By Cecilia Nasmith
Cobourg council has voted at Monday's committee-of-the-whole meeting to go all-on-demand for its transit system, following what they consider a successful trial year.
Director of Engineering Laurie Wills acknowledged bumps along the way, but said they had done everything they could to smooth them out.
A change was necessary, Wills said – ridership was not growing while costs were. The new pilot had three goals – increase ridership, expand service areas and provide a positive rider experience.
Those who rated the new service, on average, gave it a 4.74 out of five, and 39% of rides were to new service areas. As for increased ridership, the effects of the pandemic continue to be felt – though, as of March 25, numbers are starting to increase “quite significantly.”
Of continuing concern is what is termed “failed services,” rides requested that could not be offered for whatever reason (such as a bus being out of service). Wills suspects more vehicles (or at least more capacity) maybe necessary though – for fiscal solvency – a “certain percentage” of failed services must be tolerated.
Wills also spoke of complaints from riders who do not have smart phones and computers – they may be able to book rides to a destination, but cannot book return rides from a destination. She is encouraging these people to get into the habit of booking return rides at the same time they book their destination rides.
And, she added, the recent survey turned up 16 people who are just not willing to try the new system.
Deputy Mayor Suzanne Seguin had said that some of the problem was due to a lack of drivers. This is a COVID thing, Wills said, with backed-up demand for license renewals. It shouldn't be an on-going long-term problem.
Wills discussed the various vehicle sizes and their advantages as potential purchases for the system, and set out three options – go completely on-demand, go back to scheduled buses or try a hybrid model that would include one fixed-route bus in service.
Further savings were suggested by reducing hours of operation by one hour – to have daily service end at 9 p.m. instead of 10 p.m. - and reduce the hours the call centre is operating.
Councillor Brian Darling's motion – which passed – called for an on-demand service entirely, the two cost-reducing measures suggested (which would save $20,000 and $29,000 respectively) and the purchase of two small Arboc eight-metre vehicles for a total of $320,000. Thanks to Federal and provincial funding in place, the municipality must only pay $85,344 for the vehicles, or about 26.67%.
Councillor Adam Bureau was concerned about people who are having difficulty with the new system. Wills said these people have had a year to learn the ropes, and extending trial-period set-up would not likely make a difference. And the 16 people who are unwilling to try it are not likely to change their minds.
“The minority is very small that don't like it. It's not that we couldn't extend it for six months, but I'm not sure we would see much different results,” Wills said.
She expressed confidence that people will learn to work this particular system.
“I am sure people will be frustrated, but they will learn to book during regular hours if they can't use the app or the website.”
As for those who have experienced allowable fails, Councillor Brian Darling counts himself among them. He learned to book a day ahead, and compared it to a conventional transit system where the bus arrives at a stop during rush hour. If it's already packed, the driver shouts out that it's full and drives on.
It's a fine balance, Wills allowed. They can't afford enough vehicles and drivers to guarantee everyone the rides they want, but they don't want so many fails that people abandon the system.
Councillor Nicole Beatty made an amendment to strike the proposed reduction in call-centre hours, saying people still need that support after 5 p.m.
Councillor Emily Chorley urged council not to disregard that part of the population who do not have cell phones. It's an issue that has come up at the town's Equity, Diversity and Inclusion Advisory Committee, she said.
“We have to be careful we aren't building any socioeconomic bias into the system,” Chorley warned.
She also stuck up for the right to order a ride spontaneously, even if it is after 5 p.m.
Other councillors felt they would be more comfortable looking at post-5 p.m. call volumes to get an idea of this need, so Beatty agreed to withdraw her amendment – with fair warning that she expects to introduce it again next week because she feels strongly that this support is needed regardless.
Wills pledged to look into any possible arrangements – subcontracting call-centre work, for example, or negotiating rates – that might allow savings without reducing hours.
