OC Transpo Flunks Reader's Test

{another article by Ken Gray}

{Also at http://communities.canada.com/ottawacitizen/blogs/bulldog/archive/2009/1... }

OC Transpo Flunks Reader's Test
By Kenneth_Gray Sat, Oct 17 2009 COMMENTS(3) The Bulldog
Filed under: City of Ottawa, OC Transpo, transit, O-Train

Here's a person with an interesting tale. A test trial of OC Transpo has the person buying a fuel-efficient auto:

Three months ago I got wind of "low car diet" and "carless for a month" challenges making their way to different cities across North America . It seemed like it's all upside: one less car on the road, less pollution, less money spent on gas and parking, less time lost to congestion. It may even help me improve my fitness and drop some pounds.

Rather than half commit by only giving up my keys for the month, I jumped in head first and gave up my car altogether. I'm into my fourth month.

I learned very quickly that transit in Ottawa is geared towards getting people downtown during morning rush hour, and back out at end of business day. I live and work centre west, Hampton/Island Park and Confederation Heights respectively. Counter to intuition, the most efficient route (most available buses) takes me in the opposite direction to my workplace, where I transfer at Bayview to the O-Train, then backtrack to Confederation.

For months one and two the O-Train met my expectations (Wi Fi would have exceeded them). Seats were always available, climate and ride comfortable, and the posted schedule accurate. Although I was pleasantly surprised, I continued to purchase tickets at a local convenience store, or at O-Train dispensers. Buying a bus pass seemed too great a committment to the pessimist in me.

September rolled in and so too did the students, in droves. Every morning the Bayview platform exceeds capacity. Chaos ensues as hundreds embark and disembark, some rushing to catch their connections, others competing not just for the last seat, but often for limited standing room.

Arrival and departure times became increasingly inconsistent. As waiting crowds grew and delays lengthened, I would often glance up to PA horns in anticipation that someone at OC HQ would announce an estimated time of arrival (Knowing how long the wait always seems more tolerable than not knowing). That never happened.

First stop Carling Avenue. Some commuters cannot board for lack of space.

Third stop, chaos ensues yet again, although this time the symptom of egress only. The source? Perhaps the modest eight foot gateway to a hundred foot platform, give or take. It's quite entertaining to watch, from the comfort of a newly available seat, a few hundred students, rushing to the morning's first lecture, squeeze through such a small opening in the chain link fence. Could that also be a source of delays?

Despite these new challenges I decided to take one more step towards commitment. I purchased my first bus pass ever just a little over a week ago. It was not without trepidation. The winter cold is just around the corner. On the other hand, I am enjoying the extra cash and haven't, to date, been too inconvenienced. Admittedly the peer pressure is also mounting with growing numbers congratulating me for being green. And I really do want to prove naysayer wrong.

To my shock and dismay, I could not buy a pass for November, just 3 weeks away, nor for December. I asked myself what king organization would not want revenues in advance of service being provided? What kind of organization makes it difficult for me to give it my money? What kind of organization would inconvenience me with a monthly trek to one of a handful of retailers that may or may not have passes on hand? One that values my patronage?

I can purchase and print concert and movie passes online. I can even
purchase airline tickets online and print e-tickets form the comfort of my home, or download them to my agenda or PDA. To protect the consumer from loss or theft, proof of purchase for any of these is stored in databases. That's the information age. Get on board or close up shop. I digress.

On and off the train I go, trusty bus pass in my wallet. No worries trying to find spare change in my coat pockets. No delays making that last dash to my next connection.

My bubble burst. This morning I was hauled of the train like a common criminal. My freshly pressed shirt, tie and business suit must have raised suspicion. Do I fit the profile of a seasoned transit fraudster?

My pass was deemed "not valid", despite the $84.75 exchange. The small print (the very small print tucked away inside the pass) states that the monthly pass is not valid unless the photo ID's number is printed on it. OC-Transpo counter staff made no mention of this, nor did countless bus drivers point this out. Lesson learned, and the day's first meeting missed.

Is this the last straw? Likely. All the honourable benefits sited above are increasigly being outweighed by inconvenience and a growing numbers of inexcusable challenges. A city that is truly committed to transit (and less congestion, and less pollution etc.) must strive to continuously improve how it provides its services, and look for creative (up to date) ways to improve access, comfort and convenience to all customers, and in particular those of us that are on the fence.

I have seen little evidence of this client-oriented culture. The last three months may prove no more than a failed "test drive", albeit a well intentioned one.

Do I hold any hopes for a modern and efficient rail service in Ottawa/Gatinau? Not not during my career, and certainly not before
OC-Transpo fixes the basics.

A faceless, nameless rider among others, but only until I choose my next car, with some 7500 commutes to go. As for making a difference, I can only strive to buy among today's most fuel efficient cars.

No incentive, no support. Lesson learned first hand. Thanks. Onto the real test drives.