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←Service Excellence Committee · 2024-09-06 · 2024.SE5.3

The filed record

Transportation Services 311 Service Request Integration

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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 General Manager, Transportation Services and requested that it be addressed in a presentation anticipated from the Division to the November 25, 2024 meeting of the Service Excellence Committee.

On the agenda

As the city filed it

I am writing to express regarding the lack of full integration between 311 and Transportation Services. This issue is creating additional work and inefficiency for both residents and Council Constituency offices. Currently, when a constituent reports a transportation issue to 311, they are assigned a service request number. However, when our office follows up with Transportation Services using this number, they request a different number from their internal system, Toronto Maintenance Management System.

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This discrepancy creates unnecessary delays and confusion for both residents and our staff. The process we experience is as follows: Constituents report transportation issues to 311 and are given a service request number. Our office follows up with Transportation Services using the 311-service request number, only to be asked for the Toronto Maintenance Management System number. Our staff must then contact 311 to obtain the Toronto Maintenance Management System number and forward it to Transportation Services. This convoluted process is not only inefficient but also contradicts the City's mandate to integrate services and provide a seamless experience for residents. I request that the committee investigate this issue and seek a report from Transportation Services outlining the reasons for the ongoing lack of integration with 311 and a detailed timeline for full integration. Thank you for your attention to this matter.

Staff recommended

Councillor Paul Ainslie recommends that: 1. The Executive Committee request the General Manager, Transportation Services, and the Interim Executive Director, Customer Experience, to report on the overall practice of utilizing 311 Service Request numbers for transportation issues and their integration with Toronto Maintenance Management System numbers to make the process more efficient for residents, 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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