Item - 2024.SE4.2

The Service Excellence Committee recommends that:

1. The Executive Committee request 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.

Lou Di Gironimo, General Manager, Toronto Water gave a presentation on Update on Sewer Line Block Service Standards and Improving Responses.

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.