Customer Service Advisory Committee Meeting Reports

Executive summary:
The Customer Service Advisory Committee (“CSAC”) was established to promote dialogue and exchange information with the public on key customer issues and advise on policy issues related to customer service. The committee meeting was held on June 6, 2011. Agenda items that the CSAC committee was asked for feedback on, together with recommendations included: GO PRESTO Progress Update, Mobility Hubs Update and Hearing Officers Selection Update.

Recommendation:
This report is submitted for information purposes only.

Background:
The last CSAC meeting was held on June 6, 2011. The agenda from this meeting included:

• A GO PRESTO progress update presented by Frances Chung, Director, Financial Services, included a list of rail sites that have deployed the card, future sites to be activated, and statistics on the number of cards issued. She further indicated that the GO Bus roll out is planned for the Summer/Fall 2011. Members provided feedback on potential future locations for additional PRESTO devices at Union Station. Passenger flows and traffic patterns will be investigated for these areas. Staff have agreed to provide additional progress updates in the future.
• A presentation by Daniel Haufschild, Director, Policy and Planning to update the committee on mobility hubs. He provided an overview of what mobility hubs are, criteria for the hubs and concept designs for the Weston hub. An interactive question and answer followed with positive responses from committee members. Members reinforced the importance of incorporating connectivity between services (e.g. GO, Airport Rail Link, TTC, etc) in the mobility hub design.
• A presentation by Steve Weir, Manager, Compliance and Prosecution Services on the hearing officers selection. The committee members were invited to tour the new Compliance and Prosecution Services hearing room. A Dispute Resolution Program was launched in October 2010 and has provided a more customer friendly and easy way for customers to pay and/or dispute fines. Hearings are expected to commence on June 29, 2011.
• Mary Proc, Vice President - Customer Service, made a presentation to recognize with appreciation the Barrie Line CSAC member as her term on the committee ends June 2011.
• Paula Edwards, Director, Customer Care, highlighted the results from the quarterly Customer Service performance report. The contribution of the committee on many customer service initiatives has positively impacted customer satisfaction.
  

Customer Service Advisory Committee members suggestions brought forward during the roundtable discussion have been captured on the Action Log for investigation and action. Specific items included: possibility of a pedestrian bridge at Cooksville, service recovery process for train disruptions and additional service suggestions.

Budget:
Not applicable.

Attachments:
None.

Respectfully submitted,
Mary Proc
Vice President, Customer Service

Direct Dial: 416-869-3600 ext 5508
Direct Fax: 416-869-1755
E-mail: Mary.Proc@metrolinx.com

Executive Summary:
The Customer Service Advisory Committee (“CSAC”) was established to promote dialogue and exchange information with the public on key customer issues and advise on policy issues related to customer service. The committee meeting was held on April 4, 2011. Agenda items that the CSAC committee was asked for feedback on, together with recommendations included: new GO web and mobile applications, communication and research plans for launch of the new online customer panel “Let GO Know” and concepts for reformatted printed and online timetables.

Recommendation:
This report is submitted for information purposes only.


Background:
The last CSAC meeting was held on April 4, 2011. The agenda from this meeting included:

• Product demos on two new mobile applications that will be launching Summer 2011. The first product is a downloadable mobile application, developed in collaboration with Ryerson University that will provide customers the ability to find schedules, view departure boards at Union and setup favourites for ease of use. This functionality will have accessibility features such as text to speech and station arrival audio alerts. The second product is a GO web tool that is accessible on mobile devices and will provide customers real time train and bus schedule and service information. Overall feedback from the committee was extremely positive. There were some recommendations provided that will improve the ease of navigation and format.
• Senior Project Officer, Research and Program Development presented the communication, panel recruitment and research plans for the new online customer panel that will be launching April 7th. This was accepted by the committee.
• A presentation was made to update the committee on the plans to redesign and improve printed and online timetables. Concepts of timetables were reviewed and the committee was asked for input on design elements. Committee members provided advice on route breakdown, design, maps, functionality of online timetables and type of information to display at stations. This feedback will be taken into consideration in the next phase of design. Customer focus groups and surveys will be conducted in later Spring. Feedback, along with next drafts of timetables, will be brought back to a future meeting for committee review.
• Appreciation was given by Paul Bedford, Chair of the Customer Service Advisory Committee, to the members that participated in the interview and selection process for recruiting external Hearing Officers that will support the fare dispute program. There was positive feedback from those committee members on the experience and they appreciated being part of this important process.
  

Customer Service Advisory Committee members suggestions brought forward during the roundtable discussion have been captured on the Action Log for investigation and action. Topics that the committee raised for the next meeting include: PRESTO roll out update, Kipling Mobility Hub and Burlington to Niagara bus trips future plan.

Budget:
Not applicable.

Attachments:
None.


Respectfully submitted,
Mary Proc
Vice President, Customer Service and Human Resources

Executive summary:
The Customer Service Advisory Committee (“CSAC”) was established to promote dialogue and exchange information with the public on key customer issues and advise on policy issues related to customer service. The committee meeting was held on January 24, 2011. Agenda items that the CSAC committee was asked for feedback on, together with recommendations included: Station Electronic Signage and the process for Hearing Officer Nominations. A presentation on the results from the Electrification Study was provided for information purposes only.

Recommendation:
This report is submitted for information purposes only.

Background:
The last CSAC meeting was held on January 24, 2011. The agenda from this meeting included:

• The results from the GO Electrification Study were presented by Karen Pitre, Project Director of the Electrification Study.
• Paula Edwards, Director of Customer Care asked the committee how they would like to participate when a fare increase is recommended and approved. The committee would like to have input into the communications and rollout plan.
• William Gill, Business Analyst, Applications Development and Aamer Hasham, Senior Strategic Project Officer updated the committee on the plans to improve service status information on station electronic signs.
  A sign prototype with real-time train information was demonstrated. Committee members were asked to comment on the format, layout and design. Members provided feedback on layout and information displayed to enhance ease of readability. Members were also asked for preliminary feedback on location of signs as well as alternative methods for sending information to passengers. The Committee’s feedback will be taken into consideration for the final design.
• Steve Weir, Manager Prosecution Services asked if committee members would like to participate in the interview process for recruiting external Hearing Officers that will support the fare dispute program. The Board will then use the committee recommendations for appointing these officers. Five members agreed to participate in the interview process.
• Paula Edwards presented the results from the quarterly Customer Service performance report.

Customer Service Advisory Committee members suggestions brought forward during the roundtable discussion have been captured on the Action Log for investigation and action. Topics that the committee would like to be updated about include: PRESTO roll out update, Transit Safety Officer Uniforms program, Kipling Mobility Hub, Burlington to Niagara bus trips future plan, and the Fare Guarantee program.

Budget:
Not applicable.

Attachments:
None.

Respectfully submitted,
Mary Proc
Vice President, Customer Service and Human Resources

Direct Dial: 416-869-3600 ext 5508
Direct Fax: 416-869-1755
E-mail: Mary.Proc@metrolinx.com

Executive summary:
The Customer Service Advisory Committee (“CSAC”) was established to promote dialogue and information exchange on public communication of key customer issues and advise on policy issues related to customer service. The committee meeting was held on November 1, 2010. Agenda items that the CSAC committee was asked for feedback on, together with recommendations included: GO Brand Guidelines, Stations Sign Standards and new design concepts and an update on the 2011/2012 Rail and Bus Service Plans.

Recommendation:
This report is submitted for information purposes only.

Background:
The last CSAC meeting was held on November 1, 2010. The agenda from this meeting included:

• The proposed GO Brand Revitalization was presented by Anthony Bowman, Manager of Design Marketing and Brand. The committee was asked to give feedback on the proposed brand guidelines. Elements of the GO logo will be used to create aesthetic areas of interest and secondary colours have been proposed to complement the GO logo. The committee provided feedback on the selection of secondary colours, the use of images and graphics as well as design concepts.
• Karla Avis-Birch, Manager of Project Management Programs and Systems presented the proposed design changes to station and terminal signs. The presentation included examples of signage that will be used to streamline and simplify information for our customers as well as improve wayfinding at train stations and bus terminals.
  Members highlighted the need for consistent messaging to ensure clarity. Recommendations included the use of international, municipal and provincial pictograms as well as signage for people with special needs and French language standards. Feedback was also provided in regards to new sign designs.
• Daniel Haufschild, Director of Policy and Planning returned to update the committee on changes to the 2011 / 2012 Bus and Rail Service Plan.
• Paula Edwards, Director of Customer Care, presented the results from the quarterly Customer Service performance report.
• Paula requested feedback on the communications surrounding rail service delays caused by wet leaves on tracks. Although GO attempted to ensure transparency on the nature of the delay, customer feedback indicated that the message needed improvement. Recommendations from the members included revising e-news messaging, providing more detailed communication through other channels (eg. Web), creating an educational campaign using video and special edition GO news. These suggestions will be incorporated into the next Fall season.
• An advance copy of the GO Passenger Charter was presented to the committee. Positive feedback was received on the flyer which will be released publicly on November 8, 2010.
  Customer Service Advisory Committee members suggestions brought forward during the roundtable discussion have been captured on the Action Log for investigation and action. Specific items included, fare integration, Weston GO station access, an Electrification update and accessible parking enforcement and fines.

Budget:
Not applicable.

Attachments:
None.

Respectfully submitted,
Mary Proc Vice President, Customer Service and Human Resources

Subject:

Customer Service Advisory Committee September Minutes

Executive Summary:

The Customer Service Advisory Committee (“CSAC”) was established to promote dialogue and information exchange regarding the public communication of key customer issues and to advise on policy issues related to customer service. The last meeting of this committee was held May 3^rd, 2010.  Agenda items, for which the CSAC was asked for feedback on, together with recommendations, included: Bus Services, GO Electrification Study, Fare and Parking Dispute Resolution Program, and Customer Appreciation Days.

Recommendation:

This report is submitted for information purposes only.

Background:

The last two CSAC meetings were held on September 13^th, 2010 and October 7^th, 2010.  The agenda from the September meeting included the following:

·        Vasie Papadopoulos, Director, Strategic Communications presented the proposed communications and marketing plan to support the rollout of the GO Transit Passenger Charter.  The committee fully supported the plan.  Feedback from the committee included suggestions for additional marketing at stations.  This feedback will be incorporated into the final communications plan. 

·        Paula Edwards, Director, Customer Care reviewed two potential website designs that have been developed for the Passenger Charter and Key Performance Indicators (KPI’s).  Overall, committee feedback was very positive.  Members feedback that was incorporated into the final design, included the preferred web page layout, improved navigation to link Passenger and KPI’s and addition of Customer Service improvements page.

·        A presentation from Daniel Haufschild on the proposed Service Changes for 2011. Committee members provided input into Rail and Bus service changes.

·        Paula Edwards presented the results from the Customer Communications survey. Overall customer satisfaction was 71%.  Specific to e-news communications, customer satisfaction increased to 72%f from 38% the previous year.  Customer feedback and CSAC input into key areas for improvement assisted GO in developing action plans that contributed to this improvement.  Paula also reviewed the current action plan with the members.  Overall the committee was supportive of the plan and pleased with the progress GO is making in this area. 

Customer Service Advisory Committee members suggestions brought forward during the roundtable discussion have been captured on the Action Log for investigation and action.  Specific items included, fare integration and PRESTO, recommended schedule changes to make connections easier for customers, improved information and communications surrounding special events such as Caribana, possible marketing campaigns and feasibility of introducing “quiet cars” on trains.
Not applicable.

Attachments:

None

Submitted by:

Mary Proc
Vice President, Customer Services

Executive Summary:
The Customer Service Advisory Committee (“CSAC”) was established to promote dialogue and information exchange regarding the public communication of key customer issues and to advise on policy issues related to customer service. The last meeting of this committee was held June 14th, 2010. Agenda items, for which the CSAC was asked for feedback on, together with recommendations, included: Online Advisory Panels, Communication Plan to support rollout of new Transit Safety Officer uniform and an update of G20 preparations.

Recommendation:
This report is submitted for information purposes only.

Background:
The last CSAC meeting was held on June 14th 2010. The agenda included the following:

• A presentation from Paula Edwards, Director, Customer Care that included an overview of Online Advisory panels. This new method of capturing customer feedback was fully endorsed by the committee members. The members provided feedback on the communication and rollout plans. Further details to these plans will be reviewed with the members as the project moves towards implementation in early 2011. The members indicated that they would participate in a pilot group when the online panel was launched.
• Matt Holland, Director Transit Safety, presented the communications plan to support the implementation of new Transit Safety Officer (TSO) uniforms. The proposed changes to the TSO uniforms was made at the CSAC meeting on February 1st. The changes were fully endorsed by the committee. The members, at that time, recommended that a communication plan be developed to support the changes. The communication plan, that was presented at the June 14th meeting, incorporated members feedback. It was supported fully by the committee. The rollout of the new uniforms will be effective the week of June 21st, 2010.
• At the request from the committee, Matt Holland also made a confidential presentation regarding GO Transit’s preparations for the G20 summit. The information covered GO’s planning activities, level of service that GO will be running, anticipated impacts to passengers and communication plans to the public. Members of the committee complimented GO on the detailed planning that has occurred and for the fact that GO was continuing to run a normal service and has attempted to minimize impacts to passengers. Members provided suggestions around signing and messaging that could assist passenger flow at Union Station during the summit.
  
• Paul Bedford, Chairman of the Customer Service Committee, made a presentation to the Milton CSAC member as his term on the committee ends August 2010. The member’s contributions to the Advisory Committee and to GO Transit are very much appreciated.
Customer Service Advisory Committee members suggestions brought forward during the roundtable discussion have been captured on the Action Log for investigation and action. Specific items included, recommended stations for potential “Safe Parking” campaigns, suggestions to have local transit information available at GO stations to better assist passengers who are traveling across various modes of transit, recommended improvements to service status messaging and potential marketing campaign to promote benefits of commuting with transit versus driving.

Budget:

Not applicable.

Attachments:
None.


Respectfully submitted,
Mary Proc
Vice President, Customer Services

Subject:

Customer Service Advisory Committee May Minutes

Executive Summary:

The Customer Service Advisory Committee (“CSAC”) was established to promote dialogue and information exchange regarding the public communication of key customer issues and to advise on policy issues related to customer service. The last meeting of this committee was held May 3^rd, 2010.  Agenda items, for which the CSAC was asked for feedback on, together with recommendations, included: Bus Services, GO Electrification Study, Fare and Parking Dispute Resolution Program, and Customer Appreciation Days.

Recommendation:

This report is submitted for information purposes only.

Background:

The Customer Service Advisory Committee meeting was established to promote dialogue and information exchange regarding public communication of key customer issues, serve as a sounding board for key GO Transit issues, aid Metrolinx/GO Transit staff in providing consultation and advice related to customer service and assist in advising on policy issues for service regarding the interest of customers.

The last CSAC meeting was held on May 3rd, 2010.  The agenda included the following:

·        A presentation from Paul Finnerty, Director, Bus Services that included an overview of Bus Operations.  The committee was asked to provide feedback on accessible service and express service in efforts to enhance customer experience.  The committee suggested that a representative from GO Transit Accessibility Committee participate on the CSAC and engage them in discussion on enhancing accessible service for bus.  Regarding express service, the practice has been for bus drivers to accommodate dropping passengers at non-designated routes.  CSAC recommended that express bus service only stop at designated stops on the route.

·        Karen Pitre, Project Director, gave an update on the Electrification Study and asked for input into how to effectively communicate to the passengers and the public.  The committee was clear that how and when communication happened would be important.  The type of information that they heard during the presentation had not been part of the media communications on the topic.  The committee appeared most interested in aspects of electrification that would affect their ride.  Would the ride on an electric train be less bumpy? Faster?  Would this enable more train service?  Karen will return to the committee at a future time with updates and further requests for input into the communication plans.   

·        Steve Weir, Manager Prosecution Services presented a proposed program as an alternative for dispute resolution for contravention of certain parking and fare by-laws.  This process would provide an easier process for customers who receive a ticket for fare and parking related offences.  The new process, if approved, would be an alternative to the time consuming and costly process of attending court. The committee recommended a change in the name of what this program is called, to better convey the customer service improvement it brings.  Otherwise there was strong endorsement for this program.

·        Mary Proc, VP Customer Services presented a schedule for Customer Appreciation Dates and locations and received feedback regarding the location choices and suggestions for other types of customer appreciation initiatives that could be used.

Customer Service Advisory Committee members suggestions brought forward during the roundtable discussion have been captured on the Action Log for investigation and action.  Specific items included improvements to outside information boards, suggestions for improving traffic flow in the GO concourse at Union, and update requests for several parking or station construction projects.  The G20 summit plans and potential impacts to passengers are of great interest and group will be updated in June.

Budget:

Not applicable.

Attachments:

None

Submitted by:

Mary Proc
Vice President, Customer Services

Subject:

Customer Service Advisory Committee February Minutes

Executive Summary:

The Customer Service Advisory Committee (CSAC) was established to promote dialogue and information exchange regarding public communication of key customer issues and advising on policy issues related to customer service The last meeting of this committee was held February 1, 2010.  Agenda items in which the CSAC was asked for feedback and recommendations included Transit Safety Officer Uniform changes, potential fare increase, enhancements to Communication customer satisfaction survey and Union Station Revitalization overview.

Recommendation:

That the Customer Service Committee accept this report on the recent Customer Service Advisory Committee (CSAC) meeting.

Background:

The Customer Service Advisory Committee meeting was established to promote dialogue and information exchange regarding public communication of key customer issues, serve as a sounding board for key GO Transit issues, aid Metrolinx/GO Transit staff in providing consultation and advice related to customer service and assist in advising on policy issues for service regarding the interest of customers.

The last CSAC meeting was held February 1, 2010.  The agenda included the following:

• A presentation from Transit Safety on the proposed changes to Transit Safety Officer (TSO) uniforms.  The changes in which the CSAC members were asked for input specifically cover the uniform appearance and the visibility of body amour. The members were unanimously in favour of TSO’s having body armour that is worn over the uniform.  Recommendation from the members is that a communication strategy be developed to support this change and raise awareness with customers of Transit Safety Officers role.
• A potential fare increase was discussed to gather feedback on customers’ response to a fare increase and how it will be positioned from a communication perspective.  While the members agreed that people generally do not like to see an increase, the consensus was that the proposed increase was balanced.  Suggestions from the members were to introduce a short grace period from the time the Board approves an increase to the effective date and develop a communication package that advises customers what the fare increase is supporting (i.e. fuel increases, property taxes, etc.)
• A review of the enhanced Communication customer satisfaction survey was completed.  Previous year survey has been enhanced to gather feedback across all communication channels in which service delays are communicated versus just E-news channel.  Proposed changes were accepted by the CSAC.
• An overview of Union Station Revitalization plan was presented.  The CSAC members found this very informative and asked that this be a recurring agenda item to keep them updated on progress and impacts to GO passengers.
• A presentation was made to the Richmond Hill CSAC member as their term on the committee ended in January 2010.  His contributions to the Advisory Committee and to GO Transit are very much appreciated.

Customer Service Advisory Committee members suggestions brought forward during the roundtable discussion have been captured on the Action Log for investigation and future action.  Specific items included transit integration improvements to better align schedules, various station service enhancements and a unanimous recommendation that GO capitalize on recent articles about the lengthy times of car commuting to point out the advantages of GO.

Budget:

Not applicable.

Attachments:

None

Submitted by:

Mary Proc
Vice President, Customer Services

Subject:

Customer Service Advisory Committee February Minutes

Executive Summary:

The Customer Service Advisory Committee (CSAC) was established to promote dialogue and information exchange regarding public communication of key customer issues and advising on policy issues related to customer service.  The last meeting of this committee was held October 26^th, 2009.  Agenda items in which the CSAC was asked for feedback and recommendations included the new PRESTO card, Rail services winter preparedness planning and future customer service initiatives.

Recommendation:

That the Customer Service Committee accept this report on the recent Customer Service Advisory Committee (CSAC) meeting.

Background:

The Customer Service Advisory Committee meeting was established to promote dialogue and information exchange regarding public communication of key customer issues, serve as a sounding board for key GO Transit issues, aid Metrolinx/GO Transit staff in providing consultation and advice related to customer service and assist in advising on policy issues for service regarding the interest of customers.

The last CSAC meeting was held October 26^th, 2009.  The agenda included the following:

• Mary Proc, Vice President of Customer Service, gave an overview of key customer service initiatives occurring over the coming year.  The committee provided feedback on the initiatives and indicated the plans were exciting and addressed areas of importance to customers. 
• Frances Chung, Director of Financial Services, gave a presentation on PRESTO.  The presentation included an overview of the new PRESTO card, features and benefits as well as details on the first stage of implementation.  Committee members were asked for feedback regarding the communication package being sent to the pilot group of customers.  Status updates regarding subsequent stages of implementation will be covered at future meetings.
• Mike Cyr, Director of Rail Services, presented the winter preparedness plan for Rail.  He covered in detail the comprehensive list of initiatives to improve on time performance during the winter months.  Committee members commented on the thoroughness of the plan.  The committee recommended that information be communicated to customers on key aspects of the plan.  This was completed in November 2009.

Customer Service Advisory Committee members suggestions brought forward during the roundtable discussion have been captured on the Action Log for investigation and future action.  Specific items included recommendations for safe parking campaigns at specific stations, addition of ticket vending machines at specific stations, request for Electrification study to be added to future meeting and feedback on venues for Customer Appreciation Day events.

Budget:

Not applicable.

Attachments:

None

Submitted by:

Mary Proc
Vice President, Customer Service

Subject:

Customer Service Advisory Committee June Minutes

Recommendation:

That the Customer Service Committee (the “committee”) receive this report on the recent Customer Service Advisory Committee (“CSAC) meeting.

Background:

A special CSAC meeting was convened on June 15^th, 2009.  This meeting was convened specifically as a focus group with the purpose of gathering feedback from the CSAC members to assist in the development of a GO Transit Passenger Charter. 

A summary of their feedback includes:

• Companies that are perceived to have best in class service have some of the following attributes:  engaged employees that are knowledgeable and empowered to resolve customer issues, company markets what customers should expect regarding service, employees are ambassadors,  ease to deal with, no hassles.
• GO Transit Passenger Charter should be specific and measurable.  Standards should include on-time performance/reliability, customer safety and security, cleanliness and a complaint process that is responsive to customer needs.  There was a general discussion around whether a service guarantee should be offered.
• Important that GO Transit employees understand the Passenger Charter and commit to delivering on the standards.  Performance reviews should be linked to the Charter.
• Ideas discussed on marketing the Charter to GO Transit customers include printing on back of customer tickets, GO news special edition, advertising inside trains and buses as well as commuter newspapers and posting at all stations.

A follow up meeting will be held September 14^th, 2009 to review a draft Passenger Charter with the CSAC.  The agenda for this meeting will also include discussion on methods to measure the standards within the Passenger Charter.

Attachments:

None

Submitted by:

Mary Proc
Vice President, Customer Services

Subject:

Customer Service Advisory Committee May Meeting Minutes

Recommendation:

That the Customer Service Committee (the “committee”) receive this report on the recent Customer Service Advisory Committee (“CSAC) meeting.

Background:

The Customer Service Advisory Committee meeting was established to promote dialogue and information exchange regarding public communication of key customer issues, serve as a sounding board for key GO Transit issues, aid Metrolinx/GO Transit staff in providing consultation and advice related to customer service and assist in advising on policy issues for services regarding the interests of customers.

The last CSAC meeting was held on May 25, 2009.  The agenda included:

• A presentation to CSAC on GO Transit website improvement plans.  The CSAC members found this very informative and provided suggestions that will enhance customer experience on the website.  The presentation also included the introduction of a Customer Service Advisory Committee website, to be launched July 10, 2009.  This website includes information on the roles of CSAC, initiatives discussed by CSAC and minutes from meetings.    
• Presentation of a draft Customer Service Quarterly report.  This report provides key performance measures for the quarter and highlights customer comments received within the quarter specific to train lines.  Further it provides information regarding customer service initiatives.  The format of the report was approved by the Customer Service Advisory Committee and will be issued at each quarterly meeting moving forward.
• A review of the Action report that was created to track completion of customer service improvements suggested by CSAC members.   Suggestions were made to further enhance the action report.  The Action report will be issued to CSAC members on a monthly basis as they found it beneficial to regularly see the updates on action being taken by GO Transit on improvements they are suggesting.

Committee members made many specific suggestions for service improvements, and these have been added into the Action report for follow-up.  Specific items included improvements to customer communication surrounding major construction projects, customer service procedures at Stations and enhancing communication when notifying customers of train delays. Action taken will be updated at the next quarterly CSAC meeting. 

Other topics identified by committee member for progress reporting and future discussion include:

• An update on the Presto Fare project for the next meeting.
• Updates on specific website improvements.  CSAC members would like to provide input into new functionality and information.  It was suggested that GO Transit include publishing of key performance measures on the website.

Board Submission
Meeting No. 121
March 13, 2009
Item E-3
To: Board Members
From: Ellen Malcolmson
Chairman Customer Service Advisory Committee

Subject:
Customer Service Advisory Committee
Recommendation:
That the Board receive this report on the recent Customer Service Advisory Committee meeting.
Background:
The Customer Service Advisory Committee held its fourth meeting on Monday February 23, 2009. The meeting lasted from 4:30 pm until after 8:30 pm, reflecting the active participation of the committee members and substantial discussion that took place.

The agenda included:

• Presentation by Bombardier staff on the Customer Service Ambassador program. The committee members provided valuable input on topics including wording, frequency and volume of crew announcements, communications concerning partial platform closures, and door operation.
• Presentation on parking expansion plans. In addition to comments about parking arrangements, the members highlighted the need for improved transit coordination.
• Discussion of the GO2020 Strategic Plan. The committee members found the document informative and recommended that it be made widely available to the public. They recommended considering a more environment-friendly, and less glossy presentation in future. They made a number of suggestions concerning communicating the plan, including Internet presentation, possible distribution on CD, and visits to stations to communicate the plan to customers.
• Presentation on this year's winter rail operations. The committee requested further reports on ongoing initiatives to reduce the impact of winter on rail service, including additional snow clearing devices on the Milton line, reducing snow and ice impacts on doors, and results of research into de-icing methods.

In a general discussion about the effectiveness of the committee, members expressed that they felt there was good communications between the committee, the Board, and GO staff. They indicated that it is an effective forum for providing input to GO from a customer perspective, and that much of the information provided to them as committee members would be interesting and valuable to other customers. It was agreed to solicit input on the committee effectiveness, and suggestions for improvements from the members for future discussion.

Committee members made many specific suggestions for service improvements, and an action program is being established to address these. Specific items included the handling of luggage on services connecting to the airport, coordination with municipalities for use of lots by GO commuters, and use of track-level pedestrian crossings.

Other topics identified by committee members for progress reporting and future discussion include:

• plans to address passenger congestion at Union Station, including accommodation of people needing to use the elevators and relocation of displays away from stair entrances
• ways of communicating the role and activities of the committee to other customers and the public through GO’s web site or other media
• review of the committee effectiveness in meeting its mandate including member suggestions on possible improvements
• development, with the committee’s input, of a passenger charter

A schedule of meetings will be prepared. Meetings will be timed for convenient reporting of committee activity to the Board, and balancing the agendas with time available for discussion.

Attachment (if any):
Nil.

Submitted by:
Ellen Malcolmson
Chairman, Customer Service Advisory Committee

Board Submission
Meeting No. 119
December 12, 2008
Item E-8
TO: Board Members
FROM: Gary McNeil
Managing Director & CEO

Subject:
Customer Service Advisory Committee
Recommendation:
That the Board receive information from the Customer Service Advisory Committee and a summary of action items.
Background:
A Customer Service Advisory Committee was established to serve as a sounding board to GO Transit. Three Customer Service Advisory meetings have been held to date.

A number of action items have resulted as follows:

1. GO’s Winter Preparedness Plan was reviewed and some key feedback from the Committee was received:
   1. compare snow and ice/switch technology used in the GO rail system against other similar systems and publicize the results;
   2. reconfirm train and bus schedules and adjust the schedules as necessary to reflect actual operations, taking into account traffic conditions for buses, construction activity for rail and bus, and other known factors;
   3. local transit services must be encouraged to hold their buses to accommodate late trains; and,
   4. post GO’s information telephone numbers more prominently, specifically at bus stops.
2. GO Train GPS-based tracking system known as Automated Train Local System (ATLS), was reviewed as a possible public tool to be available on the GO web site. It was felt that the product is still in the developmental stage and, while it did demonstrate a worthwhile effort to improve openness, it should not be placed in public view at this time.
3. The electronic changeable message signs to be displayed at the stations have been previewed. The Committee felt the signs will be a welcomed addition to the current portfolio of customer communication products.
4. A draft performance measures (report card) document was reviewed. The Committee requested that rather than publicly display the report card, that GO Board meeting information should be posted on the web in order for the public to see specifically the Monthly On-time, Ridership and Customer Contact reports. In future, the overall performance measures document might be useful but the Committee found the current detailed Board reports more useful.
5. The Committee requested GO consider outfitting all trains with defibrillators. Defibrillators have been placed in every GO train.
6. The Committee will welcome a future presentation by Bombardier, their approach to customer service and the handling of announcements made by the train crews.
   The Committee has established a good working relationship with the GO staff and Ellen Malcolmson and more positive feedback is anticipated in the future.

Submitted by:
Gary McNeil
Managing Director and CEO