Para Transpo information session and workshop: presentation

Today’s Agenda

  1. Welcome and Introductions
  2. Overview and Future Steps
  3. Para Transpo Initiatives Update
  4. Online Booking Workshop

Para Transpo Improvements

  • Commitment made by City to make improvements to Para Transpo service
  • Improvements are based on feedback from 2015 consultations and 2016 Council direction
  • Improvements focus on:
    • Standardizing and modernizing practices
    • Improving service efficiency
    • Introducing ParaPay
    • Increasing number of trips
    • Reducing call wait times
    • Expanding eligibility
    • Complying with AODA requirements

Para Transpo Initiatives Update


  1. New criteria for persons with developmental / mental health disabilities
  2. New conditional categories

Eligibility: New criteria

  • No barriers to persons with developmental / mental health disabilities
  • Many already qualified under other criteria
  • Criteria expanded in April 2017
  • No significant increase in customers

Eligibility: Conditional

  • Previously “winter only”
  • Conditional eligibility now includes:
    • Seasonal (not just winter, includes extreme heat and more)
    • Physical barriers
    • Variable health
    • Special events only

Applications: New Service Provider


  • Lifemark Health Services hired to assess all new applications
  • Lifemark will process and administer all three-year renewals
  • New appeal process will be implemented

Applications: New

Lifemark Health Services was the winning contractor:

  • Over 20 years experience in assessments
  • Transition of application administration underway
  • New intake, assessment and approvals will begin by February 2018

Applications: Renewal

  • All customers will be required to renew information every 3 years
  • Process will be staged and customers will be receiving renewal applications over the next 3 years
  • Lifemark will review renewal applications for consistency with new applications
  • Lifemark will contact clients for further review as required

Applications: Appeal

Formal appeal process will be implemented.

  • Appeal process will be simple and include a 3-person panel for escalated reviews
  • Panel will include 2 representatives from the Transportation and Health Departments and a Para Transpo customer
  • Panel member recruitment will begin shortly
  • Case summaries provided by Lifemark


  • ParaPay
  • Presto on Para Transpo
  • Overdraft and Account Management

Fares: ParaPay

  • Now available for all Para Transpo customers
  • Online, phone and in-person options available
  • In-person available at OC Transpo Customer Service Centres
  • AutoRenew and AutoLoad will be offered in next phase and expected in 2018

Fares: Presto on Para

  • Customers will be able to provide OC Transpo with Presto card number and a signed agreement to allow pass verification
  • Monthly pass must be loaded on a Presto card no later than 3 business days before end of the month
  • Customers will only be required to present Presto card on boarding as they would on conventional, but no recording of information is required
  • Regular payment methods still apply for Presto cards without a monthly pass

Fares: Overdraft & Account Management

  • All customers are responsible for paying for services used
  • Customers who do not pay for a trip will be issued a No Fare Slip
  • Requests for clearing outstanding balances will be made at time of booking
  • Warnings will be sent when customer has a balance owing greater than $25
  • Customers with outstanding balances will face suspension of services at certain levels


  • Automated cancellation phone system
  • New Cancellation Policy and Account Management

Cancellations: Automated Option

  • All customers are encouraged to use the interactive phone system to confirm or cancel a current day’s booking (prior to trip times)
  • Information available on or in printed form. Requests can be made through a Customer Service Representative

Cancellations: New Policy

  • New policy is for all bookings – subscription and demand (daily)
  • A late cancellation is now less than 3 hours prior to trip time
  • Points are assigned for cancellations
  • 1 point for late cancellation
  • 2 points for no-show or cancel at door
  • Warnings issued at certain point levels
  • 3-, 7- or 28-day suspension of services occurs when defined point levels are reached

Cancellations: Account Management

  • Account management will begin when customers are approaching suspension levels
  • As customers accumulate points, a letter will be issued or customer will be called
  • 3-, 7- or 28-day suspensions can occur at defined point levels

Online Booking

  • 2015 consultations indicated various preferences and views on advance booking and the ability to book trips online
  • Transit industry comparator research is underway to see if other para transit providers of comparable size have implemented online booking with the same technical system used by OC Transpo
  • Online booking is another option to complement the existing phone method
    • Will require significant IT programming changes
    • Could follow the implementation of current Para Transpo projects directed by Commission and Council in 2016

Question 1

  • With online booking, there likely will be advance booking, meaning more than one day in advance
  • What number of days works best? 3 days? 7 days? 14 days?
  • How many non-subscription advance bookings should a customer be allowed?

Question 2

Booking Reminders

  • a) If booking is further than 1 day in advance, will a reminder be required?
  • b) If yes, what type of reminders would work best for you?
    • Automated phone message
    • E-mail
    • Other? (please specify)

Question 3

  • Para Transpo has a diverse customer base, and many of them are not able to use a computerized system
  • Barriers could include:
    • Lack of computer skills
    • Cognitive skills
    • Financial barriers (no computer, no internet, no cell phone)
  • Can you identify other barriers people may face if an online system were introduced?

Question 4

  • How do you recommend overcoming these barriers?
  • Options could include:
    • Allowing phone booking to start 2 hours prior to online booking
    • Creating a phone IVR booking system (will only book to certain select addresses)
    • Can you recommend any other ways to overcome these barriers?

Upcoming Consultation: Emergency and Protective Services

  • How new accessibility fees, paid by Uber and other PTCs, can be used to offset costs for a number of programs supporting accessible transportation
  • Various sessions on January 30 and February 16, 2018
  • If interested, please see registration desk as you leave for more information

Let OC Know

If you feel threatened let OC Transpo know by calling Transecure or submitting an anonymous online report.

Let OC Know: Find out more

How Will I Transfer?

Fare-paid zone at the major connection stations - Hurdman, Blair, Tunney’s Pasture and Bayview - will let transferring customers bypass the fare gate.

How Will I Transfer?: Find out more
People getting on a bus with a suspicious person lurking in the background

See something? Say something!

Help keep our transit system safe and secure.

If something looks suspicious, let us know or call 613-741-2478

E-mail this page