The TTC Customer Charter report will clearly identify our commitments and accomplishments each quarter. It will serve to describe how and what we did to meet our objectives.

Quarter 1: January to March

Commitments Improvement Area How we did

Our commitment:

We will ensure the 510 Spadina streetcar route is serviced by new, fully accessible streetcars.

How we met our commitment:

  • Fully accessible streetcars are now available on the 510 Spadina route
  • 9-10 of the sixteen new, fully accessible streetcars are used during peak hours
  • To supplement service during peak hours, 4-5 of our legacy ALRV streetcars are also added
Improvement Area Streetcars Accessibility How we did in Q1 we passed

Our commitment:

We will offer payment through Apple Pay at collector booths in all subway stations.

How we met our commitment:

  • This January, contactless payment was enabled at collector booths
  • As a part of the rollout for contactless payment; the capability to accept Apple Pay was also introduced and is now available at all collector booths
Improvement Area Subway How we did in Q1 we passed

Our commitment:

We will reduce streetcar short turns by a further 20% compared to Q1 of 2015.

How we met our commitment:

  • We are on track to reduce the number of short turns significantly by the end of this year
  • At the end of 2015 we were averaging approximately 550 short turns for the week
  • To date, in 2016 the number of short turns has reduced and we are now down to 297 short turns per week
Improvement Area Streetcars How we did in Q1 we passed

Our commitment:

We will start subway service on Sundays approximately one hour earlier, at 8:00 a.m..

How we met our commitment:

  • Beginning January 3, TTC subway service begins at 8 a.m. on Sundays, one hour earlier than before
Improvement Area Subway How we did in Q1 we passed

Our commitment:

We will add train service on Line 1 to decrease delays during off peak hours.

How we met our commitment:

  • Two trains (from 35 to 37 trains) to Yonge-University Line were added for the mid-day and early evening off-peak service periods
  • These additional trains were put into service starting March 28th,  adding to weekday improvements
  • There are further service improvements to come later in the year which will reduce crowding and improve reliability for customers
Improvement Area Subway How we did in Q1 we passed

Our commitment:

We will establish a “Local Working Group” to begin public consultations for a new second exit at Donlands Station.

How we met our commitment:

  • The first consultation to explain the planning process for a Donlands Station “Second Exit” occurred in December of 2015
  • The Local Working Group for Donlands  was subsequently formed and has met twice -(February 18th and March 3rd)
  • Agreement has been reached on 9 potential locations to be evaluated, and TTC Engineers will complete a technical analysis of the options over the next couple of months
  • The group will reconvene in May to complete their rankings and recommendation of the options
Improvement Area Subway How we did in Q1 we passed

Our commitment:

We will introduce five new express services to reduce crowding and provide faster bus service.

How we met our commitment:

  • Five new express services were added as the 185 Don Mills Rocket; 199 Finch Rocket; 188 Kipling South Rocket; 24E Victoria Park Express and 186 Wilson Rocket
  • These express routes offer additional options for customers and will help reduce crowding
  • Routes were designed to offer greater accessibility for underserviced areas and will have a large impact for many customers including those traveling to Humber College
Improvement Area Buses How we did in Q1 we passed

 

Quarter 2: April to June

Commitments Improvement Area How we did

Our commitment:

We will make Wi-Fi available at 22 new stations starting with Lansdowne, High Park, Royal York, Old Mill and Keele stations.

Why we did not meet our commitment:

  • Wi-Fi is now available at 19 subway stations:
    • Bathurst
    • Castle Frank
    • Christie
    • Dufferin
    • Dundas West
    • Dupont
    • Glencairn
    • High Park
    • Jane
    • Keele
    • Lansdowne
    • Main
    • Old Mill
    • Ossington
    • Royal York
    • Runnymede
    • Sherbourne
    • St Clair
    • St Clair West
  • North York, Eglinton, Downsview, Wilson and Lawrence West stations will be online by the end of July
  • The installation of Wi-Fi service also progresses on the TYSSE line (Spadina Extension) and will be ready at all stations on opening day
Improvement Area   Subway WiFi How we did in Q2 we failed

Our commitment:

We will start the rollout of new fare gates at TTC subway stations (Main Station will be used for the pilot).

How we met our commitment:

  • Main Street Station is now equipped with new PRESTO fare gates
  • PRESTO fare gates have also been installed at Wellesley, Bay, Sherbourne and St Clair stations
  • Fare gates will be installed at Dupont, Dufferin, Lansdowne, High Park, Royal York and Old Mill stations in the coming weeks
  • The rollout will continue and by 2017, all stations will have PRESTO
Improvement Area Subway Accessibility PRESTO How we did in Q2 we passed

Our commitment:

We will improve bike parking at 5 subway stations.

How we met our commitment:

  • New bike racks to improve and increase storage capacity have been installed at the following six stations: Dupont, Kipling, Rosedale, Spadina, St Clair West and Warden
Improvement Area  Subway Bike How we did in Q2 we passed

Our commitment:

Pending pilot results, we will install up to 20 additional bike repair stops at subway stations.

How we met our commitment:

  • Upon receiving positive feedback from customers, additional bike repair stops (either a toolbox or a repair stand)  were installed at the following 20 subway stations:
    • Bayview
    • Broadview
    • Castle Frank
    • Chester
    • Donlands
    • Greenwood
    • Jane
    • Lawrence
    • Lawrence
    • Leslie
    • Main
    • Old Mill
    • Ossington
    • Rosedale
    • Royal York
    • Runnymede
    • St Clair
    • St Clair West
    • St George
    • Victoria Park
Improvement Area Subway Bike How we did in Q2 we passed

Our commitment:

We will install dedicated boards at key locations in 12 busy stations to inform customers about planned/unplanned closures.

 Why we did not meet our commitment:

  • We did not meet this commitment because there was a delay getting a supplier
  • By the end of July, dedicated boards informing customers about planned/ unplanned closures will be installed at the following stations:
    • Bay
    • College
    • Dundas
    • King
    • Museum
    • Osgoode
    • Queen
    • Queens Park
    • Spadina
    • St Andrew
    • St George
    • St Patrick
    • Union
    • Wellesley
    • Yonge-Bloor
  • The boards will be located beside SRM units (Subway Route Map) and at key decision points in subway stations
Improvement Area Subway  How we did in Q2 we failed

Quarter 3: July to September

Commitments Improvement Area How we did

Our commitment:

We will ensure the 509 Harbourfront and the 511 Bathurst routes are serviced by new, fully accessible streetcars.

Why we did not meet our commitment:

  • The 509 Harbourfront route and the 511 Bathurst routes are not fully accessible due to the slow delivery of streetcars
  • The 509 Harbourfront route is accessible with two vehicles daily
  • 511 Bathurst has been replaced with the 514 Cherry Street line
Improvement Area Streetcars Accessibility How we did in Q3we failed

Our commitment:

We will pilot a high-capacity bike parking rack at a subway station.

How we met our commitment:

  • We installed a double-stacker ‎bike rack at Bathurst station which enabled us to double our bike parking capacity compared to the post and rings
Improvement Area Subway Bike How we did in Q3we passed

Our commitment:

We will replace trains on Line 4 with new Toronto Rocket trains.

How we met our commitment:

  • Line 4 is populated with new 4 car Toronto Rocket trains for the One-Person Train Operation (OPTO) initiative
Improvement Area Subway How we did in Q1we passed

Our commitment:

We will add service on the 28 Bayview South and 101 Downsview Park buses to become part of our all-day, every-day routes.

How we met our commitment:

  • Service was added to 28 Bayview South and 101 Downsview Park in May/June 2016
  • 28 Bayview South – became part of our all-day, every-day routes June 20, 2016
  • 101 Downsview Park – became part of our all-day every-day routes May 9, 2016
Improvement Area Buses How we did in Q3we passed

Our commitment:

We will increase train frequency by 3 trains on Line 1 to improve travel time during the morning peak.

How we met our commitment:

  • Three trains were added on Line 1 on Sept 6, 2016.
  • We also moved the short-turn location further north from St. Clair West to Glencairn station, results in less crowded trains southbound to St. George station which improves travel time.
Improvement Area Subway How we did in Q3we passed

Our commitment:

We will add service during peak periods to 25 busy bus routes, to reduce crowding and improve travel time.

How we met our commitment:

  • Additional peak period service was added on 25 busy bus routes in Jan/Feb 2016
  • 191 Highway 27 Rocket - peaks and midday
  • 63 Ossington 
  • 75 Sherbourne - both peaks
  • 6 Bay - AM peak
  • 21 Brimley - AM peak on 21A (Kennedy station-Scarborough Centre station)
  • 20 Cliffside - AM peak
  • 25 Don Mills - PM peak
  • 143 Downtown/Beach Express - AM peak
  • 144 Downtown/Don Valley Express - PM peak
  • 125 Drewry - AM peak
  • 111 East Mall - both peaks
  • 195 Jane Rocket - AM Peak
  • 83 Jones - PM peak
  • 12 Kingston Rd - PM peak
  • 44 Kipling South - both peaks
  • 102 Markham Rd - AM peak
  • 46 Martin Grove - both peaks
  • 16 McCowan - both peaks
  • 57 Midland - PM peak
  • 65 Parliament - AM peak and midday
  • 66 Prince Edward - both peaks
  • 134 Progress - PM peak
  • 123 Shorncliffe - both peaks
  • 55 Warren Park - both peaks
  • 94 Wellesley - AM peak
  • 112 West Mall - AM peak
  • 89 Weston - PM peak
Improvement Area Buses How we did in Q3we passed

Our commitment:

We will introduce a new streetcar service on Cherry Street to the West Donlands, to serve a growing new neighbourhood.

How we met our commitment:

  • 514 Cherry Street streetcar service started operating on June 19, 2016 serving the West Don Lands and Distillery District
Improvement Area Streetcars How we did in Q3we passed

Our commitment:

We will start the repaving of the east parking lot at Finch Station.

How we met our commitment:

  • Project started in August 2016 to:
    • Resurface the parking lots
    • Improve the drainage systems
    • Improve the lighting system including installation of LED energy efficient lights to meet current TTC standards
    • Increase the number of accessible parking spaces
  • Repaving on track to be completed in 2017
Improvement Area Subway Accessibility How we did in Q3we passed
*Commitments not met from Q2: Improvement Area How we did

Our commitment: 

We will install dedicated boards at key locations in 12 busy stations to inform customers about planned/unplanned closures.

How we met our commitment:

  • The following stations received dedicated information boards:  Bay, College, Dundas, King, Museum, Osgoode, Queen, Queens Park, Spadina, St Andrew, St George, St Patrick, Union, Wellesley and Yonge-Bloor.
Improvement Area Subway How we did in Q3we passed

 

Quarter 4: October to December

Commitments Improvement Area How we did

Our commitment:

We will widen 25 bus stop pads in order to make them more accessible.

How we met our commitment:

  • 36 bus stops were widened in 2016 to improve accessible services for our customers
Improvement Area Buses Accessibility How we did in Q4 we passed

Our commitment:

We will install an external route announcement system on all streetcars, subway trains and buses.

Why we did not meet our commitment:

  • We did complete installation on all buses and streetcars, excluding the articulated (CLRV) streetcars that will be decommissioned
  • We started the installation on subway trains in 2016 and plan to complete the remaining subway trains by Q4 2017
Improvement Area Streetcars Subway Buses Accessibility How we did in Q4 we failed

Our commitment:

We will have two new elevators in service at Ossington Station.

How we met our commitment:

  • Two new elevators entered service at Ossington Station on July 4, 2016
  • Ossington is the TTC’s 35th accessible subway station
  • Over half of TTC stations are now accessible
Improvement Area Subway Elevators How we did in Q4 we passed

Our commitment:

We will install customer information screens in the mezzanine and platform levels at Union Station.

Why we did not meet our commitment:

  • We completed our engineering review and the hardware will be fabricated for installation shortly
  • Due to contractual issues this will be completed in Q4 of 2017
Improvement Area Subway How we did in Q4 we failed

Our commitment:

We will install customer information screens at Dufferin, York Mills, and Lawrence Stations.

How we met our commitment:

  • We rolled out screens at Dufferin, York Mills and Lawrence stations.
Improvement Area Subway How we did in Q4we passed

Our commitment:

We will install time-saving signal priority technology at 15 intersections to speed up bus travel time.

Why we did not meet our commitment:

  • 3 have been installed to date
  • We continue to have a number of technical issues with firmware etc.
  • The target will be achieved by Q2 in 2017
Improvement Area Buses How we did in Q4 we failed

Our commitment:

The entire TTC system will be enabled to accept PRESTO fare payments.

How we met our commitment:

  • PRESTO card readers were installed on all TTC buses, including Wheel-Trans vehicles and accessible taxis (sedan taxis will get PRESTO sometime in 2017)
  • PRESTO card readers are available at, at least one entrance of every subway station
Improvement Area Buses Subway Streetcars PRESTO How we did in Q4we passed

Our commitment:

We will make Wi-Fi available at 10 additional TTC stations.

Why we did not meet our commitment:

  • Wi-Fi was made available at Summerhill, Rosedale, Greenwood, Bayview, Bessarion, Kennedy, Leslie, Chester, Pape, Woodbine and Don Mills stations and will be coming soon to Lawrence and Coxwell stations
  • The Q2 Wi-Fi commitment was not met pushing back this commitment
  • We will complete the remaining stations by Q4 2017
Improvement Area Subway WiFi How we did in Q4 we failed

Our commitment:

We will lengthen 10 bus stop pads to make them compatible with our higher capacity, articulated buses.

How we met our commitment:

  • All newly installed pads are designed for articulated buses, barring infrastructure restraints
Improvement Area Buses How we did in Q4we passed

Our commitment:

We will start construction on a bus queue-jump lane to reduce delays and improve travel time.

Why we did not meet our commitment:

  • We have received approval to construct a queue jump lane after many delays, however, it will take some time for our engineering department to begin the work.
  • We anticipate construction will begin in Q4 of 2017.
Improvement Area Buses How we did in Q4 we failed

Our commitment: 

We will introduce a new classification system for qualifying for Wheel-Trans as part of the 10-year Wheel-Trans strategy.

How we met our commitment:

  • TTC has developed new processes and criteria to determine Wheel-Trans eligibility that is based on an individual’s ability to use conventional transit
  • Customers will now be classified as Unconditional (formerly Permanent), Conditional (new category), Temporary or Ineligible
  • The application process has been updated and includes a new application form to be completed by the customer and their health care professional
Improvement Area Accessible buses How we did in Q4we passed

Our commitment:

We will install new, more-informative, redesigned stop markers at over 3000 transit stops.

How we met our commitment:

  • 3020 markers have been installed
Improvement Area Buses Streetcars How we did in Q4we passed

Our commitment: 

We will review and improve schedules on 32 bus and streetcar routes to improve reliability and travel times.

How we met our commitment:

  • In 2016, we modified schedules on 50 routes to improve reliability and travel times
Improvement Area  Buses Streetcars How we did in Q4we passed

Our commitment: 

We will reduce delays by 10% fewer (incidents and minutes) on the subway compared to 2015.

Why we did not meet our commitment:

  • On Line 1 we reduced incidents by 9.6%, failing to meet target of 20% reduction.  However, we still reduced the amount of time our customers were delayed by 52.8 hours (2016 vs 2014).  We work to improve the resiliency of our infrastructure to achieve the target in 2017
  • On Line 2, we failed to meet our target of 20% but we continue to work to reduce incidents by taking measures such as installing improved software
  • On Line 3 we achieved our target and reduced delays by 21.4% due to improvements on corridor infrastructure
  • On Line 4 we failed to meet our target with an increase in delays as we worked through Operator familiarity and technical incidents. However, these incidents have dropped back down and expect improvements in 2017
Improvement Area Subway How we did in Q4 we failed

Our commitment:

We will consult with customers and other stakeholders to revise service in three neighbourhoods, (Routes: 116 Morningside; 54 Lawrence East; 40 Junction).

Why we did not meet our commitment:

  • We have started the background research on both of these area studies (116 and 54 are combined for one study and the other will be a Junction Area Study)
  • Customer consultation will be completed in 2017
Improvement Area Buses How we did in Q4 we failed