Customer Experience Division Annual Report - 2022

The Public Gallery wrote no story on this item. What follows is the city’s own record of what happened to it, as filed: nothing on this page is summarised or scored by us.

The decision

2023-05-10 · Toronto City Council · amended

As filed

City Council on May 10, 11 and 12, 2023, adopted the following: 1. City Council request the Deputy City Manager, Corporate Services to report to the General Government Committee on the 311 Customer Outreach Plan and Matrix prior to initiating the next customer service experience survey. 2. City Council request the Deputy City Manager, Corporate Services to include staff of Members of Council as part of the survey process to hear of constituents' experience with 311 Services.

Show the rest of As filed, 1,092 more characters as filed

3. City Council request the Executive Director, Customer Experience, in consultation with the General Manager, Shelter Support and Housing Administration, to report back to the General Government Committee in the fourth quarter of 2024 to explore initiatives that will focus on helping the most vulnerable in our communities to access the services they need; such report to include consultation with existing stakeholder groups, including the unhoused, to determine best pathways of engagement, including the consideration of kiosks, digital/online and phone channels. 4. City Council request the Executive Director, Customer Experience to report back to the General Government Committee in the fourth quarter of 2024 and undertake a study to explore the change in approach and the associated impacts pertaining to the evolution of the current model of addressing the resident/businesses/visitors as a customer to a more holistic approach that aims at resident engagement; such report to incorporate industry wide best practices in North America as they relate to 311 and resident engagement.

The vote

Amend Item · Carried, 19-3

For (19)Alejandra Bravo, Amber Morley, Anthony Perruzza, Ausma Malik, Chris Moise, Dianne Saxe, Frances Nunziata, Gord Perks, Jamaal Myers, James Pasternak, Jaye Robinson, Jennifer McKelvie, Jon Burnside, Josh Matlow, Lily Cheng, Nick Mantas, Paul Ainslie, Shelley Carroll, Stephen Holyday

Against (3)Michael Thompson, Mike Colle, Vincent Crisanti

Absent (3)Brad Bradford, Gary Crawford, Paula Fletcher

The whole record, all 25 members

Every name opens that member’s record.

On the agenda

As the city filed it

City Council, at its meeting on September 30, 2020, requested the Executive Director, Customer Experience, formerly known as the Director, 311 Toronto (311), to provide information on trending issues received via the Customer Experience Division, on a yearly basis. The purpose of this report is to provide an understanding of Customer Experience Division's services and trends experienced for the year of 2022 to better

Show the rest of As the city filed it, 180 more characters as filed

inform Members of Council and the residents of Toronto about the services and operations provided by Customer Experience Division and City divisions with which they are integrated.

Staff recommended

The Executive Director, Customer Experience recommends that: 1. The General Government Committee receive this report for information.

Considered

2023-04-20 · General Government Committee · amended
Decision as filed
The General Government Committee recommends that: 1. City Council receive the report (April 20, 2023) from the Executive Director, Customer Experience, for information.
2023-05-10 · Toronto City Council · amended

On the record

The item as the City filed it

More from this meeting

The whole meeting