Service Excellence Committee
The full agenda, as filed
All 2 items in the clerk’s order. Each carries the city’s own words: the staff recommendation, what the body decided, and its status. Nothing below is written by us.
SE10.1amended
This report responds to direction from City Council and the Executive Committee to enhance transparency and accountability by improving access to existing data and providing additional data regarding City service delivery. Specifically, this report responds to the following direction: · From the Executive Committee, to report on progress regarding extending training and access to the internal 311 Business Intelligence Tool for the offices of elected officials, and to seek feedback on potential modifications to reporting features; and · From City Council, to publicly report on performance against service standards, including providing ongoing data analysis and maintaining a central repository for performance and service standards data. To support the use of the internal 311 Business Intelligence Tool, the Customer Experience Division (CXD) renewed its offer to provide access and training to the Mayor's Office and all Councillors' Offices in January 2025. To date, the Mayor's Office and 11 Councillor's Offices have requested and received access and training to the tool, which provides timely and accessible information on service delivery and performance. Feedback from Councillors' offices has informed both short-term enhancements to the current CXD Business Intelligence tool and the design of a new, more intuitive tool, being developed in collaboration with the Technology Services Division (TSD). In October 2025, CXD launched a public-facing Service Standard Dashboard on the City of Toronto's website. This static dashboard presents performance data for a priority list of high-volume and high-impact service categories, delivered by the Integrated Service Divisions (ISDs), including Solid Waste Management Services, Municipal Licensing and Standards, Transportation Services, Parks, and Urban Forestry, that shape Torontonians' day-to-day experiences. CXD plans to launch an interactive dashboard in the first quarter of 2026 with an expanded data set and an ability for users to filter information by ward, date and/or division. Currently, data to populate reporting is extracted and updated manually by CXD, and data is decentralized and managed across various City divisions. TSD is developing the Toronto Data Platform, which will serve as a unified solution to centralize City data, governance and analytics, providing the foundation needed to further enhance the existing public dashboards. The Toronto Data Platform will allow CXD to provide real-time, automated, interactive data, as well as include additional services from across the City over time. To further enhance transparency and accountability with both elected officials and the public, beginning in the second quarter of 2026, CXD will report bi-annually to the Service Excellence Committee with an analysis of City service delivery data, highlighting any opportunities for improvement. The initial focus will be on data from 311 and the ISDs and on updating the reporting tool to provide automated and real time data.
The Service Excellence Committee: 1. Requested the Executive Director, Customer Experience Division, in consultation with the appropriate City divisions, to report back to the Service Excellence Committee in January 2026 with details expanding on each of the reported services in the 311 public-facing dashboard, an overview of each service and a description of the service levels.
Staff recommendation as filed
The Executive Director, Customer Experience and the Chief Technology Officer recommend that: 1. The Service Excellence Committee receive this report for information.
SE10.2amended
Listening to Toronto Survey: Alignment with 311 Data
As directed by the Service Excellence Committee, the Customer Experience Division (CXD) conducted a comparative analysis of 311 service request data alongside the results from the 2025 Listening to Toronto (LTT) Survey. While these datasets differ in scope and methodology, they offer complementary insights into public service demand, the public's experience with City services and perceptions of service quality. 311 data demonstrates quantitative service demand and operational performance across CXD's Integrated Service Divisions (ISDs), which include Solid Waste Management Services, Transportation Services, Toronto Water, Municipal Licensing and Standards, Urban Forestry, and Parks (Parks was integrated with 311 in September 2025). This data includes volumes of inquiries and service requests, as well as performance against defined service levels. In contrast, the goal of the LTT Survey is to gather insights on satisfaction with select City services, perceptions of quality of life in Toronto, and residents' experiences interacting with the City. The LTT Survey was intentionally crafted to complement insights already collected by 311, providing the City with a more holistic view of how residents experience and evaluate City services. This data supports informed decision-making, resource prioritization, and improvements to better serve the needs of Torontonians. While each data set captures different information, there are some service themes/categories in the LTT Survey where 311 service request data is also available, including: · Streets and Transportation, · Cleanliness, · Parks, and · Public Safety. Insights from the LTT Survey highlighted the importance of clear public communication. CXD continues to strengthen its data analytics capacity to improve how City service data is communicated and shared with the public, divisional partners, and elected officials. In October 2025, the City launched a public-facing Service Standard Dashboard and is developing an interactive dashboard, with an expected launch in the first quarter of 2026, to provide further insight into performance against service standards and service trends. The City is ultimately working towards an automated dashboard that provide access to real-time performance data to proactively identify issues and opportunities. In the interim, CXD's internal Business Intelligence Tool, refreshed daily, is available to ISDs to monitor performance and identify areas for improvement and proactive communication. While real-time tools are in development, CXD will report biannually to the Service Excellence Committee starting in the second quarter of 2026, sharing key trends and insights to support evidence-based decision-making and continuous improvement in service delivery. The City's Communications Division is also leveraging 311 and LTT Survey data, working with divisions to guide proactive, evidence-based communication campaigns. These combined efforts will foster greater public trust, support responsive engagement, and drive continuous improvement in City service delivery.
The Service Excellence Committee: 1. Requested the General Manager, Parks and Recreation, and the General Manager, Transportation Services, in consultation with the Executive Director, Customer Experience Division and other divisions as needed, to report to the Service Excellence Committee in March 2026 on: a. a deeper examination of granular issues, geography and areas of focus; and b. opportunities for improvement found within the Listening to Toronto Survey 2025; and such report should provide the Committee with insights leveraged from 311 data and how City divisions are using this information to inform responsiveness and plans or to make improvements.
Staff recommendation as filed
The Executive Director, Customer Experience recommends that: 1. The Service Excellence Committee receive this report for information.