_ URBAN/MUNI / Le oa ld Be

ON HW LGO

Stops On 4

John Patrick, HSR Maintenan "My job is to make sure ia yenicle runs smoo an

and stops OM

pime

ery safely - dime if necessary:

GABAN MUNICIPAL NOY 1c ee

ROVERSMENT BOCUMENTS

The Hamilton Street Railway Company

ce Supervisor \

Streetwise

Ron Walker, HSR Transit Operator

"It's important that the buses run

Know-It-All

Jane Petrie, HSR Information

‘Trip planning, how to get and what time does the next

from Ato B bus run. I'm 4 know-it-all when it comes to the HSR.”

We'll Take You There

on time. | do my best to keep on schedule and get there safely.”

Ticket to Ride

Larry Griffiths, HSR Ticket Agent

people at

"Timing is where | fit in. | make su

Man of the Hour John Civello, HSR Transit Inspector

keep to schedule, the buses run safely, and | give support wherever and whenever | can."

j eon Catharine Street, children,

re our drivers

aie

We'll Take You There

1993 Annual Report

Organization Overview

Regional Chairman

R. J. (Reg) Whynott

Regional Council |

Transportation Services Committee

Robert E. Wade (Chairman) Terry Anderson (Vice Chairman) Bob Charters Terry Cooke Don Drury Fred Eisenberger Bob Hodgson Henry Merling Don Ross

Commissioner of Transportation/ Environmental Services Dale Turvey

Maintenance & Transportation

Administrative

Services

ti ; Operations Services

Division

Engineering Division Divisi ivision

HSR Operations & Administration Vehicle Maintenance Accounting Services Planning & Operational Design Safety Service & Adjusters Ltd. Plant Maintenance & Engineering Employee Health Centre Marketing & Customer Services Purchasing, Stores & Security Human Resources Fare & Revenue Administration

Information Systems Safety & Training

HSR Profile network also operates between Hamilton, Ancaster, Waterdown, Burlington, and area GO Transit terminals.

The Hamilton Street Railway Company serves the Operating from two facilities - one in downtown Hamilton, the other on Hamilton

public transit needs of the Regional Municipality of Mountain - HSR employs close to 780 knowledgeable and dedicated professionals. Hamilton-Wentworth.

With a fleet of 211 buses, HSR carries close to 22 million passengers per year on

As part of the Regional Transportation Department, 32 routes. In 1993, the fleet covered more than eight million miles. HSR is directed by a nine-member Transportation Services Committee. The Hamilton Street Railway Company has one wholly-owned subsidiary: Safety

Service and Adjusters Ltd. Transit service is provided within the City of Hamilton and the surrounding towns and cities of Operated by HSR, Safety Service & Adjusters Ltd. is a licensed insurance adjuster Dundas, Ancaster, and Stoney Creek. A commuter | that also acts as the company's safety watchdog and risk analyst.

*On the cover... employee protiles appeared on-board HSR buses during our 1993 fall advertising campaign.

Fare Inspection Program

* An on-going supervisory fare inspection program was implemented in February.

* Supervisory staff conduct spot checks at busy boarding areas. Customers paying a reduced fare are reminded to present an HSR photo identification card to the operator. Customers without a photo ID are warned of the consequences and are advised how and where to obtain the appropriate card.

* Customers were informed of HSR's fare structure and identification requirements through newspaper advertisements and on-board take ones. Employee and customer response to the program has been positive.

Bus Roadeo

* Robert Miller took first place in the 1993 Annual Bus Roadeo in May. Bryan Keresztes came in second, and Mario Giannini third. Bryan also won the most improved driver award.

Operation PAL

* In November, at Hamilton Central Police Headquarters, HSR was present- ed with an Operation PAL recognition award for outstanding contributions. The award honoured operator Jim Gardner and controller John W. Scott for their swift and decisive actions in helping to avert a potential abduction.

¢ HSR has been presented with this award each year since joining the Operation PAL program in 1991. Operation PAL is a region-wide program that brings public utilities and service organizations together in a united crime prevention effort.

Passenger Safety & Security

* A transit system safety audit was initiated in March. All aspects of the system will be studied, and input from employees and customers will be encouraged. A final report is expected in early 1994.

In April, we began compiling a directory of public pay phones situated at the end of bus routes. This handy guide will help customers to plan trips with the knowledge that

a connecting cab or car ride is only a phone call away.

Ann increased bus shelter opening demonstration program was completed in May. This

program began in late 1992 when thirty bus shelters were modified to provide

customers with a faster and easier exit if required. Response was closely monitored

throughout the demonstration period and customers reported a high level of comfort

and safety with our present bus shelter design.

* The popular Request Stop program continued. Request Stop offers customers an extra measure of personal safety and security by allowing them to get off the bus between

regular stops.

Safety Service & Adjusters Ltd. ¢ HSR's wholly-owned and operated insurance adjuster handled 683 claims. Of this number, 48 were for HSR and 635 were for other Regional departments.

HSR ... The Year in Review

° At year end, Regional Council assigned responsibility for all insurance, risk manage- ment, and claims management issues to SS&A. Two members of the regional finance department were transferred to SS&A to assist with the increased workload.

Maintenance Review

* An extensive review of staff utilization, organization and workload in the mainte- nance section was completed in October. Staffing levels, positions, and responsibilities were recrganized in line with the overall goal of improving efficiency in all areas of operation.

The HSR Fleet

*¢ Thirteen new Orion V compressed natural gas (CNG) buses were put into service in January.

* Regional Council adopted the provincial Ministry of Transportation policy that all new bus purchases will be low-floor buses designed to accommodate wheelchairs as well as elderly and physically-challenged customers.

¢ In January, work began on the complete overhaul and refurbishment of fifteen 1985 buses. This project is expected to take

approximately 24 months.

* Regional Council has also directed that all future buses will be fuelled by CNG for reasons of greater economy and reduced vehicle emissions. Twenty-five buses are on

order for 1994/95.

State-of-the-Art Equipment

¢ An MAHA vehicle safety test lane system (brake dynamometer) was installed in the Wentworth Street Transportation Centre

(WSTC) in March. The system measures

HSR ... The Year in Review

wheel alignment and brake performance, and is equipped with a front steering play detector. Employees Bill Willms and Dave Porter participated in an intensive two-week training session on the system before passing on their knowledge to the rest of the

maintenance crew.

Employee Training & Activity

¢ New provincial environmental controls for the handling of refrigerant materials were met with the training and certification of 38 mechanics.

¢ Nine mechanics competed in the annual Maintenance Roadeo in May. Don Gale took first place honours. Bill Brock came in

second and Bill Lupkoski third.

Employee Health Centre

¢ Approximately 800 employee visits were made to the EHC during 1993.

¢ A new wellness program "Living's what | do Full-Time" featured regular information seminars on topics ranging from the effects of shift work to street safety tips. The seminars were very well attended by employees and family members.

© More than 200 employees participated in the annual flu vaccine program in September. This successful program is being used as a test-case by a masters student from Hamil- ton's McMaster University. The case will study the effectiveness of promotional campaigns in increasing participation in work- site vaccine programs.

Information Systems ® Customer calls to Bus Check, HSR's

automated telephone information service,

continued to increase. During the first few months of the year, average weekday calls were close to 9,900 - up 12% over 1992, and an impressive 39% over 1991. A new daily record of 12,048 calls was set in mid-February.

A computerized information retrieval system was designed

and implemented in January for HSR's telephone information staff. Telephone operators can now call up routes, schedules, fare,

and bus stop information at the touch of a button. The system also provides important bulletins on detours and service delays.

A schedule adherence database was developed for planning,

operations, and operational design staff. This promotes greater flexibility and teamwork during the schedule planning and implementation process.

Service Quality Task Force

¢ HSR's Service Quality Team (SQT) presented its final report and recommendations to senior management in June 1993.

SQT was established in late1992 to evaluate all aspects of the transit system, to facilitate short term improvements, and to provide the basis for a program of

continuous quality improvement. Internal and external interviews, focus groups, and surveys helped SQT to assess HSR's current service levels and to gather ideas and suggestions for improving

the transit system.

In December, an on-going service improvement program got underway on HSR's three major cross-town routes: King, Barton, and Beeline. The Y Not doing

Oing Wro at al 9

focus is on fine-tuning and improving on-street perform- ance in the areas of schedule

adherence, transfer connect- ions, bus cleanliness, and complaint handling.

¢ A new employee suggestion program was implemented in December. The on-street service improvement program (OSSIP) encourages employees to identify on-street service related problems and to recommend possible solutions.

Ticket & Pass Vendors Streamlined

¢ HSR's ticket and pass vendor outlets were reduced to approximately 200 in early 1993. This streamlining resulted in a more even distribution of vendors throughout the region. Vendor locations were promoted through newspaper advertisements, take-ones, and on the HSR route map.

Fare & Revenue Activity * Close to 10,300 annual senior passes were processed in 1993. Seniors appreciate

the convenience and cost-savings offered by this self-contained photo ID pass. * On-going promotion and continued discounts on single-ride tickets and monthly passes has greatly reduced the use of cash fares.

New Routes

* HSR took over two new services upon the sale of Canada Coach Lines: Route 16 Ancaster and Route 18 Waterdown. Both routes provide peak period service to the Burlington and/or Aldershot GO stations and offer fare integration between HSR, GO Transit, and Burlington Transit.

General Service Improvements

* Service was extended on Route 52A Dundas Local to the Governor's Road area with scheduled transfer connection to the cross-town Route 5 Delaware.

° Service was extended south to Rymal Road on both directions of Route 25 Upper Wentworth/Wellington.

¢ Numerous refinements were implemented on Route 45 Limeridge, Route 51 University, Route 10 Beeline, Route 53 Burlington, and Route 11 Parkdale.

¢ The South Mountain Transit Review was completed in March. The review was approved by the regional Transportation Services Committee as a guideline for ongoing service changes in this rapidly developing area.

Stops and Shelters

¢ Activity during the year included the installation of 20 shelters, 30 shelter benches, 25 landing pads, 65 new bus stops, and the relocation of 16 stops.

¢ The development of an anti- vandalism policy early in 1993 resulted-in a 25% decrease in shelter-related vandalism, and a decrease of 12% in general vandalism incidents. The program includes a public awareness component, experimenta- tion with vandal-resistant materials, increased coordination with regional police depart- ments, and a reward program for callers who provide information leading to the convic-

tion of vandals.

Customer Services

¢ Customer service representatives processed 1863 customer contacts. Compliments were up to 166 from 155 the previous year, and complaints were down from 1420 to 1401. Requests and follow-ups made up the balance of contacts.

HSR ... The Year in Review

¢ An extensive multi-media advertising campaign was launched in October. The message "We'll Take You There" was promoted on a series of witty and creative advertisements on billboards, mall posters, transit shelters, bus exterior panels, and in newspapers.

A series of bus interior advertisements featured several employees and promoted the professionalism and expertise of our people. * A CNG-powered "Nature Bus" was also put into regular service. Painted from top to bottom with a full-colour forest scene, this visual reinforcement of the environment- friendly nature of public transit is a real favourite with our customers.

It’s Everything it’s Quacked up to Be

Cootes ere by HSR. We’ YA Take You There

The Mountain by HSR. We'll Take You There.

Council Directs Sale of

Canada Coach Lines

® On January 14, Regional Council directed the Commissioner of Transportation to invite proposals for the purchase of CCL.

Recent financial performance indicated that the targets of CCL's 10-year plan were not achievable in the current economy. Selling the company was determined to be the best way of reducing the Regional tax levy.

On July 29, CCL was sold in its entirety

to Trentway-Wagar, a private sector opera-

tion from Peterborousn, Ontario. © Trentway-Wagar has maintained CCL's inter- city routes which link Hamilton to Buffalo, St. Catharines, Kitchener and Guelph. HSR now operates CCL's GO Connecter commuter routes between Hamilton, Waterdown, Ancaster, and Burlington.

HSR ... Financial Overview

THREE-YEAR PROFILE

A snapshot of HSR operations at year end December 31, 1993.

1993 1992 Service Area Population ('OOO) 452 400 Revenue Passengers ('000) 91,526 29,867 Miles Operated (‘O00) 8,736 8,834 Revenue Passengers Per Capita 47.6 Bee Revenue Passengers Per Mile DES ORO Revenue (‘O00) Transportation $24,871 $23,616 Subsidy/Grants/Levies $31,432 $29,910 Expenses (‘000) $56,303 $53,526 Per Passenger: Transportation Revenue SANS 5 $1.050 Subsidy/Grants/Levies $1.460 $1.308 Expenses $2.616 $2.358 Per Mile: Transportation Revenue $2.847 B52 ALY Subsidy/Grants/Levies $3.598 $3.386 Expenses $6.445 $6.103 Revenue/Cost Ratio % 44.9 44.5 Number of Employees 774 781 Rolling Stock (Active Heet) Diesel Coaches 158 156 Trolleys (@) 15 Articulated Coaches (18) 15 Natural Gas Coaches 38 O15 Total Od 2a Adult Basic Cash Fare $1.60 $1.50

1993 REVENUE SOURCES

Ministry of Transportation 20%

* Active and inactive Heet

1991

400 24,156 9,140 60.4 2.6

$23,160 $28,854

$52,014

794

189 56 1 Ve

ype

$1.25

ity of Hamilton levy & other municipalities 40%

ger & other system revenues

40%

BALANCE SHEET For the year ended December 31, 1993

ASSETS

Current Assets

Cash Se SOMOS Employee Working Funds 18,600 Accounts Receivable 3,930,102 Inventory lS: 4708 Prepaid Expenses 524,940 Total Current Assets 5,679,458 TOTAL ASSETS $5,679,458 LIABILITIES & CAPITAL

Current Liabilities

Accounts Payable $ 956,315 Unredeemed Ticket & Pass Reserve 473,548 Accrued Liabilities 4,258,498 Total Current Liabilities 5,688,361 Capital

Unfunded Capital Outlay 30273517) Working Fund Reserve 370,823 Insurance Reserve 786,374 Deferred Pension Reserve 136,257 Total Capital (8,903)

TOTAL LIABILITIES & CAPITAL $5,679,458

Notes to Financial Statements

1. Significant Accounting Policies

a) Inventory: Inventory is valued at average cost and replacement cost. 6) Recognition of Revenue: Ticket and pass revenues are recognized when the tickets and passes are honoured on the vehicles. This treatment gives rise to an estimated liability for tickets and Passes which have been sold but which have not been redeemed or used at the end of the fiscal year. ¢) Consolidation: The Hamilton Street Railway Company and its subsidiary companies are not consolidated herein, but are consolidated in the financial statements of the Regional Municipality of Hamilton- Wentworth.

2. Transit Employees Pension Plan

Approximately 750 HSR employees are members of this plan and will be future beneficiaries under the terms and conditions of this pension plan. As at December 31, 1993 the plan is estimated to be fully funded.

3. Economic Dependence

The company operates as a department of the Regional Municipal- ity of Hamilton-Wentworth, which owns the corporation, and is accounted for by the Region in their audited financial statements.

HSR eee REVENUES & EXPENSES: For the year ended December 31, 1993 | 1993 1992 ifsi2J5) REVENUE (‘000) $ % $ % EXPENSES (‘000) $ % Farebox: Cash 8,251 14.7 9,673 18.1 Corporate Services 3,326 5.9 no , . ' Operations 97,915 49.6 Transportation Services 3,561 6.3 21,336 37.9 Nel yaitshy: 40.3 Capital 9,556 45 Advertising 870 15 944 1.8 TOTAL EXPENSES $56,303 100% Other Revenue 2,097 B37 1,474 9.7 Revenues Operating Subsidies/Grants: Advertsing & Other $2,967 Sm City of Hamilton 18,958 Syoy/ 18,059 Bisw) Provincial 10,126 18.0 9,800 18.3 City of Hamilton $18,958 —e Other 9,348 4.9 2(0)5)1 3.8 31,432 55.9 29,910 559 Expenses Transfer from Reserves 568 1.0 (384) (0.7) Trarapertation Services $3,561 TOTAL REVENUE $56,303 100% $53,526 100% Operations $27,915 ROUTE ACTIVITY REPORT Route Number & Name Total Ridership Total Revenue Total Hours of Service Revenue per Hour 1 King 3,149,209 $3,080,484 58,059 $ 53.06 2 Barton 37052,035 3,094,340 75,661 40.90 3 Cannon AX els 562,079 91,811 Sy TT 4 Bayfront 826,681 790,684 42,610 18.56 5 Delaware 3,279,102 3,303,363 iD esi 29.69 6 Aberdeen/Locke 386,369 377,081 23,274 16.20 8 York 158,268 148,728 9,477 15.69 9 Rock Garden 2,887 ATOM 238 ikaleehys 10 Beeline 554,779 525,449 16,498 31.85 11 Parkdale 370,007 353,989 19,344 18.30 16 Ancaster 12,593 4D 2 1,894 7.79 18 Waterdown 2,799 2,930 523 5.60 21 Upper Kenilworth 494,849 494,311 20,097 294.60 29 Upper Ottawa 627,612 638,418 94,944 95.59 93 Upper Gage 892,069 892,429 26,041 34.27 24 Upper Sherman 590,015 580,464 20,969 27.68 95 U. Wentworth/Wellington 1,308,105 1,308,700 39,648 33.01 27 Upper James 1,048,814 1,041,037 36,438 rash Si) 31 Fennell 927,294 871,105 42,676 90.41 32 Garth 133,798 T3929. 5,382 94°51 33 Sanatorium 367,686 364,882 18,057 20.21 34 Upper Paradise 433,587 432,901 16,761 25.83 35 College 969,100 249,703 OFS ail 26.70 41 Mohawk 462,615 457,470 Oa Wa \e| 9126 45 Limeridge 171,426 180,793 11,899 15.19 51 University 363,204 372,254 9,106 40.88 52 Dundas Local PMA TST: ae Peo bas} 1,616 14.56 53 Burlington 186,510 189,766 17,642 10.76 55 Stoney Creek Central 398,911 399,819 18,332 91.81 56 Confederation Park 6,667 10,970 982 ihsitenia/ 58 Stoney Creek Local 81,359 83,861 5,629 14.90 81 Extras 369,165 334,080 15,560 21.47

Financial Overview

1992

$ % 2,945 3.0 17,724 33.1 Deo 210M, 3,454 OD ales 4.0 $53,526 100%

Ct, $21,336

Transher from Reserves $568

Provincial Operating Subsidy $10,126

ther Subsidtes & Grants $2,348

Total Mileage

603,666 770,797 217,549 546,675 1,270,198 209,980 62,586 2,600 2392 242,882 40,885 9,072 264,495 S23 hie SIS ycbY| 249,224 476,014 435,235 595,368 62,099 Bates 203,036 OR 247 264,050 144,181 89,446 23,618 269,349 217,169 12,429 61,668 157,398