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←Service Excellence Committee · 2024-09-06 · 2024.SE5.2

The filed record

Service Delivery Between Municipal Licensing and Standards and 311

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The decision

2024-09-06 · Service Excellence Committee · referred

As filed

The Service Excellence Committee: 1. Referred the item to the Executive Director, Municipal Licensing and Standards and requested that a briefing note be prepared for Members of Council for the November 25, 2024 meeting of the Service Excellence Committee.

On the agenda

As the city filed it

I am formally requesting a comprehensive review of the Municipal Standards and Licensing and 311 customer service delivery processes to address delays, complex procedures, and unclear communication. To address these concerns, I propose that the committee request a detailed report outlining the current process, identifying bottlenecks, and proposing recommendations for improvement. This report should include: Discrepancies between Estimated Time of Arrival provided by 311 and Municipal Licensing and Standards.

Show the rest of As the city filed it, 610 more characters as filed

Lack of communication regarding case assignments and investigation outcomes from Municipal Licensing and Standards. Challenges in contacting Municipal Licensing and Standards to obtain case updates. Instances of cases being closed without notifying the complainant. These issues demonstrate the need for a thorough review to identify and address root causes. By conducting this review, the committee can enhance service delivery, reduce costs, and improve the overall constituent experience. Thank you for your attention to this important matter. I look forward to working with the committee to find solutions.

Staff recommended

Councillor Paul Ainslie recommends that: 1. The Executive Committee request the Executive Director, Municipal Licensing and Standards, and the Interim Executive Director, Customer Experience, to report on the service delivery discrepancies between Municipal Licensing and Standards and 311, and report to the November 25, 2024, meeting of the Service Excellence Committee.

    On the record

    The item as the City filed it

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