ETS 2009 Highlights Document

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					ETS Projects & Initiatives
Highlights 2009
TECHNOLOGY
20   ETS Blue - A Smart Card
     Demonstration Project
22   Vigil Vanguard Training System
24   ETS Control Centre Upgrades
25   Replacement Radio System
26   Transit on Google Maps




BUSINESS PRACTICES
14   ETS Launches an AIR MILES®
     Pilot Program
16   Upgrading the Fare
     Distribution Network
17   Evaluating the U-Pass Program
18   Forecasting Demand
     for DATS Services
19   Enviso Certification




FACILITIES & INFRASTRUCTURE
6    Centennial Garage
7    DATS Fleet Replacement
8    Expanding the LRT System
9    Southwest Service Changes
10   Long Range Plans for LRT
11   ETS Community Fair
13   Stay Safe Around LRT - TraxSafe
   “I use the bus everyday to travel
    to and from work. It is the best
    transit service I have ever had
    for my daily commute.”
   Bob Boutilier
   General Manager Transportation Department




TO GET TO
THE OFFICE
  EVERY EMPLOYEE HAS A
UNIQUE AND IMPORTANT
ROLE TO PLAY IN MAKING
EDMONTON TRANSIT THE
      PREFERRED CHOICE
            FOR TRAVEL
              EVERY DAY




                 …
Our customers choose to use ETS for a variety of reasons - reasons
that are as unique as our customers. “The Every Day Way” is our
new marketing initiative that speaks to those very real, personal,
and individual reasons. Through this advertising initiative we hope
to better position public transit as the preferred choice of travel.

While this advertising campaign becomes the current ‘new look’
for Edmonton Transit, it is in clear support of our vision statement:
“To provide a fully integrated, easy-to-use public transit system that
supports economic development and improves the quality of life in
Edmonton.”

That vision remains at the core of our business: Realizing that
vision takes the daily efforts of more than 2000 Transit employees.
It takes planning, innovation, and attention to detail. It takes the
co-ordination and co-operation of various work units within ETS,
and a number of City departments and branches.

Seated behind the wheel of a bus, service vehicle, or computer
screen, each of our employees sees only a small portion of what
goes into a day in Edmonton Transit. Yet, each plays an integral
role in making Edmonton Transit the preferred choice for travel
every day. It’s important that you understand how your work and
the work of your colleagues comes together to fit the big picture.

Within these pages you’ll read about some of the projects and
initiatives underway within various areas of ETS. There’s a lot of
interesting and diverse work happening. Enjoy the read. And if
you want to know more, please let us know.




Charles Stolte
Manager Edmonton Transit System
  CUSTOMER SATISFACTION
  SURVEY RESULTS

  SECTION                     2007   2008

  Service Delivery            80%    87%

  Fleet & Facilities          88%    84%

  Safety & Security           76%    83%

  Operator Performance        88%    89%

  Overall Satisfaction        88%    92%




  DATS Overall Satisfaction   93%    95%




… TO GET TO
  THE PARK
2008
MAJOR ACCOMPLISHMENTS

•Highest ever service ridership
 66.1 million passenger trips

•Service increased by 69,692 hours

•Over 300% overall growth in the
 ETS@Work commuter program

•Launched Unrestricted Student Pass

•Received CUTA National Transit
 Corporate Recognition Award for 2008

•Implemented DATS Trapeze
 computer system (aka EDITH)

•Debut of the ETS Platinum Cruiser

•Hosted 2008 CUTA Conference

•Successful Centennial Celebration

•Completed expansion of DLM

•Launched “Green & Go” initiative
 with the Edmonton Eskimos




                                        5
  CENTENNIAL GARAGE

  With construction well underway, the new garage in southwest
  Edmonton is on target to be operational with the 2010 April
  sign-up. The garage is officially named the ETS Centennial Garage
  to commemorate Edmonton Transit's 100th anniversary of service.

  Centennial Garage will accommodate both bus storage and
  maintenance, and will house approximately 250 buses. ETS is very
  proud of the fact that the building will meet LEED silver certification
  level. The LEED (Leadership in Energy and Environmental Design)
  Green Building Rating System is an internationally accepted
  benchmark for the design, construction, and operation of high
  performance green buildings. Some of the elements that are
  making the LEED silver certification possible include:

  •Storm water management: Surface storm water runoff from
   Centennial Garage will be collected and used by the adjacent
   snow storage site and their snow melt treatment process.

  •Solar wall system to assist with building heating during sunny
   winter days.

  •Solar reflectance roofing system.

  •Use of regional materials: Projected that 20% of project
   construction materials will be local.

  •Landscaping: Using drought-resistant and/or local plant species.

  •Construction waste management: Diverting 75% of materials
   from landfill site by recycling & reuse of materials.

  •Site lighting reduction: Design calls for no spillage of light
   off the site property.

  •Reducing use of potable water by 20% with low flush fixtures,
   faucets and showerheads.




… TO GO GREEN
 DATS FLEET REPLACEMENT

 The replacement of the DATS fleet is proceeding as per the plan
 proposed in the 2008 DATS Fleet Study. Five units are scheduled
 to be replaced this year and tentatively in-service by the end of
 2009. No growth units are scheduled for purchase in 2009 as
 an acceptable spare-ratio was achieved with the 2008 additions.

 Key stakeholder groups, including DATS Operators, DATS users,
 Operations Technicians, and Service Coordinators, are involved
 in this project. DATS is gathering input from DATS Operators on
 issues/suggestions pertaining to vehicle matters, and
 consultations with
 DATS users and
 Operators took
 place in March.




                                                                               FACILITIES & INFRASTRUCTURE


“For Edmonton Transit, being green is
 built into every aspect of our operations.
 People automatically think about our
 fleet of buses which is being converted
 to clean diesel engines. But our facilities
 have green standards too. We’re very
 proud that the Centennial Garage will
 be a high performance building in all
 areas from design and construction
 through to operations and will meet
 LEED silver standards.”




                                                 John Sirovyak
                                                 Director Fleet & Facilities




                                                                                          7
  EXPANDING THE LRT SYSTEM

  Ensuring that Edmonton’s roads and transit system meet the
  needs of our growing population is the cornerstone of the City’s
  Transportation Master Plan. Expanding the LRT system is an
  important step toward providing residents a wider range of travel
  options and reducing the community and environmental impacts
  of expanding roads.




  All Aboard for South Campus
  The long-awaited South LRT expansion took a leap forward with
  the opening of McKernan/Belgravia and South Campus stations.
  The official ceremony took place on April 25, 2009, bringing
  dignitaries from all levels of government and the University of
  Alberta out for the occasion. The opening of these two stations
  marks the beginning of a new era in LRT, bringing service into
  residential communities.




… TO A QUICK
  COMMUTE
SOUTHWEST SERVICE CHANGES

The start of LRT service to South Campus meant the restructuring
of many bus routes in southwest Edmonton to connect into the LRT
system with South Campus. The South Campus LRT Station provides
quick and easy access to the University, downtown core and points
north. In keeping with the overall goal of having an efficient bus
service that feeds into an LRT framework, bus service that duplicates
LRT service was removed. The same strategy will apply when the LRT
extension to Century Park opens, as well as in all future expansions
of the system.




“One of Edmonton Transit’s goals is to
 link people and places in the most
 efficient manner possible. As the LRT
 system expands, bus routes will need to
 be restructured to integrate with the
 system as a whole and to better meet
 the demands of a growing population.”




                                                 Ken Koropeski
                                                 Director Service
                                                 Development




                                                                        9
  LONG RANGE PLANS FOR LRT

  The City’s long-range planning for LRT expansion involves a
  network of six legs which are in various stages of planning,
  design and construction.

  Concept Plans
  There are three concept planning studies (currently underway or
  due to start this year) to identify the corridors where future lines
  would operate. These include a line to west Edmonton, a line
  between downtown and Mill Woods Town Centre, and a line to
  north Edmonton and St. Albert. The Transportation Department will
  present corridor recommendations to City Council this fall. Building
  these lines is likely years away, but with corridors approved, land
  acquisition can begin.




                                       Century Park
                                       The final leg of the current
                                       south LRT extension project
                                       is scheduled to begin revenue
                                       service to Southgate and
                                       Century Park in 2010.




… TO GET TO
  THE BIG GAME
Design/Construction Projects
With concept plans approved, several projects are now in
the detailed engineering or construction phase.

NAIT extension – A final date has not been set, but work on
the NAIT extension has begun. The LRT tunnel under the new
EPCOR building at 101 Street and 105 Avenue is being built.
The project team is continuing its work to ensure that the
station integrates well into the adjacent communities.

Gorman extension – Funding for a one station extension
of the northeast line to Gorman was recently announced.
Engineering is underway and construction is scheduled to be
complete by 2011.

Heritage Valley – The concept plan for running the line
south of Century Park was approved last year and preliminary
design work is underway for the section to Ellerslie Road. The
City of Edmonton is also proposing a Park and Ride facility at
Ellerslie Road and 127 Street with completion to coincide with
the opening of Century Park LRT station. This proposal goes to
City Council in June.




                      “LRT is an efficient way to quickly
                       move large numbers of people.
                       By the time service extends to
                       Century Park, we anticipate that
                       ridership will be nearly double
                       that of 2008 figures.”
                       Dave Geake
                       Director LRT Operations




                                                                 11
  ETS COMMUNITY FAIR

  The opening ceremony for McKernan/Belgravia and South
  Campus stations was just the start to the day, as ETS hosted its
  first-ever Community Fair in celebration of the event. The free,
  day-long event replaced the Annual Community Conference of
  previous years and was open to the community. The Community
  Fair featured family-oriented activities, entertainment, ETS
  information and displays, and ETS facility and LRT construction
  tours. Of course, being among the first to ride the LRT into the
  new station was a highlight of the event. The University of
  Alberta, a key stakeholder in this portion of the south LRT
  expansion, was a sponsor of the event and had displays and
  information as well. The Community Fair was a huge success and
  the concept will be used again in 2010 to showcase the LRT
  extension to Southgate and Century Park.




… TO GET TO
  THE PARTY
STAY SAFE AROUND LRT

With LRT running through residential areas, a whole new set of
safety issues rose to the forefront. ETS Community Relations
developed the TraxSafe LRT safety orientation program highlighting
the need for pedestrians and motorists to pay attention to their own
safety in LRT zones. The program was delivered this spring to local
schools, organizations, and community residents in proximity to the
new south LRT line. The program will be rolled out next year to
communities along the next leg of the south LRT extension.




For more information on the program
visit takeETS.com/TraXSafe




                                                                       13
  ETS LAUNCHES AN
  AIR MILES® PILOT PROGRAM

  Edmonton Transit is very pleased to be working with
  AIR MILES on a pilot program that will provide Edmontonians
  the opportunity to redeem their accumulated reward miles
  for an ETS Adult Monthly Pass.

  The recently launched program was introduced by the
  Business Development section with the intention of
  strengthening positive customer perception, loyalty, and
  ultimately reinforcing the position of ETS as the ‘preferred
  choice of travel.’




  “Business Development is always looking for
   ways to increase ridership and revenue, while
   improving value and service for our
   customers. The search for those win-win
   situations involves creativity, business sense,
   and an understanding of our customers.
   I think the new AIR MILES program and the
   use of Smart cards will prove to be perfect
   examples of such success.”




… TO SAVE MONEY
             The process to redeem AIR MILES
             reward miles is quick, straightforward




                                                      BUSINESS PRACTICES
             and convenient: Customers simply
             follow the links from takeETS.com.
             AIR MILES will mail the pass directly
             to customers just prior to the month
THE EVERY    in which it becomes active.

DAY WAY TO   Customers will have the opportunity
RIDE WITH    to provide feedback on the pilot
             program via the online survey on
AIR MILES®   takeETS.com later this summer.




                              Patricia Waisman
                              Director Business
                              Development




                                                         15
  UPGRADING THE FARE
  DISTRIBUTION NETWORK
  Edmonton Transit has been experiencing above average industry
  growth in ridership throughout most of the past decade. One of the
  many challenges associated with trying to keep up with customer
  demand is ensuring that customers can conveniently purchase the
  fare product needed to ride the system.

  While recent years have seen numerous improvements in this area
  (including the introduction of the public online store, the U-Pass
  and ETS@Work fare programs, the streamlining of ordering
  processes for retail vendors, and the installation of Fare Vending
  Machines on the LRT system), a major focus for Edmonton Transit
  will be the opening of additional outlets in under-represented areas
  of the city. This includes southwest Edmonton, West Edmonton Mall
  and surrounding communities, and the downtown core.

  In addition, Edmonton Transit will work with existing outlets to
  ensure that they are carrying sufficient inventory to meet growing
  sales demand and shifts in purchasing patterns. ETS has contracts
  with over 180 retailers (not including schools). This number is
  expected to grow to over 200 by the end of the year.




… TO GET TO
  THE LECTURE
EVALUATING THE
U-PASS PROGRAM
The third and final year of the pilot U-Pass program will begin this
September. Implemented in the fall of 2007, the final phase will be
complete on April 30, 2010.

For the program to continue beyond April 2010, a full evaluation,
including terms for making the program permanent, must first be
approved by City Council, then by participating students.

Research was conducted among participating students in the fall of
2007 and 2008, and again in March of 2009. The data collected
will be reviewed to assess the level of success of the U-Pass
program, and will be used to support recommendations to City
Council regarding the program. The final report to Council is
scheduled for inclusion in the 2010 budget deliberations and will
be submitted in August.




                                                                       17
   FORECASTING DEMAND
   FOR DATS SERVICES
   Since its inception in 1975, the delivery of para-transit services by
   DATS has created strategic planning and financial challenges.
   The rapid growth experienced by the city, along with changes in
   demographics and social conditions, have made it necessary to
   undertake a comprehensive, long-term review of future demands
   and delivery approaches for DATS services.

   In accordance with the policy statements provided within the
   Transportation Master Plan, the delivery of DATS services must
   be reviewed as part of the bigger picture of ETS accessibility.
   This project involves forecasting the future demand for DATS
   services, researching innovative approaches undertaken by other
   para-transit service providers to manage demand (industry best
   practices), and assessing approaches to more fully integrate
   delivery with conventional bus and rail services. The terms of
   reference for this project are currently being prepared.




  “DATS trip numbers have increased by almost
   10 per cent in the last two years, an increase
   which has been accommodated within the
   existing budget. While we continue to adapt
   our processes to meet growing demands for
   our service in the most efficient manner
   possible, we are also looking at
   ways to integrate our riders into
   the regular
   ETS services which will soon be
   fully accessible with the
   retirement of the GMCs
   and trolleys in our fleet.”
  Lorna Stewart
  Director DATS Operations




… TO SAVE
  THE PLANET
ENVISO CERTIFICATION

In February 2009, an external auditor declared Edmonton Transit's
Environmental Management System (Enviso) to be ISO 14001:2004
Certified. By achieving registration we have fulfilled our initial
requirements for City of Edmonton Policy C505.

Enviso is used as a tool by Edmonton Transit to confirm our
commitment to the City of Edmonton Policy C512. We are currently
capturing information on our existing environmental programs,
creating new programs to improve the environment, developing
operating procedures to control our impact on the environment and
ensuring compliance with environmental laws.

ISO certification lasts for three years, but requires yearly surveillance
audits during that certification period. Maintenance of the system and
ISO 14001 certification is required as part of City of Edmonton Policy
C505. The Enviso system will require on-going maintenance and
external auditing unless there are changes to C505.




                                                                            19
  As the need for an integrated regional transit network increases,
  modernizing our fare collection system will become of paramount
  importance. That’s where the potential of smart card technology
  comes into the picture. A smart card can replace various passes
  and tickets with a single fare medium that can be used across the
  entire transit system, including other municipalities who are
  equipped with smart card validators. Ridership levels and changes
  can be monitored and specialized fare programs designed in order
  to encourage transit ridership.

  With the LRT system now fully equipped to accept the smart card,
  the ‘ETS Blue’ Smart Card Demonstration Project is well underway.
  While ETS has been partnering with the University of Alberta to
  allow University staff to access the LRT line using their staff
  identification card for some time now, the partnership is now
  being expanded to include
  the use of smart cards on
  the LRT which will help in     TESTING THE
  the testing and evaluation
  of equipment, back-end
                               SMART WAY TO
  infrastructure and logistics.TRAVEL ON ETS
  ETS has completed a business case that identifies the value
  of smart cards in reducing fare product costs, reducing fraud,
  simplifying bus boarding and make transit a more user-friendly,
  customer-focused experience. The real-time data produced by
  a smart card system is invaluable in planning improvements to
  service, as well as tracking the impact of any service changes.




… TO GET TO
  THE SHOW
                TECHNOLOGY
SMART CARD
DEMONSTRATION
PROJECT




                  21
  VIGIL VANGUARD
  TRAINING SYSTEM
  Ensuring that our operators are well-equipped to deal with the
  responsibility of driving our vehicles is of paramount importance.
  The ETS Training section welcomes any tool that can help advance
  this goal. Earlier this year, Edmonton Transit began using the Vigil
  Vanguard On-Road Operator Training and Evaluation System, a
  system designed to improve operator performance on the road.

  The Vigil Vanguard system provides unbiased feedback on an
  operator’s ability to manoeuvre the bus and provide customer-
  focused service. It accurately captures and documents unsafe
  driving habits, operator behaviours and interactions, provides
  objective feedback for each individual through the reports which
  outline driving events, and provides corrective advice on areas
  that need improvement. These reports are used to benchmark
  operators across the organization to “raise the bar” in driving
  performance standards.

  This new training system will allow ETS to:
  ŸEfficiently produce safe, confident operators
   Reduce
  Ÿ accidents and incidents by correcting risky driving habits,
   operator errors and behaviors
  ŸIncrease training productivity and effectiveness
   Lower
  Ÿ operating expenses (including training and maintenance)


  The benefits of the Vigil Vanguard system include:
  ŸReduced frequency and severity of losses
  ŸAutomated alerts to management about unsafe driving events
  ŸAutomated driver recommendations and follow-up actions
   Ability
  Ÿ for management to benchmark drivers and profile
   driving trends
  ŸImproved quality, consistency of driver performance evaluations
   Instant
  Ÿ access to driver performance history




… TO UNWIND
  AFTER WORK
“Edmonton Transit’s reputation
 as a safe, reliable mode of
 transportation is built on the
 professionalism of our operators.
 The skill of the operator behind
 the wheel directly affects the
 comfort level of our passengers.”
Wes Brodhead
Director Bus Operations




                                     23
   ETS CONTROL
   CENTRE UPGRADES
   ETS received funding from the Federal Transit-Secure Contribution
   Program for three projects designed to provide the foundation for
   enhanced anti-terrorism response capabilities. These projects are
   interdependent, and together, enhance the safety and security of
   the Edmonton Transit System and create efficiencies and improve
   effectiveness in the ETS Control Centre.

   Projects
   Command & Control Common Operational Picture
   Establishes a foundation for the next steps through the installation
   of a state of the art computer aided dispatch system. This system
   will allow the ETS Control Centre to track events and resources in
   an integrated fashion to safely respond to and mitigate an
   emergency incident. Furthermore, it will provide ETS with the
   foundational capability to share information and interoperate with
   other emergency stakeholders.

   Extending the Common Operational Picture to the Enterprise
   Allows us to track ETS security personnel in real time and provide
   them with mobile access to the incident data base. Security
   personnel will be equipped with mobile data terminals, Global
   Positioning Systems and Automatic Vehicle Locater Systems. ETS
   will gain a consequence management system for building and
   mobilizing pre-planned responses to specific events.

   Console Integration
   Integrates alarm and CCTV inputs into the dispatch console to
   enhance the ability to efficiently detect and respond to security
   incidents throughout the ETS network. Security personnel will have
   greater access to information, thus improving their ability to make
   quick and informed decisions during an emergency incident.




  “ETS Safety & Security is working 24/7/365 to
   ensure the safety of employees and customers.
   We leverage technology in an effort to ensure
   that our resources are deployed in the most
   efficient and effective manner possible.”




… TO COMMUTE
  WITH LESS STRESS
REPLACEMENT
RADIO SYSTEM
This year, the mobile and portable radio systems will be replaced in all
LRT trains, buses, and Safety/Security vehicles. Edmonton Police and
Fire Rescue Services already use this radio system. It boasts many
advantages, efficiencies, and security functions compared to the current
radio system. Replacement of the radios in our fleet will begin this fall
after the required upgrade to the base system is complete.

New Radio System Features
Multiple talk groups (channels)
All radios tuned to the same talk group can communicate with each
other without interfering with other talk groups.

Request to Talk (RTT) function
All calls enter a queue. Control responds in first-come, first-serve order.

One-on-one talk capability
Control responds to calls in queue on an individual basis.

Bus emergency security functions
Activating the radio system emergency function automatically initiates a
series of security features including placement of an emergency call to
Control and activation of the microphone so Control can hear what is
taking place on the bus.




                                                   Ron Gabruck
                                                   Director
                                                   Safety & Security




                                                                              25
TRANSIT ON
GOOGLE MAPS
On February 18, 2009, Transit on Google Maps was
launched for Edmonton Transit. The successful launch of this
new service option was the culmination of a collaborative
effort between ETS staff, the City's Information Technology
Branch, and Google.

Google’s trip planning feature is an enhancement to the
existing means of providing information to Edmonton Transit
riders. It operates using the same scheduling data used by the
ETS Trip Planner, but presents it in the traditional Google
format that is familiar to so many people – a great advantage
for visitors to our city! Trip plan results include a Google map
showing the transit trip, departure times, bus stop locations,
transfer information, and walking route details. It's easy to
email the Google transit trip plan too.

Transit on Google Maps is available on mobile devices (such
as iPhone, Blackberry, and Windows Mobile) putting trip
planning in the palm of your hand. Google Maps supports
multiple languages, so it’s convenient for international users.




           “Connecting our customers to current,
            accurate ETS information is an
            ongoing process that is made all the
            more interesting by the rapidly
            changing face of technology. Today,
            it’s Transit info at your fingertips with
            Transit on Google Maps. Tomorrow…”
             Dennis Nowicki
             Director Community Relations
TRANSPORTATION DEPARTMENT
VALUES & OPERATING PRINCIPLES


Values
Our values relate to management style & attitude.
•Customer Satisfaction
•Honest Communications
•Effective Leadership
•Innovative Management
•Continuous Improvement
•Total Teamwork
•Flexibility
•Technical Expertise


Operating Principles
Our operating principles provide specific
structure & expectations for operations.
•Measurable Performance & Outcomes
•Prominence of Safety
•Decisions Based on Business Rationale
•Clear Lines of Responsibility & Authority
•Practical Organizational Structure
•Two-Way Communications
•Resources to Support Operations
•Defined Policies, Procedures & Processes
•Employee Training & Development
•Strategic & Tactical Planning
•Program & Work Scheduling
•Adherence to Budget




TO AVOID PARKING HASSLES
TO SAVE MONEY
TO GO GREEN WITH A NEW ROUTINE
TO UNWIND DURING RUSH HOUR

WHAT’S YOUR
EVERY DAY WAY?