The Toronto Transit Commission will meet on May 30, 2012.
The scoreboard which begins the CEO’s Report includes the Key Performance Indicators (KPIs) about which I have written elsewhere. Subway performance continues to be monitored against schedule ±3 minutes 96% of the time. It remains unclear how a systemic delay — where many trains are one or more headways out of place but service is otherwise well-spaced — affects this metric. Surface routes aim to be within 3 minutes of the scheduled headway 65% of the time for buses and 70% of the time for streetcars. Considering the headway on which all major routes operate, 3 minutes represents close to if not more than one headway, and much service will easily hit that target even though the rider sees disorganized bunching service with many short turns. I will address this problem in separate articles looking in detail at specific routes’ behaviour.
Riding is up relative both to actual results in 2011 and to budget in 2012 (see following section on additional service to handle growth), and the offpeak increase is running ahead of peak as it has for some years.
The top source of complaints continues to be “Other” with “Surface Delays” and “Discourtesy” coming next in that order. The TTC has initiated a rolling survey of customer satisfaction, but it has not yet accumulated enough data to produce a metric that shows a trend over time. One big challenge of “customer service” is that some initiatives have an effect at limited points — clean and well-maintained washrooms may be appreciated by those who use them, but they don’t make any difference to overall service for most riders. Pervasive changes — more frequent and regularly spaced buses, improved station cleaning and escalator/elevator maintenance — require changes in how the system thinks about its operation as a whole, not in discrete chunks that are easily targeted. Continue reading