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

Quarter 1: July to September

commitments improvement area how we did
commitments we will keep customers informed by adopting consistent, customer friendly language for communicating service status information. improvement area buses streetcars subway how we did in q3 we passed
commitments we will start construction on four priority bus lanes, to reduce delays and improve travel time. improvement area buses how we did in q3 fail
commitments we will install new high-capacity bike parking racks at 25 subway stations. improvement area subway bicycles how we did in q3 fail
commitments we will work with bike share toronto to incorporate docking stations at a minimum of five ttc stations.  this will offer our customers a great solution for the first and last mile of their journey. improvement area subway bicycles how we did in q3 we passed
commitments we will introduce new wheel-trans no-show and late cancellation policies that are more flexible, including allowing for same-day cancellations. improvement area accessibility how we did in q3 we passed
commitments we will pilot solar-powered passenger information displays to  provide real time information on vehicle arrivals at stops without utility power. improvement area buses streetcars how we did in q3 fail
commitments we will test new technology to improve route management and real time information for buses and streetcars. improvement area buses streetcars how we did in q3 we passed
commitments we will open a new second exit/entrance at woodbine station providing an alternative option to customers from the local community. improvement area subway how we did in q3 we passed
commitments we will have two elevators in service at woodbine station as part of the easier access program, making this the 37th accessible station of the 69 stations. improvement area subway elevators how we did in q3 we passed

Quarter 1: October to December

Commitments

Improvement Area

How we did

Commitments We will open the Line 1 Toronto-York Spadina Subway Extension with six new fully accessible modern stations including two new TTC bus Terminals, three new TTC commuter parking lots with 2800 spaces, and direct transit connections with GO Rail, GO Bus, York Region Transit buses including Viva. The stations will feature modern architecture with sustainable design features including LED lighting, bird-friendly glass, green and cool roofs, and landscaping designed to manage water run-off. Other station amenities will include Wi-Fi, covered bicycle storage, new PRESTO fare gates, and new self-service PRESTO machines in service. The bus network along the corridors will be redesigned to serve the new stations. Improvement Area Subway Buses Accessibility Bicycles Presto WiFi

How we did in Q4 we passed

Commitments We will have three new elevators in service at St. Clair West Station as part of the Easier Access program. Improvement Area Subway Elevators

How we did in Q4 we passed

Commitments We will have two elevators in service at Coxwell Station as part of the Easier Access program, bringing the total by the end of the year to 44 of 75 stations. Improvement Area Subway Elevators

How we did in Q4 we passed

Commitments We will put into service 20 new redesigned and accessible buses as part of an effort to diversify and modernize the TTC Wheel-Trans fleet. Improvement Area Accessibility

How we did in Q4 Fail

Commitments We will work with the Bombardier to have a minimum of 40 additional new low-floor, accessible streetcars on property. Improvement Area Streetcars Accessibility

How we did in Q4 Fail

Commitments We will reduce delays by 10% on all subway lines (incidents and minutes). Improvement Area Subway

How we did in Q4 we passed

Commitments We will have 30% of Line 3 train interior refurbishments complete. Improvement Area Subway

How we did in Q4 we passed

Commitments We will introduce a new 'Customer Service Agent' role to provide a better and more engaging service level at eight subway stations to replace the Collector. Improvement Area Subway

How we did in Q4 we passed

Commitments We will launch an improved and redesigned customer-friendly website. Improvement Area Buses Streetcars Subway Wheel-Trans Accessibility

How we did in Q4 Fail

Commitments We will convert an additional 3000 bus poles to the new design to bring total to 6000. Improvement Area Buses

How we did in Q4 Fail

Commitments We will add service during off-peak periods to 15 busy routes, to reduce crowding and improve travel time. Improvement Area Buses Streetcars

How we did in Q4 we passed

Commitments We will consult with customers and other stakeholders to revise service in three neighbourhoods (Kingston/Lawrence/Morningside; Junction; and Rexdale/Airport). Improvement Area Buses

How we did in Q4 Fail

Commitments We will revise the schedules on 10 bus routes to improve service reliability. Improvement Area Buses

How we did in Q4 we passed

Commitments We will widen and lengthen 300 curbside  bus stops to make them accessible to customers with disabilities and, compatible with our higher-capacity, articulated buses. Improvement Area Buses Accessibility

How we did in Q4 Fail

Commitments We will have Wi-Fi available at 100% of stations. Improvement Area Subway WiFi

How we did in Q4 we passed

Commitments With the PRESTO rollout nearing completion, we will be able to start phasing out legacy fare media. This milestone brings us one step closer to the full adoption of PRESTO. Improvement Area Buses Streetcars Subway Wheel-Trans Presto

How we did in Q4 Fail

Commitments We will have 300+ new buses in service to replace aging buses. Improvement Area Buses

How we did in Q4 Fail

Commitments We will reduce streetcar short turns to less than in 2016. Improvement Area Streetcars

How we did in Q4 we passed