Editorial Archive

Big improvements take time, but TTC focused on small stuff, too

9/28/12 6:00 AM

When we developed our vision for the TTC of a transit system that makes Toronto proud, we knew that there was a lot to do to make that aspiration a reality.

I have said that it will take up to five years to transform and modernize the TTC, which I think is realistic given the scale of the challenge.

But I’m certainly not saying that you, my customers, should wait that long to experience improvements.

This first year has been primarily about laying the foundations. We have developed business goals and Key Performance Indicators to describe what we need to achieve and measures to track our progress. We have set in place a framework to hold everyone to account, and to make our performance more transparent. And we have started to make inroads into the cost base of the company.

But I was equally determined to deliver what I call quick wins to show that we are serious about customer service: refurbished washrooms, cleaner vehicles and, coming soon, debit and credit facilities at all TTC stations. There’s still more to do on customer information, and to reduce the number of short-turns.

Over the next few years, we will complete the rollout of our new Toronto Rocket subway trains, and we will introduce air-conditioned, low-floor streetcars and a smart card that will see the end of the traditional token.

The biggest challenge though, will be to transform our company culture, starting at the top. That’s why I have asked my managers to spend more time out of the office and with staff and customers to see what needs to be done.

See you on the network soon.

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