YEAR IN REVIEW

Transcription

1 YEAR IN REVIEW

2 YEAR IN REVIEW WHAT S INSIDE OVERVIEW 1 WHO WE ARE 2 PRESTO & ARL: Working together with GO 3 THE GO RAIL SYSTEM 4 THE GO BUS SYSTEM 5 RIDERSHIP 6 THE CUSTOMER our number one focus 7 OUR PARTNERS AND STAKEHOLDERS 8-9 IN THE COMMUNITY HISTORY OF GO 10 ACCOMPLISHMENTS IN PLANS FOR OUR EMPLOYEES 16 GO Transit 20 Bay Street, Suite 600 Toronto, Ontario Canada M5J 2W3 Tel Fax Web gotransit.com

3 Overview and Introduction The fiscal year was another transformative one for GO Transit and the organization made significant progress towards reshaping transportation in this region. Our continued commitment to the GO Transit passenger experience was exemplified with more service to new regions, providing more riders with different transit options. Customer satisfaction continues to climb and we remain dedicated to meeting and reporting on the promises in GO s Passenger Charter. More than 62 million passengers chose to ride GO Transit in this past year, which marks a significant increase of 7% in ridership growth over The commitment from passengers, stakeholders and staff continues to send a strong message that transit that meets customers needs, is a sustainable alternative to the single occupant, private motor vehicle. Improving the customer experience continues to be a primary focus for us and several key elements helped shape the past year, notably: Customer-focused approach: building on the launch of GO s Passenger Charter in 2010, we enhanced our targets for exceptional customer service to ensure we re providing the best experience possible across our service. Service improvements: including the addition of GO Train service to Kitchener-Waterloo in 2011, and two new stations opening in Kitchener and Guelph; with the purchase of the train corridor stretching from the Oakville GO Station to the Pickering GO Station and the lower half of the Richmond Hill line from CN, GO now owns 65% of the corridors in over which it operates. Significant infrastructure progress including the Georgetown South project along GO s Kitchener line from Hwy 427 to Bathurst St. in preparation for the Air Rail Link and improved GO services in Sustainable business practices including greener equipment and facilities: the majority of GO Trains are operated by MP40 locomotives which use the cleanest diesel technology available in the world. These four key elements customer service, growth, reliability, green are the cornerstones of GO s current success and the foundation for tomorrow s progress. What was once a single-line commuter service is now continually evolving. New services, including a rapidly growing bus network, new stations on existing lines, and the extension of train service into communities such as Barrie and Kitchener-Waterloo are changing the way people get around. GO is building and improving the transit landscape for the riders of today and tomorrow GO YEAR IN REVIEW 1

4 Who we are Metrolinx, an agency of the Government of Ontario, was created to improve the coordination and integration of all modes of transportation in the Greater Toronto and Hamilton Area (GTHA). The organization s mission is to champion, develop and implement an integrated transportation system for our region that enhances prosperity, sustainability and quality of life. Crucial to Metrolinx s success was the development of a Regional Transportation Plan for a seamless, integrated transportation network throughout this region, which is Canada s largest and among North America s most rapidly growing. The plan The Big Move identifies that the province s transit and transportation problems are regional in nature and cross municipal boundaries. In 2009, Metrolinx merged with GO Transit, the regional public transit service. The merger maximized the two organizations strategy and planning expertise, and implementation and operations know-how, to build rapid transit projects faster and improve customer service. The organization grew further with the addition of two more operating divisions the Air Rail Link (ARL) in 2010 and PRESTO in GO recovers most of its operating costs through ridership revenue, consistently bringing in 80% to 85% of what we need to run our service from the fare box one of the best financial performances for any transit system in the world. The provincial government subsidizes any operating costs that are not recovered through revenue. The Province of Ontario is also responsible for the base capital funding needed for rehabilitation and replacement, to keep our system in a state of good repair. For growth and expansion capital costs, the Province provides GO s capital funding needs, with the understanding that the federal and municipal governments should also contribute towards the cost. Even without this 100% commitment from other levels of government, GO continues to grow through the support of the Province. 2 GO YEAR IN REVIEW

5 PRESTO & ARL: Working together with GO The Government of Ontario, GO Transit, and eight transit systems in the Greater Toronto and Hamilton Area and Ottawa have partnered to introduce PRESTO a new electronic fare card that allows riders to transfer seamlessly across multiple transit systems. Electronic fare cards are used around the world with great success. PRESTO uses the latest technology to make it easier to pay your fare while traveling within and between transit systems by the simple tap of a card. The PRESTO card is the size of a debit card and has a computer chip that communicates with card readers at transit stations or on transit vehicles. The system calculates the fare for your trip and deducts it from the balance stored on your card all in less than a second. GO has introduced this technology to its proof of payment, distance-based fare structure. The Air Rail Link will be a high-quality express rail service connecting Canada s busiest transportation hubs: Union Station in downtown Toronto and Toronto Pearson International Airport. Once the ARL is operational in 2015, each day an estimated 5,000 travellers will enjoy convenient, reliable and rapid service in a relaxing and stress-free atmosphere. In 2010, Metrolinx was asked to build, own and operate the Air Rail Link, and since then, considerable progress has been made and the project will be delivered on budget and on time for the 2015 Pan/Parapan Am Games. This unique project has leveraged existing Metrolinx infrastructure improvements projects including those underway along GO s Kitchener (Georgetown) corridor. ARL shuttle trains will depart Union Station and Toronto Pearson every 15 minutes. Travelling along GO s Kitchener line, it will have stops at Bloor and Weston GO Stations. The Air Rail Link will provide a new choice for travellers that is fast, reliable, convenient and comfortable. The shuttle train engines will be diesel powered, designed for US Environmental Protection Agency Tier 4 emission standards. GO Transit will be supplying all the rail operations and maintenance, station services and transit safety support for the Air Rail Link GO YEAR IN REVIEW 3

6 The GO Rail System Since 1967, GO Transit has worked with the private sector to effectively outsource many services, such as train operation and maintenance; track and signal operations and maintenance; and infrastructure design and construction. By going to the marketplace, GO ensures the best competitive prices for quality work. GO Trains are operated under contract by Bombardier and Canadian Pacific Railway (CPR) personnel. In 2011, GO Transit purchased the southern portion of the Richmond Hill train corridor and the main section of Lakeshore West corridor. GO now owns 65% of the railway corridors over which it operates; the remaining corridors are owned by Canadian National Railway (CN) and CPR. Increased corridor ownership enables us to proactively maintain railway corridors and reduce the incidences of signal or switch failure that might impede on-time performance. Weekday train trips 187 Weekday trainsets in use 44 Lines 7 Stations* 62 Locomotives 65 ROUTE Km Route 450 kilometres Bi-level passenger coaches 530 *Plus St. Catharines and Niagara Falls VIA Stations visited by excursion service Most GO Trains are pulled (or pushed) by MP40 locomotives which use the cleanest diesel technology available, meeting or exceeding all US Environmental Protection Agency (EPA) Tier 2 emission standards. GO has entered into a contract to also introduce Tier 4 emission standard into its locomotive fleet. The MP40 locomotives have the ability to pull 12 bi-level coaches, instead of the standard 10. This means greater passenger capacity on trains, delivering more people on time. 4 GO YEAR IN REVIEW

7 The GO Bus System GO Transit directly operates GO Bus service and maintains its own bus fleet. Major bus work is contracted out, such as refurbishing, engine and transmission rebuilds, and major body repairs. Weekday bus trips (total system) 2,186 Bus terminals* 16 Weekday bus trips 579 (to/from Union Station) Single-level buses 404 ROUTE Km Route 2,784 kilometres Double decker buses 22 *Plus numerous stops & ticket agencies GO Transit operates a fleet of single-level and double-deck motorcoach buses. GO s double-deck buses have one of the most environmentally friendly engines on the market, use the latest technology and meet environmental protection standards for lower emission output. Each double-deck bus can seat 78 passengers, increasing the number of passengers GO can transport by 37% (21 more riders) compared to a single-level bus. This reduces the level of emissions per passenger carried. In addition, GO Buses have tailpipe emissions that are hundreds of times cleaner for the environment compared to engine technology of just a few years ago and meet the latest environmental protection standards for engine exhaust emissions Jan 30 GO Bus facilities in Streetsville and Halton Hills were designed and constructed to achieve silver Leadership in Energy and Environmental Design (LEED) certification. The Brampton bus facility has recently received LEED gold status. Each facility is designed to use 40% less energy than with standard construction. GO s main bus facility, Steeprock, in North York, has been in operation since GO now has another new facility under construction in Durham Region and new replacement facilities planned for Newmarket and Hamilton GO YEAR IN REVIEW 5

8 Ridership We have seen a marked increase in ridership over At the end of : % 9% 19% Rail average weekday ridership grew Bus average weekday ridership increased Significant increase of over 19% for the bus average weekend ridership. ANNUAL RAIL RIDERSHIP ANNUAL BUS RIDERSHIP MILLIONS 47,102,100 43,684,000 42,134,052 42,549,451 40,350,331 38,138, ,608, ,292,169 12,348,249 13,439,948 14,179,100 15,326, / / / / / / / / / / / / ,746,400 51,642,500 54,897,700 55,574,000 57,863,100 62,428,900 GO carries 239,000 passengers on an average weekday 6 GO YEAR IN REVIEW

9 The Customer our number one focus Putting the customer first has always been a primary focus for GO. That is why, in 2010, we created GO Transit s firstever Passenger Charter a commitment we made to our valued customers for a reliable, comfortable and safe traveling experience. Every quarter, we measure our performance against our business objectives for each of the five promises. Quarterly results are posted online at gotransit.com/promise. Each year, GO Transit offers passengers earlier trips home from Union Station on Christmas Eve and New Year s Eve. GO provides free transportation to veterans and their companions on Warriors Day and Remembrance Day and all passengers ride for free on New Year s Eve. GO offers additional train service to annual events and festivities, including the Honda Indy, Scotiabank Caribbean Carnival, the Canadian National Exhibition, the Canadian International Air Show and Nuit Blanche. Safety is always top of mind for GO Transit. In 2011, additional Transit Safety Officers were hired to increase officer visibility and security for customers during off peak/late hours. Using newly acquired Close Circuit Television (CCTV) software, increased visibility of officers and public education, GO Transit has significantly reduced the number of automobile-related incidents at stations GO YEAR IN REVIEW 7

10 Our Partners and Stakeholders in the Community GO Transit relies on the establishment of good relationships with a variety of partners and stakeholders to ensure our continued success. Our partnerships include long-standing operating arrangements with private sector stakeholders, joint planning and integration with municipalities and local transit systems in our service area, and building goodwill with residents and their elected representatives in the communities in which we are serving and expanding. Corporate partners Bombardier has been an integral part of the GO Transit operation since 1997 when it won a competitive process and assumed the maintenance of the GO Transit rail fleet. In 2008 this relationship was expanded: Bombardier was the successful bidder to provide train crews and operate the GO rail service (except for the CPR Milton line). In these roles, Bombardier is on the front lines in ensuring reliable, comfortable equipment, and professionally representing Metrolinx to the customers who use the GO service each day. Railways Two railways, Canadian National (CN) and Canadian Pacific (CP), own significant portions of the rail corridors over which the GO rail service operates. Goderich-Exeter Rail lease the Georgetown to Kitchener segment of the Kitchener corridor over which GO operates. The train control systems of the entire network, with the exception of the Union Station Rail Corridor (USRC), are operated by these railways. The USRC train control system is provided by the Toronto Terminals Railway under contract to Metrolinx. Over the past several years, Metrolinx has acquired ownership of several rail corridors from CN, and now owns 65% of the corridors on which GO operates. Acquiring more commuter rail lines is a critical step in our long-term commitment to providing better, more robust transit service for residents in the GTHA. Our strong relationship with CN continues to be a success factor in our ability to grow rail service in this region. Owning, operating and maintaining our corridors better enables GO Transit to plan for growth and expand operations in the future. 8 GO YEAR IN REVIEW

11 Municipal partners Municipal governments and their local transit systems are key partners for GO Transit. GO Transit Planning staff work closely with their municipal transit counterparts to ensure coordination of schedules between GO and local systems (including scheduling of local bus routes to coincide with GO Train arrival and departure times), integration of services, and establishment of fare integration agreements in which GO provides over $8 million in subsidized discounted fares to local transit systems which connect with GO service. Using local transit to/from our buses or rail stations costs a fraction of the local transit fare, and is seamless when using PRESTO. These partnerships allow both GO and municipal transit systems to offer improved customer service and to promote the use of public transit locally and regionally. Residents and elected officials In recent years, GO Transit has evolved from being primarily an operator of train and bus services, to taking on the role of major infrastructure builder in communities across the GTHA as our service expansion program has gotten underway. Any large infrastructure project impacts nearby residents, and the work GO Transit is doing is no exception. In order to ensure that residents and neighbours know who to speak to with any concerns they have, we have established local Community Offices in residential areas affected by our largest project, the Georgetown South Project. In addition to fielding questions, concerns and compliments, Community Office staff also proactively reach out to neighbours by offering construction update meetings, site tours and educational programs to local schools, and by participating in community events such as farmers markets, barbecues and parades. We have expanded our community relations function and now have Community Relations/Communications Specialists for the Union Station revitalization project and for ongoing construction across the GO Transit network. We don t always hear from residents first-hand; people often contact their local councillor, mayor, provincial MPP or federal MP with questions about work going on in their neighborhood. And sometimes, these elected representatives have their own questions about GO s activities in their ward or riding. Metrolinx s Stakeholder Relations staff act as the first point of contact for elected officials, and also reach out to them to share news and information about GO Transit and Metrolinx s other operating divisions and programs GO YEAR IN REVIEW 9

12 History of GO For 45 years, GO has been providing safe, reliable, comfortable, convenient, and environmentally friendly transportation for the many communities it serves. Since 1967, GO Transit has evolved from a single GO Train line along Lake Ontario s shoreline into an extensive network of train lines and bus routes. Since service began, more than a billion people have taken the GO Train or Bus to work or school, to get home, or for leisure activities. Downtown Toronto has grown dramatically in the past few decades. This growth, so evident in the city s skyline of office towers, was supported by GO Transit s transportation service. Did you GO in 1967? In honour of GO s 45th anniversary, we re looking for GO riders from 1967, our first year of service. Were you there? Were your parents? Grandparents? Contact us at go45@gotransit.com GO made it possible for so many people to work in Toronto without the need to drive. Employment in the city centre has almost doubled over the past 25 years, and GO services have carried most of this new workforce GET ON GO ( ) TTY Pour plus de renseignements, veuillez visiter le site gotransit.com ou composer un des numéros ci-dessus. The suburbs around Toronto have also grown substantially over the years, and GO has helped address some of the transportation needs of new commercial and residential growth in these areas. With the average GO commute at 35 kilometres, residents in these communities depend on GO and, in turn, take a large number of long-distance car trips off the roads, freeing up space for those with no real alternative to driving. 10 GO YEAR IN REVIEW

13 Accomplishments in 2011 In 2011, the customer continued to play an instrumental role in the design phase for future projects and initiatives, playing an integral part in future development and strategic planning. Reliability, on-time performance and customer satisfaction are some of the goals for GO Transit s improvement projects whether it is new equipment, improved service, or fleet storage facilities. In 2011, we launched Let GO Know, an online customer advisory panel that allows us to obtain constructive feedback from customers on various initiatives. So far, we have collected over 23,000 responses from 5,700 panelists, which have resulted in significant service improvements. Let GO Know recently won an award for Leadership in Marketing from the Canadian Urban Transit Association for enabling GO to more effectively incorporate customer feedback into program design and service changes. Over the past year, many projects that were underway to ensure improved service reliability were completed. GO Trains were 95% on time, compared to our 92% target. New GO Train service to Kitchener-Waterloo began in 2011 with new stations opening in Kitchener and Guelph. In addition, two additional train trips were added during the morning and afternoon commutes on GO s Barrie line. To improve access to GO stations, 4,228 new parking spaces were added at Appleby, Aurora, Bramalea, Centennial, Lincolnville, Milton, Mount Joy, Rouge Hill and Whitby GO Stations. The purchase of new equipment is just one step towards ensuring continued and improved reliability for GO s many services. In 2011, GO Transit purchased 50 bi-level passenger coaches from Bombardier, bringing the total of bi-level coaches to 520. In preparation for the ARL service in 2015, we ordered 18 Sumitomo Diesel Multiple Units (DMUs). These DMUs will operate with new Tier 4 emission standard engines, meeting the US Environmental Protection Agency s 2015 criteria. We are well underway on an extensive project that will revitalize Union Station, while maintaining the historical significance of the building and creating a better experience for our customers. Used by over 200,000 passengers daily, Union Station will be transformed into a bright, modern facility while respecting and preserving its heritage features GO YEAR IN REVIEW 11

14 The train shed roof (the roof covering the passenger platforms and tracks) is undergoing its first renovation since it was built 80 years ago. Our goal in this extensive seven-year revitalization plan is to put our customers first. To do this we are staging construction in phases to minimize service disruptions and inconvenience to our passengers. Construction began on the south side of the train shed and over the next several years will progress to the north side. The objective is to renovate and restore the east and west portions of the shed totaling 30,000 square metres (300,000 square feet) and replace the central 5,000 square metres (50,000 square feet) of the train shed with a large glass atrium. The train shed is a designated heritage structure so we worked with Parks Canada in the overall design, ensuring that the heritage character will be preserved. The tower crane for the atrium construction was installed in August GO YEAR IN REVIEW

15 Construction continues on the Georgetown South Project (GTS) which is carried out along GO s Weston Subdivision from Hwy. 427 in the west to Bathurst St. in the east. We are well on target for the 2014/2015 completion date, allowing both improved GO and ARL services for the 2015 Pan/ Parapan Am Games. Once completed, the GTS project will support future two-way, all-day GO rail service similar to the Lakeshore line. Over the last year, GO continued to extend and lengthen platforms to accommodate more passenger rail coaches on each train good for GO customers, as well as the environment. New 12-car trains lines can carry more passengers, but require longer platforms to accommodate the extra cars. Platforms were lengthened at GO stations including Langstaff, Old Cummer, Oriole, Maple, Unionville, Centennial, Milliken, York University, Bramalea, Brampton, King City, East Gwillimbury, Aurora, Newmarket, Bradford, Rutherford, Agincourt and Mount Pleasant. One of GO Transit s most important promises to its customers and other stakeholders is to be a good neighbour. Throughout the past year, a wide range of community outreach activities took place to foster positive relations with our numerous stakeholders and enhance public awareness of Metrolinx and GO Transit. This includes permitting use of GO stations to solicit donations on behalf of local and national charities, and access to support federal, municipal and provincial elections. Overall, GO accommodated 173 charitable and 162 electionrelated usages of stations in GO YEAR IN REVIEW 13

16 Plans for 2012 Rail Rolling stock: new bi-level coaches and the rehabilitation of approximately 20 bi-level coaches, as well as ongoing locomotive refurbishment and upgrade programs. Rail station facilities: improved French language compliant signage, pavement rehabilitation, new pedestrian bridges to train platforms. Union Station revitalization: new roof and glass atrium that will be built over the passenger platforms and railway tracks; state-of-the-art passenger and operational communications systems; continued track, signal and switch replacement in the Union Station rail corridor. Rail corridor infrastructure: ongoing repair and maintenance on all rail corridors including tie replacements, upgrades to specific switches and signals, added track to the Credit River bridge near Georgetown, new passing tracks and bridge replacement on the Stouffville line. In addition, 12-car trains will start running on the Barrie and Stouffville lines. Additional train service: start of weekend summer train service on the Barrie line and more weekday rush hour service on the Milton line. Bus Rolling stock: replacement of 14 buses as well as ongoing program of refurbishments and major component rebuilds. Passenger facilities: station bus loop enhancements for more convenient bus/train connections. Accessibility Construct accessibility improvements at York Mills and Yorkdale bus terminals. Station and terminal bus stop accessibility improvements. Begin implementing a program of improvements in accordance with the new Accessibility for Ontarians with Disabilities Act (AODA) Built Environment Standard. 14 GO YEAR IN REVIEW

17 Customer service initiatives In collaboration with municipal partners, develop a traveler information system strategy to provide a single information source for all GTHA transit information. Enhance the GO Transit public website to provide schedule and service status information, and receive customer feedback; refresh the Metrolinx website for improved user access to information. Implement an automated bus location and dispatching system (CAD/AVL) and a centralized Train/Bus Real Time Schedule Information (RTSI) database to provide schedule adherence and service status information; also will provide automated on-board next-stop announcements. Introduce trip and station specific service status information on station electronic signs, compliant with the Accessibility for Ontarians with Disabilities Act (AODA). Deploy French language and AODA-compliant next generation Ticket Vending Machines (TVMs) to sell GO tickets at more bus and rail passenger facilities. Implement automated PA announcement system at rail stations GO YEAR IN REVIEW 15

18 Our employees Metrolinx s ability to undertake the next twenty years of transformation is made possible by the diverse expertise of its employees in the areas of customer service, transit operations, project delivery, finance and investment, law and community. GO Transit operating division staff make up 84% of all Metrolinx employees. We recognize that each employee brings their own unique capabilities, experiences and perspectives to the organization, and it is this diversity that adds value to the experiences of the customers, clients and stakeholders we serve. Part of our commitment to great customer service is making sure that our employees are properly trained and prepared to assist our passengers in any situation. In 2011, 460 GO Bus drivers earned the Service Excellence Safe Driving Award. The criteria for earning this award includes working in the capacity of a bus driver for a minimum of nine months within the calendar year and not being responsible for any preventable collisions within the calendar year. GO s Safety and Training department administers its own in-house safe driving recognition program. Over the past year, many GO employees have gone above and beyond the call of duty to create a better experience for our customers. Some great examples include a GO Bus driver who helped a driver with a disability escape a burning car on the QEW; a Plant Service employee helping a customer to safety who was unconscious and had fallen on the tracks following a seizure at the Ajax GO Station; a GO Bus driver who safely pulled over to the side of the road despite a bouncing truck tire that caved in the bus windshield. Building on the strategic planning strengths of the former Metrolinx and the 45 years of operational experience of GO Transit, we are well positioned for achieving success in the coming years. And, with the enormous talent we have at Metrolinx, we are on our way! 16 GO YEAR IN REVIEW

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20 GO Transit 20 Bay Street, Suite 600 Toronto, Ontario Canada M5J 2W3 Tel Fax Web gotransit.com La version française de cette publication est disponible en ligne à