A panel that has been looking at ways to improve customer service on the TTC released its report on Monday.
The Customer Service Advisory Panel, led by Steve O'Brien, made dozens of recommendations on everything from hiring practices and courtesy to keeping the system clean.
The panel suggested integrating subway stations into the community, so that riders feel a sense of ownership of the station; improving direction signs; new and better route and vicinity maps, including pocket-sized maps; and a more centralized system for announcements.
The website also needs a major overhaul. The group suggested providing real-time updates online, better ways to connect with the TTC online, and creating an in-depth "frequently asked questions" section.
Toronto mayor David Miller issued a statement, commenting on the report's findings.
“This report finds that while the TTC is an excellent transit system, staffed by a dedicated and professional workforce, there is room for improvement. I remain confident that the TTC is run at a very high level, but I am pleased that the commission and management will be acting swiftly on the report's recommendations to ensure it gets even better.”
The TTC assembled the 10-member committee in mid-March after riders
flooded the transit body with complaints over poor employee conduct.
Among the grievances, two ticket collectors were photographed sleeping in their booths and a driver was filmed taking an unscheduled coffee break in the middle of his route.
The TTC originally asked the panel to report back by the end of June, but members needed more time because of the volume of the work.
View the report