Help Us (Re)envision the HSR

How can we make transit your first choice?

Hamilton is changing. And we’re changing too.

For work, school, play and everything in between, we want to take you there.

That’s why we’re asking you to tell us what you need from the HSR, today and in the future.

Thank you! Thousands of HSR Customers and Hamilton Residents have told us how to make transit your first choice. With your voice we’ll reconfigure our routes, evolve our schedules and improve our service.

My HSR graphic with people walking in the background

Stay Tuned!

The results of the survey are being analyzed. In the spring and summer of 2019, our (Re)envision the HSR team will be meeting the community, gathering more feedback, to design a transit network that gets you where you want to go, when you want to get there.

Contact Us

Stay up-to-date on news about (Re)envision:

  • Email us at and sign-up to receive our monthly updates.
  • Follow @HSR on Twitter.
  • Contact Jay Adams, Sr. Project Manager of Customer Experience & Innovation by phone: 905-528-4200

Employers, neighbourhood associations and community leaders

Contact us at to get your (Re)envision the HSR Toolkit to share with your employees, organization and network. This is the best way to enable your community to add their voice to the conversation.

The survey was open to any resident of Hamilton or surrounding communities who were 15 years of age or older. The analysis of the survey will help us understand the desired and perceived quality of our service. The results will help us provide more reliable and efficient public transit service.

Survey Questions

The data collected is exclusively for answering research questions on the factors affecting the use of public transit. Most questions in the survey were mandatory but some were optional.  The type of mandatory information that was collected includes:

  • Your full residential postal code, and if applicable, your work or school postal codes.
  • Certain household and demographic characteristics (e.g. your age group, education, employment status, number of vehicles in your household, your dwelling type, number of adults and children in your household)
  • Information about how you travel around the city including what type of transportation you use (e.g. car, bicycle, public transit, Taxi, rideshare), specific HSR bus routes you use, and travel expenses (e.g. parking).
  • Your evaluation of several aspects of HSR service, including trip times, frequency of service, cost of a trip, bus accessibility, staff helpfulness, bus stop safety, etc.
  • You were given eight pretend travel situations/scenarios and asked to pick your preferred travel option in each situation/scenario.


Your participation in this study is entirely voluntary. All collected responses will be treated with the utmost confidentiality and stored securely.

The results of the study will be analyzed, tabulated and aggregated to remove any personally identifiable information.  The City of Hamilton will use the analysis to inform planning and decisions as part of the (Re)envision the HSR project.  The analysis may also be published in academic and industry journals and/or presented at conferences.

Notice of Collection

The City of Hamilton collects information under authority of section 227 of the Municipal Act, 2001. Any personal information collected for (Re)envision the HSR will be used to understand the perceived and desired quality of HSR service. By providing your email address, you are consenting to receiving emails from the City of Hamilton and/or their agents/contractors to receive monthly updates about the (Re)envision the HSR project. Information collected for this initiative may be stored on servers located in Canada and the United States, and may be subject to Canadian and/or American laws. Questions about the collection of this information should be directed to Jay Adams, Senior Project Manager - Customer Experience, Transit (HSR), 905-528-4200.


The survey had the opportunity to enter a draw to win one of five prizes that will be drawn at random from all valid entries. Read the full Official Contest Rules for more details. If you entered the draw, your name, postal code and contact information will be collected. This information will not be included in the analysis of your survey responses.  You must be 18 years of age or older to enter.

Questions about the Survey

If you have questions or need more information about the survey or the (Re)envision the HSR project, contact:

Jay Adams - Sr. Project Manager, Customer Experience
City of Hamilton – HSR Transit

Official Contest Rules - City of Hamilton ‘(Re)envision the HSR’ Survey Contest 2019

No purchase is necessary to enter or win

1. Agreement to rules
By participating, you (the “Entrant”) agree to be fully unconditionally bound by these official contest rules (the “Rules”), and you represent and warrant that you meet the eligibility requirements set forth herein. In addition, you agree to accept the outcome of the Contest as final and binding. The City of Hamilton ‘(Re)envision the HSR’ Survey Contest 2019 (the “Contest”) is subject to all federal, provincial, and local laws.

2. Contest description
In accordance with the terms and conditions set forth herein, the City of Hamilton Transit Division is conducting a survey and offering participants in said survey the opportunity to win certain prizes. 

3. Eligibility
The Contest is open only to those who are 18 years of age as of the date of entry.  The Contest is only open to legal residents of the province of Ontario and is void where prohibited by law. Employees of the City of Hamilton, participating Smart Commute Transportation Management Associations (“TMAs”), Metrolinx, PRESTO, and any other suppliers of materials and services related to the Contest, their respective affiliates, the Contest Judges (if applicable), and their immediate family members and/or those living in the same household of each are not eligible to participate in the Contest. Entries are limited to individuals only; commercial enterprises and business entities are not eligible to enter the Contest. The Contest is subject to all applicable federal, provincial and local laws and regulations. In the event it is discovered that an Entrant has entered the Contest without meeting the eligibility requirements, the Entrant’s entry will be void.

4. Contest period
Contest entries will be accepted starting on or about 8:00 a.m. ET Tuesday, January 22, 2019 and ending at 5:00 p.m. ET on Monday, April 1, 2019 (the “Contest Period”).

The City of Hamilton reserves the right to cancel or suspend this Contest in the event of any accident, printing, administrative, or other error of any kind without prior notice or obligation.

5. How to enter
The Contest must be entered by: (1) visiting the City of Hamilton (Re)envision the HSR website at (the “Contest Website”) during the Contest Period, follow the link to the survey and complete an entry for the survey including the Entrant’s name and contact information; or (2) obtaining a paper entry form from the City of Hamilton Transit Division (2200 Upper James, Hamilton, Ontario) and submitting a completed paper entry form to the same City of Hamilton Transit Division office from which they were obtained, prior to 5:00 p.m. ET on Monday, April 1, 2019.

The Entrant must fulfill all the Contest requirements, as specified, to be eligible to win a prize. Entries that are not complete or do not adhere to these Rules may be disqualified at the sole discretion of the City of Hamilton.

The Entrant may enter the Contest only once and must fill in the information requested. Any attempt by the Entrant to obtain more than the stated maximum number of entries by using multiple/different names, email addresses, identities, registrations and logins, or any other methods or otherwise attempt to circumvent the Rules will void the Entrant’s entries and eligibility to win a prize and the Entrant will be disqualified from the Contest, and, at the sole discretion of the City of Hamilton, any of the City of Hamilton’s other promotions.

The City of Hamilton, its affiliates, advertising and promotion agencies, and the Contest Judges (if applicable) are not responsible for late, lost, misdirected, or delayed entries. Without limitation, the City of Hamilton, its affiliates, advertising and promotion agencies, and the Contest Judges (if applicable) will not be liable for the failure of any entry to be received.

Automated, programmed, scripted or robotic entries are prohibited.

6. Draw and release
On Monday, April 15, 2019, five eligible Entrants will be selected by random draw from all eligible entries received. One Entrant will be drawn for the grand prize and four Entrants will be drawn for the second-place prizes. The selected Entrants will be notified by phone or email at the contact information provided in the entry form within ten (10) business days of the draw. In order for a prize to be awarded to a selected Entrant, the selected Entrants must: (a) correctly answer without assistance of any kind, whether mechanical or otherwise, a mathematical skill-testing question to be administered at a mutually convenient time by telephone; and (b) sign a standard declaration and release form (“Release”) confirming compliance with these Rules, acceptance of the prize as awarded and releasing the City of Hamilton, participating TMAs, and their respective directors, officers, agents, representatives, employees, successors and assigns (“Releasees”) from any liability in connection with the Contest, the Entrant’s participation therein and/or the awarding and use or misuse of a prize or any portion thereof.

The City of Hamilton shall have no liability for a winner's failure to receive notices due to a winners' spam, junk e-mail or other security settings or for a winners' provision of incorrect or otherwise non-functioning contact information. If the selected winner cannot be contacted, is ineligible, fails to correctly answer the skill-testing questions, fails to claim the prize within thirty (30) calendar days from the time award notification was sent, or fails to timely return a completed and executed Release as required, prize may be forfeit ted and an alternate winner may be selected.

The receipt by a winner of a prize offered in this Contest is conditioned upon compliance with any and all federal and provincial laws and regulations. Any violation of these rules by any winner (at City of Hamilton's sole discretion) will result in such winner's disqualification as winner of the contest and all privileges as winner will be immediately terminated.

7. Prizes
There are five prizes available to be won. One grand prize consists of an iPad Pro and Stylus, a $100 PRESTO card, a family pass to Hamilton Civic Museums and a family pass to City of Hamilton Recreation Centres valued at approximately $1,500. Four second-place prizes consist of a $100 PRESTO card, a family pass to Hamilton Civic Museums and a family pass to City of Hamilton Recreation facilities valued at approximately $200. No difference between the actual and approximate retail values will be awarded.

Actual/appraised value may differ at time of prize award. The specifics of the prize shall be solely determined by the City of Hamilton. The City of Hamilton reserves the right to substitute a prize or a prize component with one of equal or greater quality/value. No cash or other prize substitution permitted except at the City of Hamilton's discretion. Prizes are non-transferable. Any and all prize related expenses, including without limitation any and all federal, provincial, and/or local taxes shall be the sole responsibility of the winner. No substitution of a prize or transfer/assignment of a prize to others or request for the cash equivalent by winners is permitted.

The person submitting the entry will be considered the Entrant and will be the only person eligible to be selected for a prize. In order to be eligible to win a prize, Entrant must provide accurate and complete information. Limit of one (1) prize may be awarded per Entrant. All prizes must be accepted as awarded.  Prizes may not be exactly as shown. The City of Hamilton reserves the right to substitute a prize or a prize component with one of equal or greater quality/value.

8. Odds
Odds of winning a prize depend on the number of eligible entries received.

9. Privacy
By entering this Contest, you understand personal information relating to you is being collected for trade, advertising, public relations and promotional purposes. Furthermore, by entering the Contest, each Entrant expressly consents to the City of Hamilton, anyone acting on behalf of the City of Hamilton, or its respective successors and assigns sharing and using personal information submitted by the Entrant with his/her entry form for the purposes of administering the Contest. Questions about the collection of personal information should be addressed to the City of Hamilton to the attention of Jay Adams, Senior Project Manager, Transit (HSR), 905-528-4200.

By accepting a prize, winning Entrants consent to the City of Hamilton’s use of their name, address (city/province), photograph or other likeness, statements about the Contest and/or prize information for promotional purposes in any medium, whether now known or hereafter developed, including but not limited to any Internet-based medium, at any time and in perpetuity, without additional compensation or notice.

Information submitted with an entry is subject to the Municipal Freedom of Information and Protection of Privacy Act (“MFIPPA”) and the Personal Information Protection and Electronic Documents Act, 2000, c. 5. as well as the City of Hamilton’s obligations thereunder.

10. Limitations of liability
By entering the Contest, Entrants agree to release and hold harmless the City of Hamilton and its officials, officers, directors, employees, agents, affiliates, and representatives from any liability, illness, injury, death, loss, litigation, claim or damage that may occur, directly or indirectly, whether caused by negligence or not, from (i) such Entrant's participation in the Contest and/or his/her acceptance, possession, use, or misuse of any prize or any portion thereof, (ii) technical failures of any kind, including but not limited to the malfunctioning of any computer, cable, network, hardware or software; (iii) the unavailability or inaccessibility of any transmissions or telephone or Internet service; (iv) unauthorized human intervention in any part of the entry process or the Contest; (v) electronic or human error which may occur in the administration of the Contest or the processing of entries.

11. Disputes
This contest is governed by the laws of canada and ontario, without respect to conflict of law doctrines. As a condition of participating in this Contest, the Entrant agrees that any and all disputes which cannot be resolved between the parties and causes of action arising out of or connected with this Contest, shall be resolved individually, without resort to any form of class action, exclusively before a court located in Ontario having jurisdiction. Further, in any such dispute, under no circumstances will the Entrant be permitted to obtain awards for, and hereby waives all rights to claim punitive, incidental, or consequential damages, including reasonable lawyers' fees, other than the Entrant's actual out-of-pocket expenses (i.e. costs associated with entering this Contest), and the Entrant further waives all rights to have damages multiplied or increased

12. General
The Contest is subject to all applicable federal, provincial, municipal and local laws.

By entering the Contest, Entrants agree to comply with the Rules and the decisions of the City of Hamilton, whose decisions are final and binding on all Entrants in all matters related to the Contest. Entrants who have not complied with these Rules are subject to disqualification. The City of Hamilton reserves the right, at its sole discretion and without prior notice, to modify, cancel, terminate or suspend the Contest should any virus, bug, worm, trojan horse, technical failures, printing or other administrative error, human intervention, fraud or other causes beyond the reasonable control of the City of Hamilton corrupt or affect the administration, security, fairness or proper conduct of the Contest.

Paragraph headings are for convenient reference only and are not to affect the interpretation of these Rules.

No correspondence will be entered into except with potential winners or as otherwise in compliance with the Rules. If any provision of these Rules is declared invalid or unenforceable, such provision shall be deemed modified to the extent necessary and possible to render it valid and enforceable. In any event, the unenforceability or invalidity of any provision shall not affect any other provision of the Rules.

In the event of a dispute regarding the identity of the person who submitted an online entry, the entry will be deemed submitted by the authorized account holder of the email address submitted on the official online entry form. “Authorized account holder” is defined as the natural person who is assigned to an email address by an Internet access provider, online service provider or other organization or person that is responsible for assignment email addresses for the domain associated with the submitted email address. A selected Entrant may be required to provide the City of Hamilton with proof that s/he is the authorized account holder of the email address associated with the selected entry.

The City of Hamilton, has the right, in its sole discretion, to maintain the integrity of the Contest, to void entries for any reason, including, but not limited to; multiple entries from the same user from different IP addresses; multiple entries from the same computer in excess of that allowed by these Rules; or the use of bots, macros or scripts or other technical means for entering.

Any attempt by an Entrant to deliberately damage any web site or undermine the legitimate operation of the Contest may be a violation of criminal and civil laws and should such an attempt be made, the City of Hamilton reserves the right to seek damages from any such person to the fullest extent permitted by law.

13. Contest organizer
The organizer of the Contest is the City of Hamilton:

City of Hamilton
71 Main Street West
Hamilton, Ontario, Canada
L8P 4Y5

Great transit is vital to helping the City achieve its vision of being the best place to raise a child and age successfully. That’s why we’re embracing the opportunity to look to the future by (Re)envisioning the HSR.

We’ve engaged world-class experts at McMaster University’s Faculty of Civil Engineering. Together, we’ll map out the road ahead and envision a transit system that moves at the speed of Hamilton.

We can’t do this without your help. We’re engaging all Hamilton residents, including current and potential customers. We want to find out how you feel about our current service and what you need from us in the future. With your voice, we’ll reconfigure our routes, evolve our schedules and improve our service.

Our goal is to meet your needs today and exceed your expectations tomorrow.

Project Timeline

HSR timeline icon for Winter 2019

Winter 2019

Survey our current and potential customers

HSR timeline icon for Spring/Summer 2019

Spring/Summer 2019

Consult, deliberate and collaborate with communities

HSR timeline icon for Fall/Winter 2019

Fall 2019/Winter 2020

Design and reconfigure our network

HSR timeline icon for Spring 2020

Spring 2020

Provide recommendations to Council

Survey our current and potential customers (Winter 2019)
Collect the voice of our customers through a comprehensive survey of a wide range of Hamilton residents, measuring their perceived and desired quality for HSR service.

Consult, deliberate and collaborate with Hamilton’s many communities (Spring/Summer 2019)
Engage in meaningful community-by-community discussions to review potential design configurations at the local level, building public confidence and gathering actionable customer and resident input.

Design and reconfigure our network (Fall 2019/Winter 2020)
Propose a multi-criteria reconfiguration of HSR service based on evidence from data collection and modelling efforts.

Provide recommendations to Council (Spring 2020)
Report to come forward to Council in spring 2020 with the recommended network reconfiguration.

(Re)envision is part of the 10 Year Transit Strategy

Hamilton City Council approved the strategy in 2015. It builds upon previous plans that considered how to prepare for moving people quickly and efficiently across Hamilton.



HSR Reenvisioning partner logos