Service Excellence Committee
The full agenda, as filed
All 6 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.
SE6.1amended
311 Toronto - Framework for Reporting and Dashboards: Update
The purpose of this report is to provide an update to the Service Excellence Committee on work undertaken by the Customer Experience Division since May 2024. This work supports requests from the Committee to report back on a prototype report ward dashboard and to consider whether additional features could be added (e.g., multi-year data, predictive trends, etc.), where feasible. The Customer Experience Division has been working on the concept of ward dashboards since March 2024. Multiple options were considered and Customer Experience Division and Technology Services Division have determined that the City's existing 311 Business Intelligence reporting tool, is the best option to deliver Ward Dashboards. The 311 Business Intelligence tool has the required functionality to deliver the data Council members have requested be included in ward dashboards. The 311 Business Intelligence tool is preferred as it is a cost-effective solution that is already integrated with key systems. As 311 Business Intelligence is already used by the City, there is no additional cost to add data to this platform or to add users to provide more access to this data. Additionally, 311 Business Intelligence is integrated with the 311 Customer Relationship Management tool as well as with integrated divisional work management systems. While other technologies may provide more powerful visualizations, 311 Business Intelligence offers a more comprehensive, end-to-end solution that better aligns with the City's needs for data consolidation, analysis, and reporting. The 311 Business Intelligence tool's flexibility in integrating with existing data sources, such as Salesforce, and other divisional work management systems, is crucial for long-term scalability. 311 Business Intelligence captures service request information for the following Integrated Service Divisions: Solid Waste Management, Municipal Licensing & Standards (including Toronto Animal Services), Toronto Water, Transportation Services, and Urban Forestry (within Parks, Forestry and Recreation). Integrated Service Division staff currently have access to this platform and service request data along with some Councillor offices. Customer Experience Division staff will work with councillor offices to offer training and grant access to 311 Business Intelligence for those interested in viewing this data.
The Service Excellence Committee recommends that: 1. The Executive Committee request the Executive Director, Customer Experience, to review extending access and training to the offices of Mayor and all Councillors for the 311 Business Intelligence Tool, and to consult with those offices on potential modifications or enhancements to reporting features, and to report back to the Service Excellence Committee in 2025 on progress.
Staff recommendation as filed
The Interim Executive Director, Customer Experience, recommends that: 1. The Service Excellence Committee receive this report for information.
SE6.2adopted
This report responds to City Council direction for the Customer Experience Division, 311 Toronto, in consultation with the Parking Enforcement Unit of the Toronto Police Service, to review and report on the possible use of 311 Toronto as an intake channel for service requests related to parking infractions, and to report back on the possibility of an integration strategy between the Customer Experience Division and the Toronto Police Service. The Customer Experience Division and the Toronto Police Service have worked collaboratively to assess and address opportunities to enhance the customer experience. In 2024, the Customer Experience Division, via 311 Toronto, launched the Non-Emergency Service Steering Committee, along with Toronto Police Service and other City divisions, which focuses on improving the coordination of non-emergency services to improve overall customer experience. This includes assessing and addressing opportunities regarding enhanced parking infraction reporting, and other improvements for non-emergency service coordination. Through this collaboration staff have identified, implemented, and supported: A new live transfer process between 311 Toronto and Toronto Police Service for non-emergency issues. The development of the 2024 "Make the Right Call" public awareness campaign. Sharing additional information on City's external website regarding reporting of parking infractions. These enhancements have successfully supported customers in accessing the necessary services. Since January 2024, 311 Toronto has received approximately 920 calls per month regarding Toronto Police Service parking infractions, which represents approximately 1 percent of 311 call volume. The new live transfer process allows for calls to be screened by 311 Toronto staff and be transferred in live time to the Toronto Police Service Non-Emergency line, providing a "no wrong door" customer-focused approach. Given the success of current efforts, the low volume of inquiries that require transfer, and the significant resources associated with additional integration, no further integration efforts are planned at this time. The Customer Experience Division will continue to work with the Toronto Police Service and other City Divisions to monitor and collaborate on enhanced customer experience opportunities.
The Service Excellence Committee: 1. Received the report (November 7, 2024) from the Interim Executive Director, Customer Experience, for information
Staff recommendation as filed
The Interim Executive Director, Customer Experience, in consultation with the Toronto Police Service, recommends that: 1. The Service Excellence Committee receive this report for information.
SE6.3amended
In support of service excellence and continuous improvement, the City Manager initiated a public opinion poll to gather feedback from Torontonians on a number of topics including City services (such as parks and social services), quality of life (such as cleanliness and public safety), and priorities for the City's budget. The Listening to Toronto survey was conducted by Ipsos LP and in the field between August 28, 2024, to September 18, 2024. The insights from the survey will serve as baseline benchmarks against which future polling results can be measured. The results will augment data available via 311 and data collection initiatives led by City divisions. Taken together, these data sets will provide an understanding of service performance and guide City decision-making to better meet the needs of Toronto residents.
The Service Excellence Committee recommends that: 1. The Executive Committee request the Executive Director, Customer Experience, in collaboration with the City Manger's Office, to analyse, compare and report to the Service Excellence Committee on alignments or contrasts between 311/Customer Experience data and the Listening to Toronto Survey results, and provide recommendations on any enhanced communication opportunities.
Staff recommendation as filed
The City Manager recommends that: 1. The Executive Committee receive this report for information.
SE6.4received
The General Manager, Parks, Forestry and Recreation will give a presentation on Service Standards for Tree Maintenance and Planting Requests.
The Service Excellence Committee received the Item for information.
SE6.5received
Transportation Services' Service Excellence
The General Manager, Transportation Services will give a presentation on Service Standards and Trends related to potholes and boulevard damage, as well as Transportation Services 311 Service Request Integration.
The Service Excellence Committee received the Item for information.
SE6.6adopted
Briefing Note on Referral of Item 2024.SE5.2
On September 6, 2024, the Service Excellence Committee directed Municipal Licensing and Standards to prepare a briefing note for members of Council reviewing Municipal Licensing and Standards and 311 customer service delivery processes (2024.SE5.2). In response to this request, Municipal Licensing and Standards has prepared a briefing note for dissemination to Members to Council that summarizes the issues noted in 2024.SE5.2, provides background on each issue, actions taken to-date, and several next steps to continue to enhance customer service delivery processes. The briefing note is attached to this report and is being communicated to the Service Excellence Committee for information.
The Service Excellence Committee: 1. Received the report (November 22, 2024) from the Executive Director, Municipal Licensing and Standards, for information.
Staff recommendation as filed
The Executive Director, Municipal Licensing and Standards recommends that: 1. The Service Excellence Committee receive this report for information.