Item - 2024.SE4.4

The Service Excellence Committee received the Item for information.

Gary Yorke, Executive Director, Customer Experience Division (311) gave a presentation on Complaints and Compliments Update.

The City of Toronto’s Executive Committee, at its meeting on April 9, 2024, requested the City Manager, in consultation with the Executive Director, Customer Experience (311), to report back to the Service Excellence Committee with a plan for onboarding all the City’s divisions into the City’s new complaints and compliments intake experience.

Phase 1 of the Complaints and Compliments project, launched in February 2024, created a more customer-centric and consistent complaints and compliments intake experience for five 311 integrated service divisions. Phase 1 introduced new channels to submit complaints and compliments through 311, a standardized complaints and escalation management process, and simplified complaints-related webpages on toronto.ca.  Phase 2 will scale the Phase 1 experience to all divisions to further advance fairness and transparency to the public and accountability and responsiveness from the City. 

This report provides an approach and a plan for onboarding City divisions to the standardized complaints and compliments intake experience with outcomes that include:

• An assessment of potential “quick wins”
• Review of current complaints related call volumes for divisions not yet onboarded
• Review of service level agreements for complaints and escalated complaints (escalations)
• Review of policy recommendations for complaints and compliments
• Review of customer facing impacts
• Review of divisional readiness and technical complexity
• Review of supporting system improvements
• High level roadmap of planned activities for onboarding

Fleet Services plans to launch in the third quarter of 2024. Transportation Services and Toronto Shelter and Support Services have committed for Phase 2. Discussions to onboard for the other remaining divisions are ongoing and will be scheduled as divisions and resources become ready.