Calgary Transit received the Innovation Award at the 2024 CUTA Awards Ceremony.

Calgary Transit launched “The Operator Zone” on February 20, 2024, a streamlined feedback system using QR codes across buses, trains, and shuttles. This initiative simplifies feedback and peer recognition for nearly 2,500 operators, fostering a safer, more efficient, and engaging workplace.

The main goal is to improve operational efficiency and employee engagement by making it easy for operators to provide feedback on issues like vehicle maintenance, safety concerns, scheduling, and recognizing peers. This helps reduce vehicle downtime and enhances service reliability. QR codes were installed on over 2,200 vehicles, allowing operators to access a range of short forms for quick reporting. Training materials ensured all operators were comfortable using the new system, which is adaptable to future needs. Since launch, The Operator Zone has generated over 2,300 actionable responses, improving response times and reducing major repairs.

The peer recognition feature has boosted morale, inspiring a new operator recognition program. Calgary Transit has also achieved cost savings from quicker issue resolution and can leverage collected insights for ongoing improvements. The scalable, adaptable design makes The Operator Zone an ideal model for other transit agencies, highlighting the impact of frontline feedback on organizational success and customer service in transit.