The TTC is putting a friendlier face on its subway system next year.
As early as July, the collector booths at stations will be emptied and TTC collectors will roam free in their new role as “customer service agents,” or CSAs.
Gone will be the days of passengers attempting to ask directions by shouting through a pane of Plexiglas at a TTC worker. Instead, when customers enter the station they will be greeted at the gates by what the agency describes as “multi-functional, highly skilled, and customer focused” agents.
According to a board report, the plan will “fully transform station service by overhauling both job roles and station design” and create “an empowered workforce to obsess about the details of a transit system that makes Toronto proud.”
The transformation will take more than 10 years and cost $51 million, a sum that includes the cost of new passenger assistance intercoms, enough security cameras to cover all areas of the stations, and the construction of “zone hubs,” communication centres that will be placed at seven locations throughout the subway network and allow supervisors to remotely manage station facilities. About $9 million of the program will be covered by federal transit funding announced in August.