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.
SE8.1amended
City-wide Service Promise Refresh Implementation
This report responds to a request from Executive Committee to report back to the Service Excellence Committee on the Service Promise Refresh implementation progress. The Service Promise Refresh Initiative is part of the City of Toronto's journey towards greater service excellence. It renewed the City's guidelines for professional and consistent service in daily interactions with customers, Members of Council, and other City staff and partners. The Service Promise Refresh was initiated to enhance consistency across Divisions, continue a respectful workplace culture and provide the public with a greater understanding of what they can expect in their daily interactions with the City. The refreshed Service Promise has been implemented across the City. In December 2024, the City published the refreshed Service Promise and Standards publicly on the City of Toronto website and updates have also been made to Divisional Customer Service Standards , where appropriate, to ensure alignment with the refreshed Service Promise across the organization. The refreshed Service Promise was developed in consultation with representatives from 40 City Divisions. Divisional management are responsible for ensuring ongoing staff compliance with the Service Promise. Examples of Divisional-led implementation include requests to update email signatures, Division Heads sharing corporate messaging with staff, and setting autoreplies for Divisional inboxes to provide confidence to the public on when they can expect a response, in a timeframe that meets the Service Standards outlined in the Service Promise. Periodic reminders about obligations to implement the Service Promise will continue to be shared via corporate communications with staff, and with people managers, who are responsible for monitoring the performance of their direct reports to ensure compliance with the Service Promise.
The Service Excellence Committee recommends that: 1. The Executive Committee request the City Manager to ensure the Service Promise is reviewed with the Senior Leadership Team at least bi-annually, and that the division heads spot check compliance within their areas of responsibility.
Staff recommendation as filed
The Executive Director, Customer Experience recommends that: 1. The Service Excellence Committee receive this report for information.
SE8.2received
Service Excellence Committee: Decisions In Progress
This report provides an update on decisions made by the Service Excellence Committee which are in progress of being implemented, as requested by the Service Excellence Committee.
The Service Excellence Committee received the report (June 9, 2025) from the Chief of Staff, City Manager's Office and the Executive Director, Customer Experience for information.
Staff recommendation as filed
The Interim Chief of Staff, City Manager's Office, and the Executive Director, Customer Experience recommend that: 1. The Service Excellence Committee receive this report for information.
SE8.3amended
Transportation Services Salesforce and Maximo Integration
The General Manager, Transportation Services, will give a presentation on Transportation Services Salesforce and Maximo integration and provide an update on initiatives aimed at improving the customer service experience.
The Service Excellence Committee: 1. Requested the Deputy City Manager, Corporate Services to report back to the Service Excellence Committee on the plan to integrate the customer relationship management system and operational work order management systems, and the history of the setup in 311 in 2009 by the end of the third quarter of 2025.