Toronto Transit Commission CEO’s Report August 2018 TTC performance scorecard 2 CEO’s commentary and 6 current issues Critical paths 9 Performance Updates: Safety & Security 16 Customer 20 People 48 Assets 52 Toronto Transit Commission CEO’s Report August 2018 TTC performance scorecard Current Ongoing Key Performance Indicator Description Latest Measure Current Target Page Status Trend Safety and Security Lost Time Injuries Injuries per 100 Employees June 2018 6.09 4.44* 16 Customer Injury Incidents Injury Incidents per 1M Boardings June 2018 0.81 1.07* 17 Offences against Customers Offences per 1M Boardings June 2018 0.66 1.00 18 Offences against Staff Offences per 100 Employees June 2018 5.08 3.83* 19 Customer: Ridership TTC Ridership June 2018 51.0M 52.5M 20 TTC Ridership 2018 y-t-d to June 271.6M 280.0M NA 20 PRESTO Ridership June 2018 13.3M 16.7M 21 PRESTO Ridership 2018 y-t-d to June 65.9M 71.7M NA 21 Wheel-Trans Ridership June 2018 401K 455K 22 Wheel-Trans Ridership 2018 y-t-d to June 2,129K 2,434K NA 22 Ongoing trend indicators: Favourable Mixed Unfavourable * Represents current 12-month average of actual results 2 Toronto Transit Commission | CEO’s Report | August 2018 Current Ongoing Key Performance Indicator Description Latest Measure Current Target Page Status Trend Customer: Satisfaction Customer Satisfaction score Q2 2018 77% 82% 23 Customer: Environment Station Cleanliness Audit Score Q2 2018 77.5% 75% 24 Streetcar Cleanliness Audit Score Q2 2018 92.8% 90% 25 Bus Cleanliness Audit Score Q2 2018 92.0% 90% 26 Subway Cleanliness Audit Score Q2 2018 93.3% 90% 27 Customer: Service Performance Subway Line 1 Yonge-University Delay Incidents June 2018 847 448 28 Delay Minutes June 2018 2,013 913 29 Capacity Delivered in Peak June 2018 91.1% 96% 30 Line 2 Bloor-Danforth Delay Incidents June 2018 737 399 31 Delay Minutes June 2018 1,879 835 32 Capacity Delivered in Peak June 2018 94.7% 96% 33 Line 3 Scarborough Delay Incidents June 2018 49 39 34 Delay Minutes June 2018 300 232 35 Capacity Delivered in Peak June 2018 94.9% 98% 36 Ongoing trend indicators: Favourable Mixed Unfavourable * Represents current 12-month average of actual results Toronto Transit Commission | CEO’s Report | August 2018 3 Current Ongoing Key Performance Indicator Description June 2018 Current Target Page Status Trend Line 4 Sheppard Delay Incidents June 2018 44 32 37 Delay Minutes June 2018 65 78 38 Capacity Delivered in Peak June 2018 100% 98% 39 Streetcar On-Time Departure June 2018 56.3% 90% 40 Short Turns June 2018 2,227 1,592 41 Bus On-Time Departure June 2018 75.7% 90% 42 Short Turns June 2018 2,804 3,057 43 Wheel-Trans % Within 10 Minutes of Schedule June 2018 80.0% 90% 44 Customer: Amount of Service Streetcar Weekly Service Hours May 2018 16.5K 16.7K 45 Bus Weekly Service Hours May 2018 145.2K 150.6K 46 Subway Weekly Service Hours May 2018 10.7K 10.9K 47 Operator Efficiency Crewing Efficiency June 2018 86.85% 87.15% 48 People Employee Absence Absenteeism Rate June 2018 7.30% 7.43%* 49 Ongoing trend indicators: Favourable Mixed Unfavourable * Represents current 12-month average of actual results 4 Toronto Transit Commission | CEO’s Report | August 2018 Current Ongoing Key Performance Indicator Description Latest Measure Current Target Page Status Trend Assets: Vehicle Reliability Subway 299,034 300,000 T1 Mean Distance Between Failures June 2018 53 km km 831,842 600,000 TR Mean Distance Between Failures June 2018 54 km km Streetcar CLRV Mean Distance Between Failures June 2018 3,258 km 6,000 km 55 ALRV Mean Distance Between Failures June 2018 2,766 km 6,000 km 56 16,741 35,000 LFLRV Mean Distance Between Failures June 2018 57 km km 20,000 12,000 Bus Mean Distance Between Failures June 2018 59 km km 14,795 12,000 Wheel-Trans Mean Distance Between Failures June 2018 61 km km Assets: Equipment Availability Elevators Percent Available June 2018 98.1% 98% 62 Escalators Percent Available June 2018 97.1% 97% 63 Fare Gates Percent Available June 2018 96.7% 99.5% 64 Fare Card Reader Percent Available June 2018 98.5% 99.9% 65 Ongoing trend indicators: Favourable Mixed Unfavourable * Represents current 12-month average of actual results Toronto Transit Commission | CEO’s Report | August 2018 5 CEO’s commentary and current issues Anyone who has taken or been in Quay streetcar tunnel. Despite On July 24-25, the TTC, City of a Toronto subway station recently, mitigation measures such as Toronto and Metrolinx hosted or has read, listened to or watched prominent signage, flashing lights approximately 30 delegates from the news, is by now aware that and bollards, 26 vehicles have the American Public Transportation TTC customers are being treated travelled into and become stuck in Association for a study mission to a famous Canadian voice. the tunnel since 2014, blocking the on Innovative Infrastructure On July 31, we began playing 509 Harbourfront and 510 Spadina Development and Implementation. public service announcements streetcars from entering. Freeing The transit executives, consultants recorded by actor Seth Rogen. the vehicles is costly and time- and suppliers also visited transit Rogen generously donated his consuming, and impacts service. properties in Ottawa, Montreal time and his distinctive voice to a and Vancouver to learn from the series of light-hearted messages, The gates are fitted with reflective work being done in Canada. The each lasting approximately 20 strips and LED lights, and take main focus of our presentations on seconds, asking TTC riders to be about three seconds to open major expansion projects was on more considerate of their fellow with transponders that are governance, funding and financing, passengers, all in an effort to make being installed on streetcars. innovations and new business taking the TTC a more positive We are currently testing and processes in project management. experience for all. From holding commissioning the gates, and we subway train doors to feet on expect them to be operational later On July 30, Chair Colle joined seats to backpacks to the proper this month. Mayor John Tory and Councillor use of the emergency alarm, the Jon Burnside (Ward 26 Don Valley humorous messages acknowledge At the same time, the TTC is West) at an event to announce common courtesy irritants people working with the City of Toronto that, starting August 26, PRESTO face each day on public transit. Transportation Division and customers will be able to hop on Waterfront Toronto to conduct a full and hop off the TTC for two hours Last month, we installed gates review of the streetcar right-of-way. without paying an additional fare. at the entrance of the Queens The two-hour, time-based transfer 6 Toronto Transit Commission | CEO’s Report | August 2018 was approved by this Board at its In addition to the automated meeting of November 28, 2017 exterior washing, special power washing was conducted on We are also introducing a number problem areas such as door of other new PRESTO fare payment openings – see before and after options at the end of August, photos, below. We also deep including a Youth (age 13 – 19) cleaned seat fabric, light diffusers Monthly Pass (equivalent to the and door thresholds, as well as current youth Metropass), and HVAC return air grills and cab ends. Senior and Youth 12 Month Passes (equivalent to the current Senior and, if the closure includes an open Before and Youth Metropass Discount cut area, we can also incorporate Plan). A Post-Secondary Monthly landscaping. Pass on PRESTO will be introduced later this fall. The Stations team also takes advantage of closures to thoroughly As we reported last month, planned clean platforms, bus bays and weekend subway closures have entrances. During a closure in July, After resumed, with portions of Line 1 for example, a hot water pressure closed each weekend in July. The washing crew pressure washed the main purpose of these closures has stairs, walls, floor and platform edge been to facilitate construction of the markers on southbound platform at Eglinton Crosstown LRT or, most Davisville Station. recently, to continue installation of the Automatic Train Control signal Throughout the spring and into system. We maximize the efficiency the summer, we have conducted In July, we started receiving the first of subway closures by reviewing deep cleaning of our subway trains of our new Nova buses equipped the backlog of work in the closure to ensure that trains are clean with USB charging ports to allow zone and including additional work after the winter. So far, we have our customers to charge their as appropriate. Typical secondary completed 74 of the 82 Toronto mobile devices during their trip. work includes rail replacement, Rocket trains, and 51 of the 61 T1s. Each bus has 12, two-port locations grouting, signals maintenance, We expect to complete all trains by for a total of 24 ports throughout the cleaning drains, station painting the middle of August. vehicle including in the accessible Toronto Transit Commission | CEO’s Report | August 2018 7 seating areas. All new buses arriving We have reported previously after July will have this customer on upcoming service changes, convenience feature. including new Express bus routes that will roll out in September. At the north end of Line 1, the In October, we are bringing in a Vaughan Metropolitan Centre Station change on King Street to provide concourse connection to the York more reliable service with fewer Region’s VIVA BRT terminal on scheduled short turns.