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 roll out our new Wheel-Trans eligibility processes and expanded eligibility criteria.

How we met our commitment:

  • The eligibility criteria is expanded to include any disability that prevents a person from taking conventional transit
  • The application was changed in its entirety to a downloadable or mailed application form
  • The applicant is no longer required to travel to an interview to make the application
  • A new role was created, Customer Ability Liaison that is responsible for reviewing all applications and determining the category of eligibility
Improvement Area Accessible buses How we did in Q1 we passed

Our commitment:

We will complete the pilot for subway musician stages to increase and improve the entertainment experience in our stations.

How we met our commitment:

  • The pilot has been completed
  • Results are being compiled and recommendations will be made later this year
Improvement Area Subway How we did in Q1 we passed

 

Quarter 2: April to June

Commitments Improvement Area How we did

Our commitment:

We will introduce a Wheel-Trans Family of Services pilot that allows for spontaneity and freedom of travel.  This will include improved same-day booking availability for short trips to access TTC accessible vehicles and stations.

How we met our commitment:

  • The Family of Services pilot was officially launched on May 29th, 2017
  • We have grown to include over 400 customer pilot volunteers and over 1,000 Family of Services trips
  • Our initial focus has been integration of Wheel-Trans to the subway system.  In the Fall, we will extend the focus to include integration to the conventional bus network
  • A dedicated phone line was established to support booking and scheduling of Family of Services trips
Improvement Area Accessible buses How we did in Q2 we passed

Our commitment:

We will launch an Anti-harassment campaign to raise awareness of and combat harassment on the TTC.

Why we did not meet our commitment:

  • This will be completed in Q3 to accommodate training and development of supplementary documentation
Improvement Area Streetcar Subway Bus Accessibility How we did in Q2 we failed

Our commitment:

We will launch a Safety and Security app as another tool for customers to report related incidents.

Why we did not meet our commitment:

  • This will be completed in Q3 to accommodate training and development of supplementary documentation
Improvement Area Streetcar Subway Bus Accessibility

How we did in Q2 we failed

Our commitment:

We will expand the bike repair stop network by an additional 10 stations.

Why we did not meet our commitment:

  • We will install in Q4 due to delays in securing funding
Improvement Area Subway Bike

How we did in Q2 we failed

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:

  • 6 have been installed to date
  • We continue to have a number of technical issues with firmware etc.
  • It is anticipated the target will be achieved by the end of Q4 in 2017
Improvement Area Buses

How we did in Q2 we failed

Our commitment:

We will install 200 passenger information displays in shelters to provide real time information on vehicle arrivals.

How we met our commitment:

  • Displays installed in 200 shelters completed on April 28th
Improvement Area Buses Streetcar

How we did in Q2 we passed

Our commitment:

We will ensure the 514 Cherry route is serviced by new, fully accessible streetcars.

How we met our commitment:

  • We have received the new streetcars and all of the Cherry runs are currently operating with new low floor cars
Improvement Area Streetcar Accessibility

How we did in Q2 we passed

Our commitment:

All entrances at 43 subway stations will have new PRESTO-enabled fare gates.

How we met our commitment:

  • New PRESTO-enabled fare gates were installed at 43 stations by December 2016
  • The remaining subway station entrances that do not yet have our new fare gates with PRESTO will have them installed by early 2018
Improvement Area Subway presto

How we did in Q2 we passed