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1990

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The Hamilton Street Railway Company Dop Canada Coach Lines Limited NTS ¢ 1990 Annual Report «

e COMPANY PROFILE ¢

The Hamilton Street Railway Company serves the public transit needs

of the Regional Municipality of Hamilton-Wentworth.

As part of the Regional Transportation Department, HSR is directed by a nine-member

Transportation Services Committee.

Operating from two facilities - one in downtown Hamilton, the other on Hamilton Mountain -

HSR employs approximately 800 people.

With a fleet of 284 buses - natural gas, electric trolley, and diesel - HSR carries more than 26 million passengers per year.

In 1990, the fleet covered more than nine million miles.

The Hamilton Street Railway Company has two wholly-owned subsidiaries:

Canada Coach Lines Limited and Safety Service and Adjusters.

Canada Coach Lines Limited operates within the Golden Horseshoe area of Southern Ontario, and specializes in scheduled inter-city service, charter service,

tours, sightseeing, and parcel express service.

Operated by HSR, Safety Service and Adjusters is a licenced insurance adjuster

that also acts as the company's safety watchdog and risk analyst.

Transportation Department « HSR/CCL

Commissioner of Transportation/ Environmental Services

¢Human Resources eAccounting Services eInformation Systems

Administrative Services

e*HSR Operations & Administration eCCL Operations & Administration eSafety Service & Adjusters

Operations Division

ePlanning & Operational Design eMarketing & Customer Services eFare & Revenue Administration eTravel Forecasting

Transportation Services Division

eVehicle Maintenance ePlant Maintenance & Engineering ePurchasing & Stores

Maintenance & Engineering Division

e THE REGIONAL MUNICIPALITY OF HAMILTON-WENTWORTH e

R. J. (Reg) Whynott

Regional Chairman

Robert E. Wade Chairman, Transportation Services Committee

c

Transportation Services Committee Members Robert E. Wade (Chairman) John Addison David Wilson Don Drury John Gallagher (Vice-Chairman) Mary Kiss Fred Lombardo Henry Merling Tom Murray R. J. Whynott

e OPERATIONS DIVISION e

OPERATOR WORK STATIONS IMPROVED

e New operator's seat cushions were installed fleet-wide. The improved cushions provide HSR operators with increased support and comfort.

e Several seat models were tested by HSR's Special Task Force on Bus Seats in order to find one which best meets the health and safety needs of operators. Once selected, the model will be

fitted on all new fleet additions.

NEW IMAGE FOR OPERATORS

e The introduction of a smart new uniform promoted a modern and professional image of the HSR operator and the organization as a whole. Grey pants and a light blue shirt are comple- mented by a navy blazer and tie. HSR's blue

and yellow

crest is em- broidered on both the tie and the blazer pocket.

e Distribution began in February and by year end close to half of HSR's operators were enjoying the comfort and style of the light, well-cut outfit.

The rest of the operations team should be outfitted bythe end of 1991.

OPERATORS DISPLAY SKILLS AT BUS ROADEO

e The 9th Annual Bus Roadeo tested the driving expertise and public transit knowledge of HSR's finest operators. Mario Giannini took first place, Ken Later second, and Bob Miller third.

Mario went on to repre- sent HSR at the CUTA National Roadeo in Calgary, Alberta where he placeda

very impres-

sive third.

AVLC SYSTEM ASSISTS OPERATORS AND CONTROLLERS

e Final testing of the Automated Vehicle Location and Control (AVLC) equipment was completed and the system became fully opera- tional early in the year.

e AVLC provides HSR's central control room with detailed minute-by-minute activity on any given route in the system. On the street, opera- tors are secure in the knowledge that controllers are instantly aware of any difficulties and that

help can be dispatched immediately.

SAFETY SERVICE & ADJUSTERS

e SS&A, HSR's owned and operated insurance adjuster, produced acomprehensive report on the new Ontario Motorist Protection Plan, known as no- fault insurance. Published by the Canadian Urban Transit Association, SS&A's report discussed how the new legislation would impact on public transit organizations.

e Substantial premium savings were realised in 1990 when SS&A changed HSR/CCL's insurance contracts.

e = In1990, SS&A received 1,618 claim reports, down from 1,636 the previous year. Of this number,

279 claims warranted action, a significant decrease from 585 in 1989.

WSTC IN FULL OPERATION

e The WSTC Maintenance Garage became fully operational in early 1990. New equipment, addi- tional space, and bright modern work areas resulted in an increased capacity for maintenance and repair activities. This situation allowed for the closure of the MRTC Maintenance Garage on weekends and holidays, resulting in substantial overhead cost re-

ductions to the company.

VEHICLE TECHNOLOGIES EXAMINED

e¢ With much of the HSR fleet due for replace- ment over the next 20 years, acomprehensive study was initiated to evaluate alternative vehicle technol- ogy. Key considerations included environmental factors - air and noise pollution as well as visual intrusion - cost and availability of fuel, and eco- nomic ramifications. The three alternative fuel options under examination include emission- controlled diesel, compressed natural gas, and electric trolley.

e HSRestablished a five-member steering committee, comprising of two members from the

Ministry of Transportation, two from HSR, and one

citizen representative, to develop a study design, and

to oversee and evaluate the findings.

e Inaddition to various studies conducted by transit consultants, several public meetings were held to solicit suggestions and opinions from residents of the region. A final report is expected in

MNS Ale

SPECIAL PROJECTS

e Three diesels were converted to compressed natural gas, bringing HSR's CNG fleet to ten.

e Air-assist steering was installed in thirty of the fleet's older buses. This feature provides increased vehicle manoeuvrability.

e HSR's fleet of sixteen E800 Flyer trolley

coaches were equipped with small diesel genera-

e MAINTENANCE & ENGINEERING DIVISION e

tors. These generators are invaluable during power failures or route detours.

e All articulated buses were tested for signs of stress and fatigue around the hinge areas. This was initiated in response to problems experienced by other transit companies in Ontario.

e Seat panel and cushion colour scheme was standardized fleet-wide. Grafitti is less noticeable on the new dark brown panels. This move is an im- portant step in the effort to keep vandalism and the

associated costs under control.

COMPONENT SHOP ESTABLISHED

e A new Component Shop has reduced costs and improved efficiency. A team of main- tenance spe- cialists inspect, repair, and rebuild compo- nents such as small motors and compres- sors.

e A special module of HSR's computerized Vehicle Maintenance System compares the costs of new components, rebuilds done in-house, and

rebuilds done by outside component shops.

WINNING SUGGESTIONS

e HSRcontinued to enjoy great success in the Regional Suggestion Plan. Seventeen employees received awards for suggestions that will save the company both time and money.

¢ Twoemplovees shared the top prize of $5,000 for designing a computer system that is expected to save HSR over $50,000 each year. The system tracks warranties on new and rebuilt components

used in the maintenance garage.

e ADMINISTRATIVE SERVICES e

EMPLOYEE HEALTH CENTRE

e HSR'sEmployee Health Centre completeda very successful first year of full-service. Employees were attracted by the comfortable informal atmos- phere and were won over by the eagerness and enthusiasm of EHC staff. With a commitment to wellness programming, EHC launched three major programs during 1990.

e "Heart Smart” focused on educating employees

on all

aspects of cardiovascu- lar health. Displays and presenta- tions were ; reinforced Sow vat, with a series of printed materials and hands- ondemon- strations. The HSR cafeteria also implementeda special Heart Smart lunch menu.

e Personal "Fitness Profiles" are offered free of charge to allemployees. An independent athletic consultant meets with individuals, evaluates their current fitness level, and assists in the design of a personalized fitness program.

e A flu vaccination program launched in the fall attracted over 150 employees. Absenteeism rates were closely monitored over the 1990-91 fluseason. Results indicated HSR's net value of lost time

savings as close to $9,000.

INFORMATION SYSTEMS

e Information Systems was invited to play a key role in a network pilot project for the City of Hamilton and the Regional Municipality of Hamil-

ton-Wentworth. The department designed acom-

puter network to electronically connect the two physically separate groups and is now working on the installation of a region-wide network.

e Acomprehensive Materials Management System was completed. This package has stream- lined HSR's entire purchasing, inventory, and internal distribution functions.

¢ Tokeep pace with increasing demands on HSR's computer systems, numerous upgrades and reporting functions were added to the Transit Opera- tions Systems (TOS) and the Vehicle Management System (VMS).

e Aclaims tracking package was developed for Safety Service & Adjusters, anda ticket audit sys-

tem was developed for Canada Coach Lines.

ORIENTATION PROGRAM e Implemented in March, this Human Resources program familiarizes the new employee with their surroundings and provides an introduction to the company's operation and organization. Appropriate safety and training programs are sched- uled, and HSR's policies, procedures and benefits packages | are dis- y pone y’| cussed in detail. e Acomprehensive information package is provided to the new employee. It describes HSR's various departments and their functions, and in- cludes publications such as union agreements and

benefits manuals.

e TRANSPORTATION SERVICES DIVISION e °

ROUTE AND SERVICE IMPROVEMENTS

e Upper Ottawa - Route 22: Service extended to Rymal Road and Upper Mount Albion.

e Upper Sherman - Route 24: Service extended to Beaverton and Upper Sherman.

¢ Governor's Road - Route 54: Four-month trial service implemented in September.

¢ = Airport/Mount Hope Shuttle: New service operating between Hamilton Airport, Mount Hope, and the downtown core.

e Bayfront - Route 4A and Nash - Route 57: Im- proved routing through Nashdale neighbourhood.

MAINTAINING CONTACT

e [n1990,morethan 1,400 customer contacts were received. Close tracking of complaints, requests, and suggestions helps us to monitor and improve on our performance.

e Tokeep riders up-to-date, HSR distributed over 100,000 timetables, provided route and schedule information to more than 700,000 callers, and published a variety of notices and newsletters.

e HSRservices were also promoted at numerous open houses, trade shows, and community centres. Students were kept informed through orientation week information centres at the college and univer- sity level, and through school visits and tours at the

junior school level.

BUS STOP AND SHELTER PROGRAM e Aspart ofan on-going program, HSR installed

40 bus shelters, 20 bus shelter benches, 140 concrete

landing pads, and 12 new bus stops.

FARE ADMINISTRATION

e HSRassumed responsibility for two programs previously administered by the City of Hamilton. The Group 'A' Program serves several thousand Regional residents on a monthly basis. The Senior Annual Over 70" Program serves more than 10,000

individuals on an annual basis.

THINK ENVIRONMENT e SR's 1990 marketing campaign promoted the

environmental and economical benefits of public

transit. Exterior bus panels reminded passen-

gers, pedestrians and motorists that HSR offered "The Sensible Solution" to saving money and

saving the environment.

1991 TRANSIT SERVICE PLAN

e Regional Council directed each department to develop program options in 1991 to enable a zero percent increase in costs. In response, HSR's 1991 Transit Service Plan was developed. e Routes were reviewed to determine current performance levels and to pinpoint possible defi- ciences. To encourage public input, initial proposals were presented at a series of information meetings. Comments received at the meetings had a major

impact on the final Plan approved by Council.

THANKING OUR CUSTOMERS

e Inkeeping with tradition, several special services provided during the festive season thanked HSR customers for their patronage throughout the year. During December, free rides were offered on HSR's Christmas Bus which was sponsored by radio stations CKOC-1150/K103FM ana TV-Facts Magazine. Free service was provided on Christ mas day courtesy of the Regional Municipality of Hamilton-Wentworth. Free service was also offered

on New Year's Eve courtesy of Amstel Brewery.

e "EASIER ACCESS" DEVELOPMENTS «

IMPROVING ACCESS TO PUBLIC TRANSIT

e "Easier Access’ isanew program designed to

make =n : i et ase

public transit more acces- sible tothe

frail,

erly, and those with special needs.

e HSR-and several other transit organizations in the province - is working together with the Ontario Ministry of Transportation and the Ontario Urban Transit Association to introduce new equipment and

services throughout the transit system.

HSR SWINGS INTO ACTION

¢ Morethan 100 people, including employees, politicians, and local seniors, gathered in the WSTC garage for the official launch of HSR's “Easier Access" program.

e Following an official ribbon-cutting ceremony, guests were invited to inspect the special features on board one of HSR's "Easier Access" buses.

e Special guests at the launch included Re- gional Councillor Geraldine Copps, Regional Chairman Reg Whynott, Minister of Transporta- tion Ed Philip, and Transportation Services

Committee Chairman Bob Wade.

EASIER ACCESS EQUIPMENT

e HSR's 15 "Easier Access” buses allow persons who have difficulty with steps to board and alight more easily. The front end of these buses can lower to within inches of the ground. This is especially helpful when the bus cannot pull right up to the

curb. An additional 15 buses are on order.

e HSR's 40 new Easier Access" bus shelters offer increased safety and convenience for all passengers. Some of the features include brightly coloured = stripes | across _ glass walls | and

panels, as well as entrances facing the sidewalk. Interior benches offer assistance to those who have difficulty stand- ing or walking. e Aseries of raised ridges installed between the shelter and the curb act as tactile guide signals for

those who carry the white cane.

e A Telephone Device for the Deaf (TDD) is used by HSR to provide route and schedule information to people who are hearing im- paired. A visual message display is built into the TDD set and allows individuals to contact HSR

Information

Services directly.

e EMPLOYEE RELATIONS e

WE'RE A TEAM

¢ Morethan 300 employees celebrated HSR's 3rd annual Team Day onJune 24, 1990. Team Day brings together employees and their families in an informal environment and allows everyone to recognize and reward the safety and service achievements of their co-workers. More than 50 HSR and CCL employees

were presented with awards in 1990.

FIGHTING FIT e HSR's first "Fit Day Workout" was a great success, attracting employees from every depart-

ment. As

part of the prov- ince- wide pro- motion, fifteen- minute workouts

were

offered at the WSTC and MRTC.

RETIREE ACTIVITIES

e Since its inception in 1974 the Annual Reunion Luncheon, held in honour of all retirees, has beena very special event. The 1990 luncheon was no

exception, with retirees from as far afield as British Columbia and Nova Scotia making the trip to Ham-

ilton. Close to 200 retirees, quests, and employees

attended the luncheon on May 19th.

* Morethan 250 retirees and employees attended the annual Retirement Banquet on September 29. Eleven recent retirees received awards from the company.

e The Annual Pensioners Association Picnic attracted a great turn-out on July 27th. Trans- portation to Hidden Valley was provided by HSR with recent retiree Max Peddle at the wheel.

e The Pensioners Associatiori got together again

on December 20th fora Christmas luncheon.

REMEMBERING OUR RETIREES

Our thanks and best wishes go out to the fol- lowing HSR/ CCL employees

who retired in

1990...

Max Eugene Ahlfors Alexander John Andrews Roland Rene Boileau Michael Miles Chanady Frederick Fama Robert Thomas Furlong Russell Frank Gregor Orland James Gumbert Margaret Jean Harrison Klaas Klad Wanda Kocsis John Kronemeyer Harold Elmer Lannin Benjamin Frank Lundy Lawrence Roger Martin Vera Scarfe Lloyd Scott Donald Kenneth Telfer Robert Joseph Vandebili Dirk Vanhuis Simon Voskamp Ronald Leonard Walker

| e THREE-YEAR PROFILE «

A snapshot of HSR operations as at year end December 31, 1990.

Service Area Population (‘000) Revenue Passengers ('000) Miles Operated (‘OO0) Revenue Passengers Per Capita

Revenue Passengers Per Mile

Revenue ('000) Transportation $23,150 Subsidy/Grants/Levies $27,262

Expenses (000) $50,412

Per Passenger Transportation Revenue Subsidy/Grants/Levies Expenses

Per Mile Transportation Revenue Subsidy/Grants/Levies Expenses

Revenue/Cost Ratio %

Number of Employees

Rolling Stock

(Active and inactive fleet) Diesel Coaches Trolleys Articulated Coaches Natural Gas Coaches Total

Adult Basic Cash Fare

e REVENUES & EXPENSES e

HSR statement as at year end December 31, 1990. 1990 1989

REVENUE (‘000) Farebox Cash

Ticket Pass

Advertising

Other Revenue

Operating Subsidies & Grants City of Hamilton

Provincial

Other

TOTAL REVENUE

EXPENSES (‘000)

Administration Maintenance Operations Transportation Services Executive Services

TOTAL EXPENSES

| e BALANCE SHEET e

HSR balance sheet for the year ended December 31, 1990

ASSETS

Current Assets

Cash $ 130,762

Employee Working Funds 18,500 Accounts Receivable Zoi oes4U tl Inventory 784,816

Prepaid Expenses 439,399

4,156,878

Total Current Assets

TOTAL ASSETS $4,156,878

LIABILITIES & CAPITAL

Current Liabilities

Accounts Payable $ Unredeemed Ticket & Pass Reserve Accrued Liabilities

301,067 291,615 4,118,391

Total Current Liabilities ATL OG

Capital

Unfunded Capital Outlay Working Fund Reserve Insurance Reserve

(L302,357) 662,789 65670

Total Capital (554,198)

TOTAL LIABILITIES & CAPITAL

$4,156,878

Notes to Financial Statements

1. Significant Accounting

Policies

a)Inventory

Inventory is valued at the lower of average cost and replacement cost. b) Recognition of Revenue Ticket and pass revenues are rec- ognized when the tickets and passes are honoured on the vehicles. This treatment gives rise to an esti- mated liability for tickets and passes which have been sold but which have not been redeemed or used

| at the end of the fiscal year.

c) Consolidation

The Hamilton Street Railway Com- pany and its subsidiary companies are not consolidated herein, but are consolidated in the financial statements of the Regional Mu- nicipality of Hamilton-Wentworth.

2. Transit Employees Pension Plan

Approximately 800 HSR/CCLem- ployees are members of this plan and will be future beneficiaries under the terms and conditions of this pension plan. As at December 31,1990 the plan is estimated to be fully funded.

3. Related Party Transactions The company shares facilities with its subsidiary, The Canada Coach Lines Limited, and costs are allo- cated based on usage.

4. Economic Dependence

The company operates as a de- partment of the Regional Munici- pality of Hamilton-Wentworth, which owns the corporation, and is accounted for by the Region in their audited financial statements.

ACCESSOBUS PROGRAM ENTERS SECOND YEAR

e This three-year demonstration program,

spon- . ee : = sored |

by

Trans-

ada, set out to deter- mine the fea- sibility

and market response to an inter-city transit service

e CANADA COACH LINES/FUNeTREK TOURS e

offered one free round-trip between any two des-

tinations on CCL's inter-city routes.

EDUCATIONAL TOURS PROVE POPULAR

e More than 2500 students enjoyed compre- hensive educational tours of cities throughout Canada and the U.S.A. Tours, which are custom designed by CCL, are offered to popular destina- tions such as New York City, Washington DC, and Quebec City.

AWARD-WINNING SALES e For the fifth consecutive year, CCL won the

"Blue Jay Home Run Award.” The award was

for travellers with mobility impairment.

e As part of the program, CCL operates six wheelchair lift equipped coaches on routes between Kitchener, Cambridge, Hamilton, St.

Catharines, and Niagara Falls.

e Many repeat users have taken advantage of the Accessobus program since its implementa- tion in October 1989. A high comfort level with the lift and the on-board security features has

been reported.

e CCLcelebrated its first year of Accessobus

service

with a

if Free Ag OTe

passen-

gers, and their travelling companion, were

presented to sales repre- sentative Alistair Hamilton for achieving the highest ticket sales for the entire Blue

Jay Season.

LINE SERVICE CONSOLIDATED

e CCL continued to streamline operation of line services during 1990. The most significant move in this consolidation effort was the sale of CCL's Hamilton-Brantford operating license which generated revenues to help offset existing

capital debt.

e REVENUES & EXPENSES e

Canada Coach Lines Limited statement as at year end December 31, 1990.

REVENUE (‘000)

Route Line Service Charters

Tours & Sightseeing

Fun Trek Tours

Grayline Hamilton/Burlington Grayline Niagara Falls

Other

Commissions Earned Racetrack

Coach Rentals

Bus Parcel Express Transfers-Reserves Miscellaneous

Contracts Regional Levy Other

TOTAL REVENUE $8,702 $8,700

EXPENSES ('000)

Administration Maintenance Operations

Direct Services Capital Acquisitions

TOTAL EXPENSES $8,700

e BALANCE SHEET ¢

Canada Coach Lines Limited for the year ended December 31, 1990.

ASSETS

Current Assets Cash rosa aes 1 8 Employee Working Funds 10,770 Accounts Receivable (31,739) Inventory 150,413 Prepaid Expenses 71,806

Total Current Assets 413,161 Other

Mortgage Receivable 10,090

Sundry Deposits O27 5

Total Other 16,365

TOTAL ASSETS $429,526

LIABILITIES AND CAPITAL

Current Liabilities Accounts Payable $ 56,206 Accrued Liabilities 344,998 Total Current Liabilities 401,204 Capital Common Stock 10,000 Insurance Reserve ls. 322

Total Capital LO, dae

TOTAL LIABILITIES AND CAPITAL $429,526

i

THE HAMILTON STREET RAILWAY COMPANY

gional Municipality of Hamilton-Wentworin

Qwned and Operated by the Re

Produced by: HSR Customer Services Group

For Further Information: Carole Morris-McHugh The Hamilton Street Railway Company 330 Wentworth Street North Hamilton, Ontario Canada L8L 5W2

Telephone: (416) 528-4200 Fax: (416) 528-5410