OC Transpo customer service ‘ill-prepared’ for LRT: document
Ottawa Citizen

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By Jon Willing, Ottawa Citizen, July 21, 2016

OC Transpo’s customer service approach is “ill-prepared” for the switch to LRT and the agency should have a new strategy in place a full year ahead of the launch, a document prepared for Transpo management shows.

Transpo hired Janet LeBlanc and Associates to assess “customer experience modernization” before the 2018 LRT implementation. Postmedia obtained the consultant’s report through an access to information request.