During the past year the operation of the TTC has been put under a microscope of examination into what ails it.
This comes after a volcanic eruption of negative public opinion about the way transit users had perceived themselves to have been poorly treated.The truth is that the TTC's model of operation has been obsolete for decades.It is based upon an old model that focused upon the movement of equipment, rather than upon people.As a result, you have streetcars short turning because it keeps the schedule accurate, but dumps passengers on the side of the road.This corporate culture stands in stark contrast to other countries that focus upon moving people rather than equipment.I found this out a few years ago while travelling in Japan, where I used subways in many cities.A typical sight in a subway station was that of a station master bowing to each person as they entered the facility - not only bowing, but clearly saying "irasshai", which means both "Welcome to my place of business" and "How my I help you?"The reason he was able to do so was due to the use of an automated payment system based on either smart cards or ticket vending machines.So as a result subway stations were manned by workers whose primary job was to ensure passenger safety and comfort, rather than sitting in a booth all day.These attendants would assist the elderly go up and down stairs and carry people in wheelchairs to and from the platform using an ingenious pole and strap system.Forget the images of white-gloved attendants shoving people into subway cars like cattle. I've travelled during rush hour through some of the busiest subway stations in the world, and I never saw that happen.Needless to say, the stations were immaculately clean, not to mention the subway cars themselves.Even the areas around the stations were maintained by the station staff, who would sweep the sidewalks in front of the entrance.Beyond the maintenance of the station, what also stood out for me was that I never got lost once while traveling on public transportation in Japan.Signage was large, clear and actually made sense. Even inside the subway cars you not only knew where you were, but you also knew the exact time you would arrive at the next station, thanks to video screens.Frankly, I don't know how many times I have had to help people find their way through the confusing TTC system, which seems determined to make you lost.Hopefully, with the release of a report this week outlining 75 key recommendations for improvement we'll see a positive change.However, the faults and problems with the TTC are not entirely due to management culture and staff attitudes. There is still much to be said about improving the behaviour of TTC riders who litter and behave badly.If the TTC is going to work properly, it's going to have to come from both sides of our public transportation equation.