TTC learning from Philly's transit revival

[M II A II R II K]

TTC learning from Philly's transit revival


Mar 05 2010

Tess Kalinowski

Read More: http://www.thestar.com/news/gta/ttc/article/775339--ttc-learning-from-philly-s-transit-revival

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Complaints about old-fashioned tokens, dirty stations and surly service aren't unique to the TTC. Officials at Philadelphia's SEPTA (Southeastern Pennsylvania Transportation Authority) system were hearing them long before Torontonians began publishing pictures of sleeping subway collectors. But when Joe Casey became general manager of SEPTA two years ago, he decided it was time riders knew their gripes had been heard by those at the top of the system, which includes regional rail similar to GO Transit, as well as buses, trolleys and a subway.

Casey's innovations – from making information kiosks more visible in stations to creating "quiet cars" on the regional rail – have transformed some of SEPTA's harshest critics into constructive allies. "Communication, cleanliness, convenience and courtesy – those were the areas that our customers ranked us as lower in our customer surveys," he said.

Toronto officials, plagued with similar complaints, have been in touch with Philadelphia in their search for solutions, said Gary Webster, the TTC's chief general manager.To transform SEPTA's culture, Casey named a general manager of customer service, Kim Heinle, who has a background in the hospitality industry. They introduced weekly classes in customer service for transit workers.

The system still gets just as many complaints – and Casey admits it's hard to gauge the success of that program. But on the other side of the equation, in two years, customer commendations have doubled. SEPTA tries to follow up with customers on complaints and compliments within two days. Employees receive gift cards as rewards for good service. Managers also regularly visit train and bus stations to survey customer satisfaction.

Administrators assist on the front lines during service disruptions, and everyone's job review has a customer-service performance goal. Even retirees have been tapped to help assist riders at major community events.

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[The Mad Navigator]

TTC learning from Philly's transit revival


Mar 05 2010

Tess Kalinowski

Read More: http://www.thestar.com/news/gta/ttc/article/775339--ttc-learning-from-philly-s-transit-revival

########################################################################

Complaints about old-fashioned tokens, dirty stations and surly service aren't unique to the TTC. Officials at Philadelphia's SEPTA (Southeastern Pennsylvania Transportation Authority) system were hearing them long before Torontonians began publishing pictures of sleeping subway collectors. But when Joe Casey became general manager of SEPTA two years ago, he decided it was time riders knew their gripes had been heard by those at the top of the system, which includes regional rail similar to GO Transit, as well as buses, trolleys and a subway.

Casey's innovations – from making information kiosks more visible in stations to creating "quiet cars" on the regional rail – have transformed some of SEPTA's harshest critics into constructive allies. "Communication, cleanliness, convenience and courtesy – those were the areas that our customers ranked us as lower in our customer surveys," he said.

Toronto officials, plagued with similar complaints, have been in touch with Philadelphia in their search for solutions, said Gary Webster, the TTC's chief general manager.To transform SEPTA's culture, Casey named a general manager of customer service, Kim Heinle, who has a background in the hospitality industry. They introduced weekly classes in customer service for transit workers.

The system still gets just as many complaints – and Casey admits it's hard to gauge the success of that program. But on the other side of the equation, in two years, customer commendations have doubled. SEPTA tries to follow up with customers on complaints and compliments within two days. Employees receive gift cards as rewards for good service. Managers also regularly visit train and bus stations to survey customer satisfaction.

Administrators assist on the front lines during service disruptions, and everyone's job review has a customer-service performance goal. Even retirees have been tapped to help assist riders at major community events.

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In all honesty, the TTC is slow and reluctant to change. I seriously question their motives to improve themselves overall. They probably will change, but it will take a hell of a long time.

 

[EnviroTO]

Hard to believe that Philly would be a shining example of how to improve a transit system. They haven't invested significantly in SEPTA for years, the system strikes more often than the TTC it seems, caring about the customer meant trying to eliminate free transfers and then pulling back when complaints arose. If there is something good about SEPTA it is kept top secret.

The system still gets just as many complaints – and Casey admits it's hard to gauge the success of that program.

Sounds like the type of program the TTC likes. No measure of success, just a talking point about caring about the customer and rewards for staff. The TTC had no problem "talking" about customer service long before this flurry of pictures in the media showed up... they just had problems delivering. There is no point in implementing a program with no measure of success.

 

[The Mad Navigator]

Hard to believe that Philly would be a shining example of how to improve a transit system. They haven't invested significantly in SEPTA for years, the system strikes more often than the TTC it seems, caring about the customer meant trying to eliminate free transfers and then pulling back when complaints arose. If there is something good about SEPTA it is kept top secret.



Sounds like the type of program the TTC likes. No measure of success, just a talking point about caring about the customer and rewards for staff. The TTC had no problem "talking" about customer service long before this flurry of pictures in the media showed up... they just had problems delivering. There is no point in implementing a program with no measure of success.

It could start with TTC setting simple and REALISTIC goals, and following through on them.

 

[Long Island Mike]

ETO and Everyone: Interesting article on SEPTA comparing them to the TTC - as a regular visitor to Philadelphia and use of SEPTA when I am there I want to mention that Joe Casey has implemented some interesting changes and he will listen to outside suggestions to improve service. Some of the regressive policies were implemented during the previous SEPTA management before Joe Casey became the GM. He has been GM about two years now - and the previous management team came up with policies like trying to eliminate cash transfers.

I find it interesting that Matt Mitchell and the Delaware Valley Association of Rail Passengers were mentioned - I know him personally and I was a member of DVARP in the 90s when I lived in the Philadelphia area. One last thing: There are many other things that we can change on SEPTA but at least Joe Casey will listen to constructive criticism...LI MIKE

 

[The Mad Navigator]

ETO and Everyone: Interesting article on SEPTA comparing them to the TTC - as a regular visitor to Philadelphia and use of SEPTA when I am there I want to mention that Joe Casey has implemented some interesting changes and he will listen to outside suggestions to improve service. Some of the regressive policies were implemented during the previous SEPTA management before Joe Casey became the GM. He has been GM about two years now - and the previous management team came up with policies like trying to eliminate cash transfers.

I find it interesting that Matt Mitchell and the Delaware Valley Association of Rail Passengers were mentioned - I know him personally and I was a member of DVARP in the 90s when I lived in the Philadelphia area. One last thing: There are many other things that we can change on SEPTA but at least Joe Casey will listen to constructive criticism...LI MIKE

Thanks for that bit of insight into SEPTA!