Item - 2024.EX13.14

The Executive Committee:

1. Requested the City Manager, in consultation with the Executive Director, Customer Experience (311), to report back to the Service Excellence Committee by May 31, 2024 with:

a. a plan for a new reporting system that incorporates Ward Dashboards and key performance indicator data for 311 integrated service divisions, including a plan to make service targets and performance against those targets publicly available; and

b. a framework for future reports to highlight emerging trends, seasonal, cyclical and geographic patterns or trajectories.

2. Requested the City Manager, in consultation with the Executive Director, Customer Experience (311), to report back to the Service Excellence Committee with a prototype report Ward Dashboard to be demonstrated by the third quarter of 2024.

3. Requested the City Manager, in consultation with the Executive Director, Customer Experience (311), to ensure the new reporting dashboard tracks the top 10 service request categories for each 311 integrated service division defined in Appendix 1 of the 311 Service Request Catalogue for all Wards.

4. Requested the Integrated Service Divisions and other City officials, as appropriate, to provide updates with respect to service standards and opportunities for improving responses and response times to service requests, as part of future reports on Customer Service Requests.

At its meeting on March 19, 2024, the Service Excellence Committee considered item SE2.3 and made recommendations to the Executive Committee.

Summary from the report (March 8, 2024) from the Executive Director, Customer Experience:

The Service Excellence Committee requested the City Manager, in consultation with the Executive Director, Customer Experience (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.

This report will:

-  Provide an overview of existing 311 information available to Councillors and Divisions.

-   Provide information on the progress towards the establishment of Ward Dashboards and key performance indicator (KPI) data from specific City Divisions.

-   Identify cross-functional teams that have been engaged in planning around the Dashboards and key performance indicators.

-  Provide high-level next steps to producing a Dashboard.