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Ready for Rail Campaign FAQs

Q1. What is Ready for Rail?

A1. Ready for Rail is a comprehensive communication, marketing, information and education campaign that will provide OC Transpo customers with the information they need for their new journey on the O-Train Confederation Line in 2018.

Q2. Why is this campaign needed?

A2. The City introduced this dedicated campaign to help residents of Ottawa transition smoothly from using a bus-focused system to using a multimodal transit service, following the opening of the O-Train Confederation Line. We want to be sure that all transit customers are made aware ahead of 2018 of how their transit experiences will change, and ensure that they are familiar with features related to the new Light Rail Transit (LRT) system.

Q3. When will Ready for Rail launch?

A3. The Ready for Rail campaign launched following the Transit Commission meeting on April 19th, 2017.

Q4. What are the main communication topics of the campaign?

A4. The campaign is focused around ten key communication topics:

  • Frequency of service: Provide customers with information about train frequency and ease of transfer on both ends of their journey;
  • Train capacity and doors: Provide customers with information about train passenger capacity and the design of the train;
  • Routes and stations: Provide customers with information about the 13 OTrain Confederation Line Stations, major transfer points, and full route alignment;
  • Automated fare gates: Provide customers with information they need to use the fare gates with ease;
  • Ticket machines with customer help points: Provide customers with the information they need to use the new ticket machines to buy individual fares or load their smartcards;
  • Fare-paid zones for transaction-free connections: Educate customers about fare-paid zones to facilitate transfers between different transit modes;
  • Bus, cycling, walking and riding connections to stations: Provide customers with information to get to and from stations by various means of transportation;
  • Accessibility features: Educate customers about the numerous accessibility features in each station and onboard the train;
  • Safety and security features: Educate customers about the numerous safety and security features in each station and onboard the train, including monitored cameras; and,
  • Ready for rail online travel planner: Inform and educate customers about the new online travel planner to help plan their route as easy as possible.

Q5. How did you choose the communications topics for Ready for Rail?

A5. In 2014 and 2015, the City of Ottawa undertook a study of the customer journey experience, called the 2018 Multi-Modal Customer Journey project, to learn about how customers travel, and what customers identify as their “love points” and “challenges” when travelling. The top “love points” and “challenges” identified by participants make up the key readiness communications topics of Ready for Rail, including transfers, safety, accessibility, and system efficiency.

Q6. How will Ready for Rail help “ready” customers for the opening of the O-Train Confederation Line?

A6. The Ready for Rail campaign will use a variety of communications channels and formats to provide key facts and simple “how-to” demonstrations about the new customer journey and new system experience, such as using fare gates and transferring. This simplified, user-friendly approach will help customers easily understand how to navigate the new system and where to go for further information in the lead-up to the opening of the O-Train Confederation Line

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