Item - 2012.MM19.4

Tracking Status

  • City Council adopted this item on March 5, 2012 with amendments.

MM19.4 - Maintaining 311 Toronto Customer Service Levels - by Councillor Kristyn Wong-Tam, seconded by Councillor Mike Layton

Decision Type:
ACTION
Status:
Amended
Wards:
All

City Council Decision

City Council on March 5, 6 and 7, 2012, adopted the following:

 

1.         City Council request the Director of 311 to delay the elimination of email for 311 Toronto service requests in order to ensure we maintain and continue to improve customer service levels for the City of Toronto and review options for reaching their operating budget reductions.

 

2.         City Council request the Deputy City Manager and Chief Financial Officer to report to the March 27, 2012 Budget Committee meeting on a source of funds to offset the cost of retaining the 311 e-mail service; the Budget Committee be requested to submit recommendations to the Executive Committee on a source of funds; and, City Council direct that, in the interim, 311 e-mail service not be interrupted until City Council has considered this matter.

Background Information (City Council)

Revised Member Motion MM19.4
https://www.toronto.ca/legdocs/mmis/2012/mm/bgrd/backgroundfile-45425.pdf
(March 6, 2012) Fiscal Impact Statement from the Deputy City Manager and Chief Financial Officer
https://www.toronto.ca/legdocs/mmis/2012/mm/bgrd/backgroundfile-45709.pdf

Motions (City Council)

Motion to Re-open Item (Carried)

Speaker Nunziata advised that Motion MM19.4 was subject to a reopening of Item EX14.1, headed "2012 Capital and Operating Budgets", only as it relates to 311.  A two-thirds vote is requried to re-open that Item.

Vote (Re-open Item) Mar-06-2012 2:12 PM

Result: Carried Two-Thirds Required - MM19.4 - Reopen Item EX14.1 with respect to 311
Total members that voted Yes: 24 Members that voted Yes are Maria Augimeri, Ana Bail„o, Shelley Carroll, Raymond Cho, Vincent Crisanti, Janet Davis, Glenn De Baeremaeker, Frank Di Giorgio, Sarah Doucette, Paula Fletcher, Mary Fragedakis, Mark Grimes, Mike Layton, Chin Lee, Gloria Lindsay Luby, Giorgio Mammoliti, Josh Matlow, Pam McConnell, Mary-Margaret McMahon, Joe Mihevc, Gord Perks, Anthony Perruzza, Adam Vaughan, Kristyn Wong-Tam
Total members that voted No: 12 Members that voted No are Paul Ainslie, Gary Crawford, Mike Del Grande, Doug Ford, Rob Ford, Doug Holyday, Norman Kelly, Peter Milczyn, Frances Nunziata (Chair), John Parker, Karen Stintz, Michael Thompson
Total members that were Absent: 9 Members that were absent are Michelle Berardinetti, Josh Colle, John Filion, Denzil Minnan-Wong, Ron Moeser, Cesar Palacio, James Pasternak, Jaye Robinson, David Shiner

1 - Motion to Amend Item moved by Councillor Paul Ainslie (Carried)

That Recommendation 2 be deleted and replaced with the following new Recommendation 2:

 

Recommendation to be deleted:

 

2.         City Council request the Director of 311 to report back to the Government Management Committee at its meeting on May 24, 2012 with options for maintaining customer service standards at 311 Toronto and that this report include options for finding efficiencies for e-mail-based service and information requests made by both Councillors and Toronto residents.

 

New Recommendation 2:

 

2.         City Council request the Deputy City Manager and Chief Financial Officer to report to the March 27, 2012 Budget Committee meeting on a source of funds to offset the cost of retaining the 311 e-mail service; the Budget Committee be requested to submit recommendations to the Executive Committee on a source of funds; and City Council direct that, in the interim, 311 e-mail service not be interrupted until City Council has considered this matter.

Vote (Amend Item) Mar-07-2012 2:10 PM

Result: Carried Majority Required - MM19.4 - Ainslie - Amend the item
Total members that voted Yes: 28 Members that voted Yes are Paul Ainslie, Maria Augimeri, Shelley Carroll, Vincent Crisanti, Janet Davis, Glenn De Baeremaeker, Mike Del Grande, Frank Di Giorgio, Sarah Doucette, Paula Fletcher, Doug Ford, Mary Fragedakis, Norman Kelly, Mike Layton, Chin Lee, Gloria Lindsay Luby, Mary-Margaret McMahon, Joe Mihevc, Peter Milczyn, Denzil Minnan-Wong, Frances Nunziata (Chair), John Parker, Gord Perks, Anthony Perruzza, Karen Stintz, Michael Thompson, Adam Vaughan, Kristyn Wong-Tam
Total members that voted No: 2 Members that voted No are Rob Ford, Doug Holyday
Total members that were Absent: 15 Members that were absent are Ana Bail„o, Michelle Berardinetti, Raymond Cho, Josh Colle, Gary Crawford, John Filion, Mark Grimes, Giorgio Mammoliti, Josh Matlow, Pam McConnell, Ron Moeser, Cesar Palacio, James Pasternak, Jaye Robinson, David Shiner

Motion to Adopt Item as Amended (Carried)

Vote (Adopt Item as Amended) Mar-07-2012 2:11 PM

Result: Carried Majority Required - MM19.4 - Adopt the item as amended
Total members that voted Yes: 27 Members that voted Yes are Paul Ainslie, Maria Augimeri, Shelley Carroll, Vincent Crisanti, Janet Davis, Glenn De Baeremaeker, Mike Del Grande, Frank Di Giorgio, Sarah Doucette, Paula Fletcher, Doug Ford, Mary Fragedakis, Norman Kelly, Mike Layton, Chin Lee, Gloria Lindsay Luby, Mary-Margaret McMahon, Joe Mihevc, Peter Milczyn, Denzil Minnan-Wong, Frances Nunziata (Chair), Gord Perks, Anthony Perruzza, Karen Stintz, Michael Thompson, Adam Vaughan, Kristyn Wong-Tam
Total members that voted No: 3 Members that voted No are Rob Ford, Doug Holyday, John Parker
Total members that were Absent: 15 Members that were absent are Ana Bail„o, Michelle Berardinetti, Raymond Cho, Josh Colle, Gary Crawford, John Filion, Mark Grimes, Giorgio Mammoliti, Josh Matlow, Pam McConnell, Ron Moeser, Cesar Palacio, James Pasternak, Jaye Robinson, David Shiner
Source: Toronto City Clerk at www.toronto.ca/council