TTC - Customer Amenities??

Given the recent customer satisfaction concerns about TTC performance, we thought some might find this post interesting.

While browsing an IT newspaper today, a headline stood out "Laval Gets Wireless Bus Updates" . According to this report "Webtech Wireless Inc of Vancouver announced this month (Feb 2010) the Societe de Transport de Laval (STL) has launched Nextbus, which includes the installation of 80 signs at bus stops." This GPS / cellular technology will "alert transit users of estimated bus arrival times". (Besides Laval, several other Canadian and American cities already have this arrival information service at their bus stops. Click the Nextbus link above to see how it works on the internet.)

The latest (Aug 2009) TTC Transit City Bus Plan on pages 22-23, Section 2.5 of this 59 page document covers "Improving Customer Amenities and Service Information". (We can't insert the text- they made the document "secure" although it appears written for ridership.) Under sub-section 2.5.2 (arrival times) the text refers to "plans" . A July 2008 CBC News story, reports "The Toronto Transit Commission's board has given its approval for Grey Island Systems International Inc. (part of Webtech) to develop a system that gives travellers constantly updated information on the arrival times of their TTC rides."

A Jan 2010, TTC news link says "in July, all 800 streetcar stops will have SMS capability whereby customers can send a text message to the TTC and get an immediate response about when the next streetcar will arrive at that particular stop. Select shelters and subway stations serviced by streetcars will also have LED readouts with next vehicle arrival information Bus stops will have the same capability in 2011 as the TTC upgrades the GPS units aboard all the buses in its fleet." (TTC committed to customer service excellence)

The question is "what has been holding back the TTC?" A Canadian firm has leading edge technology that has already been implemented in transit systems in many North American cities. We can pose some questions.

Why hasn't our transit system been more conscious of and responsive to customer needs for information on service status and arrivals? Will the customer service panel of outsiders find out and provide the path to changing the TTC focus? Will TTC be leading or only following after strong customer dissatisfaction feedback? Does our city council and TTC board share the same mindset about providing us with important and needed information?

UPDATE 2/3/10: The Star's Royson James considers if Mixing up TTC board is better way. He recognizes the problem of a TTC commission board stuffed with councillors without any outside experts_ the stagnant mindset problem

Bottom Line: Better late, than being world class?