5-Year Service and Customer Experience Action Plan
We have completed the consultation process for the 5-Year Service and Customer Experience Action Plan (2024-2028). Thank you to everyone who participated and provided feedback! This page will be updated with the latest updates and engagement reports
Starting in April 2023, the TTC began preparing a new 5-Year Service Plan (2024-2028) & 10-Year Outlook to provide strategic direction for TTC service. At the same time, we began development of a Customer Experience Action Plan, with a focus on how the TTC will improve customer experience.
Through our engagement process and technical review, we determined that a joint 5-Year Service and Customer Experience Action Plan (2024-2028) would be more effective. This long-term plan will provide strategic direction for TTC service and customer experience from 2024-2028. The TTC will use this plan to improve customer experience, make decisions about how to spend funding, and adjust service to meet customer needs and adapt to new realities.
Consultation process
From April to November 2023, the TTC engaged customers, stakeholders, internal staff, and the public to help inform the 2024 Annual Service Plan and the 5-Year Service and the Customer Experience Action Plan. The engagement followed a four-round process.
Round One – The big picture
April - May
From April 26, 2023 to May 22, 2023 we conducted a survey open to customers, TTC employees and the public. The focus of “The big picture“ was to seek feedback to inform the development of the draft plans for the 2024 Annual Service Plan, the 5-Year Service Plan, and the Customer Experience Action Plan.
Round Two – Closer look at construction
June - July
The focus of Round Two was to share and seek feedback on the draft 2024 Annual Service Plan before it is presented to the TTC Board. Specifically, TTC was seeking feedback on its approach to adjusting service as a result of major construction projects.
Engagement included:
- a survey
- stakeholder meetings
- pop-ups for the public
- focus groups with TTC customers
Round Three – Draft concepts
August -September
The focus of Round Three was to share and seek feedback on the draft concepts for the 5-Year Service Plan and Customer Experience Action Plan.
Engagement included:
- a survey
- stakeholder meetings
- pop-up consultations for the public focus groups with women, shift workers, customers with low-income and TTC staff a
- youth-led engagement process
Round Four – Final drafts
October - November
The focus of Round Four was to share and seek feedback on the draft 5-Year Service and Customer Experience Action Plan before the plan is presented to the TTC Board.
Engagement included:
- a survey
- stakeholder meetings
Consultation Documents
Round One
Round Two
Round Three
- Stakeholder meetings summary
- Employee focus groups summary
- Customer focus groups summary
- Survey summary
- Pop-ups summary
- Youth Ambassadors Report
Round Four
Sign up for Plan updates
If you would like to receive updates about this Plan, please send an email to planning@ttc.ca, with the subject line “5-Year Service Plan & Customer Experience Action Plan”