February 20, 2015
Our Five-Year Corporate Plan to modernize the TTC is made up of three key elements.
In previous columns, I have described the steps that we are taking to modernize our vehicles and our infrastructure and this is a theme that I will return to next week when I will update you on the delivery of our new streetcar fleet.
Last week, I outlined how we are working to transform the culture of our company to make it customer-led, welcoming and consistently excellent.
The third element is a comprehensive review and renewal of our business processes to make us more efficient, to enable us to provide better customer service and to create a transit authority that it is fit for the future.
We are reviewing every aspect of our operations to incorporate best practice and to leverage efficiencies from modern business systems. Most of the TTC’s business platforms date back to the 1970s, including those that provide financial and people information. Credit goes to TTC staff for making these systems outlast their lifespans, but this is inherently inefficient so we made the case last year to migrate to a modern System Application and Products (SAP) platform that will streamline our administration.
In that same business case last year, we secured funding to fit our surface vehicles with a modern tracking and communications system, replacing the 1970s-era, text-based arrangement that holds us back from keeping customers fully informed. This new system will be fitted to streetcars and buses by the end of next year and in parallel, we will create a unified control centre, co-located with the existing subway control facility, to provide better oversight of our street-level operations.
Every other process will be reviewed to ensure that it adds value and that it puts customers first. We are adopting modern Enterprise Risk and Safety, Health and Environmental Management systems, building on best practice from around the world. We are also tracking each part of our transformation via a dedicated Program Management Office, which is new to the TTC.
Modernizing the TTC is like piecing together a jigsaw puzzle. A lot has been done in the past three years, but much remains to be done. These are exciting times at the TTC as we work steadfastly towards creating a transit system that makes Toronto proud.
The TTC is home to wonderful and unique art that gives each station its own flair. With materials ranging from tile mosaics, sculptures, paintings or quilting, artists share their take on the city. Over the next few months, TOMoves will feature a few select pieces to showcase the beautiful side of transit.
Today, we take a look at the newest artwork; a glass art wall at Union Station entitled “Zones of Immersion” by artist Stuart Reid. The installation will be completed during upcoming subway closures.
This weekend, on Sat., Feb. 21 and Sun., Feb. 22, track work at Carlton St. and Church St will result in the 506-306 Carlton streetcars diverting in both directions via College St., Bay St., Dundas St., Parliament St. back to route. Replacement buses will also operate, providing service on College St., Carlton St., Parliament St. and Gerrard St., between McCaul St. and Broadview Ave.
Employee Profile - Celebrating Black History
Name: Dennis Ediae
Title: Transit Control Dispatch
Years of Service: 10
Dennis Ediae grew up in Benin City, Nigeria and dreamed of being a math teacher. After immigrating to Canada in 2000, he aspired to improve his computer skills and attended a technical college, followed by economic studies at York University. While working as a security supervisor during his studies, a colleague left to work at the Toronto Transit Commission and reported back how great the company was. Dennis kept his eye open for opportunities at the TTC and in 2005 he became a bus operator at Wilson Division and eventually a supervisor at Queensway Division. During a reorganization, Dennis had an opportunity to work at Transit Control and has spent the last 5 years in Transit Control as a Dispatcher. His favourite part of his job is helping people by responding to emergency and customer service calls. Dennis also helps out the local Edo community in Toronto by fundraising to support community initiatives.
We asked Dennis:
What is your favourite way to relax?
I love watching soccer and basketball surrounded by my three kids (ages 21, 19 and 15) and my wife of 30 years.
What is your favourite music?
I’m a huge Bob Marley fan. I love my reggae and also enjoy Jazz music.
What is your favourite food?
I love fufu, a traditional Nigerian staple made from pounded yam. In Toronto, there are great Nigerian restaurants. My favourite place to take friends and family is ID Love on Old Weston Road, it has tasty food from home and a friendly atmosphere.
Weekly Customer Service Report
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