Request for Information (RFI) For the TORONTO TRANSIT COMMISSION s REWARD & RECOGNITION PROGRAMS. RFI No. R03CB13151

Transcription

1 Request for Information (RFI) For the TORONTO TRANSIT COMMISSION s REWARD & RECOGNITION PROGRAMS RFI No. R03CB13151

2 RFI No. R03CB13151 Overview The Toronto Transit Commission (TTC) currently provides a variety of reward and recognition programs for all of its 12,000 (approx.) employees. The goal of these programs is to provide recognition and concrete rewards for work-related achievements, exemplary work performance, reaching career milestones and achieving a variety of target levels for workplace safety. In addition, these programs are intended to support the TTC s mission to provide a reliable, efficient, and integrated bus, streetcar, and subway system that draws its high standards of customer care from our rich traditions of safety, service and courtesy. The TTC recognizes that the following goals should be met by the rewards and recognition program. 1. Promote achievement of the organization s goal s 2. Fit with and support the organization s strategy and structure 3. Attract and retain qualified individuals 4. Promote desired task behaviour 5. Be seen as equitable 6. Comply with the law 7. Be within the financial means of the organization 8. Achieve the above goals in the most cost effective manner 9. Have relevance to the recipient, and a meaningful connection to the TTC In broad terms, the TTC wants to recognize employees for achievement in the following categories. 1. Customer Service 2. Safety 3. Leadership 4. Innovation and Creativity 5. Teamwork The following table indicates ideas for programs that will support the recognition of these traits. Note: not all programs listed below currently exist at the TTC. PROGRAM CUSTOMER SERVICE EXCELLENCE DESCRIPTION To promote a high standard of external and internal customer service. A new feedback mechanism would be introduced for the public and for employees to provide positive feedback to employees/ peers. Feedback to be posted in a visible location. Management can give informal awards based on this. Once a year, formal awards will be given to the top customer service employees in several categories of employment (eg: front line, support, maintenance, by branch)

3 INNOVATION & CREATIVITY EXCELLENCE IN LEADERSHIP GOOD SAMARITAN AWARDS PERFORMANCE PERFORMANCE SPOT AWARDS To promote employee suggestions in the following areas: i- Cost savings (monetary reward) ii- Customer service delivery (monetary reward) iii- Productivity and process improvement (monetary reward) iv- Passenger safety (non-monetary reward) Employees will be entitled to make a suggestion to their supervisor or to other department personnel, for consideration within these categories. Management personnel will be able to nominate an implemented suggestion based on set criteria, for consideration of the award. The recognition committee selects finalists for each category. To promote quality leadership in 3 leadership categories to be determined. Employees will be eligible for nomination in categories yet to be determined but based on the following idea: i- Manager nominates employee ii- Employee nominates manager iii- Open to all The recognition committee selects finalists for each category To recognize employees who are well rounded and offer time and effort in the betterment of society in the following categories: i- Service to the community ii- Champion of diversity iii- Advocate of disabled Persons iv- Transit champion (to replace community watch) Employees are eligible for nominations in these categories, based on a set of criteria to be determined. The recognition committee selects finalists for each category. To recognize employees who go above and beyond their regular job duties to contribute to the productivity of the organization. There should be several categories of award, supporting performance metrics to be established. Employees are eligible for nominations in the categories (TBD), based on a set of criteria to be determined. The recognition committee selects finalists for each category. Executives are each provided with 20 $5 Tim Hortons Gift Cards to be used when travelling on the system or in the workplace (garage, office, etc.) and offered when they witness a TTC employee not just doing their job, but doing their job well; in short, a simple, effective reward mechanism. Examples include: - Providing customers with a clear announcement about a delay or service adjustment - Greeting customers with a smile, thanking them for their fare - Assisting a caregiver or elderly customer board or alight a vehicle - Going above and beyond.

4 EMPLOYEE OF THE YEAR AWARD COURTEOUS DRIVER AWARD LONG SERVICE RETIREMENT AWARD OF MERIT SAFE OPERATOR To recognize one employee who has made extraordinary, well-rounded contributions to the TTC and society. Employees nominated in at least two categories above would be eligible for this award. To recognize and reward Surface and Subway Operators who achieve a safe operating record on a yearly basis. Will recognize operators who do not receive at fault customer complaints, in the same manner as the Safe Operator Award recognized collision free employees. Should be identical in structure to the Safe Operator and Safe Worker award (below) To recognize and show appreciation to employees who are at various continuous service milestones. Introduce a 5 year category Revise gift structure as below: 5 year- small gift 10 year- small TTC print 20 year- pin 25 year- maintain gift selection but may consider decreasing gift value. *Depending on costs of other initiatives consider elimination of 25 year dinner 30 year- gift card and pin 40 year- status quo To recognize and show appreciation to employees at the time of their retirement for their years of service at the Toronto Transit Commission. Consider wider selection of gifts depending on costs To recognize employees and customer who voluntarily perform outstanding or heroic (life saving) acts, putting themselves at risk to protect a life or property A framed certificate is presented to the recipient. To recognize and reward Surface and Subway Operators who achieve a safe operating record on a yearly basis. At the 5,10,20,25,30, 35 to 39 milestones- lapel pin (not necessarily silver) in lieu of card Add the 15 year milestone as well Introduce a $100 gift card at the 10 year mark and change the structure to coincide with safe worker: 30 year- $200 gift card 35 year - $300 gift card 40 year- $500 gift card 45 year- $1,000 gift card At the 20 year mark invite the employee and 1 guest to the corporate awards dinner where special mention will be made

5 SAFE WORKER To recognize and reward Operation Branch Employees who did not incur an OI during their work year. At the 5,10, 15,20,25,30, 35 to 39 milestones lapel pin 10,15,20,25,30,35, 40 milestones- glass etching 30,40,45 milestones- certificate 15 and 25 year milestone- watch 30 year- $200 gift card 35 year - $300 gift card 40 year- $500 gift card 45 year- $1,000 gift card 10 years and each year above- Safe Worker Dinner AWARD OF EXCELLENCE ZERO INJURY At the 20 year mark invite the employee and 1 guest to the corporate awards dinner where special mention will be made To recognize and honour employee performance. The main factors of evaluation are motivation, job performance, and initiative/special contribution. A Safety recognition program that recognizes and awards groups of employees who complete a specific number of consecutive hours of work without a lost time injury not including a third party injury or a re-occurrence injury. While multiple programs have been in place for many years at the TTC, based on recent feedback gained from employees through focus groups, TTC believes there is room for improvement. Objectives of this RFI This RFI is being issued by the TTC to obtain information from interested companies regarding more contemporary methods and rewards, including how, when, and where these incentives should be given to employees; alternatives generated based on best practice approach and/or 3 rd party research evidence and etc. In addition, TTC wishes to review what type of services interested companies are able to offer with respect to administration of recognition and reward programs. Responding to this RFI In order to respond to this RFI companies must complete Appendix A and provide, as an attachment thereto, information respecting the above Objectives of this RFI including, but not limited to, services the company can offer and recommend from the following perspectives: administration of TTC programs. Web-based tools / social media Tangible and intangible rewards

6 Spot-awards Timing and execution of recognition (Who? When? Where? How?) Events Programs / Rewards specific to a public transportation entity It should be noted that the TTC does not currently utilize any web-based methods, including social media, to administer these programs, but is interested in exploring this avenue going forward, and while cost estimates are not part of this RFI, any suggestions or recommendations made should take into consideration the fact that the TTC is a public sector organization that, while interested in motivating and rewarding its employees, is also respectful of the climate of fiscal restraint within which it operates. Deadline to Submit a Response Responses to this RFI should be submitted no later than Tuesday, August 20 th, 2013 at 4:00 p.m. TTC Contact Person Submissions and any inquiries must be directed to: Ms. Grace Li Senior Buyer PH: (416) FAX: (416) grace.li@ttc.ca Subject to the results of this RFI, the TTC may subsequently issue a Request for Proposal in order to retain a company or companies to perform services related to recognition and reward programs. Currently the anticipated program implementation is scheduled for January 2014.

7 RFI No. R03CB APPENDIX A CORPORATE INFORMATION FORM NAME OF COMPANY: ADDRESS: CONTACT: (Name, Tel, ) WEBSITE: _ ADDITIONAL INFORMATION: (ATTACH THE RFI RESPONSE HERETO)