September 29, 2011
1:00 - 3:30 p.m.
7th floor boardroom
1900 Yonge Street
Sam Savona (Chair)
Carole Anne Monet
Valdo Tammark (Vice Chair)
Howard Wax (Vice Chair)
Susan Davidson (Ex-Officio)
- Call to Order / Attendance
- Declaration of Conflict of Interest
- Approval of Agenda
- Review and Approval of August 25, 2011 Minutes
- Business Arising Out of Minutes/Outstanding Items
- Deputations: Nil
- Chris Upfold – Customer Liaison Panel
- Subcommittee Reports and Updates
- Scheduling System Update
- Report on Commission Meeting and Accessibility Matters
- Review of Correspondence - Nil
- Other/New Business
- Next Meeting – October 27, 2011
1) Call to Order and Attendance
Sam Savona, Chair, called the meeting to order at 1:00 p.m. and attendance was taken.
2) Declaration of Conflict of Interest – Nil
3) Review of Agenda
On motion of Dorothy Creaser and seconded by Valdo Tammark, ACAT reviewed and approved the agenda.
4) Review and Approval of August 25, 2011 Minutes
On motion of Carol Anne Monet and seconded by Craig Nicol, ACAT approved the minutes of August 25, 2011, with amendments.
5) Business Arising from Minutes/Outstanding Items
a) Station Layouts
Craig Nicol informed the members that what he is recommending was to create a Station Template to determine what would be on the Station Page on the website to ensure that the appropriate items are included in each station.
b) Bus Stops Inaccessible due to Street Furniture
The issue of snow removal at bus stops was raised but dismissed because the concern has already been forwarded to the City of Toronto for their action.
7) Customer Liaison Panel
Chris Upfold, newly appointed Chief Customer Service Officer, gave the members a brief overview of his experience in customer service as it relates to transit and people with disabilities. He also outlined plans for a Customer Liaison Panel to address issues raised by the Report on Customer Service. He would like the participation of one of the members of ACAT and considers the Committee’s input invaluable.
It is anticipated the Customer Liaison Panel will meet 6 to 8 times per year for an extended period of say 5 to 7 years. In order to have continuity, members will be asked to commit for 1 to 2 year terms.
Subject to ACAT’s agreement, the draft terms of reference for the Customer Liaison Panel makes allowance for an ACAT member.
Glenn Johnston will obtain and circulate copies of the draft terms of reference for the Customer Liaison Panel to ACAT members for consideration during their deliberations on how ACAT would select someone to convey ACAT advice to the panel.
It was pointed out that the ACAT Service Planning Subcommittee had already provided a draft working paper on customer service to Mr. Upfold and had indicated a willingness to work with the ACAT representative on the proposed Customer Liaison Panel.
Members decided that a representative to the Customer Liaison Committee be elected by the members of ACAT and the process of electing this member be added to the ACAT Guidelines.
8) Subcommittee Reports and Updates
Angela Rebeiro informed the members that the Subcommittee is meeting on Friday, September 30, 2011.
Service Planning Subcommittee
Anna Noviss presented the report from the Service Planning Subcommittee.
The Service Planning Subcommittee had 2 meetings in September with emphasis on providing advice on the comments received from the public as a result of the 2011 Public Forum.
- Due to the diversity of issues raised at the Public Forum, lists summarizing comments from the public will be conveyed to other ACAT Subcommittees in early October for their review and handling.
- The public’s concerns regarding impediments on the sidewalks of Toronto - Members of the Service Planning Subcommittee are providing photos of snow drifts on sidewalks near bus stops, media boxes on sidewalks, etc. for the consideration of appropriate City of Toronto departments to highlight the types of obstacles that are causing concerns for people with disabilities using TTC.
- The Service Planning Subcommittee shared observations on the public’s concerns about poor customer service on conventional and specialized services. The rough draft of their report was shared with Mr. Chris Upfold.
- The Service Planning Subcommittee would assist the ACAT representative appointed to the Customer Liaison Panel as required.
Wheel-Trans Operations Subcommittee
Dorothy Creaser informed the members that there is no meeting scheduled at this time, but that a number of items require attention. Bill Frost responded that a meeting will be scheduled within the next month or two, and explained that staff have been very busy addressing issues related to the new scheduling system update.
Design Review Subcommittee
Craig Nicol presented the report from the Design Review Subcommittee including the following:
- Presto Cards – The focus is to assist TTC staff to be certain what is included in the cards.
- Realignment of the Queens Quay Streetcar - The need to further examine the intersection and review signage was discussed and another meeting will be held when the safety consultant’s report is available.
- Bus Bay Identification - Standards materials on tactile signage was furnished to staff. However, no transit application was found to assist with the design.
- Bus Stop Request button - Inadvertent activation of the button on buses has been discussed and, in absence of operational problems, no further action is contemplated.
- New subway train door chimes and signage – Vehicle Engineering will be requested to review a request to add a door chime when a subway train is in the station with its doors open with DRS.
- Stop Announcements on Express Buses - Discussions on modifying the method of pre warning customers of the upcoming stop.
9) New Wheel-Trans Scheduling System Update
Bill Frost again apologized to the members for the concerns to service experienced after the implementation of the update, but that service has substantially returned to normal. The final patch on the Callout feature is scheduled for implementation the weekend of October 1, 2011. Statistics show that vehicles are no more than 30 minutes late and that productivity has actually improved.
10) Report on Commission Meeting and Accessibility Matters
Valdo Tammark informed the members that the TTC had a special committee meeting to discuss budget matters. The TTC fare increase has been deferred to December. TTC Blue Night Bus service will continue. Wheel-Trans is exploring many options to relieve budget concerns including other financial sources to transport dialysis patients to and from treatment. There is a need to continue encouraging Wheel-Trans customers to use accessible TTC whenever possible.
11) Review of Correspondence
There was no correspondence for review.
12) Other / New Business
A concern was raised regarding the gap on the new subway cars. It was decided that the matter would be referred to the Design Review Subcommittee.
There was a discussion regarding the creation of a new Subcommittee to address Customer Service issues including public outreach, driver training, including providing volunteers for public forums and People in Motion. It was suggested that these responsibilities are covered by the Service Planning Subcommittee. It was then agreed that the matter would be discussed at the Terms of Reference meeting.
13) Next Meeting – October 27, 2011
The next meeting of ACAT will be held on Thursday, October 27, 2011, in the 7th Floor Boardroom, 1900 Yonge Street.
On motion by Dorothy Creaser, the meeting was adjourned at 3:30 p.m.
Elevator Alert: Scarborough Centre Station, bus level to westbound SRT line, out of service.
Last updated 1:10 AM