BACKGROUNDER
September 30, 2004

Contact:
David Szwarc
Commissioner of Social Services
Region of Peel
905-791-7800, ext. 4939

Information Related to Brampton Guardian Letters

On September 9th, Peel Regional Council approved policies to address the financial and service effects of late TransHelp ride cancellations and passenger no-shows which cost the system $492,000 a year in unnecessary trips. The policies were endorsed by the Region of Peel Social Services and Planning departments and by the TransHelp Advisory Committee.

Council directed staff to implement the policy change on November 1, 2004, where any passenger who ‑within a one-month period‑ incurs six late cancellations within 15 minutes of their pick-up time or who does not show-up when the bus arrives to pick them up will be charged a $20 penalty fee. Passengers who have incurred this fee cannot use TransHelp services until the charge has been paid.

It is important to note that the policy states the charge will not be applied for the first six cancellations/no shows within a one-month period or anytime the cancellation or no-show is beyond the control of the passenger. TransHelp service will provide 220,000 trips for persons with disabilities in 2004. This new policy is an attempt to use the funds available for service more efficiently and there was never any intent or discussion of ‘abuse’ of the system.

Peel Regional Council is fortunate to receive the support and advice of the TransHelp Advisory Committee chaired by Mr Glenn Barnes who has been an outstanding advocate for TransHelp riders and people who cannot use conventional public transit. The Guardian recently published a letter from Mr Barnes about TransHelp. The following background is intended to provide additional information that may alleviate concerns and maintain public confidence in this important service to Peel residents with disabilities.

Passenger loads

• 72% of all bus trips have two or more passengers; 49% have three or more. There are occasions when we schedule only one passenger and that is usually because there is no-one else requesting to go to that destination at that time.

Route convergence

• Buses travelling on different routes do drop off passengers at the same location at the same time. Occasionally buses on separate routes can converge on the same location to pick up two passengers travelling to the same location. What must be kept in perspective is that the buses are on the road for hours at a time picking up and dropping off passengers at various locations on individually determined routes, and at some points those routes may coincide. Buses are not dispatched from the terminus for a series of single, uncoordinated trips. Unlike conventional transit, which travels on fixed routes with or without passengers, TransHelp is dispatched only when a trip is specifically requested. It is an individualized door-to-door service.

Computerized route planning

• The computer software that staff uses to support the scheduling of trips was upgraded in September of this year. The previous upgrade was June 2003. The maps in the system were updated in April 2004. The previous update to the maps occurred in February 2002. Housing in the region of Peel has been growing at a rate of approximately 12,000 new homes each year. During the periods between map updates on the computer, we supplement our scheduling with up-to-date manual maps, geo-coding the information into the system until the next overall system upgrade. TransHelp drivers have never picked up, or dropped off passengers in a field.

Advance ride booking

• In recent years demand has outpaced capacity and we have had waiting periods for both eligibility assessments and rides. At present we are conducting assessments of new riders every two weeks. Currently rides can be booked for the next day, although we do suggest that they be booked up to two weeks in advance if possible.

Service level and expenditure reporting

• In a subsequent letter to the paper a concern about expenditure reporting was raised. Regional Council approves a budget for TransHelp each year along with a target for the trips to be provided. Staff report formally to Council three times a year, and during the annual budget process, on any variances between actual expenditures and service levels and those budgeted.

Commitment to TransHelp

• Regional Council has demonstrated continuing support for TransHelp and the people it serves. Since 2000, Peel Regional Council has increased its commitment to TransHelp by $2.5 million to fund a 20% increase in the actual number of trips provided.

Continuous improvement

• There is always room to improve any service including TransHelp. As Commissioner of Social Services, I do receive concerns about the timing and scheduling of rides. While I cannot fault the dedication of the staff that delivers the service, I do recognize that we must look for opportunities to improve the system in which they work.
  
• The Region of Peel has scheduled a comprehensive review of all of TransHelp’s business processes over the next few months and that review will seek input from the TransHelp passengers and staff and involve the Advisory Committee that Mr Barnes chairs. I look forward to their involvement in our continuing efforts to improve the TransHelp system in Peel.
  
• Any passengers who have comments, questions or concerns about their rides should call 905-791-1015.

Revised: Monday April 20 2009

www.peelregion.ca