TransLink Open Board Meeting December 14, 2017
Public Delegations
CEO Report Year-End Review Kevin Desmond
Service & Ridership • Record Ridership − YTD Boardings : ↑ 6.3% − YTD Journeys: ↑ 5.9 % • On pace to surpass 400 million boardings • Service increases − 17% Rail − 7% SeaBus − 5% HandyDART − 5% Bus by January 1, 2018
Customer Focus • Increased use of social media channels − 167k Twitter followers − 30k Facebook likes • Launched and improved transit alerts − 25k+ active subscribers − 1.2m page views to our Transit Alert webpage • Custom Transit Service Delivery • LTE and wireless connectivity
Innovation in Transportation • Pilot Projects: − Electric Bus Demos − Double-Deckers − Tire Socks − Van Pool • Modo Car share program • New Mobility Forum • Compass credit card and mobile payments in development
Capital Projects • Expo Line Station Upgrades • SeaBus Construction • SkyTrain Car Procurement - 56 new SkyTrain cars - 24 new Canada Line cars • Renew and expand our bus fleet - 275 new buses - 88 new HandyDARTs - 28 new community shuttles • Broadway Extension & Surrey LRT • State of good repair • Pattullo Bridge • Major Road Network Funding • Asset Management
Finances and People • AA Credit Rating • Secured 10 th Bond Issue • Hired 533 Conventional Bus and Community Shuttle Operators • Employment Engagement Initiatives • LEAN Program
Public Interaction & Accountability • Launched new Accountability Centre • Major public consultation efforts - Phase 3 Transit Fare Review - South West Area Transportation Plan - Rapid transit consultation • First in-language consultation (Cantonese)
Looking Ahead • Improving the customer experience • Maintaining a state of good repair • Delivering on the Mayors’ 10-Year Vision
Questions?
TransLink Open Board Meeting December 14, 2017 Vivienne King, President & General Manager British Columbia Rapid Transit Company 12
Rail Highlights Q3 2017 13
Performance: SkyTrain and WCE YTD Expo & WCE Target Target Millennium 95.2 97.7 On Time Performance* 95.0 97.8 Percentage of Scheduled 99.6 100 99.5 99.9 Service Delivered* 8.2 8.8 8.1 8.5 Customer Satisfaction 95.3 99.5 95.0 97.0 Mystery Shopper* * = percentage 14
State of Good Repair Running Rail Replacement Project • Replaced 5,000 metres of running rail Rail Grinding Maintenance Program • Over 60 kilometers of running rail (entire Millennium including Evergreen) Track Noise Complaints • Trending down this Quarter (July: 110, Sept 32) 15
State of Good Repair Replaced two turnouts in Q3 Three switch machines replaced Point and stock rail replacement Platform Intrusion Emergency System repairs 16
Winter Preparedness BCRTC Snow Plan: • Multi-staged Snow Response Plan with defined responses expected from all key departments and contractors • Have addressed snow and ice related challenges affecting Canada Line service • Overall E+M and WCE service during snow operations last season was quite good considering the conditions; near normal service provided 17
November 3 rd Service Delay • Expo Line service disruption – morning peak • Two concurrent events creating a highly complex recovery • Debriefs completed, action plans defined to improve future recovery efforts • 24 customer inquiries received 18
SkyTrain Service During Delay 19
How we communicated with our customers Customer 24 customer inquiries received • Personalized replies from V. King • Social Media 6 broadcast tweets • 90 replied tweets to customers • Media Relations Four email media updates • First update - 5:51 a.m. • Proactive calls to News 1130, CKNW, CBC • 10 media interviews throughout day • 20
Completed Actions & Next Steps Completed Actions Communications • • Power collector assembly Strengthen links between enterprise brackets inspection. communications groups to better inform the • Expo and Millennium Line public switch audit. • Further advance the development of rail • Rail at train switch near customer service standards Edmonds 30 ground down. • Damaged areas caused by Recovery Process incident repaired. • Enhance data analysis process • Guidelines developed for more consistent and repeatable • Update process, communications and approach for alternative service coordination between teams based on plans. learnings • Customer Experience and Communications teams met to Operations devise short term action plan for • Develop simplified operating patterns improvements. scenarios to better service the public during • Customized response letters disruptions from Vivienne King sent out to customers.
2017 Service Delays Our objective is to: • minimize delays by addressing the root causes. • minimize the impact to our customers when delays do happen. Vehicle: 31 Vehicle: 6 Passenger: 14 Passenger: 5 System: 9 System: 16 Total: 61 Total: 20 Data pulled Nov. 25, 2017
Being Accountable Data pulled Nov. 25, 2017 Delays 16-30 Min Delays 30+ 25 80 20 60 16 9 15 40 16 14 10 5 5 5 20 3 5 31 28 6 4 0 0 2016 2017 2016 2017 Vehicle Passenger System Vehicle Passenger System • With Director, Customer Experience and Performance Reporting in place we can better look at the data. • Plan is to include system delay data on TransLink’s Accountability Centre in Q1 2018.
24 Request for Extended SkyTrain Service We are hearing you loud and clear • Not without trade offs • 1500 hrs on Expo line annually, with 450 – 500 of those on Fri & Sat What are we doing? • Researching other systems; • Studying how necessary maintenance can still be completed; • Examining potential financial costs and other trade-offs; • Community consultation.
Thank you 25
Questions?
Coast Mountain Bus Company Report Dan Savitsky, VP, Maintenance
• Double-decker trial • Fleet renewal • Hybrid mid-life • Tire socks • SeaBus
Double-decker trial
Fleet renewal
Hybrid mid-life
Tire socks
SeaBus
Questions?
TransLink Board Update December 14, 2017
Safety & Customer Service • New MVTP text poster launched and thousands of cards handed out in customer outreach initiatives • Over 155 outreach events from Jan. to Aug. 2017 • MVTP & VPD Traffic Team partner with ICBC for Pedestrian Safety Campaign – Burrard Station (Transit Police & Richmond RCMP at the Richmond Al Jamia Masjid Mosque)
Building public trust and confidence • MVTP engaging the Muslim community in partnership with the RCMP Prov. Hate Crimes Section • From June, MVTP attended 9 Mosques in Surrey, Langley, Richmond, Burnaby & Port Coquitlam; thousands reached directly and over 30,000 people in-directly • Promoting the Transit Police text reporting and transit safety
Welcoming Riders • MVTP reaches out to vulnerable populations; e.g., adults with special needs, newcomers to Canada, seniors, at risk youth, students
Safe Journeys • MVTP educate transit riders on bike theft prevention and partner in bike ID registry events
System Resilience & Reassurance • Four Explosive Detection Dog Teams - Security sweeps - Unattended packages clearance - Suspicious packages • Intelligence sharing & integrated networks • Random and high alert “High Vis” surges • Training HOT principles – TransLink staff • Exercises and training with transit and police partners
Performance Metrics & Accountability
Performance Metrics & Accountability • Impact of amended Transit Safety and Conduct Regulation Faregate Violations Jan-Oct 2017 Oct 756 1625 Sep 585 1382 Aug 597 1589 Jul 651 1550 Jun 580 1227 May 732 1421 Apr 760 1359 Mar 624 Feb 553 Monthly Averages Faregate Violations: 666 Jan 476 Total Violation Tickets: 1181
Performance Metrics & Accountability
Performance Metrics & Accountability
Questions?
Joint Committee Reports
Planning and Stakeholder Relations Committee Report
Custom Transit Service Delivery Review Update TransLink Board Meeting December 14, 2017 48
CTSDR Recommendations Improving Customer Experience by Improving Reservation Convenience Extend booking reservation window 2017 Pursue online booking options Underway 2018 Improving Customer Experience by Reducing Wait Times Improve the performance of advance vehicle arrival warning system 2017 Add wait times to Accountability Dashboard 2017 Complete a feasibility assessment to reduce wait times Underway TBD Improve Customer Experience by Reducing Travel Times Assess policies to align duration of HandyDART trips with conventional transit Underway TBD Continue to improve dispatching Ongoing Engage a specialist to review scheduling software settings Underway TBD 49
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