Design Review Subcommittee (DRS) – Craig Nicol, Chair
DRS held two meetings in June.
A DRS meeting was held on June 5, 2019.
- PRESTO Sedan Taxi and Support Person Cards.
PRESTO-enabled Support Person Assistance Cards will be issued to replace the existing cards. The cards would have a photo and the customers’ information to connect that card to the person needing support.
PRESTO on sedan taxis will use existing taxi tablets with a special PRESTO app and card reader. The app will display the fare collected and balance, it will also be possible to see the transaction history. There will be an option to have audio output of the data; no sensitive personal information, for example names or addresses, will be spoken.
- Interchange Station Motion
DRS discussed and decided upon two interchange station elevator motions to be presented at the June ACAT General Meeting.
TTC installed a new VISION system on all buses to centralize data collection and control of accessibility announcement / display information. An update was provided on the installation status and capabilities of the system.
DRS members raised concerns about early stop announcements, missing or inaudible exterior route and destination announcements. Staff responded that the early announcement problem is being investigated for correction and the exterior announcement problem will be investigated.
The issue of exterior route and destination announcements timing out when at rest in a station was raised. Staff replied that the time would be extended.
DRS asked that the issue of bus lighting, displays and announcements no longer functioning when the engine is turned off for emission control be resolved, such that these items remain active in revenue service. Staff responded that these concerns will be reviewed to seek a solution.
- Bus Platform Tactile Wayfinding Pilot Project
Staff reviewed a pilot project for York Mills station to establish stop identification poles, mobility device waiting areas, and tactile wayfinding paths on bus platforms. The objective is to make it easier for stop identification and boarding. The pilot is to run for six to 12 months with a starting date to be determined
A DRS meeting was also held on June 26, 2019.
Mosaic Transit and Metrolinx presented the 60% design for the Finch West Humber College station. This is a partially open air station with entrance buildings at each end. The station features redundant elevator access, accessible washrooms, tactile attention and direction indicator flooring.
Subcommittee members raised issues including stair configuration, lack of escalators, location of platform wayfinding, and lack of a Wheel-Trans lay-by.
The next DRS meeting will held on July 3, 2019.
Service Planning Subcommittee (SPS) - Anita Dressler, Chair
A SPS meeting was held on June 5, 2019.
Barbara Battistuzzi, Manager – Training, gave a presentation regarding customer service and training of TTC Customer Service Representatives (CSRs) and Customer Service Agents (CSAs). The CSRs are now in subway stations to help customers with the transition period regarding PRESTO.
Also discussed was that the role of Station Collectors will transition to that of CSAs. These staff will be positioned outside of the booths in subway stations to assist customers.
The CSRs attend a one day, 7-hour comprehensive course. Daily debriefs are given to CSRs regarding location, accessibility issues, and general customer service information. SPS members recommended that improvements be made to Customer Service Representatives’ and Agents’ level of knowledge regarding accessibility to support the Family of Services (FOS) initiatives.
SPS members were advised that, at the Access Expo, the ACAT booth will be staffed by ACAT members during the two-day event at Variety Village on June 7 and 8, 2019.
SPS members were also informed that the TTC Public Forum will be held on September 25, 2019, at the Beanfield Centre, Exhibition Place.
SPS brought to the attention of staff that service announcements in subways are extremely loud and distracting especially to people with vision loss who are sensitive to sounds. Sounds are one of the senses used for independent mobility. SPS members would like this issue to be brought forward to the Communications Subcommittee.
Further discussion ensued regarding bike lanes and lay-bys. TTC staff to follow up.
Streetcar training using ACAT members will be scheduled later in 2019.
The next SPS meeting will be held on July 3, 2019.
Wheel-Trans Operations Subcommittee (WTOS) – Sam Savona, Chair
A WTOS meeting was held on June 13, 2019.
Lodon Hassan, Assistant Manager - Customer Service, introduced Cameron Penman who has been appointed as Acting Division Manager - Customer Service, Wheel-Trans.
Ross Visconti, Project Manager, provided an update on the security passwords for the Self Booking website and app. Security passwords must be a combination of a minimum of six characters with a maximum of 10 including one uppercase letter. This is to make passwords more complex with a higher level of security.
WTOS members were concerned that if the password has to have multiple characters plus an upper and lowercase letter and number, it might be too difficult for customers to remember and/or type in. Ross Visconti clarified that it is acceptable to use numbers and symbols with a minimum of 6 characters, regardless of upper and lowercase sensitivity; however, one of those characters must be a number. He explained that there will be an option to change passwords if forgotten or if the reset button is pressed by accident. The user is also able to maintain the same password as before, and would not have to create a new one.
WTOS members discussed the impact of bike lanes for Wheel-Trans to pick-up and drop-off riders. This is an ongoing matter and more discussion is needed.
Dean Milton, Manager – Strategic Initiatives, explained that, in late Fall / early Winter 2020, the process for re-registration of the 24,000 riders, pre-2017, will commence. These customers will be required to go through the re-registration process, and will begin with customers that travel most frequently on Wheel-Trans and who would benefit most from more travel options. It will take several years to complete. Dean explained that there would be more information to be provided to customers at the July 23, 2019 Public Meeting.
Dean Milton also reported that customers will be provided with ample lead time to re-register and an end-date of service will be placed on their file. Should the customer fail to re-register prior to the service end date, they will be able to call Wheel-Trans Customer Service to extend service end date to accommodate the customer.
Dean Milton informed WTOS members about a Public Meeting on July 23, 2019 at Metro Hall which will be focused on conditional trip matching and the re-registration of 2017 customers. All members are invited to attend.
Lodon Hassan provided WTOS with the top four complaints received thus far in 2019 are as follows:
- Concerns about Re-certification process; will the process be fair/equitable, and customers’ concerns about not being able to use FOS
- Call volumes in Reservations
- Contacted Operators not having specific details about pick up/drop off locations; leading to customers being no showed
- Scheduling trip in progress – customers wanting to know their trip details right away.
WTOS will monitor these concerns.
The next WTOS meeting will be held on July 11, 2019.