Item - 2013.AU12.12

The implementation of recommendations contained in the 2011 audit report entitled “311 Toronto – Full Potential For Improving Customer Service Has Yet To Be Realized” was assessed in early 2013.  The purpose of this report is to inform the Audit Committee of the implementation status of recommendations in the 311 audit report.

The 2011 audit report contained 12 recommendations. Based on information provided by management staff and our independent analysis and verification, we have determined that nine recommendations have been fully implemented.  The remaining three recommendations were partially implemented.

Since our 2011 audit, 311 Toronto has significantly improved its call response capacity resulting in more calls being answered in a timely manner.  The percentage of calls answered within 30 seconds has increased from 35 per cent in 2011 to 66 per cent in 2013.  Equally important is fewer calls with wait time longer than three minutes.  In 2011, on average nine per cent of callers waited longer than three minutes before answered by an agent.  In 2013, only two per cent of callers needed to wait longer than three minutes for their calls to be answered.  The unplanned absent days per year, according to management staff, have decreased from an average of 22.9 days in 2011 to 16.2 days in 2012.