Office of the Chief Executive

Transit builds connections, makes neighbourhoods more accessible, and provides customers with reliable options to get where they need to go. That is exactly what the Scarborough Busway will deliver. On August 20, alongside Mayor Olivia Chow and TTC Chair Jamaal Myers, we provided an update on the upcoming opening of this major investment, which will strengthen transit connections and improve service in Scarborough.

Originally slated to open in 2027, the project has been accelerated and is now on track to begin service at the end of September. The busway will support more than 118,000 customer trips each week and reduce travel times between Kennedy and Scarborough Centre stations by seven minutes, saving over an hour for riders’ weekly commute.

Scarborough is one of Toronto’s fastest-growing regions and needs transit infrastructure that keeps pace with its growth. This investment will connect customers to jobs, education, and opportunities while delivering faster, more reliable travel.

As we improve connectivity for customers in growing communities, we are also focused on keeping people moving across the city during major events. We now have performance data on the Toronto Caribbean Carnival 2026, where we achieved customer satisfaction scores of 85 per cent and 87 per cent on sense of safety on key festival routes. Thank you to everyone involved in delivering on another successful event this summer.

With the Canadian National Exhibition (CNE) opening its gates this weekend, the BTS concerts, and other major events happening across the city, our commitment to safe, customer-focused service will be on full display as hundreds of thousands of people rely on the TTC to get to and from Exhibition Place, Rogers Stadium, and other locations across the city.

Building on lessons learned during FIFA World Cup 2026™ and the Toronto Caribbean Carnival, we will take a co-ordinated approach, using enhanced planning, rapid-response resources, and our Executive Operations Centre to help deliver reliable service during one of Toronto’s busiest summer celebrations.

This is also an opportunity to showcase the very best of the TTC. Whether serving customers on the frontline or supporting operations behind the scenes, we are strongest when we work together as One TTC. I encourage all employees to support one another, act decisively, and continue to demonstrate leadership in everything you do. Providing clear information, assisting customers who may be unfamiliar with the system, and operating safely all contribute to a positive customer experience.

Lessons learned from FIFA also highlight the value of taking new approaches to addressing challenges. This week, I’d like to highlight the success of our teams in implementing innovative approaches to reduce graffiti on our system. The use of covert cameras and creative ways to install them across various facilities have recently deterred at least 12 known graffiti incidents. A special thanks to Investigative Services, Signals/Electrical/Communications, Special Constables Service, and Corporate Security for your work on this.

Great ideas gain value when they're shared. I encourage everyone to celebrate and showcase successes, helping us turn new ideas and individual achievements into organizational excellence.

I would also like to thank employees at Hillcrest for their patience and co-operation as our Safety and Environment group completed recent cooling system work and testing, following a Toronto Public Health investigation into Legionella bacteria within the Hillcrest community.

Following remediation and restorative work, the Inglis Building has tested negative for the bacteria, and air conditioning has been restored. The system at the Subway Operations Building is expected to be back online next week. Preventive maintenance measures are also underway to help reduce the likelihood of similar issues in the future.

Hillcrest remains safe to occupy and work at. The TTC’s Safety and Environment group continues to work closely with Toronto Public Health and our Joint Health and Safety Committees. Your safety is always our top priority, and we will continue to work closely with Toronto Public Health and keep employees informed.

As we continue working to improve our workplace and the service we provide, your feedback remains invaluable. If you have ideas and feedback to help us identify opportunities to improve service, strengthen our operations, and better support customers and colleagues, please continue to reach out to me directly.

Thank you for your continued dedication and professionalism. It is everyday actions that leave the greatest impression on our customers and reflect the pride we take in serving Toronto.

With gratitude and resolve,

Mandeep S. Lali
​Chief Executive Officer
​August 21, 2026