For Information Chief Executive Officer’s Report – January 2020 Update Date: January 27, 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 – January 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 – January 2020 CEO’s Report – January 2020 Update Page 2 of 2 Toronto Transit Commission CEO’s Report January 2020 Performance scorecard 2 CEO’s commentary 9 Performance updates: Safety and security 14 Ridership 19 Customer experience 24 Ongoing trend indicators: Favourable Mixed Unfavourable *Represents four-quarter average of actual results Toronto Transit Commission │ CEO’s Report │ January 2020 1 Performance scorecard TTC performance scorecard – January 2020 Latest Current Ongoing Key performance indicator Description Current Target Page measure status trend Safety and security Lost-time injuries Injuries per 100 employees Q3 2019 4.74 4.73* 14 Injury incidents per 1M Customer injury incidents Q3 2019 1.35 1.15* 15 boardings Offences against Offences per 1M boardings Q3 2019 0.67 1.00 17 customers Offences against staff Offences per 100 employees Q3 2019 3.98 4.07 18 Ridership Ridership Monthly ridership Nov 2019 43.7M 42.7M 19 2019 YTD Ridership Year-to-date ridership 484.6M 486.5M 19 (to Nov) PRESTO ridership Monthly ridership Nov 2019 37.2M 37.4M 21 Ongoing trend indicators: Favourable Mixed Unfavourable *Represents four-quarter average of actual results Toronto Transit Commission │ CEO’s Report │ January 2020 2 Latest Current Ongoing Key performance indicator Description Current Target Page measure status trend 2019 YTD PRESTO ridership Year-to-date ridership 394.2M 393.1M 21 (to Nov) Wheel-Trans ridership Monthly ridership Nov 2019 340.2K 361.6K 23 2019 YTD Wheel-Trans ridership Year-to-date ridership 3,796.7K 3,974.3K 23 (to Nov) Customer experience Customer satisfaction Customer satisfaction score Q3 2019 81% 80% 24 Subway services On-time performance Scheduled headway Nov 2019 88.7% 90% 25 Line 1 performance at end terminals On-time performance Scheduled headway Nov 2019 93.7% 90% 26 Line 2 performance at end terminals On-time performance Scheduled headway Nov 2019 96.8% 90% 27 Line 3 performance at end terminals On-time performance Scheduled headway Nov 2019 99.1% 90% 28 Line 4 performance at end terminals Ongoing trend indicators: Favourable Mixed Unfavourable *Represents four-quarter average of actual results Toronto Transit Commission │ CEO’s Report │ January 2020 3 Latest Current Ongoing Key performance indicator Description Current Target Page measure status trend Capacity Line 1 Trains-per-hour during peak Nov 2019 94.3% 96% 29 Trains-per-hour (8 a.m. to 9 Capacity Bloor Station Nov 2019 93.3% 96% 29 a.m.) Capacity St George Trains-per-hour (8 a.m. to 9 Nov 2019 98.4% 96% 29 Station a.m.) Capacity Line 2 Trains-per-hour during peak Nov 2019 96.6% 96% 30 Capacity Line 3 Trains-per-hour during peak Nov 2019 99.7% 98% 31 Capacity Line 4 Trains-per-hour during peak Nov 2019 100% 98% 32 Average weekly service hours 10,830 11,131 Amount of service Oct 2019 33 delivered h h Vehicle reliability Mean distance between 205,560 300,000 Nov 2019 34 T1 trains failures km km Vehicle reliability Mean distance between 1,296,414 600,000 Nov 2019 36 TR trains failures km km Daily average service Service availability Nov 2019 100% 100% 37 delivered Ongoing trend indicators: Favourable Mixed Unfavourable *Represents four-quarter average of actual results Toronto Transit Commission │ CEO’s Report │ January 2020 4 Latest Current Ongoing Key performance indicator Description Current Target Page measure status trend Subway cleanliness Audit score Q3 2019 9 0.3% 90% 38 Streetcar services On-time departures from end On-time performance Nov 2019 70.3% 90% 39 terminals Short turns Monthly total short turns Nov 2019 99 1,464 41 18,875 18,836 Amount of service Average weekly service hours Oct 2019 42 h h Vehicle reliability LFLRV Mean distance between 41,890 35,000 (Low-Floor Light Rail Nov 2019 43 failures km km Vehicle) – Contractual Vehicle reliability LFLRV Mean distance between 12,245 (Low-Floor Light Rail Nov 2019 TBD 43 failures km Vehicle) – Operational Vehicle reliability CLRV Mean distance between 6,000 (Canadian Light Rail Nov 2019 2,529 km 45 failures km Vehicle) Road calls and change Average daily road calls or Nov 2019 6 2.4 46 offs vehicle change offs Daily number of vehicles Service availability Nov 2019 100% 100% 47 available for service Ongoing trend indicators: Favourable Mixed Unfavourable *Represents four-quarter average of actual results Toronto Transit Commission │ CEO’s Report │ January 2020 5 Latest Current Ongoing Key performance indicator Description Current Target Page measure status trend Streetcar cleanliness Audit score Q3 2019 86.5% 90% 48 Bus services On-time departures from end On-time performance Nov 2019 76.4% 90% 49 terminals Short turns Monthly total short turns Nov 2019 342 2,550 51 155,016 156,061 Amount of service Average weekly service hours Oct 2019 52 h h Mean distance between 20,000 12,000 Vehicle reliability Nov 2019 53 failures km km Road calls and change Average daily road calls or Nov 2019 24 24 54 offs vehicle change offs Daily average service Service availability Nov 2019 101.1% 100% 55 delivered Bus cleanliness Audit score Q3 2019 91.4% 90% 56 Wheel-Trans services Ongoing trend indicators: Favourable Mixed Unfavourable *Represents four-quarter average of actual results Toronto Transit Commission │ CEO’s Report │ January 2020 6 Latest Current Ongoing Key performance indicator Description Current Target Page measure status trend % within 20 minutes of On-time performance Nov 2019 86.8% 90% 57 schedule Mean distance between 17,941 12,000 Vehicle reliability Nov 2019 58 failures km km Percentage of requested trips Accommodation rate Nov 2019 99.9% 99% 59 completed Average amount of time a customer waits before call is 8.2 15 Average wait time Nov 2019 60 answered min min Station services Station cleanliness Audit score Q3 2019 75.67% 75% 61 Elevator availability Per cent available Nov 2019 96.6% 98% 62 Escalator availability Per cent available Nov 2019 96.3% 97% 63 Fare gates equipped with Per cent available Oct 2019 97.1% 99.5% 64 PRESTO PRESTO fare card Per cent available Nov 2019 98.84% 99.99% 66 readers Ongoing trend indicators: Favourable Mixed Unfavourable *Represents four-quarter average of actual results Toronto Transit Commission │ CEO’s Report │ January 2020 7 Latest Current Ongoing Key performance indicator Description Current Target Page measure status trend PRESTO Fare Vending Nov 2019 97.36% 95.00% 67 Machines Per cent available PRESTO Self-Serve Nov 2019 99.61% 95.00% 68 Reload Machines Per cent available PRESTO Fares and Nov 2019 97.06% 95.00% 69 Transfer Machines Per cent available Ongoing trend indicators: Favourable Mixed Unfavourable *Represents four-quarter average of actual results Toronto Transit Commission │ CEO’s Report │ January 2020 8 CEO’s commentary system expansion program that public transit — and the city itself — One hundred years ago this month, followed.