“Commissioners received TTC management’s initial response to the recommendations contained in the Customer Service Advisory Panel’s final report of Aug. 30 entitled, Improving the TTC Experience: Laying the Tracks for a New Era of Customer Service.

TTC management agrees with many of the panel recommendations. Some will require further study. Internal responsibility has been assigned to begin immediate implementation of some recommendations, or to conduct feasibility and cost reviews on others. Management will provide a progress report to the board every six months.”

Read the full summary of highlights here.

On the day of the report’s release, members of the Toronto Transit Commission voted to endorse the panel’s recommendations in principle and also directed the TTC Chief General Manager to begin the process of hiring a chief customer service officer. The commissioners will report back on a plan of action for the report’s remaining recommendations at the September 30 commission meeting.

From the panel:

The members of the panel would truly like to thank the thousands of riders and employees who provided feedback and suggestions to help improve customer service at the TTC. The insight proved valuable and much of it is reflected in the panel’s final recommendations. We appreciate you taking the time to share your thoughts with us.

Members of the panel would also like to thank the numerous employees of the TTC who willingly accommodated requests from members of the panel for insight and information pertaining to the TTC’s operating structures, which helped us gain a thorough understanding of how good customer service can fit in to such a massive and complex organization. Without the efforts of these employees, we would not have been able to provide as such a high number of relevant recommendations to foster an improved customer service culture at the TTC.

Once again, thank you to all who helped us undertake this first step toward improving customer service at the TTC. We look forward to further news from the commission on this matter.

- The Customer Service Advisory Panel

The report presented today, “Improving the TTC Experience: Laying the Tracks for a New Era of Customer Service” (available at www.ttcpanel.ca), is a blue print that will allow the TTC to renew its efforts in improving customer service. The TTC agrees that a focus on customer service is necessary to re-engage with its 1.5 million daily riders. The panel was asked to provide recommendations to help improve customers’ experience. The TTC believes the panel achieved that today.

The TTC is Canada’s largest public transit provider, and third largest transit system in North America, employing some 12,000 men and women. Staff will now conduct a fulsome review of the panel’s report and recommendations, and report back to the Commission on Sept. 30 with how it intends to proceed.

“I would like to thank Mr. O’Brien and his panel for their thoughtfulness, dedication, and hard work, said TTC Chair, Adam Giambrone. “The professionalism with which they tackled this difficult task is evident in their report, and a testament to their civic mindedness and commitment to serving the public.”

“The advisory panel had TTC staff’s full co-operation to ensure their report was well-informed and would, ultimately, provide practical recommendations for us,” said TTC Chief General Manager, Gary Webster. “I’d like to thank those employees who took the time to assist the panel in their efforts. And we look forward to working with all TTC employees in improving customer service.”

The TTC thanks those customers who provided feedback to the panel through interviews, email and online comments. The people of Toronto have always been passionate about transit, demonstrating a deep interest in the TTC. The panel was struck to help the TTC meet the growing expectations customers have of their transit system. With this report, begins a new era of customer service at the Toronto Transit Commission.

You can read more about the project and submit your feedback here: http://lrv.ttc.ca/

Please note that this web site is intended specifically for feedback on the new LRVs. If you would like to file a complaint or a commendation with the TTC, please visit their main web site at: http://www3.ttc.ca/Contact_Us/Complaints_Compliments_Suggestions/index.jsp. If you would like to submit a recommendation for the TTC through the independent Customer Service Advisory Panel, you can use the feedback form here: http://ttcpanel.ca/make-a-recommendation/

Disclaimer: The Customer Service Advisory Panel is an independent consultation group aimed at providing suggestions to the TTC to improve service for riders and employees. We are posting this advisory to help the TTC solicit feedback on new proposed surface vehicles, as we feel the public’s input is a valuable part of this process.

Dates and times:

Tuesday, May 4: 7 a.m. to 8 a.m. at Kipling Station
Thursday, May 6: 4:30 p.m. to 5:30 p.m. at Finch Station

For more information, please email info@ttcpanel.ca.

The panel members will be present from 11:30 a.m. to 12:20 p.m. and 4:30 – 5:30 p.m. to hand out feedback flyers.

TTC riders can also provide a suggestion through the Customer Service Advisory Panel’s online feedback form.

From the panel’s inception we’ve heard many stories from TTC riders and employees across the City of Toronto, and suggestions on what can be done to improve services. We’ve received feedback by email, phone, regular mail, through various web services, in person, and through feedback sessions and reviews.

We need to hear your ideas – What can be done to help the TTC improve the quality of service it provides, and the overall experience for riders and employees? Please take a minute to provide a suggestion through our online feedback form. Alternatively, you can reach us via email at info@ttcpanel.ca. All feedback submissions will be read by the panel and potentially incorporated into our 2010 Customer Service Report.

We value your feedback and hope to hear from you soon!

- The Customer Service Advisory Panel

http://www.twitter.com/ttcpanel