Editorial Archive

Introducing The TTC Way, co-created by customers and employees

2/5/18 6:00 PM

The TTC is renewing its commitment to customers, employees and community partners with The TTC Way, a set of six objectives that will guide improved service.

In partnership with Bridgeable, a world leader in Service Design, the TTC brought together groups of customers and employees to create The TTC Way, a key element of its next five-year Corporate Plan. The TTC Way appears at the start of that plan, and includes detailed commitments for employees, TTC management, partners, customers, and communities.

“The future of the TTC depends on all of us working together in new ways,” said TTC Chair Josh Colle. “The TTC Way is a sign of that commitment to working with our customers, partners and communities to take transit in Toronto to the next level. It’s our commitment to customers and ourselves.”

Over the next week, a campaign will appear on the TTC that shares the six values of The TTC Way:
> Respect one another.
> Value each other’s time.
> Tell people what’s happening.
> Stay safe.
> Mind your space.
> Help others out.

With Bridgeable, the TTC consulted hundreds of people from various groups that interact with the TTC to understand their needs and how to address them. Bridgeable and the TTC hosted design workshops with customers and employees from all levels of the organization, including frontline operators, to prototype solutions together. They collaborated with regional transit agencies, the TTC Board, and the City of Toronto, and they researched best practices from transit agencies around the world.

“By using a design approach to bring together riders with employees, we were able to collaborate on a vision for the future of transit in the city of Toronto,” said Chris Ferguson, Chief Executive Officer, Bridgeable. “The TTC Way and the new TTC Corporate Plan represent shared-values, setting an innovative precedent for how public institutions can collaborate with residents.”

The TTC Way and new Corporate Plan were approved by the TTC Board on Jan. 25.

What is Service Design?
Service design is a discipline that allows organizations to understand where, when and how their services may be improved to deliver shared value for themselves and their end users. This can be done for an existing service, or it can be used to imagine and shape a future service or experience.

Service design takes a human-centred approach to design, recognizing that effective service solutions require a holistic understanding of people’s current and unmet needs.

Service designers work with multiple, diverse stakeholders to co-create the design of service solutions, leveraging collaboration to translate needs, pain points, and opportunities into actionable ideas for services and experiences.

The service design process engages in cycles of prototyping and iteration, continuously building and testing to get to a solution that will deliver higher impact, while minimizing risk.

Service design allows organizations to design and embed the systems and solutions and organizational strategies necessary to repeatedly deliver a valuable service to their users while also keeping business realities in mind.

About Bridgeable
Bridgeable is an award-winning service design firm based in Toronto, Canada that employs a human-centred approach to understand and address complex challenges and the people affected. Working with clients across the world, we bridge the gap between what is known (data, analytics, insights, strategy) and what we do (services, interactions, customer experiences).

With extensive experience in sectors ranging from healthcare, financial services, consumer, and the public sector, our multi-disciplinary team of strategists, designers, and researchers help our clients solve complex problems by translating human understanding into innovation opportunities for their customers.

News release issued February 5, 2018

The TTC Way

The TTC Way is made up of six pillars that describe how we treat others and how we expect to be treated. We are committed to working together.

Respect one another

> TTC: We will value, support and treat every customer and colleague with patience, respect and dignity. We welcome all.
> Customer: Treat everyone on the TTC, including staff, with respect. Please be mindful of others.
> Communities: We will value each community’s uniqueness and strive to plan and deliver service that meets its need.

Value each other’s time

> TTC: We will do all we can to keep you moving quickly, efficiently and reliably.
> Customer: Help keep us moving. Try not to do anything that could hold up service.
> Communities: We will actively manage and work to minimize the impact of closures, detours and other disruptions in your community.

Tell people what’s happening

> TTC: We will let you know right away about anything that might affect your trip.
> Customer: Pass along information that might help others. When possible, use technology to keep informed.
> Communities: We will openly engage with you and your City Councillors as early as possible about our transit projects.

Stay Safe

> TTC: We will ensure the safety and security of our customers, employees and everyone around us.
> Customer: Look out for each other and use common sense. If you see something, say something.
> Communities: We will be proactive and vigilant in protecting your safety and the safety of our customers.

Mind your space

> TTC: We will keep our spaces clean, clear and easy to use. We are becoming a transit system that that is more accessible for all.
> Customer: Respect everyone’s space and take pride in your own. Help us keep the system clean and clear. Don’t leave anything behind.
> Communities: We will recognize the TTC’s place in your community and be mindful of how we affect the daily lives of those who work and live there.

Help others out

> TTC: We will go out of our way to help – and if we can’t, we will take the time to point you in the right direction.
> Customer: Help each other. Make room. Give up your seat for those in need.
> Communities: We will listen and be open to your ideas and perspectives about how to keep your community moving, aided by the best available information.

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In Memoriam

Bain, Ciarallo, Clem, Durham, Groves, McKee, Nelson, Pellicori, Soundy.

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