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Performance measures

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Performance measures fall into four categories: safety, ridership, customer service, and service reliability. These categories, and the specific measures, have been selected to portray the many aspects of transit service that customers experience. On this page, monthly scorecards for ridership, customer service, and service reliability are presented.

In addition to monthly scorecards, OC Transpo also presents a performance report to the City of Ottawa’s Transit Commission twice per year. These bi-annual reports include performance measures related to safety.

Bus and O-Train ridership

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Definition: This measure represents the number of customer trips from origin to final destination (also called “total linked trips”) on bus and O-Train across the OC Transpo network.

Para Transpo ridership

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Definition: This measure represents the number of customer trips completed by Para Transpo.

Total customer interactions with Customer Service Representatives

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Definition: This measure represents the number of interactions that customers have had with Customer Service Representatives. Customers can interact with OC Transpo through a variety of channels, including calls, voicemails, written and non-written comments, visits to OC Transpo Customer Service Centres, video chat at ticket machines, and Para Transpo bookings.

Average time to answer inquiries

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Definition: The average time customers waited on the telephone before reaching a Customer Service Representative.

Overall service availability

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Definition: Service availability is the percentage of scheduled hours of bus and O-Train service that were delivered.

Excess wait time - Bus

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Definition: Excess wait time is the difference between the actual wait time customers experienced at bus stops and stations and the scheduled wait time (the amount of time customers would expect to wait if service operated perfectly on schedule). Excess wait time is measured at major stops for all bus and O-Train service where it is operating every 15 minutes or more frequently. Major stops include O-Train and Transitway stations, major connection points, timepoints and destinations.

Excess wait time - O-Train

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Definition: Excess wait time is the difference between the actual wait time customers experienced at bus stops, Transitway Stations and O-Train stations and the scheduled wait time (the amount of time customers would expect to wait if service operated perfectly on schedule). Excess wait time is measured at major stops for all bus and O-Train service where it is operating every 15 minutes or more frequently.

On-time performance for bus routes operating every 16+ minutes

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Definition: On-time performance is a measure of the percentage of trips leaving major stops no more than 1 minute before and no more than 5 minutes after the scheduled time. It is measured where routes operate every 16 minutes or less frequently. Major stops include O-Train and Transitway stations, major connection points, timepoints and destinations. Early arrivals at terminus stations (final stops, where all customers disembark) and at off-only stops (for Connexion routes which have finished picking up customers and are only dropping off) are considered on-time, as these early arrivals are not negatively perceived by customers. New on-time performance measures were adopted by OC Transpo in 2020. As a result, statistics for previous years are not available using the current methodology.

On-time performance – Para Transpo

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Definition: When booking Para Transpo trips, customers are given a 30-minute window within which their minibus or taxi is scheduled to arrive. Para Transpo on-time performance is defined as the percentage of trips meeting this criterion.

Elevator availability

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Definition: Elevator availability is measured as the percentage of time that an elevator is available for service. Because many stations have a second elevator which serves as a backup, if one elevator is out of service while redundant elevators remain in service and maintain access to all platforms, the station is considered accessible and availability is considered 100 percent. In stations with only one elevator, any time an elevator is out of service will detract from total elevator availability.