annually on the number of special events that received additional transit service and any associated financial sponsorship. In 2011, OC Transpo provided additional transit services to 25 special events at the cost of $660,000. OC Transpo will continue to focus on expanding cost recovery by enhancing partnership opportunities with event organizers and stakeholders, particularly for major events such as Canada Day and Bluesfest . This will include targeted pricing on tickets for large events to include discounts or pay per ride options. In 2011, OC Transpo successfully negotiated cost recovery of special event services for Winterlude 2012.