Item - 2025.TTC2.6

The Toronto Transit Commission:

1. Directed the Chief Information Officer, Toronto Transit Commission to partner with the Chief Technology Officer, City of Toronto to review opportunities, innovative solutions including partnership opportunities, and costs to deliver public Wi-Fi across TTC transit operations, including tunnels, in line with City Council directions to close the digital divide.

2. Directed the Chief Information Officer, Toronto Transit Commission in collaboration with the Chief Strategy and Customer Experience Officer to conduct a customer survey about the need for public Wi-Fi.

3. Directed the Chief Information Officer, Toronto Transit Commission to report back on the status of this work to the Toronto Transit Commission Board of Directors in July 2025 with a final report in October 2025.

As requested by the Board at its meeting on September 24, 2024, Staff conducted a cost-benefit analysis of a pilot project to provide free public Wi-Fi service on bus and streetcar platforms. To inform this analysis, a Request for Information (RFI) was issued to the market in November 2024 to refine cost estimates and gauge market interest.

The benefits of offering public Wi-Fi on bus and streetcar platforms include providing another means to access real-time service-related information while travelling on the TTC, as well as more generally providing internet access to customers while they are waiting at bus and streetcar platforms. However, recent experience has clearly shown that TTC customers prefer to use faster and more readily available (i.e. no log in required) cellular services, which have also become more affordable over the past several years. This has been illustrated by the rapidly declining use of TTC free public Wi-Fi in subway stations once 5G service became available prior to the end of that service in December 2024, and the limited uptake of Wi-Fi when offered on select surface bus routes over the past several years. As a result, the combination of City of Toronto programs, such as ConnectTO where free public Wi-Fi is available in libraries, community centres, and other civic locations, and more affordable wireless plans is increasingly providing Torontonians with free or lower cost internet access.

All bus and streetcar platforms or waiting areas at subway stations are equipped with real-time information screens displaying next vehicle arrivals and service disruptions. While customers can use internet services, where available, for personal safety such as SafeTTC app reporting, bus and streetcar platforms are also equipped with various features that promote customer safety without requiring Wi-Fi connectivity. Enhanced lighting and camera coverage provide visibility and continuous monitoring. Passenger Assistance Intercoms are located in Designated Waiting Areas (DWA) on subway station platforms, at all elevator lobbies and all fare lines. These intercoms connect to TTC staff, who can arrange emergency response. Public telephones are available on all subway station platforms, station entrances, and bus and streetcar transfer areas. Additionally, customers can report safety concerns via free text messaging, which does not rely on Wi-Fi and all customers can reach 911 using any phone, regardless of data availability or cell plan.

A pilot project would cost approximately $59,000 per station in capital investment to deploy Wi-Fi infrastructure and approximately $70,500 per station in annual operating costs, which includes the cost to provide data, content filtering, and staff support. There is no funding available in the TTC’s 2025 Operating and 2025-2034 Capital Budget and Plan to implement this initiative.

The TTC does not recommend moving forward with a stand-alone Wi-Fi pilot as, while this is technically feasible, historical Wi-Fi usage does not demonstrate a significant portion of TTC transit users are benefitting from this service, and a pilot could cause customer confusion if Wi-Fi is available at certain stations and not others.

To avoid customer confusion and ensure equitable access, if Wi-Fi were to be implemented, the recommendation would be to implement Wi-Fi system-wide at all off-street bus and streetcar platforms. If a decision were made to implement Wi-Fi at these locations, it is estimated to require approximately $2.8 million in initial capital investment across 47 bus and streetcar platforms and $3.3 million in annual operating costs. This funding would have to be re-allocated from other priority initiatives.

Given the required capital and ongoing operating costs to implement this initiative, limited benefits, and available alternatives for customers, it is recommended that the TTC not pursue implementation of Wi-Fi services on bus and streetcar platforms. Any new funding streams should instead be invested in priority initiatives already identified in the TTC’s strategic plans, including the TTC Corporate Plan 2024-2028 and the 2024-2028 5-Year Service and Customer Experience Action Plan (5YSP). That said, it is recommended that TTC forward the information and analysis in this report to the City of Toronto for consideration as part of their ConnectTO program, should dedicated City funding for Wi-Fi implementation become available, noting that there is no existing or planned collaboration with ConnectTO as part of their approved workplan or funding.

Installing the necessary infrastructure to provide free public Wi-Fi service at TTC’s 47 off-street bus and streetcar platforms at subway and LRT stations (including 4 stations on Line 5) is estimated to require an initial capital investment of approximately $59,000 per station, with annual operating costs of approximately $70,500 per station (which includes the cost to provide data, content filtering, and staff support), or approximately $2.8 million in initial capital investment and $3.3 million in annual operating costs.

Funding to provide free public Wi-Fi service is not included in the 2025 Operating Budget or the 2025-2034 Capital Budget and Plan, which was approved by the Board at its meeting on January 10, 2025, and by City Council on February 11, 2025.

The Executive Director, Finance has reviewed this report and agrees with the financial impact information.