The HSR lost its two top managers in the midst of dealing with the fallout from employee complaints about a toxic workplace and sexual harassment.

The number of attacks on bus drivers — such as spitting, pushing and threats — has nearly doubled over last year to 37, while complaints about buses speeding by would-be passengers at stops are poised to top 200 for the second year in a row.

On the upside, the HSR was cheered for releasing real-time data this year that will make it easier for passengers to track buses by smartphone.

Dixon said he's recently responded to customer complaints about buses that didn't show up.

"We will improve," he said, but added some missed service is inevitable at any transit operation, whether due to absences, traffic collisions or vehicle breakdowns. Some incidents are also more serious than others.

The HSR recorded missed service due to a lack of drivers on 79 occasions earlier this month, but Dixon is more concerned about 14 of those incidents that lasted longer than three hours each.

The most commonly pulled buses, accounting for about 40 missed hours, were those providing "extra service" on routes that see a flood of secondary school students at certain times of the day. That bus service comes with a warning that it can be changed or cancelled without notice.

Buses were also missing in action frequently on the busy B-line, King Street and University routes, with other repeated problems on Barton and the A-line up the Mountain.

On the upside, the HSR didn't miss a single service hour between Nov. 12 and 16. In the worst case, the transit provider missed 30 hours of service on Nov. 11, including 13 hours alone on the University line.

Dixon said he'll take a comprehensive look at workforce planning within the HSR, including scheduling issues, absenteeism and an expected wave of driver retirements.

The average number of sick days taken by city workers last year was close to 10, but half of municipal employees took only one or two days.

A breakdown of sick days for the HSR wasn't immediately available.

mvandongen@thespec.com

905-526-3241 | @Mattatthespec