TABLE OF CONTENT PROBLEMSTATEMENT
01
VISUALRESEARCH
09
RESEARCHQUESTION
03
THINKINGDISCUSSION
13
LITERATUREREVIEW
05
SOLUTIONDISCUSSION
15
RESEARCHTACTICS
07
RECOMMENDATIONS
19
BIBLIOGRAPHY
20
STATEMENT
OF YOUR CHOSEN
PROBLEM Toronto is one of the many locations worldwide with which heavily promotes the use of public transportation. There are quite a few environmental and financial benefits that comes with minimizing the use of personal vehicles use. However, the TTC may not be the better option in its current state, considering the issues that are associated with it. Compared to the advanced transit system to other countries like Japan, the TTC is severely lacking in terms of reach. In the recent years, progress can finally be seen as the TTC is pouring all of their efforts into expanding the subway map as well as implementing the presto collaboration. At the moment, the buses in Toronto are categorized into: regular, express, downtown express, blue night and community, all totaling up to over 140 routes. There are only 4 subway lines and 11 streetcar routes. However, the distribution of the buses can be quite inaccurate. For example, the 36 Finch West bus which runs towards Finch subway station, is also on the path towards multiple schools, two hospitals, community centres, as well as public libraries. It is one of the busiest bus routes in the city with approximately 43, 952 daily riders (Florida et al., n.d). From personal experience, the buses are constantly packed to the brim during rush hours. Unfortunately for commuters, rush hours occur befvore and after school hours which equates to an unusually high amount of student passengers. Although the new and much longer buses is improving the situation, it is still filled at capacity during busy times. Meanwhile, there are buses like the 99 Northbound Rd which is still running despite rarely being used.
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On the other hand, the TTC had once announced that they will be removing bus stops at six locations in Scarborough and North York, including: Sheppard Ave. E. at Massie St., 4770 Sheppard Ave. E., Bathurst St. at Danby Ave., Jane St. at Courage Ave., 3400, Keele St., 652 Finch Ave. E (Fan, 2016). Reportedly, this act of removal will force commuters to walk up to 400 metres to the next closest stop (Ibid). Even though residents have stated that the stops listed are in busy areas with condos and townhouses nearby. Unfortunately, the residents are comprised of newcomers to Canada and cannot express their protests properly. On top of the removals, there are bus stops to be relocated, including: Danforth Ave. at Sneath Ave., Danforth Ave at Leyton Ave., Oriole Parkway at Frobisher Ave., 1180 Albion Rd., The Queensway at Smith Ave., Weston Rd. at Mainshep Ave (Ibid). While the removal has been cancelled, TTC stated that their decision was made due to traffic safety concerns for passengers crossing to the pedestrian refuge island. However, considering that not everyone can afford a car, this decision threw commuters off-guard as they would have been disconnected from a link to public transit.
Moreover, The TTC website should be the place where commuters can go to receive updates on the latest information regarding their bus routes. Unfortunately, that is not the case. More often than not, information is received and passed on by-the-mouth. It is also common to find news of the TTC—old or current—through the media such as news website rather than at the source itself. For instance, the information regarding to-be-removed and relocated stops above were gathered on the CityNews website. There is nothing of this change on the actual TTC website. This lack of update is further proven with three other removed locations, found through personal investigative research.
POOR
In addition, the TTC’s enforcement of Proof-of-Payment (POP) is unbalanced and ineffective. This is either a display of poor employee training or a general lack of interest on the workers’ part. From personal experience, most stations, bus, or streetcar will not bother to check if their passenger needs a TTC Photo ID.
However, one university student was fined $256 CAD for not having one in December, 2016. The anonymous student was originally from Scarborough. In September, 2016, she moved to Toronto to start her first year at OCADU. Unfamiliar with the TTC, she began to use a post-secondary Metropass without a TTC Student Photo ID. Unfortunately, the student was randomly selected to be checked for a POP at Spadina station on December of the same year. After showing her school student card, she was still issued a fine. The student was never once informed from the time she bought the pass as well as during the four months that she was using it before the surprise inspection. Initially, it was insisted that due to “policy”, the student must pay the fines regardless of having a school ID; quite counterproductive if the point was to prove her student status. However, they later retracted their statements, claiming that they will waive the fees if she buys one within two weeks.
COMMUNICATIONS
The first is a 35A bus stop at the intersection of Yorkgate Blvd and Hullmar Dr which went unnoticed. The second being a stop located in-between Sentinel Rd. and the Catholic high school, James Cardinal McGuigan. At roughly 1493 Finch Ave W., there is a garbage can located at every TTC bus stops, evidence that there used to be one. Thirdly, there is a garbage can, bench, as well as pavement where a bus shelter used to be, located at 281 Finch Ave W., but with no bus stop in sight. As expected, this change can only be noticed by frequent commuters of the area, rather than on the TTC website (pictures on page 10).
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Overall, the TTC is very poor at handling and distributing information. In their effort to save money, paper-printed bus and streetcar schedules will no longer be replaced throughout the city (Hains, 2016). The high rate of inaccuracy of the expected arrival times are most likely due to it being outdated. On top of that, the transit system is already plagued with unexpected delays caused by various reasons. The more prevalent causes are constant short-turns or technical difficulties. Currently, a number of people are able to rely on third-party phone apps in order to receive live updates of bus delays and arrivals. Fortunately, some of those apps offers an offline option as not everyone has constant access to data or Wi-Fi.
RESEARCH
QUESTION
&
ITS RATIONALE “ WHAT PROBLEMS ARE PLAGUING THE TTC, CAUSING DELAYS AND PREVENTING GROWTH? �
The question targets mainly the current issues that leads to an overall poor service.
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Although Toronto’s public transportation system is finally expanding steadily, it still has yet to fix the current issues at hand. Information on the TTC is readily available on the internet but it is greatly insufficient otherwise. As a growing city, Toronto was severely lacking in terms of development around the 80s to 90s. Ideally, the transit system should have been built as the city is developing in order to cope with the influx. However, Toronto waited until the city had a huge influx of people to realize an expansion was needed. To prevent this, the city was supposed to build in anticipation of what’s to come, not as in response for what is happening.
Due to the Toronto’s late development and poor planning, the TTC is putting most of their focus on expanding the subway lines. In turn, other aspects of their system suffers. Throughout the entire city, the most reliable bus route at 8 Broadview only had a punctuality rate of 89% whereas the least was 44% at 97 Yonge (Florida et al., n.d). While the delays continue to increase, so do the bus fares. Recently, student and adult fares increased another 10-cent, which will be the sixth time in six years (Spurr, 2016). Commuters end up spending more and more on the accumulating costs of the TTC for unsatisfying service.
fig.1 & 2: Advanced tap-n-go PRESTO integration into the TTC versus TTC’s outdated paper transfers
fig.3: The new map of the TTC subway system; post-expansion.
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Oliver Moore from the Globe and Mail explained one of the causes for subway delays are due to the mechanics of the new Toronto Rockets. The safety system ensures that the train will not move unless all the doors are closed. If it is unable to three times in a row for any reason, the train will be taken out of service. If that is the case, passengers must be unloaded and wait for the next one to arrive. Even if it does not reach the third attempt to close, a few extra seconds wasted on trying to can trigger a butterfly effect. Richard Gilbert, a Torontobased consultant on energy and transportation stated, “Several transit systems in third-world countries provide users with a better experience than transit users have in Toronto, where crowding, decay, and daily indifference to the plight of users are endemic” (Gilbert, 2014). He discusses the proposals for the public transit system of the mayor candidates and their issues. The conclusion came down to a failure in addressing TTC’s current performance and inability to coordinate land-use and transit planning (Ibid).
LITERAT
In addition, Christopher Hume expressed his displease with Toronto Transit Commission chair Karen Stintz or its general manager Andy Byford. Even though the subway took an hour to get from Eglinton to Bloor, passengers were not informed about why they would late through no fault of their own. Hume voiced that, “…its managers remain utterly oblivious to passenger needs; they’re more focused on rolling stock, track gauge and politics to have much time left over for the users” (Hume, 2013). The ticketing system is outdated and utterly ridiculous. Unless the commuter uses the TTC almost religiously, lining up monthly for the Metropass which ranges from over $116 to almost $150 puts people extremely over budget. Hume explains, “The truth is that the TTC still hasn’t learned how to put passengers first. The organization is busy battling the self-appointed experts on city council who all think they know best. That, combined with a civic culture indifferent to transit, has left the TTC weak and demoralized” (Hume, 2016).
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fig.4: Bloor–Yonge Station during a service disruption on the Yonge line.
TURE REVIEW To top it off, James Armstrong and Leslie Young from Global News disclosed that the 29 Dufferin bus alone, has short-turned more than 38,000 times since January 2, 2012. Mainly due to traffic, the TTC has accumulated to over more than 333,000 short turns since the 2012. Though there are many reasons, the main goal is to fill the gap. They clarified, “When buses are running behind due to traffic, construction, weather or a number of other reasons, the delay can create gaps in service going the opposite way on the same route” (Armstrong et al., 2014). Moreover, when the buses are delayed, they can start bunching together and causing more gaps along the way. This causes the buses to arrive in groups of two and more, abandoning the passengers who had the misfortune of reaching the stop a few minutes late.
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fig.5: TTC buses en-route in packs of multiple consecutively
DETAILED DESCRIPTION OF
PROPOSED RESEARCH TACTICS & HOW THEY WOULD BE EMPLOYED
Through personal experience with the system as well as looking at their previous customer satisfaction surveys, the TTC would do well to employ more suiting research tactics; one of which would be marketing research.
According to “A Designer’s Research Manual Tactics”, this tactic is a form of sociology that focuses on studying the relationship between human behaviour and the market-based economy. This method of research operates through the involvement of multiple strategies surrounding consumer preference, consisting of: demographics, focus groups, psychographics, surveys and questionnaires, web analytics, colour theory and predictions, literature review, as well as personas. One thing TTC is severely lacking in is their communication with their passengers which results in overall poor performance, rejecting the voice of the mass it serves. Therefore, marketing research is the best option to learn otherwise as it can be conducted as qualitative or quantitative as well as formative or summative. To elaborate, qualitative includes focus groups, interviews and other observational techniques. Although the TTC
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have done this a few times the past, each conducted involved a mere 1000 respondents (read more on page__), compared to the large scale of ridership in total. This leads to an extreme bias in the results. Exploratory or formative role can be used to determine what areas are in need of investigation; with which the transit system would greatly benefit from. The TTC is currently focusing largely on expansion when there are much to be fixed internally. Even though Toronto is considerably better in terms of numbers than some other cities, the citizens are still generally dissatisfied. Perhaps it would be wise for the TTC to examine the causes in order to determine a suitable solution. Conclusive or summative role follows afterwards to determine the effectiveness of the proposed solutions through the public’s opinions.
The three most appropriate methods for the TTC in the marketing strategy would be web analytics, psychographics as well as surveys and questionnaires.
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2
WEBANALYTICS quantitative – uses concrete metrics to track user behavior online; gain insight into users’ needs/ interests by measuring key variables through the course of a user visit
In the age of technology, information is openly shared and obtained. The age demographic to use technology regularly would roughly range between 14-30, from teenagers to relatively younger-aged adults. If done properly and through the proper channels, web analytics could measure and track which routes tend to be busier due to their lifestyles.
For instance, students heading the same way to school would immediately crowd multiple buses during rush hours. One of such example is the 36 Finch West with multiple institutions on the way (refer to page __). This information could open up decisions to potentially connect nearby routes, distribute buses accordingly, and more.
PSYCHOGRAPHICS quantitative tool to measure qualitative info – subjective beliefs/ opinions/interests Using psychographics is helpful in determining what course of action is best to take in regards to the passengers’ lifestyle and daily activities. For example, it takes into consideration what a student would most likely do and locations they might be at, or if a grandmother might be out shopping at certain time over the others. Although it may seem irrelevant or inefficient to research, psychographics is intended to help understand the users with which the TTC serves. For example, unexpected delays or closures should cease to occur during exam seasons aside from unstoppable causes such as weather conditions or health related matters. Many students use the TTC in order to commute to schools. Delays can make students late even if they left earlier than needed, causing more distress beyond pre-existing pressures. Knowing people’s lifestyle would allow the TTC to know when it is best to conduct maintenance that would cause the least amount of inconvenience. To elaborate, if for example, there is a Blue Jays game as well as a convention occurring at Metro Toronto Convention Center, it would greatly affect a large portion of the city if Union and all subway station close by were to be out of service. In addition, it could also assist the TTC in better control and distribution of buses and bus stops.
fig.6: 26 Dupont short turn bus
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SURVEYS & QUESTIONNAIRES quantitative info – asking participants a set of questions in order; administered to a sample of individuals, representative of a larger population; collect opinions/ preferences of a defined group + factual info
Between 2012-2013, TTC conducted two customer satisfaction surveys with plans for more in the upcoming years. However, it has been almost four years since and another one has yet to be held. As explained, their previous surveys had a very small sample size, resulting in a biased result. Furthermore, opinions change as years passed. Surveys and questionnaires are designed to garner opinions of the users in order for the system to reflect upon and see if there are areas which needs improvement. Therefore, it is an important aspect of development that the TTC have neglected. The numbers of respondents should be increased to several hundred thousand at the very least, considering the number of daily ridership. It should be available through online, phone, as well as in person to maximize reach. Moreover, it should be conducted annually in order to collect an accurate representation of the people’s assessment.
VISUALRESEARCH COMPILED & YOUR RATIONALE FOR IT The following images are categorized into two sections. 1) Taken on a mini-expedition to the FedEX Ship Centre located in Mississauga, where some mishaps occurred. 2) Pulled from Google Street View in support of evidence stated in page 02.
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Google Street View: - Unlisted removal of a 35A bus stop, located in Yorkgate Blvd and Hullmar Dr. The removal can only be noticed by riders who frequent the 35A North. - Sign of removal shows in the pavement that is identical to a stop located right across (not pictured) which the TTC has decided to keep.
Google Street View: - Stop removed from in-between Sentinel Rd. and the Catholic high school, James Cardinal McGuigan, at roughly 1493 Finch Ave W. - Garbage can situated at every TTC bus stop can be seen but no stop in sight.
Google Street View: - At 281 Finch Ave W., there is a cleared pavement where a bus shelter used to be, a bench, and a garbage can are present; all of which are staple items for TTC bus stops. - However, the bus stop is now gone without warning as well.
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1 PERSONAL EXPERIENCE: In order to pick up a package at FedEX Ship Centre in Mississauga, I had to specifically take the 52B bus. Unfortunately, there was a little detour as I had taken the 52A; the difference was in arriving directly at airport instead of west of airport. Upon finding the right bus, I later found out I had passed my stop without realizing. Although I was unaware at the time, the reason here was that the bus stop actually no longer exists. After switching bus to head back, the bus driver instructed me that I had to explicitly ask to be dropped off.
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2 Once I was finally dropped off at the right place, I realized that I was actually not at Hull St stop. I walked a little ahead and arrived at Hull St which is when I proceeded to take a picture of the road ahead. Unfortunately, there were no other bus stops in sight that I may have missed. Hull St stop was removed without knowledge. Note that Google Maps was not updated of this information either.
THE UNFORTUNATE
3 Pictured here is of the stop I was dropped off at. Presumably, this is presumably the stop before Hull St which would be Airport Rd.
4 Google Street View: Since Google Maps still listed the stop on their route, I assumed street view would have been outdated as well. My assumption was correct as the bus stop pictured above was not seen in person. In fact, there was no sign of a bus stop ever being there that I completely missed it and walked further ahead to take picture 2.
ADVENTURES OF N
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BONUS: This is what used to be a paper schedule of the TTC buses. However, they have almost all been replaced by what is pictured here, telling people to go download mobile apps. As discussed, not everyone is accustomed to downloading new and learning how to use mobile apps; this is especially true for the elderlies. Furthermore, most of the apps listed are difficult to use without internet connection.
A DISCUSSION OF
THINKING ON THE
HOW & WHY OF VISUALRESEARCH
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Visual research serve as a display of experience for audience to understand. Not every participants in a project are able to properly articulate their thoughts and deliver a well formatted speech about their ideas. Additionally, not every experience can be fully portrayed without the help of some imagery. There are also those who have a preference for visual expression. It can also incite memories or a familiar feeling for audience who have had similar experiences before or is currently going through it as well. There are many ways to obtain and compile the images necessary for a visual research. In my case, I decided to pick what was the easiest method in order to carry out the theme of the transit system; ease of access and convenience. Therefore, when I had to travel out of the city to pick up my package, I believed it was the best chance to conduct my visual research. Although I am not equipped with the best sense of directions, I also knew that traveling to Mississauga through the TTC would result in a few issues. Fortunately, my guess was right. Even though I have been living in Toronto for 10 years, I still had difficulties navigating the TTC.
fig.7: TTC New Flyer Industries D40LF bus #7343 pauses at Lawrence West station, in a rare service to Westwood in Malton on the 52B LAWRENCE WEST on the evening of July 9, 2014.
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DISCUSSION OF A
PROPOSEDSOLUTION
TO YOUR PROBLEM
&
HOW IT RESPONDS TO THE RESEARCH YOU HAVE DONE
First and foremost, the TTC website should be constantly updated and maintained. Even though there is an array of information available, it is unorganized and confusing for people who are unfamiliar with technology. At this point, it would be best to release an entirely new website. Not only is the current layout outdated in terms of style but it is also disorganized by lack of hierarchy and poor categorization. It is cluttered with text and images alike but nothing in particular stands out. Any and all news or statements formally released by the TTC should remain as archived items rather than deleted. The website should be separated into clear sections: live updates; news; closures; TTC information; contact; forums. The live updates would change according to the specified route that the user selected to fit their travel. This section specifically is the most useful for commuters to be able to plan ahead or know what to expect. As long as there are moderators to separate constructive criticism from mindless talk, a forum is an effective outlet for gathering
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the people’s opinions. The last time the TTC conducted a Customer Satisfaction Survey was in 2012 and 2013, over three years ago. The survey was conducted through a 10-minute telephone survey of residents that frequently uses the TTC between 13 to 70 years of age (2013 Customer Satisfaction Survey, n.d). The sample size was considerably small, with only 1000 respondents for each Quarter. Considering that the daily ridership surpassed one million in 2013, the respondent pool was approximately only 0.001% of the total scale (2013 TTC Operating Statistics, n.d). Therefore, even though the results of the survey showed that majority was satisfied with the TTC overall, it is undeniably biased. Additionally, there are still no signs of a continuation to the Customer Satisfaction Survey, despite there being plans for 2013 and 2014 to take place. With a forum, TTC users can freely express their concerns or criticisms. Discussions can take place to solve problems that passengers face regarding their own interactions with the TTC. Not only will this be a more accurate form of conducting a satisfaction survey, it also empowers the people by giving them a voice.
As the source of information, TTC would also be the most trustworthy to provide accurate live updates on its modes of transportation. The TTC currently promotes the NextBus website for internet, mobile predictions and maps. However, it is confusing to navigate and not very user-friendly. Furthermore, NextBus seems to be an affiliated partner rather than an actual part of the TTC. Although it is helpful, going through NextBus is more inconvenient than it is worth. Considering that a large amount of the Torontonian population uses the TTC, it would be helpful to input live updates as a default option for smartphones such as iPhone or Samsung. Similar to the weather or time widget, updates would automatically be loaded whenever there is internet connection available. To maximize effectiveness, the pre-installed app or widget can also have an offline option. The user can choose to send a text message of the most recently generated news of their bus, streetcar, or subway.
Through the use of mobile apps and internet connection, people with access may be able to check on their bus schedules and plan ahead. However, even with the live updates, commuters cannot account for unexpected traffic delays – especially during poor weathers conditions. Moreover, not everyone is familiar with or have a mobile device at their disposal. Therefore, I propose that a way to combat this would be to have a built-in TTC news system, similar to the weather or time app for all handheld devices. Smartphones, iPods, iPads or even wearable technologies such as the smartwatch should implement this feature as a preinstalled application. Additionally, it should be able to update itself whenever there is an internet connection. For cases when the user is travelling and connect, there can be an offline option to send a text or message with the predictions as well as news generated at the current time. This enables users who frequently interacts with technology to be aware. On the other hand, most major intersections as well as subway stations have already implemented a “next vehicle” information system. Unfortunately, it has broken down in many locations recently and with no warnings or backup plans. Conversely, there are about 32 percent of Canadians who do not own smartphones, as stated by a 2015 survey by market research firm Catalyst (Hains, 2017). In which case, the outdated or removed paper schedules by TTC stops leave people feeling stranded. To ultimately better the system, stops should implement an LED display at every stop. Their current “Next Vehicle Information System” has 72 LCD screens installed at 41 stations, 54 LED screens installed in 30 bays, and 106 LED displays inside 106 street shelters. At the moment, most bus shelters at intersections already have the medium-sized LED displays. Moving forward, the LED displays should be implemented into all bus shelters. However, most small bus stops do not even have a paper schedule. For those who are unfamiliar with the city or the area, trying to find the right stop would be extremely inconvenient. Therefore, a thin, small-sized LED screen can be placed to display the next arrival instead.
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Design for a mobile app predicting TTC arrival times with offline options. Allows user to search for specific bus route, bus direction and bus stop. Also finds the nearest stop locations according to their input (if they wish to see stops en-route).
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There is an option to favourite most frequented bus routes in order to receive quick arrival times information. In addition, there is an option for the user to research the bus routes fully before riding.
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Furthermore, suicides have taken place in TTC subway stations numerous times in its history. In order to prevent potential future tragic suicide attempts, the TTC should implement platform screen doors (PSDs). Although they are a relatively new addition, it is most commonly found throughout Asia, with Europe following behind, and also appearing very rarely in the United States. In 2015, there were 11 suicides and five attempts (Ferreira, 2016). Passengers ended up being the number one cause of subway delays due to injuries or disorderliness (Ibid). It is impossible to have absolute control over the passengers’ actions but the number one goal is to minimize as many medical related incidents as much as possible. If the rates of ridership continue to decrease, the TTC will only get worse until it fades into oblivion.
YOUR
RECOMMENDATION
FOR FURTHER ACTION & POSSIBLY FOR
FURTHER RESEARCH The TTC should definitely work towards showing some kind of progress for change in order to provide an explanation for the increased rates of fares. Going forward in 2017, it is advisable for the TTC to purge their paper method of payment. This would mean completely ridding of bus tickets and transfers. Not only are the bus tickets as well as transfers extremely wasteful in terms of profit, production values and environmentally, it is also not very efficient. Other cities or countries—such as Montreal and Japan—with considerably more advanced transit systems utilizes the card method instead. Since TTC has already been implementing Presto into their stations and buses, it is time to move on from such outdated and uneconomical ways. With the newly equipped Presto card, TTC should also adopt their policy of accommodation. Perhaps if a bus, subway, or streetcar is more than 15 minutes late, waiting passengers will be given a free ride as compensation. Unlike the TTC, the Go transit is almost always on time and ready to go. Therefore, if a rider failed to catch a bus, it is entirely their fault. Meanwhile, many arrive early in order to wait for the TTC and still have the chance to be late reaching their destination at the designated time. If the TTC stand to lose money for every delay, there is a much stronger incentive to be more punctual.
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BIBLIOGRAPHY Hains, D. (2017, January 03). The TTC Is Cutting Printed Schedules to Save 0.02 Per Cent on Their Budget. Retrieved March 18, 2017, from http://torontoist.com/2017/01/ttc-schedules/ Florida, R., Bednar, V., Ritchie, I., & Spencer, G. (n.d.). Toronto’s Best (and Worst) Neighbourhoods: Transit Statistics (E. Landau, Ed.). Retrieved March 18, 2017, from http://torontolife.com/transit/ 2013 Customer Satisfaction Survey. (n.d.). Retrieved March 19, 2017, from https://www.ttc.ca/Customer_Service/ Customer_Satisfaction/2013/index.jsp 2013 TTC Operating Statistics. (n.d.). Retrieved March 19, 2017, from http://www.ttc.ca/About_the_TTC /Operating_Statistics/2013.jsp Moore, O. (2012, December 04). Door problems on new subway trains causing ‘unacceptable’ delays, TTC admits. Retrieved March 19, 2017, from http://www.theglobeandmail.com/news/toronto/door-problems-on-new- subway-trains-causing-unacceptable-delays-ttc-admits/article5963240/ Gilbert, R. (2014, September 11). What Toronto’s big transit plans are forgetting: The riders. Retrieved March 19, 2017, from http://www.theglobeandmail.com/opinion/what-torontos-big-transit-plans-are-forgetting-the- riders/article20531465/ Hume, C. (2013, July 03). Slow and unreliable, TTC is no longer the Better Way: Hume. Retrieved March 19, 2017, from https://www.thestar.com/news/gta/2013/07/03/slow_and_unreliable_ttc_is_no_longer_the_ better_way.html Hume, C. (2016, January 28). TTC problems run deeper than chronic underfunding: Hume. Retrieved March 19, 2017, from https://www.thestar.com/news/gta/2016/01/28/ttc-problems-run-deeper-than-chronic- underfunding-hume.html Ferreira, V. (2016, September 8). What’s making Toronto late for work: Explaining the 1,190 subway delays during TTC’s peak season in 2015. Retrieved March 19, 2017, from http://news.nationalpost.com/toronto/whats- making-toronto-late-for-work-explainin-the-1190-subway-delays-during-ttc-peak-season-last-year Armstrong, J., & Young, L. (2014, December 04). Stranded: Why your TTC bus short-turned. Retrieved March 20, 2017, from http://globalnews.ca/news/1697798/stranded-why-your-ttc-bus-short-turned/ Spurr, B. (2016, December 23). TTC criticized for removing printed bus schedules. Retrieved March 19, 2017, from https://www.thestar.com/news/gta/2016/12/23/ttc-criticized-for-removing-printed-bus-schedules.html Next Vehicle Information System. (n.d.). Retrieved March 19, 2017, from https://www.ttc.ca/Customer_Service/ Customer_Information_Initiatives/Next_vehicle_information_system/index.jsp
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Next Vehicle Information System. (n.d.). Retrieved March 19, 2017, from https://www.ttc.ca/Customer_Service/ Customer_Information_Initiatives/Next_vehicle_information_system/index.jsp Fan, C. (2016, September 16). Residents say they’ll be ‘stranded’ by TTC plan to remove bus stops. Retrieved March 19, 2017, from http://www.citynews.ca/2016/09/16/residents-say-theyll-be-stranded-by-ttc-plan-to-remove- bus-stops/ Spurr, B. (2016, November 21). TTC approves 10 cent fare increase. Retrieved March 20, 2017, from https://www. thestar.com/news/gta/2016/11/21/ttc-approves-10-cent-fare-increase.html Platform screen doors. (2017, March 17). Retrieved March 20, 2017, from https://en.wikipedia.org/wiki/Platform_ screen_doors
IMAGES
분당선M. Toronto Transit commission NovaBus LFS artic Front. Digital image. Wikimedia File:TTC 9000.jpg. November 23, 2013. Accessed April 26, 2017. https://commons.wikimedia.org/wiki/File:TTC_9000.jpg. Busuttil, William. Fig.7: TTC New Flyer Industries D40LF bus #7343 pauses at Lawrence West station, in a rare service to Westwood in Malton on the 52B LAWRENCE WEST on the evening of July 9, 2014. Digital image. 52 LAWRENCE WEST / 52 LAWRENCE. February 4, 2017. Accessed April 26, 2017. http:// transit.toronto.on.ca/bus/routes/lawrence-193419.shtml. Cook, Jason. Fig.2: TTC paper transfer. Digital image. People don’t like TTC fare inspectors. February 2017. Accessed April 26, 2017. http://www.blogto.com/city/2017/02/people-dont-ttc-fare-inspectors/. Fig.1: TTC Presto payment. Digital image. RedFlagDeals. February 14, 2017. Accessed April 26, 2017. https:// forums.redflagdeals.com/presto-card-1923539/17/. Fig.3: The new map of the TTC subway system; post-expansion. Digital image. Here’s what the new TTC map is going to look like. November 18, 2015. Accessed April 26, 2017. https://nowtoronto.com/news/think-free blog/what-the-new-ttc-map-is-going-to-look-like/. Fig.4: Bloor–Yonge Station during a service disruption on the Yonge line. Digital image. Toronto Transit Commission incidents. March 24, 2015. Accessed April 26, 2017. https://en.wikipedia.org/wiki/Toronto_ Transit_Commission_incidents. Fig.6: 26 Dupont short turn bus. Digital image. Photobucket. Accessed April 26, 2017. http://s15.photobucket. com/user/wil9402/media/Orion/7400-7499/7440.jpg.html. Pal, Ashton. 94 Wellesley bus. Digital image. TTC says spitting on bus drivers is a big problem. January 2017. Accessed April 26, 2017. http://www.blogto.com/city/2017/01/ttc-increasing-security-drivers-spitting/. Sherwood, Paul. Fig.5: TTC buses en-route in packs of multiple consecutively. Digital image. The best and worst TTC bus and streetcar routes. February 13, 2014. Accessed April 26, 2017. http://www.blogto.com/ city/2014/02/the_best_and_worst_ttc_bus_and_streetcar_routes/.
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