Editorial Archive

Delivery of early “quick wins” a sign of progress

11/9/12 6:00 AM

In previous columns, I have described how the TTC has embarked on a five-year journey to transform customer satisfaction and to modernize the way we do things.

Culture change takes time, but customers should not have to wait to see improvements. For that reason, we are focused on what I call quick wins to show that we are serious about delivering better service. Quick wins are improvements that can and should be made right now, often for little or no cost. 

System cleanliness and customer information are two areas that we have targeted so far. The introduction of end-of-line litter picking, whereby in-service trains are cleared of garbage each return trip rather than only at night, has proved a hit with customers who have noticed a difference in the cleanliness of vehicles.

Trackside walls have been cleaned, washrooms refurbished and we are looking at ways to deliver cleaner streetcars and buses while they are on the road. In parallel, our Transit Control team has stepped up the quantity and quality of information during disruptions, and we are speeding up the installation of information screens at key locations to keep you better informed.

Next up is the introduction of debit and credit facilities at all Collector Booths across the subway by early next year so that Metropasses can be purchased more conveniently.

> On a separate note related to the shelter bus issue, I am sorry to those customers that were asked to leave a 36 Finch West bus last week. Our policy is to use an empty bus wherever possible, and I very much regret the inconvenience caused to the customers involved.

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