MISSION ABBOTSFORD TRANSIT COMMITTEE · 2019. 11. 22. · Mission Abbotsford Transit Committee and opened the floor for nominations. ... .1 Transit Service to Pepin Brook on Simpson

MISSION ABBOTSFORD TRANSIT COMMITTEE

Thursday, March 27, 2014 at 10:00 a.m.

Mission City Hall – Conference Room AGENDA

1. CALL TO ORDER 2. ADOPTION OF MINUTES

.1 Minutes of the Mission Abbotsford Transit Committee meeting held Thursday, January 23, 2014 (attached)

(p.2)

3. DELEGATIONS

.1 None

4. BUSINESS OUT OF MINUTES

.1 Mission Abbotsford Transit Committee Follow-up Sheet-March 2014 (attached) (p.5)

.2 CFV Efficiency Review Engagement Results and Next Steps (R. Newlove) Public Engagement Report – March 2014 (attached)

(p.7) (p.12)

5. REPORTS

.1 Central Fraser Valley Transit System Revenue and Ridership Report: 4th Quarter, 2013 (J. van Schaik) (attached)

(p.28)

6. NEW BUSINESS .1 None 7. ADJOURNMENT .1 Motion to adjourn the March 27, 2014, Mission Abbotsford Transit Committee

meeting

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Minutes of the Mission Abbotsford Transit Committee meeting held January 23, 2014, at 10:00 a.m. in Room 530 of Abbotsford City Hall Page 1 Members Present: Mayor Adlem (Chair) (Mission); Councillor Barkman (Abbotsford); Councillor Braun (Abbotsford); Councillor Loewen (Abbotsford); Councillor Jewell (Mission); and Councillor Luck (Mission) Staff Present: Director of Transportation & Projects – R. Mammel (Abbotsford); Traffic Engineer – J. Sun (Abbotsford); Director of Development Services – M. Younie (Mission); Recording Secretary - C. Janzen (Mission); and Recording Secretary – S. Jones (Abbotsford) Non-voting Members Present: BC Transit – J. van Shaik, T. Wegwitz and R. Newlove; First Canada ULC – C. Brown; United Way of the Fraser Valley – W. Green; and University of the Fraser Valley – Craig Toews Public Present: 0 1. CALL TO ORDER The meeting was called to order at 10:00 a.m. 2. ELECTION OF CHAIR AND VICE CHAIR FOR MISSION ABBOTSFORD

TRANSIT COMMITTEE 2014 Mike Younie, District of Mission, conducted the election of Chair and Vice Chair for the Mission Abbotsford Transit Committee and opened the floor for nominations. Mayor Adlem was nominated and elected by acclamation as the Chair of the Mission Abbotsford Transit Committee. Councillor Braun was nominated and elected by acclamation as the Vice Chair of the Mission Abbotsford Transit Committee. 3. ADOPTION OF MINUTES .1 Minutes of the November 28, 2013 Meeting

Moved by Councillor Braun, seconded by Councillor Jewell, that the minutes of the Mission Abbotsford Transit Committee meeting, held November 28, 2013, be adopted. MATC 1-2014 CARRIED.

4. DELEGATIONS None.

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Minutes of the Mission Abbotsford Transit Committee meeting held January 23, 2014, at 10:00 a.m. in Room 530 of Abbotsford City Hall Page 2 5. BUSINESS OUT OF MINUTES .1 Mission Abbotsford Transit Committee Follow-up Sheet – January 2014

Moved by Councillor Braun, seconded by Councillor Luck, that the Monthly Follow-up Sheet - January 2014, be received. MATC 2-2014 CARRIED.

.2 Two Zone Fare Structure Review

Moved by Councillor Luck, seconded by Councillor Barkman, that the report from J. van Schaik, BC Transit, regarding the multiple fare zones review, be received; and the re-introduction of two zones in the CFV Transit system not be recommended at this time. MATC 3-2014 CARRIED.

.3 Advertising Strategy Moved by Councillor Loewen, seconded by Councillor

Braun, that the report from J. van Schaik, BC Transit, regarding the transit advertising strategy, be received.

MATC 4-2014 CARRIED.

.4 CFV Efficiency Review Update Moved by Councillor Barkman, seconded by Councillor

Jewell, that the report from T. Wegwitz and R. Newlove, BC Transit, regarding the service efficiency review proposals and consultation strategy, be received and the public consultation plan be approved.


6. REPORTS None.

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Minutes of the Mission Abbotsford Transit Committee meeting held January 23, 2014, at 10:00 a.m. in Room 530 of Abbotsford City Hall Page 3 7. NEW BUSINESS .1 Transit Service to Pepin Brook on Simpson Road Moved by Councillor Braun, seconded by Councillor

Loewen, that the report from R. Newlove, BC Transit, regarding the Pepin Brook subdivision transit service options, be received; and service to Pepin Brook not be recommended at this time.


8. ADJOURNMENT

Moved by Councillor Barkman, seconded by Councillor Jewell, that the January 23, 2014, Mission Abbotsford Transit Committee meeting, be adjourned (11:40 a.m.)


The next MATC meeting will be held at 10:00 a.m., Thursday, February 27, 2014, at the District of Mission. Certified Correct: Mayor Adlem S. Jones, Recorder

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MISSION ABBOTSFORD TRANSIT COMMITTEE Follow-up Sheet – March 2014

Note: Items marked “Complete” will be removed from list for next meeting

Action to be initiated by Lead will be indicated by an * Page 1 of of 2

Subject Decision and/or action required Action to be initiated by:

Target Date

BUSINESS OUT OF MINUTES

Funding Strategy Staff to prepare a more detailed Funding Strategy report with top four funding options. Advertising strategy should be included as an alternative funding option.

J. van Schaik* TBD

Efficiency Review Staff to prepare a 3 Year Service Plan for MATC. CFV Efficiency Review Staff to confirm with Translink regarding Bus #503 schedule and adjust Route #21 Schedule accordingly

J. van Schaik* R. Newlove T. Wegwitz* J. van Schaik* T. Wegwitz

Ongoing Ongoing TBD

Advertising Strategy Staff to report back to MATC regarding Whistler’s practice/experience J. van Schaik* March 2014

MATC Terms of Reference Review

MATC staff to prepare a draft Terms of Reference for MATC D. Sommer

Dec 2014

Transit exchanges planning

Staff to provide Federal funding options provided to other cities J. van Schaik* TBD

CORRESPONDENCE

REPORTS

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dsanderson

Cross-Out

MISSION ABBOTSFORD TRANSIT COMMITTEE Follow-up Sheet – March 2014

Note: Items marked “Complete” will be removed from list for next meeting

Action to be initiated by Lead will be indicated by an * Page 2 of of 2

Ridership & Revenue Report

Ridership and Revenue Report (provided quarterly) (Summary of customer correspondence to be included) Staff to provide information on ridership comparison with other communities, expenses/costs and the past five year ridership information. 4th Quarterly Report (October to December 2013) 1st Quarterly Report (Jan to March 2014) 2st Quarterly Report (April to June 2014) 3st Quarterly Report (July to September 2014)

J. van Schaik* J. van Schaik J. van Schaik J. van Schaik

March 2014 May 2014 August 2014 November 2014 TBD

NEW BUSINESS UPASS Agreement Agreement ends July 14, 2014, renewal needs to be worked on

J. van Schaik*

March 2014

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Mission Abbotsford Transit Committee Report

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DATE: March 27, 2014

TO: Mission Abbotsford Transit Committee

FROM: Rebecca Newlove, BC Transit

SUBJECT: Service Efficiency Review Engagement Results and Next Steps

RECOMMENDATIONS:

1. THAT the CFV Efficiency Review Public Engagement Report be received for information

2. THAT MATC approve BC Transit and municipal staff to proceed work on the recommended next steps and report back to MATC with an update on the findings in April 2014

PURPOSE:

To present the following to MATC for their comment, input and approval:

Feedback from the public engagement on the draft Efficiency Review service proposals

Resulting areas of focus for route and schedule changes

Infrastructure investments associated with the implementation of amended service changes and to address public feedback

BACKGROUND:

One of the first recommendations from the Abbotsford-Mission Transit Future Plan (approved January 2013) was to conduct a system-wide efficiency review. At its May 2013 meeting, MATC developed and approved the following three principles to guide the review:

Budget neutral planning: both Abbotsford and Mission do not have the financial capacity to increase spending on transit. This means that service changes must work within existing service hours and vehicles.

Improve system performance: in terms of improved efficiency and increased ridership.

Service equity: match the level of service to the characteristics of the area being served (i.e. neighbourhoods with similar density and land use should receive a similar level of service).

Service change proposals including new routes and schedules were designed based upon these objectives. In improving system performance and service equity, these proposals would also progress the transit system towards Phase 1 of the Abbotsford-Mission Transit Future Plan. The focus of these changes was the restructuring of the Abbotsford routes to improve the efficiency of the service, reallocating service hours from areas with lower ridership to areas of higher demand and to increase overall ridership. Based upon this, the outcome of the efficiency review resulted in a restructure of the three main routes 1, 2 and 3 and development of a rapid network along Maclure, South Fraser Way and McCallum to UFV, similar to that depicted in the Phase 1 network of the Abbotsford-Mission Transit Future Plan. As a result, the main Abbotsford exchange needs to be relocated from Bourquin to Downtown to increase service efficiency and improve the direct nature of travel by locating the main exchange at the key junction in the rapid network. This will save time taken to divert off a main corridor to the current Bourquin Exchange and also benefits from locating the exchange to a location on a frequent line that would have direct access to the future regional transit service (Fraser Valley Express). For example, dependent upon the existing routing structure (whether

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the route returns to South Fraser Way or continues via Ware St. and Bevan Ave.) this can save approximately 2 to 4minutes per trip if continuing to downtown or approximately 2 minutes per trip for the Bourquin Exchange detour on other routes. In addition, congestion on Bourquin Crescent can increase this time requirement. The number of routes serving the Bourquin Exchange in the proposed service changes has reduced from 9 to 4, which equates to an approximate reduction from 500 trips to 150 trips per day. This could equate to savings of approximately 3,000 – 5,500 hours per year albeit this figure is a high level estimation given the variety of other routing factors that can influence service hour requirements. Savings in service hours from the restructured routes, reduced service to areas of lower ridership and reduced school routes were reallocated to increase service and frequency to areas of high demand and the rapid network, resulting in an increase in the total number of trips to the new proposed Routes 1, 2 and 3.

At its January 2014 meeting, MATC approved the draft service proposals and a consultation strategy in order for BC Transit and local municipal staff to commence public engagement. The engagement events were organized in collaboration with First Canada, the City of Abbotsford and District of Mission and conducted throughout late February and early March. A summary of the engagement process and results is provided in Attachment 1.

In addition, BC Transit scheduling staff worked in collaboration with First Canada in early March to undertake route timings of the proposed routes with a transit vehicle. This allows for verification of the draft schedule and identifies areas of tight timing that may cause issues for service reliability or could require adjustments to the schedule or proposed routes.

DISCUSSION AND ANALYSIS:

Consultation Feedback

Over 200 people were engaged at the open house events and there were a total of 416 responses to the online/hard copy survey. Overall there was a generally positive response to the proposals in Abbotsford, with a balance of comments supporting the service changes versus those identifying concerns. Some of the minor concerns raised may be addressed by amending schedules and considering individual trip requirements. However, there was an unanticipated significant level of concern raised by many attendees and respondents relating to the Downtown Exchange in Abbotsford. Many stressed that their supportive comments were only valid if the Downtown Exchange concerns were addressed. These concerns related to:

poor personal safety - prevalence of drugs, prostitution and crime in the area

lack of lighting

road safety issues related to making trip connections (crossing the road, jay-walking, etc.)

lack of facilities for drivers including a washroom and break room

lack of amenities for public when waiting between trips (e.g. transit shelters, benches, etc.)

lack of police presence or security cameras

lack of space

In addition, there were a considerable number of responses requesting an increase in service frequency and later trips on multiple routes. This desire would require additional service hours and operational budget.

In comparison, there was a less positive overall response to the Mission proposed service changes. Albeit the overall online survey responses were slightly positive, a significantly lower number of respondents travelled on Mission routes regularly in the last 6 months. Several concerns were identified by respondents, particularly attendees at the open houses. These primarily related to the reduced evening service, removal of some sections of routes and poorly timed connections with the West Coast Express trips. However, many concerns were also raised about the existing service, primarily relating to service reliability, traffic safety and a desire for increased frequency, later service and service to new areas. In engaging the attendees at the open houses in Mission, it was explained that the removal of route sections and minor trip reductions were intended to help

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improve the reliability of service and on-time performance whilst remaining within the existing budget. However, attendees indicated a strong desire for increased funding to address the identified issues rather than reduced trips or service area.

In addition to the above, a number of safety concerns were received from respondents and attendees relating to traffic safety and the Mission Exchange. These concerns relate to:

poor lighting at the exchange

road safety issues related to making trip connections (crossing the road, jay-walking, etc.)

cars often go through the pedestrian crossing on Lougheed Hwy near McDonalds

traffic safety on #39 regarding left turn from James St onto 7 Ave.

Route Timing and Scheduling

The timing of new routes indicated some areas and times where congestion significantly impacted the proposed schedule. Some infrastructure improvements including leading green lights or right hand turn lanes have been suggested in the Public Engagement Report that may help to alleviate these constraints. However, the schedules for some routes will need to be reviewed in light of refined time requirements in addition to the public feedback. An update on amended routes and schedules will be provided to MATC at the April, 2014 meeting. FINANCIAL IMPLICATIONS & INFRASTRUCTURE REQUIREMENTS:

Prior to public engagement, it was considered that the changes proposed will negatively affect some existing passengers but on the whole were projected to be positive. A preliminary and conservative estimate of impacts that took into account possible ridership losses as well as gains from the changes proposed showed that the proposals in the first year could result in an additional 48,450 passenger trips (+2.0% over 2013/14 budget) and $46,500 in revenue (+1.6%). Further ridership and revenue gains were anticipated to accrue in the following years as the restructured system stabilized and matured. In addition to the revenue and ridership gains, it was indicated that there may also be further operational savings through fleet adjustments. The proposed service changes indicate that there are sufficient service hours to enable a small conversion from heavy duty to light duty vehicle(s) and a potential saving of vehicles. This will need to be verified with the updated scheduling information and detailed kilometre readings as well as discussions with First Canada regarding their union agreement.

Once the routes and schedules are amended to accommodate the engagement responses and route timing analysis, these financial impacts will be reviewed. From an operational perspective, it is still considered that the changes proposed will result in a positive outcome overall albeit with negative impacts to some riders. However, concerns regarding the safety of the Abbotsford and Mission Downtown Exchange by many open house attendees and respondents may result in implications for the ridership and revenue estimates if the concerns are not adequately mitigated.

Therefore, albeit the service proposals are designed to operate within the existing hours and vehicles, it is recommended that capital investment is made to the infrastructure at the Downtown Exchanges to address the public’s concerns regarding this location. Other infrastructure investments associated with relocating and establishing new stops and shelters, parking removal and road and sidewalk improvements will also be required to enable the service change proposals to be implemented. Estimations of vehicles savings and increased ridership and revenue will indicate the level of savings available over time to offset these costs.

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Abbotsford Downtown Exchange Requirements

Based upon the medium and long term downtown exchange requirements, infrastructure investment required for the 2014 service change proposals could accommodate the future transit requirements if an off-street facility with 8-10 bays and additional parking is developed. An off-street facility would assist in addressing the identified public concerns regarding the Downtown Exchange location and would address the medium and long term needs of the Transit Future Plan. The only additional requirements outlined in the Transit Future Plan relate to establishing a park and ride facility at this location. Several locations have been identified and feasibility and costs are being explored by BC Transit and the City of Abbotsford for this exchange location. It should be noted that an off-street exchange would not be in place for service implementation in 2014.

However, if an off-street exchange is not constructed in the short term, the on-street exchange would require the following infrastructure improvements:

6 large bus shelters – cost sharing program (City of Abbotsford and BC Transit).

Driver Facility Room – construction of building including sewage and water connection. There is a current agreement with Community Services for the use of their washroom facilities by transit drivers between 9am-5pm on weekdays. However, there is no access in the early morning, evenings and weekends. With an increase in routes terminating and starting at the Downtown Exchange, including layover and breaks, greater access to washroom facilities will be required. The lack of businesses in this location will impact the ability to continue providing this service via an agreement with a local organization. Should a suitable location be identified that is further away from the Downtown Exchange, it would require additional time for drivers to take breaks. Options and alternatives are currently being explored.

Central barrier on Montrose Av. to discourage jay-walking.

Improved street lighting.

Improvements to the pedestrian crossing including road surface treatment & painting.

CCTV surveillance cameras.

Some sidewalk improvements may be required at the south end of Montrose Av. near McDougall Av. dependent upon bus bay locations and exchange design.

Removal of some parking spaces on Montrose Av. and Laurel St. - discussion with the Abbotsford Downtown Business Association and local businesses will be required.

Retention of bus parking and potential expansion of the bus parking area at Jubilee Park.

Additional non-essential investments that would help to alleviate public concerns:

Creation of a landscaped road median on Montrose Av. to discourage jay-walking. This would address both the need to discourage jay-walking and improve the public realm if implemented instead of a barrier.

Increased sidewalk space for increased numbers of passengers

Safety improvements such as: o Cross-walk lighting at the improved pedestrian crossing o Police presence

Additional public realm improvements such as landscaping and repaving would be beneficial. Development of mixed use facilities such as coffee shops, shops, residential that provide eyes on the street to increase safety. These developments would most likely be included as part of any downtown planning projects for regeneration.

Potential to lower the speed limit from 50Kph to 30Kph.

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Mission Exchange and Infrastructure Requirements

The following infrastructure improvements would be required to address the public engagement concerns in Mission:

Improved street lighting at the Downtown Mission Exchange

Improvements to the pedestrian crossing including road surface treatment & painting and consideration of lighting

Audible signal for the pedestrian crossing on Lougheed Hwy near McDonalds

Potential route restructure on Route 39 from James St to 7 Av.

Mission could consider could look at advancing the exchange and safety improvements as part of the Downtown revitalization project.

NEXT STEPS:

Subject to the outcome of the scheduling exercise to address public feedback and timing analysis, the successful implementation of service changes will be dependent upon exchange and infrastructure improvements. More detailed information regarding the costs associated with these improvements and the expected vehicle savings and revenue generation that could offset these costs will be useful in determining funding availability. As such, it is recommended that staff proceed with the following next steps:

1. Amend schedule and routes based upon public engagement feedback and timing analysis

2. Confirm vehicle savings based upon updated schedules

3. Update increased ridership and revenue estimates based upon updated schedules and public engagement feedback

4. Provide detailed estimates associated with the proposed Abbotsford and Mission exchange and infrastructure improvements

A timeline for implementation could then be determined once the scheduling exercise and service change proposal amendments are completed and a decision on the Downtown Exchange and infrastructure improvements is made.

ATTACHMENTS:

1. CFV Efficiency Review: Public Engagement Report March 2014

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Public Engagement Report CFV Efficiency Review

Prepared by March 2014

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March, 2014 Public Consultation | Page 2/16

TABLE OF CONTENTS

Table of Contents .................................................................................................................................. 2

Introduction ............................................................................................................................................ 3

Purpose ................................................................................................................................................. 3

Method .................................................................................................................................................. 3

CFV Project Website .......................................................................................................................... 3

Open Houses, Meetings & Events ...................................................................................................... 3

Online / Print Survey .......................................................................................................................... 4

Advertising & Media ........................................................................................................................... 5

Stakeholder Communication .............................................................................................................. 5

Meetings ............................................................................................................................................ 5

Results .................................................................................................................................................. 5

Response Rate .................................................................................................................................. 5

Open House Engagement Response Highlights ................................................................................. 5

Online Survey..................................................................................................................................... 8

Summary & Next steps ........................................................................................................................ 15

APPENDIX A: Stakeholder Contact List ............................................................................................... 16

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INTRODUCTION

Community engagement was conducted as part of the Central Fraser Valley (CFV) Efficiency Review to ensure the final transit proposals reflect the needs and priorities of the community within the limitation of the approved project objectives. The process was led by BC Transit with strong support from the City of Abbotsford, the District of Mission, First Canada staff and drivers and local community members. This report provides a summary of the engagement process and results.

PURPOSE

The engagement strategy was designed to achieve the following goals: Identify and solicit targeted feedback from major institutions, organizations, key community

groups and community members Employ a variety of methods and means to stimulate participants and ensure a wide range of

citizens are reached Ensure the final result reflects the public’s needs and desires by incorporating feedback into the

proposed service changes within the limitations of the approved project objectives

METHOD

The public engagement for the CFV Efficiency Review included a series of open houses, a project website, online survey, print survey, on-board transit passenger information cards, posters and one-on-one meetings with organizations as required.

CFV Project Website

A dedicated web page has been established for the Central Fraser Valley efficiency review transit proposals on the Transit Future section of the BC Transit website. This provides background information to the proposed changes, a link to the Abbotsford-Mission Transit Future Plan, a copy of the public open house information boards, a link to the project handout which details draft routes and schedules, as well as updates on engagement events, reports, presentations and for providing online surveys to solicit feedback during the engagement process. The website can be found here: http://www.bctransit.com/transitfuture/sun_latestupdates.cfm

Open Houses, Meetings & Events

Several open houses were arranged in Abbotsford and Mission to engage community members in the development of the transit service change proposals. At the open houses participants were able to access information on the proposed service changes via open house boards and handouts, speak to BC Transit and local municipal staff and provide feedback via a hard copy survey. The open houses were held between the March 4 and 7, 2014 at a variety of locations outlined in Table 1. In addition, a series of driver meetings were held at the First Canada operations and maintenance facility. These enabled drivers to ask questions and provide feedback and suggestions on the proposals.

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http://www.bctransit.com/transitfuture/sun_latestupdates.cfm


Table 1: Open House and Events Engagement Dates and Locations

Location Date Time

Driver’s room, First Canada Operations Facility Tues 4 March 2:00pm – 5:30pm

Driver’s room, First Canada Operations Facility Wed 5 March 5:30am – 7.30am

Seven Oaks Shopping Centre Wed 5 March 9:30am – 12:30pm

Abbotsford Social Activity Association (General Meeting) Wed 5 March 12:00pm-12:30pm

Bourquin Transit Exchange Wed 5 March 2:00pm – 4:00pm

Matsqui Recreation Centre, Abbotsford Wed 5 March 6:00pm – 8:00pm

UFV Abbotsford Campus, Peter Jones Learning Commons Thurs 6 March 10:00am – 1:00pm

Mission Library / Transit Exchange Thurs 6 March 2:30pm – 4:30pm

Save on Foods, Junction Mall, Mission Thurs 6 March 5:30pm – 7:30pm

Driver’s room, First Canada Operations Facility Fri 7 March 5:30am – 7:30am

Abbotsford Recreation Centre Fri 7 March 10:00am – 12:00pm

Online / Print Survey

Local residents, workers and community members were encouraged to complete a survey, available online from February 26 till March 10, 2014 and in hard print copy during the open house engagement events. The hard copy survey was translated into Punjabi and copies of the survey and handouts were provided to the temples for the three East Indian Societies in Abbotsford (listed in Appendix A). Hard copy surveys continued to be collected and feedback via email continued to be received and included until the March 17, 2014.

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Advertising & Media

A variety of methods were used to advertise the opportunities to provide input. Print media included a press release, advertisements in local papers, large posters at bus shelters, posters that were distributed around the community, electronic reader boards at the recreation centres in Abbotsford, interior bus cards and rack card handouts on the transit buses. In addition, there were five radio commercials per day on Star FM CKSR and Country CKQC between March 3 and 7, 2014, website updates and notices (BC Transit, City of Abbotsford and District of Mission) and social media releases (facebook and twitter with both BC Transit and local municipalities).

Stakeholder Communication

A list of community stakeholders was developed in collaboration with the City of Abbotsford and District of Mission as outlined in Appendix A. Stakeholders were emailed directly with information about the proposed changes, including details on the engagement opportunities and a link to the website and asked to distribute the information to their colleagues, patients, clients and members.

Meetings

Several meetings were arranged when requested by specific stakeholders in order to discuss the proposals in more detail and for stakeholders to provide more detailed information regarding their transit requirements.

RESULTS

Response Rate

Table 2 provides a summary of the response rates to the various engagement events.

Open House Engagement Response Highlights

Over 200 people were engaged at the open house events, providing feedback on the proposals or taking information away to complete an online survey later. Many attendees wanted help in determining the new routes and schedules that would apply to their main trips and some had questions regarding the reallocation of service and the objectives that formed the basis of the proposed changes.

However, most attendees expressed a desire for an increase in transit service primarily related to increased frequency and later service in both Abbotsford and Mission in addition to some requests for

Table 2: Engagement Response Summary

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service to new areas. Several attendees asked for regional service between Chilliwack, Abbotsford and Langley and were provided with information on the future Fraser Valley Express project.

In relation to Abbotsford service changes, there was a balance of positive feedback and concerns. The positive feedback related to more direct and frequent service, the ability to get to destinations more easily, increased service to the Abbotsford Hospital, increased frequency to UFV, new service to Hightstreet Mall and future connections to regional service. However, there were more concerns than positive feedback related to service changes in Mission. Table 3 provides a summary of the general concerns received at the open house events and driver’s meetings. Specific route comments from these meetings are included with the online responses from page 10 onwards.

Table 3: Concerns raised regarding the proposed service changes at open houses

General Comments relating to both Abbotsford and Mission

There needs to be more frequent service (multiple routes mentioned) There needs to be later service (multiple routes mentioned) Any routes converting from heavy duty vehicle to light duty vehicle should ensure the vehicle is accessible for wheelchairs and strollers

Abbotsford General Comments

Concern about the increased use and need to transfer at the Abbotsford Downtown Exchange: poor safety - prevalence of drugs, prostitution and crime lack of space lack of lighting safety crossing the road/jay-walking to make trip connections lack of facilities for drivers including washroom and break room (community services provide

the current washroom, only available on weekdays 9am-5pm) lack of amenities for public when waiting between trips lack of police presence or security cameras

Concern about reliability and on-time performance to make connections, particularly at downtown Desire to have the route that services UFV continue on George Ferguson Way Desire to retain the facilities and parking at Bourquin Exchange Reduce the number of trips serving Matsqui further. Alternatively, could create a pull-out on Highway so Matsqui passengers on the express trip could walk from the highway. Additional bus stop requests/requirements:

Downtown exchange – see separate report, likely 6 large bus shelters Clearbrook exchange additional stops required to reduce walk distance. Stop by McDonalds on Bourquin – cars pass bus, move stop further north or remove Bus stop on Blueridge in close proximity to Bluejay needed

Infrastructure requests/requirements:

Right hand turn lane from Maclure to Bluejay to address traffic backed up to highway Request a leading left green light from cardinal onto Highstreet to address congestion

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Sumas on Marshall eastbound, not sufficient green light time going straight on Marshall Turning left to Lonzo on #2, request a leading left green light Request a leading left green light from Marshall turning left onto Ware

Promotion/marketing suggestion – free service on a day or week to gain ridership e.g. Canada Day Very heavy congestion near Maclure, Bluejay and Cardinal near Highstreet mall – affects timing There is no bus service on Riverside Rd. to operations and maintenance facility – this makes it difficult for drivers to get to work and customers get to transit lost and found. GFI farebox issues – allowing for fare evasion. Sometimes not enforcing the new fare change

Mission General Comments

Concern regarding poor reliability of service, if any trips are delayed and connections missed, long wait time due to low frequency of service. Would like holiday service, service on Sundays for #39 and later weekday and weekend service for all routes. Concerns regarding safety at Mission Exchange – lighting is poor and people jay walk rather than use the crosswalk, general safety at night should be improved. Connections to West Coast Express need to be improved. Additional bus stop requests/requirements:

West Coast Express stop should be a permanent bus stop location for all routes passing on N Railway Av. – addresses passengers stranded from late trains.

#32 needs a stop, shelter and lighting on Lougheed Hwy near the shopping mall by McDonalds – particularly if Logan loop is removed

#33 – stop on 7 Av by Horne St., safety concerns with cars overtaking and turning infront of bus, move stop west of Horne St.

#33 – bust stop on Fennel, move down – house owner parks car purposefully in stop so can’t use

Shelter at the West Coast Express Stop Desire for additional driver training on customer service e.g. use of ramps for seniors if requested, directing people to move out of accessible seating, radioing other drivers to wait to make connections and driver consistency with stops (e.g. whether going into Walmart or not). Safety concerns regarding the pedestrian crossing at McDonalds on Lougheed Hwy, lights are not sufficient, cars go through when crossing. Request for bird warning at crosswalk. Suggestion to move main exchange to the West Coast Express station to save time Desire to connect to Maple Ridge. Base map should represent the new development in northern areas of Mission. Fares – use of West Coast Express Pass as a credit on the CFV system only when the train is running – desire to use it on CFV system at all times and weekends as well as not only for a continued directional trip home.

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Online Survey

Respondents and Ridership There were a total of 416 responses to the online/hard copy survey. These respondents were primarily regular transit riders (51% rode transit 5 days per week or more and 80% rode transit 1-2 times per week or more) using the full spectrum of routes (Figure 1) for a mix of reasons including work, school, university, shopping, errands, social, recreation, medical and dental. Most respondents were adults with approximately 6% students and 6% seniors responding. 28% of responses related to both the Abbotsford and Mission transit system with 64% of responses specific to Abbotsford alone and 9% to Mission alone. Approximately 3% of total surveys completed were Punjabi surveys.

Figure 1: Primary Bus Routes used by Respondents

Level of Support for Proposed Service Changes

The main reasons provided for supporting or not supporting the changes are outlined in Table 4. It should be noted that despite inclusion of the efficiency review objectives in the opening of the online survey, many responses expressed a desire for an increase in transit service that would require additional service hours and associated costs. Therefore, some of the negative responses were associated with a lack of increased service.

For Abbotsford, 37% of respondents supported the proposed changes and 31% supported the proposed service changes with some alterations. However, 27% of respondents did not support the proposed changes (Figure 2).

Figure 2: Level of Support for Abbotsford Proposed Service Changes

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For Mission, 39% of respondents supported the proposed changes and 30% supported them with some alterations. 21% of respondents did not support the proposed changes but it should be noted that a significantly smaller proportion of respondents completed questions relating to Mission (Figure 3).

Table 4: Reasons for supporting/not supporting the proposed service changes

Reasons for Supporting Changes Reasons for NOT Supporting Changes

More frequency and service past Abbotsford Hospital

There needs to be more frequent service (multiple routes mentioned)

Prefer for new #1, #2 and #3 routing There needs to be later service (multiple routes mentioned) Much better flow from centres of activity on the east side to those in the central/western side of Abbotsford

Concern about increased use and need to transfer at Downtown Exchange – safety issues associated with drugs, prostitution and crime. Not suitable for park and ride as unsafe to leave car in this location. Some preference to retain Bourquin Exchange.

Pleased to see a reduction in the number of routes serving both downtown and Bourquin

Desire by several community members at the Gurdwara Kalgidhar Darbar Sahib Society to not change the existing routes 2, 3, 5 and 6

Pleased with increased frequency on Routes 1, 2 and 3

Concern about reliability and timing of trips in terms of making connections, particularly at Abbotsford Downtown Exchange

Pleased that Routes 1 and 2 will not stop at Bourquin Exchange

Desire for service to new areas e.g. Tradex, regional connections, rural businesses

More direct service Some concern regarding reduced service on Old Yale to the Abbotsford Recreation Centre and Yale Secondary School

Desire to see more small vehicles Still no direct route for some passengers Increased frequency & service to UFV Transfer now required for some passengers Needs improved service reliability and on-time performance Some resistance to change, particularly for seniors Some early service on some routes would reduce ability to meet

early morning West Coast Express trips Some concern about getting to school

Figure 3: Level of Support for Mission Proposed Service Changes

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Concerns regarding Specific Routes from Online Survey and Open Houses

Route 1: S. Fraser Way 48% Supportive, 28% unsupportive (60 count)

Main route to UFV no longer serves George Ferguson Way without a transfer required The existing #1, #2, #3, #6 and #14 all run late on an afternoon due to congestion, will require additional running time in new schedule Concern about the #1 no longer continuing to the east of the city, particularly on Old Yale to the Abbotsford Recreation Centre, housing and schools in that location Desire for route to serve Bourquin Exchange and concerns regarding safety at Downtown Exchange Would like service on Bluejay

Route 2: G.Ferguson 41% Supportive, 26% unsupportive (69 count)

A considerable number of respondents indicated a concern with cutting evening service - last trip is too early to meet Target closing time for employees and shoppers using transit Some confusion in responses regarding the new route 1 now serving UFV Should go to 15min peak service earlier (2:40pm) and extend this later into the evening Desire for route to serve Bourquin Exchange and concerns regarding safety at Downtown Exchange Desire for increased frequency throughout the day

Route 3: Blueridge-Hospital 35% supportive, 22% unsupportive (54 count)

Removes service from Blueridge neighbourhood to South Fraser Way without a transfer – several responses identified a desire for a direct service for people going from Blueridge to South Fraser People on Townline loop wish to go down to Maclure for shopping Needs later service Preference for some coverage on Southern

Figure 4: Preference for service on Townline Loop and Sandpiper and Goldfinch

Route 4: Saddle 21% Supportive, 16% Unsupportive (44 count)

Concern with cutting evening service - needs additional time at night on the existing routing. Desire to see a route loop between Exbury and Davie via Latimer

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Route 6: Gladwin 23% Supportive, 26% Unsupportive (43 count)

First early trip is cut, many people need to use this trip to connect to the West Coast Express via #31 Desire for increased frequency and later trips Desire for 2-way service Some concerns with terminating route now at Bourquin Exchange and lack of connections given move to Downtown Exchange for many routes Desire for service on Gladwin between George Ferguson and South Fraser.

Route 7: Sumas Mtn. 24% Supportive, 15% Unsupportive (46 count)

Several responses identified concerns with the reductions in late trips mean no access for UFV students in this area to night classes Need additional running time at night on the existing routing. Increased development at Sumas Mountain, desire for future service to these developed areas. Concerns regarding safety at Downtown Exchange

Route 9: Peardonville 27% Supportive, 11% Unsupportive (37 count)

Some concerns about the low frequency

Route 11: McKee/Auguston 24% Supportive, 13% Unsupportive (38 count)

Concern regarding the lack of frequency now serving ARC and Yale Secondary School on Old Yale and McMillan Some students in area travelling on transit to W J Mouat – will now need to transfer downtown – safety and connection timing concerns Desire for later service to Auguston with a small bus and an increased frequency throughout the day Concerns regarding a large bus going into Auguston

Figure 5: Preference for service to Auguston

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Route 12: Jackson Connector 18% Supportive, 15% Unsupportive (39 count)

Desire to see the existing UFV connector route remain Reduce the number of trips on the new route or remove it to save time. It is more difficult to get to school now this route does not serve Bourquin Exchange Seniors using this route to access the mall will now need to transfer

Route 14: Huntingdon Connector 44% Supportive, 15% Unsupportive (46 count)

Concerns regarding cutting service to Huntingdon, the frequency is too low Frequency is too low and desire for later service Pleased it serves Gladys consistently Would like a smaller bus

Route 16: McMillan Connector 26% Supportive, 18% Unsupportive (39 count)

Desire for later service Desire for more frequent service

Route 17: Industrial 35% Supportive, 14% Unsupportive (37 count)

#17 – amend airport routing to serve Aviator Dr. via main airport access, to stop agreed with Abbotsford Airport and remove Tower St. and Firecat Av. loop to aerospace centre (250m walk) #17 industrial – remove 10.35am trip and add an earlier morning trip to serve workers before 6am Desire for more frequent and later service Desire for more service to the airport Desire to serve Tradex on event days and weekends Desire to extend this route to Highstreet to connect western Abbotsford to the industrial estate

Route 21: Aldergrove 38% Supportive, 13% Unsupportive (48 count)

Needs earlier and later service and increased frequency Some desire to keep route the same in Aldergrove Should route via Highstreet exchange to provide residents in the west part of Abbotsford better access to Langley

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Route 31: Mission-Abbotsford Connector 40% Supportive, 30% Unsupportive (100 count)

Need to define the route variations more clearly, i.e. show which trips in the schedule are express trips and have only one express route Desire for earlier service Desire for increased frequency of service Several responses indicated a concern regarding removal of route from George Ferguson Way Desire for all trips passing West Coast Express platform to stop at this bus stop Suggestion that the route end at downtown and do a separate route to UFV to save time The scheduled timing looks unfeasible, particularly with Matsqui, issues with reliability already Desire to serve Bourquin on all trips Some desire to serve Junction Mall more, some desire to remove altogether Concern regarding the timing connections to the West Coast Express Desire for the service to be between both campuses Suggestion to remove additional trips from Matsqui Concerns regarding trips terminating at Abbotsford Downtown Exchange - safety

Route 32: West Heights 52% Supportive, 5% Unsupportive (44 count)

Desire for more frequency and later trips Some desire for the new route to serve Walmart Some concerns that Wren street is not snow cleared in winter and would prefer service on Hurd First couple of runs have the bus waiting at exchange for 5min – can we change scheduling Many passengers want to go to the hospital and that service will be gone on the inbound trip. Albeit several comments now prefer the service past Walmart and Superstore Preference to retain the Logan loop for safety (stop is off the highway) and accessibility e.g. to the Legion

Route 33: Cedar Valley 48% Supportive, 17% Unsupportive (42 count)

Desire for more frequency and later trips Some desire for route to continue to go to Junction Mall #33 and #34 now end earlier and at different times. Desire for later trips not ending service earlier. Could retain #40 to address later service. Some desire for re-routing to serve 7 Av between Cedar and Grand to serve medical buildings Concern about reliability of service and on-time performance impacting connections to #31 Suggestion to relocate Mission Exchange to London Avenue

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Route 34: East Side 48% Supportive, 12% Unsupportive (42 count)

Desire for more frequency and later trips, particularly for Riverside College students Desire for service on Alder more often, not removed, those with difficulty walking will now have to use #39, not early enough for work #33 and #34 now end earlier and at different times. Desire for later trips not ending service earlier. Could retain #40 to address later service.

Route 35: Hatzic 28% Supportive, 8% Unsupportive (36 count)

Trips do not connect to the West Coast Express in the existing or new schedule. Desire for more frequency

Route 39: Shopper Shuttle 32% Supportive, 10% Unsupportive (41 count)

Desire to go into Walmart and would like a consistent message so all drivers go into Walmart. Some safety concerns with bus has to cross 3 lanes of traffic on Wren to make the turn into Walmart, suggested reversing this small loop to access Walmart more safely Concerns regarding safety at James St and 7 Av, consider turning on 5th or 6 Av and Grand instead. First trip too late to get to leisure centre morning classes Desire for more trips if the Route 33 no longer serves Junction Mall

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SUMMARY & NEXT STEPS

The engagement responses were fairly balanced in relation to comments supporting the service changes in Abbotsford versus those identifying concerns and, overall, there was a generally positive response to the proposals. Some of the concerns raised may be addressed by amending schedules and considering individual trip requirements. However, the key concerns relating to increased transfers at the Downtown Exchange and the safety and public realm considerations associated with this location will require infrastructure investment to suitably mitigate. Additional infrastructure requirements associated with new stops, shelters and stop relocations in addition to some parking removal and road and sidewalk improvements will also require infrastructure investment to enable the service change proposals to be implemented. In addition, there were a considerable number of responses requesting an increase in service frequency and later trips on multiple routes. This desire would require additional service hours and operational budget.

In comparison, there was a less positive overall response to the Mission proposed service changes. Albeit the overall online survey responses were slightly positive, fewer people responded to questions related to Mission and a significantly lower number of respondents travelled on Mission routes regularly in the last 6 months. Several concerns were identified by respondents, particularly attendees at the open houses. These primarily related to the reduced evening service, removal of some sections of routes and poorly timed connections with the West Coast Express trips. However, many concerns were also raised about the existing service, primarily relating to service reliability, Exchange safety, traffic safety and a desire for increased frequency, later service and service to new areas. In engaging the attendees at the open houses in Mission, it was explained that removal of route sections and the minor trip reductions were intended to help improve the reliability of service and on-time performance whilst remaining within the existing budget. However, attendees indicated a strong desire for increased funding to address the identified issues rather than reduced trips or service area.

It should also be noted that, in some instances for Abbotsford proposals, there was confusion by respondents regarding the ability to connect between different origin and destination points and a presumption that some routes would no longer connect or connect in a suitable time frame. Given the significant changes proposed, there will be a period of time following implementation when existing passengers will learn the new routes and schedule. The implementation of Google Transit may help somewhat with this process given the ability to use this mobile application for trip planning.

The engagement responses, along with specific route timing information, and ridership analysis are currently being analyzed and used to amend the transit proposals. This information will be shared with local partners and the operating company to review the ability to address any feedback related to safety concerns on the existing service whilst the future proposals are being amended.

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APPENDIX A: STAKEHOLDER CONTACT LIST

The following table provides a list of the groups who were contacted directly to increase awareness of the engagement events and draft proposals forming part of the Efficiency Review.

Table 7: Stakeholder Advisory Group List

Governing Bodies

City of Abbotsford District of Mission

Transportation

Translink Abbotsford Airport

Community Groups

Abbotsford Recreation Centre Matsqui Recreation Centre Abbotsford Regional Hospital and Cancer Centre

Mission Association for Community Living

Abbotsford Social Activity (Seniors) Association Mission Community Services Association for Seniors Housing Mission Home Health Gurdwara Baba Banda Sing Bahadar Sikh Society, Abbotsford

Mission Memorial Hospital (via Fraser Health)

Gurdwara Kalgidhar Darbar Sahib Society, Abbotsford

Mission Mental Health

Khalsa Diwan Society, Abbotsford Mission Recreation Centre

Business and Industry

Abbotsford Chamber of Commerce Mission Chamber of Commerce Abbotsford Downtown Business Association Mission Downtown Business Association Fraser Valley Indo-Canadian Business Association

Tradex

School & Education

Abbotsford School District (SD34) MEI School, Downes Road Mission School District (SD75) University of the Fraser Valley

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1

Central Fraser Valley Transit System

Revenue and Ridership Report: Fourth Quarter, 2013

Passenger Revenue Highlights: Conventional revenue increased by 12.7% in the fourth quarter of 2013 in comparison

to the same time period in 2012. Custom revenue increased by 16.5% for the fourth quarter of 2013.

Annually, revenue is up by 11.7% year to date.

Passenger Revenue Summary

Year Conventional Custom Total

Fourth Quarter (Oct to Dec)

2013 $837,641 $49,559 $887,200

2012 $730,948 $41,397 $772,345

Variance 12.7% 16.5% 12.9%

Year to Date

2013 $2,952,029 $194,750 3,146,779

2012 $2,616,936 $160,113 2,777,050

Variance 11.4% 17.8% 11.7%

Note: Revenue reflects actual revenue collected and reported by the City of

Abbotsford to BC Transit on behalf of the transit system, as well as revenue accruing from

advertising and the BC Bus Pass Program. Custom revenue includes all fares from

handyDART, taxi supplement and taxi saver rides.

$160,000

$180,000

$200,000

$220,000

$240,000

$260,000

$280,000

$300,000

$320,000

Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec

Conventional Revenue

20132012

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Passenger Ridership Highlights: Conventional ridership shows 3.2% increase for the fourth quarter of 2013 in

comparison to 2012.

Custom ridership increased by 0.5% for the fourth quarter of 2013. Annually, ridership is up by 3.3% year to date.

Ridership Summary

Year Conventional Custom Total

Fourth Quarter (Oct to Dec)

2013 711,614 26,192 737,806

2012 688,624 26,069 714,693

Variance 3.2% 0.5% 3.1%

Year to Date

2013 2,508,194 103,818 2,612,012

2012 2,420,150 104,883 2,525,033

Variance 3.5% -1.0% 3.3%

$10,000

$12,000

$14,000

$16,000

$18,000

$20,000


Custom Revenue

20132012

29

150,000

170,000

190,000

210,000

230,000

250,000

270,000


Conventional Ridership

2013

2012

6,000

7,000

8,000

9,000

10,000

11,000

12,000


Custom Ridership

2013

2012

30

Farebox reporting: Ridership and Revenue:

Ridership Summary

Calculated Farebox Variance

Fourth Quarter (Oct - Dec) 711,614 510,743 39.3%

12 Month Period 2,508,194 1,893,766 32.4%

Calculated ridership is higher than farebox reported boardings: o 39.3% for the fourth quarter of 2013

o 32.4% year to date

Revenue Summary

Reported Farebox Variance

Fourth Quarter (Oct - Dec) 220,271 194,011 13.5%

12 Month Period 877,260 813,471 7.8%

Reported cash revenue is also higher than farebox revenue:

o 13.5% for the fourth quarter of 2013 o 7.8% year to date

Experience in similar transit systems in the province show that it is normal to report variances between calculated/reported data versus data generated by the farebox. This is due to the following contributing factors:

Ridership

For universal comparative purposes, calculated rides are defined as origin to destination trips that explicitly excludes transfers. Farebox boardings reflect actual boardings and represent trip portions.

Traditionally, calculated rides have been based on the results of two week manual counts that were undertaken in the past. This data provided a snapshot

of fare product utilization and was used as a basis to calculate ridership based on cash, ticket and pass utilization.

The accuracy of farebox ridership is dependent on driver compliance with

respect to recording and “classifying” cash fare rides that represent a fare other than the adult cash fare. For example, instances of underpayment,

overpayment and concession fares (students and seniors). Driver compliance relating to recording rides in the case of non-swipeable

(flash) passes, e.g. UPass, as well as free rides.

Revenue

Farebox accuracy: fareboxes do require regular maintenance to ensure bill and coin classification and counting is accurate.

When fareboxes malfunction and are put into “bypass” mode, it only collects

revenue and does not actually count bills and coins, or classifies rides. Reconciling items that are deposited in the farebox: instances where items such

as foreign currency, passes, parking tickets, transfers and tokens are inserted and counted as revenue (and rides) by fareboxes.

Different reporting periods of the farebox and local partner, e.g. cash collected

in one month but reported to the City in the following month.

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Conventional Q1 Q2 Q3 Q4 Total

2013 629,900 594,700 561,700 711,800 2,498,100

2012 574,200 581,900 575,400 688,600 2,420,100

2011 600,000 553,800 546,000 686,900 2,386,700

2010 543,700 556,300 526,800 658,500 2,285,300

2009 483,000 464,000 464,100 600,600 2,011,700

Custom

2013 26,500 26,200 25,000 26,200 103,900

2012 25,400 27,400 26,000 26,100 104,900

2011 26,100 26,600 25,300 26,100 104,100

2010 25,800 25,000 23,700 24,700 99,200

2009 25,600 26,900 25,700 24,600 102,800

Total

2013 656,400 620,900 586,700 738,000 2,602,000

2012 599,600 609,300 601,400 714,700 2,525,000

2011 626,100 580,400 571,300 713,000 2,490,800

2010 569,500 581,300 550,500 683,200 2,384,500

2009 508,600 490,900 489,800 625,200 2,114,500

Ridership (calculated)

Conventional Q1 Q2 Q3 Q4 Total2013 752,400 716,700 680,100 847,200 2,996,400

2012 641,500 641,400 635,700 741,300 2,659,900

2011 663,200 620,900 618,000 754,600 2,656,700

2010 621,700 588,500 548,000 799,200 2,557,400

2009 490,900 511,700 530,000 682,600 2,215,200

Custom

2013 46,200 50,400 48,600 49,600 194,800

2012 39,200 40,200 39,400 41,400 160,200

2011 42,100 40,000 39,100 38,500 159,700

2010 39,700 38,700 38,100 39,900 156,400

2009 40,100 42,000 40,200 39,000 161,300

Total

2013 798,600 767,100 728,700 896,800 3,191,200

2012 680,700 681,600 675,100 782,700 2,820,100

2011 705,300 660,900 657,100 793,100 2,816,400

2010 661,400 627,200 586,100 839,100 2,713,800

2009 531,000 553,700 570,200 721,600 2,376,500

Revenue

Annual Statistics

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Customer Comments

Oct Nov Dec Jan Feb Mar April May June July Aug Sept Oct Nov DecSafety 3 3 2 4 2 1 2 3 2 3 3 1 2 3 3

Behaviour 0 3 0 5 2 6 4 4 2 2 5 5 3 2 3Fare 0 0 2 6 0 2 0 3 0 0 0 0 7 2 0

Safety 1 0 1 0 0 2 0 0 1 1 0 1 0 0 0Cleanliness 0 0 0 1 1 0 3 0 1 0 0 1 1 0 0

Early 0 2 2 2 2 2 3 1 3 0 1 2 3 2 1Late 0 0 0 4 3 4 5 4 5 6 4 5 7 6 8

Missed 2 2 4 8 6 7 8 5 9 8 5 7 8 5 15Pass-up 5 20 6 4 8 9 8 8 6 10 4 14 6 8 7

Total 11 30 17 34 24 33 33 28 29 30 22 36 37 28 37Suggestion/

Enquiry 10 28 30 24 18 22 16 9 9 20 18 21 17 21 34Compliment-

Drivers 4 2 2 3 1 0 1 1 2 2 3 2 1 1 2Compliment-

General 1 1 1 1 0 0 1 1 1 2 2 2 0 1 2Total 15 31 33 28 19 22 18 11 12 24 23 25 18 23 38

Total 26 61 50 62 43 55 51 39 41 54 45 61 55 51 759,177 9,062 8,687 9,317 8,286 9,007 9,238 9,343 8,903 9,232 9,177 8,760 9,232 9,177 8,760

Compliments/Suggestions 1.6 3.4 3.8 3.0 2.3 2.4 1.9 1.2 1.3 2.6 2.5 2.9 1.9 2.5 4.3Complaints 1.2 3.3 2.0 3.6 2.9 3.7 3.6 3.0 3.3 3.2 2.4 4.1 4.0 3.1 4.2

2012 2013

Service Hours (AOA) - Rates/1,000 hours

Q4

Service related

Q3Customer Comments

Q4 Q1 Q2

Compliments/

Suggestions

Other

Complaints

Driver related

Vehicle related

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Documents

MISSION ABBOTSFORD TRANSIT COMMITTEE · 2019. 11. 22. · Mission Abbotsford Transit Committee and opened the floor for nominations. ... .1 Transit Service to Pepin Brook on Simpson