HSR partners with McMaster to re-imagine transit based on riders' feedback

On Monday the HSR announced that the transit system will collaborating with researchers at McMaster University in an effort to improve customer service by using extensive feedback from riders.

The project's goal is to "re-envision" transit in Hamilton.

"At a high level, we're going to go out to talk to our customers and find out what they need in a transit service," said Hamilton's director of transit, Debbie Dalle Vedove.

"We're going to find out if we're servicing the right areas of the city. We're going to ask if we're running buses to the places where our customers need to go.

"We're going to ask for ideas on how we can improve our routes, our destinations and our schedules. We're going to try to identify ways that we can make transit better."

Billions of data

Data will be collected through surveys, focus groups and other ways that information can be gathered, from customers, operators and community members.

Researchers from McMaster's faculty of engineering and the McMaster Institute for Transportation and Logistics, who are behind the research will present their findings and suggestions to the city.

"We are aiming to measure the perceived quality from HSR that current users are currently experiencing with the service and the desired level of quality from HSR that will potentially attract more riders and more users to the service," said Dr. Moataz Mohamed, assistant professor in the faculty of engineering, department of civil engineering.

"It's going to be a big project. We want to be sure that we're not jumping to conclusions or just putting Band-Aids on everything," said Dalle Vedove.

The transit director says she's not sure if it's going to mean a "complete reconfiguration" or a minor redesign. 

Transit strategy

The new project is expected to cost just under $100,000 for two years of work. 

Dan McKinnon, general manager of public works, says this year marks the third year of implementing the 10-year transit strategy.

"For too long there's been common refrain around the city to fix the HSR. For too long city has invested in transit without seeing the improvements that they envisioned. Today is an important step to change that process," said McKinnon.

"Going forward, the voice of the customer needs to be heard and reflected in service on the street," said McKinnon.

The announcement was made Monday at the John Hodgins Engineering Building at McMaster University.

The HSR management team travelled to and from the university campus by bus.