5-Year Service and Customer Experience Action Plan
We want to hear from you!
From November 13 to December 1, we are seeking customer feedback on our 5-Year Service and Customer Experience Action Plan. We are in the third and final round of engagement on this plan. In this round, we want to understand to what degree customers support our Draft Plan.
To learn more about this Plan and let us know your thoughts, you can take a survey between November 13 and December 1. The survey is available online at ttc5yearplans.ca/survey and in hard copy via request from Khly Lamparero at khly@thirdpartypublic.ca or (647) 905-8825. Learn more about the engagement process here.
We have completed the consultation process for the 5-Year Service and Customer Experience Action Plan (2024-2028). Thank you to everyone who participated and provided feedback! This page will be updated with the latest updates and engagement reports
Starting in April 2023, the TTC began preparing a new 5-Year Service Plan (2024-2028) & 10-Year Outlook to provide strategic direction for TTC service. At the same time, we began development of a Customer Experience Action Plan, with a focus on how the TTC will improve customer experience.
Through our engagement process and technical review, we determined that a joint 5-Year Service and Customer Experience Action Plan (2024-2028) would be more effective. This long-term plan will provide strategic direction for TTC service and customer experience from 2024-2028. The TTC will use this plan to improve customer experience, make decisions about how to spend funding, and adjust service to meet customer needs and adapt to new realities.
Consultation process
From April to November 2023, the TTC engaged customers, stakeholders, internal staff, and the public to help inform the 2024 Annual Service Plan and the 5-Year Service and the Customer Experience Action Plan. The engagement followed a four-round process.
Round One – The big picture
April - May
From April 26, 2023 to May 22, 2023 we conducted a survey open to customers, TTC employees and the public. The focus of “The big picture“ was to seek feedback to inform the development of the draft plans for the 2024 Annual Service Plan, the 5-Year Service Plan, and the Customer Experience Action Plan.
Round Two – Closer look at construction
June - July
The focus of Round Two was to share and seek feedback on the draft 2024 Annual Service Plan before it is presented to the TTC Board. Specifically, TTC was seeking feedback on its approach to adjusting service as a result of major construction projects.
Engagement included:
- a survey
- stakeholder meetings
- pop-ups for the public
- focus groups with TTC customers
Round Three – Draft concepts
August -September
The focus of Round Three was to share and seek feedback on the draft concepts for the 5-Year Service Plan and Customer Experience Action Plan.
Engagement included:
- a survey
- stakeholder meetings
- pop-up consultations for the public focus groups with women, shift workers, customers with low-income and TTC staff a
- youth-led engagement process
Round Four – Final drafts
October - November
The focus of Round Four was to share and seek feedback on the draft 5-Year Service and Customer Experience Action Plan before the plan is presented to the TTC Board.
Engagement included:
- a survey
- stakeholder meetings
Consultation Documents
Round One
Round Two
Round Three
- Stakeholder meetings summary
- Employee focus groups summary
- Customer focus groups summary
- Survey summary
- Pop-ups summary
- Youth Ambassadors Report
Round Four
Sign up for Plan updates
If you would like to receive updates about this Plan, please send an email to planning@ttc.ca, with the subject line “5-Year Service Plan & Customer Experience Action Plan”
Each of these five pillars are accompanied with specific actions outlined in a multi-year 20-point action plan. The action plan is a blueprint that identifies major service-related initiatives to be implemented every year and the associated resources required.
Actions in the Plan will be reviewed, refined and finalized on an annual basis. Every year, staff will prepare an Annual Service Plan that measures past performance, presents actions for the upcoming year and identifies resource requirements that will serve as the basis for TTC’s annual Operating Budget and 10-year Capital Budget submission.
The TTC’s 5-Year Service Plan & 10-Year Outlook will benefit hundreds of thousands of local and regional residents who use the TTC daily to access employment, educational and cultural opportunities. The Plan improves our customers’ experience when planning a trip, waiting at stops, riding our vehicles and making connections with neighbouring transit services and other mobility options.
The Plan was developed in consultation with customers, stakeholders and partners at City Hall and in the 905. We are confident this Plan meets the needs of our customers. In fact, more than 95% of customers and stakeholders who reviewed the Plan declared their support.
Review the 20-point action plan.
Community consultation and pop-up events
The 5-Year Service Plan & 10-Year Outlook has been prepared with the public and stakeholders through an extensive engagement program. Feedback received through the consultation contributed directly to the strength of this plan.
Phase 1 consultation results
An online survey was conducted in spring 2019. Read the survey results.
Phase 2 consultation results
A City-wide Stakeholder workshop was held in June 2019. Read the workshop summary.
Six pop-up public consultations at different locations across the city were held in July 2019. Read a summary of the feedback received.
An online survey was conducted in summer 2019. Read the Phase 2 consultation survey results.
Phase 3 consultation results
An online survey was conducted in fall 2019. Read the survey results.
Two City-wide stakeholder workshops were held in October 2019. Read the workshop summaries for the first session and the second session.
Sign up for Plan updates
If you would like to receive updates about this Plan, please send an email to planning@ttc.ca, with the subject line “5-Year Service Plan & 10-Year Outlook.”