General Manager’s 2024 Annual Report

Onboard Camera Installation

Camera installations on our full fleet were completed in 2024. All fixed route buses and specialized vehicles were upgraded to 8 or 9 camera full digital IP systems including over the air updates along with wireless video download requests. All of our non-revenue (operations and maintenance) vehicles were also equipped with single front facing camera systems.

Niagara Riders Feel Safe

We consistently monitor rider safety and gather their feedback. In 2024 over 90% of riders reported feeling safe taking Niagara Transit. As a benchmark, the average among Canadian transit systems is 86%. Rider safety is a top priority and we will continue to focus on it in 2025.

Implemented Video Surveillance Policy

Niagara Transit implemented our video surveillance policy this year. The policy creates system design guidelines, notice of use requirements, and access and recording procedures. It ensures riders feel safe and staff have clear procedures to follow when dealing with surveillance of our fleet and facilities.

Customer Experience Department

The new Customer Experience Department rollout was completed in 2024. Thirteen dedicated customer service representatives were introduced to improve accountability, communications and customer support. The introduction of this service saw a 229% increase in trip booking calls and 191% increase in general customer service inquiries!

Introduced a New Client & Community Coordinator

Since September, our Client & Community Coordinator has engaged with the Niagara community and met with seniors groups, not-for-profit organizations, student groups and public organizations to educate residents about transit and gather feedback to help make service improvements.

Began Public Advisory Committee (PAC) Meetings

In 2024 our Public Advisory Committee began meeting and developing their workplan. The committee has a member from each local municipality in Niagara and several system stakeholders. Staff attended all PAC meetings to gather feedback and engage in discussions with the committee regarding transit services.

External Survey

In 2024 we conducted a survey of transit riders and non-transit riders to gather feedback. We had more than 700 responses, with close to 75% riders and 25% non-riders. This information is highly valuable to inform what we do moving forward on things like rider communications, demand planning, transit funding, and service improvements.

Strong Budget Performance

Niagara Transit had a strong budget performance in 2024. This was due in part to higher than anticipated UPASS and fare revenue, unbudgeted supplemental tax revenue, and savings on things like the commingled contract and fuel prices. The end of the year saw a significant surplus that allowed us to transfer funds to much needed reserves.

Consolidated Niagara Falls and Welland Operations

Welland staff shifted operations to the Niagara Falls garage in 2024. Having a single location for all south operations staff will ensure more efficient fleet maintenance and consistent access to transit leadership and dispatch staff for operators. It has also allowed for a repurposing of the Welland location into an interim training facility.

ZETF Application

The transit industry is moving away from fossil fuels and towards zero-emission vehicles. To ensure we are providing the best value for Niagara taxpayers we are looking to take advantage of federal and provincial programs including the federal government's Zero Emission Transit Fund, which we applied for this year. This fund will assist with our capital requirements to purchase new, zero-emission vehicles.

New Bus Operator Recruitment Model

To expedite the hiring process for applicants and maximize staff time we have moved to a new "recruitment day" model. This allows the interview and testing process to be completed for 40-50 pre-screened, invited candidates over a two-day period that would have previously taken weeks to complete.

Internal Communications Survey

In 2024 we conducted a fulsome communications survey with all Niagara Transit employees to help shape the development of the new employee newsletter and forthcoming intranet. The results will help us build these tools to best connect and inform all NT staff.

Job Analysis & Evaluation

We worked with a 3rd party to conduct job analysis and evaluation of all non-unionized roles. This standardizes our job descriptions within the organization and provides role clarity for our teams, helping to align the roles to our organizational objectives.

Niagara's First Transit Master Plan

In 2025 we will finalize the first ever Transit Master Plan for Niagara. This plan will guide how we move forward to improve and invest to keep people moving over the next 10 years. It's scheduled to be finalized in the fall of this year.

A New Approach for Commingled Microtransit

In 2024 we rolled out the commingling of our microtransit services; including all formerly contracted ondemand and specialized services. In 2025 we will continue to refine service to ensure AODA (Accessibility for Ontarians with Disabilities Act) compliance and provide reliable transportation for the most vulnerable in our community. It is an important step in creating a truly connected, barrier-free Niagara.

Transit Benefit Pass

For the first time in Niagara we will be launching the Transit Benefit Pass. This low-cost, monthly pass will support those receiving Ontario Works assistance, the Ontario Disability Support Program, or those meeting a low-income threshold. It will make transit available to nearly 50,000 more Niagara residents! We have partnered with Niagara Region's Social Assistance Services office to administer the program and to mitigate the cost to the taxpayer.

Fare Harmonization

Niagara Transit's fares will be harmonized for all trips at $3.50 beginning on July 1, 2025! This is an important step to make trips across the region affordable for riders and to prepare for future connections to the GO network and other transit providers in the Greater Golden Horseshoe.

New Buses and Specialized Vehicles Arriving

While many gains in service can be achieved through planning, there is no substitute for a reliable fleet thats size matches the demand for transit in our community. In 2025 we will be taking delivery of a number of new vehicles, both conventional and specialized, to replace our oldest and most challenging assets from a maintenance perspective. This will improve on-time performance (OTP) and reduce maintenance costs which have been heavy since Niagara Transit was formed. They will also display our great new brand, unifying it over time across the fleet!

Reliable and Consistent On-Time Conventional Service:

• Nearly 100% service delivery
• On-Time Performance of 83% vs. 79% industry peer average

Ridership Increase vs Budget Increase Since Amalgamation

Niagara Transit Snapshot

*2024 Budgeted Full Time Equivalent staff including temporary staff

Who Rides Our System?

Conventional Ridership

Specialized and Microtransit Ridership

¹ Provincial Average is based on Canadian Urban Transit Association Data, comparing similar-sized transit agencies (population 100,000 to 750,000)
² Revised

Digital Engagement