Service Cost and Quality

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Poor Frozen Streetcars

Over the past week, we have heard a lot about streetcars that were stuck in the yard or failed in service because of frozen air lines.

If the air isn’t dry, moisture condenses and freezes, blocking air movement.  Whatever system that air line runs – such as releasing the brakes – stops working, and the streetcar is stuck just as if it were frozen to the rails.  Think of this as sclerosis for streetcars.

Drying the air has been an issue for the streetcar fleet more or less since it was delivered 30 years ago, and the problem is worse on the long ALRVs than on the shorter, and older, CLRVs.  One can only wonder if this is yet another subsystem where the TTC gambled that things would keep running until new cars arrived.

They lost.

Record cold weather meant anything that was borderline temperature sensitive has failed, and riders have seen the effects.

The new cars are over a year late.  If the wait means they work perfectly “out of the box” I will be ecstatic – the Toronto Rocket subway trains have not exactly inspired confidence in Bombardier.

The partial replacement of streetcars by buses led inevitably to musing by Councillor Doug Ford that maybe we should just make this a permanent arrangement.  The Ford family is well known for looking for any excuse to rid Toronto of what they see as a nuisance.

This begs two very important sets of questions for the TTC and its current chair, Karen Stintz.  Will they rise to the streetcars’ defence not just for the short, post-deep-freeze, but for their long-term future?

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TTC Capital Budget 2014-23 Part I: Fleet Plans (Or, Where Will We Put The Riders?)

The past two years at TTC and Council have been all about the fight over LRT and subways, and the shifting loyalty to each mode especially when potential votes are to be gained.  While Toronto (and Queen’s Park) flailed about with expensive rapid transit plans, something more important, but more subtle, off the radar, was happening.

Discussion of the future of our transit fleet and service levels later this decade took a back seat in the triumph of ideology over planning.  We are now in a position where all three modes — subway, streetcar and bus — will strain to meet demands placed on them for the foreseeable future.  We will have very clean subway stations, but service and capacity are quite another matter.

The problems for each mode are different.

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Congestion Management and Transit Priority: Toronto’s Confused Approach

Two studies came through Toronto’s Public Works & Infrastructure Committee at its November meeting revealing a less-than-coherent approach to traffic management and transit priority.

The Congestion Management Plan (CMP) takes a city-wide view with two background reports:

The Downtown Traffic Operations Study (DTOS) has a much tighter focus on the core area from Bathurst to Jarvis with a northern boundary of Queen Street, except between University and Victoria where it extends to Dundas Street.  Background reports include:

Most striking about these reports is the fundamentally different way in which they approach their subject.

DTOS is very much about action, making specific changes “on the ground” to the way streets operate with the goal of improved capacity.  This includes a more sophisticated form of Transit Signal Priority (TSP) that would take into account not just the presence of transit vehicles, but whether they were ready to proceed through intersections.

By contrast, the CMP spends a great deal of time talking about the need for technology upgrades and for co-ordination among various agencies – City Transportation, TTC, Utilities, Emergency Services – to the point one might ask if any of them ever talk to each other today and, by extension, how much “congestion” there is simply in agency-to-agency co-ordination.  TSP gets pushed to the back burner here with a suggestion that it be granted only when vehicles actually need it, although how exactly that would be achieved given TTC’s chaotic approach to line management is anyone’s guess.  More to the point, the TSP facilities now in place were funded by the TTC, but City Transportation now proposes to hobble their usefulness.

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TTC Service Changes Effective January 5, 2014

The TTC will make  improvements in several routes in January 2014.  Many of the changes are small-scale “tweaks” and we have yet to see system-wide benefits from the fare increase that will take effect on January 1.

2014.01.05_Service_Changes

The Service Budget does show some increase over past years.

January Vehicle Hours of Service Per Week

2010   159,288
2011   160,187
2012   160,830
2013   163,148
2014   167,118 (Budget, unchanged from Nov. 2013)

The values above do not include construction services, that is, additional vehicle hours required to accommodate construction projects which vary from year to year.  Although some construction-related costs are charged to the capital budget, construction service takes buses and operators that are not available for regular service.  In a year with many construction projects, this can delay the onset of service improvements elsewhere.

Despite budgetary constraints, the TTC was able to increase service in 2013 because its actual costs for 2012 were below budget.  The 2013 subsidy was “flat lined” at the 2012 level, but the effect on an “as spent” basis was that the subsidy dollars rose in 2013, and the  burden of additional service did not fall entirely on the farebox.

In 2014, there is a real dollar increase in the subsidy coupled with higher fares.

Route Changes Due To Construction Projects

504 King, 503 Kingston Road and 303 Don Mills Night Bus

Construction on the King Street approach to the bridge at the Don River will take longer than originally expected, and diversions will now remain in place until April, according to the TTC’s diversion notice.

72 Pape and 172 Cherry

Construction downtown has made for unreliable operation of the integrated service on Pape and its longer branch via Commissioners Street to downtown.  Pending completion of the construction (mainly the work at Union Station), the route will be split.

72 Pape will operate from Pape Station to Cherry & Commissioners looping via Cherry, Villiers and Munition Streets.

172 Cherry will operate from St. Andrew Station to Cherry & Commissioners and will use the same loop as 72 Pape.

On Sunday evenings, matching existing schedules, there will be no service on 172 Cherry, and the 72 Pape route will terminate at Eastern & Carlaw.

97 Yonge

Water main repairs on Yonge Street between Finch and Sheppard will disrupt the 97 Yonge bus.  The route will be split with overlapping services:

  • Steeles to Lawrence Station (all hours)
  • Davisville Station to York Mills Station (all hours)
  • Queen’s Quay to York Mills Station (peak only)

Midday service between Davisville and St. Clair stations will be discontinued.

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Where Is The TTC’s Customer Liaison Panel? (Updated)

I have finally received a reply from the TTC to my query about the Customer Liaison Panel.  My original query went out on November 14, and I sent a follow-up on November 27.  Here, slightly edited, is a reply from Chris Upfold.

I don’t think you’ll be surprised that I don’t think they need to meet in public / have a web presence / etc. to be an effective consultative and steering body.

The model for ACAT is quite different. They are representing a particular part of society that, by their very nature, can have higher instances of social exclusion. For that very reason of social exclusion it is critical that a body like ACAT (for which I’m also responsible) have a public voice that can ensure they are heard above the general demands / wants of customers. The majority of our customers don’t need that same voice given they have the ability to feed back to us on a plethora of items in a multitude of ways – not least of which are our Town Halls and Meet the Managers.

The CLP meet on at least a monthly basis and have broad authority to ask the TTC to present to them on any initiatives or services. They’ve looked at route management for surface and subway, our complaints procedure, our communications plans, PRESTO plans, wayfinding, fare policies etc. etc. We also use them to give strategic and tactical feedback into options that we are looking at. They review some TTC Board papers at an early consultative stage so that the recommendations we are making are strong and supportable for customers.

Given that they do these things before they reach the public eye (or indeed are ready for the public eye) I think it’s absolutely necessary that they happen in private. As I say there is plenty of opportunity for customers to feed back in public. All of the members have signed NDA’s [Non-disclosure agreements] specifically for this reason.

I don’t think they need to “earn their keep in public” to have huge value for the TTC.

That’s all very nice, but the operative word in this group’s title is “Liaison”, and they can’t do much of that by meeting in private and reviewing management proposals, a privilege that may exceed even what is extended to some members of the TTC Board.  Without any public presence, they certainly cannot be spoken of as “representing” anyone.

When the Customer Service Advisory Panel proposed the formation of a liaison group, their recommendation was very heavily weighted to TTC management, unsurprising considering that the whole CSAP exercise was a big cheerleading session highjacked by management.  This is the same process that gave us more things riders had to do for the TTC, than the TTC had to do for its riders.

The site on which it was originally posted (ttcpanel.ca) no longer exists, but the report is available through an archive site.

Recommendation 1C: Customer Service Advisory Group

The TTC should institute a governance structure in order to ensure that the recommendations made by the CSAP, as well as future initiatives, are considered, implemented, and followed through to completion.

It is recommended that a Customer Service Advisory Group be created, consisting of:

  • 2-3 TTC Commissioners
  • 1-2 outside customer service specialists
  • The Chief General Manager of the TTC [now styled as the CEO]
  • The new Chief Customer Service Officer

Plus other appropriate members of the senior management staff.

In addition, this committee could include TTC employees and members of the public.

Quite clearly, the intent was for an internal panel to monitor and support the rollout of customer service improvements, and the public was very  much an afterthought.

By the time the CLP was actually constituted, the balance was completely changed with the majority of members coming from the public through an appointment process.  This might suggest a more public presence, but that’s not what we actually see.

The original article from November 29 follows the break below.

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Measuring Service Quality

The quality of service provided on Toronto’s streets and in the subway has been a major, long-running topic on this site.  As reported last week, the TTC has just issued its third quarterly report on surface route reliability relative to a target of scheduled headway ±3 minutes.  They acknowledge that the methodology behind these numbers is flawed, and seek a better way to track reliability from the riders’ point of view.

To that end, the TTC is looking at the “journey time metric” used in London, UK, which tracks an entire trip’s experience including access, waiting and transfer times.  Leaving aside the need to define multiple trips both in location (downtown, suburban, in between) and in time (peak commutes, midday, evening, weekends), I believe that multiple metrics are required to flag problems at a level that is both meaningful and revealing of problem specifics.

What follows is a slightly reworked version of a proposal I made to the TTC recently on this subject.

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TTC Service Changes Effective November 24 and December 22, 2013

Most of the service changes in November and December relate to construction projects that will wind down this fall.

Effective November 24, 2013

Bathurst Street Toronto Water work

The 511 Bathurst service will return to streetcar operation.  A special schedule for 512 St. Clair that kept mid-day service at peak levels (because the extra cars could not return to Roncesvalles Carhouse) will be replaced with the normal schedule.

Sterling/Dundas track and overhead work

The scheduled short turn of 505 Dundas, 506 Carlton and 306 Carlton Night services at Lansdowne will end and all service will run through to the usual destinations for these routes.

Dufferin Street paving

29 Dufferin will resume its normal route between College and Queen with the completion of paving north of Queen.

Dufferin Bridge

The Dufferin bridge at the CNE remains closed and all operations to Princes’ Gates have been dropped from the schedules.  This reduces the number of vehicles in service during certain periods.

Metrolinx construction

Service relief buses will be provided on 32 Eglinton West to compensate for construction delays with the LRT project.  A revised schedule will be implemented in January 2014.

Additional running time will be added on 59 Maple Leaf to compensate for work on the GO Transit grade separation in Weston.

Since August 19, 2013, 63 Ossington has looped at Eglinton Avenue rather than Eglinton West Station to avoid construction work.  This is expected to last until late November.

Lawrence West Station construction

Construction at Lawrence West Station required buses on many routes to be extended to Lawrence Station.  The following routes will now revert to their normal eastern terminus:   52C Lawrence West/Culford, 58 Malton, 59 Maple Leaf.  The 400 Lawrence Manor community bus will resume serving Lawrence West Station at the west end of its route.

Ossington Avenue trackwork

Service on 63 Ossington and 316 Ossington Night Bus will revert to Ossington Avenue between College and Dundas with the completion of the track replacement project.  Additional running time added for the diversion will be removed, but service improvements from August and September 2013 schedules will remain.

Updated:  Through service on Ossington resumed on October 28.

Queensway overhead work

In October, services on 501 Queen, 508 Lake Shore and 301 Queen Night Car were cut back to Humber Loop for streetcar island reconstruction on Lake Shore.  Starting in late November, the TTC will rebuild the overhead on The Queensway and these services will turn back from Sunnyside Loop.

The 301/501 Queen Shuttle bus will be extended east from Humber Loop via The Queensway and King to Dufferin Loop.  Service will operate every 6 minutes during peak periods, and every 6-10 minutes at other times (except for 30 minute night service).

The work is not expected to require the entire schedule period, and streetcar service will return to Humber Loop when possible.

Seasonal Changes

The Sunday/Holiday service to the Brick Works via 28A Davisville should have ended at the start of September, but this was missed in schedule changes at that time.  Saturday service is not affected.

Service to Canada’s Wonderland ends on Sunday October 27 after which buses on 165 Weston Road North will turn back at Major Mackenzie Drive.  The change will be formally in the schedule as of November 24.

Standby buses and streetcars will be provided across the system to handle demand due to Christmas shopping as needed.

Effective December 22, 2013

Kingston Road construction

Streetcar service on routes 502 Downtowner and 503 Kingston Road will resume to Bingham Loop.  The weekday extension of 22A Coxwell to Bingham will be dropped, and 22 Coxwell will operate as normal between Danforth and Queen.

Additional service on 12 Kingston Road, 64 Main, 69 Warden South, 92 Woodbine South that was provided during construction will be removed.

Lake Shore construction

Streetcar service on 501 Queen, 508 Lake Shore and 301 Queen Night Car will resume to Long Branch Loop.

Warden Avenue construction in York Region

68 Warden will revert, mostly, to the May 2013 schedules as provision for road work by York Region is no longer required.  Saturday late evening headways improved to 16’15” in September 2013, and this change will remain in place.

Christmas and New Year

For the two weeks of the holiday period, summer schedules will operate on weekdays except where these are holidays.  No school trips will be scheduled, but extra service using standby vehicles will be provided on many days.

The late night closing times for the Yonge Subway vary depending on the nature of each day.

Because of New Year celebrations downtown, the 501 Queen car will divert via Church, King and Spadina after 11:00 pm on December 31.  Extra service will be provided on 509 Harbourfront and 510 Spadina.

Service to the Zoo will be extended until 10:00 pm.

2013.12_Holiday_Summary

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TTC Service Changes Effective October 13, 2013 (Updated)

Updated September 24, 2013 at 11:20pm

Information has been added regarding the replacement of streetcars by buses on Lake Shore Blvd. in Etobicoke starting mid October.

Original article:

Several service changes will take effect on October 13, 2013.

Service improvements are almost exclusively in the off-peak period.

2013.10.13_Service_Changes

Night Service Improvements

  • 310 Bathurst service will be improve on Saturday nights / Sunday mornings between 1:00 and 3:00 am, and between 6:00 and 9:00 am.
  • 320 Yonge service will be improved by the elimination of the York Mills short turn.  All trips will operate to Steeles Avenue.  Service on Sunday morning between 1:30 and 3:30 am will be improved.

Construction Diversions

Many construction diversions now in place will continue, and two more will be added.

Continuing to mid-November 2013

  • Construction at Lawrence West Station causing extension of 58 Malton and 59 Maple Leaf routes to Lawrence Station.
  • 510 Spadina streetcars replaced by buses between Queens Quay and King.  Schedules on 504 King will be adjusted to provide additional running time to compensate for congestion at King & Spadina.
  • Track work on Ossington affecting the 63 Ossington route.
  • Water main and platform work on Bathurst requiring buses on 511 Bathurst and changes to mid-day service level on 512 St. Clair.
  • Road construction on Dufferin requiring a northbound diversion of 29 Dufferin from Queen to Dundas.
  • (New) Reconstruction on the Dundas bridge at Sterling Road requiring cutback of streetcar service to Lansdowne on Dundas and Carlton routes with shuttle buses beyond.

Continuing to mid-December 2013

  • Road and track construction on Kingston Road affecting 502/503 streetcar routes, 22A Coxwell, 64 Main and 92 Woodbine South.
  • Road construction on Kingston Road affecting 12 Kingston Road and 69 Warden South routes.
  • York Region bridge and road construction affecting the 68 Warden route.
  • (New) Reconstruction of streetcar platforms on Lake Shore requiring replacement of 501 Queen and 508 Lake Shore services west of Humber Loop with buses.

Updated September 24, 2013:

I asked the TTC why such a long shutdown was required for work on the safety islands on Lake Shore.  Here is their response:

There are 16 platforms needing either lengthening, widening or both, plus shelter installation. In short, a large scope of work. Contractors indicated to us when this was tendered that they’d need more time if they were to bid, so we amended the tender based on that feedback.

Brad Ross

Continuing to end of 2013

  • Yonge subway early shutdown for tunnel liner replacement north of Eglinton.

Continuing to at least the end of 2013

  • Additional buses and running time on many routes for Spadina subway extension project.

Continuing into 2014

  • 509/510 Harbourfront/Spadina services replaced by buses pending completion of track work on Queens Quay and construction at Union Station Loop.
  • 72 Pape diversion for Union Station Second Platform project.
  • Additional buses and running time on many routes for Metrolinx Weston Road bridge project.
  • 83 Jones diversion for utility reconstruction and track work on Leslie Street.

Continuing into 2015

  • Metrolinx LRT construction on Eglinton affecting 32 Eglinton West route.
  • 29/329 Dufferin and 316 Ossington buses turned back due to structural problems with the Dufferin bridge over the rail corridor.
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TTC Service Changes Effective September 1, 2013

The TTC will revert to its fall schedules across the system on the Labour Day weekend.  The schedule period starts on Sunday, September 1, but the first weekday will be Tuesday, September 3.

The summer changes implemented on June 23, 2013, will be reversed and many improvements, primarily in off-peak periods, will start in September with more to follow later in the year.  Because many construction projects are stretching the bus fleet thin, some improvements cannot begin as soon as planned.

2013.09.01 Service Changes

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