Item - 2023.SE1.1
Tracking Status
- This item was considered by Service Excellence Committee on December 18, 2023 and was adopted with amendments.
SE1.1 - Service Excellence at the City of Toronto
- Decision Type:
- Presentation
- Status:
- Amended
- Wards:
- All
Committee Decision
The Service Excellence Committee:
1. Requested the the City Manager, in consultation with the Executive Director, Customer Excellence (311), to report back to the Service Excellence Committee by the end of March 2024 on efforts underway to enhance the compliments and complaints mechanisms across various divisions and City Offices.
2. Requested the City Manager, in consultation with the Executive Director, Customer Excellence (311), to report back to the Service Excellence Committee by the end of March 2024 on a reporting system that includes Ward Dashboards and key performance indicator data from individual City Divisions.
Decision Advice and Other Information
Kate Bassil, Chief of Staff , City Manager's Office and Gary York, Executive Director, Customer Experience (311) gave a presentation on service excellence at the City of Toronto.
Summary
The Committee will hear a presentation from Paul Johnson, City Manager and Gary Yorke, Executive Director, Customer Experience on service excellence at the City of Toronto.
Background Information
https://www.toronto.ca/legdocs/mmis/2023/se/bgrd/backgroundfile-241616.pdf
Communications
Speakers
Kris Langenfeld
Motions
That:
1. The Service Excellence Committee request the City Manager, in consultation with the Executive Director, Customer Excellence (311), to report back to the Service Excellence Committee by the end of March 2024 on efforts underway to enhance the compliments and complaints mechanisms across various divisions and City Offices.
That:
1. The Service Excellence Committee request the City Manager in consultation with the Executive Director, Customer Excellence (311) to report back to the Service Excellence Committee by the end of March 2024 on a reporting system that includes Ward Dashboards and key performance indicator data from individual City Divisions.