Item - 2024.SE2.3

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 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; and

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

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 with a prototype report ward dashboard to be demonstrated by the third quarter of 2024.

3. The Executive Committee request the City Manager, in consultation with the Executive Director, Customer Experience (311) 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.

The Executive Director, Customer Experience (311), gave a presentation on 311 Reporting and Dashboards.

At its meeting on December 18, 2023, 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.