Spruce Grove’s Switch to On Demand Transit a Major Success Story

Spruce Grove’s Switch to On Demand Transit a Major Success Story

Jul 13, 2022 | News, On Demand

It’s no secret that bedroom communities of large urban centres face multiple challenges in providing citizens with reliable and convenient public transportation. Spruce Grove, Alberta is a rapidly growing community of 38,000 located just 11 kilometres west of Edmonton. Officials found it exceedingly difficult to fund a local transit service that offered both robust mobility within the city and the ability to get riders to and from Edmonton efficiently.

The Growing City Needed a Reliable Transit System

Spruce Grove launched a traditional local transit service in 2019, but the route couldn’t offer riders bus stops within a reasonable walking distance of many of the city’s rapidly developing neighbourhoods. This is a community that has grown from 33,640 people in 2016 to 37,645 in 2021, so it desperately needed another transit solution. They found it with the help of Pacific Western Transportation.

The city converted the fixed-route local service to on demand on May 3, 2021, and it never looked back. After the switch, Spruce Grove Transit has seen tremendous growth in ridership, shared rides and customer satisfaction.

  • Ridership has increased at an average rate of 15.7% per month for the past 12 months.
  • Shared rides have increased from approximately 15% at the start of the service to over 42% at present, regularly exceeding 50% on busier days.
  • Usage patterns show that the switch to on demand was both warranted and desirable for customers at a variety of times – even during off-peak hours.
  • Customer satisfaction has remained consistently high, with an average ride rating of 4.93 out of five for the over 11,000 total trips delivered.
  • In June 2022, Spruce Grove’s on demand transit service delivered an impressive 97.8% on-time performance and an average time spent in-bus of 8.6 minutes.

The Community of Spruce Grove has Fully Embraced the Switch to On Demand Transit

The numbers don’t lie. Spruce Grove’s on demand transit service continues to grow steadily after more than a full year of operating. In May 2021, just 220 riders used the service, but just one year later, that number expanded to a whopping 1,282. June 2022 featured another big increase, as 1,469 riders took advantage of the groundbreaking transportation service.

The city’s on demand transit system uses technology owned by Pacific Western Transportation and a mobile app called Pick-Up On-Demand – powered by RideCo. Customers can book trips in advance and on demand using the mobile app, a web portal and over the phone.

Pacific Western Transportation makes transitioning from a fixed-route local service to demand-based incredibly easy. PWT provides all call-taking and reservation services for the system using its Calgary-based call centre to minimize the expense associated with dial-in trip bookings.

The community of Spruce Grove made the switch just over a year ago, and with the help of Pacific Western Transportation, the On Demand transit service has been a major success story – with incredible growth in ridership and excellent customer satisfaction.

Ridership Statistics:

Service Stats After One Year of Operations

Rides completed in the first month of operations (May 2021)

 

v.s

Rides completed after 12 months of operations (May 2022)

%

These numbers reflect a 483% increase in ridership from start of project to present.

Growth Statistics:

Ridership Growth

Ridership has increased at an average rate of 15.7% per month for the past 12 months. Shared rides have increased from approximately 15% at the start of the service to over 42% at present, regularly exceeding 50% on busier days.

On-Time Performance

In June 2022, Spruce Grove’s on demand transit service delivered an impressive 97.8% on-time performance and an average time spent in-bus of 8.6 minutes.

Customer Satisfaction

Customer satisfaction has remained consistently high, with an average ride rating of 4.93 out of five for the over 11,000 total trips delivered.

Connect with us to see how we can implement an on-demand transportation solution for your community or municipality:

Student Transportation Expands Canadian Operations Through Major Acquisition

Student Transportation Expands Canadian Operations Through Major Acquisition

Jun 17, 2022 | News, PWT/STA

Wall, N.J./Calgary, AB (June 16, 2022) — Student Transportation of America/Student Transportation of Canada (STA/STC), North America’s third-largest provider of school bus transportation services, is pleased to announce it has completed its acquisition of Pacific Western Transportation (PWT), the largest privately-owned transportation company in Canada. The acquisition will add more than 5,000 employees to the STA/STC family of companies and 4,100 vehicles to the STA/STC fleet, including 950 alternative fuels and electric buses.

STA/STC’s controlling shareholder, global investment group CDPQ, and its minority shareholder Ullico, both reinvested in the company to support its growth through acquisition strategy.

“The merger with Pacific Western is a great day for STA/STC and for Pacific Western. The two organizations could not be better suited for each other, with our mutual devotion to safety and reliability. This will be a seamless transition as we are bringing together two great organizations. We have the utmost respect for Pacific Western’s leadership team, and their experienced team of drivers will be a perfect addition to our operations,” said Patrick Vaughan, Chief Executive Officer of STA. “Both companies share nearly identical values and cultures, and we are all dedicated to safe transportation and to our people. Together, we know we can enhance and expand our long-term commitment to our customers in Canada. We are excited for our future together.”

Pacific Western provides school bus, employee, transit and coach transportation services to customers throughout British Columbia, Alberta, Saskatchewan, Ontario, Nova Scotia and Yukon. Under the acquisition agreement, Tom Jezersek, current President and Chief Operating Officer for Pacific Western will continue to lead PWT and its current management and staff following the merger.

“For decades, the hardworking team at Pacific Western Transportation has put our customers first. We’ve prioritized safety, ensured reliable services, and forged strong relationships with customers and communities. Now, we are pleased to reach an agreement with STA/STC, a like-minded company devoted to safety and service, that shares our same goals and vision for the company,” said Michael Colborne, Chairman and Chief Executive Officer of Pacific Western Transportation. “STA/STC is very much a family business like ours. Its service, performance history, company stability, and commitment to sustainability were all positive factors that weighed into our decision. We are confident STA/STC will uphold our values, expand advancement opportunities, and position the merged companies for continued growth.”

“As Student Transportation’s majority shareholder, CDPQ is thrilled to support the company as it pursues its growth strategy. The acquisition of Pacific Western will combine the expertise of two of Canada’s leading players and provide an opportunity to further accelerate the electrification of their fleets, for the benefit of school children and local communities served by Pacific Western and STA/STC across the country,” said Emmanuel Jaclot, Executive Vice-President and Head of Infrastructure at CDPQ.

Transportation services by Pacific Western include those provided under Century Transportation, Cold Lake Bus Lines, Diversified Transportation BC, McCluskey Transportation, Montgomery Bus Lines, On-It Regional Transit, Prairie Bus Lines, SOUTHLAND Transportation, Red Arrow Motorcoach, Ebus, Diversified Transportation, PWTransit Canada, and Standard Bus Contracting BC & YK brands. All operations will continue without disruption.

###

About Student Transportation of America
Founded in 1997, Student Transportation of America (STA) is an industry leader in school transportation, safety and fleet services. STA operates more than 16,000 vehicles, providing customers with the highest level of safe and reliable student transportation, management, logistics and technology solutions throughout the U.S. and Canada. Services are delivered by drivers, dispatchers, maintenance technicians, managers, information technology professionals, and others, who are caring members of their local communities. For more information, please visit www.rideSTA.com.

Media Contact:
Jen Holzapfel
Public and Media Relations Director
848-275-0360
jholzapfel@ridesta.com

2021 Year In Review

2021 Year In Review

Jan 26, 2022 | News, On Demand

Thousands of PWT customers across Canada rely on the mobility solutions provided by our lines of business. During the second year of the pandemic, our services ensured that people had access to medical services, supplies, and other essential needs. We transported many frontline workers to and from their jobs, including members of the general public, construction workers, and essential energy and healthcare sector workers. In addition to this, we saw the revival of the travel and tourism industry in many provinces and the return to a modified state of normal in regards to leisure travel.

Today we are looking back through 2021 with a critical eye, analyzing our service performance, specifically, that of our On-Demand operations. This analysis provides key information about how our customers used our services in 2021 and highlight how we adapted and exceeded goals, despite challenges presented by everchanging restrictions. Throughout the year we adjusted services in response to COVID-related changes in use patterns, by closely following our services metrics. We have celebrated some incredible achievements and learned from the challenges we faced along the way.

 

Top 6 PWT On-Demand Highlights For 2021:

1: Edmonton On Demand Transit: we launched the largest on demand transit system in Canada on April 25th, 2021:

This system was designed as a neighbourhood-to-hub model that helps connect newly developed neighbourhoods, areas of lower density or lower historic transit ridership, and areas otherwise difficult to serve using larger, fixed-route vehicles, to the broader City of Edmonton transit system (LRT and Bus). The success of this complex service is particularly impressive as its launch was organized and coordinated entirely during a global pandemic, with almost no in-person meeting.  Ridership continues to grow dramatically as COVID restrictions ease and workplaces and schools return to normal.

This launch was a great display of resourcefulness and dedication, and another fine example of how PWT can deploy innovative mobility solutions in even the most unprecedented times.

Edmonton On Demand - 2021 Statistics

Service is supported by 57 brand new buses with either 11 or 14 passenger configuration, plus wheelchair accessibility

%

Ridership increased 6.6% in November vs. October 2021

%

Daily ridership is up over 94% from start of project to present

Average customer satisfaction with service rate is 4.7/5.0

Average time-in-vehicle is 12 minutes

Pickup ETAs average less than 10 minutes

2: Spruce Grove Transit - we converted a small transit system in Spruce Grove, Alberta from fixed-route to on demand to create better community access and more attractive trip alternatives:

This transit system conversion was launched on May 3, 2021 as a weekday-only service, operating primarily during the off-peak periods. The on demand service was designed to replace local Route 568 and offers service within the entire municipal boundary of Spruce Grove. Additionally, all local trips can be booked to connect with the commuter transit system to Edmonton – a convenient integration for those who are not within walking distance of a commuter bus stop.  

This freshly implemented transit service has resulted in substantially reduced travel times, increased connectivity, and flexibility for users throughout Spruce Grove – all of this while leaving a reduced carbon footprint.

Spruce Grove - 2021 Statistics

Pickup ETAs average less than 10 minutes

%

November completed rides were 15.8% higher than October

%

Completed rides is up over 234% from start of project to present

3: Leduc Transit System: we converted a portion of the Leduc Transit System from fixed-route to on demand on August 16th, 2021:

The reformed Leduc Transit on-demand service offers trips within the City of Leduc and Nisku Business Park and operates during the same time periods as the existing fixed routes: weekday mornings and afternoon peak periods. The service replaced local Routes 2, 3, 4 and 5. Utilizing existing bus stops and new virtual stops, the service offers a variety of benefits to local riders and those coming into the area from around the region. Trips connect to the existing fixed-commuter routes that used to get to Edmonton, the Airport, and the Amazon Facility. 

Thanks to the highly customizable nature of the on-demand service model, we have made several adjustments in the first few months of operation to the vehicle count by the time of day to best match demand. These adjustments were made based on actual demand vs. pre-launch estimates. All of this was done in the background without requiring any customer interruptions, reprinting of scheduling materials, changing the information on websites etc. Going forward, we will continue to use service metrics to inform further adjustments and possible expansion of this transit conversion.

Leduc Transit - 2021 Statistics

Passengers per vehicle Hour (PvH) approaching 4.0 and rising steadily from original base of approx. 2.0 at start of service

%

November completed rides were 36.0% higher than October 2021

%

Daily ridership is up over 52% from start of project to present

Average customer satisfaction with service rate is 4.8/5.0

Shared rides equaled 49% in November

Average trip duration is less than 10 minutes

4: Cochrane On-Demand Local Transit (COLT): we improved COLT service and planned the system’s expansion for a regionally integrated model:

Launched in late 2019, COLT  is an on-demand transit system that provides the local residents of Cochrane with an affordable and accessible transit option. Today, the service utilizes up to 3 vehicles during peak hours, and their Saturday service was been recently expanded by 30 minutes in November 2021. A new feature that was implemented in 2021 was Side-Road optimization. It allows the system to utilize alternative virtual stops to favour routing efficiency by avoiding navigation constraints such as rerouting due to vehicle/stop heading.

Looking to the future, ongoing planning and modelling of this integrated regional service will allow the OnDemand system users to seamlessly connect via a hub to Calgary’s commuter service. ETA launch 1st quarter of 2022.

COLT - 2021 Statistics

%

On-time performance has been maintained at 92%

COLT has completed over 72,500 passenger rides to date

%

Despite COVID-19 restriction, the system has managed to achieve 70% shared ridership

Average customer satisfaction with service rate is 4.8/5.0

Customer retention reaches new heights with over 2,000 active users coming back to the system every month

5: Okotoks On-Demand: our Okotoks operation earned the prestigious Minister’s Award for Excellence in Service Delivery & Innovation:

In September 2021, the Okotoks On Demand service was recognized with the Minister’s Award for Excellence in Service Delivery & Innovation. Receiving this award reinforces and acknowledges the hard work and commitment that went into creating an innovative initiative, the first curb-to-curb on-demand shared public transit service of its kind in Canada.

This recognition of operational excellence was a direct result of system optimization as a constant practice. The services’ backend parameters are checked regularly to maximize service availability and minimize failed searches. This year, a wide array of ride credit bulk options were implemented via the App, and users can now buy at a discounted rate up to 100 ride credits at a time. Wheelchair and other ambulatory aids load times have been revised to ensure optimal service.

Since the inception of this service in 2019, all goals created to measure up the system have been surpassed consistently and by a large margin, and have led to contract expansion.

Okotoks On Demand - 2021 Statistics

Completed over 70,000 passenger rides to date

%

On-time performance has been maintained at 92%

PvH has averaged around 3.4 for this year, with December peaking at 4.4

Average customer satisfaction with service rate is 4.8/5.0

Average trip ride was 9 minutes

Nearly 2,500 active users every month, growing at a steady rate of 60 new users monthly

6: Diversified On Demand (DOT): our On Demand service in Fort McMurray, AB, celebrates a successful year. This is the first application of demand responsive transportation at an industrial worksite in Canada:

Launched in September of 2020, the Diversified On Demand service was created as a response to finding a cost-effective and comfortable solution to transport employees from Fort McMurray to their respective worksites. Today, DOT transports passengers from Saparee Creek, Fort McMurray & Fort McKay First Nations to worksites at Mildred Lake 41A and Aurora.

Our DOT Service runs seven days a week, 365 days a year, with pick-ups starting between the hours of 4:30-4:45 AM/PM returning from the site at 06:00/18:00. We started with 6 Vans and have since increased to 13 (4 Aurora, 9  Mildred Lake 41A Site)

As you can see from below, the success of the DOT Program in Fort McMurray has been tremendous in the last year.

DOT - 2021 Statistics

In 2021, we transported 57,967 Passengers between the Aurora and Mildred Lake sites

%

Our on-time performance holds at 99% on average, between the two sites

Average customer satisfaction with service rate is 4.0/5.0

Average passenger ride time is 42.5min (Mildred)

Average passenger ride time is 65.45min (Aurora)

2021 Challenges & Reflections:

In 2021, we continued to launch and innovate our services while dealing with the ever-changing impacts of the COVID-19 pandemic. For our new service launches, on-site support for pre-launch activities was significantly limited, leaving us to coordinate pre-launch testing and service trials with just virtual support and involvement from technology vendors. Below is a high-level review of some of the obstacles we overcame in 2021.

Equipment Delays: 

Like many others, we faced challenges with vehicle acquisition throughout the year. Ordering vehicles during a pandemic caused us to deal with unanticipated delays and forced us to make creative, quick decisions to keep all of our launch and expansion projects on schedule.

Call Centre Optimization: 

As our operations expanded this year, we conducted an operational analysis of our call centre and chose to centralize the operation. This streamlined the service overall and struck an optimal balance of customer service and cost-effectiveness for clients. 

Pooling resources to book trips for several different systems meant that Call Center staff and hours would be expanded to accommodate the new services. Increased training was necessary to ensure staff were familiar with new software, the new on-demand operations processes, and our other legacy services. These service optimizations resulted in the Call Center providing phone assistance for over 35,000 callers and resolved over 4,000 support tickets combined in 2021.

Network Outages & User Cancellations:  

Determined that network outages can cause big issues as driver’s tablets are dependent on reliable LTE connection. A backup system has been developed and is in version 1 – recovery mode, that warns drivers of network connection errors and presents the option of a static itinerary back up, so booked rides can still be serviced.

In some systems, we noted a high number of user cancellations, resulting in wasted driver time. To combat this, we implemented systems to help curb these late cancellations. Users with high numbers of late-cancellations or no-shows are now automatically flagged by the system for seven days and limited to a max of 2 open bookings at any given time. So far we have seen a decrease in late cancellations and no-shows.

Industry-Wide Driver Shortages: 

Driver shortages have been an ongoing challenge for the transportation industry over the past two years, and intensified by the COVID-19 pandemic. Overall, our operations have been very lucky not to be impacted in a significant way, but recruitment is still a barrier we have faced. In response to unanticipated driver shortages, we have adjusted our service parameters to accommodate coverages, and booking availability is modified in advance or on the spot to ensure ride requests do not exceed service capacity.

Our On Demand operations found phenomenal success in 2021 — a year that was unlike any other in PWT’s history. Transportation agencies worldwide were faced with new challenges daily as we all waded through the unforgiving waves of a public health crisis. Nonetheless, we saw tremendous optimization, growth, and expansion in our existing operations, providing integral connectivity for customers both loyal and new customers. We found opportunities to launch and convert new on-demand services, uncovering unconventional and innovative solutions to their mobility needs. These ventures will lay the groundwork for future transit expansion and community connectivity. 
Looking forward to 2022, we remain committed to finding innovative ways to get our customers across the country to their destinations and Safely Home, each day. Our success this year, and every year, is a direct result of our people. Our passionate, dedicated, and committed employees are the driving force that will propel us through the coming year and beyond. 

 

Okotoks On-Demand Transit Awarded for Exceptional Service

Okotoks On-Demand Transit Awarded for Exceptional Service

Oct 20, 2021 | News, On Demand

The Okotoks On-Demand Transit program was recently announced as the winner of the Minister’s Award for Municipal Excellence for Service Delivery Innovation by the Government of Alberta.

This award is given to a municipality that provides “an innovative initiative that improves the delivery process or reduces the cost of a program or service through a more efficient process or through the use of an alternate delivery approach”.

The curb-to-curb program launched in December 2019, providing service coverage and frequency that would not be possible through implementing a fixed-route public transit system. Okotoks On-Demand Transit, managed by the Town of Okotoks and operated by SOUTHLAND Transportation with RideCo as the technology partner, has surpassed all performance expectations, contributing to the agency’s many achievements that have resulted in this exciting award.

To learn more about Okotoks’ award-winning service, please read the Town of Okotoks press release.

***

We are immensely proud of the continuing success that the Okotoks On-Demand Transit service is experiencing – this success is a direct result of our strong partnership and passionate employees who have worked tirelessly to provide exceptional customer service to the residents of the Town of Okotoks! Receiving this award further solidifies our ongoing commitment to being the transportation Service Provider of Choice.

 

Source: Rideco.ca, Okotoks On-Demand Transit Awarded for Exceptional Service

PWT’s Propane Fleet Wins Green Bus Fleet Award

PWT’s Propane Fleet Wins Green Bus Fleet Award

Apr 22, 2021 | News

We are excited to announce that PWT Student Division’s propane fleet has been selected as the winner of the 2021 Green Bus Summit Fleet Award in the Large Private Fleet category!

Winners were determined in partnership with the National Renewable Energy Laboratory and announced during the School Transportation New’s live podcast on Earth Day, April 22 to close the Green Bus Summit.

Below is a clip from the awards portion of the podcast, you can watch the full version here:

School Transportation News issued a call for nominations for the Green Bus Summit Fleet Awards, seeking school districts and bus contractors that are stepping into the future of clean fuel and energy for their fleets. Then selecting the winners, the following aspects were considered:

  • Length of time project has been underway
  • NOx reduction/pollution reduction (if specific numbers are known)
  • Positive environmental impact
  • Community impact
  • Student/driver health
  • Future outlook

Four awards were given in the following categories:

  • Small school district (under 100 buses)
  • Large school district (over 100 buses)
  • Small bus contractor (under 100 buses)
  • Large bus contractor (over 100 buses)

Our Student Transportation division has been utilizing propane as an alternative to diesel fuel since the 1980’s, and we currently own and operate the largest propane fleet in Canada. Not only are we proud to receive this recognition, but we are also proud to be the only Canadian company nominated for this multi-national award.

Learn More About Our Sustainability Initiatives Here
100% Electric Zero-emissions Motor Coach Arrives in Fort McMurray

100% Electric Zero-emissions Motor Coach Arrives in Fort McMurray

Mar 6, 2021 | News

J4500e 2021 hIGrES2

Diversified Transportation, in partnership with Motor Coach Industries (“MCI”), a subsidiary of NFI Group Inc. (“NFI”), and Fort McMurray First Nation Group of Companies, is demonstrating a 100% battery-electric motorcoach in varying settings in the Wood Buffalo region from March 2nd through March 14th, 2021.

This is the first time a zero-emissions motorcoach – a 45-foot, battery-electric MCI J4500e CHARGE™ – will be on the road in Alberta and the first time in Canada that it will be utilized for employee site transportation.

The 56 passenger MCI J4500e CHARGE™ leverages electric vehicle technology from New Flyer, another NFI subsidiary, and is equipped with 544 kWh of heavy-duty lithium-ion batteries, delivering a range of up to 320 kilometres on a single charge.

Diversified Transportation has been providing safe and sustainable employee transportation services to oil, gas, energy, and construction companies in Northern Alberta since 1964. With facilities in both Edmonton and the Regional Municipality of Wood Buffalo, Diversified carries approximately five million passengers per year via their fleet of modern highway motorcoaches, site service vehicles, and shuttles – all uniquely equipped to handle the extreme northern weather conditions.

“Diversified Transportation is excited to partner with MCI to provide our customers and passengers with the opportunity to experience the energy of a 100% electric, zero-emissions motorcoach. Compared to cars, trains, and airplanes, motorcoach travel is the most sustainable form of passenger transportation and with the introduction of a 100% battery-electric option we can further reduce our carbon footprint,” said Tim Lindsay, Vice President of Diversified Transportation.

“The MCI team, and those across the entire NFI family of brands, remains committed to sustainable mobility. Our zero-emissions J4500e motorcoach embodies this commitment by delivering clean, safe, quiet transportation powered with battery-electric technology. Together, NFI offers the widest range of EV buses and coaches in North America, and leads the industry in unmatched innovation, making motorcoaches among the safest form of any transportation,” said Brent Maitland, MCI’s Vice President of Private Sector Sales and Marketing.

 

CI J4500e CHARGE™ SPECIFICATIONS:

  • A high-torque Siemens 3320 ft-lbs electric drive system designed to handle long-distance applications and highway speeds. Top speed of 116 km/hr with over 400 horsepower.
  • Energy-dense nickel manganese cobalt (NMC) lithium-ion batteries with high-power plug-in charging from empty to full in under 4 hours.
  • A range of over 320KM at average road speeds and conditions. Regenerative braking captures kinetic energy to recharge the battery system, making for highly efficient driving in start-stop traffic conditions.
  • The J4500e is built on decades of electric drive technology developed by both MCI and New Flyer and implemented on MCI’s Reliability Driven coach structure.
  • With purpose-built batteries for heavy-duty vehicles, the J4500e is built in North America, for North America’s rugged environment.

FREQUENTLY ASKED QUESTIONS:

Q: How does the operating cost of an electric coach compare to a diesel coach?
A: This largely depends on the cost of electricity, which may vary greatly by location and time of day. Electric coaches are typically 3 times more efficient than diesel coaches and they may require up to 50% less maintenance.

Q: Can I convert my existing MCI diesel coach to electric?
A: MCI has converted several existing diesel coaches into electric models, but at this point in time the process isn’t commercially or economically feasible for operators.

Q: What’s the empty weight of an electric coach vs a diesel coach?
A: Depending on battery capacity/coach model, curb weight is around 6,500 lbs heavier than a diesel coach.

Q: What type of cabin heating system does an electric coach use?
A: MCI’s electric coach models typically use 40 kW resistive electric heaters.

Q: How does battery capacity equate to range?
A: Range will vary greatly depending on a number of factors, including ambient temperature (HVAC use), the number of passengers (weight), and grade (regenerative braking ability). Under “normal” operating conditions, general efficiency of 2 kWh per mile can be expected, with this increasing to 2.25 kWh per mile for routes with higher HVAC demand.

Q: How many chargers are required per coach?
A: This depends on the deployment schedule. If coaches are all charged overnight, then one charger for two coaches makes the most sense (if the available charging time is 8+ hours). If dwell time is shorter, one charger per coach may be required. If the fleet schedule is very staggered, then a custom solution can be developed to optimize the number of chargers required.

Q: What’s the impact of ambient temperature on vehicle range and battery performance?
A: All MCI coaches incorporate a Battery Thermal Management System (BTMS) which helps keep the batteries at an optimal temperature, thereby maximizing performance and life expectancy.