TTC unveils commitment to 2013 improvements

Posted on March 1, 2013

The Toronto Transit Commission (TTC) launched its first-ever Customer Charter, committing the agency to specific improvements in 2013, focusing on five themes: cleanliness, better information, improved responsiveness, more accessible and modern, and the renewal of vehicles.

The TTC’s Charter commits to completing and implementing improvements on the TTC by specific dates within a calendar year.

The Charter itself, and the progress the TTC makes on it, is posted online at ttc.ca and updated as commitments are completed. The Charter will change each year with new, time-bound commitments.

In 2010, the TTC convened the Customer Service Advisory Panel to make recommendations on steps the TTC should take to improve customer service. The panel made 78 recommendations; a customer charter was among them. Since that time, a customer liaison panel was struck to provide feedback and give advice to the TTC about customer service matters. That panel reviewed and endorsed the Charter.

“Fundamental change is required in the way we interact with customers, including the consistency and quality of our service,” said TTC CEO Andy Byford. “As an organization, the TTC must change the processes and underlying culture that will get us to where we need to be. A Customer Charter binds us to a culture of improvement. I look forward to hearing from our customers on this document.”

“Excellent customer service is our primary objective at the TTC,” said TTC Chair Karen Stintz. “It is the foundation of our efforts to create a transit system that makes Toronto proud. This belief is shared by CEO Andy Byford, the Board and me, and it is something we will aspire to achieve and continually work toward. This Customer Charter will help focus our efforts in achieving this end and will enable our customers to hold us accountable to the commitments we are making.”

View comments or post a comment on this story. (0 Comments)

More News

Fla.'s JTA sets launch date for new BRT service

The 9.4 mile Green Line on the North Corridor will feature direct, high-frequency service; 18 branded stations; complimentary Wi-Fi, a Park-n-Ride lot, and real-time bus arrival information.

Canadian bus service to block Internet streaming

Some customers have reported slow internet service, while others couldn't connect at al, due to Internet streaming issues.

Nova Bus names new east coast regional sales manager

Prior to joinging Nova, John Manzi served as eastern regional transit sales manager for a major transmission manufacturer.

Shuttle, circulator routes drawing thousands of riders in Miami

These services carried more than eight million passengers last year in 27 municipalities and are praised by riders and public officials alike as successful transit programs.

Calif.'s VVTA unveils Google trip planner update, web app

VVTA staff coordinated with the county and cities to maintain route and stop accuracy throughout the release cycle. Meeting the needs of the many departments at each agency added to the complexity of the project.

See More News

Post a Comment

Post Comment

Comments (0)

More From The World's Largest Fleet Publisher

Automotive Fleet

The Car and truck fleet and leasing management magazine

Business Fleet

managing 10-50 company vehicles

Fleet Financials

Executive vehicle management

Government Fleet

managing public sector vehicles & equipment



Work Truck Magazine

The number 1 resource for vocational truck fleets

Schoolbus Fleet

Serving school transportation professionals in the U.S. and Canada

LCT Magazine

Global Resource For Limousine and Bus Transportation

Please sign in or register to .    Close