Changing directions Rethinking working and commuting in the GTA This page has been intentionally left blank. Table of contents
Rush hour 03 Commuting by the numbers 06 All aboard 10 Rearview mirror 23 This page has been intentionally left blank. Changing directions | Rush hour
he can’t help but appreciate how fast and efficient his commute is. This thought is cut short when, suddenly, a car quickly clips into his bike lane, stopping abruptly to let a passenger out on the sidewalk. Peter slams his brakes, narrowly avoiding the bumper of the car. “On second thought,” he thinks, “my commute could be improved.”
In the city’s West end, Lin‑He is battling an entirely different set of stresses. Between getting her twin toddlers dressed, fed, into their car seats, aligning with her husband on a daycare pickup time, and fielding an unexpected phone call from work, Lin‑He is exhausted—and she hasn’t left the house yet! As she begins to pull out of her driveway, she mentally flips through her schedule for the day—daycare, client meeting, office, gym, daycare, swimming lessons, home. She heads out of her Etobicoke neighborhood and stops at an intersection beside the Mimico GO Station. Rush hour While waiting for the light to turn, she watches a string of orderly passengers It’s 4:45 a.m. and Kat’s alarm is ringing. boarding the train. “That looks more To make the bus that will bring her to the relaxing,” she thinks. Markham GO Station for her 6:15 a.m. train, she will need to leave her house within the Only a few streets away, Carol is sitting half hour. Although Kat enjoys the comfort in gridlock. Unlike most commuters, of the GO Train, she dislikes the long, Carol is unfazed by this—she is too busy arduous commute to the station. As she discussing important work matters with begins her walk to the bus stop to catch the her colleagues on the phone. “The sales York Regional Transit bus, she can’t help meeting went very well,” she says into but think, “I wish I was still in bed.” her Bluetooth. Responses trickle in over the line. “I’m heading over to the client Meanwhile, closer to the City of Toronto, breakfast now—I’ll update the team on Robert is still sleeping. Despite how short progress this afternoon,” Carol says, finally his single‑line subway commute is, delays reaching her exit. are unavoidable. Robert has learned this the hard way. Although he doesn’t need Scenarios like these play out every day in to be at work until 8:30 a.m., he rushes the Greater Toronto Area (GTA)—throngs out the door a full hour earlier to mitigate of citizens navigating busy roads, clogged against the risk of delays. subway stations, and unsafe streets, all for one common purpose: to get to their place Robert’s colleague, Peter, lives in a central of work. The commuter stories above are downtown condo near the financial district. a distillation of the range of experiences On most days, it takes Peter no more than that millions of GTA commuters have, as 15 minutes to get to the office—some days, they make their way in and out of the office even less. As Peter glides down a bike lane towers, warehouses, restaurants, and past an unmoving mass of cars, the din of retailers that comprise the hub of Ontario’s their horns echoing through the streets, largest economy.
3 Changing directions | Rush hour
Commuting is about more This strategy was successful at managing than infrastructure capacity and satisfying growth in the 1960s. Today, however, it is misaligned, failing to Over the past 50 years, Toronto’s economy address the diverse needs of citizens. has grown exponentially, reaching a post‑industrial state in an extraordinarily However, with the onset of dramatic and short time frame. While cities like New exponential technological disruption, York and Chicago established industrial we have the opportunity to re‑frame economies by the turn of the last century, the problem and consider alternative Toronto only began its transition to solutions. The pace and volume of change industrialization in the 1960s.1 In a will only accelerate over time, creating remarkably brief period, the GTA has even more diversity in the ways people live become the third largest industrial and work in the GTA. The confluence of complex and fifth largest office market in technological advancements, globalization, North America.2 and shifting demographic patterns is creating a new world of work that is more The pace and magnitude of the GTA’s social, more flexible, more technological, growth has dramatically shifted the physical and less hierarchical.9 Although it may structure of the region—condominium feel imperceptible from year to year, towers now dominate the skyline, over the past decade, a fundamental suburban communities have sprawled shift has occurred in how we define and without impediment, and office buildings access work. are scattered beyond the downtown core. Once a relatively simple region to There is now a significant portion of the navigate, the GTA has transformed into workforce that does not have a traditional a wide‑reaching, diverse landscape of office—they work from home, at client commercial and residential developments.3 locations, while travelling, and even in coffee shops.10 Today and in the future, In the 1960s, GTA residents lived and employees will no longer be bound worked in a relatively uniform manner— together by place. Instead, with the advent commercial activity was concentrated to of mobile technologies and flexible working the urban core and citizens lived in close programs, people can connect from proximity to their place of work, in part, anywhere around the globe.11 In fact, the because lifelong job tenure was the norm.4 number of people working on international Today, commercial activity has spread assignments has increased 25 percent over throughout the GTA, with 54 percent of the past decade, and further growth of 50 offices located beyond the reach of rapid percent is expected by 2020.12 transit.5 Average job tenure has decreased dramatically, with 51 percent of Canadians The future of work cannot be defined by staying in their jobs for less than two programs or policies. From compressed years.6 Further, the price of housing in work weeks to job sharing, from the GTA has skyrocketed.7 Despite a telecommuting to adjustable schedules, strong preference for living in walkable, which specific ‘future‑oriented’ work transit‑friendly neighborhoods, 80 percent strategies are most effective at increasing of GTA homebuyers select their place of employee engagement, retention, and residence solely on the basis of cost.8 productivity remains unproven.13 Instead, the future of work can be characterized Despite these fundamental shifts to by one core theme—tailoring. The new the structure of the region, the primary world of work will require businesses to conversation about transportation in the abandon the traditional, one‑size‑fits‑all GTA has remained the same—build and working model in favor of flexible maintain transportation infrastructure. operations that can be tailored to address
4 Changing directions | Rush hour
the diverse needs of individuals.14 Workers operating expenses, and reduced industry will be more individually empowered, revenues; and $3.3 billion in social seeking roles that facilitate mobility and impacts, including increased commuting flexibility.15 Deloitte’s proprietary research costs, accidents, emissions, and delays.19 shows that this sentiment is already Every day, media outlets, businesses, being felt in Canada, with 80 percent of and politicians alike weigh in on how to the workforce saying they would change improve the GTA’s commuting experience. jobs in order to have a role that enables This conversation is guided by familiar greater flexibility.16 Despite this desire, 90 questions: What should we build? Where percent of the workforce still prefers to should we build? How much should we work in an office environment—preferably spend? Where should we obtain funding? ones that are equipped with a variety of different workspaces.17 The problem is, these questions are rather one‑dimensional. Instead of looking Currently, our transportation systems are for a single solution, we must broaden built to accommodate commuter flows our lens to consider the most critical that align with standard working models— component of the commuting ecosystem: increased public transit capacity during 9 a.m. and 5 p.m. rush hours, increased The commuters. infrastructure in the financial core of the city, etc. While we do not know the specific implications that the future of work will Very few are talking about commuters or have on our transportation systems, we the very broad set of decisions they make do know that it will increase the diversity of each and every time they set out on onto needs in the commuting ecosystem. a road, platform, or sidewalk. What mode will allow me to be productive during my Over the next thirty years, the GTA is commute? Is it my turn to pick up the kids expected to create one million new jobs— from daycare today? Is it worth paying roles that will undoubtedly be different the exorbitant price of parking in the in nature than those today.18 The ways in downtown core? Does my work require which people live and work in the GTA is that I have a vehicle? Should I move closer only going to become more diverse. Our to my office? commuting solutions must continue to evolve to match this diversity, to ensure The responses to these questions are that the GTA remains an innovative, vibrant, vast and varied. By looking just at a small and rewarding place to live and work. group of five—Kat, Robert, Peter, Lin‑He, and Carol—we can see great diversity in the commute experience. This diversity is not being addressed by a transportation Commuting needs to be system that focuses primarily on about people one‑size‑fits‑all, large scale, multi‑year capital projects. Commuting is one of the most widely discussed and debated topics across The public discourse on commuting in the province of Ontario—and rightfully the GTA has been incredibly limiting. To so, considering the material impact drive toward better commuting solutions, that suboptimal commuting has on the discourse must be shifted to focus on the economy. Metrolinx estimates that understanding and fulfilling the diverse inefficiency in the GTA’s transportation needs of commuters. systems costs the region $6 billion every year—$2.7 billion in economic impacts, It’s time to change the conversation. including reduced employment, increased
5 Changing directions | Commuting by the numbers
Commuting by the numbers
If we want to uncover the diverse needs of Examining departure points of Statistics GTA commuters, we must first understand Canada commuter data disproves this the current state of commuting in the long‑held hypothesis, instead showing that region—the lived behaviors of citizens. 65 percent of GTA workers are commuting What mode do people use to get to work? from within Toronto’s city limits. Where are they coming from? Where are they headed? How long does it take? Even more remarkably, almost half of the How much does it cost? Developing a commuters that drive are traveling less fundamental knowledge of the GTA’s than 10 km each day—roughly the distance commuting landscape will lead to a between Union Station and Yonge and better understanding of the underlying Lawrence. To be traveling such a short preferences that inform commuter distance within the city limits suggests that behavior. Why do people select the mode the majority of drivers have a public transit that they do? Why do they prefer one mode option available to them but prefer to drive. over another? We found that distance plays a limited If we’re going to shift the conversation to role in determining a commuter’s mode place a greater emphasis on commuters, of transportation in the GTA. Unless a we must first understand them. commuter is traveling less than 5 km, in which the proportion of cyclists increases significantly, commuters are almost equally likely to choose driving over public transit at On the road any distance (Figure 1).
The commuting discourse focuses primarily So if distance is not the core variable on drivers, who make up 65 percent underlying the large proportion of drivers of all commuters in the GTA. What the in the GTA’s commuting equation, what is? narrative fails to tell us is why. Fortunately, Cost? Time‑efficiency? an examination of Statistics Canada commuting data for the GTA reveals some Unsurprisingly, the cost of driving clear patterns. significantly outweighs the cost of all other options—TTC, GO Transit, cycling, GTA commuting rhetoric often assumes walking, ridesharing—regardless of where that suburban dwellers comprise the a commuter is coming from (Figure 2). In all majority of drivers in Toronto, and that possible cases, driving is at least two times these commuters are the primary reason as expensive as taking the GO Train.20 For roads are overburdened. Citizens from instance, a commuter driving from Vaughan Markham, Richmond Hill, Pickering, to Toronto will pay $680 per month in fuel, Mississauga, and the like, filling the arteries insurance, and maintenance fees, while a of our transportation system, all en GO Train commuter travelling the same route to their jobs in the downtown core. distance will pay only $230.
6 Changing directions | Commuting by the numbers
Figure 1. Percent of commuters taking different modes of transportation by distance bracket. Source: StatsCan, 2011
Vehicle (driver) 72.5% Vehicle (passenger) 4.3% Public transit 22.1% Active transportation 0.5%
Vehicle (driver) 67.9% Vehicle (passenger) 4.6% Public transit 26.1% Active transportation 1%
Vehicle (driver) 49.9% Vehicle (passenger) 6.5% Public transit 23% Active transportation 18.4%
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Vehicle (driver) 63.3% Vehicle (passenger) 5.8% Public transit 28.6% Active transportation 1.8%
Vehicle (driver) 72.5% Vehicle (passenger) 4.3% Public transit 22.2% Active transportation 0.6%
Vehicle (driver) 72.7% Vehicle (passenger) 4.1% Public transit 20.4% Active transportation 1.9%
7 Changing directions | Commuting by the numbers
Figure 2. Cost of commuting by place of residence. Source: StatsCan, 2011
Richmond Hill GO Train 227 $/mth GO Train+TTC 343 $/mth Driving 662 $/mth Brampton 269 $/mthGO Train 269 $/mthGO Markham GO Train+TTC 385 $/mth GO Train 265 $/mth Driving 710 $/mth GO Train+TTC 381 $/mth Driving 590 $/mth Vaughan GO Train 230 $/mth GO Train+TTC 346 $/mth Ajax Driving 680 $/mth GO Train 288 $/mth GO Train+TTC 404 $/mth Driving 748 $/mth
Whitby GO Train 322 $/mth GO Train+TTC 438 $/mth Driving 816 $/mth Toronto GO Train+TTC 142 $/mth Driving 403 $/mth Mississauga GO Train 251 $/mth GO Train+TTC 367 $/mth Pickering Driving 561 $/mth GO Train 265 $/mth GO Train+TTC 381 $/mth Driving 681 $/mth Oakville GO Train 274 $/mth GO Train+TTC 390 $/mth Driving 651 $/mth
8 Changing directions | Commuting by the numbers
GTA commuters are therefore not driving In this study, when duration was held because it is cost‑effective; rather, they are constant, the level of satisfaction (or electing to drive in spite of the expense. So dissatisfaction) was consistent across why are they driving? all transportation modes, implying that time is the ultimate deciding factor in a Although the public discourse on commuters’ choice of transportation. commuting centers on drivers who endure When it is financially feasible, people will very long commutes (1 hr+), the data shows make transportation decisions on the that commuters who take public transit basis of time and time‑related factors suffer through the longest commutes in (e.g., flexibility in schedule). the GTA. Commuters are choosing to drive because it is the fastest option available, The truth of the GTA’s commuting story with public transit users experiencing a has been lost in the tangle of commuting 15‑minute‑longer commute than drivers, rhetoric. As we unweave the data, the on average. picture becomes clear: the majority of people drive, regardless of the distance, Regardless of the distance travelled, public and almost entirely because driving is transit takes longer per kilometer. the fastest option. GTA commuters so value convenience, flexibility, and above Time is the vital currency for GTA all, their time, that they’re willing to pay commuters, who will readily exchange significantly for it. what’s in their pocketbooks for the chance to recapture a few minutes, or perhaps The data, however, is only the beginning hours, of their day. The GTA is not alone in of the road. Commuting is a process this. Many studies that have examined the fundamentally rooted in personal relationship between commute duration experience. Every commuter is an and commute satisfaction have yielded the expert in commuting; someone who can same results.21 lend valuable, actionable insight to the discourse. To further explain what we see A study by Statistics Canada confirmed in the data, and to drive toward better the sentiment that many commuters feel commuting solutions, we must bring every day—the longer their commute commuters into the conversation. takes, the less enjoyable it is (Figure 3).22
Total commute duration Percentage of commuters satisfied with their commute
56% 44% 1-29 min
42% 58% 30-59 min
32% 68% 60-89 min
28% 72% 90-119 min
19% 81% 120+ min
Figure 3. Commute duration relative to satisfaction. Source: StatsCan, 2011 9 Changing directions | All aboard
All aboard
Lin‑He is back on the road again, this time Peter made it to work unscathed, apart en route to her house. In the mix of the from the torrent of rain water churned up morning shuffle, she accidentally forgot her by a taxi that took that one corner a bit too briefing notes. If she goes quickly enough, fast—and a bit too close. Fortunately, he she’ll be able to make it back to the office in brought a change of clothes to the office time for her 10:00 a.m. meeting. with him.
Carol has already concluded one important After three transfers, Kat begins the call and is halfway into the next— final leg of her commute, a ten‑minute hands‑free, of course—her eyes on the walk from the GO Station to her place lookout for a good parking space. of work. By the time she arrives, she is exhausted—her energy at an all‑time low. Robert, unfortunately, has hit a major delay She quickly places her items in her locker, on the TTC. It happens once every few straightens her nametag, and exits the weeks, but seemingly only on days when he employee workroom. has an important meeting.
10 Changing directions | All aboard
The Bustling ‘Burbanite
Pathfinders
Lin‑He, Carol, Robert, Peter, and Kat are archetypal commuters, their experiences holding close to the realities that many commuters face every day in the GTA. When taken together, these archetypes are broadly representative of the GTA commuting story as a whole. The Multi‑Tasking They don’t capture every conceivable scenario, but they do allow us to get above the Motorist snarl of the congestion and gridlock rhetoric to see the situation from the perspective of commuters themselves.
Each of these commuters will allow us to uncover and understand some of the diverse experiences that exist in the GTA’s commuting ecosystem, as well as the pain points that are being overlooked. Ultimately, they’ll also help us figure out how we can change directions toward finding better commuting solutions.
Lin‑He, the Bustling ‘Burbanite. Peter, the Environmental Evangelist. The Single‑Line Home to daycare to the office to the gym Peter rents an apartment within short Subway‑Rider to the grocery store to daycare and back distance of his office so that he’s able to home again! A car is a must for Lin‑He, cycle to work. Every day, he braves the whose daily commute is a multi‑leg journey. crowded city streets in pursuit of a short, Flexibility is crucial. active, environmentally‑friendly commute.
Carol, the Multi‑Tasking Motorist. Kat, the Cost‑Conscious Commuter. Car? Office? It’s one and the same to Carol. For Kat, the affordability of public transit Be it an unexpected meeting at the client outweighs the time it takes to use it. With site or a conference call on the way out of a predictable hourly work schedule and a The Environmental town for the weekend, this commuter is all fixed office location, Kat follows tightly to Evangelist work all the time and requires a method a set daily routine that revolves around of transportation that allows her to be transit timetables. maximally productive.
Robert, the Single‑Line Subway‑Rider. Let’s consider each in more detail. As a midtown dweller, Robert takes the TTC subway to avoid the overwhelming rush‑hour street traffic. His streamlined subway commute suits his needs well because it provides the most efficient, The Cost‑Conscious fast, and direct route to his office in the Commuter downtown core—assuming everything is running on time.
11 Changing directions | All aboard
Meet the Bustling ‘Burbanite
Like all parents, Lin‑He makes her personal What does the discourse miss? decisions—where to live, what to buy, and Lin‑He feels powerless to lessen the pain of course, how to commute—bearing in of her commute; being on the go all the mind her greatest priority, her children. time is the nature of parenthood. However, Lin‑He and her husband are always on the Lin‑He wishes she wasn’t required to make go, shuffling between daycare, the grocery so many stops in between home and work. store, the gym, the dry cleaners, the Even when traffic is moving well, her daily office, and swimming classes. Their busy commute is prolonged due to its stop‑start schedules often change at the drop of a nature. The city’s plans to improve the hat for a variety of reasons—one of their commute experience for drivers by daughters is sick at daycare, for instance, optimizing intelligent transportation or they have to make an unexpected trip systems sounds great to Lin‑He, though to the office. it will do nothing to address her primary commute pain point.23 Commuting by car provides freedom, the ability to come and go as they please, and What can businesses do? never having to plan around the imposition Through embracing the future of work, of a fixed transit schedule (Figure 4). Lin‑He’s employer can help reduce Despite living just five minutes away from her commute and improve her job the Mimico GO station, Lin‑He and her satisfaction.24 By introducing flexible husband have never taken the GO Train—it working hours where Lin‑He can commute just doesn’t seem possible to accomplish in off‑peak times, allowing Lin‑He to their long list of daily tasks without a car. work from home, or providing integrated
Lin‑He's morning commute 12 km 45 minutes
8:30 a.m. 8:33 a.m. 8:52 a.m.
15 min.Arrive at daycare3 min. Depart daycare 19 min. Arrive at parking
8:15 a.m. 3 min.
8:55 a.m.
5 min. Depart parking 9:00 a.m.
Figure 4. Bustling out of the ‘burbs Note: This data was constructed based on findings from the StatsCan, 2011 Commuting Survey on commute duration. 12 Changing directions | All aboard
amenities at the office (e.g., grocery pickup, daycare services, a cafeteria) her employer can reduce the daily burden of her commute.
Case Study: Tokyo Considerations for the GTA Tokyo’s private rail operator, Tokyu, "Bus and rail‑integrated communities” turn operates at one of the highest levels of riders into customers, and vice versa, at ridership in the world, a degree of success all hours of the day. In the GTA, incentives owed greatly to Tokyu’s development of for businesses to locate near rail stations Ekinaka—mega‑malls and shopping centers could help increase the GO system’s built around rail lines.25, 26 These stations convenience and, ultimately, use. Would are not just places through which people Bustling ‘Burbanites in the GTA consider idly pass but destinations unto themselves, losing their vehicles if they could run all of including grocery stores, day cares, dry their errands in one central location? cleaners, etc.27 Without even leaving the station, Tokyo rail commuters can squeeze the most out of every minute of every day—even during their commute.
Tokyo developed a successful commute solution by understanding the value that commuters place on time.
13 Changing directions | All aboard
Meet the Multi‑Tasking Motorist
Commuters often take on specific While Carol actually enjoys her time in routines—sitting in the same section on transit, she despairs over her commute’s the train every day, stopping at the same environmental impact. Carol wishes Starbucks in the morning, listening to a there was a mode of transportation that specific playlist on repeat. Taking calls would combine the privacy, flexibility, and is the most important part of Carol’s productivity of vehicular travel with the commute routine. As Carol’s employer environmental friendliness of public transit. allows her to work from any location, no work day looks the same for her—she What does the discourse miss? is often in transit between client sites, From Carol’s perspective, the discourse her home office, and her employer’s is clearly focused on the symptoms downtown high‑rise. An around‑the‑clock of commuting, not the causes; the businesswoman, Carol rarely has conversation is often about improving time to spare. She requires a mode of capacity and flow to alleviate gridlock.28 transportation that adapts to her variable Carol believes the conversation should schedule and allows her to be productive be shifted, to look further at the nature of in transition. With a car, Carol is able to visit work—to understand why so many people multiple client sites in a day—whether it’s are on the roads in the first place. If not for for sales opportunities or meetings with the nature of her job, Carol would be taking existing clients, she has the flexibility to public transit to and from work—doing her go anywhere (Figure 5). part to minimize emissions.
Carol's morning commute 41 km 47 minutes*
7:33 a.m. 8:33 a.m. 8:39 a.m.
33 min. Arrive at 60 min. Depart 6 min. Arrive at off-site meeting off-site meeting parking
7:00 a.m. 3 min.
8:42 a.m.
5 min. Depart parking 8:47 a.m.
Figure 5. A Multi‑Tasker's multi‑leg commute
*Does not include the time spent at off‑site meeting Note: This data was constructed based on findings from the StatsCan, 2011 Commuting Survey on commute duration. 14 Changing directions | All aboard
In response, the City of Los Angeles, in partnership with Xerox, developed a new app called GoLA, which integrates all available methods of getting around Los Angeles—from public transit and cycling to Lyft, Uber, and Zipcar. The app captures the entire “universe of transportation options” available and allows users to select their mode and route according to what they value most—time, cost, or sustainability. The app is fully integrated, and includes a payments feature to maximize user convenience.31
By presenting commuters with the most optimal routes and allowing them to prioritize in accordance with their own needs, Los Angeles is promoting agile, ‘of‑the‑moment’ commute decision‑making.
Although preliminary results on the app’s What can businesses do? success have yet to be released, many Carol’s employer recognizes that, in the other cities have taken note of this pilot. short term, Carol will still require the Xerox has been commissioned by both flexibility of a car to get between remote Denver, Colorado and Washington, D.C.— client locations. To help Carol offset the regions also known for traffic congestion— environmental impact of her driving, to build similar apps for their cities.32 they could offer a green vehicle subsidy. Over the longer term, Carol’s employer could explore opportunities to take more Considerations for the GTA meetings virtually. The concept of de‑routinizing commuting to have commuters make ‘of‑the‑moment’ Case Study: Los Angeles commute decisions may help reduce Los Angeles is well known for its commuter the burden placed on the GTA’s dependence on vehicles.29 In an effort to transportation system. Would the GTA’s decrease vehicle usage, the city recently Multi‑Tasking Motorists consider using underwent an in‑depth analysis of alternative commute modes on days, for commuter preferences to determine how instance, when multi‑destination travel behavior could be changed. From this is not required? Would these commuters analysis, it was discovered that commuters consider carpooling with colleagues in in Los Angeles desire better integration certain situations? between public and private transportation options. In other words, more people would consider switching from their personal vehicles to use other modes if the process for doing so was made easier.30
15 Changing directions | All aboard
Meet the Single‑Line Subway‑Rider
Robert and his wife recently moved into However, given the short distance Robert a condo in the Yonge and Eglinton area is required to travel, the unpleasantness of of Toronto to be in closer proximity to the TTC’s crowds is a lesser concern to him. family, friends, amenities, and of course, their downtown offices. A short, single‑line Robert’s greatest frustration is the subway ride is the most convenient and frequency of delays, and the relative lack efficient option for Robert. Although he and of information made available during these his wife could carpool downtown with their situations. At least once per week, Robert’s shared vehicle, the hassle of coordinating commute is lengthened unexpectedly— times for pickup and drop‑off, finding a delays that have, on several occasions, parking spot between their respective lasted upward of thirty minutes. offices, and navigating congestion, does not seem worthwhile for such a short and What does the discourse miss? linear route. The annual cost of Robert’s The Toronto Transit Commission has made 7.5 km commute is just under $1,700, which improvements to customer experience he finds more than reasonable for such a over recent years—most notably, direct journey (see Figure 6).33 by introducing Presto Pass payment terminals and by adding new subway Robert would be the first to agree that the cars to existing routes.34, 35 Despite these TTC subway experience is good but could changes, growth in TTC ridership has be improved. From the careless rider who been in decline, with growth rates falling spills their morning cappuccino on other from 2.2 percent in 2013 to 0.5 percent passengers to the oblivious ones taking up in 2016.36 On many occasions, Robert has three seats with their bags, newspapers, considered switching commute modes, and Tupperware‑sealed lunches, the as the recent improvements to the TTC TTC rush hour commute is often a slog. have not addressed his frustration with
Robert's morning commute 7.5 km 28 minutes
7:47 a.m. 8:03 a.m.
7 min. Arrive at Eglinton 16 min. Arrive at King 5 min. subway station subway station 7:40 a.m. 8:08 a.m.
Figure 6. Just another quick trip for the Single‑Line Subway‑Rider Note: This data was constructed based on findings from the StatsCan, 2011 Commuting Survey on commute duration. 16 Changing directions | All aboard
delays. Moreover, Robert is concerned underground, contactless payment, heated that proposed budget cuts to the TTC seats, and LCD displays with real‑time may further increase the frequency of travel information to inform of delays.40 delays. Recent figures from City Council show that the TTC will require $184 million Today, the Seoul metro system ranks just to maintain 2016 service levels into among the best in the world with more 2017. 37 Although the TTC has begun to than 40 percent of commuters using the move in a direction of changing customer subway system every day (the largest share experience, gross operating budget for among all modes of transportation in the the transportation body is in decline.38 city).41 Furthermore, between 2004 and Understanding the unique needs of 2010, rider satisfaction ratings increased commuters will help prioritize where from 4.85 to 7.92, seeing a corresponding budget should be used, in a way that increase in subway ridership.42 will have maximal impact on experience and ridership. Given the region’s high population density and mountainous terrain, a reliance on What can businesses do? the subway is not especially surprising.43 To help Robert get to work in an effective However, the drastic improvement to rider fashion and reduce the number of cars experience is a clear indication that Seoul on the road, Robert’s employer can understands the needs of its commuters. move in the direction of many other businesses and subsidize his transit pass. If more businesses looked at these kinds Considerations for the GTA of initiatives, they could contribute to Viewing subway‑users as customers is stemming decline in the growth of the TTC. critical. As seen in Seoul, adding capacity Robert’s employer might also consider is important, but focusing on experience alternative working hours, allowing Robert can bring about smaller‑scale solutions to travel outside of rush hour, or offer that have major effects (e.g. adding remote working options. Wi‑Fi to trains). Would having real‑time warnings of delays improve the commute Case Study: Seoul experience for the GTA’s Single‑Line In 2004, the Seoul transit system had Subway‑Riders? Would the ability to an exceedingly low rider satisfaction communicate delays to people outside of rating of 4.85 (based on a scale of 0‑10). the subway (e.g. Wi‑Fi‑enabled subways) That same year, the transit authority reduce frustration with delays? made a bold decision to refocus the entire transit system on addressing three important factors: convenience, safety, and punctuality—in other words, customer experience.39
Beyond timely service and vast reach, the Seoul transit authority prioritized the development of value‑added services that are important to customers, including free Wi‑Fi, cellular and mobile TV service while
17 Changing directions | All aboard
Meet the Environmental Evangelist
Peter is passionate about making the pretense of increasing safety. The Toronto a greener and healthier place city is currently examining the feasibility to live and work, and enjoys that his of a 10‑year, $153‑million bike lane 2 km commute is quick, efficient, and infrastructure project to improve the environmentally‑friendly (see Figure 7). connectivity of lanes on major arterial roads. Many of the lanes that are proposed Peter elects to ride down Bay Street would be added to existing roadways and because it has dedicated bicycle lanes. separated by painted delineation only.44 However, even when Peter uses the lanes, Peter knows that better solutions could be he notices that many cars do not show due created for cyclists to ensure their safety respect for them, often veering too close on all roadways. for comfort. Peter has been “doored” on several occasions and has seen others What can businesses do? experience worse. The frequency of these Peter’s employer could consider scenarios is all too high, and recent plans contributing to the growth of green to expand existing cycling infrastructure commuting options in the city by in the city sound like a good idea—but sponsoring bike lanes, taking part in bike something must be done to address unsafe safety education campaigns, or providing driver behavior. alternative working hours to allow Peter to bike when there are fewer cars on the What does the discourse miss? road. Many businesses also encourage Indeed, the conversation about cycling bike commuting by providing showers in Toronto is primarily focused on and lockers at the worksite, simplifying expanding bike lane infrastructure, under some potential challenges.
Peter's morning commute 2 km 11 minutes
8:19 a.m. 8:30 a.m.
8:28 a.m. 8:29 a.m.
9 min.Arrive at min. Depart 1 min.1 bike parking bike parking
Figure 7. Evangelizing environmentalism in commuting Note: This data was constructed based on findings from the StatsCan, 2011 Commuting Survey on commute duration. 18 Changing directions | All aboard
Case Study: San Jose In 2009, just over one percent of the residents of San Jose, California commuted by bike. Taking what officials described as a “user‑centric” approach, the City of San Jose developed a 10‑year cycling plan, designed to making bicycling in San Jose “safe, convenient, and commonplace.”45 Core to this program was gathering and analyzing commuter feedback. Using online forums, San Jose asked cyclists what improvements they would like to see from their transportation system— where new bike‑share stations should be located, which streets are the most stressful to navigate, etc.46, 47 They used this information directly to build a better system that considered factors beyond just infrastructure.
Although progress is still ongoing, San Jose has experienced a significant uptick in cycling ridership, as well as a decrease in cycling collisions.
Considerations for the GTA The City of Toronto has used similar online tools in the past to solicit information from citizens about infrastructure planning. Where would you like bicycle lanes to be added? Where should we focus our investment? Leveraging these existing tools to directly engage cyclists and drivers alike could help bring about user‑centric cycling solutions that address key concerns of safety. It is critical that we understand the experience of all road users who have an impact on cycling safety. How would the GTA’s Environmental Evangelists improve the structure of bike lanes in the city? Which streets are currently the least safe for cyclists and why? How can drivers be better educated on how to share roadways with cyclists?
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Meet the Cost‑Conscious Commuter
For Kat, commuting is almost a second Although Kat would much prefer a faster career. By the time she has reached her commute, with a tight personal budget, final destination, she has endured so many this is not a reality for her and her family. stops, starts, waits, and transfers that the So instead, Kat sacrifices her time, and to a entire process gives her the feeling that certain extent, her flexibility, to save funds. rest is deserved—that a break is coming (Figure 8). But it is only the top of the What does the discourse miss? morning, the beginning of the workday The number of transfers required in slope. Kat still has many productive hours Kat’s commute are substantial. Kat could ahead of her, and she must set aside theoretically shave one and a quarter her feelings of exhaustion to perform hours off her daily total commute if she effectively in her role. took a direct route to the GO Station. While York Region recognizes the need Kat braves the type of commute that many to help commuters like Kat reduce work hard to avoid for one principal reason: first‑ and last‑mile transit, existing and it is the least expensive. From her home proposed solutions are divorced from in Markham to her office in the downtown Kat’s experience. Specifically, the Region Toronto core, she spends roughly $1,600 is focused on increasing bicycle and car per year on commuting, which covers the parking near transit hubs.51 As Kat lives cost of a Presto Pass.48 Were Kat to drive to in a very geographically sprawled area her office daily, she would spend upward of the suburbs, cycling to the Go Station of seven times her current expense, an is not an option—especially during the estimated $12,000 on commuting alone.49, 50 winter months!
Kat's morning commute 37 km 1 hour and 53 minutes
5:35 a.m. 5:46 a.m. 6:04 a.m.
15 min.Board YRT bus11 min. Transfer YRT bus 18 min. Arrive at GO station
5:20 a.m. 9 min.
7:05 a.m. 6:13 a.m.
8 min. Arrive at Union 52 min. Depart GO station 7:13 a.m.
Figure 8. The Cost‑Conscious Commuter’s morning commute Note: This data was constructed based on findings from the StatsCan, 2011 Commuting Survey on commute duration. 20 Changing directions | All aboard
What can businesses do? of commuters felt the process of actually To help Kat, her employer could organize getting to the SunRail station was too carpooling between her location and onerous; instead of taking a bus to the the GO Station, allowing her to reduce SunRail, it would be both easier and her travel time. They could also consider faster to skip both and drive to ones’ subsidized Uber credits to shorten the intended destination.52 first mile of her journey. Lastly, given the changing nature of work, it might be In response to commuters, the City of possible for Kat’s employer to leverage Altamonte Springs began piloting an Uber new technologies to alleviate her need subsidy program in March 2016, in which to be physically in the office each day, the city subsidizes 20 percent of the cost of perhaps through a compressed work every trip beginning and ending within city week arrangement. limits—25 percent if the trip begins or ends at a SunRail station.53 Case Study: Altamonte Springs Running through the heart of Altamonte In the first six weeks of this program, Springs is the SunRail, a new, multi‑line SunRail ridership in Altamonte increased commuter rail system that spans the 10‑fold.54 Further, in using ride sharing entirety of Central Florida. Since its to provide last‑mile transit, the City of inception in 2014, SunRail ridership has Altamonte avoided the need to make large, been disappointingly low, especially in the capital expenditures on infrastructure. Orlando suburb of Altamonte Springs. According to the mayor of Altamonte, “[the In diagnosing the issue of ridership, Uber subsidy program] is infinitely cheaper Altamonte Springs found that the majority than the alternatives.”55
Considerations for the GTA This solution addresses a critical issue in the GTA’s transportation network— first‑ and last‑mile transit. Instead of continuing to develop major, multi‑year capital projects, such as the TTC York‑Spadina extension, the GTA could consider expanding the reach of the transit system through non‑traditional channels. Would the GTA’s Cost‑Conscious Commuters consider paying a slight premium for on‑demand transportation to the GO Station?
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As these archetypes illustrate, the commuting experience in the GTA is diverse. It is also complex: citizens make their commuting decisions by delicately balancing a variety of needs—to be productive, to maintain a budget, to be efficient, to make time for their families and friends.
This diversity and complexity is not being addressed by a transportation system that focuses primarily on ‘one‑size‑fits‑all’, large scale, multi‑year capital projects. Commuters in the GTA need comprehensive, and holistic, solutions that both start and end with them.
Figure 9. Forecast of new vehicle sales distribution Source: The Future of Mobility: What’s Next?, Deloitte, 2015 Percentage of new vehicle sales
2020 2025 2030 2035 2040
Personally owned driver-driven Personally owned autonomous
Shared driver-driven Shared autonomous
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Rearview mirror
Toronto is a world‑class city, but the debate Many of the same macro forces that are on regional congestion does not consider changing how we live and work, such commuters’ needs sufficiently to have the as technological advancements, will impact desired. It is no longer enough change how we commute. By the year to simply build more lanes, or add more 2030, it is expected that 30 percent of trains. Employers and transportation total vehicles sold will be autonomous. stakeholders in the GTA must expand Another 40 percent will be utilized for their perspective to consider commuting ride‑sharing (Figure 9).58 With the advent for what it really is—an individual process of “connected car” technologies and the of moving between home and work. proliferation of app‑based ride‑sharing Understanding this relationship is a platforms, the commuting discourse in critical first step in developing better the GTA faces further complexities to an commuting solutions that go beyond public already challenging problem. However, by transportation. This is true now more reorienting the discussion back to how than ever, as the ways in which people people work and live, these impending live and work in the GTA is changing at an technological disruptions pose great exponential rate. opportunity to engage new strategies for easing commuter woes. Over the next thirty years, it is projected that the GTA will create approximately one Before we can begin to react to these million new jobs, the majority of which will trends and changes, we must first adapt reside in buildings that do not yet exist.56 our perspective. If we can change how we Further, many of these jobs will not be approach the commuting conversation and confined to a corporate location at all, but remember that these issues are always and will instead be accessed and performed only about the people, then the chances of remotely. This new world of work, solving the regional congestion issues and characterized by individual empowerment, building effective solutions for the future will require employers to abandon the increase dramatically. traditional, one‑size‑fits‑all working model in favor of flexible operations that can To address commuter woes, we need be tailored to address the diverse needs to expand the conversation beyond of individuals.57 "transportation infrastructure" to facilitate a stronger partnership between Why don’t we use a similar lens for thinking governments, employers, developers, about commuting in the GTA? and commuters themselves.
The ways in which people live and work in the GTA is only going to become more It’s time to change diverse. From Cost‑Conscious Commuters the conversation. to Environmental Evangelists, our solutions must acknowledge the diversity that exists in the GTA and place the needs of individuals at the forefront.
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25 Changing directions | Endnotes
Endnotes
1. Dobson, Iain, Glenn Miller, Katherine Morton, 12. Bourke, Juliet, Louise Mason, Michael Williams, 22. Turcotte, Martin. "Like Commuting? Workers' Yousaf Shah, Charissa Jattan, and Kailey Lamont. Lino Caccavo, and Lynn Thompson. "It's (almost) Perceptions of Their Daily Commute." Statscan. "A Region in Transition." STRATEGIC REGIONAL All about Me: Workplace 2030, Built for Us." gc.ca. Statistics Canada, 2011. Web. 9 June RESEARCH (2013). CBC.ca. Canadian Broadcasting Deloitte.com. Deloitte, July 2013. Web. 22 July 2016.
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33. "TTC Prices." Toronto Transit Commission. 3 Jan. transportation/2016/05/09/new‑plan‑would‑add‑ 55. Reuters. "First City In the Nation Plans to Subsidize 2016. Web. 29 June 2016. 27 Changing directions | Acknowledgements Acknowledgements The Future of Canada Centre within Deloitte Canada gratefully acknowledges the support of those who contributed to the research for this report, including Melissa Maduri, Jennifer Littleton, Nicholas Fulford, Paul Bien, Rachael DiMenna, and Matthew Schafler. 28 This page has been intentionally left blank Canada at 175 refers to Deloitte’s vision for the future of our nation’s prosperity by July 1, 2042. With the 150th anniversary of confederation on the horizon, now is the time for Canada to redefine what it means to be a global leader. Our ambition as a nation must be bolder—we must aim to not only achieve economic prosperity, but to elevate our quality of life for our vast and diverse population. Deloitte's vision is that Canada should rank among the top three countries on the Human Development Index within the next 25 years. To do so, we must adopt an unrelenting commitment to developing courageous leaders who embody an inclusive way of being. deloitte.ca Deloitte, one of Canada’s leading professional services firms, provides audit, tax, consulting, and financial advisory services. Deloitte LLP, an Ontario limited liability partnership, is the Canadian member firm of Deloitte Touche Tohmatsu Limited. Deloitte refers to one or more of Deloitte Touche Tohmatsu Limited, a UK private company limited by guarantee, and its network of member firms, each of which is a legally separate and independent entity. Please see www.deloitte.com/about for a detailed description of the legal structure of Deloitte Touche Tohmatsu Limited and its member firms. © Deloitte LLP and affiliated entities. Designed and produced by the Deloitte Design Studio, Canada. 16‑4365T