Office of the Chief Executive

Building a world-class transit system requires excellence across our organization. One of the most visible ways customers experience that excellence is through the service we deliver every day.

Our commitment to service excellence was recognized this week when TTC and City of Toronto received the 2026 Smart Transit Mobility Award for measurable improvements in transit speed, reliability, and customer service. The award recognizes the TTC and City’s successful collaboration to improve performance on Lines 5 and 6.

The award committee commended the TTC not only for the measurable reduction in travel times, but also the collaborative, data-driven approach that brought together transit operations and traffic management teams to improve customer experience and service reliability. The initiative has become a model for other cities seeking to maximize the performance of new LRT systems.

I would like to thank Transportation Planning and Engineering, Light Rail Transportation Operations, and all TTC staff who contributed to improving service on these lines and working collaboratively with our partners.

With students returning to schools, colleges, and universities, and the Toronto International Film Festival (TIFF) increasing travel demand across the city, we have enhanced service and support to help customers travel safely and efficiently.

For students, that means access to education. For residents and visitors attending TIFF, it means experiencing one of the city’s premier cultural events. In every case, our work supports economic growth and helps people access the moments that matter most.

Making those connections possible starts with reliable infrastructure.

Last weekend, TTC teams completed critical structural maintenance, asbestos abatement, and leak remediation projects across the network. While much of this work happens behind the scenes, its impact is reflected in every reliable trip, on-time departure, and disruption avoided.

Thank you to the crews who completed this important work and continue strengthening our system’s resilience for the future.

Strong infrastructure is especially important as we support major events locally and on the global stage. Our FIFA World Cup™ planning demonstrated the value of strategic investments, visible customer support, and strong co-ordination in delivering an exceptional customer experience. It also reinforced an important reality: successful major events require planning, partnerships, and organizational readiness long before customers arrive at our stations and stops.

As TIFF gets underway, I encourage employees to sign up as ambassadors and help make a meaningful difference for Torontonians and visitors alike.

Ultimately, the goal is not only to deliver successful events, but also to build a stronger, more resilient organization that is always ready to serve Toronto. Your feedback helps shape that future. I welcome your ideas and perspectives.

I’d also like to thank everyone who took the time to nominate a colleague for the One TTC Awards. Recognition is a powerful way to celebrate the contributions of our staff, share successes across the organization, and reinforce the culture of continuous improvement that drives excellence in our work.

Our strength as One TTC extends beyond moving people; it includes working together to make Toronto a better place to live, work, and visit. Next week, we will kick off another year of the City’s annual United Way Greater Toronto campaign. I look forward to seeing employees from across the TTC come together once again in the spirit of giving and community.

Through our service, infrastructure, and community partnerships, we connect people to opportunity and improve the lives of those we serve.

Thank you for your dedication, professionalism, and drive to make a positive difference, both within and beyond our transit system.

With gratitude and resolve,

Mandeep S. Lali
​Chief Executive Officer
​September 11, 2026