TTC’s Group Station Managers8/30/13 6:00 AM
Back in April, the TTC unveiled six Group Station Managers (GSMs), recruited as the vanguard for a new station management model. These high-quality individuals were chosen for their ability to lead and manage teams and a demonstrable passion for customer service.
As subway riders will be aware, the TTC has traditionally employed a very light-touch staffing model in its stations, typically one person at most locations. I believe that, while that model was right for its time, ever-increasing customer numbers and our determination to drive up the quality and consistency of service mean we need to provide our front-line staff with better support and our customers with better service going forward.
Over the past five months, the GSMs have been hard at work, preparing the way for the division of the subway into six management zones, each with a largely fixed team of station staff. At present, Station Collectors can elect to move location every six weeks, but going forward they will be based in a zone for a much longer period, thereby fostering increased familiarity with the layout of stations, better understanding of the needs of local customers and a sense of team spirit under each GSM. Station Janitors will also be assigned to zones for similar reasons.
The GSMs will be supported by Duty Managers, and by Station Supervisors at our larger stations, each with a clear mandate from me to fix problems as they arise and to embrace accountability at the local level. As the Presto smart card rolls out, the station model will further evolve as tokens are phased out and staff become more mobile.
These new arrangements go live from this Sun., Sept. 1. It will take time to fill all the new positions, but I’m confident that you will soon start to notice visible, locally accountable management and a more consistent station service.
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