Community Outreach, Service Expansion Keep CityLink Moving Forward In Peoria, IL, & Area

By Harrell Kerkhoff, Busline Magazine Editor

With a new facility in place and ridership numbers trending up, representatives of the Greater Peoria (IL) Mass Transit District (CityLink) are working hard to push the narrative that public transportation remains vital in the area and will continue to do so well into the future. CityLink’s goals include continued community outreach and further service expansion to meet the various needs of all types of residents and visitors.

CityLink, established in 1970 and known as GPTransit until 2000, has experienced a significant evolution over the years, not only in terms of fleet size and ridership numbers but also in its commitment to enhancing service quality and operational efficiency. The organization continues to adapt to changing community needs, prioritizing accessibility, safety and sustainability in its transit offerings.

“The main focus at CityLink is to provide safe, efficient and reliable transportation to our community at all times,” CityLink General Manager Kofi Kisseh said. “That support involves passengers looking for a dependable and safe way to get to, and from, work, school, a grocery store/shopping center, a medical facility or anywhere else they need to travel within our service region.

“We currently have 17 fixed routes in operation and there is also the CityLift paratransit service, which is operated by a private sector provider.”

Peoria is an old city by Midwestern standards, and a well-known “river city” at that. Located along the Illinois River, Peoria was established by French explorer Henri de Tonti in 1691, making it the oldest permanent European settlement in Illinois, according to the Illinois State Archaeological Survey.

Today, Peoria has a population of 113,150 residents as of the 2020 census, and it’s the principal city of the Peoria Metropolitan Area in Central Illinois, consisting of six counties and 402,391 residents as of 2020.

As stated, Peoria borders and is a major port on the Illinois River — a principal tributary of the Mississippi River. Therefore, the city serves as a large trading and shipping center for one of the most productive agricultural areas in the world, annually producing large quantities of corn and soybeans for international export. The city’s manufacturing industries remain important as well, including a large presence from heavy equipment and engine manufacturer Caterpillar Inc., which continues its long history in the Peoria area.

All this history and financial backing within the region have provided many opportunities for CityLink throughout its long existence.

“CityLink provides fixed route service from 5:30 a.m. to 12:45 a.m. Monday through Friday; 7:30 a.m. to 10:30 p.m. on Saturdays; and 7:30 a.m. to 7 p.m. on Sundays,” Kisseh said. “Our extensive service hours and fixed route locations help passengers to connect with various employment establishments as well as educational institutions such as Bradley University and Illinois Central College.

“We continue to look at ways to further expand service in areas where our community is growing, including nearby towns and cities. The future could also include transportation connections to metro areas farther away in the state.”
CityLink experienced record ridership of 3.4 million passengers for the 2015 Fiscal Year. Like many public transportation providers, however, ridership numbers took a hit during the COVID pandemic. The goal now is to build upon past success and eventually reach — and exceed — the level of readership from 10 years ago.

Since the dark days of the pandemic, CityLink’s ridership has seen improvement, recently reaching the 1.8 million passenger per year mark, Kisseh said.

“The benefits of increased ridership are multifold. It includes improving the region’s air quality while lessening traffic congestion, as well as giving more passengers an easy and safe way to get around the community,” Kisseh said. “One thing we learned from the pandemic experience was the importance of continuously reevaluating our routes and overall service to best meet the needs of the communities which we serve. That remains an ongoing objective at CityLink.”

The Greater Peoria (IL) Mass Transit District (CityLink) continues to adapt to changing community needs. Shown, from left, are CityLink General Manager Kofi Kisseh and Assistant General Manager Brad Siltman. They are standing next to a CityLink bus that was refurbished by Midwest Bus Corporation. (Photo by Harrell Kerkhoff, Busline Magazine)

Bus Diversification

CityLink currently operates a fleet of 60 vehicles for service. That number includes 53 35-foot and four 40-foot diesel hybrid buses as well as three battery-electric 35-foot buses.

Ten of CityLink’s diesel buses have been part of a refurbishing process provided by Midwest Bus Corporation (midwestbus.com), located in Owosso, MI. Work on nine of the 10 35-foot buses has been completed, with the 10th bus expected to be finished in a few months.

The overhauled buses were originally manufactured between 2011 and 2013. The comprehensive mid-life rehabilitation project includes customary replacement of components that are not expected to last for the useful life of the bus, substitution of components that did not perform as expected, an upgrade of components where technology has improved since the buses were manufactured and repairs to components that have been damaged through normal bus operations.

“The refurbishing of those buses has also included engine replacement as well as body work and replacement of flooring,” Kisseh said. “We have been very pleased with the results and expect those vehicles to run another 400,000 or so miles, greatly increasing the lifespan of each vehicle.”

The beneficiaries of those improvements are expected to include passengers, drivers, maintenance staff and the entire public transportation district. Because the buses are expected to continue operations for many years, new bus purchases can be delayed. Kisseh said that latter point is especially important in the wake of supply chain challenges involving new vehicles, brought about by the pandemic.

“We have enjoyed a very good working relationship with Midwest Bus Corporation throughout this entire process,” Kisseh added. “Nine of the 10 buses are now back within our fixed route service and are working very well.”

Kisseh is also excited about the future of CityLink’s battery-electric buses currently used for fixed route service at the transit system.
“Our three battery-electric buses have worked well thus far and have been in service since 2021. We have a charging system onsite and feel this technology holds much promise,” he said. “Battery-electric technology continues to evolve, along with the training associated with this new technology.”

No matter the type of propulsion, Kisseh said all vehicles used by CityLink must, and do, properly function for the safety and comfort of passengers and drivers alike. That includes proper heating in colder months and air conditioning when outside temperatures rise — both of which are key in the Midwest where all four seasons are prevalent — sometimes in the same week.
“It’s also important our buses are ADA compliant to allow all passengers to take advantage of CityLink’s services,” Kisseh said. “Security cameras are available as well on our vehicles. That helps with accident investigations, providing additional peace of mind for our passengers, and serving as a deterrent to unacceptable behavior.”

New Operations Center & Headquarters

Peoria CityLink recently moved into its new 33,500-square-foot Operations Center & Headquarters, a three-story facility near downtown Peoria that combines bus maintenance, operations, and administrative functions.

The facility includes a 10-bay maintenance garage with body shop and paint booth, administrative offices, a training center with two bus simulators, an operations/dispatch center, and a board room and training room. A second-floor skywalk connects the building to where CityLink’s entire fleet of buses are housed at night, allowing staff to conveniently move between the facility and the buses. Most of the project funding came from state and federal grants.

“The new facility provides many benefits for the overall operation of CityLink, our employees and passengers. For starters, we now have enough room to house all our vehicles inside, which is a nice advantage during inclement weather,” Kisseh said. “The new 10-bay maintenance facility — featuring three lift styles — is also very beneficial as is our training room with two bus simulators. Overall, it’s just nice to have the extra space that can accommodate our anticipated future growth and expansion.”

The new facility has been ideal for CityLink’s approximately 185-employee workforce which includes bus drivers, mechanics, dispatchers, customer service representatives and administrative staff. Although all positions play a critical role for every public transportation system, the driver is often the face of transit as it pertains to the traveling public.

“When it comes to hiring drivers, we look for people who are — first and foremost — safety conscious and aware of what it takes professionally to provide transportation services for the community. For starters, it’s important to be patient with people and possess good communication skills. It’s also important to be able to de-escalate conflicts,” Kisseh said. “At CityLink, we provide the necessary training to safely operate a large vehicle while providing excellent customer service to passengers. In such a setting, mental alertness is key. As a professional bus driver, you end up dealing with a lot of distracted drivers as well as pedestrians on the road. Being aware and safety conscious is important.

“We have been very fortunate to find a steady flow of new drivers at CityLink. We provide the proper training to ensure that our drivers perform their tasks successfully,” he added. “The same is true with our mechanics, who also play a key role by making sure we have a safe fleet for our operations.”

Growth Comes In Many Forms

Riding a transit bus for the first time can be intimidating, especially if a person is new to a community and/or doesn’t speak the native language. However, growing new ridership often hinges on properly reaching out to people and showing how public transportation can improve their lives.

At CityLink, the transit system’s complimentary Travel Training Program is designed to teach people how to use the local bus service. It can involve riding a route for the first time with a CityLink Travel Trainer. The training is tailored to address passengers’ needs regarding what it takes to safely ride the bus.

The CityLink Travel Training Program is geared to anyone who needs a little extra help navigating the transit system, such as senior citizens, students, people with disabilities, non-English speakers, and new residents.

The training is customized to meet the unique needs of different passengers and can last from one hour to several sessions. Participants will learn how to plan a trip, what bus to take, where bus stops are located, the best way to get to and from the bus stop, how to pay a fare and/or obtain bus passes, and how to transfer between buses. They will also receive boarding and debarking tips, such as the best way to signal for a stop, how to use a wheelchair ramp or lift, and what to do if they miss the bus or have a change in plans.

“The program helps us better reach out to our communities so that everyone becomes comfortable when using CityLink,” Kisseh said. “We participate in community outreach in other ways as well, such as speaking at schools and senior centers to inform the public on how our services work.”

For the past 38 years, CityLink has also hosted a stuff-a-bus food drive, in partnership with a local grocery retailer. Donations received during the drive benefit a food pantry at the Peoria Friendship House of Christian Service. In a year, the food pantry provides an average of 150,000 meals to area people dealing with hunger.

Looking ahead, Kisseh is optimistic about the future of not only CityLink but the overall public transportation industry in North America. As a 14-year industry veteran, Kisseh has served in various positions involving safety, training, security, and operations.
Kisseh came to CityLink with an extensive background in enhancing customer experiences and overall safety practices. Prior to joining CityLink in April 2024 as assistant general manager, Kisseh held such positions as transportation director in Rhode Island and safety training & security director in Massachusetts. He has an M.Sc. degree in Criminal Justice and a B.A. degree in Psychology. Among other transportation/safety professional certifications, Kisseh is a Certified Director of Pupil Transportation (CDPT).

Kisseh feels transit can be a rewarding career choice.

“Public transportation remains a vital part of life for many people in different urban and rural settings,” he said. “Therefore, as a career choice, this is a great industry for those who like to work with, and help, all types of people. It’s also a great industry for those interested in helping improve the quality of their environments.

“It’s an industry as well that provides a lot of professional growth opportunities. I started as a school bus driver years ago and have risen through the ranks. Public transportation affords many people the same type of career advancement.”

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