Management & Operations

Toronto Transit Commission wins APTA's top transit agency award

Posted on June 27, 2017

After almost 100 years in service and 31 billion trips taken, the TTC has grown to become one of the most visible and vital public services in Toronto. Photo: TTC
After almost 100 years in service and 31 billion trips taken, the TTC has grown to become one of the most visible and vital public services in Toronto. Photo: TTC

The Toronto Transit Commission (TTC) was named Outstanding Public Transportation System for 2017 by the American Public Transportation Association (APTA). The TTC last won the award in 1986.

In 2013, the TTC set out to change itself, according to the agency. It developed a five-year plan that put the customer at the center of all that it does, from service planning to service delivery, including a new station management model, customer charter, fleet and infrastructure renewal, and how it manages its people.

“Culture change and how we inspire, develop and manage people is at the heart of our renaissance, led by our belief that it is through a transit system’s people and their embrace of a common goal, that sustainable improvement is achieved,” said CEO Andy Byford.

After almost 100 years in service and 31 billion trips taken, the TTC has grown to become one of the most visible and vital public services in Toronto. By passenger volume, the TTC is North America’s third-largest transit system, after only New York and Mexico cities.

Achievements over the past five years include:

  • A cleaner, more punctual and exponentially more responsive service
  • Unprecedented capital investment
  • Introduction of new vehicles – buses, streetcars and trains
  • Electronic fare payment system, PRESTO is now available in all subway stations and vehicles
  • Delivery of a world-class transit plan in support of the 2015 Pan Am Games
  • Enhanced accessibility with the addition of external announcements on buses, subways and streetcars and more fully-accessible subway stations
  • One Person Train Operation on Line 4 Sheppard, improving the safety and reliability of the service
  • A reduction in the number of delay minutes across the subway network
  • Increased service on more than 40 routes, operating all day, every day and 52 routes now operate every 10 minutes or better
  • Increased service on the Blue Night Network so that 99% of Toronto residents now live within a 15-minute walk of overnight bus and streetcar service
  • Real-time travel information (next train times and other service information) is made available on platform video screens
  • Implementation of a new wayfinding system that uses consistent symbols, colours and numbers to clearly communicate to the city’s diverse audience
  • Underwent a brand revitalization moving the brand from one of a utility to what it really is: a critical part of Torontonians' everyday lives
  • Recognized as one of the Greater Toronto Area’s Top Employers

The most recent customer satisfaction survey results show that TTC customers are satisfied at a record of more than 80%. The TTC will continue to modernize its signal system, fare system and its workplace. And later this year, it will open a six-station, 8.6km extension of Line 1 Yonge-University.

The TTC will be officially recognized at APTA’s annual conference later this fall.

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