Item - 2025.SE10.2

The Service Excellence Committee:

1. Requested the General Manager, Parks and Recreation, and the General Manager, Transportation Services, in consultation with the Executive Director, Customer Experience Division and other divisions as needed, to report to the Service Excellence Committee in March 2026 on:

a. a deeper examination of granular issues, geography and areas of focus; and

b. opportunities for improvement found within the Listening to Toronto Survey 2025;

and such report should provide the Committee with insights leveraged from 311 data and how City divisions are using this information to inform responsiveness and plans or to make improvements.

As directed by the Service Excellence Committee, the Customer Experience Division (CXD) conducted a comparative analysis of 311 service request data alongside the results from the 2025 Listening to Toronto (LTT) Survey. While these datasets differ in scope and methodology, they offer complementary insights into public service demand, the public's experience with City services and perceptions of service quality.

311 data demonstrates quantitative service demand and operational performance across CXD’s Integrated Service Divisions (ISDs), which include Solid Waste Management Services, Transportation Services, Toronto Water, Municipal Licensing and Standards, Urban Forestry, and Parks (Parks was integrated with 311 in September 2025). This data includes volumes of inquiries and service requests, as well as performance against defined service levels.

In contrast, the goal of the LTT Survey is to gather insights on satisfaction with select City services, perceptions of quality of life in Toronto, and residents' experiences interacting with the City. The LTT Survey was intentionally crafted to complement insights already collected by 311, providing the City with a more holistic view of how residents experience and evaluate City services. This data supports informed decision-making, resource prioritization, and improvements to better serve the needs of Torontonians.

While each data set captures different information, there are some service themes/categories in the LTT Survey where 311 service request data is also available, including:

· Streets and Transportation,

· Cleanliness,

· Parks, and

· Public Safety.

Insights from the LTT Survey highlighted the importance of clear public communication. CXD continues to strengthen its data analytics capacity to improve how City service data is communicated and shared with the public, divisional partners, and elected officials. In October 2025, the City launched a public-facing Service Standard Dashboard and is developing an interactive dashboard, with an expected launch in the first quarter of 2026, to provide further insight into performance against service standards and service trends. The City is ultimately working towards an automated dashboard that provide access to real-time performance data to proactively identify issues and opportunities.

In the interim, CXD’s internal Business Intelligence Tool, refreshed daily, is available to ISDs to monitor performance and identify areas for improvement and proactive communication. While real-time tools are in development, CXD will report biannually to the Service Excellence Committee starting in the second quarter of 2026, sharing key trends and insights to support evidence-based decision-making and continuous improvement in service delivery. The City's Communications Division is also leveraging 311 and LTT Survey data, working with divisions to guide proactive, evidence-based communication campaigns. These combined efforts will foster greater public trust, support responsive engagement, and drive continuous improvement in City service delivery.