Phil Meagher, general manager of Guelph Transit, updated the operations, transit and emergency services committee Tuesday afternoon on Guelph Transit's progress.
said the strategy targeted six key areas: customer connection, staffing, drivers as ambassadors, oversight, employee engagement and fleet upkeep.
said transit has completed 30 per cent of the items identified for action with more initiatives coming on stream now that planning is complete.
"Recasting is well underway," Meagher
•Customer connection: Meagher
said new targets have been established to respond to customer calls.
Customers who call Guelph Transit
will receive acknowledgement of their call within 48 hours and, as much as possible, an answer to their problem within seven business days.
said part of the problem with overtime was not having a full complement of qualified, trained staff, so staff would incur overtime while covering for each other during illnesses or vacations and absorbing the extra work due to vacancies.
department now knows the baseline labour requirements to meet established service levels and should not need to rely on overtime to do the work.
"Overtime has improved by 40 per cent," Meagher
said, adding it has dropped from 268 overtime hours a week in 2013 to 73 overtime hours a week now.
"We had a spike in January," he
"There was a flu bug going around transit that threw us off-kilter."
•Drivers as ambassadors: This is a cultural shift for the department as bus drivers are recognized as being on the front line in terms of customer service.
said drivers are being trained to take a "customer first" approach and, by the end of this week, 52 per cent will have received the training.
• Oversight: New technology will help track customer complaints, overtime, employee performance and other controls and that should translate to enhanced performance for the whole department, Meagher
There is also an increased spirit of co-operation between management and the union, Amalgamated Transit Union Local 1180
• Employee engagement: This too will require time to build trust and satisfaction among transit workers, Meagher
said, but work is underway and results are already being felt.
An employee engagement committee has been formed and the team is developing a recognition program to encourage staff to meet and surpass expectations.
said the number of employee grievances has decreased and that, too, is a measure of success.
•Fleet: Guelph Transit
wants its customers to be confident the bus will come according to the schedule.
The report gives figures on dropped runs - when a bus is taken out of service for mechanical failure, collision or some other reason - and sets a new target of dropped runs to be less than 0.2 per cent.
said dropped runs are decreasing, but they are not at their target yet.
said the Transit Advisory Committee
, a citizen group, has been meeting regularly but has not met quorum for several months.
said some members are of the belief they have authority to make decisions about budget.