Computer system reboot blamed for third LRT delay in as many days
Posted Oct 10, 2019 08:18:00 PM.
This article is more than 5 years old.
The City of Ottawa's General Manager of Transportation Services is apologizing to light rail users for the third time in three days after a computer fault caused a short delay along the Confederation Line.
Both days prior had seen issues where trains were being shut down due to doors jamming, but Thursday there was an issue with the Train Control Management System (TCMS).
The onboard computer that controls each train's systems and subsystems experienced a fault at Bayview Station and had to be reset at about 7:20 a.m.
Transportation GM John Manconi said, similar to a personal computer, the reset process involves rebooting the system and engaging technical support staff. He explained that normally, it's a relatively quick reset, so his team is investigating why there was a delay in the process, Thursday morning.
Rail service was maintained across the entire line with full rail service between Blair to Lyon stations, in both east and west directions, and between Tunney's Pasture and Lyon stations at a reduced frequency due to a single-track diversion that was implemented to bypass the immobilized train.
Manconi said many transit customers experienced a 20-to-30-minute increase in their travel times, with residual delays being cleared up by 8:30 a.m. Once the TCMS system was restored, the train was removed from service and both tracks were returned to normal service.
The GM wrote in a statement Thursday afternoon, “We understand the inconvenience and frustration our customers have experienced. I apologize to them wholeheartedly. We are focused and committed to doing what is necessary to ensure that we provide the reliable O-Train service that Ottawa expects and deserves.”
He continued, “Our main focus is to provide consistent, reliable rail service on our new line. Staff throughout our organization arecontinuing to respond quickly and appropriately in sometimes stressful situations and they are committed to keeping our customers informed and safe. Our customers have experienced delays on the Confederation Line service during the past three mornings. This is obviously unacceptable, and we are implementing numerous initiatives to address these and other potential delays. I can confirm that all delay scenarios which can occur on rail operations have been rehearsed, have detailed plans and have been deployed this week with each receiving a detailed debrief.”
Manconi said the City of Ottawa is implementing numerous improvements to help customers have a better transit experience, such as:
- Adjusting dwell times (the amount of time a door is kept open) at stations aligning the timing to passenger volume and train frequency times
- Train manufacturer Alstom is reviewing all door issues to assess root causes and identify any issues or measures that can minimise door issues
- Alstom is reviewing all door settings to assess if sensitivity settings are consistent across the fleet
More customer service representative are expected to be deployed on Confederation Line platforms to remind customers:
- To stand clear of doorways for loading and unloading
- Not to run for trains
- Not to hold doors
- Increase customer service messaging using all channels to remind our customers of boarding and disembarking tips and suggestions
- Install markings on platforms, guiding customers on where to wait, so as to not block customers who are stepping off trains
