Item - 2024.SE2.1

Tracking Status

SE2.1 - Customer Experience Division Annual Report - 2023

Decision Type:
ACTION
Status:
Amended
Wards:
All

Committee Decision

The Service Excellence Committee recommends that:

 

1. The Executive Committee request the City Manager, in consultation with the Executive Director, Customer Experience (311), to report back to the Service Excellence Committee by July 19, 2024 with an approach for centralizing and consolidating all routine Tier 1 services and contact centres across City divisions into 311 Toronto (Toronto at Your Service) so that the public has a seamless, accessible, and consistent experience when requesting or inquiring about routine City services; commencing with outstanding services of Parks, Forestry and Recreation full integration into 311, and to provide next steps on the roadmap and the implementation plan by the first quarter of 2025.

 

2. The Executive Committee request 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 an update on the development of the City’s Service Promise, and outlining the specific principles being considered for interactions across all service channels, including staff to public interactions and staff to staff interaction.

Origin

(March 5, 2024) Report from the Executive Director, Customer Experience

Summary

City Council, at its meeting on September 30, 2020, requested the Executive Director, Customer Experience, formerly known as the Director, 311 Toronto, to provide information on trending issues received via the Customer Experience Division (CXD), on a yearly basis. The purpose of this report is to provide a summary of Customer Experience Division’s services, contact centre volumes, projects, and divisional collaborations in 2023.

Background Information

(March 5, 2024) Report from the Executive Director, Customer Experience on Customer Experience Division Annual Report - 2023
https://www.toronto.ca/legdocs/mmis/2024/se/bgrd/backgroundfile-243699.pdf
Appendix A - Customer Experience Division-311 Toronto Key Metrics Report - 2023
https://www.toronto.ca/legdocs/mmis/2024/se/bgrd/backgroundfile-243700.pdf
Appendix B - Customer Experience Division-311 Toronto Key Metrics Report - 2023 TEXT ONLY
https://www.toronto.ca/legdocs/mmis/2024/se/bgrd/backgroundfile-243701.pdf
Appendix C - Customer Experience Division-311 Toronto Annual Dashboard - 2023
https://www.toronto.ca/legdocs/mmis/2024/se/bgrd/backgroundfile-243702.pdf
Appendix D - Customer Experience Division-311 Toronto Annual Dashboard - 2023 TEXT ONLY
https://www.toronto.ca/legdocs/mmis/2024/se/bgrd/backgroundfile-243703.pdf

Communications

(March 19, 2024) E-mail from Dave Shellnutt (SE.New)
https://www.toronto.ca/legdocs/mmis/2024/se/comm/communicationfile-178127.pdf

Speakers

David Shellnutt
Jessica Spieker

Motions

a - Motion to Amend Item moved by Councillor Stephen Holyday (Carried)

That the Executive Committee:

 

1. Request the City Manager, in consultation with the Executive Director, Customer Experience (311), to report back to the Service Excellence Committee by July 19, 2024 with an approach for centralizing and consolidating all routine Tier 1 services and contact centres across City divisions into 311 Toronto (Toronto at Your Service) so that the public has a seamless, accessible, and consistent experience when requesting or inquiring about routine City services; commencing with outstanding services of Parks, Forestry and Recreation full integration into 311, and to provide next steps on the roadmap and the implementation plan by the first quarter of 2025.


b - Motion to Amend Item moved by Councillor Stephen Holyday (Carried)

That the Executive Committee:

 

1. Request 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 an update on the development of the City’s Service Promise, and outlining the specific principles being considered for interactions across all service channels, including staff to public interactions and staff to staff interaction.


Motion to Adopt Item as Amended moved by Councillor Stephen Holyday (Carried)

Point of Order by Councillor Gord Perks

As the Chair reminded the speaker to confine speaking comments to Item SE2.1, Councillor Perks, on a Point of Order, stated that he was looking at the staff report under the heading "BI Bicycle Safety SR Category Improvements" and that the Report before the Committee explicitly talks about how cyclists communicate about safety issues. Councillor Perks stated that in his view the Chair was mistaken that the remarks of the speaker were not relevant and asked the Chair to rule.

Ruling by Councillor Stephen Holyday (Not Upheld)
Chair Holydayaccepted the Point of Order and stated thathe was familiar with the report, and that there are some comments that are in order, and some comments that are not. Chair Holyday ruled thatthere areelements of the deputation which he finds out of order.
Challenged by Councillor Gord Perks

Source: Toronto City Clerk at www.toronto.ca/council