As a long-time Ottawa resident and observer of our city’s public utilities, I’ve witnessed firsthand the transformation of OC Transpo from a model of efficient public transit to a system riddled with challenges. Over the past two decades, a series of missteps, underinvestment, and a departure from rider-focused planning have led to a decline in service quality, reliability, and public trust.

From Transitway Triumph to LRT Troubles
In the 1980s, Ottawa’s Transitway was lauded as a pioneering bus rapid transit system, setting a benchmark for cities worldwide. Its dedicated bus lanes and efficient service made public transit a viable option for many residents. However, the shift towards the Light Rail Transit (LRT) system, particularly the Confederation Line, marked the beginning of a tumultuous era. 

Launched in 2019, the Confederation Line was plagued with issues from the outset. Frequent service disruptions due to door malfunctions, electrical failures, and even derailments became commonplace. These problems not only inconvenienced riders but also necessitated the reallocation of buses to cover LRT routes, further straining the bus network .

Service Cuts and Declining Reliability
In recent years, OC Transpo has implemented significant service reductions, often without adequate public consultation. For instance, in 2021, the agency planned service cuts without seeking rider input, leading to widespread criticism . By 2024, the city had cut $47 million from OC Transpo’s capital budget, removing 117 aging buses without replacements, resulting in a 3.5% reduction in bus service hours . 

These cuts have had tangible impacts on riders. Students, for example, have reported overcrowded trains, erratic service, and high fares, leading to dissatisfaction and calls for meaningful reforms . Community feedback has consistently highlighted issues with reliability and a lack of focus on the city core .   

Financial Strains and Leadership Challenges
The COVID-19 pandemic exacerbated OC Transpo’s challenges. A 38% drop in ridership since 2019 led to a $36 million revenue shortfall . Despite these financial strains, the agency increased fares in 2024, disproportionately affecting seniors and youth riders .  

Leadership changes have also marked this period. The recent departure of General Manager Renée Amilcar underscores the need for a strategic reevaluation of OC Transpo’s direction. Transit advocates have called for a “serious, honest” review of the system to address its myriad issues . 

A Call for a Rider-Centric Vision
To restore public trust and improve service quality, OC Transpo must adopt a rider-centric approach. This includes engaging with the community to understand diverse transit needs, investing in infrastructure to ensure reliability, and providing transparent communication about service changes. Equitable access must be prioritized, ensuring that transit services are affordable and accessible for all demographics.

The challenges facing OC Transpo are significant, but not insurmountable. By focusing on the needs of riders and committing to transparency and accountability, Ottawa can rebuild a public transportation system that serves its citizens effectively and efficiently.