Webster Is Right On The Money,,,

...judging the employees by the actions of a few is as unfair as judging the whole system based on the complaints of a "small" group. If we want perfection we should be prepared to pay for it rather than expect someone in small town Ontario to subsidize the fares.

TTC bid to get back on rails

Letter from boss to employees

By Gary Webster, Chief General Manager of the TTC

The TTC’s reputation has been thrown under the bus in recent months for everything from service issues to staff blunders. The TTC’s Chief General Manager, Gary Webster sent this letter to his employees. Do you think it will change anything?
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Much has been said about the TTC in the last few days, weeks and months. Some of the criticism has been warranted and should be considered as constructive. And, yes, some of the criticism has been unfair. But in public service we must be prepared to receive criticism, learn from it, and then decide how best to respond.
Isolated incidents are not representative of the overall service we provide to our customers. I know that – and so do you.
There are many good things we are doing today and planning for in the future, including new subway cars, new low-floor streetcars, an automatic fare collection system, a subway extension, implementing the Transit City Light Rail Plan and providing new forms of customer information to improve the TTC experience. There is more service on the street today than at any time in the TTC’s history.
Public transit is vital to a city the size of Toronto and our customers expect good service. All the surveys and feedback we get from customers tell us that service is what’s most important. How we deliver on that service, however, is an individual responsibility.
We can all do better. What do our customers expect from us? Do we want them to wonder what their next trip on the TTC might be like, or do we want them to look forward to a reliable, safe and courteous trip?
Each of us needs to think about how we are doing our jobs and how we interact with our customers. None of us is perfect, nor are our customers. But as public servants, we have a unique and important responsibility to meet, if not exceed, customer expectations.
Issuing notices telling employees to not sleep on the job would be ridiculous. Nor do I see a need to issue a common-sense list of “Do’s and Don’ts.”
The TTC is on the frontline of public service. We need to demonstrate – today – that the TTC does care about its customers and that meeting their expectations is critical to our continued success.
In the coming weeks you’ll hear more about the TTC’s review of customer relations. I am proud of the TTC and the women and men who work here. And I speak for all of us, as well as the members of the Commission, when I say I also want our customers to be proud of the TTC.