Ever had a question about OC Transpo?
Ever posted that question on social media & received a response?
If this sounds like you, that means that you’ve likely already been in contact with one of OC Transpo’s Customer Communications Officers (CCO)! CCOs are here day and night to connect customers with the info they need, in real time.
The Next Stop Blog had a chance to chat with ^AA, as she is known online, regarding her role at OC Transpo. Perhaps you’ve heard from her before?
Keyed in
^AA is considered part of the CCO Night Crew, providing support after sundown just like the iconic OC Owl!
At 5:00 pm⏰, she arrives at the Transit Operations Control Centre (TOCC), known as the “multi-modal nerve centre of OC Transpo operations”.
You may recall, we’ve stopped by here before — check out The Next Stop Blog post: Behind the scenes of OttaTalk’s episode on the TOCC !
In the Control Centre, ^AA works alongside the:
- Superintendents
- Communications Coordinator
- Transit Supervisors
- Special Constable Unit Communications Officers
- Rail Controllers for Lines 124
Want a closer look at how these roles support service? Explore:
Her priority is to gather details on any matters that may impact transit service, such as bus detours, train service issues, stormy weather conditions or other changes to customer trips that would require communication to the public.
When a public notification, also known as an “alert”, is needed, ^AA either works from templated messages or creates unique posts on the fly! In the case of a bus detour caused by a road closure, ^AA consults the Travel Planner to identify any missed stops and compiles a list of alternate stops available to customers.
This information, like all service-related alerts, is then published on this website, X and Bluesky accounts so customers can plan their trips accordingly:
All alerts are published in the Transit app, and major alerts are also displayed on transit information screens at stations across the city. If you subscribe to alerts by email or phone, you’ll also be notified. Once the service issue is resolved, ^AA will remove the alert from the Alerts page and update social media as well.
We read you loud and clear
Throughout her shift, ^AA is also in constant contact with her fellow CCOs. This evening, ^AJ is on shift too! He works behind the screens to review, respond and react to customer comments about transit services.
When a matter requires attention, CCOs ensure that key details are sent along to fellow staff and subject matter experts for review and response. If there is a question, they work hard to get an answer!
Members of the CCO Team are also tasked with replying to feedback received through other channels, including emails from residents and elected officials. During the day, ^AG and ^AO research, draft and send responses on a variety of topics, ranging from late buses to riding with pets.
Over & out
Before ending their night at around 1 am, ^AA and ^AJ will complete a detailed summary for ^LM and ^JC who will be starting their shifts a few hours later.
All in all, CCOs work day and night to keep customers connected. Whether it’s providing As to your Qs, or updating riders on the status of service, just know someone like ^AA is plugged in.
You can continue to follow the CCOs along here: X, Bluesky, Facebook, Instagram.
Next time you see a response from ^AA or any of her CCO colleagues, we hope you’ll give them a “like”!
Note from ^AA
No matter where you are travelling to and from, we hope you enjoy the ride.
^AA
CCO facts
A quick look at how CCOs keep customers connected across platforms.
Verified
All comments are reviewed
Even when CCOs don’t reply directly, comments received are reviewed internally.
Code name
Code names
All CCOs use code names to help ensure they can be identified online.
Tracking
Tracking transparency
CCOs help inform residents when KPIs are available. Reports are made public monthly.
Hours
Small but mighty
The CCO team has about 10 members. Coverage hours vary by day, starting as early as 4 am and running as late as 2 am.
Fun fact
All aboard
^AA admits raccoons are a favourite among the CCOs. Whether caught on CCTV or mentioned online, they always add a bit of excitement.
Social
Check it out
CCOs also help post and promote OC Transpo content across social media platforms — including service changes and the Next Stop Blog.
Coverage
Level 6
Currently CCOs monitor a total of six social media platforms. They include: X, Bluesky, YouTube, Facebook, Instagram, LinkedIn.
Collaboration
One city, one team
CCOs work closely with 3-1-1 Services and other departments within the City of Ottawa, including OC Transpo’s Web Team , Facilities Maintenance and Customer Service Department, to support residents.
