Item - 2024.SE5.2
Tracking Status
- This item was considered by Service Excellence Committee on September 6, 2024. The Service Excellence Committee has referred this item to an official or other body without making a decision. Consult the text of the decision for further information on the referral.
SE5.2 - Service Delivery Between Municipal Licensing and Standards and 311
- Decision Type:
- ACTION
- Status:
- Referred
- Wards:
- All
Committee Decision
The Service Excellence Committee:
1. Referred the item to the Executive Director, Municipal Licensing and Standards and requested that a briefing note be prepared for Members of Council for the November 25, 2024 meeting of the Service Excellence Committee.
Origin
Summary
I am formally requesting a comprehensive review of the Municipal Standards and Licensing and 311 customer service delivery processes to address delays, complex procedures, and unclear communication.
To address these concerns, I propose that the committee request a detailed report outlining the current process, identifying bottlenecks, and proposing recommendations for improvement. This report should include:
- Discrepancies between Estimated Time of Arrival provided by 311 and Municipal Licensing and Standards.
- Lack of communication regarding case assignments and investigation outcomes from Municipal Licensing and Standards.
- Challenges in contacting Municipal Licensing and Standards to obtain case updates.
- Instances of cases being closed without notifying the complainant.
These issues demonstrate the need for a thorough review to identify and address root causes. By conducting this review, the committee can enhance service delivery, reduce costs, and improve the overall constituent experience.
Thank you for your attention to this important matter. I look forward to working with the committee to find solutions.
Background Information
https://www.toronto.ca/legdocs/mmis/2024/se/bgrd/backgroundfile-248057.pdf
Communications
(September 6, 2024) Presentation from Ingrid Buday, No More Noise Toronto (SE.New)
https://www.toronto.ca/legdocs/mmis/2024/se/comm/communicationfile-182671.pdf
Speakers
Motions
That the Service Excellence Committee refer Item SE5.2 to the Executive Director, Municipal Licensing and Standards and request that a briefing note be prepared for members of council for the November 25, 2024 meeting of the Service Excellence Committee.