October 29, 2011

A PROPERLY-FUNCTIONING TORONTO TRANSIT SYSTEM (TTC)

Posted in Uncategorized tagged at 3:56 PM by Mark State

A PROPERLY-FUNCTIONING TORONTO TRANSIT SYSTEM (TTC)

What is a “properly-functioning” TTC?

Because the TTC is a public transit system, it exists to service its ridership. So, put simply, the proper function of the TTC is found in the minds of its users. It’s pretty safe to guess that its users wish to ride in safety and comfort and to utilize a system that operates efficiently for their particular needs.

Does the TTC live up to this description?

Before responding to this question fairly, it’s necessary to point out that the TTC operates as a business rather than a service organization, and thus its proper function is to mind the “bottom line”. That means that as a business, its fiduciary responsibility is to its backers, the province and the city.

But the public knows the city purchased the service in order to provide a public transit service. Hence, the service is in continual upheaval because the public has a strident voice about its service concerns regarding the provision of ridership needs; and thus the TTC finds itself having to serve two masters: on one hand, the public, and on the other, the bottom line.

Each of the masters has a different set of priorities. By trying its best to serve both, its choice of direction as to which of the two paths to emphasize has always favoured the business approach within which the service approach is contained by attempting, using frequent ridership counts, to modify the service as well as possible to care for the public’s needs within the context of budgetary concerns.

Toronto city council and the Ontario government share a penchant for very large expenditures directed to what are termed “improvements” in the physical holdings of the service (new vehicles, especially lots of new streetcars, and new ‘Right-Of-Way streetcar track construction up the centers of busy streets).

The desire to create these improvements stands in stark contrast to the Transit Commission’s completely contrasting method of curtailing the resultant mounting expenses by cutting back on supplied transit routes. The result is –most unfortunately– a TTC that is in a complete muddle both on its service side and its financial side.

What are the bases of the current problems with TTC operation?

My response to this question is subjective. I utilize the TTC to get around, speak with fellow riders and operation personnel, and have some rudimentary knowledge of transit systems arrived at through the study of various other systems in the world while preparing my first “Feedback To Mark” article.

Firstly, the chief priority of the TTC ‘s management team is financial. It would seem to be a solid base from which to operate a transit system. It notes the ridership and adjusts to be frugal while remaining functional. Unfortunately, the genuine ridership does not consist solely of persons who are statistically majority users, so when the system is pared down to match the statistical ridership, the other ridership, whom I will term “common ridership” –and who consist of the same users who at times ride in random times and places– is, due to limits on the budget caused by ‘improvement’ expenses, not well-served.

Thus, persons on a not-very-well-used route, but who need the TTC to get around, may have to wait uncomfortably in inclement weather without a proper shelter for half an hour or longer before their vehicle shows up; or people who work the late shift may be required to walk a long distance to get home because the service in their area has stopped for the night. Meanwhile it continues elsewhere along some main streets in a loose grid in order to maintain the TTC’s mandate to serve where its largest potential ridership exists.

Lack of readily available service for the common ridership (some of whom have no TTC in their neighbourhoods at all) causes a genuine hardship and results in dissatisfaction with the service on the part of the ridership.  But also of note, it causes the general public to rely less on its transit system, resulting in a per-capita loss of ridership and therefore business income.

In a strange coincidence, the TTC has noted its lack of ridership, because the loss of business income means less money to spend on equipment improvements that both it and its supporting governments desire to purchase.  In a rather strange response, the TTC has ordered a large number of new streetcars and designed a new system of streetcar tracks intended to block and slow rush hour traffic so that people who normally take a car to get around the city will be more inclined, due to the resulting traffic jams to use the TTC.

However, Statistics Canada tells us that most car users have decided to use cars rather than public transit because cars are more convenient, even though they are more expensive to use. So the idea that car users will take the TTC when their progress is hindered by new streetcar routes is based on an unfounded hope by the TTC that this will be the outcome of the new building.

The new building, meanwhile, costs a great deal of money, and in order to help pay for it, city council has decided to cut back on the number of vehicles and routes from those currently supplied. The lessened number of vehicles means a more crowded ridership and not a very happy one, leading to a slower increase in ridership than might have been obtained without investing in traffic-blocking warfare against a perceived opposition. Therefore it’s completely safe to conclude that the TTC’s emphasis on the bottom line does a disservice to its ridership, and moreover to observe that, given the number of conflicting issues it faces, TTC management is pursuing an incompetent course of operating the system. Are there any solutions to these difficulties? Yes there are. First, while designing the system, it would be helpful to take one’s eyes off the bottom line, and design a system that serves everybody extremely well. Then, fit that service to the bottom line by instituting such things as electric mini-buses for local and little-used areas, call services for bus arrival times such as now exist for streetcars, ‘night call’ services for riders on little-used routes, telephone access to information about vehicle holdups, and viewing alternatives such as all-electric buses instead of streetcars. Service could be designed for the city such that nobody anywhere in the city would have to walk more than two blocks to catch a TTC vehicle, or wait more than ten minutes for one. Eliminating the streetcar routes would make for a cheaper system (maintenance, new vehicles, track replacement, narrowing streets to provide curbside access while preventing room for other vehicles to pass, vehicular stoppage behind stopped streetcars with open doors, etc. etc.), a more efficient one (buses can go around hold-ups, streetcars can’t and have to line up), and a safer one (buses drop passengers at the curb). The idea that late-night vehicles meet up at main intersections could be revisited. Eventually, automobiles could be replaced by PERT vehicles of either in- or tracked styles, so a future-looking TTC might consider investigating that technology for potential future implementation. I might be remiss in not bringing up the complaints that the ridership voiced recently with regard to the service being provided by the operators. Perhaps one can’t blame the operators whose livelihood has been changed by the TTC having being declared an essential public service so they are not permitted to strike, while at the same time the city council is withdrawing service on a great many routes because council is not bound by the ruling that the TTC is an essential service in quite the same way as the operators are. Or perhaps they can’t be blamed because the lackadaisical maintenance of the various TTC properties and the garbage littering and vandalism that occurs on the vehicles (some of which could be labelled as rebellion to the operators’ attitudes or driving skills) leaves them working in a dirty, tattered, unappreciated, and unattractive setting. But the TTC operators union suffers from the same misconception that its boss, the TTC management, suffers from. They don’t realize that their main concern is the well-being of their customers. There are solutions to this problem as well. First, the special TTC constabulary needs to be more vigilant about smoking and vandalism in order to completely eradicate both on any TTC property. This could be accomplished by more and better on-site video surveillance and rapid response times, aided by the police department. Second is a solution I proposed in a flyer distributed at some of the TTC ridership protest meetings hosted by the transit union and its president Bob Kinnear. A copy of the flyer follows, and it’s my last word in this blog. Thanks for reading. So…Amalgamated Transit [who called a series of Ridership Town Hall meetings in order to hear the Ridership's voiced concerns --and this flyer was designed for their attendees] “wants to know our concerns”, do they? They want to find out why we’re fed up with their service, they say…Well, they’ve got a whole lot more coming than they suspect. But you can legitimately suspect that they have no intention of changing anything, because “listening to your concerns” is just an old-timey political trick to make public concerns lose energy and go away; and if that’s the hand that Kinnear is playing today, or if as an attendee you can’t voice potential solutions to the problem with somebody really listening, you’re being deceived. A CHANGE is what’s needed…… because when the unions, executive, and management of the TTC have traditionally been more interested in the financial “bottom line” (or in the case of a couple of the past elected officials posted as Commissioners being more interested in their “vision of how things should be”) than the needs and benefits of the service to its ridership, the net result can only be poor service as noted by us, its customers. Nobody’s watching the store to see that the customers’ best interests are being served. That would just be good business practice… it’s not rocket science. Examples of this abound: TTC Right-Of-Ways that hurt our economy by impeding both traffic flow and customer parking causing businesses to lose income and close down, yet continue to be built after the lessons learned on the Spadina line; a Customer Information Line open only between 8 am and 6 pm and closed on statutory holidays so that not only locals but also tourists can’t be properly served by it [note: this service has been slightly improve by adding a weekend service since this flyer was written]; inhumanly crowded rush hour vehicles; one or two buses serving some entire routes with no night-time service; subway stations that are dirty and falling apart and do not, in the main, service disabled passengers; operator rudeness and jerky driving; long waits for buses in bad weather; streetcars not having their routes instantly served by buses when the track is impeded…often causing VERY long waits by users who have no idea of why the streetcar isn’t coming because the Customer Service Line hasn’t been informed either… until some energetic person on foot happens by after walking the length of the closed-down line, and passes the word along to accumulating crowds that will pack the first several cars through the holdup; charging drivers to park their cars in subway station lots when they take transit. A really major example of this myopic view of running a transit system is the publicly announced proposal of LRT lines run down the center of rush hour routes so as to deliberately impede automobile traffic and thus hopefully force an increase in ridership on public transit –rather than finding a way for all forms of traffic to coexist in an equitable manner and designing a system capable of serving the city constructively. The strong public reaction you witness here (i.e. at the Ridership Protest meetings) is indicative of a severe lack of business acumen and just plain irresponsibility on the part of those running the TTC on our behalf; and the rank and file are just following suit by imitating their executive leadership –BOTH Union AND Management– with poor public relations, poor driving, poor scheduling, maintenance, and poor on-the-job care and concern. The current city management of the TTC, and that of the Toronto ATU locals’ executive has set the pattern, and all members of both have fallen into line. Mr. Kinnear, rethink your responsibilities. Your union is a separate entity under contract to service the TTC. The ATU is not an employee of the city, not entitled to keep its membership working except through a renewed contract agreement with the city. We, the citizenry, keep you employed to serve us because you are a ready source of expertise that would take a great deal of trouble to replace. But non-replacement is never an automatic guarantee for a contractor. There has been talk of privatization of the transit service, and quite clearly the manner in which the union operates the city’s transit vehicles and maintains its properties has led to a significant level of discontent. Nobody automatically loves any of your membership just because he or she puts on a uniform. The ones we love have shown love to us first. As union members, your confreres have lost sight of the fact that they are in business to stay in business. To stay in business, one builds a patronage of satisfied, returning customers; not the captives your union and its equivalent management at City Hall has apparently made us out to be. Yes, it’s also true that half of the responsibility for the equation leading to civic dissatisfaction rests squarely on TTC upper management. They, too, must be corrected; and no union protects their jobs. I propose three solutions that are intended to turn this series of difficulties into a WIN for the TTC’s ridership, the City, and the Union. If we’re voting for certain things at these meetings, perhaps we could vote on their implementation. 1. An ELECTED OFFICIAL, fiercely on the side of the public’s interests rather than either its bottom line and/or self-aggrandizing political interests, immediately placed in charge of the TTC, and given teeth to conduct performance reviews, hire and fire, and make changes as needed to upgrade the level of service. 2. Hire a new overall TTC Executive Manager with a proven track record of making a transit service into a real people-server rather than treating it as a theoretically constructed people mover. 3. The TTC’s contracted ATU Locals will legally establish and enforce the following credo appropriately.

TTC AMALGAMATED TRANSIT UNION MEMBERS’ CREDO

  • THE TTC RIDER is the most important person in our Toronto union local’s business.
  • THE TTC RIDER is the central part around which our entire transit service revolves.
  • We are dependent upon our ridership as well as their financial and political good will for our livelihoods.
  • In return, our ridership is dependent upon our providing a reliable, convenient, friendly, skilled, efficient, and safe transit service for them.

As an ATU member, aware of my responsibilities in our customer/service relationship, I support it by treating all our customers with gentle respect, appreciation, helpfulness, and dignity.


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Revisions

Old New Date Created Author Actions
29 October, 2011 @ 16:30 [Current Revision] Mark State
5 November, 2011 @ 6:08 [Autosave] Mark State Restore
29 October, 2011 @ 16:04 Mark State Restore
29 October, 2011 @ 16:03 Mark State Restore
29 October, 2011 @ 16:00 Mark State Restore
29 October, 2011 @ 15:56 Mark State Restore
29 October, 2011 @ 15:55 Mark State Restore
29 October, 2011 @ 15:48 Mark State Restore

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