Torontoist recently covered TTC's second advertising campaign to make riders aware of the consequences of operator assault.

Being a transit operator is not an easy job, and those who think otherwise seriously do not understand the nature of their work. But that is topic for another blog discussion.

I'm sure many TTC riders have encountered or witnessed vulnerable situations when a rider causes a commotion with an operator whether it is regarding fare disputes, transit service delays, or when the operator intervenes in issues related to passenger safety. I have encountered several instances where a passenger (1) shouted personally demeaning remarks, (2) spat, and (3) tried to provoke a fight at/with a transit operator.

Putting all other issues about the TTC aside, I think we can all agree that no worker deserves to have to succumb to these situations. So what should we and the TTC do about it? Well, I think that this problem requires more holistic solutions. I think what TTC has done is not enough. Here's a look at what's been done, and what more should be done.

What's been done

If this campaign’s purpose is to bring awareness to the operator assault, then it has accomplished its goal. If the campaign’s purpose is to prevent people from assaulting operators, then it is highly questionable. It’s never effective to prevent someone from doing something simply because “it’s the law,” just like being “tough on crime” has not been effective in curbing crime. The goal is to prevent assaults, not just punish assailants.

I’m also particularly concerned with the quote “Treat TTC workers as you’d want to be treated,” as it should work both ways. Seriously, while I do say that being a TTC operator is a tough gig, there are a rare number of “bad apples” who are confused about what is customer courtesy, and in these cases, TTC surely would not want to passengers to treat operators the way they have treated passengers. See Improving Customer Courtesy below.

2. Installing CCTV and operator screens
TTC is continuing its programme to install cameras on its vehicles, as a means to catch people in the act and to boost overall transit system safety. Also, it intends to install screens to shield operators from passengers.

While I support the installation of these devices, these measures make up only a small component to preventing operator assault. Again, these devices only help to catch and apply a barrier from assailants, they do not prevent the intent of assailants from assaulting them in the first place.

What should be done

If TTC is truly serious about curbing operator assault, they need take measures based on why they’re being assaulted. According to a Commission presentation (Slide 23), the top two motives for operator assault are: fare enforcement (43%) and operating disputes (15%), these two motives make up more than half of all assaults.

A. Mitigate fare enforcement disputes

I assume that most fare enforcement disputes are related to (1) passengers not paying the full cash fare, and (2) abused their use of transfers. Here's what TTC should do:

1. Implement a farecard system

Having a farecard system eliminates the uncertainty that a passenger paid $2.21, $2.75, or whatever. It’s either passengers (1) paid their fare, or (2) didn’t pay their fare. It's easier for operators to make a convincing case to disgruntled passengers when the simply did not pay a fare (in its entirety). I'm sure they can also win over a captive audience of passengers as well should someone decide to not pay altogether.

I recommend that the farecard machine makes a loud recognizable tone if a fare was not properly validated, that way, passengers on board also know that someone did not pay their fare. Allowing passengers on board to understand the fare dispute situation encourage more “eyes on the street vehicle” and allow passengers to invoke shame on the assailant should confrontation arise.

I think the TTC has been very shortsighted for not being on board with PRESTO. Currently, TTC only plans to install them at strategic subway locations where there is a high level of transfers between different transit agencies. If the issue for not implementing the farecard is about money, then it’s time to solicit funding for them to higher levels of government about its more implicit benefits, like this one.

2. Make transfer policies easy and understandable

In addition, TTC’s transfer system is incredibly dated and confusing for passengers. People only understand it through experience. It’s time to eliminate all the confusion by:

• using a much simpler time-based transfer system
• implementing a farecard system and eliminating paper transfers altogether.

A time-based transfer allows passengers to travel on any vehicle for up to a certain time (e.g. 2 hours) as displayed on the transfer. This way, there is much less room for interpretation, and certainly less room for misunderstanding and disputes. If the time is up, it's time to pay up. Nice and simple.

This time-based transfer system should also be applied should a farecard system is implemented.

B. Mitigate operating disputes

Operating such a large transit organization is not an easy task, and I'm sure we can all appreciate that the automobile trumps transit in the North American city. While it may be tougher to provide reliable services to customers, it doesn't mean TTC should accept mediocrity. Here are some of the ways to boost the passenger experience, and thus prevent disgruntled passengers.

1. Provide real-time customer information

TTC should be in the business of providing convenience to customers. It must show commitment to recognizing a passenger’s value of time; waiting for a bus that is expected to arrive unpredictably goes against this philosophy. Providing real-time customer information at stops creates a perception to passengers that a bus is never late. If the buses are not perceived to be late, I can assure you that there would be less disgruntled passengers and less assaults on operators.

To be fair, TTC is beginning a program to install (1) a real-time text information system (2) “next vehicle” displays on select transit stops across the system.

Providing customer information conveys to passengers that their time is valuable. We need to keep in mind that a majority of assailants are rational. There is a reason why most assailants get into these situations, and I think most of time time, it's misunderstanding or that they just aren't seen as valued customers.

2. Improve customer courtesy

Treat others the way you’d want to be treated. This is certainly a two-way street between operators and passengers.

TTC needs to rethink its way its services are delivered and listen to its passengers. Let’s end scheduled breaks in the middle of a schedule runs. Let’s end operators’ lack of desire to answer customer questions. These operational practices convey to passengers that their time and patronage is not important.

TTC needs to create systems that:

• encourage good customer service (e.g. rewards programmes)
• reinforce what is and the benefits of customer courtesy (e.g. courtesy yields higher ridership and less assaults!)
• monitor customer courtesy (e.g. mystery shoppers), and
• create disincentives for poor customer service (e.g. implementing internal customer service improvement programmes, lower salary increases).

TTC also needs to introduce a way to identify operators, whether it may be a name or an operator identification number. That way, passengers have the ability to report good and poor customer service.

C. End rider complacency

While there are many things TTC can do to prevent operator assault, passengers themselves also have a large role to play.

What I find most troubling when these issues arise is the high degree of complacency by passengers. No matter how disruptive the passenger is in the vehicle, people continue to listen to their iPods, continue to read the newspaper, and continue to sleep as if nothing is happening.

I'm not saying that passengers should get involved in situations like this, but what I think would be useful is for passengers to be alert, stare, and let the assailant know that they are being watched. We can all agree that operators don’t deserve to be assaulted, so let’s do our part in supporting and ensuring the safety everyone on board—including operators.

Final Thought

Operator assault is a very serious issue, but it’s time for TTC to really address the issue holistically. To nip the problem in the bud, TTC needs to address the core issues on why operators are being assaulted in the first place.

Majority Retort - [torontoist.com]