Customer Experience Division Annual Report - 2025

Attachment 1 - 2025 Annual Report - Customer Experience Division (311) (Annual Report) provides a detailed look at CXD's operations in 2025, including 311 data trends, phone line metrics and strategic project updates. Attachment 2 - Customer Experience Division - 311 Toronto (CXD-311) Key Metrics Report - 2025 and Attachment 3 - Customer Experience Division - 311 Toronto (CXD-311) - Key Metrics Report 2025 (text-only) provide a detailed breakdown of data by channel, ward and division. In the Annual Report, general service trends include an analysis of all 311 interactions, which shows general inquiries represented most interactions through 311 (61 percent), followed by service requests (34 percent) and status inquiries (5 percent). The top 5 general inquiries in 2025 include Property Tax Billing, Vacant Home Tax, Utility Bill Payments, On-Street Parking Enforcement and Water Utility Bills, while the top 5 service requests include Residential Bin Lid Damaged, Pick-up Dead Wildlife, Property Standards and Maintenance Violations, Injured Wildlife and General Tree Pruning. CXD works closely and partners with Integrated Service Divisions (ISDs), including Solid Waste Management Services, Transportation Services, Toronto Water, Municipal Licensing and Standards, Urban Forestry (within Environment, Climate, and Forestry), and Parks (within Parks and Recreation). CXD intakes and shares service requests with ISDs and provide status updates on service requests to the public, as requested. The volume of service requests submitted through 311 to partner divisions increased by 16 percent from 2024, totaling 537,000 requests in 2025. CXD met the phone channel service level target to answer 80 percent of calls within 75 seconds. The Annual Report provides key information on 2025 operational metrics, such as volumes, service levels, average wait times, and average call handle times across 311's phone lines including the 311 Main Line, the Tax and Utility Line and the Vacant Home Tax Line. It also includes detailed information on the February 2025 Winter Storm, during which 311 received nearly 77,000 calls, and outlines improvements made to the 311 winter operations process for the 2025/2026 winter season. Finally, the Annual Report details progress made on CXD's improvement projects, with a focus on 311 Dashboards, Closing the Loop, the Bloomberg Data Alliance, Vital Services, Blue Bins Transition, Email Channel Enhancement and the Parks Integration. Looking ahead to 2026, CXD is continuing to prioritize several key areas: strengthening digital channels, improving transparency by sharing data more openly, supporting data-driven decision making across the City, and ensuring the public receives clear and consistent support throughout their service request journey. These priorities help the City deliver the transparency, consistency, and accountability that more than three million residents expect, in the channel, language, and device of their choice, 24/7.