Friday, January 22, 2010
VERITAS: FIRST DOWN - TTC ANNOUNCES REVIEW PANEL
Now that people are getting used to the new, higher fares, the TTC is wisely changing the channel by announcing a new effort to assess exactly where and how it can truly become the better way. TTC chair Adam Giambrone and Chief General Manager Gary Webster announced plans to bring together what they call a “blue ribbon panel” of outside experts to advise the transit system on how to improve. "There have been other attempts [to improve service] in the past. Clearly, though, I think those haven't worked. So at this point you have to say, 'Look, we've tried a number of initiatives, they haven't worked.' Now we're going to take the next step,” Giambrone told reporters. Good messaging, especially in the face of a 20 per cent increase in complaints. But he fell short of a Touchdown due to lack of details – no specifics on who would be part of the panel or what “blue ribbon” credentials would be brought to the table. Still, being seen to be consulting and listening to your customers is as important as actually doing it. Good start.
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Fumble. Reasons (and not because I am totally jaded customer):
(as T&F stated) no specifics on who would be part of the panel or what “blue ribbon” credentials would be brought to the table. Ridiculous. Might as well say: we're going to get some people to do some stuff. An announcement with zero substance.
Yet another 'expert' panel attempting to improve TTC service. Will/does this panel actually ride transit? Members should be forced to risk life and limb at the Yonge/Bloor interchange with a baby stroller during rush hour to see if the system is working. Do this for several months then report back.
I love panels of 'experts' or consultants, lots of theories and ideas and not responsible for real-life execution. I can easily tell someone how a clock should tell time but I'd be damned to build one.
I didn't see or hear in any stories when the panel will be struck, when they will report back findings and to whom. I completely disagree with the notion, "Still, being seen to be consulting and listening to your customers is as important as actually doing it." I would love a ‘what has been done to date?’ follow-up news story in three months.
If the TTC honestly wants to listen to customers and fact find, hit the streets and consult with the very people who actually use the system. That would be a Touchdown and Game, Set, Match.
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