At yesterday’s Transit Commission meeting, the 2020 Transit Services Business Plan was tabled. This strategic plan focuses on 12 initiatives for this year ranging from presto enhancements to an alternative fuel program for the OC Transpo fleet.
At the top of the list are customer service improvements. OC Transpo is continuing its work to modernize all aspects of the customer service operation, to adapt to changes in how customers use OC Transpo services, and to improve responsiveness for customers across all channels.
Among other items, staff plan to deliver the following improvements for customers in 2020:
- Implementation of online booking for Para Transpo service. Starting this Friday, a new webform available on OC Transpo’s website is being tested.
- Faster and more detailed information provided in real time on the current state of services including improved integration and presentation of service status, next train and next bus times, and customer alerts.
- Customer support staff at selected O-Train and Transitway stations, building on the experience with red-vest O-Train Ambassadors.
Under the Chair of the Transit Commission, Councillor Hubley has recently established a Councillor Steering Group, on which I sit. We are working with OC Transpo staff to develop service metrics, which will be reported regularly to Council. These metrics are critical as we hold OC Transpo accountable for providing service to our residents and working to continually improve it.
The business plan includes a commitment to enhanced GPS functionality by year end. New software is being explored to be able to provide reliable GPS function for customers. I know this is a current weakness and source of frustration for many transit riders.
OC Transpo has an ambitious business plan that I, along with my Council colleagues, will be holding them accountable for. Ottawa deserves – and has paid for – a world class system!
Please continue to reach out and share your suggestions and concerns. Your feedback is invaluable to me, as I work on your behalf to improve service.