Office of the Chief Executive

This week, the Senior Management Team gathered to reaffirm the values and standards that shape who we are – both as an organization and as a community serving millions every day. The message I shared with leadership is one that applies to every employee across the TTC.

Our legacy is defined not by the obstacles we face, but by how quickly and effectively we respond to them. Accountability is essential, and everyone must own their outcomes. There is no room for finger-pointing. Problems should be solved once and solved right, without unnecessary delays. Transparency fosters trust and consistently delivering on commitments earns respect.

Leadership is defined by action, not titles. Every interaction is an opportunity to model the trust and teamwork that drive our success. Communication is a core leadership skill. It is more than e-mails or memos; it is about clarity in every conversation. When departments work together, performance improves. When we work together, our impact multiplies.

Toronto is preparing for FIFA 2026, and the world is watching. This is an opportunity to lead with pride, clarity, and purpose. Every subway, bus, streetcar, and Wheel-Trans journey reflects our commitment. Every person we serve relies on us to deliver world-class service every day. Excellence is what happens when no one is watching. The time to define our legacy is now.

My presentation has been shared with all department heads. I encourage every employee to ask to see it. It outlines how each of us can contribute to our shared goals. Whether it’s through clearer communication, faster problem-solving, or stronger collaboration, the path to excellence starts with understanding what’s expected and how we can deliver. This is your opportunity to connect our strategic direction with your daily impact.

As part of our commitment to excellence, we are also embracing new technology to support our teams and improve service. At the same meeting, we discussed how AI will help us move from reacting to problems to anticipating and preventing them. Starting next month, we will pilot AI-powered tools that use data to improve route planning and predict delays, helping us deliver smoother, more reliable service for our customers.

Earlier this week, I attended my first Public Forum on Accessible Transit. The event provided a valuable opportunity to share updates and hear direct feedback from customers about TTC and Wheel-Trans initiatives. The passion and honesty of our customers remind us why accessibility matters and why we must keep improving. Thank you to all panelists and staff whose dedication made this year’s forum a success.

Finally, as the Toronto Blue Jays begin their World Series title chase tonight at Rogers Centre, let’s take a moment to celebrate this exciting moment for our city. Thousands of fans will be relying on the TTC to get to and from the game and watch parties safely and smoothly. Whether you’re behind the wheel, in the control room, or supporting operations behind the scenes, your work helps make these moments possible. Let’s show Toronto what we’re made of. Go Jays Go!

With gratitude and resolve,

Mandeep S. Lali
​Chief Executive Officer
​October 24, 2025