ACT Canada: TTC Customer Charter December 3rd, 2014 Arthur Borkwood, Head of Customer Development 11/29/2018

Overview – the system 540 million customer trips / year Largest in Canada, 3rd largest in North America Integrated and multimodal – a true strength 4 Subway, 11 Streetcar, 150 Bus, WheelTrans

Overview – the system

Overview - ridership Busiest routes: Line 1 – Yonge University = 750,000 / day Line 2 – Bloor Danforth = 500,000 / day 504 King = 60,000 / day 510 Spadina / Harbourfront = 55,000 / day 501 Queen = 52,000 / day Line 4 - Sheppard = 50,000 / day 32 Eglinton West = 50,000 / day 35 Jane = 46,000 / day Line 3 - SRT = 45,000 / day 36 Finch West = 44,000 / day

Overview - ridership 11/29/2018

Overview – organization

2013-2017– 5 year Corporate Plan Seven strategic objectives: Safety, Customer, People, Assets, Growth, Financial Sustainability, Reputation Each strategic objective supported by detailed action plans and tracking mechanisms

Strategic direction Vision A Transit system that makes Toronto Proud Mission To provide a reliable, efficient and integrated bus, streetcar and subway network that draws its high standards of customer care from our rich traditions of safety, service and courtesy.

Customer focus Customer Engagement Measuring The Customer Experience Town halls Meet the manager Customer Liaison Panel Complaints & comments via the Customer Service Centre Information provision and communications Measuring The Customer Experience CSS MSS Journey Time Metric Customer Charter 11/29/2018

Customer Charter: our promise to you Your streetcar, bus or subway service will be reliable and on time. Our success will be measured through our daily and monthly scorecards to make sure our performance is better in 2014 than it was in 2013. We won’t hide from our mistakes. If there are problems with our service, we will be clear about what happened – and what we are doing to fix it. When you call us, we’ll answer. Whether it is a compliment or complaint, we will answer the phone in less than 120 seconds. And, 99 per cent of complaints filed with us will be addressed within five days and reviewed and responded to within 15 business days. We know that the accessibility of our service is the difference between being able to travel or not for many of our customers. We will make sure that the ramps and stop announcements on our vehicles are working properly. We will do our best to communicate clearly with our customers in advance of any plans, such as construction or repairs, that will close or change our service. Nothing is more important than your safety. We will make sure you feel safe and secure while riding on our vehicles or while you are in our stations. 11/29/2018

Customer Charter – Q1 2013 11/29/2018

Customer Charter – Q3 2014 11/29/2018

CEO’s report 11/29/2018

Customers and Stakeholders (1)

Customers and Stakeholders (2)

Customers and Stakeholders (3)

Customers and Stakeholders (4)

Customers and Stakeholders (5)

Customers and Stakeholders (6)

Customers and Stakeholders (7) Capital coordination Events and Closure coordination

Future Initiatives Contactless payment acceptance – single ride Name badges POP on all streetcars Bike repair stands More stations with WiFi Customer service office Presto-enabled Mobile ticketing solution for family day pass Pilot GO fare integration – Exhibition / Union / Danforth 11/29/2018

Next steps Continue listening and responding to ‘the voice of the customer’ Review & refresh Corporate Plan Review & refresh alignment of Customer Charter

Customer Service: Top 10 11/29/2018