Customer Service Advisory Panel (CSAP)

September 2010

The Commission received a presentation on Aug. 23 from Steve O’Brien, Chair of the Customer Service Advisory Panel (CSAP), on the final recommendations in the volunteer group’s report entitled, Improving the TTC Experience: Laying the Tracks for a New Era of Customer Service.

The report includes 78 thorough observations and accompanying recommendations designed to help the TTC re-focus its efforts on customer service. Areas of study included communications, training and human resources, customer engagement and complaints and commendations.

“As the TTC focuses more on customer service, and customers gain a better understanding of how the TTC operates, improvements can be made in relations between employees and the public and the image of the TTC as a whole,” O’Brien said. “This report is a significant first step in moving the TTC to a position where it can improve its levels of customer service, which will result in a greater level of satisfaction.”

Commissioners endorsed the recommendations in principle and directed the TTC Chief General Manager to begin the process of hiring a chief customer service officer, as well as report back on a move-forward implementation plan at the Sept. 30 Commission meeting.