1. Public Transit and Customer Service: A Critical Link
TO INSPIRE AND INFLUENCE THE EVOLUTION OF INTEGRATED URBAN MOBILITY
INSPIRER ET INFLUENCER L'ÉVOLUTION DE LA MOBILITÉ URBAINE INTÉGRÉE

3. Mississauga Moves: Crombie Announces Ambitious
Rapid Transit Plan
Starting a Conversation about Transit
If re-elected, Jim Watson’s top priority will be to complete the Ottawa Confederation Line on time and on budget, and begin construction on the Stage 2 LRT in  

6. Major Themes Putting Transit at the Centre of Communities
Revolutionizing Service
Focusing on Customers
Greening Transit
Ensuring Financial Health
Strengthening Knowledge and Practice

7. To inspire and influence the evolution of integrated urban mobility.
Who we are
CUTA’s mission is to establish public transit as the primary solution to urban mobility in the achievement of sustainable transportation, and to assist its members in the fulfillment of their mandates.
To inspire and influence the evolution of integrated urban mobility.

8. Integrated Urban Mobility

9. Integrated Urban Mobility

10. Connectivity Proximity Mobility
We want to be linked to our friends, colleagues and family, and communicate with them instantly.
Proximity
We want to be near the places we like to hang out, including work, school, shopping and recreation.
Mobility
We want to be able to get where we need to go, easily, efficiently and seamlessly.

11. Integrated Urban Mobility
The ability for people to move easily from place to place in urban areas according to their own needs.
Mobility Management
The coordination and optimization of all modes of transportation to enable ease of travel in urban areas.

14. COTF was created as an output of CUTA’s current strategic plan; supporting Transit Vision’s 2040 goals of “Focusing on Customers” and “Strengthening Knowledge and Practice”
COTF’s goal is to foster stronger integration of the customer experience into the strategic and operational mindset of transit organizations

17. The primary output to date has been several strong customer initiatives that have been developed by member COTF agencies for use by all CUTA member systems:
Passenger Charter
Wayfinding
Voice of the Customer

18. do our best to be on time
always take your safety seriously
keep you in the know
see that you have a comfortable trip
help you quickly and courteously
be welcoming and accessible to all
do our best to be a good neighbour

19. LAUNCHING A PASSENGER CHARTER
Building Employee Engagement
Building Customer Engagement
Overcoming Resistance
Developing Key Performance Indicators
Launch with a bang and maintain
Training

20. Physical products and installation
WAYFINDING
Graphic design
How is the information conveyed graphically?
How to create an appropriate image?
Physical products and installation
What hardware?
How installed?
How maintained?
Bus stops and Stations
Stop locator
Stop identifier
Service information
Schedule information
Contacts for further information and assistance
Regulatory information

21. VOICE OF THE CUSTOMER Many Tools Available Customer Advisory Committee
Focus Groups
In-Depth Interviews
Internal Research Among Employees
Town Halls
Online Discussion Forums
Customer Comment Analysis
Online Surveys
Onboard Surveys
Online Panels
Customer Satisfaction Surveys
Tracking Studies
Usage and Attitude Research
Market Segmentation
Customer Experience Mapping
Market Assessment Research
Mystery Shopping

22. Examples of Influence with Voice of the Customer
Signage and wayfinding – AMT Passenger information system (Montreal)
Strategy development – Calgary Transit route development
Service planning – Regina Transit 2013 Route changes
Customer-facing projects/programs – STM Website testing, GO Transit communication toolkit campaign
Product or equipment testing – STM lighting

24. Customer Segmentation
Passenger Charter
Arthur Borkwood – Head, Customer Development
Toronto Transit Commission
Customer Segmentation
Paula Edwards – Director, Customer Care
Metrolinx – GO Transit
Youth Outreach and Engagement
Christine Terin – Manager, Marketing & Communications
York Region Transit