Ottawa

OC Transpo publishes key metrics after 7-year lull

After a seven-year hiatus, OC Transpo has started providing the public with regular updates again on how many people are taking transit, how often buses are late, and other key metrics.

1st round of data includes the unusual year in which COVID-19 decimated ridership

OC Transpo is once again publishing scorecards about its performance on indicators as ridership and reliability. (Adrian Wyld/Canadian Press)

After a seven-year hiatus, OC Transpo has started providing the public with regular updates again on how many people are taking transit, how often buses are late, and other key metrics.

The agency used to publish reports about its performance every quarter but stopped in 2014 for construction of the Confederation Line, which opened in September 2019. It said it would come up with new performance indicators to track once the system relaunched with LRT as its spine.

"It's good to see data, it's been a long time coming" said Coun. Riley Brockington, who had a successful motion at city council in 2019 calling for OC Transpo to resume its data reports. "It's a good first start."

Earlier this year, the commission approved nearly a dozen measurements for staff to report on twice annually, covering areas such as ridership, OC Transpo's response times for customers, and how often buses, trains and Para Transpo arrive on time.

The contents of the first report include many statistics for 2020, a year that will be difficult to use as a comparison in future years given the major impacts of COVID-19.

It showed ridership for the year was 58 per cent lower than in 2019, and OC Transpo had far fewer contacts with its customers.

Data showed that in 2019 before the pandemic, the average time to respond to a customer call was 47 minutes, which citizen commissioner Sarah Wright-Gilbert called "ridiculously slow." Most of those phone calls were for bookings on Para Transpo, a system customers have long complained about. The transit department is now implementing online booking

Commissioners also questioned the customer injury rate, which only captures incidents so severe that people are taken to hospital. Commissioners said that would leave out everything from slips and falls to harassment, which could help provide a fuller picture of safety on OC Transpo.

Transit staff said in future reports they would look to include lesser injuries in which paramedics are called. They would also include data on criminal code offences.

In addition to reports to the transit commission, OC Transpo plans to publish monthly scorecards on its website.

Mobile users: View the document
(PDF KB)
(Text KB)
CBC is not responsible for 3rd party content

ABOUT THE AUTHOR

Kate Porter

Reporter

Kate Porter covers municipal affairs for CBC Ottawa. Over the past two decades, she has also produced in-depth reports for radio, web and TV, regularly presented the radio news, and covered the arts beat.

Add some “good” to your morning and evening.

A variety of newsletters you'll love, delivered straight to you.

Sign up now

Comments

To encourage thoughtful and respectful conversations, first and last names will appear with each submission to CBC/Radio-Canada's online communities (except in children and youth-oriented communities). Pseudonyms will no longer be permitted.

By submitting a comment, you accept that CBC has the right to reproduce and publish that comment in whole or in part, in any manner CBC chooses. Please note that CBC does not endorse the opinions expressed in comments. Comments on this story are moderated according to our Submission Guidelines. Comments are welcome while open. We reserve the right to close comments at any time.

Become a CBC Member

Join the conversationCreate account

Already have an account?

now