The Toronto Transit Commission has named a 30-year veteran of the hotel industry to chair its new customer service advisory panel.
Steve O’Brien, general manager of One King West Hotel and Residence, was at the announcement Wednesday, part of a TTC meeting focused on repairing its relationship with riders.
The workers’ union has taken issue with O’Brien’s limited use of the TTC. He lives in Milton and commutes downtown on the GO train.
“Had we been involved in the selection process we would have ensured it was a Torontonian who utilizes the TTC, who has experience with the TTC, who recognizes the issues the customers face and some of the challenges our members face,” said union head Bob Kinnear.
Nonetheless, over the next couple of weeks, O’Brien will work with the TTC to select members of the unpaid panel – including consultants, riders and staff who, among other duties, will work to draft a customer’s charter of rights. They are expected to report on their recommendations at end of June.
The TTC announced its new public relations strategy last month amid a surge in rider discontent over employees caught sleeping on the job and generally poor customer service.
“We hear the call that we need to up the ante over customer service,” TTC Vice Chair and Councillor Joe Mihevc admitted.
Earlier this month the TTC rolled out its online trip planner. The commission is asking for public feedback on its new service. You can check it out here and offer your comments here.
Here’s a look at other customer service improvements you can expect to see this year on the TTC:
- An additional 50 Metropass vending machines will be installed across the system.
- All streetcar stops will have SMS capability by July that will let customers send a text message to the TTC and get an immediate response about when they can expect the next streetcar. Bus stops are expected to offer the same service by 2011.
- Video screens displaying system status information will be installed at station entrances and collector booths.
So far, no money has been budgeted to implement the recommendations. The cash-strapped transit body was hoping for sustainable funds from the province, but Premier Dalton McGuinty said Wednesday the province is working out its own financial troubles.