STM received the Equity, Diversity and Inclusion Award at the 2023 CUTA Awards Ceremony.

STM has taken significant steps in enhancing customer accessibility since 2023. Customers now have real-time access to elevator and escalator statuses, along with an exclusive route calculator, available on STM’s website and mobile app. This project benefits all customers, aligning with CUTA’s Transit Vision 2040, and not just those with mobility needs. It’s a result of collaborative efforts across teams specializing in universal accessibility, customer service, and information technology. STM’s customer-centric approach focuses on developing correct planning and customer information tools that meet specific customer group needs and industry standards. Internally developed through a flexible approach, these features were refined based on user feedback, ensuring ongoing consultation and involvement, mirroring industry best practices.

Visibility was given to these new features through social media, the website, newsletters, and an internal journal. The rollout of the escalator status feature coincided with National Accessibility Week and Quebec Disability Awareness Week, highlighting its positive impact on customers’ daily lives. These features demonstrate STM’s commitment to universal accessibility, complementing investments such as six new accessible metro stations in 2022 and the Mobilité Inclusive program. STM has also invested in digital accessibility, including training and awareness-building for IT teams. The elevator and escalator status page saw a 180% increase in views in the first three months, and accessible route usage has also risen, showcasing the program’s success.