Item - 2024.SE6.2

The Service Excellence Committee:

1. Received the report (November 7, 2024) from the Interim Executive Director, Customer Experience, for information

Nicole Rebelo, Program Lead, Digital Transformation Project, Toronto Police Services, gave a presentation on Online Parking Complaints Reporting Current State and Next Steps.

This report responds to City Council direction for the Customer Experience Division, 311 Toronto, in consultation with the Parking Enforcement Unit of the Toronto Police Service, to review and report on the possible use of 311 Toronto as an intake channel for service requests related to parking infractions, and to report back on the possibility of an integration strategy between the Customer Experience Division and the Toronto Police Service.

The Customer Experience Division and the Toronto Police Service have worked collaboratively to assess and address opportunities to enhance the customer experience. In 2024, the Customer Experience Division, via 311 Toronto, launched the Non-Emergency Service Steering Committee, along with Toronto Police Service and other City divisions, which focuses on improving the coordination of non-emergency services to improve overall customer experience. This includes assessing and addressing opportunities regarding enhanced parking infraction reporting, and other improvements for non-emergency service coordination. Through this collaboration staff have identified, implemented, and supported:

• A new live transfer process between 311 Toronto and Toronto Police Service for non-emergency issues.
• The development of the 2024 “Make the Right Call” public awareness campaign.
• Sharing additional information on City’s external website regarding reporting of parking infractions.

These enhancements have successfully supported customers in accessing the necessary services. Since January 2024, 311 Toronto has received approximately 920 calls per month regarding Toronto Police Service parking infractions, which represents approximately 1 percent of 311 call volume. The new live transfer process allows for calls to be screened by 311 Toronto staff and be transferred in live time to the Toronto Police Service Non-Emergency line, providing a “no wrong door” customer-focused approach.

Given the success of current efforts, the low volume of inquiries that require transfer, and the significant resources associated with additional integration, no further integration efforts are planned at this time. The Customer Experience Division will continue to work with the Toronto Police Service and other City Divisions to monitor and collaborate on enhanced customer experience opportunities.