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*
THE FULL DOCUMENT
Join the conversation Load comments