North America

York, Ontario, Canada

Challenge

The York Region Transit Authority is located in an area of suburban Toronto, known for heavy traffic congestion. Their goal was to provide an innovative and world-class transit system that would make a substantial difference in the mobility and quality of life of their residents. Their objectives included:

  • Attract a new type of passenger to public transit by enhancing every aspect of the customer experience.
  • Make it easy for bus passengers to connect to the Toronto subway
  • Implement "Next Bus" technology so riders always know when to expect the next bus, and ticketless boarding to minimize waiting time at stops
  • Ensure all employees are trained to be consistently friendly, helpful and professional
  • Encourage Transit-Oriented Development at key stops along busy corridors.
  • Improve air quality and support the environment

The York Region Transit Authority contracted with Veolia Transportation to operate and manage the service, including operating the buses, hiring, training and managing drivers, dispatchers and all staff involved in providing service, managing all service-related technology, and executing all aspects of vehicle performance, maintenance and cleanliness.

The Veolia Transport state-of-the-art Bus Rapid Transit system, named VIVA, experienced a 30% increase in ridership in the first year.

Veolia Transportation's Solutions

As the global leader in operating BRT systems, Veolia brought in experts from around the world to help our client launch and operate the VIVA Bus Rapid Transit (BRT) system. As a result of excellent collaboration between our York-based team and experts from the US and Europe, every one of the objectives listed above has been met.

Specific Veolia international expertise that supported our client:

  • Our experts helped to understand the special nuances associated with the high performance vehicles, and implement real-time information systems for passengers
  • We helped design many processes to ensure top-quality operational execution, including maintenance, customer care and sustainability.

Other Veolia expertise that supported our client:

  • Introduction of bio-fuels for the fleet vehicles.
  • Close cooperation with VIVA brand committee, to ensure that our service consistently meets brand promises
  • Annual Customer Satisfaction Survey which includes sophisticated data analysis

Results

  • VIVA experienced a 30% increase in ridership in year one
  • VIVA was recognized as "the most innovative transit network in North America" by the American Public Transportation Association in 2006.

Veolia Transportation operates a state-of-the-art Bus Rapid Transit system that enhances mobility and reduces congestion in this growing Toronto suburb. Find more solutions at: