TTC provides a critical service – carrying millions of Torontonians around Canada’s largest city every day. Due to issues, limitations, and a complicated system, the TTC may not be getting all the passenger revenue it should. TTC and Metrolinx need to work together to resolve these issues.
The following fundamental 3 pillars need to be addressed to bring things back on track:
PRESTO Fare Equipment – Less Available Than Reported
TTC’s reported PRESTO card reader availability rate for June 2019 was 98.8 per cent (target > 99.99 per cent). However, there are issues with this calculation. TTC estimates that the rate is overstated by 2-3%. The most significant issue is frozen PRESTO card readers, which may show as in-service when they are not. The availability calculation for vending machines on new streetcars is also overstated and doesn’t include all out-of-service events, such as “coin box full”.
Improvement Needed in Identifying and Resolving Issues with PRESTO Fare Equipment
PRESTO issues do not always get raised by TTC staff and PRESTO’s vendor’s monitoring team. This impacts how quickly the device is either remotely recovered or repaired by PRESTO staff. The process also needs to be improved for identifying and resolving issues on vending machines on new streetcars, particularly more regular coin collection.
TTC’s Fare Gates Need Further Improvement
TTC needs to continue working with its vendor to improve subway fare gate functionality, including:
TTC Needs More Assurance from PRESTO that it is Receiving All the PRESTO Revenue it Should
Metrolinx provides an audited report to all of its transit agencies to provide assurance over its revenue controls. However, we noted some gaps, including controls at Metrolinx’s retailer network, that need to either be included, or a separate audited report should be provided by this vendor.
Implementing the 34 recommendations will help TTC in working together with Metrolinx to ensure its contractual needs are met and that any potential loss to PRESTO passenger revenue is minimized.
Item 5 – October 24, 2019
AU4.4 – October 25, 2019