Editorial Archive

Customer Charter promises on track; TTC continues focus on bus, streetcar reliability

8/9/13 6:00 AM

Last week, I reported on the second-quarter delivery of our 2013 Customer Charter targets.

In addition to 31 time-bound commitments, the Charter also binds the TTC to delivery of year-on-year improvement in the reliability and punctuality of each of our transit modes (bus, streetcar, subway, paratransit).

Overall, bus punctuality (on time within three minutes) has improved to a score of around three per cent higher than this time last year. That said, some bus routes continue to perform much worse than the average and we are focusing on the poor performers to improve customer satisfaction.

Streetcar punctuality continues to hover around the 70-per-cent target, but is currently below the score achieved this time last year. Work continues to address bunching of vehicles and to drive down the number of consequential short-turns against a backdrop of a very heavy construction season.

The Bloor-Danforth and Sheppard subway lines, and the SRT, are currently outperforming punctuality targets, but the much busier Yonge-University-Spadina line continues to struggle due to a combination of factors, each of which is being tackled with vigour.

As currently measured, punctuality is a rather crude tool so, by the end of this year, we will change to a measure that tracks the difference between the time a journey or trip should take and the time it actually takes from start to finish.

This data will provide much greater transparency of the reliability – as well as the punctuality – of our service, and thereby the customer’s actual experience. It will be used to target resources and management attention to drive up performance across all modes to meet or exceed target.

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