Editorial Archive

Scorecards, tracking promises keeps TTC accountable

4/5/13 6:00 AM

We are a quarter of the way through a very busy 2013. Nine Customer Charter commitments were made for the first three months of the year and we will report back on first-quarter results via our website (ttc.ca) shortly.

In addition to our promises to improve on overall punctuality, customer communications and responsiveness to customer feedback, the TTC is also committed to making improvements in three more areas: renewal of key elements of our fleet, modernization of our facilities, and providing clean vehicles and stations.

Fleet renewal is well underway. Approximately half the service on the Yonge-University-Spadina line is operated with new Toronto Rocket trains. The full fleet will be delivered by 2015 and this will enable us to release the remainder of our next newest trains (T-1 fleet) to the Bloor-Danforth line, retiring the oldest of our fleet. In parallel, work is underway to install additional hand-holds on the new Rocket trains in response to customer feedback.

Progress is also being made on renewal of our surface fleet. We are testing our new low-floor streetcar that will progressively enter service from 2014, and at the end of the year we will take delivery of the first of 150 articulated buses to provide more capacity and greater reliability on our busiest bus routes.

Further commitments on modernization include plans to upgrade stations and to install elevators as part of our Easier Access program. By the end of this year, the modernization of Pape Station will be complete and work will have begun on the installation of elevators at Lawrence West and Coxwell Stations.

When I took the helm of the TTC last year, I committed to a culture of continuous improvement. The Customer Charter reinforces this, as do the Key Performance Indicators that we now use to publicly track our performance. The time has come, now, to stretch a number of our targets in areas where I believe that we can do better than the figures set one year ago.

As such, targets are now tougher for elevator availability, Sheppard Subway punctuality, Bloor-Danforth Subway punctuality, system cleanliness and availability of fare machines. You can see our Daily Customer Service Report under the Customer Service Section at ttc.ca.

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