"It's been a lot of work for the whole team, but the ship is turned in the right direction now," said Philip Meagher, general manager of Guelph Transit.
will be presenting a report, titled Recasting Guelph Transit
, at Monday's city council meeting.
It's an update on progress to date in terms of getting overtime and absenteeism under control.
joined the city after the audit was released, so he
can't speak to the reasons why overtime spiked so high in 2013.
The report shows overtime in 2013 was considerably higher than 2012 and the first half of 2014, and it peaked at nearly 4,000 overtime hours last August, compared to about 600 overtime hours logged in August 2012.
"I think people weren't applying the policies and procedures of the city," Meagher
said in a phone interview.
Our target is 85 per cent, so we're pretty pleased with that," Meagher
said Guelph Transit
will survey riders in September or October to get a read on customer satisfaction.
The survey will ask about on-time performance, whether buses are clean and comfortable, and the professionalism of employees.
said all bus drivers have been through customer service training, so they are better equipped to handle confrontations and other situations.
"I think it's been very successful.
I see it in the comments," he
said despite the lockout this summer - members of the Amalgamated Transit Union
1189 were locked out for three weeks after the city made an offer and the union rejected it - the relationship between unionized staff and management has improved since a year ago.
said employee engagement is a high priority for the company.
That's how you smooth relations after rocky contract negotiations, he
said working groups have been formed to look at employee engagement and at recognition awards for outstanding workers.
said transit has completed half of the actions identified in the post-audit action plan and already overtime has been reduced by 48 per cent and absenteeism by 35 per cent.
"We now have the technical tools to measure our performance.
And we've seen a huge improvement in transit," he