Editorial Archive

Improving information, communication key TTC Charter promise

3/15/13 6:00 AM

Whenever I’m out riding the network, I always assess how well (or not) we are keeping customers informed. In particular, I’m listening and looking out for useful, timely information delivered in a way that is easy to understand and that tells riders what they need to know.

Things have come a long way since I first joined the U.K. railway as a station foreman nearly 25 years ago. In those days, no one had cell phones and we did not have equipment, such as hand-held radios or closed-circuit television cameras to aid decision making and dissemination of information.

Today, with communications technology at our finger tips, there really is no excuse on our part for not keeping, you, the customer, well-informed. The TTC has many tools available to you today to do get information from us, such as e-alerts, but we have included commitments to further improve the way we communicate with you as part of our 2013 Customer Charter.

There are specific, time-bound promises to install another 21 real-time information screens to tell you when your next bus and/or streetcar will arrive at selected subway stations. And we are installing station information screens at 33 sites so that you know how the subway service is performing before you commit to travel. We are also testing new-look bus stop poles and shelter maps that provide more information, and are also easier to read.

Of course, the time you really need good information is when services are disrupted, so we are looking at that, too. Specific action will include training office staff to deploy at subway stations during prolonged disruptions to provide customer assistance – backed up by an ongoing push on better use of real-time announcements by frontline staff.

Finally, we will test Wi-Fi and cell service at two locations by the end of the year. If successful, we will progressively extend that service across all subway stations.

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