Editorial Archive

TTC makes key promises through customer charter

3/1/13 6:00 AM

When I arrived in Toronto in the fall of 2011, I hoped to transition, and then possibly lead, the TTC after a year or so. Instead, I found myself in the chief’s chair in just three months. This increased my learning curve exponentially, but also meant that I now had a free hand to set about transforming the TTC from top to bottom, a compelling opportunity that tempted me away from Sydney to Toronto in the first place.

I am under no illusions about the need to improve all aspects of our service: I have called for a five-year modernization of the TTC and culture transformation of people, processes and equipment. I want the TTC to continue to show that it is serious about delivering improvements for its customers.

It is in that context that the TTC launched its inaugural Customer Charter yesterday (Feb. 28, 2013). It lists a number of time-bound commitments that we will deliver this year, representing material improvements to the service. And it holds me and my team to account as we report progress and implementation of these commitments on our website.

Fundamental change is required in the way we interact with customers, including the consistency and quality of our service, as well as the processes and underlying culture that will get us to where we need to be. A charter binds us, in fact, to a culture of improvement.

Please review the Charter at ttc.ca and let us know what you think. You can send us comments through our website or by calling 416-393-3030, seven days a week, from 7 a.m. to 10 p.m.

I am honoured to have led the TTC this past year. It has been at times stressful, frustrating and exhilarating, but certainly never boring. Ultimately, my tenure will bjudged by our customers. I am convinced that our efforts to transform people, processes and equipment at the TTC will deliver the TTC’s vision of a transit system that makes Toronto proud

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