October 13, 2011

Toronto Transit Commission Chair Karen Stintz today made two important announcements about customer service at the TTC. The first is the establishment of a customer-focused committee – the Customer Liaison Panel – that will be made up of Commissioners, TTC staff and customers. Stintz also announced the first in a series of regular town hall meetings designed to hear from TTC customers about their experiences, concerns and suggestions for improvement.

“Improving customer service by engaging directly with customers, whether in a committee setting or town hall is vitally important. We need to hear directly from our customers, involve them in change, and work with them to find solutions that are both creative and effective,” said Stintz, who was joined by the TTC’s Chief Customer Service Officer, Chris Upfold, at Bathurst Station. “This is an exciting day for the TTC and its customers. I look forward to embarking on this customer service journey directly with our customers.”

The Customer Liaison Panel will include eight TTC customers, the Chair of the TTC, one additional Commissioner, the Chief General Manager, the Chief Customer Service Officer, one member from the Advisory Committee on Accessible Transportation, and Steve O’Brien, Chair of the TTC Customer Service Advisory Panel (CSAP) – the independent group struck in 2010 to review customer service at the TTC.

That panel made 78 recommendations to improve customer service. Many recommendations have been implemented or are well under way. The CLP and town halls are but two of the recommendations put forward last year in CSAP’s report.

TTC customers interested in participating on the Customer Liaison Panel must send the TTC a resume and a maximum 250-word essay that describes why they want to get involved and how they can contribute as the TTC works to improve customer service. The terms of reference for the CLP are attached, including the selection process and how to apply to be a panel member. Details are also online at ttc.ca.

Scheduled for the evening of Nov. 24 at Toronto City Hall, details about the TTC’s first town hall meeting will be announced in the coming weeks. However, the first hour will provide the public with an opportunity to learn more about the TTC and meet one-on-one with staff and Commissioners. The final two hours will be devoted to the public asking questions and sharing their experiences in a town hall setting.

Terms of Reference

TTC customers interested in becoming a member of the Customer Liaison Panel must submit a resume and maximum 250-word essay describing the insight they will bring to the TTC regarding customers and assisting the TTC in the development of a customer-centric organization. Applications must be received no later than 5 p.m. on Friday, November 25.

Customers can submit their applications in the following ways:

Email: clp@ttc.ca
Mail or in-person: TTC Customer Liaison Panel, 1900 Yonge Street, Toronto ON  M4S 1Z2
Fax: 416-488-5773

The Customer Liaison Panel shall be established as an advisory panel of the Toronto Transit Commission to provide a mechanism for ongoing customer participation in transit in the city of Toronto.

1. Panel Role

1.1  Assist in developing and delivering the TTC’s strategic aims on customer service.

1.2  Assist in understanding customer priorities.

1.3  Promote dialogue between customers and the TTC.

2.  Membership

2.1 Membership shall be open to interested residents of the city of Toronto who use Commission services (occasional, frequent, or regular customers).

2.2 The CLP shall be composed of no less than 6 and no more than 8 members exclusive of the TTC members identified in 2.4

2.3 The number of members will be determined by the number and quality of applications received

2.4 The TTC members of the CLP are as follows:

a. The Chair of the TTC and one additional Commissioner
b. The Chief General Manager and Chief Customer Service Officer of the TTC, or their designates.
c.  A member from the TTC’s Advisory Committee on Accessible Transportation
d. For the first two year term, the Chair of the TTC’s Customer Service Advisory Panel.

2.5 Eight members shall be appointed for a two year term, with half of the panel members retired and replaced each year.

2.6  Panel members to retire after the first year term will be chosen at random.  These members are eligible to reapply immediately and this first term will not count with respect to item 2.7

2.7 Members may serve only two terms in sequence but are not restricted from applying after a two year absence or to fill a vacancy between terms.

2.8 A vacancy may be declared at such time that:

a. A member submits a letter of resignation or is otherwise unable to complete his/her term, and/or
b. A member has been removed for missing more than two meetings within a year without providing reasonable cause acceptable to TTC staff. Reasonable cause will include but not be limited to; illness or injury for which regards are extended, specialist appointments that cannot be rescheduled, deaths in the family.
If the member wishes to appeal their removal, a meeting will be arranged between the member and the TTC Chair, CGM and CCSO (or their designates) prior to the next general meeting. A decision will be made to;

  • Reinstate the member. Any subsequent missed meetings without reasonable cause will result in the permanent removal of the member.
  • Uphold the decision to remove the member.

c. A member is found to be in violation with the terms of reference and/or protocols of the CLP
d. A member is removed by unanimous decision of the TTC Commission members and CGM and CCSO.
e. Any such vacancies shall be filled as soon as possible. The new member shall serve for the balance of the term of the member replaced.

3. Selection Process

3.1 The membership selection process shall be undertaken with a membership solicitation through the TTC’s website and/or advertisements placed by the TTC.
For appointments to the CLP, applications shall be reviewed and be evaluated by a three member selection panel composed of TTC representatives or their designates who shall make the final decisions on all appointments.

3.2  Appointment to CLP requires the following:

1. A resume
2. A written submission of no more than 250 words on why they want to sit on the CLP and what insight they will bring to the TTC regarding customers and assisting in the development of a customer-centric organization.

a. On confirmation of appointment to the CLP, the member agrees to the following:
i. adhere to the policies and regulations of the Toronto Transit Commission
ii. adhere to the Terms of Reference and meeting procedures of the CLP
iii. acknowledge and commitment of time requirements to be a member of CLP
iv. participate in an orientation/training session.

4. Quorum and Voting

4.1 Voting

For the most part it is not expected that formal votes will be required.  Should the chair, however, move for vote, it will be decided by the following parameters.

a.  50 per cent of the eligible panel members, plus one, constitutes a quorum for the meetings.
b.   Each member is entitled to one vote on issues identified for a vote by the Commission Chair or their designate.

4.2 Meetings

a. General panel meetings will be held bimonthly or at the call of the Chair.

5. Commission Staffing

5.1 Commission staff shall act as a liaison and resource to the CLP, as mutually agreed upon by the panel and staff to ensure expedient responses to recommendations and areas of concern.

5.2 Clerical support shall be assigned for the purpose of recording and distributing minutes, meeting notices, correspondence, etc.

6. Amendments

Recommendations for amending the Terms of Reference may be made by submission in writing to the Chair by any member of the CLP.  Only recommendations approved by a majority vote of the CLP shall be considered by the Chief Customer Service Officer for adoption.

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