On January 20, 2010, the Toronto Transit Commission (TTC) called for an independent panel to evaluate the TTC’s approach to customer service, as well as the relationship between transit operators, collectors, and the public. Steve O’Brien, general manager of One King West Hotel and Residence, was appointed as the panel’s chair. On March 3, the first-ever Customer Service Advisory Panel was announced, featuring 10 members of the public with diverse business, customer service, and social advocacy backgrounds.
From March to August, the Customer Service Advisory Panel collected feedback from transit riders, employees, and members of the general public. The panel examined the relationship between the TTC and its riders through a number of different outreach programs. The panel’s goal was to collect feedback and suggestions that would be presented to the Toronto Transit Commission in their final Customer Service Report. The report was released on August 23 and unanimously adopted by the Toronto Transit Commission, which is currently implementing all 78 of the panel’s recommendations. The report can be accessed online here.
The panel’s scope of work included the following areas:
• A review of Operator, Collector and other frontline employee initial training, as well as recertification training;
• A review of the commendation/complaint process;
• A review of the selection and hiring criteria for frontline employees;
• The introduction of a customer Bill of Rights that would include employee as well as customer expectations;
• A review of current TTC plans to address customer service;
• Conducting public consultations/meetings/focus groups;
• Conducting employee consultations/meetings/focus groups;
• A public report on recommendations; and
• Advising on expertise/resources needed to achieve success, e.g. external consultants, organizational changes that could include members of the Commission, members of management, as well as private citizens to address specific areas of interest.