TransLink Open Board Meeting Thursday, September 28, 2017
Public Delegations
CEO Report Kevin Desmond, TransLink CEO
BC Rapid Transit Company Report Vivienne King, President & General Manager
TRANSLINK OPEN BOARD MEETING September 28, 2017: Vivienne King President & General Manager British Columbia Rapid Transit Company 5
Performance SkyTrain and West Coast Express Year to Date June 2017 Expo & Target WCE Target Millennium On Time Performance 95.1% 95.0% 97.7% 97.8% Percentage of Service Hours Delivered 99.6% 99.5% 99.9% 99.9% Customer Satisfaction 8.1 8.1 N/A N/A Mystery Shopper 95.6% 95.0% 99.2% 97.0% 6
State of Good Repair • Completed ultra-sonic testing on entire system – to determine rail defects • Turnout Replacement Project Replaced three turnouts in Q2 On target to complete replacement schedule 7
State of Good Repair Running Rail Replacement Project • Replaced 1000m of the planned 5000m • 2017 project complete by first week of Q4 Rail Grinding Maintenance Program • 16 km complete with plan to grind a further 76 km by year end 8
Evergreen Track Noise Break in Ongoing Perform Period (elevated Monitoring / Grinding Work noise for approx. 2-6 Improvements weeks) • Applied similar grinding methodology, but had different results. • Evergreen Grinding: July 6-13 and August 25-26 and Labour Day long weekend for regrinding • Tracking and evaluating customer complaints • Monitoring regularly and taking action to remedy 9
2017 SkyTrain Track Noise Complaints Total Track Noise Complaints Total Track Noise Complaints 120 September Jan Feb 3% 3% March 5% 5% August 100 April 22% 7% 2017: 238 Track Noise 80 May Complaints – YTD (as of Sept 11 th ) 8% 60 June 40 7% 20 0 July 40% Jan Feb March April May June July August September • July noise complaints: 73 of the 96 complaints or 76% were from the Evergreen Extension. • August noise complaints: 27 of the 53 complaints or 51% were from the Evergreen Extension . • As of September 11 th : 6 noise complaints, 5 of the 6 complaints were from the Evergreen Extension . 10
Customer Experience & Performance Reporting Operational Customer Experience Delivery: Falcon Pilot Project – Staff / Customer Safety. Building and refining our Performance Reporting activities – Data Governance Model and Visual Management Centre. Personal face-to-face conversations with SkyTrain neighbours. “ An STA went out of his way “ This was my first time visiting and beyond. He was very Vancouver and my second time in enthused, helpful and Canada. It is the care, concern engaging with the information and hospitality that your he was conveying. He was employees showed me that left a very concise and really opened lasting impression on me! Most customers eyes to what appreciative!” compass had to offer .” 11
Customer Service Activities SkyTrain Attendant for a day Metrotown Station Upgrade President and VP, Operations shadowed Opened four new escalators STAs and interacted with customers Opened West Station House Entrance 12
Questions?
Coast Mountain Bus Company Report Haydn Acheson, President & General Manager
• Fleet update • Double-decker trial • HandyDART • Summer special events • Service changes • SeaBus • Richmond Transit Centre
Fleet update
Double-decker trial Potential routes: • 301 (Richmond-Brighouse- Newtown Exchange express) • 555 (Carvolth-Braid) • 351 (Bridgeport-Crescent Beach) • 354 (White Rock-Bridgeport) • 601 (Bridgeport-Boundary Bay) • 620 (Tsawwassen Ferry- Bridgeport)
HandyDART • Webform for HandyDART Taxi feedback live • Customer service in-house September 30 • 6,101 trips over target in Q2
Delivering the 10-Year Vision: Bus service • April: 65,000 hours • Summer: 24,000 hours • September: 105,000 hours • December: 12,000 hours • Total for 2017: 206,000 hours • 3% increase in total annual hours compared to 2016
Delivering the 10-Year Vision: Bus service Highlights of September bus increases: Increased capacity on overcrowded routes by adding more trips: • 620 Tsawwassen Ferry/Bridgeport Station • 240 15 th Street/Vancouver • 351 Crescent Beach/Bridgeport Station Frequency increases for post-secondary: • 25 Brentwood Station/UBC • 49 Metrotown Station/Dunbar Loop/UBC • 84 UBC/VCC Station • 130 Metrotown/Hastings/Kootenay/Cap U Adding service for first time in growing neighbourhoods: • Clayton Heights (Surrey/Langley) • Morgan Creek (Surrey/White Rock) • Silver Valley (Maple Ridge)
Summer special events
Richmond Transit Centre LED technology: • 500,000 kWh\year savings • 59,039 kWh for month of August alone, (32% reduction) Expected reductions: • 33% in natural gas • 24% in electricity • 186 tonnes of CO2 • $100,000 in utilities costs
Questions?
Transit Police Report Doug LePard, Transit Police Chief
TransLink Board Update September 2017
Safety & Customer Service “ Pleased to see Constable Shipley speaking to us passengers on the train…it’s nice to see a friendly, engaging member make us feel happy and safe in this cold crowded morning!” “@ TransitPolice I would like to thank police for saving our son’s life. Our son had a massive seizure on Monday. Thank you.”
Safety & Customer Service
New Municipalities – New Customers
Evergreen Extension
Not very welcoming…
Welcoming & Informative
Recruiting
Special Events Policing
Special Events Policing
TransLink Board Update September 2017
Joint Committee on Transportation Planning & Funding Report
37 Report of Joint Committee on Transportation Planning & Funding
Item 2.1 Completing the 10-Year Vision for Metro Vancouver Transit & Transportation 38 Entire 10-Year Vision Approved / Underway Funding Discussions In Progress Remaining Investments 25% increase in service 10% increase in service 9% increase in service 6% increase in service Bus 11 new B-Lines 5 new B-Lines 4 new B-Lines 2 new B-Lines 10 new service areas 5 new service areas 5 new service areas • 1 new SeaBus • 1 new SeaBus • 10 min peak frequency; all-day FTN • 10 min peak frequency; all-day FTN SeaBus service (every 15 mins or better) service (every 15 mins or better) 30% increase in service 15% increase in service 7% increase in service 8% increase in service HandyDART • 114 Expo/Millennium Line cars • 56 Expo/Millennium Lines cars • 58 Expo/Millennium Line cars • Upgrades to Expo/Millennium • Modernization of pow er and control • Upgrades to Expo/Millennium Expo & (including Broadw ay Extension) Line stations • Modernization of pow er and control Millennium systems, expanded storage facilities stations • Upgrades to Expo/Millennium Line • Upgrades to pow er and control Lines systems, expanded storage facilities • Upgrades to Expo/Millennium stations stations systems • 22 Canada Line cars • 22 Canada Line cars • Upgrades to stations and systems • Upgrades to stations and Canada • Upgrades to stations and systems • Upgrades to stations and systems Line systems • 10 WCE cars + locomotive • 2 new locomotives • 10 WCE cars West Coast Express • 4 upgraded transit exchanges • Upgrades to Lonsdale Quay 13 new or expanded transit Transit exchanges, including upgrades to SeaBus Terminal 2 upgraded transit exchanges 5 upgraded transit exchanges Exchanges • 2 additional exchanges as part of Lonsdale Quay SeaBus Terminal SOFRT pre-construction work • Millennium Line Broadw ay • Pre-construction on Broadw ay • Construction of Broadw ay Extension • Construction of Stage 2 SOFRT • Construction of Stage 1 SOFRT Extension Extension (Surrey-Langley Line) • South of Fraser Rapid Transit • Pre-construction on Stage 1 SOFRT • Construction of Burnaby (Surrey-Newton-Guildford LRT) Major • Pattullo Bridge Replacement (SOFRT) (Surrey-Newton-Guildford LRT) Mountain Gondola Projects • Pattullo Bridge Replacement • Design for Pattullo Bridge • Pre-construction on Stage 2 SOFRT • Burnaby Mt Gondola Replacement (Surrey-Langley Line) • Pre-construction of Burnaby Mt Gondola • MRN expansion: 1% annual • MRN expansion: 1% annual Major increase + one-time 10% increase increase + one-time 10% increase Roads MRN upgrades: $200M $40M (20% of Vision) $110M (55%) $50M (25% of Vision) Netw ork (MRN) MRN seismic: $130M $32.5M (25% of Vision) $26M (20% of Vision) $71.5M (55%) Regional Cycling $131M $41.3M (32% of Vision) $23.8M (18% of Vision) $65.9M (50% of Vision) Walking & Cycling Walking Access to Transit: $35M $12.5M (36% of Vision) $10M (29% of Vision) $12.5M (36% of Vision) • Integrated travel planning and • Vanpool pilot program • Mobility pricing development • Mobility pricing implementation Mobility • Innovation lab to explore mobility payment Innovation • New technologies and services concepts Approved investm ents dependent on enabling DRAFT FOR DISCUSSION Working assum ptions as of August 2017 Subject to refinem ent legislation for new regional developm ent fee • CEO calling it “New Mobility” • • • •
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