Strategic Framework 2021-2024 – Proud of our history, ready for the future

In alignment with the National Transportation Policy, the CTA contributes to achieve:

An accessible, competitive, economic and efficient national transportation system that serves the needs of participants and communities, and in which people trust.

 Vision

A modern high-performing outcome-driven organization which uses its expertise in the Canadian transportation system to provide high value to Canadians.

• A regulatory agency which works with regulated industry, communities and other participants in the transportation system, using a wide variety of regulatory and non-regulatory instruments.
  • We use the most efficient and effective mix of instruments to achieve results and are innovative in how we address regulatory issues.
  • We work with all stakeholders to advance desired outcomes and compliance with legislation and regulations.
  • We maintain current our regulatory framework ensuring its alignment with developments in the transportation system.
• An administrative tribunal that provides timely dispute resolution services and access to justice based on procedures that are commensurate to the impact and complexity of the cases.
  • We protect our independence.
  • We have procedures and processes that are proportionate to the nature, complexity and impact of the disputes.
  • We inform parties about our processes and ensure that they feel heard in their dealings with the Agency.
  • We continue to develop and maintain our deep transportation expertise.
• A diverse, inclusive and equitable organization that works collegially and fosters employee satisfaction and well-being in a renewed work environment.
  • We have a workforce that is representative of the Canadian population.
  • We create a healthy work environment where every CTA employee feels free to share ideas, learns, and contributes to the best of their abilities.
  • We, post-pandemic, take into account the nature of the work and balance the needs of individual employees and of the organization in our new accessible office and in our return to the workplace strategy.

 Priorities

• Resolve the backlog
  Develop and implement the new APPR and accelerate the timely resolution and elimination of the backlog of air travel complaints.
• Improve accessibility in the transportation system
  Leverage all of the CTA's tools to enhance accessibility within the transportation system.
• Enhance stakeholder engagement
  Engage with participants of the transportation system to advance the CTA's mandate.
• Cultivate a culture of continuous improvement
  Develop an organizational culture of continuous improvement, innovation, and data based decision making to drive the best results for Canadians.
• Build a diverse and resilient organization
  Focus on creating an organization that is diverse, inclusive, accessible, resilient, and that fosters a sense of belonging.

 Values

• Respect for democracy
  We uphold Canadian parliamentary democracy and promote constructive and timely exchange of views and information.
• Respect for people
  We treat people with dignity and fairness and foster a cooperative, rewarding work environment.
• Integrity
  We act with honesty, fairness, impartiality and transparency.
• Stewardship
  We use and manage our resources wisely and take full responsibility for our obligations and commitments.
• Excellence
  We provide the highest quality service through innovation, professionalism and responsiveness.