OC Transpo has introduced a new Customer-First Action Plan focused on improving the customer experience at every step of the transit journey. 

The plan is organized around four priorities: making service more reliable, putting customers first, strengthening financial stability, and building a sustainable workforce. It outlines 10 actions to help improve reliability, communication, safety, financial sustainability, and workforce support across OC Transpo, including O-Train, bus service, and Para Transpo.

More information can be found here: 
https://www.octranspo.com/en/customer-first-action-plan#customers-first