Three Views of Customer Service

Customer Service was a big issue in Toronto’s transit discussions over the past year.  Transit touches a wide group of users, and even those who drive listen to horror stories about bad transit trips if only to reinforce their own choice.  “Choice” is an important word for transit, and as with any business, customers are hard-won and easily lost.  The “product” isn’t just “getting there”, but doing so dependably in reasonable comfort.  Everyone knows that real products often fail to live up to the glossy brochure, and the beautiful merchandise in the shop window or online may not match personal experience.

Three different reactions were published in past months, and the contrast between them says a lot about their origins.

  • TTC’s Customer Service Advisory Panel produced a long, if not particularly well-edited report full of recommendations, but ending with an injunction to riders that they should mind their P’s & Q’s if they expect good service.
  • GO Transit announced its Passenger Charter, a much simpler set of goals developed in cooperation with GO’s Customer Service Advisory Committee and employees.  This charter is supported by a number of web pages where riders can track GO’s delivery of what it has promised.
  • The RCCAO (Residential and Civil Construction Alliance of Ontario) funded a report by Dr. Richard Soberman which recommends, among other things, a strong customer service focus in the provision of transit.

Continue reading →

LRT For Toronto

Royson James has a pair of columns in the Toronto Star discussing the perennial LRT vs subway transit debates.

City needs a transit lesson (Nov. 17, 2010)

Commuters won’t fill LRTs, much less subways (Nov. 19, 2010)

James sets out the pros and cons without becoming mired in either side’s arguments.  As with any overview, there are points for or against either technology that are not made with the vigour that advocates would prefer.  The important issue, however, is not to choose one technology to the exclusion of the other, but to look at the appropriate one for each implementation.

One critical issue — regardless of which side one might be on — is the matter of land use and how the evolution of Toronto will affect demand on routes and the overall network.  There are two fundamentally different views of of future development — the Official Plan’s “Avenues” with major streets lined by mid-rise buildings and shops giving an active pedestrian environment at ground level, or the more traditional “tower in a park” design that has shaped much of Toronto’s growth since the 1960s.  A third variant has appeared over the past decade — both tall and dense, as exemplified by the railway lands, parts of Liberty Village and most recently the Queen West Triangle (Queen & Dovercourt).

Each of these produces transit demands which vary both due to the built form and to the neighbourhood in which development occurs.  A building located in an existing walkable neighbourhood with shops and transit will have very different transportation demands than the same building located on a suburban arterial where the nearest shop is the mall a short drive or a lonely, windy walk away.

The perennial myth about subways is that their high capacity will be consumed by redevelopment around stations.  This is utter hogwash.  The Yonge line is full well north of Eglinton not with Willowdale condo dwellers, but with traffic fed in on surface routes.  Developments along the line add to the demand, but the subway exists to serve a much wider catchment area.  Similarly, the BD subway depends on feeder services to many stations, and the decades-long absence of nearby development did not prevent the buildup of demand eastbound from Etobicoke or westbound from Scarborough.

LRT lies somewhere in between by serving both busy “local” corridors and, in some cases, acting almost like a subway in speed, if not capacity.  We must remember that the SRT would have been an LRT line (and to Malvern too, decades ago) but for Queen’s Park’s intervention with the ICTS technology.  Regardless of technology, it is a medium capacity line whose principal function is to feed the BD subway at Kennedy and, much more recently, to serve the high-density residential development at Scarborough Town Centre, developments that did not occur until decades after the SRT opened.

In many ways, LRT has always been a misunderstood, orphan technology in Toronto.  Some within the TTC have never accepted the retention of streetcars, much less the creation of an LRT alternative to full-blown subway construction.  At a time when LRT was coming back into favour around the world, Toronto pursued ICTS and lost the chance to show what real LRT could do.  At more than double the cost of the LRT proposal, ICTS “proved” that there was no cheap way to implement transit lines, and system expansion stalled.  The TTC did nothing to advance the LRT alternative.

Spadina, Harbourfront and St. Clair are really not LRT, but rather upgraded streetcar lines.  That statement brings me to a common question:  what’s the difference between streetcars, LRT and “Heavy Rapid Transit” (or HRT)?  Everyone knows what subways, streetcars and buses are, but things get mushy in the space between them.

The boundary between HRT and LRT is fairly straightforward:  if the technology cannot run at grade in medians or crossing streets and walkways, then it’s HRT regardless of what vehicle actually operates on the structure.  There can be “light” railways such as the SRT, or full-blown subways, but in either case the lines are confined to an exclusive right-of-way.  This imposes costs and complexities wherever they are built.

The boundary between LRT and streetcar is not as clear-cut.  How exclusive is the right-of-way?  How much mixed-traffic operation does a route have?  How aggressive is the traffic signal priority?  Do passengers board through all doors?  How far apart are the stations?  How long are the vehicles or trains?  All of these issues and more produce a range of answers, and there is no magic point at which a light blinks on “LRT”.  That’s the strength of the technology — LRT does not have to be the same thing all the time on every metre of a route or a network.  The challenge is to strike a balance between the “light” and “rapid” parts of the name — exclusivity and speed versus the footprint a line can have in a street and neighbourhood.

The term “LRT” has been oversold in Toronto.  We have never seen something in the style of other Canadian LRT implementations in Edmonton or Calgary.  We lost that chance when the Scarborough LRT became the “RT”.  It’s still dubious whether we will see that route incorporated into an LRT network, or swallowed by a subway extension.

Toronto’s “LRT” routes run through downtown areas with frequent cross-streets where traffic signals grudgingly give priority to transit (but just as often serve to delay it).  They have slow on-board fare collection with high-floor cars and low-floor platforms.  They suffer a planning context where transit must fight to be acknowledged.

There is only so much road space and money to go around.  Subways make for flashy announcements and lots of work for the construction industry, but endless waits by riders whose trips are not served by the most recent subway extension. LRT lines (and busways while we’re on the subject) take space that would otherwise be used by motorists.  On some arterials, this space is available, but on many it is not (even VIVA’s BRT network is constrained in places by a narrow right-of-way).

LRT advocates have an uphill battle because Toronto’s version of this technology pleases few.  St. Clair was a disaster for “LRT” (and for transit in general) — there were too many design tradeoffs and construction was appallingly mismanaged.  Operations have improved over “the old days”, but still depend on keen route supervisors who actually manage the service rather than letting cars roam back and forth in packs taking generous layovers at terminals.  We may be rid of traffic congestion, but not the infamous TTC culture.

The political climate may shift back to one where we make announcements to appear to be “doing something”, even if that won’t bear fruit for a decade or more.  Such plans will serve only small parts of the GTA when finished (if ever), we will have yet another “lost generation” of transit investment.  Decisions about how to build, where to build, what to build are difficult and need more than an endless supply of magic markers, maps and press kits.

We have seen how a proposed LRT network suffered from funding cutbacks.  Major new revenue streams (tolls, regional taxes) cannot be implemented in the current political climate without a huge fight and an expenditure of political capital nobody seems willing to make today.

“The Big Move” could turn out to be little more than a modest expansion of GO Transit, busways, and a few rail lines of indeterminate technology within Toronto.  That’s not a network, and certainly not a recipe for convincing people that transit can offer an alternative to driving.  The challenge is to find a plan, a network, a quality of transit service that people are willing to pay for, however the money is raised.

LRT has a role as do full-blown subways and busways with each fitting into the mix under the right circumstances.  Advocates would do well to focus on the strength of each technology rather than trying to justify a full network of one option.  The goal is to improve and expand transit, not to prove that my subway is better than your streetcar.

Footnote:

Within James’ second article, the TTC is quoted as saying that ridership on the King car is 1,800 per hour.  It’s worth noting that the AM peak service is 30 cars/hour of which 7 trips are served by ALRVs.  The TTC’s service design capacity is 74 for CLRVs and 108 for ALRVs, and this gives a total for the route of about 2,450.  Crush capacity is higher.  A common complaint from riders is that they cannot get on, and this suggests that the demand cited by the TTC is rather lower than the actual level.

GO Electrification & Air Rail Link Updates (Update 2)

Updated Tuesday, November 16, 2010 at 5:10 pm: Metrolinx today announced that it will be ordering DMUs from Sumitomo, piggy backing on the Sonoma-Marin order.  The statement, which is available in full on the Metrolinx site, includes:

Metrolinx will be entering into formal negotiations with Sumitomo Corporation of America to exercise an option from the Sonoma-Marin Area Rail Transit (California) procurement contract to purchase up to eighteen (18) highly efficient Diesel Multiple Units (DMU’s). These vehicles will meet stringent Tier 4 emissions standards and will be convertible to electric for the Air Rail Link.

Updated Sunday, November 14, 2010 at 3:30 pm: Information on the proposed Sonoma-Marin “SMART” Diesel Multiple Unit (DMU) acquisition has been linked from this article and the price per unit cited by me in the original text has been corrected.  See the section on the ARL for updates.

The original article (as amended) from November 12 follows below.

On Tuesday, November 16, the Metrolinx Board will receive updates on the GO Transit Electrification Study and on the status of the Air Rail Link to Pearson from Union Station.

The Electrification Study has been underway through 2010 and it has produced a number of background reports.  I will leave the truly keen readers to plough through all of this, but a few high points deserve mention.

  • Electric locomotives are the most cost-effective option for GO services
  • The most value-for-money comes from electrifying entire corridors

That electric operations are better for GO is no surprise to anyone who has watched the growth of electric railways worldwide.  Sadly, GO has decades of saying “no” to electrics on the grounds that investment in better service trumped investment in technology at the service levels then in effect.  With the proposals found in The Big Move, this position is no longer valid.

The study workshops have seen vigourous debate on the issue of locomotives vs a fleet of electric multiple units (EMUs).  It is cheaper to haul longer trains of coaches with one electric locomotive than to power each car in a train.  However, this places a limitation on acceleration and speed between stations because the locomotive must do all of the work.  (Only the locomotive’s wheels provide the power for acceleration, and there are limits to the forces that can be transmitted in this manner.)

The finding that full corridor electrification is most cost-effective comes from the high cost of dual-mode locomotives and the operational constraints that would probably exist if only some units had this capability.  Only trains with “off-wire” capability could be dispatched to outer, peak-only parts of corridors.  The study does not review a configuration with a mix of pure diesel-hauled trains with electric trains, although these would have effectively the same operational constraints.

Continue reading →

Who Goes First?

At its Board Meeting on November 16, Metrolinx will receive a presentation on “Project Prioritization”.

Some time ago, Metrolinx produced The Big Move, the regional plan for the GTA.  This contained many projects.  A few of these had an early launch, and some (“The Big Five”) will roll out over the next ten years.  Originally they were going to roll rather faster, but the economic downturn cut Queen’s Park’s ability to finance a large transit network without new sources of revenue.

We’re sitting at a chicken-and-egg debate right now.  Originally, the idea was to get major projects up and running quickly to show what transit could do, and to use this as a springboard for seeking new funding such as tolls or tax increases.  The problem now is that we need the new revenue before most of the showcase lines will actually open.

Continue reading →

GO Transit Announces Rail Service to Kitchener-Waterloo (Updated)

GO Transit has announced that effective late in 2011 they will begin operation of two trains each way on weekdays to Kitchener-Waterloo stopping at Guelph and Acton.

No details of train times nor of overall service levels in the Georgetown Corridor are mentioned in the press release other than that this will be an improvement to current service.

The press release states that the storage facility will be “in Kitchener”.  GO Transit has clarified this as follows:

The temporary train layover facility will be located north of Victoria Street South, between Park Street and King Street West, in Kitchener and will include storage for two 12-car trains, crew and electrical trailers, fencing, and lighting.

The facility will be used until the permanent one is built at Nafziger Road in Baden.

The Future of Streetcars in Toronto

Correction Nov. 7, 2010: An error in the spreadsheet calculating the number of vehicles required for 501 Queen in 2020 (either Flexity streetcar or replacement bus) caused these numbers to be understated.  I have replaced the spreadsheets and modified the text in the article where appropriate.

The election of Rob Ford as Mayor of Toronto brought deep concerns to many about the future of transit as witnessed in the comment threads elsewhere on this site.  Much of this focussed on the existing streetcar network and the planned Transit City lines, but transit as a whole is a larger issue.

This article is not intended as the definitive defense of streetcars.  Indeed, the whole idea of “defending” them starts from a negative perception.  The challenge for those of us who see a future for streetcars and LRT is to advocate for them, for the role they can play in decades to come.  We also have to be honest about the tradeoffs.  No technology — buses, trolley buses, streetcars, LRT, subways, gondolas, dirigibles, even swan boats — is without its problems and limitations.  Pretending that any one of them is “the answer” is hopelessly shortsighted regardless of which one you might prefer.

The election brought a great deal of what I will politely call bovine effluent to the debate on the transit system, and many vital issues were simply ignored.  Nobody talked about fares, only about the technology to collect them.  Rapid transit networks were conceived to fit within funding that candidates thought could be available, rather than starting with the question “what do we need” and then addressing the cost and implementation.  Regional transit was ignored, except for occasional hopes that Metrolinx, that bastion of clear-headed thinking and far-reaching financial planning, would take at least part of the TTC off of our hands.

Transit City was the heart of much debate.  Whether your platform was “more of the same” or “Miller’s plans must be garbage”, campaigns ignored the fact that transit is much more than Transit City.

Continue reading →

Rejigging Transit City

The entire purpose of this post is to hold comments dealing with possible alternate transit plans that were originally left in the thread “Why I’m Voting For George”.  That thread is becoming polluted with issues that are far from the mayoral campaign, and I will move all related comments to this new stub.

Lost in Downsview (Updated)

In case you have nothing else to worry about in this election season, the TTC unleashed one of the less helpful bits of debate a few weeks ago with a proposal to change the names of some of the stations on the Spadina Extension.

The staff proposed that:

  • Finch West, York University, Steeles West, Highway 407 and Vaughan Centre retain their original names
  • Sheppard West be renamed as Downsview Park
  • The existing Downsview Station be renamed Sheppard West

Metrolinx wrote asking that Highway 407 be named something else, but with no suggestions, as this could be too generic a name as other major transit nodes will eventually exist along this highway.

Vaughan Council wrote and appeared by deputation asking that their station be named Vaughan Metropolitan Centre in keeping with the name of their new development district.

Commissioner Perruzza weighed in with a proposal that Finch West be renamed University City Heights.

Update:  This name was actually applied with some objections by residents to the Jane-Finch location, two kilometers to the west, by Councillor Perruzza.  See the Toronto Star from January 2009 for more info.

After a great deal of rather pointless discussion, given the much weightier items on the agenda, the whole matter was referred to the new, post-election Commission.  The approved motion reads:

1. REFER CONSIDERATION OF THE NAME FOR THE VAUGHAN CENTRE TO THE NEXT SCHEDULED COMMISSION MEETING; AND

2. REFER CONSIDERATION OF THE NAMES FOR THE FINCH WEST, STEELES WEST AND DOWNSVIEW STATIONS BACK TO STAFF TO CONSULT WITH THE PUBLIC ON NAMES FOR THOSE STATIONS AND REPORT BACK ONCE COMPLETED.

The motion makes no reference to what we now think of as Sheppard West Station, but I’m sure that will be in the hopper too as it is an essential part of the discussion about which station gets to keep the “Downsview” name.

I am looking forward to the scrolling station name for Vaughan on those undersized destination signs fitted on the TR cars.

As for “University City”, this appears to be a last-ditch move by a soon-to-be-ex Commissioner to impose his idea of what Finch and Keele should be called on the City.  It remains to be seen whether this has general support in the neighbourhood.

A Few Myths About Subway Capacity (Updated)

Updated October 18 at 10:15 am: A few comments about system reliability during bad weather have been added as a postscript to this article.

In a recent post, I wrote about the TTC’s Capital Budget and the projects that are creeping into view as the true cost of adding capacity to the subway becomes evident.

Once upon a time, the TTC was really worried about the capacity of Bloor-Yonge Station, and came up with a scheme to add a third central platform on the upper (Yonge) level, and possibly a second, eastbound platform on the lower (Bloor) level.  Interest in this project faded with the dwindling riding of the mid-1990s, but it never completely vanished.  Plans such as a Richmond Hill extension raised concerns about YUS capacity even before recent ridership growth took back the “surplus” capacity available for many years to hide the problem.

Independently of the third platform proposal, the TTC came up with a plan to add to the number of trains on the line.  If only they could convert to automatic train control (ATC), they could decrease the headway of trains and add to the line’s capacity.  In practice, what happened was that the TTC had to replace the existing, worn out signal system anyhow, but really wanted other governments to buy into the project.  At that point, ATC’s justification became not only the rejuvenation of the subway (a maintenance project), but a way to add capacity at lower cost than building a new line.

Of course, the trains the TTC was running, the H-series cars and the newer T1 fleet, are not equipped for ATC.  A retrofit of the T1 fleet is possible but expensive, and this drives a “need” for a completely new fleet simply to make use of ATC on the Yonge line.  In earlier fleet plans, the TTC treated the entire system as one pool and simply counted trains regardless of which type they might be.  Now, however, they need a “YUS” fleet that can run ATC and a “BD” fleet that will run with conventional manual controls.  (It is unclear what will happen if a BD train finds its way onto YUS trackage, say, for a diversion.)

With the recent, overdue arrival of the first TR train in Toronto, there were bold statements by the Mayor no less (although he was just parroting the TTC) about how these new cars would allow a 40% increase in subway capacity.  Well, yes, maybe, but there’s a catch.  Several catches, in fact.

Continue reading →

TTC 2011 Budget Preview — Part II: Capital

In my previous article, I reviewed the TTC’s preliminary information regarding its Operating budget for 2011.  Here I turn to the Capital Budget — the one that pays for major repairs, replacement vehicles and system expansion.

Following this budget from year to year can be challenging.  For the better part of a decade it has been clear that there would be a funding crisis as project deferrals accumulated, and now the dam has finally burst and big-ticket schemes are underway.  The early years of such projects tend to have low cash-flows because they are mainly design work and progress payments on smaller preparatory steps (such as the utility relocations and grade separation on the Sheppard East LRT).  Now, as spending builds on Transit City, the Spadina Subway Extension, replacement subway trains and streetcars, the demand for capital will grow.

During the 2010 Budget Cycle, many projects were deferred beyond 2019 so that they would not appear on the City’s or TTC’s books.  This made the depth of the budgetary hole appear more shallow than it really was.  If that were not bad enough, the TTC has created a new group of projects aimed at Yonge Subway capacity problems and, in the process, is partly pre-judging the outcome of a Downtown Relief Line study.  The combined result is that the funding shortfall shown as $1.344-billion in the 2010 budget papers for the years 2010-2019 has grown substantially, and there is now a funding shortfall of $2.8b for 2011-2020.

The staff budget report does not include a detailed breakdown of the projected funding sources.  Much more information was presented in the September 2009 report in the previous budget cycle.  (Note that the 2009 report does not exactly reflect the budget as it was eventually approved by Council.)

For the 2011-2020 budget planning, the TTC is taking the approach that it should show what spending is required, not just which projects fit within the available envelope.  This puts both Council and various funding agencies on notice about the true scope of future needs.  Council may not like the level of spending, but at least a debate is possible on the relative merit of transit programs.

In theory, this is a welcome change as it avoids the “surprise” factor when unplanned spending requests appear out of thin air.  However, there will be some debate about how critical some “required” projects might be, and what additional projects are still hidden out of sight.

The TTC estimates that restoring previously omitted items as well as new additions will raise the capital requirement by $3-billion over the next ten years.  That is a gross number, but the degree to which it will attract subsidies depends on the generosity and enlightenment of other governments. Continue reading →