Update: CDPQ Infra’s expectations for managing operations and communications during service disruptions
Following the service disruptions and, in particular, the issues encountered in communicating information to users of the Réseau express métropolitain (REM), CDPQ Infra would like to apologize to those affected by this situation and reiterate its commitment to providing users with reliable, high-quality public transit service.
In the wake of recent events, CDPQ Infra has taken a series of measures to ensure that the incident management carried out by the Groupe des partenaires pour la mobilité des Montréalais (GPMM) consortium, which is made up of Alstom and AtkinsRéalis (formerly SNC-Lavalin), is significantly reinforced. These measures should enable CDPQ Infra to meet its standards and adhere to the terms of its agreement with the consortium as quickly as possible.
As such, CDPQ Infra has asked that its partners:
Provide a corrected plan to better ensure the quality of operations and significantly improve incident management, ensuring that users are the highest priority
Implement appropriate resources to adhere to planned response and evacuation times
Better communicate the backup plan to users
Reinforce GPMM’s communications teams to ensure fluid, real-time communication with users in stations, in REM cars and on digital platforms
CDPQ Infra will be closely monitoring the rollout of this plan, which will take effect immediately and will continue to be implemented in the coming weeks in order to provide the best possible service to users. Although incidents and breakdowns may occur during the operation of a recently commissioned public transit system, the system must be managed in accordance with the highest service standards for users.