Item - 2023.GG8.19
Tracking Status
- This item was considered by General Government Committee on December 6, 2023 and was adopted without amendment.
GG8.19 - 311 Toronto Service Insight Surveys
- Decision Type:
- ACTION
- Status:
- Adopted
- Wards:
- All
Committee Decision
The General Government Committee:
1. Receive the report (November 22, 2023) from the Executive Director, Customer Experience Division 311 Toronto for information.
Origin
Summary
City Council, the Customer Experience Division (CXD), and 311 Toronto's (311) integrated service divisions (ISDs) have expressed an interest in better understanding satisfaction levels for 311 service users and improving how the City closes the service loop with customers. In response to these interests, Customer Experience Division is in the process of establishing a survey capability proof of concept (POC) that will enable the collection, analysis, and utilization of customer insights from key moments within the customer journey to enhance the customer experience.
The purpose of this report is to provide background information and progress on the development of the proof of concept.
Background Information
https://www.toronto.ca/legdocs/mmis/2023/gg/bgrd/backgroundfile-241063.pdf