Item - 2023.GG3.18
Tracking Status
- City Council adopted this item on May 10, 11 and 12, 2023 with amendments.
- This item was considered by General Government Committee on April 20, 2023 and was adopted with amendments. It will be considered by City Council on May 10, 11 and 12, 2023.
GG3.18 - Customer Experience Division Annual Report - 2022
- Decision Type:
- ACTION
- Status:
- Amended
- Wards:
- All
City Council Decision
City Council on May 10, 11 and 12, 2023, adopted the following:
1. City Council request the Deputy City Manager, Corporate Services to report to the General Government Committee on the 311 Customer Outreach Plan and Matrix prior to initiating the next customer service experience survey.
2. City Council request the Deputy City Manager, Corporate Services to include staff of Members of Council as part of the survey process to hear of constituents' experience with 311 Services.
3. City Council request the Executive Director, Customer Experience, in consultation with the General Manager, Shelter Support and Housing Administration, to report back to the General Government Committee in the fourth quarter of 2024 to explore initiatives that will focus on helping the most vulnerable in our communities to access the services they need; such report to include consultation with existing stakeholder groups, including the unhoused, to determine best pathways of engagement, including the consideration of kiosks, digital/online and phone channels.
4. City Council request the Executive Director, Customer Experience to report back to the General Government Committee in the fourth quarter of 2024 and undertake a study to explore the change in approach and the associated impacts pertaining to the evolution of the current model of addressing the resident/businesses/visitors as a customer to a more holistic approach that aims at resident engagement; such report to incorporate industry wide best practices in North America as they relate to 311 and resident engagement.
Background Information (Committee)
https://www.toronto.ca/legdocs/mmis/2023/gg/bgrd/backgroundfile-235641.pdf
Appendix A - Customer Experience Division - 311 Toronto Key Metrics Report - 2022
https://www.toronto.ca/legdocs/mmis/2023/gg/bgrd/backgroundfile-235644.pdf
Motions (City Council)
That City Council:
1. Request the Deputy City Manager, Corporate Services to report to the General Government Committee on the 311 Customer Outreach Plan and Matrix prior to initiating the next customer service experience survey.
2. Request the Deputy City Manager, Corporate Services to include staff of Members of Council as part of the survey process to hear of constituents experience with 311 services.
That:
1. City Council request the Executive Director, Customer Experience, in consultation with the General Manager, Shelter Support and Housing Administration to report back to the General Government Committee in the fourth quarter of 2024 to explore initiatives that will focus on helping the most vulnerable in our communities to access the services they need; such report to include consultation with existing stakeholder groups, including the unhoused, to determine best pathways of engagement, including the consideration of kiosks, digital/online and phone channels.
2. City Council request the Executive Director, Customer Experience to report back to the General Government Committee in the fourth quarter of 2024 and undertake a study to explore the change in approach and the associated impacts pertaining to the evolution of the current model of addressing the resident/businesses/visitors as a customer to a more holistic approach that aims at resident engagement; such report to incorporate industry wide best practices in North America as they relate to 311 and resident engagement.
Vote (Amend Item) May-12-2023 5:24 PM
| Result: Carried | Majority Required - GG3.18 - Cheng - motion 2 |
|---|---|
| Total members that voted Yes: 19 | Members that voted Yes are Paul Ainslie, Alejandra Bravo, Jon Burnside, Shelley Carroll, Lily Cheng, Stephen Holyday, Ausma Malik, Nick Mantas, Josh Matlow, Jennifer McKelvie, Chris Moise, Amber Morley, Jamaal Myers, Frances Nunziata (Chair), James Pasternak, Gord Perks, Anthony Perruzza, Jaye Robinson, Dianne Saxe |
| Total members that voted No: 3 | Members that voted No are Mike Colle, Vincent Crisanti, Michael Thompson |
| Total members that were Absent: 3 | Members that were absent are Brad Bradford, Gary Crawford, Paula Fletcher |
GG3.18 - Customer Experience Division Annual Report - 2022
- Decision Type:
- ACTION
- Status:
- Amended
- Wards:
- All
Committee Recommendations
The General Government Committee recommends that:
1. City Council receive the report (April 20, 2023) from the Executive Director, Customer Experience, for information.
Origin
Summary
City Council, at its meeting on September 30, 2020, requested the Executive Director, Customer Experience, formerly known as the Director, 311 Toronto (311), to provide information on trending issues received via the Customer Experience Division, on a yearly basis.
The purpose of this report is to provide an understanding of Customer Experience Division's services and trends experienced for the year of 2022 to better inform Members of Council and the residents of Toronto about the services and operations provided by Customer Experience Division and City divisions with which they are integrated.
Background Information
https://www.toronto.ca/legdocs/mmis/2023/gg/bgrd/backgroundfile-235641.pdf
Appendix A - Customer Experience Division - 311 Toronto Key Metrics Report - 2022
https://www.toronto.ca/legdocs/mmis/2023/gg/bgrd/backgroundfile-235644.pdf
Motions
That General Government Committee recommend the item be considered by City Council so that Recommendation 1 will now read:
1. City Council receive this report for information.
Vote (Amend Item) Apr-20-2023
| Result: Carried | Majority Required |
|---|---|
| Total members that voted Yes: 5 | Members that voted Yes are Alejandra Bravo, Lily Cheng, Stephen Holyday, Josh Matlow, James Pasternak (Chair) |
| Total members that voted No: 1 | Members that voted No are Gord Perks |
| Total members that were Absent: 0 | Members that were absent are |