'Broken system': Councillors call for steps to fix paratransit

Member of London city council took what they hope will be the first steps toward fixing extensive problems with paratransit, the on-demand London Transit Commission service for people with disabilities. 

At Wednesday's meeting of the civic works committee councillors heard delegations about paratransit's problems, in particular inadequate system capacity and no mechanism to book rides online. The delegation included stories gathered from users who said the system isn't meeting their needs. CBC News has reported about the system's shortcomings and need for change. 

"I knew we had some issues in paratransit, I frankly didn't know how bad they were ... until I heard those stories," said Deputy Mayor Shawn Lewis at Wednesday's meeting. "I frankly cannot believe that in 2023, that at the bare minimum by the end of this year, that we cannot have an online booking system and app available."  

Jacqueline Madden, former chair of the city's accessibility advisory committee told the committee that, after years of work, paratransit remains a "broken system." 

Jeff Preston, an associate professor of disability studies, also told the committee the system must improve. 

Kelly Paleczny, the LTC's general manager, said the issues flagged by Preston and others are being worked into their strategic plan for this year. 

"They are all works in progress," she said. "In terms of finite deadlines, I certainly can't commit to that at this point, but they are all included on the work program for 2023." 

The committee passed a motion recommending that the LTC report back to civic works with their plans to implement the following service upgrades:

• Same-day booking for trips, smart card access in all busses and sensitivity training for drivers by 2023.
• Online booking options, live bus tracking and "increased efficiencies to reduce travel times by next year." 
• Moves to increase annual ride capacity by 10 per cent within the next four years. 

Any system enhancements will come with a cost, and Paleczny pointed out that including them in the city's strategic plan, which is currently in draft form, would help get them funded. 

"If there's specific things council is looking for ... then council support of that submission would be required," said Paleczny. 

Coun. Jerry Pribil, who sits on the LTC board, said addressing paratransit's problems is a priority. 

"We will certainly take steps to deliver better results," he said.