This quarterly report defines our commitments and outlines our accomplishments for our fouth financial quarter, starting October 5 ending December 31 2014. It describes how and what we did to meet our objectives in each of our key areas.

Customer Charter quarterly progress report

Key Area Our fourth quarter commitment in 2014 How we did
Key Area: Informative Commitment: Post two explainer videos online How we did: we passed
Key Area: Informative Commitment: Install another 60 digital custom information displays How we did: we passed
Key Area: Renewal Commitment: Line 1 Yonge-University will be operating the new Toronto Rocket trains exclusively How we did: we passed
Key Area: Renewal Commitment: New streetcar on the 510 Spadina line How we did: we passed
Key Area: Renewal Commitment: New articulated buses on seven routes How we did: we failed
Key Area: Responsive Commitment: Establish a special task force to seek long-term capital and operating funding How we did: we passed
Key Area: Responsive Commitment: Accommodate more Wheel-Trans trips How we did: we failed
Key Area: Responsive Commitment: List performance of individual bus and streetcar routes on TTC.ca Link opens in PDF Document How we did: we passed
Key Area: Accessible and Modern Commitment: Upgrade speakers in five subway stations How we did: we passed
Key Area: Accessible and Modern Commitment: Lawrence West Station easier access project will be near completion and open to our customers How we did: we passed
Key Area: Accessible and Modern Commitment: Dufferin Station modernization project will be near completion How we did: we passed
Key Area: Accessible and Modern Commitment: Replace/repair wall tiles at four subway stations, stairs at four subway stations and floors at nine subway stations How we did: we failed
Key Area: Accessible and Modern Commitment: Add PRESTO to three new subway stations and the new streetcars How we did: we failed
Key Area: Clean Commitment: Wash and replace bulbs on 25 per cent of the platform lighting How we did: we passed
Key Area: Clean Commitment: A third of our stations will have had the floors reconditioned to a polished finish How we did: we passed

Informative

Young man holding a smart phone and looking at the screenOur promise:
To make your travels on the TTC as comfortable as possible, you need the most clear, accurate and up-to-date service information possible.


   

pass Our commitment: Post two explainer videos online

Each quarter, we will post two videos that will keep you, all TTC customers, and the public up-to-date on activities and operations at the TTC.

How we met our commitment:

In Q4, two videos were produced and published on the TTC’s website and official YouTube channel:

   

pass Our commitment: Install another 60 digital custom information displays

By the end of the fourth quarter, we will help you to better plan your journey by installing another 60 digital custom information displays.

How we met our commitment:
  • 64 digital custom information displays were installed in 2014.
  • There are now 436 displays throughout the TTC system.

Renewal

Rocket subway train entering stationOur promise:
To make your ride with us as pleasant as possible, we will provide you with the most modern, up-to-date vehicles possible.


   

pass Our commitment: Line 1 Yonge-University will be operating the new Toronto Rocket trains exclusively

Toronto Rocket TrainsBy the fourth quarter, more customers will be able to ride Line 1 Yonge-University, where we will be operating the new Toronto Rocket trains exclusively.

How we met our commitment:
  • There are now 59 Toronto Rocket trains operating on Line 1.
   

pass Our commitment: New streetcars on the 510 Spadina line

Streetcar on Spadina Avenue in China TownBy year end, we will have new streetcars on the 510 Spadina line. These will include conveniences like PRESTO devices, accessible low floors, entry through all doors and air-conditioning.

How we met our commitment:
  • Three new streetcars are now operating on the 510 Spadina line.
  • They are all equipped with PRESTO.
   

We failed Our commitment: New articulated buses on seven routes

By year end, we will have all new articulated buses on seven routes: 7 Bathurst, 29 Dufferin, 36 Finch West, 63 Ossington, 6 Bay, 85 Sheppard East and 53 Steeles East.

Why we did not meet our commitment:
  • New articulated buses were not available on all seven routes as there was a delivery delay from the manufacturer.
  • Five routes are now operating with articulated buses: 7 Bathurst, 29 Dufferin, 36 Finch West, 85 Sheppard East, and 53 Steeles East.
  • In early 2015, the 41 Keele bus will operate with articulated buses.

Responsive

Close up of man smilingOur promise:
We value the quality and quantity of your time spent with us. We are committed to providing you with an efficient and pleasant travel experience.

   

pass Our commitment: Establish a special task force to seek long-term capital and operating funding

We will establish a special task force made up of the TTC Chair, the TTC CEO, the City Manager, the TTC CFAO and the City CFO to seek long-term capital and operating funding from senior levels of government, to ensure financial stability for the TTC. The task force will report quarterly on their progress throughout 2014.

How we met our commitment:
  • Task force established.
  • Completed presentation material and met with senior provincial staff.
  • Met with MPs in Ottawa as part of the CUTA Transit advocacy days.
   

Fail Our commitment: Accommodated more Wheel-Trans trips

By year end, we will have accommodated more Wheel-Trans trips and will have only had to turn away less than one per cent.

Why we did not meet our commitment:
  • In the fourth quarter, the demand for Wheel Trans service increased and we accommodated approximately 58K more trips than anticipated. As a result, the unaccommodated rate for Q4 was 1.25% .

Accessible and Modern

A person using a wheelchair Our promise:
We know much of the time you spend with us is within our stations. Making our stations better able to meet our customers’ needs is important to us.  We will modernize and make upgrades to our stations to ensure all of our customers are comfortable using them.

   

pass Our commitment: Upgrade speakers in five subway stations

Every quarter, we will upgrade speakers in five subway stations – this will make public address announcements much easier to hear and understand.

How we met our commitment:
  • We upgraded speakers in five subway stations in Q4.
  • In 2014, we upgraded speakers at 20 subway stations: Broadview, Donlands, King,  Osgoode,  St. Patrick, Chester, Davisville,  Dupont, Eglinton West, Finch, Greenwood, Islington, Jane, Kipling, Museum, Queen, St. Andrew, Summerhill, Victoria Park and York Mills 

   

pass Our commitment: Lawrence West Station easier access project will be near completion and open to our customers

In the fourth quarter, the Lawrence West Station easier access project will be near completion and open to our customers. These upgrades include new elevators from street/bus level to subway platform, accessible fare gate and four automatic sliding doors to make entering the station easier.

How we met our commitment:

On December 19, Lawrence West Station became the TTC’s 34th subway station to become accessible. Some of the new features include:

  • Elevators that operate from the street/bus level to subway platforms.
  • Accessible fare gate and sliding doors, security cameras and intercoms.
  • Work that could not be done until after the opening of the new elevator and removal of the temporary stairs is expected to be complete in spring 2015.

   

pass Our commitment: Dufferin Station modernization project will be near completion

Dufferin subway platform tiled wallIn the fourth quarter, the Dufferin Station modernization project will be near completion. This will make the station fully accessible with new elevators, accessible fare gates, sliding doors, tactile surfaces and granite-edged stairs. It will have second exits from the station platforms to street level, an expanded enclosed bus waiting area, new lighting, as well as improved station signage. Customers will also see new wall finishes featuring public art and improved streetscaping and landscaping.

How we met our commitment:

In November, the Dufferin Station modernization project was completed making the station the 33rd TTC subway station to be fully accessible. Some of the new features include:

  • Elevators that operate from the street/bus level to subway platforms, an accessible fare gate and automatic sliding doors.
  • Expansion of the station building and indoor waiting area, second exits from both platforms, a new laneway entrance on the west side, a new staircase, modern wall, ceiling, floor and stair finishes, new windows for more natural light, bicycle parking, canopies over the sidewalks, a green roof and new public art.

   

Fail Our commitment: Replace/repair wall tiles at four subway stations, stairs at four subway stations and floors at nine subway stations

By the fourth quarter, we will replace/repair wall tiles at four subway stations, stairs at four subway stations and floors at nine subway stations.

Why we did not meet our commitment:
  • Wall Tiles: Three stations completed: Finch, Runnymede and Spadina. York Mills was started in mid-December and is expected to be completed by mid-February 2015 due to a delay in materials delivery.
  • Stairs: Four stations completed: Sheppard, Bathurst, York Mills and Kennedy.
  • Floors: 8 of 9 stations (Main, York Mills, Greenwood, Finch, Broadview, Summer Hill, Christie and St.Clair West) completed. St. Andrew will be completed in 2015 to accomodate PRESTO installations.

   

Fail Our commitment: Add PRESTO to three new subway stations and the new streetcars

By year end, we will add PRESTO to three new subway stations and equip all of our new streetcars with PRESTO equipment.

Why we did not meet our commitment:

In November, the Dufferin Station modernization project was completed making the station the 33rd TTC subway station to be fully accessible. Some of the new features include:

  • PRESTO is now available on the new streetcars on the 501 streetcar line. PRESTO will also be installed on all new streetcars that are put into service over the next few years.
  • PRESTO was also installed at Spadina station however the remaining two stations were not completed.

Clean

a clean seating area inside of a TTC subway stationOur promise:
We understand how important clean vehicles, stations and station facilities are to our customers.  And it’s something we take seriously.  We will ensure all TTC stations and vehicles are clean; improving our appearance to ensure the TTC is a transit system that makes Toronto proud.

   

pass Our commitment: Wash and replace bulbs on 25 per cent of the platform lighting

Janitor fixing lightingEach quarter, 25 per cent of the platform lighting will be washed and the bulbs replaced. All stations will be completed by year end, ensuring you are always visiting a well-lit and safe platform.  By the end of the year, 70 per cent of all station mezzanines and entrances will also have their lights washed and bulbs replaced.

How we met our commitment:
  • In Q4, we washed and replaced bulbs on 25 per cent of the platform lighting.
  • 70 per cent of all station’s mezzanines, bus bays, entrances were completed in 2014.
   

pass Our commitment: A third of our stations will have had the floors reconditioned to a polished finish

Shiny subway platform floorBy year end, a further third of our stations will have had the floors reconditioned to a polished finish.

How we met our commitment:
  • We have reconditioned a third of our station’s terrazzo floors this year.
  • Work We have also reconditioned the terrazzo baseboards in these stations to compliment the floors.