Public Delegations CEO Report Year-End Review Kevin Desmond - - PowerPoint PPT Presentation

TransLink Open Board Meeting

December 14, 2017

Public Delegations

CEO Report

Kevin Desmond Year-End Review

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 10th 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?

12

TransLink Open Board Meeting

December 14, 2017

Vivienne King, President & General Manager

British Columbia Rapid Transit Company

13

Rail Highlights

Q3 2017

14

Performance: SkyTrain and WCE YTD

Expo & Millennium Target WCE Target

On Time Performance*

95.2

95.0

97.7

97.8

Percentage of Scheduled Service Delivered*

99.6

99.5

100

99.9

Customer Satisfaction

8.2

8.1

8.8

8.5

Mystery Shopper*

95.3

95.0

99.5

97.0

* = percentage

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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)

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 Replaced two turnouts in Q3

 Three switch machines replaced  Point and stock rail replacement  Platform Intrusion Emergency System repairs

State of Good Repair

17

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

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November 3rd 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

19

SkyTrain Service During Delay

20

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

Completed Actions & Next Steps

Completed Actions

• Power collector assembly

brackets inspection.

• Expo and Millennium Line

switch audit.

• Rail at train switch near

Edmonds 30 ground down.

• Damaged areas caused by

incident repaired.

• Guidelines developed for more

consistent and repeatable approach for alternative service plans.

• Customer Experience and

Communications teams met to devise short term action plan for improvements.

• Customized response letters

from Vivienne King sent out to customers.

Communications

• Strengthen links between enterprise

communications groups to better inform the public

• Further advance the development of rail

customer service standards

Recovery Process

• Enhance data analysis process
• Update process, communications and

coordination between teams based on learnings

Operations

• Develop simplified operating patterns

scenarios to better service the public during disruptions

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 System: 16 Vehicle: 6 System: 9 Passenger: 14 Passenger: 5 Total: 61 Total: 20

Data pulled Nov. 25, 2017

Being Accountable

• 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.

28 31 5 14 16 16 20 40 60 80 2016 2017

Delays 16-30 Min

Vehicle Passenger System 4 6 3 5 5 9 5 10 15 20 25 2016 2017

Delays 30+

Vehicle Passenger System

Data pulled Nov. 25, 2017

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.

24

25

Thank you

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
• f cards handed out in customer outreach

initiatives

• Over 155 outreach events from Jan. to Aug. 2017

(Transit Police & Richmond RCMP at the Richmond Al Jamia Masjid Mosque)

• MVTP & VPD Traffic Team partner with ICBC for

Pedestrian Safety Campaign – Burrard Station

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

476 553 624 1359 1421 1227 1550 1589 1382 1625 760 732 580 651 597 585 756

Jan Feb Mar Apr May Jun Jul Aug Sep Oct

Faregate Violations Jan-Oct 2017

Monthly Averages Faregate Violations: 666 Total Violation Tickets: 1181

Performance Metrics & Accountability

Performance Metrics & Accountability

Questions?

Joint Committee Reports

Planning and Stakeholder Relations Committee Report

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Custom Transit Service Delivery Review Update

TransLink Board Meeting December 14, 2017

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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

CTSDR Recommendations

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Improve Customer Experience by Continuing to Use and Enhancing Handydart Taxi Service

Develop an implementation plan for a taxi driver training program.

Underway 2018

Implement mechanisms to improve customer service from Taxis (e.g. customer feedback, contractual levers)

Underway 2018

Explore software integration for taxi customer pick-up/drop-off information

Underway Ongoing

High visibility signage mandatory for all taxis performing HandyDART trips

2017 Ensure HandyDART Trips are Available for Customers When They Need to use the HandyDART System

Increase availability of HandyDART trips

2019

Develop an approach to Family of Services

Underway TBD

Plan for a Travel Training Program in 2017 and implement in 2018.

Underway 2018

Make improvements to the accessibility of the conventional system

Ongoing

Establish a working group develop an implementation strategy for an eligibility process

Underway 2018 Ensure that HandyDART is Appropriately Funded

Develop forecasting tools for HandyDART service

Ongoing

Work with government to source funding for initiatives

Underway Ongoing

CTSDR Recommendations

51

Assume responsibility for customer feedback within the TransLink Enterprise

HandyDART customer feedback function transferred to CMBC Access Transit Customer Care to provide a closer connection to our customers and provide greater accountability

2017

CTSDR Recommendations

Questions?

53

Universal Fare Gate Access Program Soft Launch

TransLink Board Meeting December 14, 2017

54

Background

• TransLink Board recommended development of a

system for hands-free access in June 2016.

• TransLink, along with local experienced vendors worked

collaboratively to develop a solution for hands-free access.

• Technology was specifically designed for persons who

travel independently and, due to a disability, are physically not able to tap without assistance at a Compass fare gate.

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How it Works

RFID

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Stakeholder Consultation

• Three meetings over the

course of 2017

• Input gathered on

registration process, fare policy, eligibility

• Trial of technology with

usergroup at Edmonds in June, 2017

• Stakeholders updated

throughout on project progress

Testing at Edmonds Photo courtesy of Nancy Lear

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Eligibility Criteria

“Resident of the Transportation Service Region who is a person who travels independently and due to a disability, confirmed by a medical practitioner, is physically not able to tap fare media, without assistance, at a Compass Fare Gate, to use conventional SkyTrain and SeaBus”

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Apply for RFID Card

The Universal Fare Gate Access Program

1

Applicant meets OT at a SkyTrain station. OT confirms consistency with eligibility criteria and recommends access

• ption to TransLink.

2

Assistive Device

+

Assistive Devices Program RFID Card Universal Fare Gate Access Program Application reviewed and meeting with OT set up

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January 2018 Soft Launch

Soft Launch

January ‘18

Full Rollout

Mid 2018

Data Gathering

Throughout

60

Pilot testing at Edmonds on June 23 Photos provided by Nancy Lear

Questions?

61

Custom Transit Service Delivery

TransLink Board Meeting December 14, 2017

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New Contract for HandyDART

• Beginning July 1, 2018 a new contract will be in place for

HandyDART

• Performance standards and service levels were

developed in consultation with stakeholders

• Standards are tied to financial levers, providing greater

accountability

• More rigorous reporting and monitoring will provide

greater oversight for TransLink

63

Recommendation for First Canada

• The evaluation demonstrated First Canada is best able

to achieve new performance standards, improve service for our customers, and ensure a successful transition.

• Contracting to First Canada provides the best value for

money

• First Canada has committed to recognizing the

Amalgamated Transit Union Local 1724 and that all union staff will be hired, provided they pass the Vulnerable Sector screening and First Canada’s Drug and Alcohol screening.

• First Canada been in BC for 50 years, runs HandyDART

in Victoria, Kamloops, Kelowna and other cities in BC

Questions?

Proposed Structure and Rates for a DCC for Transit Infrastructure

TransLink Board

December 14th, 2017

65

Proposed Resolutions

That the Board:

1. Approve the proposed structure and rates for the Development Cost Charge for transit infrastructure as set out in the attached document dated November 30, 2017, titled “A DCC for Regional Transportation Infrastructure in Metro Vancouver: Proposed Structure and Draft Rates” to serve as the basis for TransLink preparing and adopting a DCC bylaw in late 2018 2. Direct staff to forward the proposed DCC structure and rates to the Ministry of Municipal Affairs and Housing for review and comment; and 3. After new legislation is introduced for the DCC, direct staff to prepare a bylaw based on the framework for review and approval by the Inspector of Municipalities (or equivalent) and subsequent adoption by the Board by end of 2018.

• The Mayors’ Council approved the equivalent version of Resolution 1 on December 7, 2017

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Phase One Investment Plan

67

• Over $1 Billion of expansion

capital in Phase 1 Plan

• About $980M for transit

expansion

• Plus additional funding needed for
• incremental operating expenses
• expansion capital for future

investment plans

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Why consider a Regional DCC for transit/ regional transportation?

Fair

• In a rapidly growing region, growth should help pay for growth

Sustainable

• Delivers capital revenue matched to pace of regional growth

Minimal impact on existing residents

• Provided rates set carefully, cost borne by landowners selling

property for development, rather than end users

Simple

• Transparent, easy to understand and administer

Proposed DCC Framework

• 1. What should funds be used for? New transit capital investments
• 2. Where should the DCC be

collected? Entire Metro Vancouver region

(except lands outside the jurisdiction

• f the new legislation)
• 3. What land uses should pay?

Residential, commercial, industrial, and institutional

(exempt affordable rental housing, agriculture, and statutory exemptions such as places of worship)

• 4. Should rates for each use be

uniform across the region or vary by location? Uniform

Proposed DCC Framework (continued)

• 5. Should rates be charged per

unit or per square foot? Per unit for residential; Per square foot for all other uses

• 6. Who collects the DCC?

Local governments will collect and remit to TransLink

• 7. What legislation should enable

the DCC? Amendments to the South Coast British Columbia Transportation Act

• 8. Should rates change over time? Annual inflationary adjustments +

Periodic rate reviews timed with each new 10 Year Investment Plan

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Single family $2,100 per unit Townhouse/duplex $1,900 per unit Apartment $1,200 per unit Retail/service $1.00 per sq.ft. Office, Institutional $0.50 per sq.ft. Industrial $0.50 per sq.ft.

* Subject to further analysis prior to introduction of bylaw in late 2018. If any increases are proposed as part of the final adjustments of rates, TransLink will consult again with partners and stakeholders.

Proposed Rates for 2020 to generate $20M/year

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2016-2017 Consultation on DCC

Government agencies:

• Met with all key regional advisory committees, Mayors’ Council,

TransLink Board, Province

• Regular meetings of local government working group
• Fall 2017: broader workshop for local government staff

Development Industry:

• Met with UDI, GVHBA, ULI, NAIOP Executives
• Fall 2017: developers workshop

Public:

• Consulted as part of Phase 1 Investment Plan

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Final Steps to Bring DCC into Effect

• Province to pass necessary legislation in Spring 2018
• TransLink to prepare draft bylaw
• Inspector of Municipalities to review and approve
• TransLink Board to adopt bylaw by end of 2018
• Implement with effective date of January 2020

Questions?

Finance and Audit Committee

Business Plan, Operating and Capital Budget

2018 Budget Highlights

Three main priorities:

• 1. Improve customer experience
• 2. Ensure state of good repair
• 3. Mobilize Mayors’ Vision

Key Drivers for 2018 Budget Revenue:

• Ridership – 2.6 % growth (service expansion and economic growth)
• Fare increase – July 2018
• Property Tax – from existing properties plus construction &

development growth

• Fuel Tax Revenue – growth based on vehicle kilometres travelled

Expenses:

• Labour Costs – per collective agreements
• Service Increase – Bus and HandyDART
• Inflation – 2%
• Contractual Increases

2018 Budget – Consolidated Revenues

2018 Consolidated Expenses by Segment

Investment in Capital Assets – Summary by Program

Total Program Budget ($ thousands) Gross Cost Less: Funding Net Cost New 2018 Capital Equipment 51,302 (8,964) 42,338 Facilities 23,210 23,210 Infrastructure 108,950 (28,202) 80,748 Technology 20,050 20,050 Vehicles - Revenue 159,550 (141,900) 17,650 Vehicles - Non Revenue 5,565 5,565 Major Construction 43,816 43,816 Subtotal 412,443 (179,066) 233,377 Existing Projects 1,850,975 (1,028,858) 822,117 Total 2,263,418 (1,207,924) 1,055,494 2018 Cash Flow 928,577 (628,813) 299,764

Questions?

Human Resources and Governance Committee

Thank you