Item - 2024.SE4.3

The Service Excellence Committee received the Item for information.

311 Toronto (Toronto at Your Service) provides residents, businesses, and visitors with easy access to non-emergency City services, programs, and information in more than 180 languages over the phone and 132 languages via the 311 Toronto online portal.

Toronto at Your Service handles Tier 1 requests, which includes general information requests about City programs or general service requests (e.g., reporting an issue, requesting maintenance, etc.) on behalf of its five Integrated Service Divisions (ISDs) - Solid Waste Management Services, Transportation Services, Toronto Water, Municipal Licensing and Standards (including Toronto Animal Services) and Parks, Forestry and Recreation - Urban Forestry.

As directed by the Executive Committee on April 9, 2024, the purpose of this report is to provide an update to the Service Excellence Committee on an approach to:

1. Centralize and consolidate routine Tier 1 services and contact centres across additional City Divisions into 311 Toronto, beyond the current Integrated Service Divisions.

2. Integrate Tier 1 services of Parks, Forestry and Recreation as a first step towards centralization and consolidation.