Our Corporate Values
Like all large businesses, the STO has corporate values to guide employees when developing and completing different projects.
When these values are known, integrated and shared, they have an impact on the way employees conduct themselves that becomes evident both internally and outside an organization. To help them in their decisions and guide their actions on a daily basis, employees adopt, rely on and rally around these corporate values, which further helps the STO to achieve its mission.
Corporate values require a commitment from all employees, from the management committee to the board of directors. They provide a concrete reference framework for the entire team. They convey the corporate culture, determine daily management practices and guarantee consistent actions.
quotidiennes et garantissent la cohérence des actions.
Defining values is a team effort
To define the corporate values, the STO conducted an internal consultation process to gather feedback from employees at all levels and in all departments. The goal was to identify common values that motivated the different employment groups every day: mechanics, bus drivers, office employees, first-level managers and supervisory staff. Everyone took part in the exercise, which revealed a high degree of uniformity within the values already present in the organization. Consequently, a few discussion groups were enough to define the five values that rally the troops at the STO!
These values are Client approach, Professionalism, Integrity, Team well-being and Respect.
Client Approach
Employees are committed to maintaining a high degree of customer satisfaction by focusing on a culture of performance and by providing quality services and products that address customer needs.
Below are some examples of actions being taken to support this value.
- Listen attentively to the population through:
- Public consultations with riders on current topics that affect them, such as accessibility, the by-law related to strollers on buses, changes made to the system and much more;
- Discussion groups with riders on specific topics (such as the design of new bus stops);
- Annual satisfaction surveys;
- Creation of a rider panel to gauge the reactions of riders on different topics;
- Deploy a plan aimed at making public transit more accessible for people with reduced mobility;
- Introduce measures to improve rider comfort (terminus, stop and station design, air conditioning on buses);
- Distribute information to riders through various communication tools;
- Provide bus drivers with training focused on customer service through the Ambassador approach;
- Provide specific training for the information team;
- Introduce preferential measures for buses (park-and-rides, reserved lanes, Rapibus corridor and priority lights at intersections);
- Diversify the fare options to suit the needs of different clienteles (Family fare, ZAP, FIDÉLITÉ program, Cam-Puce pass, e-wallet, and loading the Multi on line).
Professionalism
Employees act responsibly and professionally by respecting their commitments and the resources entrusted to them, while also taking full responsibility for the consequences of their decisions or actions.
Below are some examples of actions being taken to support this value.
- Be an active partner in public safety and security;
- Hire competent, qualified employees;
- Introduce a program to ensure succession and co-development initiatives;
- Adopt clear corporate policies setting out guidelines for major areas of response;
- Ensure strict budget management.
Integrity
Employees follow a code of ethics that includes acting with honesty, discretion, transparency, fairness and impartiality in their relationships, actions and decisions.
Below are some examples of actions being taken to support this value.
- Decisions are made by a management committee composed of directors from each of the departments;
- Implement the main corporate directions determined by a Board of Directors appointed by the Mayor of Gatineau;
- Ensure fairness between the different sectors in the area and the population groups when planning the public transit service to be offered;
- Invite the general public and the media to attend Board of Directors meetings;
- Publish annual reports on the corporation's activities;
- Publish frequent press releases to inform the public of developments in major projects and/or decisions;
- Post Board of Directors media scrums on the STO Web site, as well as summaries of the resolutions adopted.
Team well-being
Employees contribute to fostering a harmonious, positive work environment by being aware that everyone's well-being is a key condition for the corporation's success.
Below are some examples of actions being taken to support this value.
- Offer interesting, competitive working conditions for all employment groups;
- Consult employees and employee associations on the corporation's directions and major projects;
- Contribute to engaging, recognizing and fostering a sense of belonging among employees;
- Encourage continuing education and development among employees;
- Adopt various polices aimed at employee well-being, such as the anti-harassment and respectful workplace policy, leave without pay policy, adaptation measures policy, employment equity policy, occupational health and safety policy and new employee orientation process.
Respect
Employees show respect and consideration towards others, resources and the environment.
Below are some examples of actions being taken to support this value.
- Adopt greener practices by:
- Purchasing vehicles with a cleaner technology;
- Introducing a bicycle path along the Rapibus corridor;
- Testing an electric bus.
- Develop plans for sustainable transportation and to reduce greenhouse gas emissions;
- Encourage composting and recycling on STO premises, and the use of green products;
- Integrate measures to reduce the environmental footprint in our construction projects (creating two green roofs at De la Cité station and building a transit centre that meets LEED certification);
- • Train bus drivers to be eco-responsible drivers (SmartDriver);
- Adopt an anti-harassment and respectful workplace policy;
- Foster a healthy, harmonious work environment between all employment groups;
- Adopt a code of ethics and conduct that promotes the values of professionalism, loyalty, integrity and respect;
- Foster teamwork and the development of inter-departmental committees;
- Offer an employee recognition and engagement program;
- Offer “Ambassador” training that focuses on the importance of offering good customer service and maintaining good relations, both internally and outside the corporation;
- Adopt various polices aimed at employee well-being, such as the anti-harassment and respectful workplace policy, adaptations measures policy, employment equity policy, occupational health and safety policy and new employee orientation process.
