At the crowded intersection of Bloor-Yonge southbound mezzanine, a new addition to the TTC was unleashed.
As the minutes passed by, Torontoians gathered around to hear about the first ever Customer Charter that focuses on five themes: cleanliness, accessibility, response time, informative, renewal, and the strive to be more modern.
“The most important thing is moving people,” said TTC CEO Andy Byford. “Some of these things are going to take time to fix but I passionatly believe we should be making other changes to show that we are serious about customer service, and to show we must do better.”
The Charter can be found on the TTC website and will updated regularly as the commitments are completed and new ones are assigned. They will also be listing the performance of each bus and streetcar route so that the community can find out how their route is performing.
Some targets on the list include Pape Station, which has been on construction since 2008, and the Lawrence West Station Easier Access Project, which will make the station handicap accessible, will be completed by 2014.
Other key points mentioned in the Charter include:
- When you contact them with a compliment or complaint, they will answer their phones in under 90 seconds and get back “more than 95 per cent of you within five days or less”.
- Customer service hours have been extended from 7 a.m. to 10 p.m., seven days a week.
- In the fourth quarter of the plan they will “design and implement a new TTC map that will be easier to read and provide better and clearer information”.
- In order to modernize the TTC, the employee uniform redesign process will begin, and they will be renovating all 10 public washrooms.
- To carry more customers, delivery of five new Toronto Rocket trains is expected in each quarter.
“This Charter is a promise to commuters; we are transforming our system. We want transit that makes Toronto proud,” said TTC Chair Karen Stintz.