How did the TTC do on its 2014 customer charter promises?

The TTC unveiled its annual customer charter on Friday, with 38 promises to improve service from the promise of Wi-Fi to the rollout of Presto on all streetcars.

This is the third time the TTC has made a series of promises to its customers.

Not to be a bunch of negative Nancys, but we thought we’d take a look at which promises the commission missed out on last year.

  • Seven more people were supposed to be hired to handle customer calls for Wheel-Trans service by March, but the positions weren’t approved until April and the TTC expected to hire more staff, with the help of more resources, by April.
  • Fare collectors were supposed to accept debit or credit cards to buy a wider range of tickets, tokens and passes by July, but the pilot program at Coxwell and Bathurst stations revealed the system developed by a contractor did not pass certification tests.
  • Twenty more bus route supervisors were supposed to be added by October, but only 14 were added by then. Six more supervisors had yet to complete training.
  • Seven bus routes were to have articulated buses by the end of 2014, but a manufacturing delay meant only five routes had the buses by deadline. Plans for 63 Ossington and the 6 Bay bus to receive the buses seem to have been shelved, but the TTC plans to put them on 41 Keele early this year.
  • The TTC hoped to turn away less than one per cent of Wheel-Trans requests in the last quarter of 2014, but the demand for service increased more than anticipated, with 58,000 more requests than the commission planned for. As a result, 1.25 per cent of requests were not accommodated.
  • Tiles, stairs, and floors were supposed to be repaired and replaced at various stations, but Presto implementation slowed down the floor repairs at St. Andrew station and a delivery delay pushed back the wall tile replacement at York Mills to February 2015.
  • Presto was supposed to be installed at three subway stations and all new streetcars by the end of the year, but only Spadina station got its Presto machines last year.

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