Bone-Headed Move By Toronto City Hall – What Else Is New?

Local politicians sometimes – correction – often – act first then deal with the consequences of their thoughtless acts later.

Take city officials in Canada’s largest city as a case in point. Yesterday, City of Toronto council voted in a new controversial anti-idling bylaw, which will now cost the city thousands of dollars to enforce on its own city-run transit system.

Toronto has had an anti-idling bylaw for years, prohibiting drivers from letting their vehicles idle for more than three-minutes, else they get a hefty fine.

The new anti-idling bylaw is stricter, prohibiting drivers from letting their vehicles idle for more than one minute – sixty-seconds – else they get a hefty fine of $125CDN.

Cutting the legal time limit down to a mere minute for idling won’t green the planet any more – well maintained vehicles spew most of their toxins on start-up. So forcing drivers to stop and then re-start their engines may actually cause carbon dioxide levels to go up, instead of down in the long run, especially on short stops.

Though restricting idle times will discourage motorists from letting their vehicles sit for long periods of time – which is a good thing.

Where things get sticky for the City of Toronto is for its transit system. Prior to the new anti-idling law, the Toronto Transit Commission (TTC) was fine with the three-minute anti-idling regulations. But under the new minute policy, they could face fines and/or mechanic bills in the tens of thousands of dollars.

Today, TTC spokesman Brad Ross explained why the city’s bus drivers can’t comply with the city’s new law.

"Heavy diesel engines such as buses, (and) tractor-trailers need at least three-minutes to cool down before we shut a bus off. If we don't do that it will damage the engine, particularly the turbos within the engine, and when you damage those you're looking at about $8,000CDN per engine," Ross explained.

Ross says the TTC asked for an exemption from the new bylaw, but council declined that, because of complaints they received from residents about idling buses.

So what happens when the new bylaw is implemented?

Will TTC bus drivers get ticketed? If they do, chances are the City of Toronto itself will have to pay those tickets, which seems like the cat feeding the rat.

Or will TTC bus drivers obey the new bylaw, and in the process kill their bus, at a cost of $8,000CDN to fix?

Just another act now deal with it later bone-headed plan by politicians that failed to think things through.

If City of Toronto politicians really wanted to do some environmental good, they’d create policies and laws which discourage vehicle use during peak rush hour times in the city – like London, England has done.

In the United Kingdom, aside from emergency vehicles, buses, taxis and delivery vans, you can’t drive in London’s downtown. This curbs traffic congestion, by forcing people to take more environmentally-friendly options for urban travel – such as walking, cycling or taking public transit.

Now that plan really does clean the air.

So how about it Toronto – do you really want to make the world a better place?

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Toronto’s On-Again-Off-Again Plans a Sign of Lying Leaders

Over fifteen years ago, Canada’s largest city had a massive public transit plan to keep gridlock at bay, and move the then 2.5 million residents around the city.

Back then, the province of Ontario made big sweeping announcements, including it's boldest promise -- to have a one-fare system across several regional transit authorities, so that you could ride public transit from Mississauga in the west, all the way to Pickering in the east, and only pay one fare.

That never happened, nor did most of those big sweeping plans.

Over fifteen years later, despite numerous plans since, nothing has been done to move the now over five million people around, and gridlock is a nightmare most of our waking lives.

Today, the province re-instated it’s funding for the latest massive public transit plan – Transit City. In a letter to the city, they promised all four light rail lines would go ahead, however the letter has no mention of how the province will accomplish this, failing to provide a breakdown of funding for the 10-years of the plan.

It is so typically predictable that politicians hand out mega sums of money for massive projects just prior to an election, only to somehow forget their promises once re-elected, that people have become cynical, jaded and frustrated with the constant on-again-off-again promises.

If politicians want to really win re-elections, maybe they should stop making promises they have absolutely no intentions of fulfilling – for one – and actually living up to the promises they do make prior to an election – for two.

That’s it, it isn’t rocket science. You don’t have to spend a million dollars on some third-party consultancy composed of recent MBA graduates to conduct a study about how to win back public support and trust – just do what you said you would.

Sheesh.

Worse part about the constant on-again-off-again planning of our lying politicians – because that IS what they are – is by putting off good sound planning, our cities, towns and villages – the places we eat, sleep, live, work and play – continue to erode.

Regardless of whether you drive a big honkin’ gas guzzling four-by-four SUV, or take public transit, by not funding mass public transit plans, you – and everyone else – suffers.

Without a proper public transit system in place, growing in step with the growth of the city, town or village where you live, that means everyone will drive. And that means when you hop in your car to go to work, so will everyone else. And that means you’ll have to either constantly arrive late for work, or leave early, just to sit in traffic, so that everyone can get to work. Going home later will be the same mess, just a different direction – and you always want to get home faster than you do to work.

By continuing to fail to live up to their public transit plans, our politicians also show us their true environmental face – and it is anything but green.

Obviously, if the politicians use the environment to get elected, they know it matters to most of us. But by quickly using the funding they promised for environmental initiatives – like public transit – for other uses, it shows they themselves really don’t care about the environment.

Guess lying to their constituents – like you – just comes natural for our donut dunking drones in political office?

Who’s willing to bet that the Transit City plan for Toronto will suddenly disappear AFTER the next provincial election?

Put my name on that list -- I like easy money.

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Canada’s Largest Transit System Continues to Suffer a PR Nightmare

Why does Canada’s largest public transit system have a constant customer relations problem?

Is it because the Toronto Transit Commission’s (TTC) chair was tossed out of the mayor’s race during a very public love triangle which went wrong?

Is it because of consistent fare hikes, making it one of the most expensive public transit systems in the world?

Is it because a rider caught a TTC ticket taker sleeping on the job?

No – it is none of those – and all of those reasons in a sense.

The problem is the TTC fails to listen to their customers – and like all companies that lose touch with the people paying for its products and services, eventually that’s going to cost it.

The TTC even announced it was paying thousands of dollars to hire third-party consultants to improve customer relations – showing that at least the TTC isn’t completely unaware of the problem.

Recent polls on several local news organization’s websites sum up the current problems with the TTC. The transit authority recently said it will invest billions of dollars to put up suicide prevention barriers on its subway platforms. They made this decision based on a report which says there were 18 subway suicide attempts last year. At a cost of $10 million per station for the cash strapped transit operator, we’re talking more fare increases, and possible route and service cuts to pay for a handful of crazy people that will probably find some other way to end their lives.

Not that suicide should be taken lightly – anytime a person is in danger of taking their own life, we as a society are obligated to act to prevent such a travesty. However, putting up barriers isn’t going to do anything but cost more money than we have.

Anyone willing to jump in front of an oncoming subway train will simply find another means to end their life. The answer to suicide prevention isn’t removing all possible ways to end one’s life – otherwise we’d all live in plastic bubbles. The way to prevent suicides is through education, communication, therapy, and if need be, hospitalization.

Most people that attempt suicide don’t really want to end their lives, they use it as a wakeup call to those around them that they need help. The few that actually do intend to go through with it are past the point of no return, and there really is nothing we can do for these individuals – regardless of all the barriers we toss in front of them, they will just find another way to harm themselves.

So it should come as no surprise that the surveys on the local news websites show an overwhelming majority of respondents opposed to the TTC spending billions of dollars on suicide prevention barriers.

And in typical TTC fashion, the TTC continues to muddle along its own path, completely oblivious to their customer’s concerns.

Which is why the TTC has an image problem – they just don’t listen.
Maybe the thousands of dollars the transit authority paid for third-party consultants won’t be all for nothing – if those consultants are worth the big bucks they are being paid, they should simply recommend the TTC listen to their customers and act accordingly.

But if the TTC doesn’t listen to its customers, they probably won’t listen to their consultants either. And so their customer relations problems will continue, ridership will decline, and there could be more violence on the locally called “rocket.”

All because Canada’s largest transit system just doesn’t listen.

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Canada’s Largest City’s Public Ambassador – A Thug?

Bus drivers in Canada’s largest city are pissed off, and they aren’t going to take it anymore. Problem is, much of what upsets them is caused by their own immature unruly behavior.

Over the past couple of weeks, the Toronto Transit Commission (TTC) which operates 150 bus and streetcar routes, three subway lines and the above-the-ground Scarborough Light Rail Train (LRT) has faced some very public gaffes.

A couple of weeks ago, a person took video of a TTC subway collector clearly sleeping in his collection booth – when he should have been collecting fares from passengers. The video made international headlines, thanks to the ‘viral’ media of the web, when it was posted on YouTube, and not only was an embarrassment to the transit operator but also the city.

Transit employees are often the first point of contact visitors to a big urban jungle like Toronto encounter, and so they represent not just their employer, but in a sense, the entire city.

Though you wouldn’t want to meet some of our city’s bus driver’s in a dark alley. Last week, a bus driver got off the bus in the middle of his route to make an unscheduled stop at a local donut shop. He left the door open on his midnight-run route, leaving passengers unprotected from both the elements and the world. Passengers complained they were cold, though in the wee hours of the morning, they could have easily been mugged, robbed, or worse.

Upon returning to the bus, a passenger confronted the driver, asking him not to delay the already late bus any further. The driver just snarled back his employee and bus route numbers and said go ahead and file a complaint “my union will protect me.”

Are labor unions in the business of protecting thugs and low-lifes now too? This bus driver certainly displayed thug-like behavior, threatening the passenger with “his transit badge” as a force to be reckoned with.

Testing this force, the passenger snapped some photos of the driverless bus while the person who should have been behind the wheel doing his job wasn’t, and these photos also ended up on the Internet for the world to see.

Media attention quickly narrowed in on the TTC and the city, as the largest public transit operator in Canada – and one of the largest in the world – was quickly gaining a bad reputation on the international stage.

TTC management issued a letter to all their drivers, reminding them that they are front-line employees, and customer service is of the utmost importance. In his letter to his drivers, TTC General Manager Gary Webster says he knows the recent problems are from a minority, most provide excellent customer service. However, he – rightly – points out that all it takes is for the minority slackers to create real public relations and customer relations issues for everyone else – which is what happened.

Not a harsh letter by any means, it was balanced with praise as well as condemnation. It wasn’t threatening, nor was it an angry letter. It was what it should have been – a communication from management to praise employees for their hard work, while providing some feedback and a solution to the recent public gaffes. Webster indicates that they are looking into resolving these issues, and he does mention that those caught doing things they shouldn’t on the job will be held accountable.

However, “the union will protect me” mentality runs deep at the TTC. The letter was sent out on Saturday, and today there are rumors about TTC operators working-to-rule in protest. The TTC’s union is stepping away publicly from the work-to-rule job action some drivers are claiming to be engaged in. The union has not mandated any public protest, so it would be wrong to work-to-rule.

Though the real issue isn’t working-to-rule (a work slowdown by union members used as a negotiation tactic to get what they want) or the content of the letter for that matter. The real issue which Toronto residents should be concerned with is the thug-like behavior of their unionized transit operators.

Yes, every time the city’s transit system goes on strike, Canada’s largest city practically shuts down. For many the TTC is their lifeline to the world – without it, millions of people are unable to get to work to make money to pay for their food, clothing and shelter.

However, instead of taking their importance with a sense of pride, TTC workers use it as a tool to hold the city hostage whenever they don’t like something about their jobs. Be it salary, back-pay, benefits, or most recently -- getting caught misbehaving on the job -- unionized TTC employees use their union and their importance in keeping the city functioning to get what they want.

Wish I was able to do that – like most people, if I don’t like something about my job, my only choices are either to quit or just deal with it.

And we aren’t exactly talking about life or death needs either – sleeping on the job or grabbing a donut in the middle of work aren’t serious enough to warrant the driver’s thug-like behavior.

Nobody wants to be made a fool of, especially in this era of cell phones with cameras, and high traffic websites to upload those images too such as YouTube.
But because of cell phone cameras and globally popular websites like YouTube, anyone can be made to look good or bad, anywhere, anytime and viewed by anyone, anywhere, anytime.

And if the TTC’s bus, streetcar, subway and light rail operators continue to act like thugs, bullying their customers, then they will constantly be under the media microscope from around the globe.

And worse than just a bit of bad press, as the tension grows between the city’s thugs – I mean bus drivers – and their customers, their non-unionized bosses and the city, potential visitors to Canada may stay away, because our city’s most visible public face isn’t one you’d want to meet in a dark alley – or even in a donut shop.

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Canadian Transit System Doesn’t Listen – Spends Thousands Instead

Canada’s largest transit system – always begging and pleading with governments for funding – is about to drop tens of thousands of dollars for no good reason.

The Toronto Transit Commission (TTC) is turning to third-party private consultants to investigate and solve its customer service problems. Last year, the TTC says it received about 31,000 complaints, an increase of 15 percent from the year before that. Fare increases, delays, rude employees and restrictions on token purchases are among the top complaints according to the transit operator.

However the biggest problem with Canada’s largest transit system won’t be resolved by spending the estimated tens of thousands of dollars on these private consultants.

A world-class city, such as Toronto, can afford to spend the big bucks to bring in only the best of the best to listen, consult and then advise the TTC on how to improve their customer service.

And when you pay the big bucks, you usually get what you pay for – exceptional advice.

But that’s just the problem with the TTC – they don’t listen to, or act on the advice from their customers. So spending tens of thousands of dollars they don’t have – they probably will raise fares to cover this expense – is money in, money out, and money gone without any result.

Many companies hire consultants to research, investigate, and resolve their various issues and concerns. But it is up to the company to implement the solutions their consultants suggested. And there are infinite examples of companies spending mega-bucks on high-priced consultants, only to ignore those consultants, try their own fixes, or worse, just continue doing business as they always have been.

Now no one can predict the future, so maybe – just maybe – the TTC will actually take their consultants word as the new way to win back customers.

But stop and think for a second, according to the TTC, they admit to receiving over 31,000 complaints from their customers. Not every complaint comes with a solution, and many of those complaints may be unjustified, or unfair. We all have bad days, and sometimes all it takes is that one last straw to break, and we’ll go off venting our rage, digging into whoever or whatever happens to be around at the time.

Though when you get about 31,000 complaints, some of them are bound to be valid, and many of those valid complaints may even have solutions impeded within them.

And that is the real cause for all the fuss – a serious lack of listening.

Canada’s largest public transit operator just doesn’t listen to its customers. You don’t need to spend tens of thousands of dollars on complete strangers to figure out what is wrong with the system, and how to fix it.

If even just a handful of people call in to complain about a bus route which never follows the posted schedule, do you really need to spend thousands of dollars to figure out what to do? The solutions are simple – ride with the drivers on that route to figure out if the schedule is out of whack with reality, change it, and post the new schedule so that passengers know it.

If a number of people complain that a specific bus driver on a specific bus route is always rude, drives dangerously, and freaks out the passengers with sudden stops, running red lights and other pleasantries, you don’t need to be a rocket scientist to solve this problem. Replace the bus driver – simple – done and it didn’t cost tens of thousands of dollars in consultation fees.

Companies which listen to their customers – their complaints, concerns and kudos – succeed. They are the ones that know their customers, and know what they are doing right and wrong, so they can continue to do the right things, while working to improve the things which their customers can’t stand.

If anyone at the TTC is listening – which would be a pleasant surprise – don’t spend money on consultants to tell you what you already know or have access too. Just take the time to listen to your customers, and do what you can to make things right with them.

The Politics of Pettiness

Canada’s largest transit system continues to bungle a boondoggle of a mess, stranding riders all to save a buck.

The Toronto Transit Commission (TTC) announced earlier this month they were going to raise fares by a quarter. These fare increases are nothing new, Canada’s largest public transit system continually is ignored by all three levels of government.

The fare increase of a mere quarter may not seem like much to those of us sitting in our luxury SUVs,

Image by TransferPoint via Flickr

but means a great deal to the lower class, working poor, which comprises the majority of the TTC’s over 460 million passengers annually (last year the service set an annual record, with just over 466 million riders.)

For most of those regular riders, the TTC is their only method of travel, so they depend on the service to do life’s basic necessities – such as going to the grocery store to buy food, going the drugstore to get much needed medicines, and going to work to earn an income to pay for it all.

But, in a boneheaded move which still has many of Toronto’s transit riders – and even some of us who don’t take the service – shaking our heads in bewilderment, the TTC has made it almost impossible for many riders to take the service, all in attempt to prevent lost fare revenues.

Just prior to fare increases, the metal tokens passengers use to pay for the service normally sold in abundant supplies are limited. This is done to prevent hoarding of tokens, so that those taking the service don’t stock up at the old price.

But this year, the TTC announced they weren’t selling tokens at all, until the new higher fare took effect in the New Year. Instead, they’d be issuing temporary tickets which would become invalid immediately in January.

Problem though, some TTC riders were left stranded where they

Image by TransferPoint via Flickr

were, simply because they didn’t have any tokens left, and these temporary tickets were nowhere to be found. The TTC claims they printed enough of these temporary tickets to meet demand, but admits they supplied their subway collectors first, and that many retailers had called in complaining they were out of stock.

So, if you happened to be within walking distance of a subway station, no problem, you could make the hike to get these new tickets – which incidentally were introduced in a period of less than 24-hours, even the media didn’t know about this new scheme until the night before. But if you weren’t within walking distance of one of the 69 subway stations, you were out of luck.

The TTC’s excuse? It estimates it could lose about $13 million in fare revenues by people buying tokens in bulk prior to the fare increase, so they cut off the token supply. But in so doing, they also cut off access to the system for their riders – which in effect would cost them fare revenues because people couldn’t get onto the system.

Usually tickets are sold without any limits, because newer tickets are printed when the new higher fare takes effect, so collectors and drivers can tell when someone is attempting to use an older, outdated ticket. The tokens on the other hand, are continually re-used.

But in past years, to beat the fare increases, or even to ride for free, some creative-types were able to duplicate the paper tickets, essentially creating their own exact copies.

Image by Canon Fodder XT via Flickr

So, earlier this year, the TTC stopped selling tickets altogether, only issuing either tokens or passes. This only compounds the problems once the TTC stopped selling tokens – which was a really bad idea period.

Who’s brain-dead idea was it to suddenly, and without any warning, stop selling the primary payment method most of the over 460 million annual riders use to take the transit service? That’s like your bank suddenly telling you they no longer accept cash.

As per usual with Canada’s largest transit system, time will pass and eventually cooler heads will prevail, as people forget the current fiasco. Though if the suits and ties that drive to their offices in their own personal vehicles, instead of taking the actual service they manage, actually cared about the service they provide – or in this case failed to provide – heads would roll.

In any other company, a marketing, public relations and customer service blunder as big as this would cost those responsible for the mess their jobs.

Not Canada’s largest transit system – it just plows on through as if nothing went wrong. And that perhaps is even worse than the mistake in the first place. We all make mistakes, but the TTC’s top brass is too arrogant to own up to their mistakes.

Not that they didn’t learn anything from this whole mess – but learning from one’s mistakes is only part of the resolution. One also has to be willing to take ownership and acceptance of the initial mistake to make a real difference in the lives of those affected.

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Toronto’s Transit Cops Dawn Miss Manners Hat

Canada’s largest city enacted a new way to ensure the public behaves while riding city-run vehicles – by charging outrageous fines.

Toronto Transit Commission (TTC) riders that fail to give up their seat to an elderly or disabled person could be fined a whopping $195CDN fine plus $35CDN provincial tax. The same fine could be handed out to those putting their feet up on the seats, jumps a turnstile, blocking a doorway, even just using offensive language.

Image via Wikipedia

Granted, none of these things are polite, but has society really fallen so out of sync with itself, that we need our government to babysit us?

And what rights do our publicly funded governments have in deciding who gets fined for not being polite, and for that matter, how much of a fine is worthy of the punishment?

The TTC’s Special Constables began enforcing the new fines today, with the goal to educate people and let them know these things are unacceptable. Transit cops have the authority to decide if they fine someone, or just issue a warning.

But then again, do we really need glorified security guards telling us how to behave in public? Should these things already be a given? And even if they aren’t, is it government’s role to tell us how to behave?

How much further could this Big Brother approach to enforcing polite docile transit riders be taken? If you are walking down the street, and an elderly person tries to cross a traffic light, would they then take it upon themselves to fine you hundreds of dollars for not assisting that elderly person cross the street?

There has always been a thin line between the role of the self and the role of governments in society. The role of the self – YOU as an individual in society – should be pretty self-evident, common sense even.

Sadly, common sense isn’t all that common, and as more our global village becomes all the smaller, people from other countries don’t acknowledge the same values and beliefs indoctrinated into our Canadian society.

When I was kid growing up, my parents led by example, holding doors for people in wheelchairs and on crutches. Threatening to wash my mouth out with so

Image by sofafort via Flickr

ap if I swore in public – there’s nothing like a mouthful of dish soap to keep you from doing that again!

We didn’t need a government to issue warnings and fines to tell us right from wrong, because these things were passed down from parent to child within our Canadian society.

And many of these things are common outside of Canada, the States, and elsewhere.

Truth is, rude people aren’t ignorant of proper manners, they are just – well – rude. If you see an elderly person struggling to get on the bus with their canes and walkers, it is no less than human nature to offer to help that person. That’s just common sense.

But then again, common sense isn’t all that common – in the public sphere, and at government offices where they reason warnings and fines are the best way to handle rude people.

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