The filed record
Customer Experience Division Annual Report - 2023
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
2024-03-19 · Service Excellence Committee · amended
As filed
The Service Excellence Committee recommends that: 1. The Executive Committee request the City Manager, in consultation with the Executive Director, Customer Experience (311), to report back to the Service Excellence Committee by July 19, 2024 with an approach for centralizing and consolidating all routine Tier 1 services and contact centres across City divisions into 311 Toronto (Toronto at Your Service) so that the public has a seamless, accessible, and consistent experience when requesting or inquiring about routine City services; commencing with outstanding services of Parks, Forestry and Recreation full integration into 311, and to provide next steps on the roadmap and the implementation plan by the first quarter of 2025.
Show the rest of As filed, 428 more characters as filed
2. The Executive Committee request the City Manager, in consultation with the Executive Director, Customer Experience (311), to report back to the Service Excellence Committee by May 31, 2024 with an update on the development of the City's Service Promise, and outlining the specific principles being considered for interactions across all service channels, including staff to public interactions and staff to staff interaction.
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, to provide information on trending issues received via the Customer Experience Division (CXD), on a yearly basis. The purpose of this report is to provide a summary of Customer Experience Division's services, contact centre volumes, projects, and divisional collaborations in 2023.
Staff recommended
The Executive Director, Customer Experience recommends that the Service Excellence Committee receive this report for information.