Communications Subcommittee (CS) – Bobbi Moore, Chair
A CS meeting was held on October 8, 2020.
Interchange Station Announcements
Staff are looking into implementing Line 2 interchange station announcements as well as announcements to tell passengers which side the doors will be opening.
A member suggested repeating the announcements to provide more time for passengers to get to the correct door. Staff noted this may not be possible as there are some places where stations are too close to each other.
Staff will check to see if the technology on Line 3 trains could handle the longer announcements. The next steps will be to determine whether the announcements need to be shortened, schedule a second test with ACAT members and, once approved, implementation will be scheduled which will take about 4 to 5 weeks.
Staff advised that the delivery of parts to fix the exterior announcement distortion on Line 2 trains has been delayed.
Updated Station Descriptions on TTC Website
Alicia Fowlie provided an update on the station descriptions including Chester Station and members provided their feedback. A member suggested leaving the station description update work to members and the current working group as they have the most knowledge on this topic.
Line 2 Subway System Maps
Ian Dickson provided a history of the work being done on this issue. The system map was meant to be beside the subway and streetcar map with a full map on the left but it is always not possible due to advertising contract obligations. Instead, the full system map is posted on two subway car doors in each car and the Line 2 maps are located above the other two doors.
Members provided their feedback. The next major map update will be in 2022 when Line 5 opens.
Priority Seating Decals Update
Ian Dickson reported that the decal design has been updated to include language around people with invisible disabilities and to use more inclusive language. Some examples of the wording are to include someone who is pregnant and does not self-identify as a woman and “the elderly” was changed to “seniors”.
Family of Services Video
Filming of the video will be delayed until spring 2021 due to the rise in COVID-19 cases.
Video for New Eligibility Self-Serve Portal
Members reviewed the video and asked what the solution would be to the issue of submitting medical information. Staff will provide an update at the next meeting.
The process of having customers being able to opt out of receiving the newsletter by mail was discussed. Staff have created a database and the Fall newsletter will be mailed out, but those who wish to opt out of the mailing list will begin to receive copies by email only in early 2021.
LED Indicator in sync with the First Train Announcement on Line 1
A member suggested that staff look into the possibility of getting the LED indicators on Line 1 trains point to decide where the doors open at the first time each “next station” announcement is played. It was pointed out there may be an issue with AODA legislation, and making the visual indicator earlier may require it to be available with audio at that time.
The next CS meeting will be held on November 5, 2020.
Design Review Subcommittee (DRS) – Chris Stigas, Chair
A DRS meeting was held on October 28, 2020 via Webex.
A presentation was provided on the next procurement for conventional buses, with goals/aims towards a goal of a zero emissions fleet. Buses from four different manufacturers were demonstrated, including the current hybrid buses and three models of electric buses. Some features that were demonstrated include:
- Centre yellow stripe on the kneeling ramp
- Stop request button options including mounting options
- ADA stop request button options and mounting options
- Attendant/companion seating
- Mobility device positions and securements
- LCD infotainment next stop display
- Visual and audio interior/exterior ramp deployment warning options
- Stanchion, grab bar, and hanging strap loop options
- Discussions around exterior auditable vehicle approaching warning
Some of these features are readily available from some manufacturers while others are not at the time of this presentation.
ACAT members also asked about the opportunity to add a safety alert to motorists, cyclists and alike, similar to a school bus style stop sign to the exterior of the vehicles, to combat the issue of ramp deployment encroaching on raised bike lane platforms.
The next DRS meeting will be held on November 18, 2020.
Service Planning Subcommittee (SPS) – Anita Dressler, Chair
A SPS meeting was held on October 7, 2020.
A.J. Takarabe, Operations Planner, provided an update on the ActiveTO bike lanes implementation. The members provided their feedback regarding Wheel-Trans issues, as follows:
On Danforth Avenue, there had been issues since bike lanes were implemented. Charlene Sharpe guided City staff block by block to determine where the Wheel-Trans stops should be included in future plans.
On University Avenue, outside of hospitals, spaces are provided with raised platforms to allow curb access.
Encroachments onto sidewalks for patio use, as per ACAT recommendation. A.J. Takarabe reached out to CafeTo and indicated that there are positive results, along Yonge Street and the Danforth as issues with obstructions have been acted on.
The members pointed out the issue of bike lanes running through the platform area. It was
suggested that reusing the ramps on King Street would be more effective, regarding accessibility than the new infrastructure that has been proposed.
A concern of the Subcommittee was that no consultation with ACAT members took place before the ActiveTO project was launched. Staff assured members that a more typical consultation program will occur in the future. Feedback regarding consultations from ACAT to the TTC, needs to be strengthened.
Another issue was the identification of major destinations for drop off/pick up locations along the corridors to be adopted.
The TTC is reviewing the corridor lanes along Bloor Street West, block by block to identify high frequency drop/pickup locations. TTC will ensure that all drop off/pickup zones are within 70 meters of destination. There will be protected curb cut at locations for easier access to the roadway.
A suggestion was made that Wheel-Trans vehicles be equipped with a stop sign similar to school buses, in order to ensure safety, on shared routes. Cycling education is needed to ensure safety on shared routes.
The members also discussed Third Party Entrances Connection Policy. An update was provided by Pam Kraft, Head of Property, Planning and Development.
The members had a concern about the accessibility of all third-party entrances for equity and equality and compliance with AODA requirements.
A discussion and review of the TTC Public Forum on Accessible Transit produced favourable responses regarding the online format. Over 200 people joined in which was an increase over last year’s in-person attendance.
The next SPS meeting will be held on November 4, 2020.
Wheel-Trans Operations Subcommittee (WTOS) - Sam Savona, Chair
A WTOS meeting was held on October 15, 2020.
Marco Iorfida, Marco Iorfida, Scheduling and Policy Specialist, worked with Angela Marley on updating all of the subway landmarks as well as other updates on the landmark system. Angela Marley, provided an update on Dupont station description. She worked alongside with Craig Nicol on the station description.
TTC Mobile Supervisors went to the locations and recommended the Wheel-Trans stop would be preferably placed at the bus stop in front of the subway entrance on Dupont Street. The final decision on the stop location will be done by Service Planning.
Staff provided an update on the Wheel-Trans self-booking site. Subway stations were suggested as default destination for the Wheel-Trans stops.
Loris Dametto, Program Manager - Vehicle Programs, provided an update on the 7m Pro Master Vehicle Pilot. Eleven vehicles have been received so far, and the 9 remaining vehicles are expected to be delivered in Q1 of 2021.
The TTC Board also approved the procurement of 91 7m ProMaster vehicles, which included one pilot vehicle and 90 production units.
Staff provided an update on the Wheel-Trans Application Portal. The presentation focused on how to apply on the portal and how to manage all the necessary steps through various menu features that have been changed. The how-to video was uploaded to the portal which advises customers on how to use the site and to submit an application.
Staff provided an update on the contact centre. For the month of September, the average speed of calls answered was 6 minutes which is below the current target. In Customer Service, the average speed of calls answered was 1 minute which is also below the current target.
For eligibility decisions, 150 new applications were received in September. A total of 560 eligibility decisions were made and half of them were conditional.
A total of 240 customer service complaints were received, as follows:
45% - vehicle operations complaints
24% - Call center complaints
18.9% - Service Delivery complaints
11% - Accommodations complaints
Wheel-Trans recently awarded a contract for overflow calls in Reservations to TELUS Communications to help reduce customer wait time. The contract will start at the end of November. TELUS representatives will receive a full AODA training.
The next WTOS meeting will be held on November 12, 2020.