Editorial Archive

TTC welcomes ideas to improve service

9/14/12 6:00 AM

When I joined the TTC almost one year ago as Chief Operating Officer, then as CEO in February, one of my first priorities was to ensure the work already underway on customer service not only continued, but was strengthened.

In 2010, the TTC undertook an extensive review of customer service by striking the Customer Service Advisory Panel, led by the general manager of One King West Hotel and Residence, Steve O’Brien. Mr. O’Brien and his panel did some excellent work, making 72 recommendations to improve customer service at the TTC.

One of those recommendations was to hold regular town hall meetings where customers and the public would come and share with TTC staff, in a public forum, their concerns as well as ideas or improvement. Tomorrow, Sept. 15 (2012) in Etobicoke, marks the fourth such customer-service town-hall meeting since last November.

Changing an organization, particularly its culture, takes time. I’m very pleased, however, that in a short period of time we’ve been able to make improvements on several important fronts, such as renovated public washrooms, enhanced cleaning schedules and end-of-line subway train cleaning. Many of you have noticed these improvements and expressed appreciation for them.

Early next year, the TTC will unveil a Customer Charter that will set out our commitment to you on a range of issues, such as cleanliness and employee courtesy. The TTC is becoming a more customer-centric organization. And with so many new and exciting things happening in transit in Toronto, I am convinced, more than ever, that the TTC’s vision of being a transit system that makes Toronto proud is well on its way to becoming a reality.

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