Item - 2025.GG21.20

The General Government Committee:

1. Received the report (April 29, 2025) from the Executive Director, Customer Experience for information.

The Customer Experience Division is committed to the continuous improvement of the 311 online service experience, as well as the introduction of new features and capabilities, where feasible, that support efficient service delivery and enhance the customer experience. Improvements are informed by ongoing feedback from stakeholders, including the public and elected officials, as well as proactive and continuous reviews by City staff.

At its meeting in February 2025, a letter was submitted to the General Government Committee, outlining specific, targeted areas of functionality and usability of the City of Toronto's 311 service for review. While the City continues to advance broader continuous improvement efforts, the purpose of this report is to respond to the specific areas raised and outline steps that the City has taken or is taking to address these targeted areas, including:

1. Parks and Recreation Integration, which is underway. Parks operations is expected to be integrated by the end of the third quarter of 2025.

2. Enhancements to the 311 self-serve experience for reporting graffiti to the City, which were implemented in the first quarter of 2025.

3. Improvements to the public-facing knowledge base articles to better direct the public to appropriate agencies to report issues with externally managed utility boxes and utility poles, which were implemented in the first quarter of 2025.

4. Removal of the optional fax number field from the contact information section of Service Request forms, implemented in the first quarter of 2025.

5. Completed investigation of reported instances of users searching the 311 application for the status of Service Request Orders for "graffiti removal in progress", and instead being directed to contact 311. Staff have not been able to recreate this situation, but remain committed to addressing this issue should it arise again.

6. Feasibility assessment of introducing account functionality in the 311 app and portal, enabling users to log in, submit Service Requests, and view their request history more easily. The feasibility assessment will be completed by the end of the third quarter of 2025.