1 Transportation Services Department Transit Commission April 21, 2021 OC Transpo Performance Measurement and Reporting Period Ending December 2020 2 Background • As approved by the Transit Commission on February 17, 2021, OC Transpo has established performance measures that will be reported to the Commission twice annually; • This is the first report under the new structure; and, • Reports on performance during the 12 months from January 2020 until December 2020. 3 Performance Measures Customer Safety • Customer Injury Rate Ridership • Bus and O-Train Ridership • Bus and O-Train Ridership per Capita • Para Transpo Ridership Customer Service • Total Customer Service Contacts • Average Time to Answer Inquiries Service Reliability • Service Availability • Excess Wait Times • On-Time Performance • Para Transpo On-Time Performance • Elevator Availability 4 Customer Injury Rate • Customer injuries requiring transport to hospital and which occurred as a result of transit operations or activities; • 2019 injury rate: 0.852 per million trips; • 2020 injury rate: 1.036 per million trips; and, • While the injury rate increased slightly between 2019 and 2020, the number of injuries did not. There were fewer injuries in 2020 than 2019: 42 in 2020, compared to 83 in 2019. 5 Customer Injury Rate 0 0.2 0.4 0.6 0.8 1 1.2 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Injuries per million trips 2020 Injury rate, 12-month rolling average 6 Customer Injury Rate • Recommended additional safety measures, responding to direction from the Transit Commission: – Crime rate on the transit system. This will be reported as the total Criminal Code of Canada offenses per hundred thousand customer trips. – Rate of injuries that are less severe than those shown in the current customer injury rate to capture injuries that were reported and required treatment by paramedics but did not require transport to hospital. 7 Bus and O-Train Ridership • Total linked trips on bus and train across the OC Transpo network; • The COVID-19 pandemic led to significantly lower ridership in 2020 compared to 2019; and, • Systemwide, ridership in the full calendar year 2020, at 40.5 million, was 58% lower than in 2019. 8 Bus and O-Train Ridership 0 2,000,000 4,000,000 6,000,000 8,000,000 10,000,000 12,000,000 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Ridership Bus and O-Train Ridership 2019 2020 9 Bus and O-Train Ridership per Capita • The number of transit trips per resident of the city’s Urban Transit Area; • Provides a comparison of ridership activity with other Canadian cities despite differing population sizes; • The measure for 2020 will be provided in the next performance report, when data from the other municipalities will be available. This report includes data for 2018 and 2019; and, • Ottawa had 107 trips per capita in 2019 and 108 in 2018. 10 Bus and O-Train Ridership per Capita 100 91 83 176 108 225 101 89 83 173 107 227 - 50 100 150 200 250 Vancouver Edmonton Calgary Toronto Ottawa Montreal Ridership per Capita by Year 2018 2019 11 Para Transpo Ridership • The number of customer-trips completed by Para Transpo; • Ridership increased by 5% in January and February 2020 compared to 2019 levels but declined sharply after that due to the COVID-19 pandemic; • Ridership stabilized between September and December, with an average of 27,000 customer trips per month; and, • A total of 389,000 customer trips were completed by Para Transpo in 2020. 12 Para Transpo Ridership 0 20,000 40,000 60,000 80,000 100,000 120,000 20192020 20192020 20192020 20192020 20192020 20192020 20192020 20192020 20192020 20192020 20192020 20192020 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Para Transpo Booking Requests Customer-trips completed Cancellations after booking Declined Bookings 13 Total Customer Service Contacts • The number of contacts customers have had with customer service representatives through all channels; • Contacts were up 15% in January 2020 and February 2020 compared to the same months in 2019; • Contacts declined sharply from March 2020 to May 2020 and started to increase slightly in June; and, • Contacts remained consistent from June 2020 to December 2020, with 67% fewer contacts than the same period in 2019. 14 Total Customer Service Contacts 0 20,000 40,000 60,000 80,000 100,000 120,000 January February March April May June July August September October November December Customer Service Contacts by Customer Service Representatives 2019 2020 15 Average Time to Answer Inquiries • The average time customers waited on the telephone queue before reaching a customer service representative; and, • The average time to answer calls in 2020 was significantly lower than in 2019, representing both a reduction in call volume and a departmental priority focus on improving customer service. 16 Average Time to Answer Inquiries 0:00 20:00 40:00 60:00 January February March April May June July August September October November December Call Wait Time (mm:ss) Average Time to Answer 2019 2020 17 Service Availability • The percentage of scheduled hours of service that were delivered as planned for bus, O-Train Line 1 and O-Train Line 2; and, • Overall, service availability improved in 2020 when compared to 2019, from 97.0% to 98.3%, respectively. 18 Service Availability 97.0% 97.4% 99.5% 97.0% 98.4% 95.2% 99.9% 98.3% 0% 20% 40% 60% 80% 100% Bus O-Train Line 1 * O-Train Line 2 * Train and Bus Service Availability (%) Service Availability by Mode - 2019 and 2020 2019 2020 *Line 1 opened for revenue service on September 14, 2019. Line 2 closed on May 2, 2020 as part of the Stage 2 expansion project. 19 Excess Wait Time • The additional time customers wait due to uneven spacing of buses or trains; • Measured at major stops for all bus and O-Train service where it is operating every 15 minutes or more frequently; • The overall excess wait time on Line 1 in 2020 was very low, demonstrating the line’s high level of service regularity; • Excess wait time on frequent bus service was also low and relatively consistent throughout the year; and, • In 2020, customers waiting for a frequent bus waited, on average, 9.2% longer than planned and 4.2% on Line 1. 20 Excess Wait Time by Service Type 0.0 0.2 0.4 0.6 0.8 1.0 1.2 1.4 January February March April May June July August September October November December Excess Wait Time (minutes) Excess Wait Time by Month and by Service Type Frequent Rapid Note: June data for Rapid routes is currently unavailable 21 On-Time Performance • The percentage of trips leaving major stops no more than 1 minute before and no more than 5 minutes after the scheduled time; • Measured where bus routes operate every 16 minutes or less frequently; • On-Time Performance was consistent throughout 2020 and ranged from 72% to 79%; and, • The percentage of early departures increased following the reductions in general traffic levels due to COVID-19, while the percentage of late departures decreased. 22 On-Time Performance 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% January February March April May June July August September October November December Percentage of on-time departures from major stops (%) 2020 On-Time Performance by Month Early On-Time Late 23 Para Transpo On-Time Performance • Para Transpo customers are given a 30-minute window within which their minibus or taxi is scheduled to arrive; • Para Transpo on-time performance is the percentage of trips meeting this criterion; and, • Para Transpo on-time performance increased from 89.3% in 2019 to 93.6% in 2020. 24 Para Transpo On-Time Performance 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Percentage of trips arriving within 30 minute window Para Transpo On-Time Performance 2019 2020 25 Elevator Availability • The percentage of time that an elevator is available for service; • Many stations have a second elevator. If one elevator is out of service but the redundant elevator remains in service and maintains access to all platforms, the station is considered accessible and availability is considered 100%; • Elevator availability at Transitway stations was 97.7% in 2020 and 97.8% in 2019; and, • Elevator availability at O-Train Line 1 stations was effectively 100% in 2020. 26 Elevator Availability 0% 20% 40% 60% 80% 100% January February March April May June July August September October November December Network Wide Elevator Availability - 2020 27 Next Steps • Staff will present the next performance report to the Transit Commission in Fall 2021; and, • That report will cover the 12 months from July 2020 until June 2021. 28 QUESTIONS?