Mary PROC

Biographical note
Mary Proc is the Vice President of Customer Service Delivery at Metrolinx.  She and her 800 staff are responsible for anticipating and addressing customer needs across the agency’s three transit operations:  GO Transit, the regional rapid transit network for the Greater Toronto and Hamilton Area; Union Pearson Express, the air-rail link between downtown Toronto and Pearson International Airport; and PRESTO, the electronic fare card system used by 11 transit agencies across the Region and in Ottawa. She was named “2015 Woman of the Year” by Progressive Railroading magazine and the League of Railway Industry Women.  Mary was also the 2015 President of the Toronto Railway Club.  She lives just northwest of Toronto and takes GO Transit every day.

Presentation: The impact on customer engagement on transport growth
Metrolinx, an Ontario government agency, was created in 2006 to develop a comprehensive transportation plan for the Greater Toronto and Hamilton region. Its current mandate is to plan, to build, and to operate transit for this major economic region. This presentation explains how one of its operating arms, GO Transit, improved customer satisfaction from 59% to 84%. The audience will learn about the market conditions that triggered a change in direction, the opportunities that customer-journey mapping revealed, and the three lessons learned along the way. With a spend of $30 billion over the next ten years, learn about the challenges that Metrolinx will need to overcome to build a system that continues to meet the needs of its customers and communities.