Service Excellence Committee
The full agenda, as filed
All 5 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.
SE5.1referred
City Boulevard Tree Removal and Replacement Process
I am writing to express my concern regarding the lengthy process involved in removing a dead tree from a city boulevard and replacing it with a new one. My understanding of the current process requires six visits, as follows: Inspection: City staff inspect the tree to determine if it requires removal. Branch Removal: Staff remove the tree branches. Trunk Removal: Staff remove the tree trunk. Stump Removal: Staff remove the tree stump. Root Removal: Staff remove the tree roots. Tree Planting: Staff plant a new tree. This multi-step process can take up to two years to complete. I believe this timeline is excessive and negatively impacts the aesthetic and environmental value of our neighbourhoods. I propose streamlining this process to involve only two visits: Inspection and Assessment: City would inspect the tree and determine if removal is necessary. If so, they would assess the overall condition of the boulevard and identify the type of tree suitable for replacement. Removal, Root Removal, and Planting: In a single visit, staff would remove the dead tree, including its roots, and immediately plant a new tree. By consolidating these steps, the city can significantly reduce the time required to replace dead trees and improve the overall appearance of our boulevards. I would appreciate the committee's attention to this matter and would welcome the opportunity to discuss this issue further.
The Service Excellence Committee: 1. Referred the item to the General Manager, Parks, Forestry and Recreation and requested that it be addressed in a presentation anticipated from the Division to the Service Excellence Committee.
Staff recommendation as filed
Councillor Paul Ainslie recommends that: 1. The Executive Committee request the Interim Executive Director, Customer Experience Division, in consultation with the General Manager, Parks, Forestry and Recreation, to report to the November 25, 2024, meeting of the Service Excellence Committee with 311 data on service requests for removal and replacement of dead trees from City boulevards, such report to include information about timing from request submitted to removal of trees.
SE5.2referred
Service Delivery Between Municipal Licensing and Standards and 311
I am formally requesting a comprehensive review of the Municipal Standards and Licensing and 311 customer service delivery processes to address delays, complex procedures, and unclear communication. To address these concerns, I propose that the committee request a detailed report outlining the current process, identifying bottlenecks, and proposing recommendations for improvement. This report should include: Discrepancies between Estimated Time of Arrival provided by 311 and Municipal Licensing and Standards. Lack of communication regarding case assignments and investigation outcomes from Municipal Licensing and Standards. Challenges in contacting Municipal Licensing and Standards to obtain case updates. Instances of cases being closed without notifying the complainant. These issues demonstrate the need for a thorough review to identify and address root causes. By conducting this review, the committee can enhance service delivery, reduce costs, and improve the overall constituent experience. Thank you for your attention to this important matter. I look forward to working with the committee to find solutions.
The Service Excellence Committee: 1. Referred the item to the Executive Director, Municipal Licensing and Standards and requested that a briefing note be prepared for Members of Council for the November 25, 2024 meeting of the Service Excellence Committee.
Staff recommendation as filed
Councillor Paul Ainslie recommends that: 1. The Executive Committee request the Executive Director, Municipal Licensing and Standards, and the Interim Executive Director, Customer Experience, to report on the service delivery discrepancies between Municipal Licensing and Standards and 311, and report to the November 25, 2024, meeting of the Service Excellence Committee.
SE5.3referred
Transportation Services 311 Service Request Integration
I am writing to express regarding the lack of full integration between 311 and Transportation Services. This issue is creating additional work and inefficiency for both residents and Council Constituency offices. Currently, when a constituent reports a transportation issue to 311, they are assigned a service request number. However, when our office follows up with Transportation Services using this number, they request a different number from their internal system, Toronto Maintenance Management System. This discrepancy creates unnecessary delays and confusion for both residents and our staff. The process we experience is as follows: Constituents report transportation issues to 311 and are given a service request number. Our office follows up with Transportation Services using the 311-service request number, only to be asked for the Toronto Maintenance Management System number. Our staff must then contact 311 to obtain the Toronto Maintenance Management System number and forward it to Transportation Services. This convoluted process is not only inefficient but also contradicts the City's mandate to integrate services and provide a seamless experience for residents. I request that the committee investigate this issue and seek a report from Transportation Services outlining the reasons for the ongoing lack of integration with 311 and a detailed timeline for full integration. Thank you for your attention to this matter.
The Service Excellence Committee: 1. Referred the item to the General Manager, Transportation Services and requested that it be addressed in a presentation anticipated from the Division to the November 25, 2024 meeting of the Service Excellence Committee.
Staff recommendation as filed
Councillor Paul Ainslie recommends that: 1. The Executive Committee request the General Manager, Transportation Services, and the Interim Executive Director, Customer Experience, to report on the overall practice of utilizing 311 Service Request numbers for transportation issues and their integration with Toronto Maintenance Management System numbers to make the process more efficient for residents, and report to the November 25, 2024, meeting of the Service Excellence Committee.
SE5.4received
Solid Waste Management Services - Street Litter Bin Reliability Rates and Improving Responses
The General Manager, Solid Waste Management Services will give a presentation on Street Litter Bin Reliability Rates and Improving Responses.
The Service Excellence Committee received the Item for information.
SE5.5received
Municipal Licensing and Standards Service Standards and Trends for Animal-Related Service Requests
The Executive Director, Municipal Licensing and Standards will give a presentation on Municipal Licensing and Standards Service Standards and Trends for Animal-Related Service Requests. This presentation will provide an update with respect to Municipal Licensing and Standards' service standards and actions taken to prioritize and improve response times, with a specific focus on service requests responded to by Toronto Animal Services.
The Service Excellence Committee received the Item for information.