Case Study: MiWay achieves higher employee engagement and operational efficiency with IdeaScale

How Mississauga’s MiWay Transformed Employee Engagement and Transit Operations

MiWay, the transit agency for the City of Mississauga, needed a better way to capture employee feedback and improvement ideas across bus operators, mechanics, call center staff, and other teams. Using IdeaScale, MiWay moved away from outdated three-part carbon forms and sought a more efficient digital platform to support innovation and engagement.

IdeaScale helped MiWay launch and expand the MiIdea program with multiple campaigns across operations, customer service, business technologies, and maintenance. The result was a major boost in participation, growing from 250 initial ideas to more than 1,600, with about 400 currently in implementation; the program also helped drive a multi-million-dollar signage and wayfinding upgrade at key transit locations and improved accountability through SLA-based idea tracking.

MiWay