Editorial Archive

Motivated TTC staff crucial to delivering quality service

11/16/12 6:00 AM

Our plan to transform the TTC has to be about much more than introducing shiny new vehicles or bringing in a new smart card, important though both are.

Customers rightly expect professional, friendly, informed service to be the norm from a well-trained, well-managed and motivated workforce.

I am lucky to have inherited a team of more than 12,000 people who are passionate about the TTC and what they do, but who need a strong, supportive management that sets clear direction for the service we should be providing.

There will always be a few managers or staff that won’t or can’t step up to the new standards that we are seeking. But we should not tar everyone with the same brush – and in my strong opinion –  the vast majority of TTC staff do a fantastic job day in, day out in what can sometimes seem like a thankless task.

We are changing our management style to be more supportive, while requiring higher standards across the company. I want all TTC staff to feel motivated, challenged and valued. In return, I ask them to strive every day to do their jobs to the best of their ability. We need to re-engage the staff – not always easy during a period of top-to-bottom change.

I am confident that, over time, you will see the positive effects of this change as we all pull together to give you a transit system that makes Toronto proud.

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