Customer satisfaction update

Board members received an update indicating overall customer satisfaction remained at a high of 80 per cent in Q2 2016, which shows that customers are noticing the improved reliability and consistency of the service the TTC is delivering. The Q2 (April to June) results also showed customer perceptions of value for money also remained high with 92 per cent of telephone respondents saying they received average, good or excellent value for money on their last TTC trip. The next survey update scheduled for the TTC Board is February 2017.

Wheel-Trans 10-Year Strategy update

Board members received a presentation from TTC staff on the Wheel-Trans 10-Year Strategy and Family of Services pilot and approved the following recommendations:

  • Note the eligibility criteria as set out in the Changes to Eligibility section of the report.
  • Request TTC staff to expand the Advisory Committee on Accessible Transit membership to include persons with mental health and cognitive disabilities.
  • Request TTC staff to commence a Family of Services pilot in 2017, including implementing the first of several improvements to customer policies, and report back outcomes in Q4 2017.
  • Approve the migration plan for existing customers.

The Family of Services pilot, scheduled for mid-2017, allows the TTC to work with customer volunteers to test, validate and refine concepts to build a final service delivery model and supporting operating procedures that meet customer travel needs.

Changes to eligibility criteria under the Accessibility for Ontarians with Disabilities Act requires all specialized transportation service providers to implement new categories of eligibility no later than Jan. 1, 2017.

New eligibility criteria includes Ontario Human Rights Code-recognized disabilities that prevent a person from using conventional transit, such as physical, cognitive, sensory and/or mental health issues.

The TTC Board approved the Wheel-Trans 10-Year Strategy in February 2016.

TTC Capital Program Review

In response to a City Manager-led review initiated by City Council in March 2015, and conducted by KPMG Capital Advisory Group, the TTC Board approved a report on the TTC Capital Program Delivery Review and endorsed the following recommendations:

  • The TTC Board request the Chief Executive Officer, TTC to report to the December 2016 meeting of the TTC Board on an implementation plan, identifying timing and any new capital resources or investment required.
  • The TTC Board request the Chief Executive Officer, TTC to work in partnership with the City Manager to review and develop the implementation plan for recommendations that form part of Group 3, as outlined in Appendix 2 of the report.
  • The TTC Board request the Chief Executive Officer, TTC to provide a semi-annual report to the TTC Board on the status of implementing the recommendations contained in Appendix 1 of the report.

The Board also approved motions by TTC Chair Josh Colle requesting the City Manager initiate a capital program delivery review of City of Toronto and its other agencies, boards and corporations; requesting the City Manager report back to the Executive Committee and the TTC Board on the feasibility of a Major Capital Project Task Force; and request the City Manager report back on which of KPMG’s 41 recommendations have been or will be adopted by the City.

The TTC agrees with KPMG’s 41 recommendations for improvement to six areas of its business:

  • Governance and Policy (10 recommendations).
  • Relationships and Competency (5 recommendations).
  • Processes and Procedures (15 recommendations).
  • Data and Analysis (4 recommendations).
  • Tools and Technology (5 recommendations).
  • Implementation and Monitoring (2 recommendations).

The City Manager’s Office, KPMG and the TTC Board recognized the TTC’s recent efforts to improve capital project management. In 2014, the TTC established the Portfolio Management Office (PfMO) within the CEO’s Office to support the development and implementation of standardized tools and processes for capital project delivery across the organization, and to provide in-house consultant services to areas of the organization that do not have the required program and portfolio management practices.

Since its introduction, the PfMO has focused predominantly on the introduction of processes for business case development; project change control; project prioritization; standardized reporting to the CEO and Executive Team; and improving transparency of project status reporting through the monthly CEO’s Report to the TTC Board.

Stations Transformation Program

Board members approved the TTC’s Stations Transformation Program worth approximately $51 million in capital improvements. As part of the Five-Year Corporate Plan to modernize the TTC, the transformation plan will see the overhaul of station design and role as the TTC nears full implementation of PRESTO.

The TTC is preparing to introduce a multi-functional, customer-focused and mobile Customer Service Agent role in place of the Station Collector role, starting mid-2017. In-station transition will also see Collector booth conversions, public information hubs, full-service fare-vending machines, upgraded farelines and an increase of closed-circuit television cameras. The program is partly funded through the new federal Public Transit Infrastructure Fund.

With the TTC gradually converting to one-person train operation, uniformed Customer Service Agents will be available and capable to respond to customer care and first-aid issues, delay incidents and light maintenance matters.

Streetcar Way Modernization Plan

The TTC Board approved the Streetcar Way Modernization Plan. The Plan authorizes Streetcar Way to lease a temporary facility with trailers so that the existing bending yard at Hillcrest can be freed up for the construction of a permanent Streetcar Way facility worth $38.8 million at Hillcrest Complex. The new building will encompass 3,400 square metres for offices and weather-protected rail-bending operations, with 4,000 square metres of outdoor space for pre-assembly of special track work and material storage.

The facility will allow pre-fabrication of rails for intersections (panelization), and will also consolidate Way crews from Roncesvalles and Russell carhouses to a centralized location. The new facility and associated equipment upgrades will thus improve on efficiency, employee safety, and reduce disruption to the community at the work sites. Construction will take about three years to complete.

TTC staff to study microtransit

The TTC Board approved a report outlining potential benefits and risks of microtransit in Toronto, and directed TTC staff to conduct a study to determine if there are any suitable areas in the city to conduct an on-demand, ride-sharing service pilot. Board members also approved the following motion by Commissioner Denzil Minnan-Wong: If and once a suitable area is determined that the TTC issue a request for expression of interest (REOI) that allows parties, including taxi companies, to participate in the REOI with a report back on the status of the program in 10 months’ time; or at the discretion of staff, TTC issue a REOI and request participants to identify areas of the city where microtransit may be appropriate.

Microtransit (or ride-sharing) services are defined as private vehicles that offer rides to multiple passengers along fixed or variable routes and charge a fare for each passenger carried, such as Uber. These services are accessed and ordered in advance using a smartphone application.

Last January, the Board supported a motion moved by Commissioner Minnan-Wong to request a staff report on the benefits and risks of microtransit.

2017 Board meeting schedule

The Board approved the 2017 schedule of meetings at Toronto City Hall as follows (held at 1 p.m. unless otherwise indicated):

  • Wednesday, January 18
  • Tuesday, February 21
  • Wednesday, March 22
  • Thursday, April 6 (Special Board Strategy)
  • Thursday, April 20
  • Thursday, May 18
  • Thursday, June 15
  • Wednesday, July 12
  • Tuesday, September 5
  • Monday, October 16
  • Monday, November 13
  • Monday, December 11

Next Board Meeting

The next scheduled regular TTC Board meeting will be on Thursday, October 27 at Toronto City Hall. The meeting will be live-streamed on the Official TTC YouTube Channel This is an external site to the TTC YouTube Channel and will open in a new window.