Service Excellence Committee
The full agenda, as filed
All 4 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.
SE4.1received
Seniors Services and Long-Term Care's Service Excellence
The General Manager, Seniors Services and Long-Term Care will provide a presentation to the Service Excellence Committee on Seniors Services and Long-Term Care's Service Excellence.
The Service Excellence Committee received the Item for information.
SE4.2amended
Sewer Line Block Service Standards and Improving Response
At its meeting on April 9, 2024, the Executive Committee requested that Infrastructure Services divisions provide updates regarding service standards and opportunities for improving responses and response times to service requests. In response to this request, Toronto Water has prepared a brief presentation that highlights the Division's strategic customer service objectives, Key Performance Indicators used to monitor progress towards these goals and provides a discussion of Toronto Water's most frequently requested service, "Sewer Line Block Service," as well as work conducted to improve the response service standard.
The Service Excellence Committee recommends that: 1. The Executive Committee request the General Manager, Toronto Water to consider developing additional information and communications products regarding sewer back-ups, including a checklist to assist citizens, before, during, and after, and to make these materials available through various channels.
Staff recommendation as filed
The General Manager, Toronto Water recommends that: 1. The Executive Committee receive this report for information.
SE4.3received
Toronto At Your Service - Service Request Expansion and Contact Centre Consolidation
311 Toronto (Toronto at Your Service) provides residents, businesses, and visitors with easy access to non-emergency City services, programs, and information in more than 180 languages over the phone and 132 languages via the 311 Toronto online portal. Toronto at Your Service handles Tier 1 requests, which includes general information requests about City programs or general service requests (e.g., reporting an issue, requesting maintenance, etc.) on behalf of its five Integrated Service Divisions (ISDs) - Solid Waste Management Services, Transportation Services, Toronto Water, Municipal Licensing and Standards (including Toronto Animal Services) and Parks, Forestry and Recreation - Urban Forestry. As directed by the Executive Committee on April 9, 2024, the purpose of this report is to provide an update to the Service Excellence Committee on an approach to: 1. Centralize and consolidate routine Tier 1 services and contact centres across additional City Divisions into 311 Toronto, beyond the current Integrated Service Divisions. 2. Integrate Tier 1 services of Parks, Forestry and Recreation as a first step towards centralization and consolidation.
The Service Excellence Committee received the Item for information.
Staff recommendation as filed
The Executive Director, Customer Experience recommends that: 1. The Service Excellence Committee receive this report for information.
SE4.4received
Complaints and Compliments Phase 2 Plan
The City of Toronto's Executive Committee, at its meeting on April 9, 2024, requested the City Manager, in consultation with the Executive Director, Customer Experience (311), to report back to the Service Excellence Committee with a plan for onboarding all the City's divisions into the City's new complaints and compliments intake experience. Phase 1 of the Complaints and Compliments project, launched in February 2024, created a more customer-centric and consistent complaints and compliments intake experience for five 311 integrated service divisions. Phase 1 introduced new channels to submit complaints and compliments through 311, a standardized complaints and escalation management process, and simplified complaints-related webpages on toronto.ca. Phase 2 will scale the Phase 1 experience to all divisions to further advance fairness and transparency to the public and accountability and responsiveness from the City. This report provides an approach and a plan for onboarding City divisions to the standardized complaints and compliments intake experience with outcomes that include: An assessment of potential "quick wins" Review of current complaints related call volumes for divisions not yet onboarded Review of service level agreements for complaints and escalated complaints (escalations) Review of policy recommendations for complaints and compliments Review of customer facing impacts Review of divisional readiness and technical complexity Review of supporting system improvements High level roadmap of planned activities for onboarding Fleet Services plans to launch in the third quarter of 2024. Transportation Services and Toronto Shelter and Support Services have committed for Phase 2. Discussions to onboard for the other remaining divisions are ongoing and will be scheduled as divisions and resources become ready.
The Service Excellence Committee received the Item for information.
Staff recommendation as filed
The Executive Director, Customer Experience recommends that: 1. The Service Excellence Committee receive this report for information.