Item - 2025.SE8.3

Tracking Status

This item was considered by Service Excellence Committee on June 23, 2025 and was adopted with amendments.

SE8.3 - Transportation Services Salesforce and Maximo Integration

Decision Type:: Presentation

Status:: Amended

Wards:: All

Committee Decision

The Service Excellence Committee:

1. Requested the Deputy City Manager, Corporate Services to report back to the Service Excellence Committee on the plan to integrate the customer relationship management system and operational work order management systems, and the history of the setup in 311 in 2009 by the end of the third quarter of 2025.

Decision Advice and Other Information

Barbara Gray, General Manager, Transportation Services gave a presentation on Transportation Services Salesforce and Maximo Integration.

Summary

The General Manager, Transportation Services, will give a presentation on Transportation Services Salesforce and Maximo integration and provide an update on initiatives aimed at improving the customer service experience.

Background Information

(June 10, 2025) Presentation from The General Manager, Transportation Services on Transportation Services Salesforce and Maximo Integration
https://www.toronto.ca/legdocs/mmis/2025/se/bgrd/backgroundfile-256234.pdf

Motions

Motion to Amend Item moved by Councillor Stephen Holyday (Carried)

That the Service Excellence Committee request that:

1. The Deputy City Manager, Corporate Services report back to the Service Excellence Committee on the plan to integrate customer relationship management system and operational work order management systems and the history of the setup in 311 in 2009 by the end of Q3 2025.