Item - 2025.SE10.1

The Service Excellence Committee:

1. Requested the Executive Director, Customer Experience Division, in consultation with the appropriate City divisions, to report back to the Service Excellence Committee in January 2026 with details expanding on each of the reported services in the 311 public-facing dashboard, an overview of each service and a description of the service levels.

The Executive Director, Customer Experience Division, the Chief Technology Officer, and the Project Director, Business Intelligence, Customer Experience Division, gave a presentation on Enhancing Transparency and Accountability of City Service Data.

This report responds to direction from City Council and the Executive Committee to enhance transparency and accountability by improving access to existing data and providing additional data regarding City service delivery. Specifically, this report responds to the following direction:

· From the Executive Committee, to report on progress regarding extending training and access to the internal 311 Business Intelligence Tool for the offices of elected officials, and to seek feedback on potential modifications to reporting features; and

· From City Council, to publicly report on performance against service standards, including providing ongoing data analysis and maintaining a central repository for performance and service standards data.

To support the use of the internal 311 Business Intelligence Tool, the Customer Experience Division (CXD) renewed its offer to provide access and training to the Mayor's Office and all Councillors' Offices in January 2025. To date, the Mayor's Office and 11 Councillor's Offices have requested and received access and training to the tool, which provides timely and accessible information on service delivery and performance. Feedback from Councillors’ offices has informed both short-term enhancements to the current CXD Business Intelligence tool and the design of a new, more intuitive tool, being developed in collaboration with the Technology Services Division (TSD).

In October 2025, CXD launched a public-facing Service Standard Dashboard on the City of Toronto's website. This static dashboard presents performance data for a priority list of high-volume and high-impact service categories, delivered by the Integrated Service Divisions (ISDs), including Solid Waste Management Services, Municipal Licensing and Standards, Transportation Services, Parks, and Urban Forestry, that shape Torontonians’ day-to-day experiences. CXD plans to launch an interactive dashboard in the first quarter of 2026 with an expanded data set and an ability for users to filter information by ward, date and/or division.  

Currently, data to populate reporting is extracted and updated manually by CXD, and data is decentralized and managed across various City divisions. TSD is developing the Toronto Data Platform, which will serve as a unified solution to centralize City data, governance and analytics, providing the foundation needed to further enhance the existing public dashboards. The Toronto Data Platform will allow CXD to provide real-time, automated, interactive data, as well as include additional services from across the City over time.

To further enhance transparency and accountability with both elected officials and the public, beginning in the second quarter of 2026, CXD will report bi-annually to the Service Excellence Committee with an analysis of City service delivery data, highlighting any opportunities for improvement. The initial focus will be on data from 311 and the ISDs and on updating the reporting tool to provide automated and real time data.