Jasper Municipal Council approved a service standards policy for transit during the May 7 regular meeting.
The policy covers key areas such as service warrants, service quality and performance, service productivity and transparency.
The policy specifies that the on-time performance target for all regular fixed route services will be 85 per cent.
“On-time performance” means service provided within 0-5 minutes (never early) of the scheduled time, measured as a percentage of on-time trips delivered over total trips scheduled using GPS data.
The reliability target for all regular fixed route services – meaning the actual number versus the planned vehicle of vehicle hours available for customer transport – will be 98 per cent.
As well, delivery of student service routes shall align with the operational polices of Grande Yellowhead School Division.
Coun. Helen Kelleher-Empey asked if there should be a clause saying transit may not run if there is extreme cold.
“We have a lot of vulnerable people out there, and the new [transit] app is very accurate, but what happens if somebody’s phone dies or the bus breaks down and is not coming? We don’t want people standing out there at -30 C.”
CAO Bill Given said such an amendment should be more definitive instead of saying “may not” as it would provide clear operating guidance.
Coun. Wendy Hall noted that Roam Transit in the Banff area had a service delay policy that just says buses may be delayed without notice.
“I would not want to say at -40 C that we shut things down. This is the most important time to have transit when it’s cold and the buses can run.”
Mayor Richard Ireland suggested that the policy have a notice provision instead that requires notice be given prior to the service shutting down.
Coun. Scott Wilson noted that more essential services such as water and electricity often experience interruptions without notice.
“I think the public should expect some type of disruption on exceptional weather days. I’m comfortable [with] the way the wording is.”
Council ultimately decided to amend the policy to include a point under the transparency section that administration shall maintain a communications plan to provide real-time information related to service disruptions.
The policy also states that prior to establishing new routes outside the townsite at the request of a third party, the municipality will require a two-year external funding commitment equal to 90 per cent of the forecasted operating cost.
This is meant to ensure the municipality establishes a solid financial commitment from stakeholders before launching new services.
In addition, the municipality will measure the performance of individual routes and the overall system based on passenger boardings as well as revenue and subsidy levels.
Finally, to support public transparency, the municipality will have quarterly and annual reporting, regular ridership surveys, a customer feedback system and a system to provide live vehicle location information.
