Office of the Chief Executive

Over the past several months, we have been taking deliberate steps to strengthen the TTC for the long term. As our city grows, expectations of public transit continue to rise. Meeting them requires clarity, accountability, and the ability to consistently deliver safe, reliable service.

This work is reinforced by renewed investment. Recently, the Federal government announced $184 million for the City of Toronto, including funding for the TTC, to support critical state-of-good-repair work and expand our Easier Access Program. This investment will help strengthen infrastructure, improve accessibility across the system, and support a more inclusive transit network for customers.

At the same time, these investments carry clear expectations for stronger performance. Toronto’s continued growth will increase demand for transit, and our success will depend not just on funding, but on how well we work together to execute our plans and deliver results.

Organizational changes announced this week for our Transportation, Vehicles, Infrastructure, and Communications, Marketing and Customer Experience teams will help us operate more effectively as One TTC. These changes are designed to strengthen co-ordination, improve decision-making, and reinforce our shared accountability to customers.

The 2026 FIFA World Cup™ will be a defining moment to demonstrate this unified approach. Managing increased demand during a global event of this scale will test our co-ordination, execution, and customer service, and our performance will shape confidence in the TTC’s ability to deliver at scale.

Meeting this moment will be built upon the commitment and dedication you bring to your work every day. Alongside our core service delivery roles, the Special Event Ambassador program will support customers during periods of heightened demand by helping them navigate the system and feel welcomed on the world stage.

That same commitment to customer care is demonstrated every day across our system.

Earlier this week, I spent time with Wheel-Trans staff at Lakeshore Garage over coffee. I listened as employees spoke openly about the challenges and opportunities they encounter each day. What stood out most was their pride in the service they provide, their commitment to customers, and the way they support one another.

One of the employees I met was Wheel-Trans Operator “Lady” Patricia Gale, pictured above. Patricia is a dedicated professional and a strong advocate for customers. Her care, patience, and pride in her work reflect the impact our employees have on the lives of the people we serve every day.

This sense of shared purpose extends beyond our daily work. This week, the TTC received the City of Toronto’s United Way Outstanding Campaign of the Year award for the third consecutive year. This recognition reflects the generosity and commitment of employees across the organization to making a positive difference in our communities.

I want to extend special recognition to Kathy Wyeth, our United Way Co-Chair, for her leadership and continued dedication, and to every employee who contributed.

This period of unprecedented demand places a shared responsibility on all of us to show what the TTC can deliver. By staying focused and united as One TTC, we will continue strengthening the TTC’s position as one of North America’s leading transit systems.

With gratitude and resolve,

Mandeep S. Lali
​Chief Executive Officer
​March 27, 2026