Service Excellence Committee
The full agenda, as filed
All 3 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.
SE2.1amended
Customer Experience Division Annual Report - 2023
City Council, at its meeting on September 30, 2020, requested the Executive Director, Customer Experience, formerly known as the Director, 311 Toronto, to provide information on trending issues received via the Customer Experience Division (CXD), on a yearly basis. The purpose of this report is to provide a summary of Customer Experience Division's services, contact centre volumes, projects, and divisional collaborations in 2023.
The Service Excellence Committee recommends that: 1. The Executive Committee request the City Manager, in consultation with the Executive Director, Customer Experience (311), to report back to the Service Excellence Committee by July 19, 2024 with an approach for centralizing and consolidating all routine Tier 1 services and contact centres across City divisions into 311 Toronto (Toronto at Your Service) so that the public has a seamless, accessible, and consistent experience when requesting or inquiring about routine City services; commencing with outstanding services of Parks, Forestry and Recreation full integration into 311, and to provide next steps on the roadmap and the implementation plan by the first quarter of 2025. 2. The Executive Committee request the City Manager, in consultation with the Executive Director, Customer Experience (311), to report back to the Service Excellence Committee by May 31, 2024 with an update on the development of the City's Service Promise, and outlining the specific principles being considered for interactions across all service channels, including staff to public interactions and staff to staff interaction.
Staff recommendation as filed
The Executive Director, Customer Experience recommends that the Service Excellence Committee receive this report for information.
SE2.2amended
Complaints and Compliments - Process Enhancements
At its meeting on December 18, 2023, the City of Toronto's Service Excellence Committee requested the City Manager, in consultation with the Executive Director of the Customer Experience Division (CXD), to report back to the Service Excellence Committee by the end of March 2024 on efforts underway to enhance the complaints and compliments mechanisms across various divisions and City Offices. This report responds to the Committee's request by summarizing the achievements of 2023 and presenting a strategic framework for 2024, focusing on Phase 1 outcomes and the preparation for further expansion. The City of Toronto's Complaints and Compliments project is a strategic initiative designed to improve, standardize and simplify the process of making a complaint or providing feedback to the City, for increased transparency, fairness, and accessibility. Throughout 2023, considerable progress was made in the design and development of new business processes, content simplification, and preparation for the Phase 1 launch. The strategic approach for the upcoming year is focused on a rigorous evaluation of the initial implementation, continuous stakeholder engagement, and the thoughtful expansion of the project's reach to additional divisions.
The Service Excellence Committee recommends that: 1. The Executive Committee request the City Manager, in consultation with the Executive Director, Customer Experience (311), to report back to the Service Excellence Committee by July 19, 2024 with: a. a plan for onboarding all sections within 311 Toronto integrated service divisions, including Toronto Water, Transportation Services, Urban Forestry (Parks, Forestry and Recreation), Municipal Licensing and Standards, and Solid Waste Management Service, into the City's new complaint and compliment intake experience to ensure that the public has a uniform and consistent experience for submitting complaints and compliments across all 311 Toronto integrated service divisions; and b. a plan outlining the strategy for onboarding all City divisions by the end of the second quarter of 2025 into the City's new complaint and compliment intake experience in order make the journey of filing a complaint or compliment more consistent, seamless, accessible, transparent, and fair across all City divisions.
Staff recommendation as filed
The Executive Director, Customer Experience recommends that: 1. Service Excellence Committee receive this report for information.
SE2.3amended
At its meeting on December 18, 2023, the Service Excellence Committee requested the City Manager, in consultation with the Executive Director, Customer Experience (311), to report back to the Service Excellence Committee by the end of March 2024 on a reporting system that includes Ward Dashboards and key performance indicator data from individual City Divisions. This report will: - Provide an overview of existing 311 information available to Councillors and Divisions. - Provide information on the progress towards the establishment of Ward Dashboards and key performance indicator (KPI) data from specific City Divisions. - Identify cross-functional teams that have been engaged in planning around the Dashboards and key performance indicators. - Provide high-level next steps to producing a Dashboard.
The Service Excellence Committee recommends that: 1. The Executive Committee request the City Manager, in consultation with the Executive Director, Customer Experience (311), to report back to the Service Excellence Committee by May 31, 2024 with: a. a plan for a new reporting system that incorporates Ward Dashboards and key performance indicator data for 311 integrated service divisions; and b. a framework for future reports to highlight emerging trends, seasonal, cyclical and geographic patterns or trajectories. 2. The Executive Committee request the City Manager, in consultation with the Executive Director, Customer Experience (311), to report back to the Service Excellence Committee with a prototype report ward dashboard to be demonstrated by the third quarter of 2024. 3. The Executive Committee request the City Manager, in consultation with the Executive Director, Customer Experience (311) ensure the new reporting dashboard tracks the top 10 service request categories for each 311 integrated service division defined in Appendix 1 of the 311 Service Request Catalogue for all wards.
Staff recommendation as filed
The Executive Director, Customer Experience recommends that: 1. Service Excellence Committee receive this report for information.