Editorial Archive

CEO Update for the week of February 25, 2013

3/1/13 2:24 PM

Andy’s TTCast – March 1, 2013

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Hi everyone, this is Andy Byford with an update on what’s going on in our company.

The big news this week was the launch of the inaugural TTC Customer Charter. As I said in my letter to staff, this Charter is a list of commitments that we are making to our customers to show that we are serious about improving customer service. We are demonstrating that we are prepared to be held accountable, that we are all trying harder and that we have new-found confidence to publicly sign up to time-bound improvements.

Of course, the hard work starts now because it is essential that we meet or exceed these promises. In parallel, the hard work of driving up our daily performance must continue, as ultimately, customers want and expect us to get them where they want to go on time, in safety and comfort and with a level of customer service that is consistently excellent.

Since my last podcast, we have had two difficult days due to snowstorms. On both occasions, I think we did pretty well although there are always lessons to be learnt. What really struck me was the professionalism and skill of our Operators in tackling treacherous driving conditions, the commitment of our Janitors and infrastructure staff in keeping equipment going and the great work done by Transit Control, CIS teams and Route Supervisors in pulling it all together. Thanks to everyone for doing a great job on both days.

The Exec recently visited Duncan Shop in the latest Meet the Exec session. I am always amazed and proud to go into our big shops because you witness a fantastic range of skills and trades, most of which are completely invisible to people outside the TTC. One area of excellence within Duncan is the bus-rebuild line. Our skilled team of technicians rebuilds our vehicles and achieves around twice the life that other properties get from their vehicles in an outstanding example of TTC efficiency. We’re going to set up a second rebuild line and create around 70 skilled jobs to increase our capability in this area. This represents a real success story for this in-house activity.

Early preparations are taking place for the 2015 Pan Am Games. The TTC will be one of the main transit providers for the games that will take place at various places in the city and across the region. We are getting into the detailed planning nice and early because it is essential to our reputation, and for that of the city, that transit performs well throughout the event. Nearer the time we will be looking to recruit volunteers to assist customers en route to events on our service, so please watch this space.

I continue to undertake my monthly Back-to-the-Floor days, in which I shadow different members of staff to better understand and appreciate what they do. This month, I spent a shift with Chief Supervisor Tom Comerford as he patrolled the west end of the city.

Although no major events occurred, it was fascinating to spend time with Tom and learn just how much knowledge a Chief Supervisor needs to possess in order to lead response to incidents across all modes of our system.

Finally, I just celebrated one year as the CEO of this great company. It has been a real roller coaster since I was suddenly thrust into the top job, but I can honestly say that I’ve loved every minute of it. Thanks to everyone’s hard efforts, we are making significant changes that I know are the right things to do. There is still a long way to go before we can say that we’ve delivered our vision of a transit system that makes Toronto proud, but we are definitely heading in the right direction.

Take care, be safe and see you out on the network soon.

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TTC 1921-2021. On September 1, 1921, the Toronto Transportation Commission began serving the citizens of a rapidly growing Toronto when it took over a mix of private and municipal street railways within the city.

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