Editorial Archive

Culture change takes time but it’s well underway at the TTC

7/26/13 6:00 AM

Our recently launched Five-Year Corporate Plan sets out how the TTC will transform every aspect of its operation.

This means upgrading equipment, modernizing processes and transforming the culture so that, in addition to a more reliable service, you, as a customer, feel valued and welcomed.

In recent weeks, customers have approached me and said that they have noticed a difference – that the subway is a bit cleaner, that information is more timely and useful, and that staff seems more engaged.

It is very early days, but I credit TTC staff for this. We are making an all-out effort to up our game and to improve your service at a time when finances are tighter than ever.

True culture change takes time. I want the service to be consistently good and for excellent customer service to be a given. We are putting a lot of focus on changing management style to support and develop staff while encouraging them to be friendly and engaging. We are also strengthening management of frontline operations to make excellence the norm.

Ultimately, it is the reliability and punctuality of the service that is most important.

But we should also make you feel welcome and valued, hence the increased priority given to customer service.

I’d like to ask for your help: when your Operator greets you with a smile or thanks you, please do not hesitate to reciprocate. It goes a long way to encouraging all of us to up our game.

> The 504 King, 505 Dundas and 506 Carlton streetcars are now back to regular routing following a long two weeks for streetcar riders in the east end whose service was disrupted due to a major fire on July 14, 2013. TTC crews worked 24/7 to replace damaged overhead wires and return service to normal as quickly as possible. I want to thank you, our customers, for your patience over this period of time.

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