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

2. 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

3. Overview – the system

4. 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

5. Overview - ridership
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6. Overview – organization

7. – 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

8. 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.

9. 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
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10. 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.
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11. Customer Charter – Q1 2013
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12. Customer Charter – Q3 2014
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13. CEO’s report
11/29/2018

14. Customers and Stakeholders (1)

15. Customers and Stakeholders (2)

16. Customers and Stakeholders (3)

17. Customers and Stakeholders (4)

18. Customers and Stakeholders (5)

19. Customers and Stakeholders (6)

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

21. 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
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22. Next steps
Continue listening and responding to ‘the voice of the customer’
Review & refresh Corporate Plan
Review & refresh alignment of Customer Charter

23. Customer Service: Top 10
11/29/2018