STM 2022 Annual Report

Montréal, May 25, 2023 – The Société de transport de Montréal (STM) is releasing its 2022 Annual Report today, under the theme of “shaping sustainable mobility today and tomorrow,” following the report’s adoption by the Board of Directors.

“As we continue to operate post-pandemic, the STM has been working tirelessly to develop many major projects while delivering our services, with the unwavering support of our employees,” says Marie-Claude Léonard, CEO of the STM. “As a key player in Montréal public transit, we are helping to shape the sustainable mobility of today and tomorrow, particularly through our actions and major projects.”

HIGHLIGHTS

Ridership

• Ridership increased this year, peaking in the fall at 70% of pre-pandemic levels as health restrictions were lifted, workers and post-secondary students returned to in-person routines, and major events resumed.
• More than 237.1 million customer trips were made in our network, an increase of 43.2% compared to 2021.

Métro network

• Service offering (kilometres travelled): 85.8 million – (85.4 million in 2021).
• Incidents of five minutes or more per million kilometres: 10.4 (9.4 in 2021).
• Dogs on the métro: This pilot project included specific parameters to be evaluated on an ongoing basis in order to make an informed decision on a possible permanent implementation. In collaboration with the Montréal SPCA, the STM also shared tips on its website for customers travelling with their pets to help ensure a positive métro experience for all.
• Fare booths accepting debit or credit only: This decision was made in response to the changing needs of customers. In December 2020, contactless debit and credit payment was deployed at fare booths. Since, this payment option has become increasingly popular and now represents the majority of fare booth sales. The change will result in potential repeat savings of over $1 million by optimizing and streamlining several operational processes.

Bus network

• Rate of buses out of service for maintenance: 17% – (16.2% in 2021).
• On-time buses: 81.1% – (82.2% in 2021).
• New priority measures in three corridors to enhance 47,200 trips per day on 15 bus lines.
• Between Stops: This service was expanded to help customers feel safer. Anyone travelling alone or with children can now request this service between 7:30 p.m. and 5:30 a.m.
• Rear-view cameras for buses: We tested a new state-of-the-art system using cameras and high-definition screens to replace traditional rear-view mirrors. The system helps reduce vehicle blind spots—especially when making left turns—increases the driver’s field of vision and improves visibility in difficult conditions (darkness, bright sunlight, tunnels, rain, snow, etc.).

Paratransit

• Active customers: 30,484 (28,250 in 2021).
• 3.2 million trips taken in 2022, up 50.6% from 2021.
• We implemented a new feature on SIRTA, our online reservation system for paratransit customers, for all minibuses and taxi partner vehicles. The feature allows users to track their vehicle’s real-time location on a map.
• New agreement: Faced with a labour shortage and a significant increase in taxi industry operating costs, the STM reviewed and improved the terms of our contractual agreements with our eight taxi service providers.

Comments and complaints

• The number of comments and complaints filed with the STM increased by 24% in 2022 compared to the previous year, which is less than the 43.2% increase in ridership.
• This situation reflects the return of customer concerns, particularly those related to service delivery (frequency, punctuality and the feeling of overcrowding) and sense of safety. These concerns were exacerbated by the pandemic, also generating fears about the problematic behaviour of certain customers and the presence of vulnerable people.

Universal accessibility

• Elevators were added to six new stations, bringing the number of accessible stations up to 25 for a record year.
• Inclusive Mobility, our public transit learning program for people with functional limitations, won a 2022 Novae award and had over 150 participants.
• Our social media awareness campaign for the Quebec Week of Persons with Disabilities was awarded first place by APTA in the category of Best Marketing and Communications Educational Initiative – Shoestring Tactic.

Equal access

• Leading in diversity: 38.2% of our workforce is made up of visible and ethnic minorities and Indigenous people.
• Of the employees hired in 2022, visible and ethnic minorities and Indigenous people represented 55.5%, an increase of 11.8% from 2021.
• In order to pursue our commitment to achieving gender parity, we have maintained our partnership with Women in Governance to reiterate our desire to strengthen an inclusive culture within our workplaces.
• Our report on the Equal Access to Employment Plan outlines the major advances of 2022 in this area (hyperlien vers le rapport AÉE).

Sustainable development

• Slight decrease in greenhouse gases (GHG) of 2.3% compared to 2021.
• 43.3% of buses are hybrid or electric.
• 31.8% reduction in GHG emissions per kilometre travelled by our customers compared to 2021.
• Electric travel rates have hit 85.8%.
• Envision Gold Award from the prestigious Institute for Sustainable Infrastructure for the Vendôme intermodal hub, a first for any Montréal métro station.

“In 2022, the STM offered Montrealers sustainable, reliable, safe mobility solutions, despite the complex public health situation,” says Léonard. “Thanks to the expertise and efforts of the 10,464 people who rallied at every turn to operate our métro, bus and paratransit networks, we provided more than 237.1 million trips. We would like to say thank you to them once again!”

Read the Annual Report (French only)

View each organizational report (in French only):

Report for 2022 on the 2025 Strategic Organizational Plan and the Transition and Recovery Plan

Report for 2022 on the Equal Access to Employment Plan

Report for 2022 on the Universal Accessibility Development Plan

2022 Sustainable Development Report

- 30 -

Information : medias@stm.info