The quarterly reports defined our commitments and describe how, and what we did to meet our objectives in each of our key areas.

Quarter 1 (Q1): January - March

Informative

We will provide the clearest, most accurate and up-to-date service information possible to our customers.

Commitments How we did

Our commitment:

We will install the redesigned TTC system mapsPDF will open in a new window at all subway stations and transit shelters. We have redesigned our system map to make it easier for customers to read. This includes identifying different services more readily, showing bus and streetcar routes more clearly, and reducing clutter.

How we met our commitment:

  • New system maps have been posted in all bus shelters, subway stations and on ttc.ca
  • A new accessible system map that highlights accessible features of the subway system is also available at ttc.ca
How we did in Q1

we passed

Our commitment:

We will make next train arrival times available on our website to keep you informed and up to date about our subway service.

How we met our commitment:

  • Next train and bus arrival times are now available on the ttc.ca homepage
How we did in Q1

we passed

Our commitment:

The Line 1 “U” from St George to Bloor-Yonge will be Wi-Fi enabled.

How we met our commitment:

  • Line 1 “U” is now Wi-Fi enabled at Bloor-Yonge, Wellesley, College, Dundas, Queen, King, Union, St Andrew, St Patrick, Queen’s Park, Museum, St George and Bay stations
  • Spadina station was also enabled in early April of this year
How we did in Q1

we passed

Renewal

We will improve our stations and vehicles to ensure a reliable, consistent and positive customer experience.

Commitments How we did

Our commitment:

With community group input, we will finalize the location of the second exit at Chester Station.

How we met our commitment:

  • The Local Working Group for Chester Station arrived at full consensus on a preferred location for the second exit
  • The preferred location is in the west side of the adjacent Toronto Parking Authority lot off of Chester Avenue
  • TTC staff and local working group members presented details to the community and received positive feedback on the second exit location at a public meeting on December 2, 2014
How we did in Q1

we passed

Responsive

We will flexibly adapt to changing customer needs to provide you with an efficient and pleasant travel experience.

Commitments How we did

Our commitment:

All door boarding on 504 King Streetcar will begin making it easier for you to board the vehicle and speed up your journey time.

How we met our commitment:

  • On January 1, proof-of-payment (POP) and all-door boarding on the 504 King streetcar went into effect
  • POP operates on the 504 King Streetcars, Monday to Friday from 7 a.m. to 7 p.m.
  • POP on all 11 streetcar routes will be phased in by year end, with additional fare inspectors that will allow for POP all day, every day
How we did in Q1

we passed

Our Commitment:

We will promote the low-cost and convenience of the 192 Airport Rocket with a bus wrap and in-system advertising.

How we met our commitment:

  • Six buses were wrapped with the remaining six to be completed by May
  • A full in-system advertising campaign ran through Q1 and to be rerun in Q3

Our Commitment:

List performance of individual bus and streetcar routes on TTC.caThis PDF will open in a new window.

How we did in Q1

we passed

Quarter 2 (Q2): April 5 – July 4

Informative

We will provide the clearest, most accurate and up-to-date service information possible to our customers.

Commitments How we did

Our commitment:

A new easy-to-follow map of the TTC’s streetcar network will be installed on all streetcars to help you find your way.

How we met our commitment:

  • Streetcar system map installation was completed on Sunday, June 28
  • New Streetcar maps will now make it easier to plan your trip and find your way through the streetcar network and interchange system
How we did in Q2

we passed

Responsive

We will flexibly adapt to changing customer needs to provide you with an efficient and pleasant travel experience.

Commitments How we did

Our commitment:

Proof of Payment (POP) and all door boarding will be implemented on 50% of our streetcar routes.

How we met our commitment:

  • To date, POP and all door boarding has been implemented on seven out of eleven of our streetcar routes
  • These routes include: 501 Queen, 502 Downtowner,  503 Kingston Rd., 504 King, 508 Lake Shore, 509 Harbourfront  and 510 Spadina
How we did in Q2

we passed

Our Commitment:

On Line 1 and 2, we will put into service two additional subway trains each during peak hours to reduce crowding and increase service.

How we met our commitment:

  • Two new trains were added to each line 1 and line 2 by the end of June 2015
  • The addition of each of these new trains has increased service
How we did in Q2

we passed

Accessible

We will provide service to customers of all abilities.

Commitments How we did

Our commitment:

To make the priority seats easier to identify, we are changing their colour to blue. The new blue priority seats will be installed on 40% of our vehicles by the end of Q2.

How we met our commitment:

  • The commitment has been surpassed with a completion rate of approximately 65% and we are on target to complete 90% by year end
  • Blue Priority Seats have been installed on all streetcars and subways, with only buses remaining
  • All new vehicles will have Blue Priority Seats installed by the supplier as a standard prior to delivery
How we did in Q2

we passed

Clean

We will improve our appearance and environment to ensure the TTC is a transit system that makes Toronto proud.

Commitments How we did

Our commitment:

We will complete a spring cleaning of every station. Pressure washing of walls, floors and pillars at all bus bays, subway stations, passenger pick-up locations, station entrances and train platforms will take place. Attention will also be given to gum removal, graffiti, station signage, telephones, benches, trash containers, elevators and stairs.

How we met our commitment:

  • Our cleaning crews thoroughly cleaned the stations after a long winter
  • Focus was concentrated on exterior areas which were heavily impacted due to our extreme temperatures
  • Stations were pressure washed to remove salt, spillage, dirt and gum
  • Additionally attention was given to cleaning station metal to return its pre-winter lustre
How we did in Q2

we passed

Modern

We will provide our customers with modern stations and vehicles supported by new technology.

Commitments How we did

Our commitment:

Union Station's newly renovated platform and concourse will open to the public. It will include a new elevator, escalators and improve customer flow to reduce overcrowding.

How we met our commitment:

  • The new platform at Union station is now open to the public
  • Formal opening event occurred on July 2nd
  • The station includes new elevator and escalators, a second platform, art wall and station finish upgrades
How we did in Q2

we passed

Our Commitment:

All collector booths will accept debit and credit contactless payment for a single ride. This will make paying your fare easier than ever before.

Why we did not meet our commitment:

  • Implementation of contactless payment (Tap n Go) was postponed until a new contract could be awarded with our third party provider 
  • The contract was awarded in June 2015 and development work for Tap n Go is now underway
  • Revised completion date is by end of 2015
How we did in Q2

Fail

Our Commitment:

To help families travel with ease, we will pilot a Family Pass for smart phones during the Pan Am / Parapan Am games.

How we met our commitment:

  • Smartphone app to purchase Single Day or Group Passes will be available by start of the Pan Am/ Parapan Am games
  • Anyone with the app will be able to purchase tickets online and use their mobile device to show purchased ticket(s)
  • Group Passes can be used throughout the duration of the Pan Am Games and the Para Pan Am Games
  • Additional functionality will be considered later in 2015
How we did in Q2

we passed

 

Quarter 3 (Q3): July 5 - October 3

Responsive

We will flexibly adapt to changing customer needs to provide you with an efficient and pleasant travel experience.

Commitments How we did

Our commitment:

All TTC operators and station staff will be wearing the new, modern TTC uniform.

Why we did not meet our commitment:

  • TTC operators, station staff and supervisors were provided new uniforms in Q3
  • All uniformed staff are expected to be wearing the new uniform in October, aligning with the seasonal change in uniform
How we did in Q3

Fail

Our Commitment:

We will provide excellent service during the Pan Am / Parapan Am Games through increased levels of service and more customer service staff.

How we met our commitment:

  • Over 1600 Ambassadors were deployed throughout the course of the Pan Am and Parapan Am Games to respond to questions and assist customers moving through the system during the games
  • An increased number of staff were available to respond to incidents, which meant that service delays were kept to a minimum
  • Service was added to ensure our regular service was not affected by the increased demand created by the games
How we did in Q3

we passed

Accessible

We will provide service to customers of all abilities.

Commitments How we did

Our commitment:

We will complete an overhaul of the street level elevator at Dundas West Station and restore service in the third quarter.

How we met our commitment:

  • The Dundas West elevator was completely overhauled and placed back in service July 3, 2015; prior to Pan Am Games
  • To ensure we continued to serve all customers with mobility needs, we provided a dedicated Wheel-Trans ser‎vice to Dufferin Station, which is the nearest accessible station, during the out of service period
How we did in Q3

we passed

Our commitment:

Construction will begin on the Easier Access project at Royal York Station.

Why we did not meet our commitment:

  • Construction bids were received, however, a contract could not be awarded because the property easement agreement sought between The City of Toronto and a third party was not agreed upon by the third party
  • The contract could not be awarded without a property agreement and therefore construction could not commence
  • The project is expected to be re-tendered in 2016 once a property agreement is in place
How we did in Q3

Fail

Modern

We will provide our customers with modern stations and vehicles supported by new technology.

Commitments How we did

Our commitment:

We will install bike repair stands at 10 stations to encourage cycling as part of your commute.

How we met our commitment:

  • Bike repair stands including, a variety of hand tools, a bike pump and a wheel chock were installed at: Bathurst, Davisville, Downsview, Dupont, Finch, Kipling, Keele, Kennedy, Pape and Spadina stations
  • Subway stations were chosen based on a number of criteria, including: existing bike parking, bike routes and trails in the surrounding neighbourhood and available space
  • The pilot program will allow customers to complete minor bicycle repairs while commuting in Toronto and will be reassessed for possible expansion opportunities in the future
How we did in Q3

we passed

Quarter 4 (Q4): October 4 - December 31

Informative

We will provide the clearest, most accurate and up-to-date service information possible to our customers.

Commitments How we did

Our commitment:

We will install 50 platform video screens, next vehicle arrival screens and station information screens in 20 stations. We will also install 40 LED next vehicle arrival displays in 20 Bus/Streetcar bays.

How we met our commitment:

  • A total of 50 screens, including 40 platform video screens, 7 next vehicle arrival screens, and 3 station information screens were installed in stations
  • 41 next vehicle arrival LED screens were installed in bus and streetcar bays
  • This brings the total number of active screens to be 334 platform video screens, 72 next vehicle arrival screens, 80 station information screens and 54 next vehicle arrival LED screens in 30 bays
How we did in Q4

we passed

Renewal

We will improve our stations and vehicles to ensure a reliable, consistent and positive customer experience.

Commitments How we did

Our commitment:

510 Spadina, 511 Bathurst and 509 Harbourfront will have all new streetcars and will include new features such as PRESTO devices, accessible low floors, all door boarding and air-conditioning.

 Why we did not meet our commitment:

  • The streetcar delivery schedule was delayed due to issues with the manufacturer
  • There are currently 12 streetcars in service across the 510 Spadina, 511 Bathurst and 509 Harbourfront
  • The 511 Bathurst is expected to have all new streetcars by Q2 2016
How we did in Q4

Fail

Our Commitment:

We will enhance the new Toronto Rocket subway trains by installing low-ceiling handholds and exterior door chimes.

How we met our commitment:

  • Low ceiling handholds and blue priority seats were installed on Toronto Rocket Subway Trains
  • The external door chimes project has started with external speakers installed on 30 trains
How we did in Q4

we passed

Our Commitment:

We will improve lighting inside 74 Subway trains through the replacement of fluorescent with energy efficient LED lighting.

How we met our commitment:

  • 74 subway trains have been equipped with new energy efficient LED lighting
How we did in Q4

we passed

Our Commitment:

We will replace/repair wall tiles at four subway stations, stair tiles at four subway stations and floor tiles at five subway stations.

How we met our commitment:

  • Wall tiles were replaced at St. Andrew, York Mills, Warden and Broadview Stations.
  • Stair tiles were replaced at individual stairs at Sherbourne, Queen, Osgoode and York Mills Stations.
  • Floor tiles were replaced at Scarborough Centre, two York Mills locations, Dundas and Bloor-Yonge Stations.
How we did in Q4

we passed

Responsive

We will flexibly adapt to changing customer needs to provide you with an efficient and pleasant travel experience.

Commitments How we did

Our commitment:

 All of our streetcar routes will go Proof of Payment (POP) and have all door boarding.

How we met our commitment:

  • All streetcars routes went Proof-of-Payment on December 14
  • All-door boarding was also introduced on the same dateProof-of-Payment and all-door boarding will speed up boarding, reduce customer journey times and reduce congestion at the front of the vehicle
How we did in Q4

we passed

Our Commitment:

There will be 5% fewer delays (incidents and minutes) on the subway compared to 2014. This is part of our commitment to reduce delays by 50% over the next 5 years.

How we met our commitment:

  • Overall reduction in delay minutes was close to 10%
  • Reduction of delay incidents was also reduced by close to 10%
  • These reductions have improved reliability and customer travel times and are part of an overall goal of a 50% reduction by 2019
How we did in Q4

we passed

Accessible

We will provide service to customers of all abilities.

Commitments How we did

Our commitment:

Blue priority seats will be installed on 90% of our vehicles by the end of Q4.

How we met our commitment:

  • Blue priority seats were completed on 100% of all subway vehicles by the end of November 2015
  • 100% of streetcars have also been outfitted with Blue priority seats
  •  90% of all buses had blue priority seats installed.
How we did in Q4

we passed

Our commitment:

We will complete an overhaul of the street level elevator at the passenger pick up/ drop off at Finch Station and restore service in the fourth quarter.

How we met our commitment:

  • The project was completed and elevator service was restored in December
  • The elevator provides barrier free access from the Concourse level to and from the Passenger-Pickup and Drop-Off.
How we did in Q4

we passed

Our commitment:

Construction will begin on the Easier Access project at Dupont Station. When completed in 2017, improvements will include elevators to all levels, an accessible fare gate, automatic sliding doors and improved signage.

How we met our commitment:

  • Relocation of utilities started in September and is almost complete and a construction contract for the elevators was awarded in November
  • A public meeting was held at the Toronto Archives on September 24 to provide a community update and a public open house will be held in the near future to provide a construction progress update
  • This project will provide a barrier-free path to all levels of the station including installation of three elevators, two accessible fare gate, improved signage and new CCTV security cameras
How we did in Q4

we passed

Clean

We will improve our appearance and environment to ensure the TTC is a transit system that makes Toronto proud.

Commitments How we did

Our commitment:

We will complete a fall cleaning of every station. Pressure washing of walls, floors and pillars at all bus bays, subway stations, passenger pick-up locations, station entrances and train platforms will again take place. Attention will also be given to gum removal, graffiti, station signage, telephones, benches, trash containers, elevators and stairs.

How we met our commitment:

  • Fall leaves were removed prior to the winter weather
  • Cleaning efforts  were extended into December, 2015
  • Our cleaning crews pressure washed walls, floors, and pillars in all interior subway stations and on subway platforms
  • All bus bays, passenger pick-up locations and station entrances were pressure washed to remove gum, spills and dirt
  • Metal surfaces, graffiti, station signage, telephones, benches, trash containers, elevators and stairs were given special attention
How we did in Q4

we passed

Our commitment:

 We will complete the reconditioning of 10 station floors and baseboards to a polished finish.

How we met our commitment:

  • Our Floor Recon crews completed the reconditioning of the terrazzo floors in 10 stations. Terrazzo floors and baseboards were refinished to like-new conditions
How we did in Q4

we passed

Modern

We will provide our customers with modern stations and vehicles supported by new technology.

Commitments How we did

Our commitment:

We will upgrade speakers in seven subway stations: Yonge & Bloor, Spadina, Kennedy, Wilson, St. Clair West, Glencairn and Lawrence West. This will make public address announcements much easier to hear and understand.

How we met our commitment:

  • Speaker upgrades were completed at Yonge/Bloor, Kennedy, Wilson, St. Clair West, Lawrence, Eglinton and Yonge/Sheppard Stations
  • Lawrence, Eglinton and Yonge/Sheppard Stations were given priority over Spadina, Glencarin and Lawrence West due to site conditions
How we did in Q4

we passed

Our Commitment:

We will add PRESTO to 10 subway stations.

How we met our commitment:

  • PRESTO is now available at 26 subway stations
  • Currently PRESTO can be used at  Bathurst, Bloor-Yonge, Broadview, College, Davisville, Don Mills, Downsview, Dundas, Dundas West, Finch, Islington, King, Kipling, Museum, Osgoode, Queen, Queen’s Park, Scarborough Centre, Sheppard-Yonge, Spadina, St Andrew, St George, St Patrick, Union, Yorkdale and York Mills stations
  • PRESTO is expected to be available at all subway stations by the end of 2016 and will be installed with the new faregate project starting in the spring 2016
How we did in Q4

we passed

Our Commitment:

PRESTO will be available on all streetcars.

How we met our commitment:

  • PRESTO is now installed and live on all legacy streetcars, with readers installed at both the front and back doors to support all-door-boarding
  • New streetcars come fully PRESTO enabled when they are put into service
How we did in Q4

we passed