Communications Subcommittee (CS) - Marian McDonell
A CS meeting was held on June 21, 2018.
Deborah Brown stated that the proposed rollout date for the new TTC website is July 5, 2018.
The main page will have regular service updates. There is a page for each subway station which will list station features, links to surface and connecting routes, service hours, and accessibility features available at that station, with alternatives listed if elevator(s) are down. The exhaustive list of bus routes has been removed and replaced by a search component, and smaller lists of bus routes organized by the station(s) they access. Trips can be planned by using the “Trip Planner” tab or by referencing bus route schedules. The “Accessibility” page is now in a drop-down menu on the main page under the “More” tab. Wheel-Trans booking is fully integrated into the TTC site.
- Questions/Concerns from Subcommittee Members
A request was made to increase the letter size of the subtitles.
A request was made to move “Accessibility” or “Wheel-Trans” onto the main page rather than the drop-down menu under “More”.
The website will be made open for beta testing for ACAT to test and provide feedback.
- Subway Platform Safety Decals
Ian Dickson, Manager of Design and Wayfinding, provided information on this new initiative. The first pilot will be at York University station. Train operation from Sheppard West to Vaughan on Line 1 is automated so that trains stop and doors open at the same spot each time; therefore, markers to indicate where doors are can be exact. There will be yellow decals on the platform and customers will be encouraged to stand behind lines to let people out of the train first. The doors closest to the blue flip-up accessible seats will also be indicated by decals of the International Symbol of Access. Usability will be tracked to determine success of the initiative.
- TTC Customer Service Centre – Chat with Ron Sly, Customer Service Representative
Ron Sly explained how the TTC handles customer complaints and requests for information. The service is available in person at Davisville Station, through the TTC website, by email, TTY, and Twitter. Two Twitter accounts are used: @ttcnotices to report major delays, disruptions, and elevators out of order and @ttchelps to respond to customer questions and complaints, and support TTC communication and education campaigns.
Accessibility problems are automatically flagged for action with reports sent to the appropriate staff. TTC Customer Service is separate from Wheel-Trans Customer Service; however, integration of the two Customer Service departments may take place in the future. It is important to TTC Customer Service staff to identify common questions and to be able to answer all Family of Service (FoS) questions.
- Proposed Survey on Mode Selection
Dean Milton, Manager - Strategic Initiatives, presented the email survey which is meant to capture information about how Wheel-Trans customers use conventional transit, Wheel-Trans, other methods, or a mix. In particular, Wheel-Trans wants to find out who does not use Wheel-Trans for any part of their trip.
The survey asks participants to recall their travel patterns in the last seven days, if they used Wheel-Trans a lot, a little, or not at all. The survey will go to a randomly-chosen sample of Wheel-Trans customers over several weeks.
- Comments from Subcommittee Members
Seven days of transit use is too long for people with cognitive disabilities; 3 days would be better. Dean Milton noted this but said 7 days was better to see patterns.
The survey takes too long and is hard to follow. It should be as easy as the FoS surveys that currently go out.
To alleviate customer concerns, it needs to be emphasized that the survey is anonymous and it will not affect their Wheel-Trans eligibility. Dean will return to ACAT to present early findings and welcomes feedback in the meantime.
Questions and Comments from Committee Members
It was confirmed that ACAT members had hoped to obtain access to the pre-launch version of the TTC website, but due to the timeline of meetings, a beta version of the new website will be launched to run alongside the old site. ACAT members will be able to provide comments on the beta site. Heather Brown confirmed that access to the beta site is scheduled by July 5, 2018, with feedback expected for mid-August. Announcements about the site will be placed on the website and in social media.
Feedback was provided that the master list of bus routes be maintained on the website, in consideration of visitors to the city, and that people cannot be expected to remember the names of buses or the subway station they originate from.
ACAT expressed disappointment that they were not consulted early in the website development process, and that recommended changes were not put into place. The importance of being able to find accessibility information immediately on the website was emphasized. Members were urged to review the new website and provide feedback.
It was requested that during the beta website review, any accessibility-related feedback should be compiled separately so that it can be reviewed by ACAT.
Design Review Subcommittee (DRS) - Craig Nicol
No DRS meetings were held since the last ACAT meeting. However, Raymond Dell’Aera attended a supplemental meeting on June 7, 2018 which features the simulations of access hubs, to determine size configurations, and fit for mobility devices. Thanks were extended to the TTC for organizing the meeting.
The next DRS meeting will be held on July 4, 2018.
Wheel-Trans Operations Subcommittee (WTOS) - Lynn McCormick
The WTOS meeting was held on June 19, 2018. The following items were discussed:
Three buses have been mocked up with rear suspensions modifications. Lodon Hassan will coordinate dates and times for members to try out the buses and provide feedback.
- Wheel-Trans 10-Year Strategy
Challenges have been encountered in encouraging customers to use the system on a volunteer basis. An update was provided on work done post FoS pilot to promote the viability of the service. The main criteria for route selection were outlined. Suggested routes have weighting applied to determine which are most relevant for expansion, and a number of routes that fit the criteria were presented.
An overview of new signage that has been added to some subway stations and hubs was presented.
The launch of the new telephone system was pushed back due to quality issues. The new launch will occur in July. Communications will be sent out prior to the launch and the Interactive Voice Recognition (IVR) messages will also be upgraded. Customers can request call backs at first available moment, and will be given a specific length of time in which calls will be answered.
The next WTOS meeting will be held on July 18, 2018.
Questions and Comments from Committee Members
The new telephone system will give customers an estimated wait time and an estimated time to get a call back. Queue positions will no longer be used.
Regarding accessible stations, the suggestion was made that Wheel-Trans look into the impact of providing access to other stations.