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For Information Chief Executive Officer's Report – July 2019 Update

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For Information Chief Executive Officer's Report – July 2019 Update For Information Chief Executive Officer’s Report – July 2019 Update Date: July 10, 2019 To: TTC Board From: Chief Executive Officer Summary The Chief Executive Officer’s Report is submitted each month to the TTC Board, for information. Copies of the report are also forwarded to each City of Toronto Councillor, the Deputy City Manager, and the City Chief Financial Officer, for information. The report is also available on the TTC’s website. Financial Summary The monthly Chief Executive Officer’s Report focuses primarily on performance and service standards. There are no financial impacts associated with the Board’s receipt of this report. Equity/Accessibility Matters The TTC strives to deliver a reliable, safe, clean, and welcoming transit experience for all of its customers, and is committed to making its transit system barrier-free and accessible to all. This is at the forefront of TTC’s new Corporate Plan 2018-2022. The TTC strongly believes all customers should enjoy the freedom, independence, and flexibility to travel anywhere on its transit system. The TTC measures, for greater accountability, its progress towards achieving its desired outcomes for a more inclusive and accessible transit system that meets the needs of all its customers. This progress includes the TTC’s Easier Access Program, which is on track to making all subway stations accessible by 2025. It also includes the launch of the Family of Services pilot and improved customer service through better on-time service delivery with improved shared rides, and same day bookings to accommodate Family of Service Trips. These initiatives will help TTC achieve its vision of a seamless, barrier free transit system that makes Toronto proud. CEO’s Report – July 2019 Update Page 1 of 2 Decision History The Chief Executive Officer’s Report, which was created in 2012 to better reflect the Chief Executive Officer’s goal to completely modernize the TTC from top to bottom, was transformed to be more closely aligned with the TTC’s seven strategic objectives – safety, customer, people, assets, growth, financial sustainability, and reputation. In 2018, with the launch of the new Corporate Plan, this report has undergone progressive changes to align and reflect our reporting metrics to the TTC’s continued transformation. Issue Background For each strategic objective, updates of current and emerging issues and multi-year performance are now provided, along with a refreshed performance dashboard that reports on the customer experience. This information is intended to keep the reader completely up-to-date on the various initiatives underway at the TTC that, taken together, will help the TTC achieve its vision of a transit system that makes Toronto proud. Contact Ciaran Ryan, Manager – Research & Insights (Acting) 647-465-8659 [email protected] Signature Richard J. Leary Chief Executive Officer Attachments Attachment 1 – Chief Executive Officer’s Report – July 2019 CEO’s Report – July 2019 Update Page 2 of 2 Toronto Transit Commission CEO’s Report July 2019 Performance scorecard 2 CEO’s commentary 9 Performance updates: Safety and security 14 Ridership 20 Customer experience 24 Ongoing trend indicators: Favourable Mixed Unfavourable *Represents four-quarter average of actual results Toronto Transit Commission │ CEO’s Report │ July 2019 1 Performance scorecard TTC performance scorecard – July 2019 Latest Current Ongoing Key performance indicator Description Current Target Page measure status trend Safety and security Lost-time injuries Injuries per 100 employees Q1 2019 5.47 4.97* 14 Injury incidents per 1M Customer injury incidents Q1 2019 1.0 1.06* 16 boardings Offences against Offences per 1M boardings Q1 2019 0.70 1.00 17 customers Offences against staff Offences per 100 employees Q1 2019 4.22 4.07 18 % of employees that tested Fitness for duty May 2019 0.8% 1.7% 19 non-compliant Ridership Ridership Monthly ridership May 2019 40.0M 40.4M 20 2019 YTD Ridership Year-to-date ridership 216.6M 220.6M NA 20 (to May) Ongoing trend indicators: Favourable Mixed Unfavourable *Represents four-quarter average of actual results Toronto Transit Commission │ CEO’s Report │ July 2019 2 Latest Current Ongoing Key performance indicator Description Current Target Page measure status trend PRESTO ridership Monthly ridership May 2019 32.4M 31.4M 22 2019 YTD PRESTO ridership Year-to-date ridership 173.2M 172.2M NA 22 (to May) Wheel-Trans ridership Monthly ridership May 2019 327K 338K 23 2019 YTD Wheel-Trans ridership Year-to-date ridership 1,688K 1,743K NA 23 (to May) Customer experience Customer satisfaction Customer satisfaction score Q1 2019 78% 80% 24 Subway services On-time performance Scheduled headway May 2019 91.6% 90% 25 Line 1 performance at end terminals On-time performance Scheduled headway May 2019 93.3% 90% 26 Line 2 performance at end terminals On-time performance Scheduled headway May 2019 96.8% 90% 27 Line 3 performance at end terminals Ongoing trend indicators: Favourable Mixed Unfavourable *Represents four-quarter average of actual results Toronto Transit Commission │ CEO’s Report │ July 2019 3 Latest Current Ongoing Key performance indicator Description Current Target Page measure status trend On-time performance Scheduled headway May 2019 99.2% 90% 28 Line 4 performance at end terminals Capacity Line 1 Trains per hour during peak May 2019 97.2% 96% 29 Capacity Bloor Station Trains per hour – 8am to 9am May 2019 96.9% 96% NA 29 Capacity St George Trains per hour – 8am to 9am May 2019 100% 96% NA 29 Station Capacity Line 2 Trains per hour during peak May 2019 97.2% 96% 30 Capacity Line 3 Trains per hour during peak May 2019 99.4% 98% 31 Capacity Line 4 Trains per hour during peak May 2019 100% 98% 32 Average weekly service hours Amount of service Mar 2019 11.1K 11.1K 33 delivered Vehicle reliability Mean distance between 480,240 300,000 May 2019 34 T1 trains failures km km Vehicle reliability Mean distance between 1M 600,000 May 2019 35 TR trains failures km km Ongoing trend indicators: Favourable Mixed Unfavourable *Represents four-quarter average of actual results Toronto Transit Commission │ CEO’s Report │ July 2019 4 Latest Current Ongoing Key performance indicator Description Current Target Page measure status trend Daily average service Service availability May 2019 100% 100% 36 delivered Subway cleanliness Audit score Q1 2019 9 1.1% 90% 37 Streetcar services On-time departures from end On-time performance May 2019 57.8% 90% 38 terminals Short turns Monthly total short turns May 2019 67 1,592 39 Amount of service Average weekly service hours Mar 2019 18.6K 18.3K 40 Vehicle reliability LFLRV Mean distance between 27,936 35,000 (Low-Floor Light Rail May 2019 41 failures km km Vehicle) Vehicle reliability CLRV Mean distance between 5,315 6,000 (Canadian Light Rail May 2019 42 failures km km Vehicle) Vehicle reliability ALRV Mean distance between 6,000 (Articulated Light Rail May 2019 926 km 43 failures km Vehicle) Road calls and change Average daily road calls or May 2019 7 2.4 44 offs vehicle change offs Ongoing trend indicators: Favourable Mixed Unfavourable *Represents four-quarter average of actual results Toronto Transit Commission │ CEO’s Report │ July 2019 5 Latest Current Ongoing Key performance indicator Description Current Target Page measure status trend Daily number of vehicles Service availability May 2019 100% 100% 45 available for service Streetcar cleanliness Audit score Q1 2019 86.0% 90% 46 Bus services On-time departures from end On-time performance May 2019 75.7% 90% 47 terminals Short turns Monthly total short turns May 2019 1,404 2,897 48 Amount of service Average weekly service hours Mar 2019 154K 151K 49 Mean distance between 20,000 12,000 Vehicle reliability May 2019 50 failures km km Road calls and change Average daily road calls or May 2019 24 24 51 offs vehicle change offs Daily average service Service availability May 2019 102.5% 100% 52 delivered Bus cleanliness Audit score Q1 2019 90.7% 90% 53 Ongoing trend indicators: Favourable Mixed Unfavourable *Represents four-quarter average of actual results Toronto Transit Commission │ CEO’s Report │ July 2019 6 Latest Current Ongoing Key performance indicator Description Current Target Page measure status trend Wheel-Trans services % within 20 minutes of On-time performance May 2019 92.1% 90% 54 schedule Mean distance between 14,171 12,000 Vehicle reliability May 2019 55 failures km km Percentage of requested trips Accommodation rate May 2019 99.9% 99% 56 completed Average amount of time a customer waits before call is 22.9 15 Average wait time May 2019 57 answered min min Station services Station cleanliness Audit score Q1 2019 73.4% 75% 59 Elevator availability Per cent available May 2019 99.2% 98% 60 Escalator availability Per cent available May 2019 97.4% 97% 61 Fare gates equipped with Per cent available April 2019 98.15% 99.5% 62 PRESTO Ongoing trend indicators: Favourable Mixed Unfavourable *Represents four-quarter average of actual results Toronto Transit Commission │ CEO’s Report │ July 2019 7 Latest Current Ongoing Key performance indicator Description Current Target Page measure status trend PRESTO Fare Card Per cent available May 2019 98.73% 99.9% 64 Reader PRESTO Fare Vending May 2019 95.37% 99.9% NA 65 Machine Per cent available PRESTO Self-serve May 2019 99.04% 99.9% NA 66 Reload Machine Per cent available PRESTO Fares and May 2019 99.43% 99.9% NA 67 Transfer Machines Per cent available Ongoing trend indicators: Favourable Mixed Unfavourable *Represents four-quarter average of actual results Toronto Transit Commission │ CEO’s Report │ July 2019 8 CEO’s commentary As host of the 2019 American Rail Rodeo, I would like to the best NBA fans and the best Public Transportation Association’s congratulate San Francisco’s Bay transit riders in the world.
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