TTC Customer Charter

Will the TTC's new Customer Charter improve service?

It 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


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