Item - 2018.MM44.17

Tracking Status

  • City Council adopted this item on July 23, 2018 without amendments.

MM44.17 - Improving Toronto's 311 Service Response Times - by Councillor Kristyn Wong-Tam, seconded by Councillor Janet Davis

Decision Type:
ACTION
Status:
Adopted
Wards:
All

City Council Decision

City Council on July 23, 24, 25, 26, 27 and 30, 2018, adopted the following:

 

1. City Council direct the Deputy City Manager, Internal Corporate Services to undertake a review of response time standards for 311 intake calls and emails and implement the following measures:

 

a. establish a maximum intake response time of no more than three (3) days for non-urgent matters and one (1) day for urgent matters so that reference numbers are assigned to files in a timely manner and information is passed on to Divisional staff for their review and follow-up action quickly;


b. monitor 311 service requests which are not updated after five (5) business days and provide the appropriate Divisional staff lead's contact details to the 311 service request initiator at that time;


c. monitor response times and report back to the Government Management Committee in the first quarter of 2019 on 311's progress in meeting these service level standards and means by which additional improvements can be made; and


d. monitor the time it takes for service requests to be closed and report back to the Government Management Committee in the first quarter of 2019 on the average time it takes to complete service requests by issues type and Division for each of Toronto's Municipal districts.

Background Information (City Council)

Motions (City Council)

Motion to Waive Referral (Carried)

Speaker Nunziata advised Council that the provisions of Chapter 27, Council Procedures, require that Motion MM44.17 be referred to the Government Management Committee. A two-thirds vote of the Council Members present is required to waive referral.

Vote (Waive Referral) Jul-25-2018 3:14 PM

Result: Carried Two-Thirds Required - MM44.17 - Waive referral
Total members that voted Yes: 35 Members that voted Yes are Paul Ainslie, Maria Augimeri, Ana Bail„o, Jon Burnside, John Campbell, Christin Carmichael Greb, Josh Colle, Joe Cressy, Janet Davis, Glenn De Baeremaeker, Frank Di Giorgio, Sarah Doucette, John Filion, Paula Fletcher, Michael Ford, Mark Grimes, Jim Hart, Michelle Holland, Norman Kelly, Mike Layton, Josh Matlow, Mary-Margaret McMahon, Miganoush Megardichian, Joe Mihevc, Denzil Minnan-Wong, Frances Nunziata (Chair), Cesar Palacio, Gord Perks, Anthony Perruzza, Neethan Shan, David Shiner, Michael Thompson, Lucy Troisi, Jonathan Tsao, Kristyn Wong-Tam
Total members that voted No: 3 Members that voted No are Gary Crawford, Stephen Holyday, Jaye Robinson
Total members that were Absent: 7 Members that were absent are Vincent Crisanti, Justin J. Di Ciano, Mary Fragedakis, Jim Karygiannis, Giorgio Mammoliti, James Pasternak, John Tory

Motion to Adopt Item (Carried)

Vote (Adopt Item) Jul-27-2018 3:15 PM

Result: Carried Majority Required - MM44.17 - Adopt the item
Total members that voted Yes: 33 Members that voted Yes are Paul Ainslie, Maria Augimeri, Ana Bail„o, Jon Burnside, John Campbell, Christin Carmichael Greb, Josh Colle, Gary Crawford, Joe Cressy, Janet Davis, Glenn De Baeremaeker, Justin J. Di Ciano, Frank Di Giorgio, Sarah Doucette, John Filion, Paula Fletcher, Mary Fragedakis, Jim Hart, Josh Matlow, Mary-Margaret McMahon, Joe Mihevc, Denzil Minnan-Wong, Frances Nunziata (Chair), Cesar Palacio, Gord Perks, Anthony Perruzza, Jaye Robinson, Neethan Shan, David Shiner, Michael Thompson, John Tory, Lucy Troisi, Jonathan Tsao
Total members that voted No: 4 Members that voted No are Michael Ford, Stephen Holyday, Jim Karygiannis, Miganoush Megardichian
Total members that were Absent: 8 Members that were absent are Vincent Crisanti, Mark Grimes, Michelle Holland, Norman Kelly, Mike Layton, Giorgio Mammoliti, James Pasternak, Kristyn Wong-Tam
Source: Toronto City Clerk at www.toronto.ca/council