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TTC Customer Charter 2013

TTC Customer Charter 2013

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Published by Jonathan Goldsbie
Launched on February 28, it's their first one ever.
Launched on February 28, it's their first one ever.

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Published by: Jonathan Goldsbie on Feb 28, 2013
Copyright:Attribution Non-commercial


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News Release
February 28, 2013
TTC announces first-ever Customer Charter 
The Toronto Transit Commission today launched its first-ever Customer Charter, committing theTTC to specific improvements in 2013, focusing on five themes: cleanliness, better information,improved responsiveness, more accessible and modern, and the renewal of vehicles.Customer charters are common amongst transit syste
ms around the world. The TTC’s C
harter goes beyond general, albeit important statements about improved customer service. It commits tocompleting 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 ascommitments are completed. The Charter will change each year with new, time-boundcommitments.In 2010, the TTC convened the Customer Service Advisory Panel to make recommendations onsteps the TTC should take to improve customer service. The panel made 78 recommendations; acustomer 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 panelreviewed and endorsed this Charter.
“Fundamental ch
ange 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. ACustomer 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 toachieve and continually work toward. This Customer Charter will help focus our efforts inachieving this end and will enable our customers to hold us accountable to the commitments we
are making.”
Media contact: TTC Corporate Communications, 416-981-1900, media@ttc.ca 
1 |
Page Customer Charter- 2013
2013 Customer Charter
The Customer Charter is
the TTC’s
commitment to Toronto and to you, ourcustomer. It makes promises on what you can expect from the TTC in the comingyear and focuses on five key areas with specific goals for each. We will postquarterly updates online at ttc.ca to demonstrate how we are performing.Our vision is a transit system that makes Toronto proud.
2 |
Page Customer Charter- 2013
Our Overall Charter Commitment
We will deliver a reliable and punctual streetcar, bus and subway service. Our success willbe measured through our daily and monthly scorecards, and our overall performance willbe better in 2013 than in 2012.
On occasion things will not go as well as we would like. We will be clear and transparent inour communications as to what went wrong, and what we are doing to try and make sure itdoes not happen again.
When you contact us with a compliment or complaint we will answer our phones in under90 seconds and get back to more than 95% of you within five days or less.
The accessibility of our service is the difference between being able to travel or not formany of our customers. We will ensure that the ramps and stop announcements on ourvehicles are functional, accurate and fit for purpose.
When we have to close or change our services for planned maintenance or upgrades, wewill ensure that we communicate clearly with our customers in advance and provide thesupport you need on the ground and on the day.
We will ensure that you feel safe and secure at our stations and on our vehicles, and thatyour safety is always a key factor in every decision we make.
We will keep you informed. Customer communication is an area that you have told us isimportant to you. We have made big strides in this area and will continue to work on gettingyou up-to-the-
minute information, when it’s needed the most.
What have we been working on?
We have installed 22 next vehicle screens in 14 subway stations. The units are located at bus baywaiting areas and list the estimated arrival times of buses/streetcars that operate out of the station.
We have installed nine station information screens in nine stations. They are installed at theentrance to subway stations so that you are aware of any service disruptions prior to paying a fare.This will also allow you to make alternate travel plans.
We have installed 52 screens inside selected streetcar shelters across the city. The screens displaythe estimated arrival time of the next streetcar.

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