In the City of Calgary, technology has greatly enhanced transit services. Various tools and systems are employed to optimize operations, including route planning and scheduling, workforce management, real-time tracking, CCTV monitoring, and a centralized control center. These technological advancements have resulted in notable improvements in customer experience, resource management efficiency, and security measures. Introducing an online payment app has offered passengers a convenient and seamless ticket purchase experience. The City of Calgary consistently delivers reliable and forward-looking transit services to the community through a dedicated commitment to innovation and leveraging technology. In an interview with CIOReview Canada, Sharon Fleming, Director of Calgary Transit, explored the role of technology in enhancing transit.
As the director at Calgary Transit, what are your key roles and responsibilities?
As the Director of Calgary Transit, I am entrusted with a range of pivotal roles and responsibilities that encompass the efficient management and operation of the transit system. These duties are essential in ensuring the seamless provision of transit services to meet the mobility needs of Calgary's residents and visitors.
A key aspect of my role is strategic leadership. This involves setting the vision, mission, and goals for Calgary Transit in alignment with the broader transportation objectives of the city. I develop strategic plans and initiatives to enhance the overall transit experience and optimize service delivery by analyzing market trends, assessing community needs, and evaluating operational performance.
What are some of the challenges that you encountered in this role?
As the Director of Calgary Transit, I have encountered various challenges in executing my responsibilities. These challenges primarily revolve around different pillars of activity within the transit system. One significant challenge lies in the intricate process of scheduling and planning routes. This entails efficiently determining the optimal routes for buses or trains, considering factors such as passenger demand, traffic patterns, and operational constraints. Ensuring that transit services effectively align with the community's evolving needs requires ongoing analysis, adjustments, and coordination.
Technology is the driving force behind our success, empowering us to deliver reliable, convenient, and future-ready transit services.
Another challenge arises in the assignment and management of operators. Coordinating the schedules and work assignments of a large workforce comprised of bus drivers, train operators, and other personnel demands careful planning and allocation of resources.
How do you use technology to better your services at the City of Calgary?
The City of Calgary employs various technological tools to enhance transit services. Our route planning and scheduling tool optimizes bus and train allocation based on demand, traffic, and service requirements. A work shift assignment tool streamlines workforce management, ensuring efficient utilization. Real-time tracking devices on vehicles enable us to monitor service progress, promptly address issues, and provide accurate information to passengers. CCTV cameras and a command center enhance security monitoring. The Control Center manages bus and rail control, ensuring efficient service delivery. A contact center assists passengers with transit-related queries. An online payment app enables convenient ticket purchases via smartphones.
Are there any recent projects or initiatives you have worked on to improve the transit service?
One recent project that I can highlight is our fair integration initiative. During the COVID-19 pandemic, we recognized that cash transactions were less preferred by individuals, prompting us to introduce a new payment app to offer a convenient alternative. This initiative required seamless integration with our route planning app to ensure a smooth and user-friendly experience for our customers.
Implementing fair integration involved several significant steps. We carefully assessed the market and identified the most suitable payment app solution aligned with our objectives and customer preferences. Through extensive research and evaluation, we selected and integrated the chosen payment app into our existing transit infrastructure.
What will your advice be to your peers and colleagues in the industry?
My advice to fellow peers and colleagues in the industry would be to adopt a proactive approach when dealing with complex technology environments. It is essential to take a step back and understand the entire technological landscape before proceeding with further incremental investments.
By thoroughly assessing the existing technological infrastructure and investments, you can identify gaps, redundancies, or areas that require improvement. This evaluation should encompass the current technology systems, the organization's long-term goals, and anticipated future needs. Taking the time to assess the technology landscape enables you to make informed decisions about the next steps and investments. It allows you to identify opportunities for optimizing, consolidating, or upgrading existing systems, ensuring that future investments align with the organization's strategic objectives and provide long-term value.
