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Will the TTC's new Customer Charter improve service?

Posted by Sarah Ratchford / February 28, 2013

44 Comments

TTC Customer CharterIt appears that the TTC is actually trying to address some of its most major transgressions. The Commission released its first customer charter earlier today, and CEO Andy Byford says he'll be damned if he misses any of the targets.

"If I do, I'll have to stand in front of you guys and explain why."

Byford, TTC Chair Karen Stintz and Chief Customer Officer Chris Upfold announced the new charter together at Bloor-Yonge station. Byford was in charge of implementing charters in London and Sydney in the past, and he's confident this one will make a difference for passengers.

That just might be (and it's about time!). Despite the presence of a certain degree of corporate-speak, there are numerous specific targets made for 2013, including those related to capital projects and station maintenance. And, in an effort to be accountable, the charter will be rewritten each year to reflect new goals.

The document covers issues like modernization, accountability, cleanliness and responsiveness. Notably, it does not address safety in concrete terms, though it does promise that the TTC will "reinvigorate the security model." Stintz said rider feedback in their latest survey indicated that people already feel safe on the TTC, despite last night's stabbing at Davisville station.

And unlike some other charters of its kind, this one doesn't include refunds for delays. *Cough*

KEY HIGHLIGHTS

  • A new TTC system map by the fourth quarter of 2013
  • Bloor-Yonge and St. George subway stations will have WiFi and cellular capabilities by the fourth quarter as prototypes for a wider roll out of such technology
  • By year end, 21 additional next vehicle screens wil be installed (for a total of 43 in 22 stations)
  • 1,000 customer satisfaction surveys to be conducted per quarter, along with "mystery shoppers" sent to monitor service standards
  • A daily score card has been posted to the TTC website to track service performance (including punctuality on subway and surface routes as well as elevator/escalator accessibility)
  • New uniforms (eventually)!
  • Five new Toronto Rocket subway trains are expected each quarter (there are 28 presently)
  • 26 bendy buses are set to arrive in the fourth quater or by the first quarter of 2014
  • By the end of 2014, Lawrence West, Pape, Dufferin, and Coxwell stations will all receive accessibility improvements and, in some cases, major renovations
  • A third of the TTC's subway stations will have their terrazzo floors reconditioned throughout 2013
  • New/clean lights! By the end of 2013, subway stations should be much brighter thanks to a cleaning and replacement program.

THE FULL DOCUMENT

TTC Customer Charter 2013 by

Discussion

44 Comments

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Ryan / February 28, 2013 at 04:47 pm
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That's it? I guess it's better than nothing.
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Harry / February 28, 2013 at 04:51 pm
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How about adding Presto machines at every station? How hard is it to add one small reader?
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Shannon / February 28, 2013 at 04:51 pm
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If fully actualized, the new TTC charter will provide Torontonians with some serious upgrades to our public transit system. Now on to the more serious problem of how to improve the attitude of your average TTC consumer. We're all in this together, Toronto. The population isn't getting any smaller.
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Alex / February 28, 2013 at 04:51 pm
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It's a start, and if they actually accomplish all those goals then kudos to them.
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Jimmy / February 28, 2013 at 04:58 pm
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No, it won't
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PrestoChango replying to a comment from Harry / February 28, 2013 at 05:00 pm
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Amen.
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Alison / February 28, 2013 at 05:05 pm
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New uniforms? Why has that made the list?
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iSkyscraper / February 28, 2013 at 05:09 pm
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In New York they did an interesting thing where they made a real effort to bundle together maintenance programs so that things like track work, station cleaning, light repairs, etc. all happened at the exact same time, minimizing customer inconvenience and ensuring that one service team didn't mess up the work the other service team just finished. TTC should consider something similar:

http://www.mta.info/nyct/service/fastrack_ace.htm
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Ashton / February 28, 2013 at 05:21 pm
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The TTC installing next vehicle screens is a fail at most stations. They install those screens where no one would care to walk there and back to check. They have those installed at Eglinton West station at the front of the station. The station is a U shaped station so having the screens at the front is of no use to anyone as they are actually needed at each of the bus bays. The same goes for Kipling Station - the screens are in the middle of the station instead of being in front of each of the bus bays.
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tommy / February 28, 2013 at 06:18 pm
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All and good, but commuters want service results. These all seem like 'nice-to-haves'. How 'bout:

1. Serious review/removal/relocation of close stop locations, with emphasis on far side intersection stops. Don't let the NIMBYs get in your way.
2. Remove some perpendicular seating on trains (maybe buses/streetcars too) to increase capacity. It's getting ridiculous. Replace them with flip seats.
3. Add traffic light control to buses/streetcars. Damn what Transportation Services says.
4. Fix the backdoors on the new Orion buses so that they don't take so long to close. People exit from the front, delaying boarding passengers, because no one wants to deal with the crazy bar-door.
5. Quarterly evaluation of route timings via NextBus data, taking into consideration bus speed, dwell time and traffic. Change schedules as necessary.
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lol / February 28, 2013 at 06:22 pm
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Karen looks like she needs a good lay
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Me replying to a comment from lol / February 28, 2013 at 07:18 pm
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Yeah, I was a little off the pace last night.
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Me replying to a comment from lol / February 28, 2013 at 07:25 pm
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Too funny. people feel so entitled these days they can't wait 10 minutes for a FUCKING SUBWAY TRAIN without needing to know what second it's going to pull in the station. First world "problems", WAH!! No wonder the TTC is broke with useless baubles for spoilt children.
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shitsternothipster / February 28, 2013 at 07:55 pm
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Judging from the faces in the pic, no doubt we are set for improved service. Especially when we would be notified in more detail on the reason of delays - that is big improvement right there. In service, of course.
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jameson / February 28, 2013 at 07:59 pm
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Actually, public transit isn't a first world problem, it's a global problem. Ever heard of global warming and the emissions generated from transportation? So while late trains and dirty subway stations may seem frivolus, the alternative, the private automobile, has very real costs that we all pay for even if some of us choose walking or bike.

Once the TTC starts to get capital and operating funding like a real public transit service, y'know to compareable amounts like New York, the'll be able to improve it and people will finally stop hating it. Because everyone hates the TTC especially those who take it.
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Rob Ford Loves Gravy / February 28, 2013 at 08:08 pm
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Subways! (burp)
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Torontonian / February 28, 2013 at 08:33 pm
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I didn't see much of anything in that
statement about state of repair of the
fleet of vehicles.
I consider state of repair to be a major
element missing from the charter.
That's something that needs looking into.

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Gabe / February 28, 2013 at 09:11 pm
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I think this is Karen Stintz biggest challenge but at the same time it's not even a hard one if you do it right. Sure the new customer charter will help up front with the marketing and media messaging. The biggest piece is execution, this is all about execution, it's not a weekend blitz, or a two week media launch, this is an ongoing always on customer promice initiative. If were gonna say it we need to make sure it actually happens.
phade1_98@yahoo.com
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Gabe replying to a comment from Gabe / February 28, 2013 at 09:18 pm
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They should have advertising in print or TV thats just local. Hi I'm Charlie I drive the college street line. Today's biggest story was...
phade1_98@yahoo.com
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Me replying to a comment from jameson / February 28, 2013 at 09:35 pm
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Needing a big screen to tell you if the subway will be there in two minutes or gasp 7 minutes IS a first world problem, a waste of money and not going to make it come any faster to the entitled who think it has to arrive just as they get there.
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Emma / February 28, 2013 at 09:50 pm
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The big screens are a waste of money, we should all walk and all this transit money can go to feeding children in Africa
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JY / February 28, 2013 at 10:01 pm
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how about some real improvements. hmm.. lets see.. automated ticketing systems..... instead of new lightbulbs (which should be a given...)
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Me replying to a comment from Emma / February 28, 2013 at 10:08 pm
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Fuck Africa, feed the kids here first.
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Nothing / February 28, 2013 at 10:59 pm
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Read the AODA, increasing accessibility in the next couple years isn't exactly optional
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Torontos biggest hipster / February 28, 2013 at 11:09 pm
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Not only am I against cars, I'm also against public transit, free bicycles and running shoes for everyone
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jake / February 28, 2013 at 11:35 pm
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I fail see how a new TTC system map (didnt we just get new ones-with those lights?), and new uniforms will improve customer service
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Al / March 1, 2013 at 02:10 am
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Why so many next vehicle screens but only 9 subway station information screens to tell you if there's a problem with the system before you pay? Put a station information screen at all of the 69 stations and leave the next vehicle screens for later.

The knowledge that the subway won't be coming when I can still make other plans without wasting $3 is far more important to me than knowing when the next streetcar will come along. I have eyes, and I can see a long way off that a streetcar isn't coming (for free!) and know not to wait for it.
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Bruce Mandrake / March 1, 2013 at 09:02 am
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WHERE ARE THE SUBWAYS?
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the lemur / March 1, 2013 at 09:54 am
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Those highlights are all very nice in terms of customer perception of the system (better lighting), but with the exception of the surveys and the scorecard (again, it depends on what happens with the results), service will not improve until TTC staff smarten up and actually do something to improve it.
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Paul / March 1, 2013 at 10:03 am
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I wish some of the TTC's customers would take more responsibility for their part in things. Every day at rush hour I see subway cars that you can't get on because people are jammed at the doors, when there is plenty of room in the middle of the cars. Not to mention the people who lounge in the doorways and get in the way of people entering and exiting the train, or who insist on exiting buses by the front doors.
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bittman / March 1, 2013 at 10:04 am
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A charter? Why don't these clowns charter some f-in' streetcars to run on Queen during the morning rush hours? Currently, the 501s travel in packs of 2 or 3, with the first one always packed to the gills and the subsequent ones are half empty. Once those pass, you have another 10 minute wait until the next flock comes. Space them out so that people don't have to wait so damn long to get to work.
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Nicholas Young / March 1, 2013 at 10:11 am
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@tommy I agree that more distance is needed between bus and street-car(trolley) stops. The 'stop and go' slows down the ride so much that very often you would be better off on foot!
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Gordon / March 1, 2013 at 10:31 am
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A lot of the comments are pretty bang on the head.
It's not just the TTC that has to have a charter, the damn riders have to act appropriately too.

People would have been up in arms over the strollers if the people that used them took greater care to allow other riders to pass by without being so upset when their stroller gets bumped.
I've seen shouting matches and I've yelled at people to move to the back of the bus or streetcar. People don't move. They like their own little spot and fuck everyone else.

Stop it Toronto. grow up. Just stop it. We are all riders.

Let's be Toronto the Good. Not Toronto the Grumpy.
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alex / March 1, 2013 at 11:22 am
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Service will still be as crappy as always
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Nick replying to a comment from Harry / March 1, 2013 at 12:51 pm
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@Harry, the TTC is adding Presto machines to every station, streetcar, and bus. It's actually quite difficult: 10,000 readers at a cost of $236 million. This was initiated by the former TTC chair Adam Giambrone, although there was some back and forth as Metrolinx (who's paying) wanted the TTC to use a closed system. The roll-out is supposed to be completed by the Pan Am Games in 2015.
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Robert replying to a comment from tommy / March 1, 2013 at 02:37 pm
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This list is gold! It's frustrating being on a bus that stops every. ten. seconds. 24 Victoria Park is a good example... stops at O'Connor, Eglinton both sides, then the street immediately north of Eglinton. Four stops within maybe 200m. The bus accomplishes walking speed through this stretch.

According to the stickers on the front of the newer buses, they already have the ability to control traffic signals... a feature that seems to be underutilized. A late bus should be able to prolong a green light to make up time.
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tommy / March 1, 2013 at 04:55 pm
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Presto is a waste of money. The $236 million was the initial estimate. It's ballooned to $750 million. We could have used that for service and infrastructure improvements. Presto gives flexibility with payment (2h grace periods, zoned fares) at the cost of convenience. We'll be at the mercy of the technology breaking or slowing down, and privacy concerns are still present. No longer will we be able to give a token to a friend, or easily drop change into a farebox. Oh ya, and how many people will destroy their Presto cards after punching a hole in it, like they do with metropasses right now (even with the all the warnings not to)? I question the usefulness of 2h grace periods, given the extensive Metropass usage, and zoned fares will discriminate against the poor, and aren't cost effective (the *value* of a $3 5min/1km trip is equal to a 60min/14km trip).

@Robert - the buses have and advertise the technology, but Toronto Transportation Services doesn't allow them to use it. My understanding is that the people who control the traffic lights are overly paranoid about giving up their monopoly over traffic control. Might be a reason traffic is such a mess in Toronto...
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Aaron replying to a comment from tommy / March 1, 2013 at 10:43 pm
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I had a couple of friends visit from Germany a couple of years ago. They didn't really say anything but you could tell that they were surprised to find tokens and paper transfers still in use in a supposedly First-World city - in 2011. Not to mention the mechanical token machines, streetcars stuck in traffic, only 2 decrepit subway lines in a city of 3 million etc., etc., etc. I think they felt a little nostalgic - not for anything that they had personally experienced - but for what their parents had lived through in East Germany of the 70's and 80's.

Oh, and the wooden telegraph poles and wires strung all over the place were the subject of many photos. I won't get into the liquor prohibitions..
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Simon Tarses replying to a comment from Aaron / March 2, 2013 at 03:57 am
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Aaron, I couldn't give a rat's ass about your friends from Germany and what the fuck they experienced while visiting Toronto. Tommy's right about Presto-I myself think that it's just a whole bunch of overrated technological gimcrackery that Toronto shouldn't even be having or needing right now. There are too many poor people who can't afford this thing, and who have to get around the city for whatever reason who still need tokens/Metropasses. When Toronto gets EVERYBODY to be able to afford this (maybe take money from the provincial government and use it to REDUCE the fare, as was suggested in NOW magazine 11 years ago, or by making things better for the poor in this society, as was suggested in a recent coloum in The Grid) then we can talk about implementing Presto everywhere, and your 'friends' (if and whenever they visit Toronto again) can be impressed until they're blue in the face. Until then, during their stay they'll just have to put up with tokens, or buy weekly Metropasses, like the rest of us who live here.
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NativeOfToronto / March 2, 2013 at 11:37 am
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Aaron, your comment about your friends from Germany are very much so important and relevant. It will be used as proof and points. They are first world like us (Canada is supposedly so on paper) and Europe is ahead in infrastructure, city planning and design, how things run, just everything, and the will to do all of these just for common sense progress and bettering. And why Aarons comment is relevant is because Germany, is one of those countries that are not just style, but substance, and the substance means practicality and common good, in this case making things accessible like affordable for the citizens as much as possible, tieing things together like that. If you just shrug off stories of comparison with better levels of mirroring society, then that is not progressive, but small-town mentality.
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M. Heavyfoot replying to a comment from NativeOfToronto / March 2, 2013 at 02:48 pm
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Bitching about having to use tokens or magnetic fare cards like the Metropass means jack all in the grand scheme of things. The TTC is doing the improvements that they are supposed to be doing to the best of their ability as needed, not because a bunch of self-entitled whiny jackasses at a blog with nothing better ti do but bitch about the TTC want it to. If the people here think that the TTC isn't doing enough, then they should get smart about who to vote for municipally and provincially, and make sure the vote is a good one. In other words, do something or put the fuck up with what you've got and stop complaining.
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Daryl / March 2, 2013 at 09:45 pm
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The customer service charter will change nothing immediately. It will over time in the long term if those doing the hiring for all positions have the customer service charter in mind when hiring then eventually over time you'll get enough of the right people in place. But Currently? There are alot of disgruntled drivers, and all customer/rider facing positions.

I heard about the charter on Thursday evening AND had the worst service I've ever had on Friday morning from the driver. I kind of wrote it off as a bad moment then on the way home I had the second worst service I've ever received from a driver on the way home and I've been riding the TTC like 15 years. Friday was the worst. A charter really means nothing. A bunch of people sign it to announce they'll stay focused on it, but ultimately in the day to day...?
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Harry replying to a comment from Nick / March 7, 2013 at 11:12 am
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Something like Presto was LONG overdue, and keeping a payment system consisting of only tokens/cash creates a huge bottleneck. The amount of time spent waiting for GO bus lines have gone down dramatically as people just tap and go in. If all the subways have that, imagine the amount of time saved for commuters. Thanks for the clarification Nick, Presto in every streetcar/bus is certainly a major hassle, maybe start with subways first?

The amount of uses for Presto will only increase as technology advances and the value far exceeds the costs associated with it.
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