WELCOME. I'M KYLE CLEMENTINO AND I'M THE PROJECT MANAGER FOR CUSTOMER SFEERNS AND INNOVATION. WITH HSR. THANK YOU FOR JOINING US TODAY FOR OUR ANNUAL TRANSIT ACCESSIBILITY PUBLIC EVENT. THIS EVENT IS HELD AS PART OF OUR COMMITMENT TO THE ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES ACT AND SERVES AS AN OPPORTUNITY FOR US TO NOT ONLY SHARE UPDATES BUT TO HEAR YOUR VALUABLE FEEDBACK AND QUESTIONS. WE WANT TO ENSURE THAT PUBLIC TRANSIT IN HAMILTON IS ACCESSIBLE TO ALL MEMBERS OF OUR COMMUNITY, AND YOUR INPUT PLAYS A CRUCIAL ROLE IN SHAPING OUR SERVICES. FOR THOSE UNABLE TO JOIN US TODAY, THE EVENT IS BEING LIVE STREAMED ON THE CITY OF HAMILTON'S YOUTUBE CHANNEL, WHERE IT WILL HE REMAIN AVAILABLE THROUGHOUT THE YEAR UNTIL WE TO THIS EVENT NEXT YEAR. I'D LIKE TO BEGIN WITH OUR LAND ACKNOWLEDGEMENT. THE CITY OF HAMILTON IS SITUATED ON THE TRADITIONAL TERRITORIES OF THE ERIE, NEUTRAL, HURON-WENDAT, HAUDENOSAUNEE AND MISSISSAUGAS. THE LAND IS COVERED BY THE DISH WITH ONE SPOON WAMPUM BELT COVENANT, WHICH IS AN AGREEMENT BETWEEN THE HAUDENOSAUNEE AND ANISHINAABEK TO SHARE AND CARE FOR THE RESOURCES AROUND THE GREAT LAKES. WE FURTHER ACKNOWLEDGE THAT THIS LAND IS COVERED BY THE BETWEEN THE LAKES PURCHASE, 1792, BETWEEN THE CROWN AND THE MISSISSAUGAS OF THE CREDIT FIRST NATION. >> TODAY THE CITY OF HAMILTON IS HOME TO MANY INDIGENOUS PEOPLE FROM ACROSS TURTLE ISLAND OR NORTH AMERICA AND WE RECOGNIZE THAT WE MUST DO MORE TO RECOGNIZE ABOUT THE RICH HISTORY OF THIS LAND SO THAT WE CAN DO BETTER TO UNDERSTAND OUR ROLES AS RESIDENTS, NEIGHBOURS, PARTNERS AND CARETAKERS. I'D LIKE TO TAKE A MOMENT TO THANK OUR ASL INTERPRETERS AND OUR CAPTIONER FROM CANADIAN HEARING SERVICES WHO ARE HELPING TO ENSURE THAT THIS EVENT IS ACCESSIBLE FOR THOSE WITH HEARING LOSS. WE WILL ALSO DO OUR BEST TO MAINTAIN A PACE THAT SUPPORTS INTERPRETATION AND CAPTIONING, AND WE WELCOME FEEDBACK FROM ANYONE AROUND US, AS WELL AS OUR INTERPRETERS IF WE WE NEED TO SLOW DOWN. A SPECIAL THANKS TO CABLE 14 FOR ASSISTING IN BRINGING THIS LIVE BROADCAST TO YOU TODAY AS WELL. OUR EVENT WILL BEGIN WITH MEMBERS OF OUR PANEL HIGHLIGHTING ACCESSIBILITY IMPROVEMENTS FOR UPCOMING CHANGES. FOLLOWING THAT, WE'LL OPEN THE FLOOR FOR YOUR QUESTIONS. PLEASE NOTE THAT IF YOU YOU ASK A QUESTION DURING THE LIVE STREAM, IT WILL BE RECORDED AND SAVED ON THE CITY OF HAMILTON'S YOUTUBE CHANNEL. IF YOU PREFER TO ASK YOUR QUESTION PRIVATELY, FEEL FREE TO WAIT UNTIL THE END OF THE LIVE STREAM, WHICH WILL CONCLUDE AROUND 7 P.M. LASTLY, I WITH WOULD LIKE TO REMIND EVERYONE OF THE CITY OF HAMILTON'S R ZONE RESPECTFUL ENVIRONMENTS POLICY WHICH PROMOTES SAFE, POSITIVE AND SUPPORTIVE ENVIRONMENTS AND INTERACTIONS FOR ALL RESIDENTS, VISITORS OF THE CITY OF HAMILTON, CITY OF HAMILTON STAFF AND CITY FACILITIES AND SPACES. R ZONE REENFORCE IT IS COMMITMENT FROM THE CITY OF HAMILTON TO FOSTERING COMMUNITY AND WORK ENVIRONMENTS ARE WHERE THERE IS RESPECT FOR YOURSELF, RESPECT FOR OTHERS AND RESPONSIBILITY FOR YOUR ACTIONS. I'D LOBBYING TO INTRODUCE THE MEMBERS OF OUR PANEL TODAY. WE HAVE JAMES KEMP, CHAIR OF ACCESSIBILITY COMMITTEE FOR PERSONS WITH DISABILITIES HERE IN THE CITY OF HAMILTON; OWEN QUINN, PROJECT MANAGER, TRANSIT CUSTOMER LOYALTY; ALI SABOURIN, MANAGER OF CUSTOMER EXPERIENCE AND INNOVATION; JASON SIMMONS, MANAGER OF TRANSIT OPERATIONS; JEFF ELLIS, MANAGER OF FLEET MAINTENANCE; CATHERINE PIZZACALLA, MANAGER OF TRANSIT SUPPORT SERVICES; SEBASTIAN STULA, SENIOR PROJECT MANAGER TRANSIT SCHEDULING AND INFRASTRUCTURE; MICHELLE MARTIN, MANAGER OF ACCESSIBLE TRANSPORTATION SERVICES; AND NICK CHALOUX, MANAGER OF TRANSIT STRATEGY AND PLANNING. WE ARE ALSO JOINED BY LIZ SPOLADOR, DARTS OPERATION MANAGER TO ASSIST IN ANSWERING QUESTIONS DURING THE QUESTION AND ANSWER PERIOD REGARDING DARTS. FIRST UP, WE'RE GOING TO HEAR FROM JAMES KEMP, THE CHAIR OF THE ACCESSIBILITY COMMITTEE FOR PERSONS WITH DISABILITIES. JAMES WILL SHARE THE COMMITTEE'S INSIGHTS AND PERSPECTIVES ON HOW WE CAN CONTINUE TO IMPROVE ACCESSIBILITY AND TO ENSURE THAT TRANSIT SERVICES MEET THE NEEDS FOR PERSONS WITH DISABILITIES. WELCOME, JAMES. >> PLEASE, LET ME KNOW IF I NEED TO SLOW DOWN. I'M A BIT OF A FAST READER, SO PLEASE DO. GOOD EVENING, EVERYONE. I'M JAMES KEMP AND I'M THE CURRENT CHAIR OF THE ACCESSIBILITY COMMITTEE FOR PERSONS WITH DISABILITIES. TO GIVE A LITTLE BACKGROUND, WE'RE A SUB COMMITTEE OF COUNCIL THAT JOEF SEES ANYTHING TO DO WITH ACCESSIBILITY. WE'RE A DEDICATED GROUP OF CITIZEN VOLUNTEERS THAT PROVIDE LIVED EXPERIENCE TO THE CITY IN AN EFFORT TO MAKE IT MORE ACCESSIBLE FOR ALL RESIDENTS. WE DO THIS THROUGH PUBLIC ACPD MEETINGS AVAILABLE LIKE ALL COUNCIL MEETINGS, AS WELL AS THROUGH SMALLER WORKING GROUPS. OUR FOUR MAIN WORKING GROUPS ARE HOUSING, WHICH IS RESPONSIBLE FOR HOUSING, AS WELL AS ENVIRONMENTAL AND FINANCIAL ISSUES, OUTREACH AS OUR PUBLIC FACING GROUP OVERSEEING THE ANNUAL ACCESSIBILITY AFFAIRS AND AWARDS HELD SEPTEMBER 4th AT CITY HALL, AS WELL AS ATTENDING EVENT LIKE THIS TO MAKE CONNECTIONS IN THE COMMUNITIES AND WITH ORGANIZATIONS. BUILT ENVIRONMENT HAS A MORE DIRECT CONNECTION TO TRANSIT. IT'S OUR WORKING GROUP TO COVER CITY'S INFRASTRUCTURE AND POLICIES LIKE SIDEWALKS, PATHS OF TRAVEL, URBAN BRAILLE, PAT HE YO BYPASSES, WASHROOMS AND IN THIS CASE BUS STOP DESIGN, TERMINAL PLATFORM DESIGN AND SNOW HE REMOVAL. TRANSPORTATION IS THE WORKING GROUP THAT INTERACTS WITH THE AGES MOST. AS IT REVIEWS HSR AND DARTS POLICIES AND PROCEDURES. BUS DESIGNS, E-SCOOTERS, TAXI SCRIPTS, ACCESSIBLE TAXIS AND MORE. WE HE MEET WITH HSR STAFF ALMOST EVERY MONTHET AND REVIEW THE SERVICE ON AN ON GOING BASIS. WE USE THE SERVICES BETH CONVENTIONAL AND PARA TRANSIT AND RELAY ANY ISSUES RELATED TO STAFF IN AN EFT TO MAKE THEM BETTER. LAST YEAR I WAS HIGHLY CRITICAL OF THE HSR AND THEIR ABILITY TO IMPROVE ACCESSIBILITY. WHILE THERE'S STILL MANY ISSUES TO BE ADDRESSED WITH BOTH SERVICES, THERE'S BEEN SOME CHANGES AND I'D LIKE TO GO THROUGH SOME OF THEM WITH WITH YOU. I DON'T HAVE THAT MUCH TIME. ONE OF THE BIGGEST CHANGES THAT RULED OUT ACROSS THE HSR OVER THE PAST YEAR IS THE FULL ADOPTION OF THE AUDIBLE ANNUNCIATOR SYSTEM YOU'LL HEAR ABOUT. IT ANNOUNCES ROUTES OUTSIDE THE BUS AND STOPS INSIDE THE BUS. WE'VE FOUND THIS TO BE FAR SUPERIOR TO WHAT CAME BEFORE. IT'S ADAPTABLE TO DIFFERENT ROUTES. THE AUDIO IS CLEAR AS IT CHANGES VOLUME, DEPENDING ON AMBIENT NOISE AND IT'S SUPPOSED TO BE MORE ACCURATE. THOUGH IT IS STILL NEW AND NEEDS YOUR HELP. IF YOU NOTICE A STOP BEING ANNOUNCED INCORRECTLY OR IS POORLY TIMED, PLEASE LET THE HSR KNOW AND THEY'LL ADJUST ACCORDINGLY. ALSO, LET THEM KNOW IF IT'S NOT ADJUSTING TO THE SOUND PROPERLY, AS THAT BUS MAY NEED ADJUSTMENT. IF THE ANNUNCIATOR IS NOT WORKING, PLEASE LET THE DRIVER KNOW. THEY'RE SUPPOSED TO BE CALLING OUT THE STOPS WHERE THE SYSTEM FAILS. THE SUN FLOWER PROGRAM WAS ADOPTED BY THE HSR. WE'RE STILL WAITING TO UNDERSTAND EXACTLY HOW THAT'S CHANGED OPERATION TRAINING, BUT IF YOU NEED ACCOMMODATION IT CAN ASSIST IN COMMUNICATIONS. HOWEVER, I WANT TO MAKE CLEAR THAT NO ONE IS BEING REQUIRED TO WEAR A SUN FLOWER. A COUPLE OF PEOPLE HAVE EXPLAINED TO ME THEY'RE NOT COMFORTABLE WEARING A SYMBOL THAT IDENTIFIES THEM AS HAVING A DISABILITY. IF YOU NEED ACCOMMODATION FROM AN OPERATOR AND DO NOT WANT TO WEAR A SUN FLOWER, JUST ASK FOR IT. THEY'RE SUPPOSED TO ASSIST YOU WILL REGARDLESS. REAR DOOR ACCESS POLICIES HAVE BEEN RELACKSED. IF YOU CANNOT ENTER THROUGH THE FRONT DOOR, PLEASE ASK THE DRIVER TO DROP THE BACK RASP -- [Inaudible] AND THIS IS EXCLUDED MANY MOBILITY SCOOTERS AS THEY CANNOT ENTER THE FRONT. I'VE BEEN ASKING FOR REAR DOOR ACCESS FROM ANY OLD NOBLE BUS I GET AND ALL THE NEW OVER THE YEARS AND I VERY RARELY HAD ANY RESISTANCE FROM THE OPERATORS. COME BACK, MOBILITY SCOOTERS. ATS HAS BEGUN SENDING OUT WARNING LETTERS FOR DARTS USERS DUE YOU TO CANCELLATIONS AND NO SHOWS. IF YOU'RE HAVING ISSUES OR HAVE RECEIVED ONE OF THESE LETTERS TALK TO AT ST. OF STAFF AND PROGRAMS THEY CAN ASSIST YOU OR ADJUST YOUR FILE. THEY'RE TO SERVE AS A CORRECTIVE MEASURE, NOT AS A PUNISHMENT. TAXI SCRIPTS HAVE HAD A POLICY CHANGE. IT WAS OUTDATED ANYWAY, BUT YOU YOU NO LONGER NEED TO LET DISPACINO YOU'RE USING TAXI SCRIPTS. THAT BECOMES AN ACUTE PROBLEM WITH THE USE OF ABOUT SENT DISPATCHING. IT'S NOT NECESSARY TO TELL ANYONE YOU'RE USING SCRIPTS AHEAD OF TIME ANYMORE. HSR INVITED THE ACPD TO THIS YEAR'S TRANSIT EXPO. THIS GAVE US AN OPPORTUNITY TO SPEAK WITH BUS MANUFACTURERS AND VENDORS TO SEE WHAT WILL BE AVAILABLE SOON. IT WAS THROUGH THIS WE BETTER UNDERSTOOD IT IS THE TRANSIT INDUSTRY ITSELF CAUSING SOME OF OUR ISSUES, AND UNLESS WE MAKE THEM UNDERSTAND WHAT THEY'RE DOING WRONG, WE'LL NEVER REALIZE THE CHANGE WE'D LIKE TO SEE ON OUR OWN TRANSIT SYSTEM. I HOPE YOU RETURN NEXT YEAR AND HAVE SOME POINTED CONVERSATIONS WITH THEM TO MAKE THEM REALIZE THE MISCONCEPTIONS FOR THE BETTERMENT OF ALL. THERE'S MUCH MORE I COULD SAY, BUT THERE'S ONLY SO MUCH TIME, AS MANY PEOPLE HAVE TO SPEAK. AND I'D LIKE YOU TO BRING US YOUR STORIES AND ISSUES WITH TRANSIT. WE KNOW THERE ARE MANY. BY GAINING A COLLECTION OF EXPERIENCES FROM MANY WE HAVE A GREATER POOL OF KNOWLEDGE TO STROEKT FROM IN THE FUTURE. WE'D ALSO LIKE TO HEAR YOUR GOOD STORIES. I HAVE ONE TO SHARE. I WAS TRAVELING IN MY POWER CHAIREN KING STREET PAST KENILWORTH AFTER A SNOWFALL. THERE WAS A SECTION OF SIDEWALK THAT HAD NARROWED AND SLANTED TOWARDS THE ROAD. AS I NEARED THE CORNER, I TRIED TO SLOW AND I CONTINUED SLIDING UNTIL I WAS TEETERING OFF THE SIDEWALK. I TRIED TO GET OUT OF MY LITTLE SNOW COCOON THAT PROTECTS OUR LEGS IN THE COLD, BUT THE STRING, LIKE A SLEEPING BAG TO UNDO THE ZIPPER GOT TANGLED AROUND MY ARMREST. FRUSTRATED, I BEGAN TO BREATHE HEAVY AND FOGGED UP MY GLASSES. THEN I HEARD A SMALL VOICE BESIDE ME SAYING, CAN I HELP YOU? THROUGH A SMALL BREAK IN THE FOG IN MY GLASSES I COULD SEE THE HSR LOGO ON HER SHIRT AND SHE HELPED UNTANGLE ME, RIGHT MY CHAIR AND MADE SURE I CARRIED ON AROUND THE CORNER BEFORE CONTINUING HER ROUTE. SHE WAS MY HERO HE THAT DAY. TELL US ABOUT YOUR HEROS. IF YOU'RE OUT AND ABOUT AND FIND YOURSELF STRANDED, THE BEST PEOPLE TO CALL ARE EMERGENCY SERVICES. I'LL LEAVE IT UP TO THE SITUATION WHETHER THIS IS A 911 OR NON-EMERGENCY PHONE CALL. THE BEST WAY TO MAKE TRANSIT BETTER IS TO GET INVOLVED. I'M HAPPY TO SEE SO MANY TODAY. THANK YOU VERY MUCH. >> THANK YOU, JAMES. FOR SHARING THOSE IMPORTANT PERSPECTIVIVES AND FOR THE ROLE THAT THE ACCESSIBILITY COMMITTEE PLAYS IN GUIDING THE ACCESSIBILITY IMPROVEMENTS THAT WE MAKE. I'D LOBBYING THE INTRODUCE OWEN QUINN, PROJECT MANAGER WITH ACCESSIBLE TRANSPORTATION SERVICES WHO WILL BE DESCRIBING HOW THE ACCESSIBILITY FOR ONTARIO OTTANS WITH DISABILITIES ACT RELATES DIRECTLY TO HSR. OWEN. >> THANK YOU, KYLE. WELCOME, EVERYONE. I'M OWEN QUINN. I'M A PROJECT MANAGER WITH ACCESSIBLE TRANSIT MANAGEMENT SERVICES. I'M GOING TO PROVIDE YOU WITH AN OVERVIEW OF HOW THE HSR AND ACCESSIBLE TRANSPORTATION SERVICES ARE MEETING THE ACCESSIBILITY FOR ONTARIO OTTANS WITH DISABILITIES ACT INTEGRATED ACCESSIBILITY STANDARDS AS A TRANSIT PROVIDER. FIRST OF ALL, REQUIREMENT AND PURPOSE OF MEETING THE ACT REQUIRES CONVENTIONAL TRANSPORTATION SERVICE PROVIDERS SUCH AS HSR AND CITY OF HAMILTON TO HOLD ONE PUBLIC MEETING ANNUALLY. ALSO, CONVENTIONAL HSR AND SPECIALIZED TRANSPORTATION SERVICES, WHICH IS ACCESSIBLE TRANSPORTATION AND DARTS TRANSIT ARE TO BE ADDRESSED IN THE CITY'S ACCESSIBILITY PLAN. THIS IDENTIFIES, REMOVES AND PREVENTS BARRIERS FOR PERSONS WITH DISABILITIES. PARTNERS WITH DISABILITIES HAVE AN OPPORTUNITY TO REVIEW AND PROVIDE FEEDBACK ON THE ACCESSIBILITY OF TRANSIT SERVICES. THE MEETING WILL INCLUDE AN UPDATE FROM TRANSIT STAFF ON ACCESSENT ACHIEVEMENTS TO YOU THE DATE AND ACCESSIBILITY FOR ONTARIO OTTANS -- ONTARIANS WITH DISABILITIES ACT COMPLIANCE. THE HSR HAS ACCESSIBLE BUSES, 100% OF THE FLEET. ALSO HSR HAS ACCESSIBLE BUS SHELTERS. WITH RESPECT TO THE ACCESSIBILITY PLAN, ACCESSIBILITY FOR ONTARIO ANS WITH DISABILITIES ACT COMPLIANCE FOR CONVENTIONAL TRANCIS HSR INCLUDES THE FOLLOWING: FARES. FARES FOR PERSONS WITH DISABILITIES MUST BE THE SAME OR LESS THAN FARES FOR PERSONS WITHOUT DISABILITIES. ALSO, NO FARE IS TO BE CHARGED FOR A SUPPORT PERSON. PRE-BOARDING ANNOUNCEMENTS. AUTOMATED ELECTRIC PREBOARDING NOUNGSMENTES OF THE ROUTE, DIRECTION, DESTINATION OR NEXT MAJOR STOP ARE REQUIRED. ON-BOARD ANNOUNCEMENTS. THESE ARE AUTOMATED VERBAL ANNOUNCEMENTS AND ELECTRONIC VISUAL DISPLAY OF ALL DESTINATION POINTS OR STOPS WHILE VEHICLE IS EN ROUTE. GENERAL RESPONSIBILITIES. DEPLOYMENT OF LIFTING DEVICES AND RAMPS; ADEQUATE TIME TO SAFELY BOARD AND DE-BOARD VEHICLES. COURTESY SEATING. CLEARLY MARKED PRIORITY AND COURTESY SEATING ON VEHICLES FOR PARTNERS WITH DISABILITIES. ALLOCATED MOBILITY AID SPACES. THERE MUST BE A MINIMUM OF TWO SPACES PER VEHICLE TO ACCOMMODATE WHEELCHAIRS OR SCOOTERS. ACCESSIBILITY PLANS FOR CONVENTIONAL TRANSIT. THERE MUST BE A PROCESS FOR MANAGING AND TALKING ACTION ON CUSTOMER FEEDBACK. THIS INCLUDES THE ANNUAL PUBLIC MEETING, ONE PER YEAR, AS WELL AS PROCEDURES TO DEAL WITH ACCESSIBILITY EQUIPMENT FAILURES. BUS STOP AND SHELTER DESIGN. IN CONSULTATION WITH THE ACCESSIBILITY COMMITTEE FOR PERSONS WITH DISABILITIES, REGARDING ACCESSIBLE BUS STOP DESIGN CRITERIA, AND THERE MUST BE AN IDENTIFIED ACTION PLAN FOR ACCESSIBLE BUS STOPS AND SHELTERS. WITH REGARD TO SPECIALIZED TRANSIT, THIS INCLUDES ACCESSIBLE TRANSPORTATION SERVICES, WHICH FURTHER INCLUDES ELIGIBILITY AND REGISTRATION, WHICH IS COMPLETED BY ACCESSIBLE TRANSIT SERVICES. THE TRIPS ARE DELIVERED BY DARTS TRANSIT. DARTS BEING THE CONTRACTOR TO THE CITY OF HAMILTON. DARTS FLEET INCLUDES ACCESSIBLE VEHICLES WITH RAMPS AND NON-ACCESSIBLE VEHICLES. THE ACCESSIBILITY PLAN, REGARDING SPECIALIZED TRANSIT IN RESPECT TO THE ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES ACT NOTES THE FOLLOWING. CATEGORIES OF ELIGIBILITY. THERE ARE THREE CATEGORIES OF ELIGIBILITY. FIRSTLY, UNCONDITIONAL. IN THIS CASE IT'S ELIGIBILITY FOR ALL TRIPLES. TEMPORARY IS THE SECOND. AND THE THIRD ONE IS CONDITIONAL. THIS COVERS SEASONAL TRAVEL, SO ELIGIBILITY FOR TRIPS DURING WINTER MONTHS ONLY. FARE PARITY. FARE PARITY BETWEEN CONVENTIONAL AND SPECIALIZED TRANSIT SYSTEMS. THIS MEANS THE SAME FARE STRUCTURE FOR HSR AND ACCESSIBLE TRANSPORTATION SERVICES. FARE FOR SUPPORT PERSON. NO FARE IS CHARGED FOR A SUPPORT PERSON. HOURS OF SERVICE. SPECIALIZED TRANSIT MUST HAVE THE SAME HOURS AND DAYS OF SERVICE AS CONVENTIONAL TRANSIT. BOOKING. SAME DAY SERVICE MUST BE PROVIDED TO THE EXTENT AVAILABLE. THIS ALSO INCLUDES ACCESSIBLE METHODS FOR RESERVATIONS SUCH ASSENLINE THROUGH THE DARTS WEB PAGE. COORDINATED SERVICE. THIS IS WHERE WE HAVE CONNECTIONS THAT ARE REQUIRED BETWEEN SPECIALIZED TRANSPORTATION SERVICES IN ADJACENT MUNICIPALITIES. WHERE THERE'S A CONTINUOUS URBAN AREA. SO IN HAMILTON'S CASE, THERE'S A CONTINUOUS URBAN AREA WITH BURLINGTON. SO DARTS DOES PROVIDE PROCESS BOUNDARY CONNECTIONS WITH THE CITY OF BURLINGTON. VISITORS. VISITORS ARE ELIGIBLE FOR DARTS IF THEY ARE REGISTERED FOR SERVICE IN THEIR HOME JURISDICTION, OR IF THEY MEET THE ELIGIBILITY REQUIREMENTS FOR ACCESSIBLE TRANSPORTATION SERVICES. ACCESSIBILITY PLANS FOR SPECIALIZED TRANSIT. THERE MUST BE A PROCESS FOR ESTIMATING DEMAND AND REDUCING WAIT TIMES FOR SERVICE. IN TERMS OF COMMENTS AND FEEDBACK, HSR IS CONTINUING TO ACCEPT COMMENTS, QUESTIONS AND FEEDBACK UNTIL OCTOBER 30TH, 2026. THESE CAN BE SUBMITTED AS FOLLOWS. IN PERSON, COMMENT CARDS AND SURVEYS ARE AVAILABLE AT THE HSR CUSTOMER SERVICE CENTRE AT 36 HUNTER STREET EAST. THAT'S THE HAMILTON GO STATION. OR AT ANY MUNICIPAL SERVICE CENTRE. COMMENT CARDS ARE ALSO AVAILABLE AT THIS MEETING AT THE BACK ON THE TABLE IF ANYONE WANTS TO COMPLETE ONE WITH THE BY E-MAIL. ATS@HAMILTON.CA. A PARTNER CAN ALWAYS CALL IN THEIR CONCERNS OR FEEDBACK. THE PHONE NUMBER IS 905- 905-529-1212. COMMENTS CAN ALSO BE FAXED. THE FAX NUMBER IS 905-679-7305. AND FURTHER MORE, EVEN MAIL. SO IF SOMEONE WISHES TO SUBMIT COMMENTS BY MAIL, PLEASE SEND THE COMMENTS OR CARDS TO ACCESSIBLE TRANSPORTATION SERVICES CARE OF 71 MAIN STREET WEST HAMILTON, ONTARIO , L8P 4Y5. IN TERMS OF NEXT STEPS, IF YOU REQUIRE A COPY OF THIS PRESENTATION IN AN ALTERNATIVE FORMAT SUCH AS PRINT OR BRAILLE, PLEASE CONTACT ACCESSIBLE TRANSIT SERVICES AND WE'LL PROVIDE YOU WITH A COPY. HSR STAFF WILL REVIEW ALL COMMENTS RECEIVED FOR CONSIDERATION AND ACTION. AND THERE WILL BE ANOTHER MEETING IN 2027. TRANSIT ACCESSIBILITY PUBLIC MEETING IS HELD EVERY YEAR AS PER THE ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES ACT REQUIREMENTS. THANK YOU FOR LISTENING TO THIS PRESENTATION AND FOR PROVIDING ANY COMMENTS OR FEEDBACK. >> THANK YOU, OWEN, FOR THAT OVERVIEW OF HOW HSR AND ACCESSIBLE TRANSPORTATION SERVICES ARE MEETING WITH THE ACCESSIBILITY FOR ONTARIO ANS WITH DISABILITIES ACT REQUIREMENTS. NOW OVER TO THE CUSTOMER SFEERNS TEAM. ALI SABOURIN MANAGER OF CUSTOMER EXPERIENCE AND INNOVATION WILL SHARE SOME EXCITING DEVELOPMENTS AND INITIATIVES AIMED AT ENHANCING THE OVERALL TRANSIT EXPERIENCE. WELCOME, ALI. >> GOOD EVENING, EVERYONE. MY NAME IS ALI SABOURIN AND I AM THE MANAGER OF CUSTOMER EXPERIENCE AND INNOVATION WITH HSR. I'M HAPPY TO BE HERE TODAY TO SHARE SOME OF THE EXCITING PROJECTS OUR TEAM HAS BEEN WORKING ON THIS YEAR. OUR TEAM'S JOB IS TO UNDERSTAND CUSTOMER NEEDS AND FIND WAYS TO IMPROVE THEIR EXPERIENCE. OUR GOAL IS TO MAKE PUBLIC TRANSIT THE FIRST CHOICE FOR PEOPLE LIVING IN OR VISITING HAMILTON. WE FOCUS ON GUIDING PRINCIPLES LIKE ACCESSIBILITY, EQUITY, DIVERSITY AND INCLUSION, COMMUNITY ENGAGEMENT, INNOVATION AND DELIVERING ON OUR PROMISES. WE'RE RESPONSIBLE FOR ENGAGING WITH OUR CUSTOMERS. THIS INCLUDES ORGANIZE ING AND ATTENDING EVENTS TO INFORM PEOPLE ABOUT SERVICE CHANGES AND TO LISTEN TO THEIR FEEDBACK. SO FAR THIS YEAR, WE'VE ATTENDED 89 EVENTS AND TALKED WITH OVER 15,000 PEOPLE ABOUT TOPICS LIKE OUR ANNUAL SERVICE PLAN, HIDDEN DISABILITIES SUN FLOWER, KIDS QUEST PILOT, BOARD PERIOD CHANGES, HSR NEXT, AND CUSTOMER EDUCATION PROGRAMS. WE'VE MET PEOPLE OF ALL AGES AND ABILITIES AT FESTIVALS, SENIORS' ORGANIZATION S, SCHOOLS, HAMILTON PUBLIC LIBRARY LOCATIONS, RECREATION CENTRES, AND OTHER EVENTS. WE WERE HAPPY TO ATTEND THE ACCESSIBILITY FAIR AT HAMILTON CITY HALL ON SEPTEMBER 4th. THIS EVENT HELPS US LEARN MORE ABOUT THE ACCESSIBILITY NEEDS OF OUR CUSTOMERS, ESPECIALLY THOSE WHO USE PERSONAL MOBILITY DEVICES. OUR PARTNERSHIP WITH THE ACCESSIBILITY COMMITTEE OF PERSONS WITH DISABILITIES IS VERY IMPORTANT, AND WE APPRECIATE THE FEEDBACK WE GET FROM ITS MEMBERS. THE FEEDBACK WE GET HELPS US MAKE IMPROVEMENTS WHEN WE INCLUDE DIVERSE VOICES, THE EXPERIENCE IS BETTER FOR EVERYONE. THIS YEAR, WE ARE PLEASED TO BE WORKING ON A NEW WAYFINDING PROGRAM. THE HSR WAYFINDING PROGRAM WILL INTRODUCE A NEW, CONSISTENT AND RECOGNIZABLE APPROACH TO SIGNS, MAPS, AND DIGITAL TOOLS ACROSS STOPS, HUBS AND CUSTOMER INFORMATION CHANNELS. WAYFINDING HELPS CUSTOMERS CONFIDENTLY NAVIGATE THE TRANSIT SYSTEM BY PROVIDING CLEAR INFORMATION THROUGHOUT THEIR JOURNEY. THE KEY HE GOALS FOR THE WAYFINDING PROGRAM ARE TO MAKE THE CUSTOMER JOURNEY EASIER TO UNDERSTAND, IMPROVE ACCESSIBILITY SO THAT CUSTOMERS OF ALL ABILITIES AND BACKGROUNDS CAN USE THE SYSTEM MORE EASILY; AND PROVIDE CLEARER INFORMATION ABOUT ROUTES, REALTIME ARRIVALS AND SERVICE DISRUPTIONS. THE WAYFINDING PROGRAM WILL BE IMPLEMENTED ALONG SIDE HSR NEXT SERVICE CHANGES, INCLUDING NEW HUBS, STOPS AND ROUTES OVER THE COURSE OF SEVEN YEARS. WE PLAN TO LAUNCH NEW SERVICE DISRUPTION NOTICES IN THE NEW YEAR. IMPORTANTLY, WE ARE ENGAGING WITH OUR CUSTOMERS THIS FALL, REQUESTING FEEDBACK ON CONCEPTS AS PART OF THE LARGER CUSTOMER SURVEY. HEATHER MATTHEWSON WHO IS LEADING THIS WORK WILL BE ATTENDING THE ACCESSIBILITY COMMITTEE FOR PERSONS WITH DISABILITIES AS PART OF THE EPP GAUGEMENT PROCESS AS THE CONCEPTS ARE FURTHER HE REFINED. ANOTHER EXCITING PROJECT WE CONTINUE TO ADVANCE IS OUR REAL-TIME DIGITAL DISPLAYS. AS YOU MAY RECALL,ING IN 2024-2025 WE HAD A SUCCESSFUL CONCEPT TEST AT TWO LOCATIONS. JAMES AND JACKSON SOUTHBOUND AND MAIN AT JOHN EASTBOUND. WORK ON A 2-YEAR PILOT IS UNDERWAY. THAT INCLUDES PROCUREMENT AND LOCATION PLANNING. THESE DISPLAYS PROVIDE REAL-TIME BUS ARRIVAL INFORMATION, BOTH VISUALLY AND WITH AUDIO. THE PILOT IS HIGHLY ANTICIPATED AS EARLY FEEDBACK SHOWED 85% OF PEOPLE FOUND THE DISPLAYS IMPROVED THE OVERALL CUSTOMER EXPERIENCE, AND 91% OF PARTNERS WITH DISABILITIES STATED THE DISPLAYS MET PERSONAL ACCESSIBILITY NEEDS. WE'RE ALSOWY WOULDING WITH THE CITY'S ACCESSIBILITY SPECIALISTS TO ENHANCE THE ACCESSIBILITY OF TRANSIT SCHEDULE INFORMATION AND SUPPORT EQUITABLE ACCESS FOR ALL CUSTOMERS. AS PART OF THIS WORK WOULD, WE ARE EXPLORING NEW WAYS TO PROVIDE SCHEDULE INFORMATION IN ACCESSIBLE, WEB-BASED FORM THAT IS EASIER TO ACCESS, NAVIGATE AND USE WITH ASSISTIVE TECHNOLOGIES AND MOBILE TWICES, HELPING ENSURE CUSTOMERS CAN B OBTAIN TRANSIT INFORMATION IN A FORMAT THAT IS ACCESSIBLE AND USABLE. FINALLY, OUR TEAM IS ALSO RESPONSIBLE FOR CUSTOMER CARE A. YOU CAN ALWAYS REACH OUT TO US WITH FEEDBACK, SUGGESTIONS, OR EVEN TO RECOGNIZE A BUS DRIVER BY E-MAILING HSRSERVE@HAMILTON.CA, OR CALLING 905-528-4200. IF YOU HAVE ANY CONCERNS, INCLUDING ISSUES WITH ANNUNCIATORS OR ACCESSIBILITY, LET US KNOW, AND WE'LL DO OUR BEST TO FIX THEM. BE SURE TO INCLUDE THE BUS NUMBER, LOCATION, DIRECTION, DATE AND TIME. THANK YOU. >> THANK YOU, ALI. WE'RE GOING TO SHIFT OUR FOCUS OVER TO THE OPERATIONAL SIDE OF THINGS. NEXT WILL BE JASON SIMMONS, MANAGER OF TRANSIT OPERATIONS. HE WILL WALK US THROUGH THE KEY MEASURES AND TRAINING PRACTICES IN PLACE FOR HSR OPERATORS TO ENSURE THAT ACCESSIBILITY STANDARDS ARE MET ON A TAILY BASIS. -- DAILY BASIS. JA JASON. >> THANKS, KYLE. GOOD EVENING EVERYONE. THANK YOU FOR JOINING US. I'M HAPPY TO SPEAK AT THIS EVENT AND SHARE SOME INSIGHT INTO HSR OPERATIONS. HSR OPERATIONS IS IT RESPONSIBLE FOR THE SAFE AND HE RELIABLE DELIVERY OF CONVENTIONAL FIXED ROUTE TRANSIT AND THE MYRIDE ON DEMAND SERVICE. OUR OPERATIONS TEAM ENSURES THAT OPERATORS ARE FOLLOWING THEIR TRAINING WHILE BOARDING KLSS USING PERSONAL MOBILITY DEVICES, OPERATORS SECURE THE BUS USING AN EMERGENCY BRAKE FUNCTION, LOWER THE RAMP, ALLOW THE CUSTOMER TO NAVIGATE INTO THE PERSONAL MOBILITY DEVICE LOCATION AND GET THEIR DEVICE SET UP. ONCE SET UP, THE OPERATORS SECURE THE DEVICE THROUGH THE "FRAME" OF THE DEVICE AND AROUND ANY HE REMOVABLE PARTS OR ACROSS MY BODY PARTS. WE ENCOURAGE THE OPERATOR TO CONFIRM WITH THE OPERATOR BEFORE WE SECURE THEM IF THERE IS A PREFERRED WAY. WE WILL DO OUR BEST TO ACCOMMODATE PREFERENCES. IF IT'S NOT ACROSS THE BODY OR ATTACHED TO REMOVABLE PARTS. WHEN THE CUSTOMER IS SECURED, THE OPERATOR IS ENCOURAGED TO ASK WHAT STOP THEY MIGHT WANT. NOT THAT IT'S NECESSARY, AS THEY CAN USE THE REQUEST STOP BELL. BUT SOMETIMES IT HELPS, SO THE OPERATOR CAN PREPARE WHEN APPROACHING THAT PARTICULAR STOP. WE COACH THE IMPORTANCE OF OUR COMPLIANCE OBLIGATIONS UNDER THE ACCESSIBILITY FOR ONTARIANS WITH DISABILITIES ACT. THE ANNUNCIATOR MUST BE TESTED DURING THEIR PRE-TRIP CIRCLE CHECK TO ENSURE IT'S WORKING. IF DURING THEIR DAY IT STOPS WORKING, OPERATORS ARE TO CALL THE MAINTENANCE DIVISION AND REQUEST THAT THE BUS BE CHANGED OFF. WHILE WAITING FOR THE NEW BUS, THEY ARE TO CONTINUE IN SERVICE AND VERBALLY ANNOUNCE THE STOPS. WE ARE ALMOST COMPLETE IN THE PROCESS OF INSTALLING OUR NEW COMPUTER AIDED DISPATCH AND AUTOMATIC VEHICLE LOCATOR SYSTEM IN OUR BUSES. WITH THE INTRODUCTION OF OUR NEW CAD/AVL SYSTEM, WE WILL BE ABLE TO PROVIDE A LIST OF UPCOMING STOPS TO THE OPERATOR TO ASSIST IN ANNOUNCEMENTS. THE STOP ANNUNCIATOR AND SCHEDULE DATA IS HOUSED ON THE BUS AND WILL ENSURE CONTINUITY FOR STOP CALLING IN THE EVENT THAT A 'TIS CONNECTION FROM THE CENTRAL SYSTEM OCCURS. WHEN EXTRA BUSES ARE PUT INTO SERVICE TO COVER AN ISSUE, OUR CURRENT SYSTEM DOES NOT PROVIDE THE ABILITY TO HAVE THE ANNUNCIATOR FUNCTIONING. WITH OUR NEW CAD/AVL SYSTEM, WE HE WILL BE ABLE TO ADD ADDITIONAL BUSES TO A ROUTE AND MAINTAIN COMPLIANCE URNDZ THE ACCESSIBILITY FOR ONTARIO ACT FOR THE CALLING OF STOPS. IN JANUARY 2025, HSR OPERATIONS IMPLEMENTED GENERAL TRANSIT FEED SPECIFICATION OR GTFS NOTIFICATIONS. THIS ALLOW US TO COMMUNICATE WITH OUR CUSTOMERS IN REALTIME HAD A ROUTE IS IMPACTED AND REQUIRES A CHANGE TO ITS NORMAL COURSE. THE NEW INFORMATION IS SHARED TO THIRD PARTY APPLICATIONS THROUGH GOOGLE AND PROVIDE INFORMATION ABOUT THE DISRUPTION. THE NEW CAD/AVL IS LIKELY TO PROVIDE EVEN MORE ENHANCEMENTS TO THIS INITIATIVE. WHEN OPERATORS APPROACH BUS STOPS, THEY ARE TRAINED TO ENSURE THE LOCATION SAFE TO A LIGHT, EVEN IN POOR WEATHER CONDITIONS AND ARE REQUIRED TO REPORT ANY DWIEFICIENCIES HE BED WITH THE STOP LOCATION TO OUR CONTROL ROOM. OUR OPERATORS ARE READY TO SUPPORT CUSTOMERS WHO REQUIRE ADDITIONAL ASSISTANCE WITH TAPPING THEIR PRESTO CARD AND OFFER ING HELP TO NAVIGATE THEIR WAY THROUGH THE FRONT DOORS, AND WILL ALWAYS ACKNOWLEDGE THE USE OF THE REAR DOORS IF REQUESTED. THANK YOU FOR THE OPPORTUNITY TO SHARE THIS INFORMATION ABOUT OUR OPERATIONS AT HHSR. >> THANK YOU, JASON, FOR THE OVERVIEW OF THE TRAINING AND OPERATIONAL PRACTICES THAT HELP ENSURE ACCESSIBILITY ON OUR BUSTLES. NEXT WE'RE GOING TO HEAR FROM JEFF ELLIS, MANAGER OF FLEET MAINTENANCE. JEFF WILL PROVIDE US WITH AN UPDATE ON THE ONGOING FLEET IMPROVEMENTS THAT SUPPORT ACCESSIBILITY FOR ALL TRANSIT USERS. THANK YOU, JEFF. >> THANKS, KYLE. GOOD EVENING, EVERYBODY. MY NAME IS IT JEFF ELLIS, AND I'M ONE OF THE MANAGERS RESPONSIBLE FOR TRANSIT -- SORRY, I'M RESPONSIBLE FOR TRANSIT FLEET MAINTENANCE AT THE HSR. THANK YOU FOR THE OPPORTUNITY TO PROVIDE AN UPDATE ON SOME OF THE WORK OUR MAINTENANCE TEAM HAS BEEN DOING TO SUPPORT ACCESSIBILITY ACROSS OUR TRANSIT SYSTEM. A LOT OF OUR WORK HAPPENS BEHIND THE SCENES, BUT IT HAS A DIRECT IMPACT ON OUR RIDERS. OUR RESPONSIBILITY IS NOT ONLY TO KEEP BUSES ON THE ROAD, BUT TO MAKE SURE YOU THAT THEY ARE SAFE, CLEAN, HE RELIABLE AND ACCESSIBLE FOR THE PEOPLE WHO DEPEND ON THEM EVERYDAY. HSR'S JOURNEY TOWARDS A MORE ACCESSIBLE FLEET BEGAN IF 1996 WITH THE PURCHASE OF OUR FIRST LOW-FLOOR BUSES. BY 2008 OUR FIXED ROUTE FLEET HAD BECOME 100% ACCESSIBLE. THAT WAS AN IMPORTANT MILESTONE, BUT MAINTAINING AN ACCESSIBLE FLEET REQUIRESEN GOING ATTENTION. THE EQUIPMENT MUST BE REGULARLY INSPECTED, TESTED, REPAIRED TO MAKE SURE THAT IT CONTINUES TO WORK AS INTENDED. OUR MAINTENANCE TEAM IS RESPONSIBLE FOR FEATURES SUCH AS RAMPS, KNEELING SYSTEMS, WHEELCHAIR SECUREMENT AREAS, STOP REQUESTS AND STOP HE REQUEST SYSTEMS. THESE FEATURES NEED TO OPERATE EVERYDAY. A RASP THAT DOES NOT DEPLOY OR A KNEELING SYSTEM THAT DOES NOT FUNCTION CAN PREVENT SOMEONE FROM USING THE SERVICE. WHEN A CONCERN IS REPORTED, OUR TEAM WORKS TO INSPECT AND REPAIR IT AS QUICKLY AS POSSIBLE. PROVIDING RIDERS WITH ACCURATE INFORMATION IS ANOTHER PART OF AN ACCESSIBLE TRANSIT SYSTEM. OUR BUSES ARE EQUIPPED WITH EXTERIOR DESTINATION SIGNS, INTERIOR DISPLAYS AND AUDIBLE STOP ANNOUNCEMENTS. THESE SYSTEMS HELP RIDERS CONFIRM THEY'RE BOARDING THE CORRECT BUS AND KNOW WHEN THEY HAVE REACHED THEIR STOP. THIS IS ESPECIALLY IMPORTANT FOR RIDERS WITH VISUAL, HEARING AND COGNITIVE DISABILITIES. WE'RE ALSO FINALIZED AND CORRECTING COMPUTER-AID AED DISPATCH AND AUTOMATIC VEHICLE LOCATION SYSTEM COMMONLY KNOWN AS CAD-AVL. THESE IMPROVEMENTS WILL PROVIDE MORE RELIABLE VEHICLE TRACKING, SERVICE INFORMATION AND ON BOARD ANNOUNCEMENTS. THEY'LL ALSO GIVE OUR OPERATIONS STAFF BETTER TOOLS TO MONITOR SERVICE AND RESPOND TO ISSUES WHEN THEY ARISE. THE PHYSICAL LAY OUT OF THE BUS IS EQUALLY AS IMPORTANT. PRIORITY SEATING AND OP OH FLOOR SPACE PROVIDE ROOM FOR RIDERS USING WHEEL CHAIRS, WALKERS AND OTHER MOBILITY DEVICES. WHILE ALSO SUPPORTING THOSE TRAVELING WITH STROLLERS AND OTHER EQUIPMENT. AS NEW BUSES ARE INTRODUCED INTO THE FLEET, ACCESSIBILITY REMAINS PART OF THE OTT SDIN AND INSPECTION PROCESS. -- OF THE DESIGN AND INSPECTION PROCESS. OUR TEAM FIRST CONFIRMS THE ACCESSIBILITY EQUIPMENT AND PASSENGER INFORMATION SYSTEMS ARE OPERATING PROPERLY. FEEDBACK FROM RIDERS AND EMPLOYEES ALSO HELPS US IDENTIFY CONCERNS AND DETERMINE WHETHER CHANGES ARE NEEDED ELSEWHERE IN THE FLEET. ADDRESSING THESE ISSUES REQUIRES MAINTENANCE OPERATIONS, PLANNING AND OUR FRONTLINE EMPLOYEES TOWY WOULD TOGETHER. -- TO WORK TOGETHER. AT THE END OF THE DAY, ACCESSIBILITY IS ABOUT MAKING SURE EVERYONE CAN USE OUR TRANSIT SYSTEM SAFELY, CONFIDENTLY AND INDEPENDENTLY. AWY WOULDING RAMP, A CLEAR STOP OR AN ACCURATE DISPLAY MAY SEEM LIKE A SMALL PART OF THE BUS, BUT IT CAN MAKE A REAL DIFFERENCE IN SOMEONE'S TRIP. OUR MAINTENANCE TEAM IS PROUD OF THE ROLE WE PLAY. WE'LL CONTINUE LISTENING TO FEEDBACK, ADDRESSING CONCERNS ANDWY WOULDING WITH OUR PARTNERS ACROSS HSR TO MAKE TRANSIT MORE ACCESSIBLE AND DEPENDABLE FOR EVERYONE. THANK YOU. >> THANK YOU, JEFF. IT'S ENCOURAGING TO SEE HOW HSR CONTINUES TO EVOLVE TO MEET THE HE NEEDS OF ALL OUR PASSENGERS BEHIND THE SCENES. NEXT WE'LL HEAR FROM CATHERINE PIZZACALLA, SUPERVISOR OF TRANSIT SUPPORT SERVICES. CATHERINE WILL BE DISCUSSING OUR FARE POLICIES AND PROVIDE INFORMATIONEN FARE ASSIST PROGRAM AND PRESTO. KATHERINE. >> HI, EVERYONE. I'M KATHERINE PIZZACALLA, AND I'M THE MANAGER OF TRANSIT SUPPORT SERVICES. IT'S MILL FIRST TIME BEING AT THIS EVENT SO VERY HAPPY TO BE WITH YOU ALL THIS EVENING. MY TEAM'S RESPONSIBLE FOR FARE REVENUE, WHICH INCLUDES PRESTO PAYMENT SYSTEM AND ALSO INCLUDES THE CUSTOMER SERVICE CENTRE AT THE GO STATION. I'M HAPPY TO SHARE SOME UPDATES RELATED TO FARE TODAY. AS MANDATED UNDER THE AO DA THERE'S FULL FARE PARITY BETWEEN CONVENTIONAL AND SPECIALIZED TRANSIT. THE SAME FARES AND CONCESSIONS ARE OFFERED ON BOTH DARTS STREAKS AND ON OUR HSR BUSES. IN ADDITION, SUPPORT PERSONS ARE NOT CHARGED A FARE. WHEN USING YOUR PRESTO CARD, CUSTOMERS PAY THE LOWEST POSSIBLE FARE AND CAN TRAVEL SEAMLESSLY BETWEEN SERVICES, INCLUDING TO OTHER TRANSIT AGENCIES. THIS SEAMLESS TRAVEL MEANS YOU WILL ONLY PAY ONE FARE TO COMPLETE YOUR JOURNEY WITHIN WITH THE TWO-HOUR TRANSFER WINDOW. FOR EXAMPLE, IF YOU WERE TO BOARD A DARTS OR HSR VEHICLE AND MAKE YOUR WAY TO THE HAMILTON GO STATION AND THEN BOARD A GO BUS, YOUR GO FARE WILL BE REDUCED BY THE FARE YOU ALREADY PAID ON DARTS OR THE HSR. THE REVERSE TRIP WILL ALSO WORK IN THE SAME WAY. USING YOUR PRESTO CARD, YOU CAN ALSO TRAVEL TO BURLINGTON TRANSIT AT NO ADDITIONAL COST WITHIN THE TRANSFER WINDOW. HSR CONTINUES TO HAVE SOME OF THE LOWEST FEARS IN THE GREATER TORONTO AND HAMILTON AREA. THIS YEAR THERE WAS NO ADDITIONAL FARE INCREASE. ADULT-BASED FARE CONTINUES TO BE $2.85 WITH ADDITIONAL DISCOUNT AVAILABLE BASED ON AUDITOR GENERAL AND INCOME. OUR FARE ASSIST PROGRAMS PROVIDES HAMILTON RESIDENTS WITH HOUSEHOLD INCOMES BELOW THE LOW INCOME MEASURE A 50% DISCOUNT ON SINGLE RIDE PRESTO FARES FOR THEMSELVES AND THEIR FAMILIES. AT THE END OF 2025, COUNCIL VOTED TO MAKE FARE ASSIST PERMANENT AND TO INCREASE THE DISCOUNT PROVIDED FROM 30% TO 50% BEGINNING JANUARY 1st, 2026. INSTEAD OF PAYING $2.85 FOR AN ADULT SINGLE RIDE, USING YOUR PRESTO CARD YOU WOULD PAY $1.43. THE SAME APPLIES FOR YOUTH AND SENIOR SINGLE RIDES. IN 2026 WE'VE SEEN SIGNIFICANT GROWTH IN THE PROGRAM. SO FAR THIS YEAR WE HAVE HAD NEARLY 700,000 TRIPS TAKEN UNDER THE FARE ASSIST PROGRAM AND HE WE ANTICIPATE TO SEE MORE AT THAT POINT A MILLION TRIPS THIS YEAR. FOR MORE INFORMATION ON THE APPLICATION PROCESS OR TO GET STARTED, PLEASE VISIT HSR'S WEBSITE. THANK YOU. >> THANK YOU, KATHERINE FOR THE DETAILS EXPLANATION OF OUR FARE POLICIES AND PROGRAMS. NEXT WE'LL HEAR FROM SEBASTIAN STULA, SENIOR PROJECT MANAGER SPEAKING FOR TRANSIT SCHEDULING AND INFRASTRUCTURE. WELCOME, SEBASTIAN. >> THANK YOU. GOOD EVENING, EVERYONE. THANK YOU FOR HAVING ME TODAY AND FOR GIVING ME THE OPPORTUNITY TO PROVIDE AN UPDATE ON THE HSR'S BUS STOP INFRASTRUCTURE AND SOME OF THE WORK WE HAVE BEEN DOING TO IMPROVE ACCESSIBILITY ACROSS THE SYSTEM. I'M SEBASTIAN STULA, SENIOR PROJECT MANAGER WITH THE TRANSIT INFRASTRUCTURE GROUP. OUR GROUP IS RESPONSIBLE FOR TRANSIT SCHEDULING, AS WELL AS THE PLANNING, MAINTENANCE AND IMPROVEMENTS OF HSR ON-STREET INFRASTRUCTURE AT BUS STOPS. I I THOUGHT I'D START WITH SOME NUMBERS TO GIVE YOU YOU A SENSE OF THE SIZE OF THE SYSTEM THAT WE'RE RESPONSIBLE FOR. TODAY HSR HAS 2,387 PHYSICAL BUS STOPS. OF THOSE, 1,597 ARE CURRENTLY CONSIDERED ACCESSIBLE AND MEET OUR ACCESSENT FOR ONTARIO ANS WITH DISABILITY ACT DESIGN REQUIREMENTS. THAT IS AN INCREASE OF 24 ACCESSIBLE STOPS FROM LAST YEAR. THAT MEANS THAT APPROXIMATELY TWO-THIRDS OF OUR BUS STOP INVENTORY CURRENTLY MEETS OUR ACCESSIBILITY REQUIREMENTS. WE ALSO HAVE 790 STOPS THAT ARE NOT CURRENTLY CONSIDERED ACCESSIBLE. THERE ARE A NUMBER OF REASONS FOR THIS. SOME ARE IN RURAL AREAS WHERE WHERE THERE ARE SIGNIFICANT PHYSICAL CONSTRAINTS. OTHERS ARE IN AN INDUSTRIAL OR BUSINESS AREAS, OR IN OLDER PARTS OF THE CITY WHERE THERE IS VERY LIMITED FACE WITHIN THE EXISTING SIDEWALK OR ROAD ALLOWANCE. AND SOME SIMPLY HAVEN'T REACHED THE POINT IN OUR PROGRAM WITH WHERE THEY CAN BE UPGRADED. THE LAST POINT IS IMPORTANT BECAUSE AN INACCESSIBLE STOP IS NOT NECESSARILY A STOP WHERE WHERE WE HAVE DECIDED SHOULD REMAIN INACCESSIBLE. IN MANY CASES, IT'S A LOCATION WHERE WE STILL NEED TO FIND THE RIGHT OPPORTUNITY THROUGH DESIGN OR A PHYSICAL SOLUTION TO MAKE THE STOP ACCESSIBLE. THERE ARE SEVERAL WAYS THAT WE ARE WORKING TOWARDS IMPROVING ACCESSIBILITY. ONE OF YOU THE MOST DIRECT IS IT THROUGH OUR ANNUAL BUS STOP LANDING PAD PROGRAM. IN 2026 WE UPGRADED 21 STOPS IN VARIOUS PARTS OF THE CITY. WE'RE CURRENTLY LOOKING TO DEVELOP THE PROGRAM FOR 2027 AND ARE TENTATIVELY LOOKING AT APPROXIMATELY 50 STOPS FOR IMPROVEMENTS NEXT YEAR. THESE PROJECTS CAN INVOLVE CONSTRUCTING OR IMPROVING CONCRETE LANDING AREAS AT THE STOP, IMPROVING CONNECTIONS TO THE SIDEWALKS, ADDRESSING GRADES OR OTHER PHYSICAL BARRIERS. AND MAKING SURE THAT THERE IS ADEQUATE SPACE FOR PASSENGERS TO SAFELY BOARD AND EXIT THE BUS. ANOTHER OPPORTUNITY COMES THROUGH THE REHABILITATION OR CONSTRUCTION OF OUR TRANSIT TERMINALS. FOR EXAMPLE, CONSTRUCTION IS NOW UNDERWAY ON THE NEW LIME RIDGE TERMINAL, WHICH IS IT TARGETED TO BE COMPLETED AND ACTIVATED IN 2027. PROJECTS LIKE THIS GIVE US THE OPPORTUNITY TO CONSIDER ACCESSIBILITY FROM THE BEGINNING OF THE DESIGN RATHER THAN TRYING TO RETRO FIT AN EXISTING FACILITY LATER. WE ALSO WORK CLOSELY WITH OUR COLLEAGUES IN ACTIVE TRANSPORTATION AND CIVIL ENGINEERING WHEN THEY'RE DESIGNING AND CONSTRUCTING NEW SIDEWALKS, MULTI USE PATHS AND OTHER TRANSPORTATION INFRASTRUCTURE. OUR GOAL IS TO MAKE SURE THAT TRANSIT ACCESSIBILITY IS CONSIDERED AS PART OF THOSE PROJECTS AND NOT AS SOMETHING THAT IS ADDRESSED AFTER CONSTRUCTION IS FINISHED. A GOOD EXAMPLE OF THE WORK COMPLETED THIS YEAR IS A MULTI USE PATH ALONG THE NORTH SIDE OF LIME RIDGE ROAD BETWEEN UPPER KENILWORTH AVENUE AND THE ESCARPMENT RAIL TRAIL. THE NEW MULTI USE PATH PROVIDED OPPORTUNITIES TO UPGRADE THE BUS STOP ON LIME RIDGE ARE AT UPPER KENILWORTH TO A MORE MODERN AND PINT GRATED DESIGN. WE'RE ALWAYS LOOKING FOR OPPORTUNITY TO CREATE PEDESTRIAN CONNECTIONS BETWEEN STOPS THAT PREVIOUSLY EXISTED AS STAND ALONE BUS PADS WITHOUT AN ACCESSIBLE CONNECTION TO THE SURROUNDING PEDESTRIAN NETWORK. THAT CONNECTION IS THE KEY PART OF ACCESSIBILITY. AN ACCESSIBLE LANDING PAD DOESN'T PROVIDE MUCH BENEFIT IF THE PERSON USING A MOBILITY DEVICE OR PERSON WITH A VISUAL IMPAIRMENT OR SOMEONE WITH ANOTHER ACCESSIBILITY NEED CANNOT SAFELY GET TO THE STOP IN THE FIRST PLACE. ANOTHER AREA OF OUR WORK IS INSPECTING THE EXISTING STOPS AND LOOKING FOR ACCESSIBILITY ISSUES THAT DEVELOP OVER TIME. WE HAVE THOUSANDS OF BUS STOP LOCATIONS, AND CONDITIONS CAN CHANGE AFTER THE ORIGINAL INFRASTRUCTURE IS INSTALLED. SOMETIMES IT IS SOMETHING RELATIVELY OBVIOUS , SUCH AS HE DETERIORATION OR AN OBSTRUCTION. OTHER TIMES THE ISSUE CAN BE CREATED BY CONSTRUCTION OR CHANGES TO THE SURROUNDING PEDESTRIAN ENVIRONMENT. AFTER CONSTRUCTION PROJECTS ARE COMPLETED, OUR STAFF TYPICALLY REVISITS THE BUS STOPS WITHIN THE PROJECT AREAS TO MAKE SURE THAT THE FINISHED WORK HAS NOT INTRODUCED ANY NEW ACCESSIBILITY BARRIERS. FOR EXAMPLE, A NEW SIDEWALK MAY TECHNICALLY MEET REQUIREMENTS, BUT YOU A BENCH, A SIGN, A WASTE OR ANOTHER AMENITY COULD END UP REDUCING THE CLEAR PATHWAY AVAILABLE TO PEDDLES. WHEN WHEN WE IDENTIFY SOMETHING LIKE THAT, WE WORK TO RELOCATE OR REMOVE THE OBSTRUCTION SO THAT THE PEDESTRIAN ROUTE REMAINS ACCESSIBLE. THIS IS AN AREA WHERE HOW SOMETHING FUNCTIONS IN THE REAL WORLD CAN BE JUST AS IMPORTANT AS HOW IT LOOKSEN THE DESIGN DRAWING. LIGHTING IS ANOTHER IMPORTANT CONSIDERATION FOR US. OUR STAFF PERIODICALLY REVIEW LIGHTING CONDITIONS AT BUS STOPS AND IDENTIFY LOCATIONS WHERE LIGHTING ISN'T ADEQUATE. WHEREVER POSSIBLE, WE HE REQUEST THAT EXISTING LIGHTING BE REPAIRED OR ADDITIONAL LIGHTING BE PROVIDED. HOWEVER, THERE ARE LOCATIONS ARE WHERE PROVIDING CONVENTIONAL STREET LIGHTING MAY BE DIFFICULT OR NOT PRACTICAL. LAST YEAR WE STARTED TESTING SOLAR POWERED LIGHTING AT A SMALL NUMBER OF STOPS AS PROOF OF CONCEPT. THE TESTING HASN'T BEEN COMPLETELY STRAIGHTFORWARD. THERE'S BEEN SOME CONSTRUCTION DELAYS THAT AFFECTED ONE OF THE LOCATIONS. ANOTHER LOCATION EXPERIENCED PHYSICAL DAMAGE DURING A HIGH WIND CONDITIONS, AND THAT UNIT HAD TO BE REPLACED. THAT'S ACTUALLY ONE OF THE REASON ARES WHY WE TEST THESE TYPES OF SOLUTIONS BEFORE EXPANDING THEM ACROSS THE SYSTEM. WE WANTET TO SEE HOW THEY PERFORM IN THE ENVIRONMENT THROUGH A FULL FALL AND WINTER SEASON, AND DETERMINE WHETHER ANY MODIFICATIONS ARE REQUIRED, AND THEN ASSESS WHETHER SOLAR LIGHTING IS A VIABLE SOLUTION AT ADDITIONAL LOCATIONS. ULTIMATELY, IMPROVING ACCESSIBILITY ACROSS THE SYSTEM WITH ALMOST 2,400 BUS STOPS IS A LONG-TERM PROCESS. WE HAVE MADE PROGRESS, BUT WE'RE ALSO RECOGNIZING THERE'S STILL A SIGNIFICANT NUMBER OF STOPS WHERE ACCESSIBILITY NEEDS TO BE IMPROVED. OUR ROLE IS TO CONTINUE IDENTIFYING THOSE BARRIERS, FINDING OPPORTUNITIES TO ADDRESS THEM, AND MAKING SURE ACCESSIBILITY HE REMAINS PART OF THE CONVERSATION WHEN NEW INFRASTRUCTURE IS PLANNED OR EXISTING INFRASTRUCTURE IS RENEWED. SO I WANT TO THANK YOU, THOSE OF YOU WHO HAVE COME OUT TODAY, AND THE INDIVIDUALS WHO ARE VIEWING ONLINE FOR YOUR PARTICIPATION, AND THE OPPORTUNITY TO SHARE SOME OF THE THINGS THAT WE'RE DOING AT THE HSR. WE STILL HAVE A LOT OF WORK AHEAD OF US, BUT OUR GOAL IS TO CONTINUE MAKING THE TRANSIT SYSTEM MORE ACCESSIBLE. ONE STOP AND ONE PROJECT AT A TIME. THANK YOU. >> THANK YOU, SEBASTIAN FOR THAT THOROUGH OVERVIEW. WE'RE GOING TO SHIFT OUR FOCUS OVER TO ACCESSIBLE TRANSPORTATION SERVICES. SO I'D LIKE TO INTRODUCE MICHELLE MARTIN, MANAGER OF ACCESSIBLE TRANSIT SERVICES, WHO Mr. SPEAK ABOUT HOW WE PROVIDE SPECIALIZED TRANSIT SERVICES AND CONTINUE TO SUPPORT OUR CUSTOMERS. WELCOME, MICHELLE. >> THANK YOU, KYLE, AND HELLO, EVERYONE. THANK YOU VERY MUCH FOR COMING. THANK YOU TO THOSE WHO ARE WATCHING FROM HOME. I'LL BEGIN WITH A QUICK OVERVIEW OF ACCESSIBLE TRANSPORTATION SERVICES SO THAT EVERYONE IS AWARE OF THE SERVICES AND HOW HE WILL ELIGIBLE PERSONS CAN ACCESS THEM. ACCESSIBLE TRANSPORTATION SERVICES ARE AVAILABLE TO PERSONS WHO DUE TO PHYSICAL OR FUNCTIONAL LIMITATIONS ARE UNABLE TO USE FIXED-ROUTE HSR PUBLIC TRANSIT. SO THIS IS IMPORTANT. IT'S NOT JUST PHYSICAL LIMITATIONS. IT IS OTHER FUNCTIONAL LIMITATIONS DUE TO DISABILITY OR MEDICAL CONDITION, INCLUDING INVISIBLE STABILITIES. SO BASED ON INFORMATION ON TANED THROUGH THE ACCESSIBLE TRANSPORTATION SERVICES APPLICATION PROCESS, ACCESSIBLE TRANSPORTATION SERVICES DETERMINES ELIGIBILITY AND REASONABLINGS PASSENGERS FOR DOOR-TO-DOOR SHARED RIDE TRANSIT SERVICE PROVIDED BY OUR CONTRACTOR DARTS, AND FOR TAXI SCRIP. ACCESSIBLE TRANSPORTATION SERVICES ALSO PROVIDES ONGOING CUSTOMER CARE. WE CONTRACT TO A VENDOR, DARTS, WHICH PROVIDES NOT JUST THE DOOR-TO-DOOR SHARED RIDE SERVICES, BUT ALSO RESERVATIONS AND DISPATCH. ELIGIBILITY FOR SERVICE INCLUDES ALL DISABILITIES THAT MAY PREVENT THE USE OF THE HSR, NOT ONLY PHYSICAL ONES, AS I MENTIONED EARLIER. SO IF SOMEONE WISHES TO APPLY FOR ACCESSIBLE TRANSPORTATION SERVICES, IT IS IMPORTANT TO USE THE MOST UP YOU TO DATE VERSION OF THE OTT FORM WHICH HAD YOU CAN FIND ON THE CITY OF HAMILTON WEBSITE F YOU'RE HAVING TROUBLE ACCESSING THE FORM, PLEASE CALL ATS AT 905-529-1212 AND A CUSTOMER SERVICE REPRESENTATIVE CAN EITHER E-MAIL YOU THE LINK OR MAIL YOU A HARD COPY. IF YOU REQUIRE AN ALTERNATIVE ACCESSIBLE FORMAT, PLEASE LET US KNOW AND WE'LL ACCOMMODATE YOU. THE APPLICATION FORM HAS TWO PARTS: ONE FOR THE APPLICANT TO COMPLETE, AND A SECOND PART MUST BE COMPLETED BY A REGULATED HEALTH PROFESSIONAL. THE TAXI SCRIP PROGRAM PROVIDES A 40% DISCOUNT ON LOCAL TAXI TRIPS THROUGH THE PURCHASE OF BOOKLETS OF TAXI SCRIPST BOOKLETS ARE WORTH $40 AND ELIGIBLE PERSONS ONLY PAY $24 PER BOOKLET AND ARE ALLOWED TO PURCHASE UP TO 3 BOOKLETS PER MONTH. SO LET'S TALK A LITTLE BIT ABOUT THE SHARED RIDE TRANSIT SERVICE. A SHARED RIDE TRANSIT CTVS MEANS PASSENGERS ARE NOT ALWAYS THE ONLY PERSON ON BOARD, AND JUST LIKE PLANNING A CONVENTIONAL TRANSIT TRIP, YOU NEED TO ALLOW ADEQUATE TIME TO REACH THEIR DESTINATION. AS THEY MAY BE ON BOARD FOR UP TO ONE HOUR. THE DARTS VEHICLE MAY ARRIVE BETWEEN 15 MINUTES BEFORE OR 15 MINUTES AFTER THE PICKUP TIME REQUESTED. DRIVERS CANNOT WAIT MORE THAN 5 MINUTES FOR PASSENGERS TO BE READY TO LEAVE, DUE YOU TO THE OTHER TRIPS THAT ALSO MUST BE DELIVERED. DARTS DRIVERS ACCOMPANY PASSENGERS FROM DOOR-TO-DOOR AND WILL PUSH MANUAL WHEEL CHAIRS, BUT THEY DO NOT ASSIST WITH PHYSICAL TRANSFERS ON TO VEHICLE SEATS, FOR EXAMPLE. THEY DON'T PROVIDE MY ON-BOARD CARE, FOR EXAMPLE. THEY DO NOT MONITOR OR LOOK AFTER ANY MEDICATION OR MEDICAL EQUIPMENT. THEY DO NOT ASSIST PASSENGERS BEYOND THE ACCESSIBLE ENTRANCE OF THEIR DESTINATION. SO DARTS DRIVERS, FOR EXAMPLE, DO NOT UNLOCK PEOPLE'S FRONT DOORS OR ENTER THE HOME TO PROVIDE ANY OTHER ASSISTANCE OR BRING THEM FURTHER THAN THE DOORSTEP. IN THESE CASES A SUPPORT PERSON MAY BE REQUIRED FOR FURTHER ASSISTANCE. ONE SUPPORT PARTNER MAY TRAVEL ON DARTS VEHICLES FOR FREE WITH A REGISTERED PASSENGER. MEDICAL CERTIFICATION FOR A SUPPORT PERSON MUST BE REGISTERED IN ADVANCE WITH ACCESSIBLE TRANSPORTATION SERVICES. TYPICALLY THIS IS PROVIDED ON THE APPLICATION FORM, ALTHOUGH IT CAN BE PROVIDED AS AN UPDATE TO A PERSON'S PROFILE AFTERWARDS. AND THE SUPPORT PERSON MUST BE CAPABLE OF MEETING THE NEEDS OF THE PERSON WITH THE DISABILITY DURING TRAVEL AND/OR AT THEIR DESTINATION. PASSENGERS WHO REGISTER AS REQUIRING A SUPPORT PERSON AT ALL TIMES MUST BE ACCOMPANIED FOR ALL TRIPS AND MAY NOT TRAVEL ALONE ON DARTS VEHICLES. IF THERE'S A SAFETY RISK TO THE PASSENGER BEING LEFT ALONE ACCESSIBLE TRANSPORTATION SERVICES MAY REASONABLING THE PASSENGER AS DO NOT LEAVE UNATTENDED. THIS MEANS THE PASSENGER MAY TRAVEL INDEPENDENTLY ON THE DARTS VEHICLE; HOWEVER, A CAPABLE PERSON MUST BE AT EVERY DESTINATION TO RECEIVE THE PASSENGER. FOR MORE INFORMATION ABOUT ACCESSIBLE TRANSPORTATION SERVICES AND DARTS, PLEASE PICK UP A USER GUIDE. WE HAVE SOME AT THE BACK. OR IF WE RUN OUT, PLEASE CALL ACCESSIBLE TRANSPORTATION SERVICES AT THE PHONE NUMBER 905-529-1212 OR E-MAIL US AT ATS@HAMILTON.CA. WE HE Mrs. HAVE SOME INFORMATION AT THE BACK ABOUT THE FARE STIFF PROGRAM. AND JUST TO LET EVERYONE KNOW, AN INFORMATION PACKAGE IS IT MAILED OUT TO ALL NEW CUSTOMERSEN SERVICE OR PROVIDED ELECTRONICALLY IF THAT IS THE PREFERENCE. YOU CAN FIND INFORMATION ABOUT ACCESSIBLE TRANSPORTATION SERVICES, INCLUDING THE MOST UP YOU TO DATE VERSION OF THE APPLICATION FORM ON THE CITY OF HAMILTON WEBSITE. AS WITH EARLIER YEARS, IN 2026 SO FAR, THE BIGGEST DRIVERS OF COMPLAINTS TO OUR SECTION HAVE BEEN IN THE SERVICE PERFORMANCE CATEGORY. SO THIS CATEGORY INCLUDES COMPLAINTS WHERE WHERE THE SERVICE AS PERFORMED DID NOT MEET CUSTOMER EXPECTATIONS. INCLUDING COMPLAINTS ABOUT PICK UP OR DROP OFF TIME OUTSIDE OF THE PICK UP WINDOW, CALL RETURN WAIT TIME, ADDRESS, DATE OR TIME ERRORS, MISSED TRIPS OR SCHEDULED TIME ON BOARD. OVERALL, ACCESSIBLE TRANSPORTATION SERVICES HAS RECEIVED 2.9 VALID COMPLAINTS PER THOUSAND TRIPS SO FAR IN 2026, WHICH IS SLIGHTLY HIGHER THAN THE AVERAGE 2 COMPLAINTS PER THOUSAND TRIPS FOR LARGE SYSTEMS AS FOUND IN THE CANADIAN URBAN TRANSIT ASSOCIATION SPECIALIZED TRANSIT GUIDE. WE HAVE ALSO RECEIVED JUST UNDER ONE COMMENDATION PER THOUSAND TRIPS. PLEASE CONTINUE TO CALL IN YOUR FEEDBACK TO US AT ACCESSIBLE TRANSPORTATION SERVICES. WE WE LOG AND TRACK COMPLAINTS AND COMMENDATIONS. COMPLAINTS ARE SENT TO THE CONTRACTOR DARTS FOR INVESTIGATION AND RESPONSE. OUR QUARTERLY STATISTICS, LIKE FEEDBACK, TRIP COUNT AND ON TIME PERFORMANCE ARE REPORTED TO THE ACCESSIBILITY FOR PERSONS WITH -- ACCESSIBILITY COMMITTEE FOR PARTNERS WITH DISABILITIES AND REPORTED ANNUALLY TO THE PUBLIC WORKS COMMITTEE. THESE REPORTS ARE ALL AVAILABLE ON THE CITY OF HAMILTON WEBSITE. ANYONE WHO IS LOOKING FOR A LINK TO ONE OR MORE OF THESE REPORTS CAN CONTACT ACCESSIBLE TRANSPORTATION SERVICES, AND WE WILL MAKE SURE TO SEND IT TO YOU. IN 2025, DARTS PROVIDED OVER 580,000 TRIPS WITH AN ON-TIME PERFORMANCE RATE OF ABOUT 98%, AND THIS TREND HAS CONTINUED SO FAR IN 2026. LAST YEAR, ACCESSIBLE TRANSPORTATION SERVICES RETURN READY TO ENFORCEMENT OF THE LATE CANCELLATION AND NO SHOW POLICY. AS JAMES MENTIONED EARLIER. AS A RESULT OF POLICY ENFORCEMENT, WE HAVE SEEN LATE CANCELLATIONS AND NO SHOW HES DECREASE BY ABOUT 4% YEAR-TO-DATE, JUNE 2026 COMPARED TO THE SAME PERIOD LAST YEAR. WHILE THERE ARE MANY PRESSURES THAT CAN CONTRIBUTE TO TRIP DENIAL RATES, ADDRESSING LATE CANCELLATIONS AND NO SHOWS WILL HELP ALLEVIATE THESE. THE TRIP DENIAL RATE CONTINUES TO HOVER AROUND 3% OF REQUESTED TRIPS, AND DARTS HAS ADVISED ACCESSIBLE TRANSPORTATION SERVICES THAT THEY ARE WORKING TO IMPROVE SCHEDULING EFFICIENCY. DART CALL CENTRE SERVICE LEVELS CONTINUE TO INCREASE GRADUALLY BY Q2 OF 2026. DARTS CALL CENTRE STAFF WERE ANSWERING ABOUT 75% OF CALLS WITHIN 5 MINUTES COMPARED TO THE 73% RATE OVERALL FOR 2025 AND UP FROM 68% IN 2024. IN EARLY 2026, McMASTER UNIVERSITY PRESENTED THEIR ANALYSIS OF OUR 2025 SURVEY RESULTS TO THE ACCESSIBILITY COMMITTEE FOR PERSONS WITH DISABILITIES. THE FULL REPORT IS POSTED TO THE AGENDA FOR THAT MEETING, AND IF ANYONE WITH WOULD LIKE A LINK TO THAT REPORT, PLEASE REACH OUT TO ACCESSIBLE TRANSPORTATION SERVICES. OVERALL, CUSTOMER SATISFACTION IS WAS REPORTED TO BE MIXED WITH HIGH SATISFACTION FOR KEY PERSONNEL, DRIVERS AND STAFF, AND LOW SATISFACTION WITH AVAILABILITY OF SERVICE AND WAITING/TRAVEL TIMES. SURVEY DATA WAS ALSO COLLECTED TO REVIEW SERVICE PRIORITIES ACROSS THE CITY, AS HSR AND ACCESSIBLE TRANSPORTATION SERVICES PLAN FOR FUTURE SERVICE. SAME DAY GUARANTEED TRIP BOOKING AND ACCESS TO A SCHEDULED COMMUNITY BUS TO COMMON LOCATIONS WERE PRIORITIES FOR RESPONDENTS ACROSS THE CITY. TRANSIT IS CONTINUING ITS COLLABORATION WITH McMASTER UNIVERSITIET THIS YEAR. WE HAVE RESEARCHERS FROM THE SCHOOL OF EARTH ENVIRONMENT AND SOCIETY WHO HAVE HELD FOCUS GROUPS TO UNCOVER THEIR EXPERIENCES USING DARTS AND THE TAXI SCRIP PROGRAM IN GREATER DEPTH THAN OUR SURVEY ALLOWS. THEY ALSO HELD INTERVIEWS WITH PEOPLE WHO DO NOT USE ACCESSIBLE TRANSPORTATION SERVICES TO UNCOVER WHY NOTTET AND TO LEARN ABOUT HOW THEY ARE TRAVELING, INCLUDING ABOUT THEIR USE OF THE HSR. I'D LIKE TO INTRODUCE Dr. LEA RAVENSBERGEN AND THEO COLLINS IF THEY WANT TO WAVE FROM McMASTER, WHO HAVE JOINED US THIS EVENING. AND YOU'RE ALSO WELCOME TO ASK THEM QUESTIONS LATER ABOUT THE RESEARCH. THIS RESEARCH WILL HELP US TO UNDERSTAND THE CURRENT EXPERIENCES OF PEOPLE WITH DISABILITIES WHO USE TRANSIT AND TO LEARN HOW BEST TO MEET THEIR NEEDS AND ENSURE A SEAMLESS JOURNEY, WHATEVER TRANSIT SERVICE THEY USE. THIS WORK WILL INCLUDE ONGOING CONSULTATION WITH THE ACCESSIBILITY COMMITTEE FOR PERSONS WITH DISABILITIES AND WE ARE GRATEFUL TO THE COMMITTEE FOR THE INPUT THEY ARE PROVIDED SO FAR. TRANSIT LOOKS TO INTRODUCE MORE FLEXIBILITY AND TRAVEL OPTION S FOR ACCESSIBLE TRANSPORTATION SERVICES CUSTOMERS IN THE COMING YEARS. WE WERE ALSO FORTUNATE TO WORK WITH MASTER PLANNING STUDENTS FROM TORONTO METROPOLITAN UNIVERSITY, WHO SURVEYED HSR MANAGERS AND OTHER TRANSIT PROVIDERS ACROSS THE COUNTRY TO REPORT BACK TO US ABOUT HOW BEST TO MEET THE NEEDS OF NEURO DIVERSE PASSENGERS. THEIR FINDINGS WILL BE INFORMING THE WAYFINDING PROJECT THAT MANAGER ALI SABOURIN SPOKE ABOUT IN HER UPDATE FROM THE CUSTOMER EXPERIENCE AND INNOVATION SECTION. ALONG WITH OTHER ASPECTS OF SERVICE PLANNING, WHICH MANAGER NICK CHALOUX YOU WILL TALK ABOUT IN HIS STRATEGIC PLANNING UPDATE. WE'RE VERY EXCITED ABOUT LEARNING FROM BOTH TORONTO METROPOLITAN UNIVERSITY RESEARCHERS AND McMASTER UNIVERSITY RESEARCHERS AND HOPEFULLY PLAYING A SMALL PART IN ENCOURAGING FUTURE RESEARCH INTO THE EXPERIENCE OF TRANSIT USERS WITH DISABILITIES. BEFORE I CLOSE, I WITH WOULD LIKE TO REMIND EVERYONE DARTS STAFF HAVE JOINED US TO SUPPORT ANSWERS TO ANY QUESTIONS YOU MAY HAVE ABOUT DARTS SERVICES IN THE QUESTION AND ANSWER PERIOD LATER. AND I'D LIKE TO REMIND CUSTOMERS TO REACH OUT TO ATS WITH YOUR FEEDBACK BY CALLING 905-529-1212, ATS@HAMILTON.CA. THANK YOU. >> THANK YOU, MICHELLE. IT'S CLEAR THAT THE ACCESSIBLE TRANSIT SERVICES TEAM IS WORKING HARD TO ENSURE THAT SPECIALIZED TRANSIT REMAINS RELIABLE AND RESPONSIVE TO THE NEEDS OF OUR COMMUNITY. NOW, NICK CHALOUX, MANAGER OF TRANSIT STRATEGY AND PLANNING WILL SHARE INSIGHTS INTO THE UPCOMING CHANGES IN OUR SERVICE STRUCTURE AND HOW WE'RE PLANNING FOR FUTURE GROWTH AND IMPROVEMENTS WITHIN THE TRANSIT NETWORK. NI NICK. >> THANK YOU, KYLE. I'M THE MANAGER OF TRANSIT STRATEGIC PLANNING FOR HSR, WHICH IS OUR NEWEST SECTION. WE'RE BUILT TO FOCUS INNEN SERVICE PLANNING AND LONG-TERM GROWTH. MY TEAM HANDLES OUR ANNUAL SERVICE PLANS, AS WELL AS OUR GROWTH PLANS LIKE HSR NEXT, WHICH YOU CAN SEE BEHIND ME, AND WE REPRESENT ALL OF HSR ON THE LIGHT RAIL TRANSIT PROJECT IN HAMILTON, WHICH CONTINUES TO ADVANCE. WE'RE ALSO DELIVERING THE INFRASTRUCTURE NEEDED FOR TRANSIT TO GROW. WHETHER THAT'S THE NEW BIRCH TRANSIT CENTRE OR MAINTENANCE AND STORAGE FACILITY IN THE LOWER CITY, THE UPGRADED TERMINAL NOW BEING BUILT AT LIMERIDGE OR THE NEW HUBS IDENTIFIED FOR GROWTH THROUGH HSR NEXT. 2026 WAS A BIT OF A QUIET YEAR FOR US. WE DID NOT HAVE ANY MAJOR SERVICE CHANGES AS COUNCIL DIRECTED A PAUSE TO CTVS INCREASES CALLED FOR IN HSR NEXT. ONE MAJOR PLANNED DISRUPTION THAT WE DID WORK THROUGH THIS YEAR WAS THAT MAIN AND OTTAWA WHERE WHERE LIGHT RAIL TRANSIT ACTIVITIES EARLY WORKS BECAME A FOCUS OF OUR PLANNING IN TERRELL 2 2026. WE MADE A DETOUR ROUTE THAT TRIED TO MAINTAIN ACCESSIBILITY TO THE AREA FOR RESIDENT AND VISITORS BY KEEPING LOCAL SERVICEN ON THE ONE KING AS CLOSE AS POSSIBLE TO THE ONE CLOSURE. KEEPING IT CLOSE WAS IMPORTANT FOR MAINTAINING ACCESSIBILITY AND ENSURING THAT HAMILTON WORKERS AND BUSINESSES STILL HAD ACCESS DURING DISRUPTION. THE OTHER MAJOR INITIATIVE FOR US IN 2026 WAS DEVELOPING OUR FIRST ANNUAL SERVICE PLAN. THIS IS A DOCUMENT THAT REVIEWS OUR SERVICE FOR THE YEAR PRIOR AND PROPOSES SERVICE CHANGES FOR THE YEAR FOLLOWING. OUR ANNUAL SERVICE PLAN PROCESS INCLUDES COMMUNITY CONSULTATION AND OUTREACH, AS WELL AS SIGNIFICANT TECHNICAL ANALYSIS. FOCUSSED ON UNDERSTANDING HOW WE IMPROVE ACCESSIBILITY ON THE NETWORK. STAFF REVIEWED PROPOSED CHANGES IN HSR NEXT FOR IMPACTS TO YOU ARE STANDARDS, THINGS LIKE OUR COVERAGE, HOW CLOSE A STOP IS TO WALK TO, AND ENGAGED OUR CUSTOMERS AND THE PUBLIC FOR FEEDBACK AND SUGGESTIONS ON THE CHANGES. AS A RESULT OF ALL OF THAT WORK, WE HE RECOMMENDED CHANGES TO ROUTES 12 WENT WORTH AND 27 UPPER JAMES FOR IMPLEMENTATION IN 2027. THESE ROUTES ARE GOING TO BE CHANGED SO THAT THE 27 UPPER JAMES DIRECTLY CONNECTS WITH HAMILTON GENERAL HOSPITAL IN THE LOWER CITY, WHILE ALSO PROVIDING MORE NORTH-SOUTH CONNECTIONS IN THE LOWER CITY WHILE WE BRING IN FUTURE ROUTES. IN ADDITION, WE'RE INTRODUCING NEW MY RIDE ON DEMAND TRANSIT ZONES IN MOUNT HOPE AND STONEY CREEK. THESE TWO NEW MY RIDE ZONES PROVIDE STOP TO STOP TRAVEL WITHIN THEIR SERVICE AREA EVERYDAY OF THE WEEK FROM 5 A.M. TO 2 A.M. THEY'RE REPLACING TRANSCAB SERVICE WITH A MY RIDE SERVICE THAT PROVIDES MORE SPONTANEOUS TRAVEL, NEW OPTIONS TO CONNECT IN YOUR COMMUNITY AND LARGER AND MORE COMFORTABLE VEHICLES THAN THE TAXI BASE SHUTTLE SERVICE. AT LAUNCH, HSR WILL WELCOME CUSTOMERS WITH DISABILITIES TO VOLUNTARILY TRY THE SERVICE. FOR AN ACCESSIBLE TRANSPORTATION SERVICES CUSTOMER TRAVELING WITHIN THE MY RIDE ZONES, AND ABLE TO TRAVEL INDEPENDENTLY TO THEIR NEAREST STOP, MY RIDE MAY OFFER ANOTHER OPTION TO DARTS OR THE TAXI SCRIP PROGRAM TO REACH IMPORTANT COMMUNITY AMENITIES ON YOUR SCHEDULE. AS WE PREPARE FOR THESE ZONES AND THIS NEW SERVICE TYPE, WE'RE PARTNERING AGAIN WITH McMASTER UNIVERSITY TO LEAD FOCUS GROUP RESEARCH, WHICH HAS ALREADY BEEN CONDUCTED AND APPEARS TO BE GOING QUITE WELL WITH A LOT OF INTEREST, TO UNDERSTAND HOW THIS SERVICE WILL BE PER STEVED BY THESE CUSTOMERS AND ENSURE THAT WE'RE LISTENING. AS THE SERVICE LAUNCHES, WE'LL PAIR IT WITH ON GOING CUSTOMER SURVEYING OF THE MY RIDE SERVICE TO KNOW THAT WE HEAR AND MRERN FROM OUR CUSTOMERS WITH DISABILITIES AS THEY VOLUNTARILY TRY THIS SERVICE. BY GATHERING THESE EXPERIENCES, WE'LL DELIVER AN INTEGRATED PILOT THAT MEET THE NEEDS OF OUR ACCESSIBLE COMMUNITY. FINALLY, STRATEGIC PLANNING IS INCORPORATING RECOMMENDATIONS FROM AN IMPORTANT REPORT DEVELOPED BY TORONTO METROPOLITAN UNIVERSITY STUDENTS, ECHOING MICHELLE, FOCUSSED ON NEURO INCLUSIVE TRANSIT SYSTEMS. THE TEAM WILL ADVOCATE FOR THE INCLUSION OF NEURO DIVERGENT NEEDS IN THE CITY OF HAMILTON'S NEXT TRANSPORTATION MASTER PLAN AND LOOK FORWARD TO INCLUDING NEURO FRIENDSLY DESIGN ELEMENTS IN OUR FUTURE HSR NEXT TRANSIT HUBS. WITH ALL THE CHANGES AHEAD, WE'LL BE WORKING WITH OUR CUSTOMER EXPERIENCE AND INNOVATION COLLEAGUES TOEN SURE THAT WE'RE HEARING YOUR CONCERNS AND YOUR IDEAS INTEREST NEW SERVICE. WITH A 2026 PAUSE TO CTVS CHANGES, WE'LL BE OUT IN THE COMMUNITY NEXT YEAR, PARTICULARLY IN THE WINTER AND STRING TO TALK ABOUT CHANGES FOR FALL 2028. FOCUSSED ON THE MOHAWK CORRIDOR, IN AND AROUND ANCASTER AND UPPER CENTENNIAL. WE'RE EXCITED TO TAKE ON THE CHANGE THAT HSR NEXT REPRESENTS FOR HAMILTON AND KNOW THAT WHILE THERE'S SIGNIFICANT WORK TO IMPROVE THE TRANSIT OF IN HAMILTON, IN TERMS OF WHAT YOU CAN ACCESS ON OUR SERVICE, WE'RE DOING THE WORK NOW. WE'RE CONTINUING TO DEVELOP NEW TOOLS AND INSIGHTS TO UNDERSTAND OUR RIDERSHIP AND WHAT WE CONNECT YOU TO MAKE SURE WE'RE BUILDING A MORE EQUITABLE, ACCESSIBLE AND EFFECTIVE TRANSIT SERVICE. THANK YOU. THANK YOU, NICK, AND TO ALL OF OUR PANELISTS FOR YOUR INSIGHTFUL PRESENTATIONS. WE'LL NOW BE OPENING THE FLR TO QUESTIONS. IF YOU'RE PARTICIPATING VIA LIVE STREAM, PLEASE BE AWARE THAT YOUR QUESTIONS WILL BE RECORDED AND YOUR RESPONSES WILL BE RECORDED AND SAVED ON THE CITY OF HAMILTON YOUTUBE CHANNEL. IF YOU PREFER TO ASK YOUR QUESTION PRIVATELY, JUST PLEASE WAIT UNTIL THE LIVE STREAM ENDS. THE LIVE STEAM WILL END AT 7:30, AND WE'LL COLD TURKEY CLOSE THE LIVE STREAM THEN. BUT STICK AROUND. WE'RE GOING TO STAY HERE AND YOU CAN ASK AS MANY QUESTIONS AS YOU NEED FOR A LITTLE WHILE. WE MENTIONED EARLIER THAT YOU CAN SUBMIT COMMENTS OR QUESTIONS THROUGH THE MSC'S THROUGH COMMENT CARDS OR YOU CAN MAIL US THROUGH ATS. WE WE DID RECEIVE ONE MAIL-IN QUESTION, SO I'M GOING TO READ THE QUESTION AND THEN WE'LL ANSWER THAT HE QUESTION WE AND THEN WE'LL MOVE TO THE FLOOR AFTER RESPONSE HAS BEEN DONE. SO ONE OF OUR CUSTOMERS SENT IN A LETTER. MOST DRIVERS ARE EXPERTS AT STOPPING THE BUS TIGHT TO THE CURB. OCCASIONALLY I'M CONFRONTED WITH THIS HUGE GAP WHEN EXITING THE REAR DOOR WITH MY WALKER, AND I HAVE TO JUMP DOWN, OR I HAVE TO GO TO THE FRONT OF THE BUS WHERE WHERE OTHER CUSTOMERS ARE ENTERING THE BUS. ARE DRIVERS COUNSELLED TO DO THEIR BEST? THIS CUSTOMER HAS THREE QUESTIONS, AT WHICH POINTS I'LL BE BRINGING I THINK JASON SIMMONS TO ANSWER THESE QUESTIONS. QUESTION ONE IS, IS IT THE POLICY FOR HSR DRIVERS TO REMAIN STOPPED UNTIL PASSENGERS WITH WALKERS ARE SETTLED AND SEATED? QUESTION TWO, IS IT TO REMAIN STOPPED INCLUDED IN THE TRAINING AND IN SERVICE FOR HSR DRIVERS? AND QUESTION 3, ARE DRIVERS FAILING TO COMPLY WOULD BE SUBJECTET TO EXISTING DISCIPLINE MEASURES. JASON. YOU CAN ALSO USE THIS MIC. THIS ONE WILL CONNECT TO THE LIVE STREAM. ACTUALLY, SORRY, YOU'RE OKAY. >> YEAH, THANKS, KYLE. THESE ARE GREAT QUESTIONS. THE EASY ANSWER IS YES TO THE FIRST TWO. OPERATORS ARE TRAINED TO DO THAT, TO WAIT FOR PEOPLE TO BE SECURED BEFORE THEY MOVE. AND ESPECIALLY IF IT'S REQUESTED. THE LAST QUESTION, I I FORGET WHAT IT WAS ABOUT. IT WAS RELATED -- HE OH, HERE IT IS RIGHT HERE. RELATED TO DISCIPLINE. OBVIOUSLY WE INVESTIGATE ANY COMPLAINT THAT COMES IN. AS FAR AS DISCIPLINE GOES, THAT IS NOT SOMETHING THAT WE WOULD EVER SHARE WITH A CUSTOMER, JUST KNOWING THAT WE WOULD HANDLE IT INTERNALLY AND INVESTIGATE EVERYTHING THAT COMES IN FULLY. >> THANK YOU. I'LL NOW MOVE TO QUESTIONS FROM THE FLOOR. I'LL COME TO YOU. I HAVE A MICROPHONE THAT WILL CONNECT TO OUR LIVE STREAM AND THEN I CAN REITERATE YOUR QUESTION UP HERE FOR OUR PANELISTS. ANY QUESTIONS FROM THE FLOOR? >> I'M GETTING AGITATED THAT SOME OF THE BUS DRIVERS, THEY'RE NOT PICKING ME UP, AND THEY DON'T SEE ME AT THE STOP, LIKE, THE CURB. DO I RECEIVE THE BUS? LIKE, WHY IS THAT HAPPENING? SO THAT IS MY QUESTION. BECAUSE I LIVE RIGHT THERE, BUT I HAVE TO WALK ALL THE WAY FROM THE STREET TO KING. THAT QUESTION WE NEEDS TO BE FI FIXED. >> I THINK THIS WOULD BE AN INFRASTRUCTURE QUESTION AS WELL AS AN OPERATIONS QUESTION. >> SO GREAT QUESTION. >> [Inaudible] >> STTH DOES THIS HAPPEN ALL THE TIME? >> YEAH. I'M GETTING AGITATED WITH THE DRIVERS. >> DO YOU MIND SENDING THAT INFORMATION INTO US SO WE CAN DO A FULL INVESTIGATION ON IT. MAYBE I CAN CONNECT WITH YOU AFTER THE EVENT AND GET YOUR INFORMATION AND ANSWER SOME FOLLOW-UPS. IS THAT OKAY? >> PLEASE, PLEASE. I'D BE HAPPY TO DO THAT. >> OKAY , THANK YOU. >> ANY OTHER QUESTIONS FROM THE FL FLOOR. >> I HAD A LIST OF QUESTIONS. I'VE ALREADY GIVEN THEM TO ALMOST EVERYBODY, IF ANYBODY WANTS A PACKAGE, THEY CAN COME AND GET IT. BUT ONE QUESTION IN PARTICULAR IS WHY IS THERE A MINIMUM STANDARD OF AN HOUR BEING OUT FOR ANY TRIP FROM DARTS? SO IF SOMEONE WANTS TO GO TO THE BANK AND JUST MAKE A QUICK WITH DRAWL, WHY DO THEY HAVE TO STAY THERE AN HOUR? I DON'T KNOW ANYBODY ELSE THAT HAS TO STAY AT A BANK FOR AN HO HOUR. >> THANKS FOR THE QUESTION. SO THE WAY THE SHARED RIDE SERVICE WORKS, IN TERMS OF ARRANGING THE SCHEDULING TO MAKE SURE THAT ALL THE TRIPS THAT NEED TO BE DELIVERED ARE DELIVERED IN AS PREDICTABLE A MANNER AS POSSIBLE, IS TO STANDARDIZE AND LIMIT -- OR STANDARDIZE THE TIME ALLOWED FOR A LAY OVER. HAVING SAID THAT, I DO KNOW -- I I RECOGNIZE, OF COURSE, THAT CAN BE FRUSTRATING FOR PEOPLE. IT DOES WORK SIMILAR TO CONVENTIONAL TRANSIT, DEPENDING ON WHERE YOU'RE TRAVELING, IN THAT YOU HAVE TO WAIT AGAIN FOR A BUS. YOU KNOW, IT'S NOT NECESSARILY THE CASE THAT YOU'RE GOING TO STEP OUTSIDE AND THE BUS WILL BE THERE FOR YOU. AT THE SAME TIME, IT IS WORTH A LOOK NOW THAT WE KNOW ABOUT THE IMPROVEMENTS THAT HAVE BEEN MADE AND DYNAMIC SCHEDULING WITH THE SOFTWARE THAT'S USED TO PROVIDE THE SERVICE. IT IS WORTH A LOOK, LOOKING AT THAT PARTICULAR RULE THE SEE IF THERE'S ANY ROOM TO RELACKS IT. SO PLEASE KNOW THOSE SERVICE STANDARDS ARE VERY MUCH ON OUR RADAR AS WE LOOK AT BEING ABLE TO DELIVER SERVICE MORE FLEX FLEXIBLY. >> I HAVE A COUPLE QUESTIONS AROUND THE DETOURS. YOU'VE DONE REALLY GREAT WORK AROUND THE OTTAWA AREA. TWO QUESTIONS. WERE THOSE DETOURS TESTED FOR ACCESSIBILITY? EVERY TIME I I GET A DETOUR STOP I GET THE SAME ANSWER FROM A BUS DRIVER. I DON'T KNOW IF THE RAMP CAN DROP THERE, TO WHICH I REPLY, WELL, DO THE BEST YOU CAN. THE SECONDARY QUESTION IS ARE THE CAD/AVL SYSTEMS BEING UPDATED TO LET BLIND PEOPLE KNOW WHAT THE BUS DETOUR IS AND WHEN IT WILL BE BACK ON ROUTE? >> THANK YOU. WE HAD SEVERAL TRACES WE LOOKED AT OVERNIGHT THE COURSE OF A FEW MONTHS AND PART OF OUR WORK TO LOOK AT THE TRACE WAS WITH THE TRAINING DEPARTMENT RUNNING A BUS THROUGH, AND TO CHECK THAT IT COULD OPERATE AND IT COULD DEPLOY. TO ME, THAT SOUNDS LIKE IT MAY BE A MISCOMMUNICATION INTERNALLY IN THAT THESE STOPS ARE ACCESSIBLE. I'M NOT SURE IF THERE'S ANYTHING WE WANT TO ADD OPERATIONALLY, BUT I CAN CONFIRM IT WAS MRANLDZ THAT WAY. [Inaudible] >> JAMES, FROM WHAT I KNOW, IN WORKING WITH THE -- [Inaudible] IT GETS UPLOADED INTO OUR SYSTEM AND GETS DISTRIBUTED, THEN THE DETOURED STOPS WOULD BE ANNOUNCED. IF IT'S AN AD HOC DETOUR, THEN THEY WOULDN'T BE ANNUNCIATED AT THAT LOCATION, BUT HOPING THAT IT'S JUST SOMETHING THAT'S TEMPORARY AND WE CAN MAKE SURE WE'RE HELPING PEOPLE OUT. [Inaudible] >> THAT'S THE WAY THAT I KNOW THE SYSTEM WORKS. I CAN CONFIRM WITH IT FOR YOU YOU WITH FURTHER TESTINGICS BUT THAT'S THE WAY THAT I WAS TOLD IT WAS DESIGNED. >> OKAY, SO FIRST OF ALL, THANK YOU ALL FOR THE CONVERSATION TODAY. JUST A THOUGHT. A LOT OF THE CONVERSATION BETWEEN ALL THE PANELISTS WERE ABOUT, YOU KNOW, MEETING MINIMUM STANDARD, MEETING THE AO DA. WHY CAN WE NOT HAVE THE THOUGHT AND THE PROCESS TO EXCEED THE MINIMUM STANDARDS? EXCEED COMPLIANCE AND EXCEED WHAT WE CAN DO AS A CITY HERE IN HAMI HAMILTON? >> SO THE QUESTION WE IS WHY ARE WE FOCUSSING ON MEETING THE MINIMUM STANDARD. SHOULD WE NOT BE SHOOTING TO EXCEED THE STANDARD. >> THANKS VERY MUCH FOR THE QUESTION. SPEAKING FROM THE ACCESSIBLE TRANSPORTATION SERVICES SIDE, WE'RE ALWAYS LOOKING AT WAYS TO IMPROVE THE SERVICE TO MAKE IT BETTER. YOU KNOW, TO GO BEYOND WHAT THE AODA, WHAT THE ACCESSIBLE LT FOR ONTARIANS WITH DISABILITIES ACT REQUIRES OF US, HAVING SAID THAT, WE HAVE TO BALANCE MANY THINGS OPERATIONALLY. WE HAVE TO THINK ABOUT NOBODY LIKES TO SAY IT, BUT WE HAVE TO THINK ABOUT BUDGET. WE HAVE THE THINK ABOUT TIMING. BUT WE ALSO KNOW THAT THERE ARE OPPORTUNITIES. WE KNOW THAT TECHNOLOGY FOR DELIVERING SERVICE HAS IMPROVED. WE'VE SEEN, YOU KNOW, OTHER TRANSIT AGENCIES BEGIN TO EVER MORE FLEXIBLE TYPES OF ON DEMAND SERVICE THAT INTEGRATE BETTER WITH THEIR SPECIALIZED TRANSIT AND THEIR CONVENTIONAL TRANSIT. AND ON THAT NOTE, I'LL LET MAYBE NICK CHALOUX SPEAK TO IT AND I THINK SEBASTIAN ALSO HAS SOMETHING TO SAY. >> SO WHAT I CAN THROW IN, JUST FROM A CONVENTIONAL SERVICE PLANNING PERSPECTIVE, I'M GOING TO PASS IT TO MY COLLEAGUE IN INFRASTRUCTURE ON THE STOPS NEXT. ONE OF THE THINGS I THINK IS REALLY IMPORTANT THAT WE'RE TRYING TO PUSH FORWARD ON IN SERVICE PLANNING IS THAT WE'RE MEASURING WHAT PEOPLE CAN ACCESS ON THE SERVICE THAT ISN'T A REQUIREMENT. IT'S NOT COMMON AMONG OTHER TRANSIT AGENCIES. AND BY PIVOTING FROM, WELL, IS THERE A STOP WALKABLE FOR YOU YOU TO THERE'S A STOP THERE AND IT CONNECTS YOU TO THIS MANY HEALTH CARE DESTINATIONS, THIS MANY JOBS, THIS MANY SOCIAL OPPORTUNITIES. WE'RE TRYING TO TAKE A STEP FURTHER TO REALLY UNDERSTAND HOW PEOPLE TRAVEL AND MATCH SERVICE TO THEM. I'LL PASS TO SEBASTIAN FOR INFRASTRUCTURE. >> THANK YOU, NICK. SO FROM AN INFRASTRUCTURE PERSPECTIVE, WHEN WE DESIGN STOPS, WE USE THE MINIMUM GUIDELINES AS SORT OF THE MINIMUM ACCEPTABLE STANDARD FOR WHAT A STOP SHOULD BE. IN MOST SITUATIONS THEY'RE MORE ACCESSIBLE, FLATTER SERVICES, SO WE'RE ALWAYS LOOKING AT MAKING THOSE ENHANCEMENTS. THE MINIMUM SIZE, MINIMUM SPECK THAT WE CAN CREATE A BUS AREA IN, BUT STILL BE ABLE TO PR PROVIDE. SO WE'RE ALWAYS TRYING TO UTILIZE AS MUCH SPACE AS IS AVAILABLE. THE ONE AMAZING THING WITH THE MULTI USE PATHS AND THE INCIDENT GRACIOUS OF THE STOPS THERE IS THAT IT PROVIDES A LOT OF EXTRA SPACE TO PLAY WITH, VERSUS COMPETING WITH FORMER LOCATIONS THAT, FOR EXAMPLE, MIGHT ONLY HAVE A METRE AND A WIDE SIDEWALK AND NOW WE'RE TRYING TO BUILD A 2.5 METRE BY 1 METRE LANDING PAD FOR A BUS STOP. WE'RE ALWAYS TRYING TO UPSCALE WHENEVER WE CAN WITH. [Inaudible] >> DO YOU HAVE PEOPLE IN DIFFERENT TIMES OF WHEELCHAIRS, WITH POWER ASSIST, WITHOUT POWER ASSIST ACTUALLY TESTING THESE OUT, OR ARE YOU JUST BUILDING THEM THINKING THEY MIGHT WORK? >> SO THE DESIGN STANDARD THAT WE USE IS SUPPOSED TO ALLOW FOR THE DEPLOYMENT OF THE RAMP -- [Inaudible] OR FOR ACCESSIBILITY WITH A WHEELCHAIR SCOOTER. IF THERE ARE LOCATIONS OR DESIGNS OF SCOOTERS THAT WE'RE MAYBE NOT AWARE OF, I'D APPRECIATE KNOWING SO THAT WE CAN TEST. THERE IS A LOT OF NEW DEVICES COMING OUT EVERYDAY WITH DIFFERENT ABILITIES, IN TERMS OF MOBILITY AIDS. IF THERE'S SOMETHING WE'RE NOT ACCOUNTING FOR, I WOULD APPRECIATE KNOWING AND LOOKING INTO IT. >> SO WE'RE GOING TO BE CONCLUDING THIS PORTION OF THE LIVE STREAM. I'D LIKE TO TAKE THIS OPPORTUNITY TO THANK OUR CAPTIONERS, CABLE 14 AND OUR ASL INTERPRETERS. AS WELL AS OUR GREAT PANELISTS. JUST BECAUSE WE'RE ENDING THE LIVE STREAM DOESN'T MEAN YOU I GOS CAN'T STILL KEEP ASKING QUESTIONS. WE'RE JUST GOING TO BE CLOSING OUT THAT PORTION. SO AGAIN, THANK YOU TO ALL OF OUR SUPPORT THAT WAS HERE TODAY.