Item - 2024.SE2.1

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.

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.

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.