CEO's Report: December Commentary

In 2023, the TTC continued to play an essential role in the lives of our customers, who trust us to help them get around Toronto. Whether it is to get to work, to appointments, or to shop for groceries – our customers continue to rely on us on a daily basis.

This year has been marked by a steady return in ridership. For the week ending November 17, the TTC’s average weekday boardings stand at 80 per cent of pre-COVID levels. Boardings by mode continue to be highest on the bus network at 94 per cent of pre-COVID levels, while streetcar and subway boardings were 67 per cent and 71 per cent, respectively. Wheel-Trans ridership is at 76 per cent of pre-COVID.

This year, the TTC has moved the needle on several fronts. This CEO Commentary captures some of the highlights of 2023 – from improving service to introducing open payment to procuring an energy-efficient fleet – we have accomplished a lot as an organization.

Our successes are attributable to the most important part of the TTC – our employees. They were essential in keeping Toronto moving this year and continue to be the engine that drives us forward to provide excellent service to the city we serve. I want to give a heartfelt thanks to all our employees, and I look forward to working with you all in 2024.

Diversity and Culture Group

Celebrating our diversity
D​iversity, equity and inclusion remain priorities for the TTC. This year, we had several customer-facing campaigns where we wrapped our vehicles to celebrate Toronto’s diversity and also to raise awareness across the city.

We began the year by celebrating the Lunar New Year and sending good wishes to those who celebrated the Year of the Rabbit. In February, we participated in Black History Month with customer and employee campaigns, focusing on this year’s theme of Moving Legacies: Celebrating Black Innovation and Resistance in Ontario.

In June, the TTC recognized both Pride and Indigenous Peoples Month. The theme for this year’s Indigenous Peoples Month campaign was Gathering and Sharing Stories. Led by Indigenous members of the Diversity and Culture Group, stunning artwork by Toronto’s Indigenous artists, many of whom are two-spirited, was showcased on bus and streetcar wraps travelling around the city.

This summer, for the first time, the TTC participated in the Toronto Caribbean Carnival and had a wrapped bus in the Grand Parade. Employees were encouraged to attend and led several events across the Commission to mark the occasion.

Along with the campaigns already mentioned, the TTC celebrated its employees through comprehensive internal communications campaigns recognizing Asian Heritage Month, Caribbean Heritage Month, and Latin American Heritage Month.

The TTC continues to work hard to fulfill its commitments under its 10-Point Action Plan on Diversity and Inclusion, which was launched in December 2020. Together, we will continue to build an inclusive transit system and workplace where everyone feels welcome.

Employee Accessibility and Inclusion Survey: Your Voice Matters
​To support the TTC’s goal of becoming a more accessible and inclusive workplace for all employees, the Diversity Department, in partnership with the Engineering Department, launched the Employee Accessibility and Inclusion Survey: Your Voice Matters last month. This survey will help the TTC understand the diverse accessibility needs of employees, and identify and remove barriers to accessibility in the workplace.

Stay turned for updates on this important work in the new year.

Recognizing the challenges faced by individuals with intellectual disabilities on public transit, the TTC offers support services. At Special Olympics Ontario events, the TTC provided a bus and encouraged athletes as well as their families to board the bus and get comfortable, in turn reducing anxiety.

Information on MagnusMode’s MagnusCards, and step-by-step guides for TTC use were provided. A designated Travel Trainer was present on the bus to address questions, and additional materials included “Please Offer Me a Seat” buttons, Family of Services information, and TTC colouring books.

Congratulations to all those who supported this important work!

Strategy and Customer Experience Group

Free rides on New Year’s Eve
​Our friends at Corby Spirit and Wine will be back to sponsor free TTC rides this New Year’s Eve. The TTC will be free of charge starting at 7 p.m. on December 31 until 8 a.m. on New Year’s Day, January 1. This will be the ninth time Corby has sponsored free travel to encourage revellers to celebrate the holidays responsibly and leave the driving to the TTC.

Open Payment introduced on the TTC
​In August, Open Payment was introduced on the TTC. TTC customers can now use their credit or debit cards to pay fares, including cards on a smartphone or smartwatch. Open Payment increases customer convenience, and it is particularly helpful for those visiting from out of town.

The TTC has been partnering with VISA and AMEX among others to support the use of Open Payment. Both companies have made substantial advertising buys on the TTC. Additionally, Interac has offered free rides to TTC customers who are tapping into the system with their Interac card, and Rogers has offered a similar discount to customers using their bank card.

TTC welcomed new ACAT Chair
​The Advisory Committee on Accessible Transit (ACAT) has been a strong and guiding voice on issues of accessibility, eligibility, and new technology for more than three decades. The TTC welcomed new Chair Anita Dressler at the start of the year. Ms. Dressler has served on numerous boards, tribunals, appeal panels and committees throughout her career, and most recently was ACAT’s Vice-Chair.

She is very passionate about her work and the positive impacts her work has had on improving the lives of seniors and persons with disabilities.

Transportation and Vehicles Group

Line 3 Bus Replacement Plan
​The Line 3 Bus Replacement Plan, with full transit priority measures, including an express corridor between Scarborough Centre and Kennedy stations, got underway on November 19.

The interim express service was replaced by extended bus service between Scarborough Centre and Kennedy on the following routes: 38 Highland Creek/938 Highland Creek Express, 129 McCowan North, 131 Nugget, 133 Neilson, 903 Kennedy-Scarborough Centre Express, 939 Finch Express and 985 Sheppard East Express.

Service changes have helped reduce travel times and improve the quality of trips for customers travelling between those stations as well as to and from Centenary Hospital, Centennial College, University of Toronto Scarborough Campus and Rouge Hill GO.

Wheel-Trans launched its new mobile app in 2023
​This year, Wheel-Trans launched its new mobile app on September 25. Customers can use the app with a smartphone to plan door-to-door and Family of Services (FOS) trips, track vehicle location on a map in real-time, receive service alerts, view trip history, reset passwords, and modify their communication preferences. The app is available for iOS and Android users and supports most functions on the Wheel-Trans Self-booking website. The app is another important tool that offers riders spontaneity and autonomy in trip planning.

My thanks to Wheel-Trans staff who have been working diligently to re-register customers who had registered for the specialized service prior to January 2017. More than 5,000 riders and counting have been re-registered in 2023 alone.

This app is just one example of how we are continuing to look at improving our customer experience.

Newest accessible streetcar enters service on 504 King route
​We were thrilled last month to launch our newest accessible streetcar into service.

Federal, Provincial and City officials joined us for Car #4604’s first official run on the 504 route on November 17. The TTC has two new vehicles on property, and over the next couple of years, we will receive 60 streetcars, bringing the total fleet size to 264. We are grateful for the continued support from all levels of government as we plan for the future growth and ridership in our great city.

My thanks to following public officials for joining us for the milestone event: The Honourable Deputy Prime Minister Chrystia Freeland, Minister of Transportation Prabmeet Sarkaria, Associate Minister of Transportation Vijay Thanigasalam, MPP Hardeep Singh Grewal, Mayor Olivia Chow and TTC Chair Jamaal Myers.

Operations and Infrastructure Group

Improved 5G access on the TTC
​Rogers expanded the rollout of their modern 5G network in November. This means 5G wireless service is now available at all subway stations and the tunnels on Line 1 from Sheppard West to Vaughan Metropolitan Centre for Rogers customers.

It also means more reliable 9-1-1 access for all cellphone users in those areas. I understand that they have been working with Bell and Telus to ensure all carriers are on board as soon as possible.

The TTC and Rogers are working to develop a schedule for installing infrastructure on the remaining tunnelled areas of the TTC subway to meet the Federal government’s 2026 deadline for completion of a network for all customers regardless of carrier. We will continue to keep you updated on this file.

Goodbye, SRT!
​In September, we officially said goodbye to the Scarborough RT. The TTC held an open house for customers and employees at Scarborough Centre Station to wish a fond farewell to Line 3. Thousands attended to celebrate nearly 40 years of RT rail service in Scarborough.

In August, the TTC confirmed that train service, originally scheduled to end in November, would not restart following the July 24 derailment. Over the years, TTC operations and maintenance crews performed exceptional work to keep the line running well beyond its design life.

The SRT has been a huge part of Scarborough, and we were thrilled that many of our employees and the public could join us to share their memories of the SRT and to say goodbye one last time.

Engineering, Construction and Expansion Group

Bloor Yonge Capacity Improvement Project continues to move forward
​This spring, the TTC officially opened its Bloor-Yonge Capacity Improvements Project community office at 25 Hayden St. The community office is critical in providing a place for members of the community to meet with TTC project staff, ask questions, and address concerns related to the upcoming expansion and rehabilitation of the TTC’s Bloor-Yonge subway station.

In December 2022, the federal, provincial, and municipal governments announced joint funding of up to $1.5 billion for the expansion and rehabilitation of Bloor-Yonge Station.

The funding will allow the TTC to improve efficiency and capacity and reduce overcrowding during rush hours in the existing interchange station. Work will include the construction of a second platform on Line 2 for eastbound service, an expansion of the Line 1 northbound and southbound platforms, new elevators, escalators, and stairs, and the construction of a new accessible entrance and exit on Bloor Street East.

Stay tuned for more updates in the coming year.

Innovation and Sustainability Group

Birchmount pantograph proof-of-concept
​In April, we launched our first 10 eBus pantograph charging systems with a cutting-edge, compact, centralized rectification system at Birchmount Garage. While overhead pantograph charging systems are not novel to the transit industry, it is a first for the TTC.

Our garage facilities vary in size, capacity, structure, layout and operations, and as such, it is important to explore different types of charging systems and configurations to determine the best charging technology for us. The centralized rectification system reduces the area required for chargers by half compared to our current decentralized installation, leaving more space at our garages for the buses.

This installation provides us with an opportunity for a thorough testing of these future-proofing technologies before scaling-up for full-fleet electrification.

This now fully operational proof-of-concept allows for eBus operation out of Birchmount. Ten of 25 buses at Arrow Road were moved to Birchmount to support this installation. As a result, for the first time, customers in the Downtown East, East York and Eastern Scarborough, including 14 Neighbourhood Improvement Areas, began to see the benefits of nearly 100-per-cent emissions-free bus operations.

More hybrid-electric buses enter fleet
​Earlier this year, the TTC began receiving the first of 336 additional hybrid-electric buses as part of the transition to a completely zero-emissions fleet. These comfortable, reliable, and eco-friendly buses began entering revenue service in May and will continue to arrive through to early next year. With this procurement, a third of the TTC’s bus fleet will be made up of low- or zero-emissions buses by mid-2024. This is the final hybrid-electric bus procurement before the TTC transitions to eBus-only purchases.

Safety and Environment Group

Transit Worker Assault Awareness Day
​Transit Worker Assault Awareness Day will be recognized on Sunday, December 17. This day of recognition brings attention to the abuse and assault that transit workers, including our very own employees, face on a daily basis while performing their duties.

This year, the TTC introduced a new Trauma Assist Program to support employees exposed to traumatic incidents in their workplace, such as a traumatic injury, violent act, or death. Offered through the TTC’s Employee and Family Assistance Program, this program provides specialized care to treat individuals, manage symptoms, and build resiliency through a flexible program that adapts to the needs of each individual. This program helps individuals quickly access and receive assistance and counselling from specialized clinicians.

It cannot be stressed enough that the TTC takes all instances of physical abuse, harassment, and threats seriously. The safety and security of TTC employees, as well as our customers, is our top priority. The TTC is continuously looking at solutions to support our workers and customers better.

The TTC continues its multidisciplinary approach and collaboration with the City of Toronto, other orders of government, external agencies, and Union partners to ensure the safety and well-being of employees, customers, and members of the public. We collaborate with the City through the Interdivisional Table, engage with the Amalgamated Transit Union Local 113 through the Joint Labour Management Committee as well as participate in CUTA’s Safety and Security Task Force.

As always, I want to extend a special thanks to everyone working through the holidays to ensure our customers get where they need to go safely and quickly. Wishing everyone a happy Holiday Season and New Year!

The next scheduled TTC Board meeting will be on Thursday, December 7. The public meeting will be live-streamed on the Official TTC YouTube Channel.

Richard J. Leary
​Chief Executive Officer
​December 2023