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.

• SE3.1amended

  City-wide Service Promise Refresh Initiative Update

  At its meeting held March 19, 2024, 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 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 interactions. The Executive Director, Customer Experience (311) will deliver a presentation to the Service Excellence Committee in response to this request to provide an update on the Service Promise Refresh Initiative and outline the principled statements that make up the refreshed Service Promise. This report serves to complement that presentation by summarizing the work to date and outlining next steps. The Service Promise Refresh Initiative is part of the City of Toronto's journey towards greater service excellence. It will renew the City's guidelines for professional and consistent service in daily interactions with the public, Members of Council, and each other. Significant progress has been made to refresh the Service Promise and City-wide Service Standards, collectively referred to as the Service Promise, and to plan for implementation - first with staff internally, and then to Members of Council and the public.

  The Service Excellence Committee recommends that: 1. The Executive Committee request the Executive Director, Customer Experience (311), to report back to the Service Excellence Committee in the second quarter of 2025, on the Service Promise Refresh implementation progress, compliance rate, and internal or external feedback.

  Staff recommendation as filed

  The Executive Director, Customer Experience (311) recommends that: 1. The Service Excellence Committee receive this report and presentation for information.

• SE3.2amended

  311 Toronto - Framework for Reporting and Dashboards

  The purpose of this report is to provide an update to the Service Excellence Committee on the Customer Experience (311) Division's plans for a new reporting framework and feature that incorporates Ward Dashboards and key performance indicator data for 311 Toronto (311) Integrated Service Divisions, as well as a framework for future reports to highlight key trends. This report will: Provide an overview of existing 311 information available to Members of Council, divisions, and the public. Provide information on the progress towards the establishment of Ward Dashboards and key performance indicator data related to specific City divisions. Provide high-level next steps to producing Dashboards. Outline the framework under which the Customer Experience Division currently reports on and Plans for emerging trends, seasonal, cyclical, and geographic patterns or trajectories and how new Dashboards will complement these efforts. Provide a sample Proof of Concept Dashboard.

  The Service Excellence Committee recommends that: 1. The Executive Committee request the Executive Director, Customer Experience (311), consider including, where feasible, the following features on future versions of the Dashboards: a. multi-year data, including pre-COVID-19 data where available; b. the ability to select multiple wards for comparison or aggregation; c. predictive trends, or normal or target lines on the graphs; d. relative performance against service standards; and e. consideration of how future changes to ward boundaries or service standards may affect reporting.

  Staff recommendation as filed

  The Executive Director, Customer Experience (311) recommends that: 1. Service Excellence Committee receive this report for information.