Ridership recovery

Transit ridership in Mississauga and across the Greater Toronto and Hamilton Area is expected to return to pre-pandemic levels over the course of years – rather than months.

MiWay is committed to build back better. We’ll do this through new service goals that are aligned with the City’s COVID-19 Recovery Framework and the City’s Strategic Pillars.

Read the full MiWay COVID-19 Ridership Recovery Strategy.

MiWay service goals

The following goals will focus our recovery efforts:

Plan and deliver on-street service that adapts to meet changing customer demand

MiWay regularly examines changing travel demand patterns, and will continue to measure the pace and the degree of recovery across the city in order to forecast future needs.

On-street service delivery must strike a balance between the needs of customers and remaining financially viable in the environment of reduced revenue ridership.

To do this, MiWay is focused on:

  • Responsive service planning to balance on-street service and manage operational efficiencies
  • Active route management to ensure service reliability and on-time performance
  • Agile workforce management to minimize impacts on daily service delivery
Build and maintain a network that meets the needs of customers and supports a transit-oriented city

Building public transit technological and on-street infrastructure capacity in Mississauga continues to be a priority and highlights our ability to work closely with all levels of government to secure funding for projects that will help move people across our city, enhance the customer experience and help build a transit-oriented city.

To do this, MiWay is focused on:

  • Capitalizing on existing funding opportunities offered through the provincial and federal governments
  • Planning and implementing change through strategic plans
  • Leveraging multimodal transit hubs
  • Building technology capabilities through the Smart City Master Plan
Put the needs of the customer at the forefront of everything we do

To restore and regain ridership, MiWay must deliver a reliable and quality service, understand who our customers are, and meet changing customer needs.

To do this, we must:

  • Understand the customer experience through continued market research of both current riders, non-riders and lapsed riders
  • Keep MiWay relevant through audience specific campaigns and programs to engage employees and inspire and attract riders back to transit
  • Support customer needs through Enhanced Customer Feedback and Information Line Support
  • Adopt new technology to provide timely and relevant service information through our key online and social channels, and third-party trip planning applications
  • Invest in staff through new and enhanced training and development opportunities
  • Launch the MiWay Customer Charter and report on its commitments
Integrate higher-order transit services and interregional connections

Continued investment in MiWay’s transit fleet and infrastructure over the next four years will ensure transit remains a viable and attractive option for residents and visitors in Mississauga. Success here will be critical to maintaining MiWay’s current ridership base and to rebuilding overall ridership numbers.

MiWay will focus its growth investments in the following areas:

  • Implementation of the MiWay Five 2.0 – The Next Five Service Plan as ridership returns to pre-COVID levels and when service growth warrants
  • Investigate the benefits and costs of on-demand service options to meet service needs in specific areas
  • Building, and servicing a Higher Order Transit integrated transit network; Hurontario LRT, Lakeshore and Dundas BRT and neighbouring city’s higher order transit expansion
  • Building sustainability to meet the City’s Climate Change Action Plan goals by adopting new hybrid bus and fleet technology, and participating in green facility study and hydrogen pilot projects
  • Bus Replacement Management Plan to manage future fleet requirements while alleviating existing operating expense on buses not required to fulfill daily service, while maintaining the ability to respond quickly to fill daily service requirements

When MiWay returns to pre-COVID ridership levels and as growth is warranted, service and fleet growth investments will be managed through the City’s annual budget process.

Balance value (service provided) for money paid (customer)

As the city re-opens MiWay will take this as an opportunity to understand the changing travel demand, and to measure the pace and the degree of recovery across the city in order to more accurately forecast the future needs and revise plans to operate transit.

To manage revenue and fares, MiWay will:

  • Apply for, and leverage available Transit Relief Funding available through the provincial and federal governments
  • Review MiWay’s transit fees and fare strategy
  • Participate in both fares and local service integration discussions with 416 and 905 transit service providers
  • Review future fare payment options through PRESTO open payment and third party e-ticketing solutions