Date of lunch:
Monday, June 4, 2012
Andy Byford is the new (as of March 2012) CEO of the TTC, the Toronto Transit Commission. There was definitely a lot of news around Andy’s appointment as his predecessor, Gary Webster, was fired by a vote of the City of Toronto’s executive committee. Andy was already working as COO with Gary and positioned as his likely successor upon his retirement, so it was quite fitting to have Andy immediately take over once Gary was forced out. Now there are many opinions that can be written about how this all went down but that isn’t what this lunch was about. I am an avid transit user, a daily commuter and a big TTC fan (some would say transit nerd) most of the time. I wanted to hear from the CEO himself about what the future holds for the TTC. Prior to joining the TTC, Andy was the COO of Railcorp in Australia and before that he held many positions with the London Underground including line foreman, customer service manager of a station and general manager of customer services of several tube lines. He does not own a car and is very passionate about public transportation.
We ate at Grano on Yonge, a few blocks north of Davisville and the TTC head office. It’s a very cute Italian restaurant. Andy arrived earlier than me and spoke with the owner Roberto. On our way out, Andy was introduced to Roberto’s nephew who was on a break from his job as a subway driver. They all seemed to be very happy to meet each other and it was pretty cool to see the interaction. I had the fusilli chicken pasta with mushrooms and Andy had the risotto special. We shared a large bottle of sparkling water. My pasta was absolutely delicious and I ate every last bite. Andy said his risotto was very good but his eyes were bigger than his stomach as he was unable to finish. Total bill was $46 with tax.
The lunch lesson:
Andy told me that he has always wanted to work for the TTC. He said he knew that if he ever got the call from Toronto, he would move. He said there are many amazing things about the TTC that Torontonians don’t realize. He was able to point one out to me that I had no idea was unique. Multi-module hubs. Allow me to explain. At stations like Dundas West, Bathurst, Spadina and St. Clair, you can get off the subway and get onto a bus or a streetcar or in Spadina’s case, a different subway line, all within a paid area. Andy let me know that in other cities, including London, you most often have to leave the subway station and walk a block or so to make the transfer. As someone who switches from subway to bus in a pay zone every single day, I had no idea that this was unique but I do love the convenience of it all. So all of you TTC complainers – here’s something to be happy about!
Andy is really excited about his new role and very excited about transforming the TTC. He has a five year plan and he hopes at the end of it, people really look at the TTC and really see the difference and understand and appreciate the improvements. It is a lofty goal.
Andy’s goal is both internal and external. He wants to improve the customers’ experience but he also wants to improve internal processes and employee morale. One of the first things he put together was a document for employees that includes “10 things to think about.” Number 5 on that list is “Delight customers with quick wins.” And you can see one of those quick wins already with the renovated washrooms across the subway line, including the once disgusting facilities at Bloor Station. Although I am still a bit scared to ever go back into those washrooms, I am happy they’ve been improved.
He’s also instituted a daily customer service report that includes objectives across all areas of the TTC that everyone within the TTC must strive to meet and he has identified key performance indicators, things like delivering a punctual subway service and providing easy access to customers with functional elevators and escalators. Every day the service is measured against the objectives. Seems like a good start.
And one day when service did not meet its objectives was Friday, June 1 when Union Station was flooded. Andy was actually travelling on the subway when it happened and his train bypassed Union and took him right to St. Andrews Station. He got off the train and ran over to Union to see what was happening. Incase anyone was wondering, he said the smell was absolutely awful. But he was pretty impressed that it was cleaned up so quickly. Now his focus is on determining why it happened and making sure it doesn’t happen again.
As mentioned above, Andy does not own a car so he rides everywhere on the TTC and he thinks it’s important that he uses the service. He does say it can be a bit uncomfortable when the subway stops underground between stops and all of the other passengers look at him. But otherwise, he said it has been a pretty positive experience.
Andy is very new to Toronto. His wife is a Canadian (from Ottawa like me) so he’s actually been to Toronto quite a few times but he’s just getting into all that the city has to offer, including sports. He’s a die-hard Plymouth Argyle football fan. It’s his hometown and he’s still a season ticket holder, he showed me his card. As such an avid Plymouth fan, he hasn’t yet quite embraced the Toronto FC but he’s very excited to check out a Jays game and is actually really looking forward to watching the Argos (you don’t hear that every day). His enthusiasm for Plymouth and English football has renewed my wish to get to the UK and watch a game, Andy was actually quite insistent that I do. And although he does play for Manchester United, Andy actually doesn’t mind my favourite player Paul Scholes.
There is a lot of exciting stuff happening with transit in this city, not only with the new LRT lines but also Presto passes that will be similar to the Oyster Card in the UK and the Metrolinx rail line to the airport that will connect with the TTC. I am pretty excited about all of it. And I was pretty happy to have a fellow transit nerd to chat with. Now if only we can get people to stop blocking the subway doors at St. George Station every morning.