TransLink Open Board Meeting June 23, 2016
Response to Prior Public Delegations
Public Delegations
CEO Report Kevin Desmond, TransLink CEO
Questions?
Update from BC Rapid Transit Company Vivienne King, President & General Manager
TRANSLINK OPEN BOARD MEETING June 23, 2016: Vivienne King President & General Manager British Columbia Rapid Transit Company 7
Performance SkyTrain and West Coast Express Meeting Performance Levels Expo & Millennium WCE On Time Performance 95.4% 98.0% Percentage of Service Hours Delivered 99.6% 99.6% Customer Satisfaction 8.2 8.5 Mystery Shopper 95.0% 97.9% 8
Safety • Received the Certificate of Recognition (COR) for continuing to demonstrate results in developing and implementing safety and management systems against industry based standards demonstrated by a $239,000 rebate in fees 9
Asset Management Modernisation of Methodology & Processes • Aging infrastructure is safe and reliability is expected • The focus across coming months will be on the required investment & finding innovative ways to maintain the system while still delivering effective customer service 10
Evergreen Operational Readiness • Co-ordination, recruitment, training plans, testing and commissioning and working closely with the province project team to be ready for handover as scheduled 11
McNeil Recommendations Operational Improvements Schedule Overview • 9 recommendations implemented/closed • 11 recommendations at various stages of completion We are here 1 2 3 4 5 6.1 6.2 McNeil Recommendations 7, 12 8 9 ` 10 11 13 14 15 16 17 18 19 20 12 Q4 2014 Q4 2015 Q4 2016 Q4 2017 Q4 2018 Q4 2019 Study and Scoping Activities Design and Implementation Work Complete/Closed
Knowing the Business • As the leader of the rail business of TransLink, continue to travel the system, join frontline and ground staff to understand the business more intimately so we can put the customer first! 13
Questions?
Coast Mountain Bus Company Report Haydn Acheson, President & General Manager
Hamilton Transit Centre
Questions?
Transit Police Report Doug LePard, Transit Police Chief
Operational Priority
Sexual Offending Reported Sex Crimes 2011 - 2015 400 342 350 311 300 250 225 189 200 157 150 100 50 0 2011 2012 2013 2014 2015 NOTE: D ata includes all incidents reported to Transit Police (including assists to other JPD)
See Something, Say Something! Slide Title Non-emergency Reporting: • Telephone 604 515 8300 • 87-77-77 SMS Text Line text messages are received by our operators 24/7 who can respond immediately • OnDuty App connects all Transit Police channels into one single mobile application
Questions?
Risk & Capital Committee
Compass Update Mark Langmead, Director, Compass Operations ,
Compass Transition Compass Timeline Marketing campaign for Traditional Monthly gate closure “Compass is FareSavers sales end FareCard sales end your key” Nov Dec Jan Feb Mar Apr Fare inspections with HHUs Compass Cards Gate closure Demo full gate closures begin taking place with both Transit for sale April 4 to 8 Police and Transit Security everywhere www.compasscard.ca www.askcompass.ca 26
Compass Support • Additional staff provided customer support at stations, bus loops and select retail locations during transition • Customer feedback received was positive www.compasscard.ca www.askcompass.ca 27
Compass Adoption Expectations for Compass were set based on industry best practice and the experience of other transit agencies Expected adoption rate in first 6 months: Monthly Passes 100% Stored Value 90% Achieved adoption rate in first 3 months: Monthly Passes 100% Stored Value 95% www.compasscard.ca www.askcompass.ca 28
Compass Usage 95% of all fares are paid with Compass • 915,000 cards used to travel in last three months • $140 million in Compass revenue YTD www.compasscard.ca www.askcompass.ca 29
Increased Revenue • May YTD fare revenue increased by $7.5 million over 2015 • April and May 2016 fare revenue up 8% over 2015 Fare Revenue by Month $50.00 $43.75 $41.44 $43.30 $39.78 $40.39 $40.31 $39.12 $40.05 $39.17 $38.25 $40.00 Revenue million $ $30.00 $20.00 $10.00 $- Jan Feb Mar Apr May 2015 2016 www.compasscard.ca www.askcompass.ca 30
Bus Farebox Cash 24% reduction in cash used on buses corresponds with: • Quick and easy boarding for customers • Discount over cash fares with Compass Card Stored Value • Seamless transfer to SkyTrain/SeaBus Bus Farebox Cash 5,000,000 4,500,000 4,000,000 3,500,000 2015 3,000,000 $ 2016 2,500,000 2,000,000 1,500,000 1,000,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec www.compasscard.ca www.askcompass.ca 31
Where Customers buy Compass Cards Compass Cards are available at: • SkyTrain and West Coast Express • Canada Line and SeaBus • Compass Customer Service Centre • 18 London Drugs CVM’s • BC Ferries (terminals and on board) • 350 retail locations (pre-loaded cards) • Compasscard.ca • By phone www.compasscard.ca www.askcompass.ca 32
Compasscard.ca Website Usage 508,000 visits in May 52% of visits with a mobile device Website sales include: • Monthly passes • DayPasses • Stored Value www.compasscard.ca www.askcompass.ca 33
Compass Ridership Passenger Boardings 35 System-wide Tap-Ins and Farebox boardings (millions) 30 25 20 WCE SeaBus Canada Line 15 SkyTrain Bus 10 5 0 Jan Feb Mar Apr May 2016 Months www.compasscard.ca www.askcompass.ca 34
Customer Benefits Realized 50% of Compass Cards are registered Benefits include: • AutoLoad passes and Stored Value • balance protection (7,400 to date) • convenience Each month 110,000 Customers use AutoLoad to renew passes and top up Stored Value www.compasscard.ca www.askcompass.ca 35
Customer Feedback Customer feedback has been positive Survey results indicate that: • Over three quarters are “very or somewhat” satisfied overall • Approximately 8 in 10 are satisfied (very or somewhat) with the “ease of paying fares by tapping in/out of transit ” • Similarly, 8 in 10 are satisfied with the “ease of loading fare products onto the Compass Card” Other feedback indicated the opportunity to improve tax receipts www.compasscard.ca www.askcompass.ca 36
Opportunities for Improvement Gate directionality to address crowding by Fare Gate Control • Station traffic flow is being adjusted by setting some gates to enter only mode – vary by time of day Line-ups at certain vending machine locations during Peak periods • Assessing the number and location of Compass Vending Machines to reduce peak queuing www.compasscard.ca www.askcompass.ca 37
Next Steps • Evergreen extension • HandyDART Account Based payments • Website enhancements – addition of Bike Parkade , and Pre-authorized Debit functionality • Utilizing data for decision making and improving service • Reviewing the addition of new and emerging payment methods www.compasscard.ca www.askcompass.ca 38
Questions?
Pattullo Bridge Sany Zein, Acting Vice-President, Management and Engineering
Deck Rehabilitation Scope • Late April to Early October 2016 • Rehabilitate the deck to extend the service life another 6 to 7 years • Remove existing asphalt and concrete deck to the top of rebar • Perform deck repairs where needed • Clean/repair/replace deteriorated reinforcement • Place concrete overlay • Reinstate lane markings and center delineators
Managing Traffic On The Bridge • Stage 1: Construction along east side of the bridge deck • Stage 2: Construction along the centre of the bridge deck • Stage 3: Construction along the west side of the bridge deck
Communications Campaign • Dedicated project webpage • 57 portable changeable message signs • A digital-first communications strategy • Media advisories
Traffic Management • 1-lane / direction • 30 km/h speed limit • Selected night-time and weekend full closures • Trucks permitted and sidewalk open • Traffic adapted and settled within one week • 30,000 fewer crossing/day on Pattullo • Traffic migration being monitored and mitigated
Pattullo Replacement Project Overview Scope: A new, four-lane bridge funded primarily by user pricing, designed not to foreclose future expansion to six lanes. Current phase: achieve procurement readiness by Fall 2017. Subject to funding, the goal is for a new Bridge to open in late 2022.
Recent Progress • 2015: Project screened-in by P3 Canada • March 2016: Business Case submitted to P3 Canada • May 2016: MoU signed by TransLink, New Westminster and Surrey • Provincial business case under preparation • Environmental assessment at pre-application stage • Technical design work underway • First Nations consultation underway • June / July 2016: Public Consultation Round 1 – Focus on community connections
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