strategic plan - Kings Transit

S T R AT E G I C P L A N
KINGS TRANSIT
Kings Transit Authority
29 Crescent Dr
New Minas, NS
B4N 3G7
www.kingstransit.ns.ca
November 1, 2012
Facilitated by: Kings Regional Development Agency
35 Webster Street, Kentville, NS B4N 1H4
Kings Transit Strategic Plan
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TA B L E O F C O N T E N T S
PURPOSE OF SESSION.................................................................................................... 3
SWOT ANALYSIS ............................................................................................................ 3
VISION, MISSION AND GOALS..................................................................................... 5
Goal 1: To increase passenger ridership ....................................................................... 6
Goal 2: To reduce operating costs by passenger kilometre........................................... 7
Goal 3: To receive a positive evaluation of customer service....................................... 8
Goal 4: To maintain open communication with municipal partners............................. 9
Goal 5: To maintain favourable employee satisfaction............................................... 10
Goal 6: To provide safe work and transport environments ......................................... 11
Goal 7: To minimize the environmental impact per passenger kilometre .................. 12
2008 STRATEGIC PLAN SCORECARD ....................................................................... 13
SWOT ANALYSIS FROM COMMUNITY CONSULTATION MEETINGS............... 21
2012 SURVEY RESULTS ............................................................................................... 23
ACADIA UNIVERSITY SURVEY RESULTS............................................................... 29
SURVEY EXAMPLE....................................................................................................... 30
Kings Transit Strategic Plan
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KINGS TRANSIT
STRATEGIC PLAN
PURPOSE OF SESSION
On October 3, 2012, at the Berwick and District Volunteer Fire Department, the Kings Transit Board of
Directors and Ex Officio Members held a Strategic Planning Session. The Board conducted a SWOT Analysis
and determined its vision, mission, objectives, goals and action plans at the session. In total, 15 people were
present, including 2 resource staff (Kings Transit and the Kings Regional Development Agency).
SWOT ANALYSIS
In order to determine the Kings Transit’s vision, mission and objectives, the members present conducted a SWOT
Analysis; an internal analysis to take stock of its strengths (internal), weaknesses (internal), opportunities (external)
and threats (external). The following chart indicates the strengths, weaknesses, opportunities and threats identified by
the members present at the Strategic Planning session.
STRENGTHS
2012
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2008
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Reputation;
History;
Staff;
Committed partners/partnerships;
Linking communities;
Extensive coverage area;
Accessible – bike racks, wheelchairs;
Affordable;
Accountable;
Only show in Town;
Service excellence;
Municipal leadership;
Innovative – extensive network in rural area;
Follows linear development pattern;
Keeping a regular schedule;
Hail-a-ride;
Social media presence.
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Name recognition;
Consistent service;
Distance covered (Weymouth to Hants County);
Flexible and friendly staff;
Very dedicated administrative staff and Operations Manager;
Affordable fares;
Wheelchair accessibility;
Bike racks;
Attendant fare policy for persons with disabilities (attendants
ride bus free of service);
Disability Advisory Group (deals with issues around
disability);
Formation of partnerships;
Only transit service in region;
New and accessible fleet;
Dial-a-ride service;
Relationship with Trans County Transportation Society
(Annapolis County);
Environmentally friendly (alternative to usage of vehicle);
Diversity and cooperation of municipalities.
WEAKNESSES
2012
• Operational funding;
• Lack of human resources for public education, policy
development and marketing/promotions;
• Frequency;
• Not everyone can access the bus;
• Ridership;
• Length of travel/time it takes to travel;
• No schedules at bus stops;
• Rural service: highway driving and wear and tear on buses;
• Follows linear development pattern;
• Difficult to be innovative – hard to make changes;
• Some communities still not services;
• Affordability for taxpayer/user – a lot of tax payers are not
Kings Transit Strategic Plan
2008
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Lack of convenience (timely);
Long routes;
Turnover of Board and GM position;
Distance covered (scheduling, breaks, etc.);
Lack of resources (i.e. spare buses and administrative staff);
Communication with ridership;
Inadequate garage facility and location;
Ineffective office environment;
Food policy on buses;
No designated wheelchair stops;
No shuttle service;
Small fleet;
Schedule restrictions (tightness);
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users and some still cannot afford to use the service;
Inequity – funding;
Governance structure;
Lack of marketing – HR limitations of a small system;
Ridership survey/customer interactions;
Lack of research – lack of ridership statistics, need to track
ridership better/more, no accurate numbers;
• Inability to provide frequent service;
• Keeping a regular schedule;
• Not many park and rides available to connect to.
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Lack of relationship with Para Transit;
Lack of proper bus shelters;
Low population density in the service area;
Lack of provincial funding;
Lack of car pool lots
Change people’s mentality to take the bus.
OPPORTUNITIES
2012
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2008
Transparency;
• Provincial and federal funding opportunities;
Tie into Acadia – professors;
• Corporate run with Michelin/Conserve NS;
Park and ride spots – tie into Kings Transit;
• Publicity;
Communities put up shelters – community participation;
• Growth opportunities;
Broadening of ridership
• Increased ridership;
• Social media growth;
• Future partnership opportunities;
• There’s an app for that;
• Conference and special event possibilities;
• GPS tracking – bring new users;
• Strengthen Para Transit relationship;
Greater integration with other transport systems
• Acadian Lines abandonment;
Green Rider – coordinate/work with transportation providers;
• Rising fuel costs;
Loss of Acadian Lines
• Aging population;
• Interest in developing service;
• Re-negotiation to include new municipalities on Board of
Directors.
• Feasibility study to Metro;
Tourism – promotion/marketing of travel through Valley;
Utilize municipalities to help with promotion and marketing to
residents – spread the message;
Transit planning and land use planning integration;
Improve visibility;
Rebranding;
Building partnerships with organizations that have potential
users – Food Bank, Community Services;
Environmental awareness – take action to help the environment;
Cost of fuel;
Climate Change Adaptation Plans – integrate with transit;
Create incentives/disincentives;
Understand limitations of Kings Transit;
Promote and educate public about hail-a-ride.
THREATS
2012
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Ease of car travel;
Fuel price;
Culture of cars;
Stigma of public transit usage;
Free parking available;
Move to drive down fuel prices artificially;
Senior government ambivalence – attitudes towards transit;
Utility board restrictions;
Fiscal challenges of municipalities;
Not a mandated service;
Poor decisions by municipal and provincial governments;
Weakening relationships between municipalities.
Kings Transit Strategic Plan
2008
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Lack of potential resources in the future;
Rising fuel costs;
Uncertain support of all levels of government;
Increasing ridership (time pressure on bus schedule);
Aging buses (repairs and maintenance);
Lack of awareness of transit issues (change mindset);
Stigma of transit;
Decreasing population;
Aging population;
Lack of funding (capital funding not operational).
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VISION, MISSION AND GOALS
VISION
Our vision is to be the leader in viable public transportation.
MISSION
Our mission is to provide sustainable public transportation services.
GOALS
Seven goals were identified through the Strategic Planning process. The seven goals are as follows:
1. To increase passenger ridership
2. To reduce operating costs by passenger kilometer
3. To receive a positive evaluation of customer service
4. To maintain open communication with municipal partners
5. To maintain favourable employee satisfaction
6. To provide safe work and transport environments
7. To minimize the environmental impact per passenger kilometer.
***Please note: In regards to the Timeline:
Short Term = 1-2 years
Medium Term = 2-5 years
Long Term = 5-10 years
Kings Transit Strategic Plan
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Goal 1: To increase passenger ridership
Measurables:
ƒ Paid Ridership:
o # of passengers
o # of passengers per capita
ƒ Dollars per passenger kilometer
Objectives:
1) To promote the positive image of public transportation
2) To participate and act as a resource on municipal land use and
route planning
3) To create partnerships with other transportation services
4) To increase visibility of shelters and stops
5) To maintain good value for the service
Action Item
Post resource links and links to other transportation service providers on website
Create newsletter (internal and public)
Create press releases (good news stories)
Become a member of the Chamber of Commerce
Enter into discussions with Metro Transit
Work with educational institutions to promote usage with students
Promote “free transit” days for targeted groups
Showcase Kings Transit booth at local events
Continue to educate Councils about other transportation services
Provide Kings Transit information to other transportation service providers
Make the buses more attractive and distinct
Enter into discussions with other transportation services and school boards
Plan initiatives with other transportation services and school boards
Enter into discussions with alternative opportunities (Recreation NS, etc.)
Conduct a rebranding campaign
Create a cross promotional program with businesses (discounts) to promote usage
Create promotional campaigns with employers (work with RDA through BRE program)
Work with municipalities to better current car pool lots or to create new car pool lots
Put a trial run in place for Sunday service
Conduct a cost benefit analysis for WiFi and GPS
Enter into discussions with Canada Post and coach service providers
Kings Transit Strategic Plan
6)
7)
8)
9)
10)
To explore Sunday service
To explore the use of incentives
To explore opportunities with the loss of Acadian Lines
To complete a cost benefit analysis for WiFi and GPS
To rebrand Kings Transit
Timeline
Short Term
Short Term
Short Term
Short Term
Short-Medium Term
Short-Medium Term
Short-Medium Term
Short-Medium Term
Short-Medium Term
Short-Medium Term
Short-Medium Term
Medium Term
Medium Term
Medium Term
Medium-Long Term
Medium-Long Term
Medium-Long Term
Medium-Long Term
Medium-Long Term
Medium-Long Term
Long Term
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Responsibility
GM/Office Clerk
GM/Office Manager
GM
GM
GM
GM
GM
GM
GM
GM
GM/Office Manager
GM
GM
GM
GM/RDA (?)
GM
GM/RDA
GM/Planning Depts.
GM/Board
GM/Board
GM
Comments
Review during Budget Process
Review during Budget Process
Goal 2: To reduce operating costs by passenger kilometre
Measurables:
ƒ Cost per passenger kilometre:
o # of passengers
o # of kilometres
Objectives:
1) To explore models of fare structures
2) To increase subsidies from other levels of government
3) To reduce subsidies from municipal governments
Action Item
Identify ways to measure kilometers per passenger travelled
Research funding opportunities
Utilize resources of municipalities and other organizations (Kings RDA, Chamber, etc.)
Utilize summer students and co-op students
Enter into discussions with the Province for support
Research models of fare structures
Kings Transit Strategic Plan
Timeline
Short-Medium Term
Short-Medium Term
Short-Medium Term
Short-Medium Term
Short-Medium Term
Short-Medium Term
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Responsibility
GM/Office Manager
GM
GM
GM
GM/Board Chair
GM/Office Manager
Comments
Goal 3: To receive a positive evaluation of customer service
Measurables:
ƒ 80% of customers are satisfied or more than satisfied with the service
Objectives:
1)
2)
3)
4)
5)
To administer a survey to determine customer satisfaction
To communicate better with customers
To explore an express bus service
To continue to develop the U-pass initiative
To explore the possibility of additional services
Action Item
Create a survey form for the Kings Transit website and Facebook
Hold free day every year (1 day per year in each municipality)
Meet with school boards to promote the usage of transit
Continue to use social media and website to communicate with customers
Survey riders and potential riders – users, non-users and new riders
Encourage municipalities to promote “free rides” to promote public transit
Create a student pass program (U-pass)
Improve travel time to reduce inconvenience
Put a trial run in place for Sunday service
Conduct a cost benefit analysis for WiFi and GPS
Kings Transit Strategic Plan
Timeline
Short Term
Short Term
Short Term
Short Term
Short-Medium Term
Short-Medium Term
Short-Medium Term
Medium-Long Term
Medium-Long Term
Medium-Long Term
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Responsibility
GM
GM
GM
GM
GM/Staff
GM/Board
GM
GM/Board
GM/Board
GM/Board
Comments
Review during Budget Process
Review during Budget Process
Review during Budget Process
Goal 4: To maintain open communication with municipal partners
Measurables:
ƒ 80% of partners are satisfied or more than satisfied with the service
Objectives:
1) To hold a yearly forum for municipalities
2) To explore governance models
3) To work with and act as a resource for planning departments when new developments occur
Action Item
Create and send an annual report to funding partners prior to budget presentation
Present status report to Councils prior to budget presentation
Meet quarterly with CAO’s (as a group if possible)
Post Kings Transit monthly Board agenda to website
Create General Manager’s Report for each Board meeting
Create dialogues with local MLA’s and MP’s (invite to Board meeting)
Create representatives reports to Council
Organize and host a yearly forum for municipalities
Meet with the RDA to discuss transit issues identified through the BRE Program
Review communications between each Board member and their respective municipality
Research budgeting and purchasing with municipalities
Route planning
Timeline
Short Term
Short Term
Short Term
Short Term
Short Term
Short Term
Short Term
Short Term
Short Term
Short-Medium Term
Short-Medium Term
Short-Medium Term
Survey the needs of partners and businesses (in partnership with BRE Program)
Research other governance models
Strategic planning with Board
Short-Medium Term
Medium Term
Medium-Long Term
Kings Transit Strategic Plan
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Responsibility
GM
GM
GM
GM
GM
GM/Board Chair
GM
GM
GM
GM/Board
GM
GM/Board/Planning
Depts.
GM/RDA
GM
GM/Board
Comments
Review during Budget Process
and work with Kings 2050 plan
Goal 5: To maintain favourable employee satisfaction
Measurables:
ƒ 80% of employees are satisfied or more than satisfied
o # of sick days used
o Employee turnover rate
Objectives:
1)
2)
3)
4)
5)
To create a formal performance appraisal system
To develop an internal communications plan
To organize employee appreciation events
To provide training opportunities for employees
To maintain good working conditions
Action Item
Survey staff to find out what staff want/need and determine satisfaction of employees
and review existing staff surveys conducted
Host team building exercises for employees
Refine existing performance appraisal system for transit employees
Develop and implement an internal communications plan
Host bi-annual employee appreciation events
Research and develop training opportunities for employees
Explore benefit packages and raises for employees
Kings Transit Strategic Plan
Timeline
Short Term
Responsibility
Management Team
Short Term
Short-Medium Term
Short-Medium Term
Short-Medium Term
Short-Medium Term
Short-Medium Term
Management Team
Management Team
GM/RDA
Management Team
Management Team
GM/Board
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Comments
Goal 6: To provide safe work and transport environments
Measurables:
ƒ 100% safe environment
o # of workplace incidents
o # of passenger incidents
Objectives:
1) To develop an occupational health and safety program
2) To continue to provide maintenance to buses
3) To develop an educational awareness campaign for safety on the bus
Action Item
Continue to provide in service training to drivers on “smart” driving, defensive driving
and sensitivity training
Conduct a series of public service announcements around safety on the bus
Create an advertising/public promotion campaign for safety on the bus
Timeline
Short Term
Responsibility
Drivers’ HR Manager
Short Term
Short-Medium Term
Conduct a life cycle cost analysis of fleet (including reasonable fuel cost scenario and
pollution costs)
Create schedules that allow for “smart” driving
Short-Medium Term
Management Team
GM/ Management
Team
Operations Manager
Short-Medium Term
Refine existing occupational health and safety program
Explore the creation of a mascot for Kings Transit
Short-Medium Term
Short-Medium Term
Introduce criteria for route planning process and establish route plan
Medium-Long Term
Implement improved route structure based on plan
Medium-Long Term
Kings Transit Strategic Plan
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GM/Management
Team
GM/Staff
GM/Management
Team
Management
Team/Board
GM/Board
Comments
Goal 7: To minimize the environmental impact per passenger kilometre
Measurables:
ƒ To be determined as a result of the objectives
Objectives:
1) To examine options for fueling the fleet (such as compressed natural gas)
2) To identify benchmarks for greenhouse gas emissions
Action Item
Continue to work with Clean NS on the Drivewiser Program
Create benchmarks for greenhouse gas emissions
Annually review research materials in alternative energy technology and assess its
viability
Work with the Eco-Kings Action Team on environmental initiatives relating to transit
Timeline
Short-Medium Term
Medium Term
Medium Term
Research other communities and models using compressed natural gas and biofuel
Medium-Long Term
Explore pilot deployment of biofuel and propane usage in fleet
Medium-Long Term
Kings Transit Strategic Plan
Medium Term
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Responsibility
GM
GM
GM/Management
Team
GM/Management
Team
GM/Management
Team
GM/Management
Team
Comments
2008 STRATEGIC PLAN SCORECARD
Kings Transit Strategic Plan
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Kings Transit Strategic Plan
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Kings Transit Strategic Plan
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Kings Transit Strategic Plan
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Kings Transit Strategic Plan
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Kings Transit Strategic Plan
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Kings Transit Strategic Plan
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Kings Transit Strategic Plan
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SWOT ANALYSIS FROM COMMUNITY CONSULTATION MEETINGS
Kings Transit Strategic Plan
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Kings Transit Strategic Plan
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2012 SURVEY RESULTS
Kings Transit Strategic Plan
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Kings Transit Strategic Plan
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Kings Transit Strategic Plan
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Kings Transit Strategic Plan
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Kings Transit Strategic Plan
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Kings Transit Strategic Plan
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ACADIA UNIVERSITY SURVEY RESULTS
Kings Transit Strategic Plan
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SURVEY EXAMPLE
Kings Transit Strategic Plan
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