Item - 2024.EX17.10

The Executive Committee:

1. Requested the General Manager, Toronto Water to consider developing additional information and communications products regarding sewer back-ups, including a checklist to assist citizens, before, during and after, and to make these materials available through various channels.

At its meeting on July 19, 2024, the Service Excellence Committee considered Item SE4.2 and made recommendations to the Executive Committee.

Summary from the report (July 5, 2024) from the General Manager, Toronto Water:

At its meeting on April 9, 2024, the Executive Committee requested that Infrastructure Services divisions provide updates regarding service standards and opportunities for improving responses and response times to service requests.

In response to this request, Toronto Water has prepared a brief presentation that highlights the Division's strategic customer service objectives, Key Performance Indicators used to monitor progress towards these goals and provides a discussion of Toronto Water's most frequently requested service, "Sewer Line Block Service," as well as work conducted to improve the response service standard.