Public Reporting of Performance and Service Standards

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The decision

2025-03-26 · Toronto City Council · adopted

As filed

City Council on March 26 and 27, 2025, adopted the following: 1. City Council direct all City Divisions to provide the Customer Experience Division with the necessary information to publicly report on their performance against service standards. 2. City Council direct the Executive Director, Customer Experience to start conducting ongoing analysis, reporting on performance trends, identifying areas for improvement, by and not limited to: a.

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developing and maintaining a central repository for performance and service standards data; and b. creating and maintaining user-friendly dashboards and reports for public consumption. 3. City Council direct the Executive Director, Customer Experience to report back to the Service Excellence Committee biannually on the ongoing analysis, reporting and identified areas for improvement in Part 2 above. 4. City Council request the Executive Director, Customer Experience to develop an initial top priority list of service standards to use as a basis for the initial reporting on performance and service standards, with an aim to expand the list over time.

On the agenda

As the city filed it

At its meeting on February 28, 2025, the Service Excellence Committee considered Item SE7.2 and made recommendations to the Executive Committee. Summary from the letter (January 28, 2025) from Councillor Paul Ainslie: Meeting customer service targets remains a key focus for the City of Toronto. Currently, the Customer Experience Division does not publicly post divisional performance data. To address this, City Divisions need to provide the Customer Experience Division with the necessary information to publicly report on their performance against service standards.

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While divisions would benefit from demonstrating resource needs based on performance standards, this data must be aggregated. Customer Experience to conduct ongoing analysis of performance trends, identify areas for improvement, and develop central repository for performance data. User-friendly public dashboards and reports should be created and maintained, providing context, and highlighting service impact on residents. This will enhance public trust, improve service delivery, and promote greater transparency and accountability within the City of Toronto.

Staff recommended

The Service Excellence Committee recommends that: 1. City Council direct all City Divisions to provide the Customer Experience Division with the necessary information to publicly report on their performance against service standards. 2. City Council direct the Executive Director, Customer Experience to start conducting ongoing analysis, reporting on performance trends, identifying areas for improvement, by and not limited to: a.

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developing and maintaining a central repository for performance and service standards data; and b. creating and maintaining user-friendly dashboards and reports for public consumption. 3. City Council direct the Executive Director, Customer Experience to report back to the Service Excellence Committee biannually on the ongoing analysis, reporting, and identified areas for improvement in recommendation 2. 4. City Council request the Executive Director, Customer Experience, to develop an initial top priority list of service standards to use as a basis for the initial reporting on performance and service standards, with an aim to expand the list over time.

Considered

2025-03-19 · Executive Committee · adopted
Decision as filed
The Executive Committee recommends that: 1. City Council direct all City Divisions to provide the Customer Experience Division with the necessary information to publicly report on their performance against service standards. 2. City Council direct the Executive Director, Customer Experience to start conducting ongoing analysis, reporting on performance trends, identifying areas for improvement, by and not limited to: a.
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developing and maintaining a central repository for performance and service standards data; and b. creating and maintaining user-friendly dashboards and reports for public consumption. 3. City Council direct the Executive Director, Customer Experience to report back to the Service Excellence Committee biannually on the ongoing analysis, reporting and identified areas for improvement in Recommendation 2 above. 4. City Council request the Executive Director, Customer Experience to develop an initial top priority list of service standards to use as a basis for the initial reporting on performance and service standards, with an aim to expand the list over time.
2025-03-26 · Toronto City Council · adopted

On the record

The item as the City filed it

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