Office of the Chief Executive

Season's Greetings!

Earlier this week, I spent time with Customer Service Agents (CSAs) at Danforth over coffee. The conversations were informal, but deeply meaningful. CSAs spoke openly about their pride in serving our customers and the challenges they face on the front lines, including workplace safety, shift structures, and resources during busy or late-night hours. What stood out was the honesty and thoughtfulness with which these issues were raised, along with practical ideas for strengthening customer service, improving work-life balance, and fostering better communication between staff and management.

Their feedback will be instrumental as we work to amplify employee voices, support evidence-based decision-making, and foster collaborative problem-solving across the organization. I am committed to ensuring these conversations lead to meaningful action.

As we approach the end of the year, I want to reflect on our shared achievements. We returned subway service to pre-pandemic levels, demonstrating our commitment to meeting the needs of Toronto’s growing and diverse population. We launched new safety initiatives that have strengthened our operations and will continue to do so into 2026. The successful opening of Line 6 stands as a testament to our ability to collaborate across teams and deliver progress for our city. We’ve also completed the first phase of reorganizing how our teams work together. Now, we’re moving forward with a clear plan that connects our overall corporate goals to practical strategies and the tools needed to make them happen.

I am proud to lead a world-class team dedicated to delivering safe, inclusive, and sustainable transit. Public transit is more than infrastructure; it’s a public good, a climate solution, and a catalyst for opportunity. That’s the future we’re building together at the TTC.

Since joining the TTC as CEO in July, I have been inspired by your openness and commitment. My approach is rooted in empowerment, decisiveness, and collaboration as principles that guide how we serve our customers and each other. Empowerment means creating space for frontline voices to shape decisions and for teams to solve problems where they arise, in a controlled manner. Decisiveness is about making timely, evidence-based choices, especially when it comes to safety. Collaboration drives us, breaking down silos and building partnerships across departments and with our City partners.

We accomplished a lot this year. Next year will be our best yet, because of you. Your ideas, skills, and teamwork will help us deliver safer, simpler, and more reliable service for our customers. Thank you for your dedication and for all you do to move the TTC forward.

I hope you find time to rest and celebrate with those closest to you. If you’re working over the holidays, a sincere thank you, and I look forward to seeing many of you on my travels on Christmas Day. Happy Holidays to all our employees and pensioners. A special thanks to our Stuff-the-Bus volunteers who have collected more than 10,000 unwrapped toys and gifts for organizations across the city.

With gratitude and resolve,

Mandeep S. Lali
​Chief Executive Officer
​December 19, 2025