2048.1 For Information Chief Executive Officer’s Report – November 2020 Update Date: November 16, 2020 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 – November 2020 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 647-465-8659 [email protected] Signature Richard J. Leary Chief Executive Officer Attachments Attachment 1 – Chief Executive Officer’s Report – November 2020 CEO’s Report – November 2020 Update Page 2 of 2 Toronto Transit Commission CEO’s Report November 2020 Performance scorecard 2 CEO’s commentary 9 Performance updates: Safety and security 14 Ridership 21 Customer experience 27 Ongoing trend indicators: Favourable Mixed Unfavourable Not applicable *Represents four-quarter average of actual results Toronto Transit Commission │ CEO’s Report │ November 2020 1 Performance scorecard TTC performance scorecard – November 2020 Latest Current Ongoing Key performance indicator Description Current Target Page measure status trend Safety and security Lost-time injuries Injuries per 100 employees Q2 2020 3.50 4.37* 14 Injury incidents per 1M Customer injury incidents Q2 2020 3.11 1.71* 16 boardings Offences against Offences per 1M boardings Q3 2020 1.75 1.00 18 customers Offences against staff Offences per 100 employees Q3 2020 5.83 4.18 20 Ridership Ridership Monthly ridership Sep 2020 19.7M 53.4M 21 2020 YTD Ridership Year-to-date ridership 182.0M 402.0M 21 (to Sep) Ongoing trend indicators: Favourable Mixed Unfavourable Not applicable *Represents four-quarter average of actual results Toronto Transit Commission │ CEO’s Report │ November 2020 2 Latest Current Ongoing Key performance indicator Description Current Target Page measure status trend PRESTO ridership Monthly ridership Sep 2020 17.6M 49.8M 23 2020 YTD PRESTO ridership Year-to-date ridership 165.0M 363.8M 23 (to Sep) Wheel-Trans ridership Monthly ridership Sep 2020 140,058 414,457 25 2020 YTD Wheel-Trans ridership Year-to-date ridership 1.4M 3.2M 25 (to Sep) Customer experience Customer satisfaction Customer satisfaction score Q2 2020 81% 80% 27 Subway services On-time performance Scheduled headway Sep 2020 92.1% 90.0% 29 Line 1 performance at end terminals On-time performance Scheduled headway Sep 2020 96.1% 90.0% 31 Line 2 performance at end terminals On-time performance Scheduled headway Sep 2020 86.4% 90.0% 32 Line 3 performance at end terminals Ongoing trend indicators: Favourable Mixed Unfavourable Not applicable *Represents four-quarter average of actual results Toronto Transit Commission │ CEO’s Report │ November 2020 3 Latest Current Ongoing Key performance indicator Description Current Target Page measure status trend On-time performance Scheduled headway Sep 2020 99.4% 90.0% 33 Line 4 performance at end terminals Capacity Line 1 Trains-per-hour during peak Sep 2020 99.7% 96.0% 34 Capacity Bloor-Yonge Trains-per-hour (8 a.m. to 9 Sep 2020 100.0% 96.0% 34 Station a.m.) Capacity St George Trains-per-hour (8 a.m. to 9 Sep 2020 100.0% 96.0% 34 Station a.m.) Capacity Line 2 Trains-per-hour during peak Sep 2020 100.0% 96.0% 35 Capacity Line 3 Trains-per-hour during peak Sep 2020 76.5% 98.0% 36 Capacity Line 4 Trains-per-hour during peak Sep 2020 100% 98.0% 37 Average weekly service hours 9,319 9,414 Amount of service Sep 2020 38 delivered h h Vehicle reliability Mean distance between 484,410 300,000 Sep 2020 39 T1 trains failures km km Vehicle reliability Mean distance between 933,974 600,000 Sep 2020 41 TR trains failures km km Ongoing trend indicators: Favourable Mixed Unfavourable Not applicable *Represents four-quarter average of actual results Toronto Transit Commission │ CEO’s Report │ November 2020 4 Latest Current Ongoing Key performance indicator Description Current Target Page measure status trend Daily average service Service availability Sep 2020 100% 100% 43 delivered Subway cleanliness Audit score Q3 2020 9 0.1% 90.0% 44 Streetcar services On-time departures from end On-time performance Sep 2020 80.2% 90.0% 46 terminals Short turns Monthly total short turns Sep 2020 0 105 48 16,048 15,120 Amount of service Average weekly service hours Sep 2020 49 h h Vehicle reliability: Mean distance between 71,677 35,000 Sep 2020 50 Contractual failures km km Vehicle reliability: Mean distance between 51,198 35,000 Sep 2020 50 Operational failures km km Road calls and change Average daily road calls or Sep 2020 2 2.4 53 offs vehicle change offs Daily number of vehicles Service availability Sep 2020 100% 100% 55 available for service Ongoing trend indicators: Favourable Mixed Unfavourable Not applicable *Represents four-quarter average of actual results Toronto Transit Commission │ CEO’s Report │ November 2020 5 Latest Current Ongoing Key performance indicator Description Current Target Page measure status trend Streetcar cleanliness: Pre- Audit score Q3 2020 85.2% 90.0% 56 service Streetcar cleanliness: In- Audit score Q3 2020 79.0% 90.0% 58 service & post-service Bus services On-time departures from end On-time performance Sep 2020 85.5% 90.0% 59 terminals Short turns Monthly total short turns Sep 2020 0 384 61 143,697 139,470 Amount of service Average weekly service hours Sep 2020 62 h h Mean distance between 30,000 24,000 Vehicle reliability: eBus Sep 2020 63 failures km km Mean distance between 30,000 24,000 Vehicle reliability: Hybrid Sep 2020 64 failures km km Vehicle reliability: Clean Mean distance between 20,000 12,000 Sep 2020 66 Diesel failures km km Road calls and change Average daily road calls or Sep 2020 19 24 68 offs vehicle change offs Ongoing trend indicators: Favourable Mixed Unfavourable Not applicable *Represents four-quarter average of actual results Toronto Transit Commission │ CEO’s Report │ November 2020 6 Latest Current Ongoing Key performance indicator Description Current Target Page measure status trend Daily average service Service availability Sep 2019 126.0% 100% 69 delivered Bus cleanliness: Pre- Audit score Q3 2020 99.2% 90.0% 70 service Bus cleanliness: In-service Audit score Q3 2020 99.3% 90.0% 71 & post-service Wheel-Trans services % within 20 minutes of On-time performance Sep 2020 96.4% 90.0% 72 schedule Mean distance between 19,639 12,000 Vehicle reliability Sep 2020 73 failures km km Percentage of requested trips Accommodation rate Sep 2020 99.9% 99.0% 75 completed Average amount of time a customer waits before call is 6.6 15 Average wait time Sep 2020 76 answered min min Station services Station cleanliness Audit score Q3 2020 76.1% 75.0% 78 Ongoing trend indicators: Favourable Mixed Unfavourable Not applicable *Represents four-quarter average of actual results Toronto Transit Commission │ CEO’s Report │ November 2020 7 Latest Current Ongoing Key performance indicator Description Current Target Page measure status trend Elevator availability Per cent available Sep 2020 97.2% 98.0% 80 Escalator availability Per cent available Sep 2020 95.9% 97.0% 81 Fare gates Per cent available Sep 2020 99.52% 99.50% 82 PRESTO fare card Per cent available Sep 2020 99.07% 99.99% 84