5-Year Service Plan and Customer Experience Action Plan


We are preparing a new 5-Year Service Plan & Customer Experience Action Plan

The TTC has begun preparing a new 5-Year Service Plan (2024-2028) & 10-Year Outlook. The Plan will provide strategic direction for TTC service from 2024 to 2028. We will use it to make decisions about what’s most important, how to spend funding, and how to adjust service to meet customer needs and adapt to new realities. At the same time, we’re beginning development of a Customer Experience Action Plan. This longer-term plan will focus on how TTC will improve customer experience on the TTC by addressing existing customer experience issues and challenges.

As part of the 5-Year Service Plan process, we committed to developing (and consulting stakeholders and the public on) detailed Annual Service Plans (ASPs) every year. The 2024 ASP will form part of the new 5-Year Service Plan (2024-2028) being delivered to the Board later this year. Learn more about the 2024 Annual Service Plan.

Engagement process

From April to November 2023, the TTC will engage customers, stakeholders, internal staff, and the public to help inform the 2024 Annual Service Plan, the 5-Year Service Plan, and the Customer Experience Action Plan. The engagement will follow a four-round process. Learn more about the engagement process here.

Round One – The big picture

April - May

The focus of Round One is to seek feedback to inform the development of the draft plans for the 2024 Annual Service Plan, the 5-Year Service Plan, and the Customer Experience Action Plan.

From April 26, 2023 to May 22, 2023 we conducted a survey open to customers, TTC employees and the public. In relation to the 2024 ASP, TTC was seeking feedback on how to accommodate a number of significant construction projects and disruptions that impact our service in 2024 and beyond

We heard from our customers that, most participants prefer for the TTC to:

  • Provide more frequent service on nearby/parallel streets so customers spend less time on transit, even if it means they have to travel further to a stop,
  • Relocate service from some stops on a route, if it means having consistent routing throughout the construction period, and
  • Are comfortable being detoured to a different subway station on the same subway line during construction

For more findings, the full report can be found here.

Round Two – Closer look at construction

June - July

The focus of Round Two is to share and seek feedback on the draft 2024 Annual Service Plan before it is presented to the TTC Board. Specifically, TTC will be looking for thoughts on its approach to adjusting service as a result of major construction projects.

Engagement will include:

  • a survey
  • stakeholder meetings
  • pop-ups for the public
  • focus groups with TTC customers

Round Three – Draft concepts

August -September

The focus of Round Three is to share and seek feedback on the draft concepts for the 5-Year Service Plan and Customer Experience Action Plan.

Engagement will include:

  • a survey
  • stakeholder meetings
  • pop-up consultations for the public focus groups with women, shift workers, customers with low-income and TTC staff a
  • youth-led engagement process

Round Four – Final drafts

October - November

The focus of Round Four is to share and seek feedback on the draft 5-Year Service Plan and Customer Experience Action Plan before they are presented to the TTC Board.

Engagement will include:

  • a survey
  • stakeholder meetings

Sign up for Plan updates

If you would like to receive updates about this Plan, please send an email to planning@ttc.ca, with the subject line “5-Year Service Plan & Customer Experience Action Plan”

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