New Organizational Structure

I am pleased to share with you today a new, modernized organizational structure for the TTC that goes into effect Monday, April 30.

The purpose of this new customer-focused structure is to put customers – the 1.6 million daily fare-paying riders – at the core of what we do. The new structure and Executive (formerly, senior management team) is designed to generate continuous improvement, and to transform both customer and public perceptions of the TTC. Download the TTC Organizational Chart - April 2, 2012.

To succeed, the Executive, starting with me, must be held accountable for performance across the organization. Each new business group, outlined below and in the new organization chart attached, will establish targets to ensure performance is met for continuous improvement. This new structure is designed to modernize the TTC and improve the customer experience.

The new structure is headed by the Chief Executive Officer. The CEO’s office has within it the Head of Audit, as well as the Executive Director of Corporate Communications. The latter, headed by Brad Ross, will sit on the Executive.

There are now four business groups responsible for the day-to-day running of the TTC, each headed by a Chief Officer who, in turn, reports to the CEO. Greater detail is attached in the organization chart, but their core business functions are as follows:

Strategy and Customer Experience Group.  Headed by Chief Customer Officer, Chris Upfold, this group has, at its core, our customers. The group sets standards, develops service and analyzes performance across the network to ensure the customer experience is continuously improving. It identifies customer needs and defines the level and quality of service to be delivered across the network.

Operations and Safety Group.  Headed by Chief Operating Officer, Dave Dixon, this group is responsible for delivering world class transit service on all modes, day in and day out. It operates and maintains the network to stringent safety and customer service standards. While Safety is part of this group, its head, John O’Grady, will continue to sit on the Executive and have a dotted-line reporting relationship to the CEO. As well, Jim Teeple will continue to be a member of the Executive.

Engineering, Construction and Expansion Group. Headed by Chief Capital Officer, Sameh Ghaly, this group develops, improves and expands the network (TYSSE and LRT lines, for example), and has responsibility for the TTC’s capital portfolio.

Corporate Services Group. Headed by Chief Financial and Administration Officer, Vince Rodo, this group oversees all legal and financial compliance, and provides comprehensive systems and logistical support. Additionally, it is tasked with overhauling business systems in an effort to modernize the organization. The group also oversees all human resources, human rights, training and development functions to ensure we have – not just people – but the right people, to deliver quality service.  The Head of Human Resources will also sit on the Executive. Effective April 30, Gemma Piemontese will assume that role.

This new Executive and corporate structure necessitates changing some reporting relationships and, in some cases, job titles. But modernizing the TTC is an absolute necessity if we are to succeed in delivering a transit system that makes Toronto proud.

While many projects are under way to make the TTC a more modern public transit system – subway and LRT expansion, new vehicle delivery, and the Presto farecard, for example – a modern organizational structure is also needed to support these efforts. Modernizing and changing corporate culture will take time; at least five years. This new, permanent structure, I believe, gives the TTC the stability it needs to achieve its mission of providing a reliable, efficient and integrated transit network that draws its high standards of customer care from its rich traditions of safety, service and courtesy.

Over the next month, I will share more information with you to ensure each of us has a clear understanding of why and how these changes will transform, modernize and, ultimately, improve the Toronto Transit Commission, including our inaugural employee podcast, which can be heard on the TTC intranet (internal website).

I sincerely appreciate your professionalism and dedication to public service, and thank you for your patience as we embark on these exciting changes.

Andy Byford
Chief Executive Officer
Toronto Transit Commission