| Abstract |
Canadians want their transportation actors to deliver integrated, human‑centred mobility at network scale, yet decision-making, monitoring, and land‑use alignment remain fragmented, and long-term planning tools, elusive; leading to results that fall short of those expectations.
The challenges are interrelated: business cases still reward inputs (spend, scope, assets) rather than outcomes, so projects optimise capital delivery over long-term door‑to‑door performance and modal shift. Corridor designs remain bespoke and difficult to replicate in the absence of standards and pattern libraries, yielding a user experience that is weakly observable: few user‑visible KPIs, limited telemetry and no public dashboards. Decision‑makers cannot see what improved or regressed; uncertainty and leadership turnover interrupt continuity when intent is not embedded in compacts, SLAs and funding gates.
Yet, social acceptability depends on options that promote dignity, safety and belonging throughout the journey (from digital to physical, from stations to vehicles). Without visible hospitality and consideration, modal shift stalls, especially for those with options.
This talk will propose and test a governance model that would contract for the door‑to‑door experience using user‑observable KPIs: P90, Friction Index, Spontaneity Rate, Equity Index, plus a qualitative Hospitality & Belonging score.
An approach to funding and permissions driven by the adoption of station compacts and compact‑plus‑network land‑use tools between infrastructure builder, operator and the municipalities they serve will also be explored.
With a methodology built on comparative review (Canada, UK, France, Japan), the paper and discussion will explore the development of a polycentric “experience contract”; mixed‑methods evaluation (instrumented journeys, structured FI audits, intercepts and public‑life observation); pilot implementation with KPI‑gated funding, open‑data SLAs and disruption ladders; and a template business‑case appendix that monetises time/reliability while reporting equity and HB distributions.
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