Item - 2011.AU5.2
Tracking Status
- City Council adopted this item on February 6, 2012 with amendments.
- This item was considered by Audit Committee on November 23, 2011 and was adopted with amendments. It will be considered by City Council on February 6, 2012.
AU5.2 - 311 Toronto - Full Potential For Improving Customer Service Has Yet To Be Realized
- Decision Type:
- ACTION
- Status:
- Amended
- Wards:
- All
City Council Decision
City Council on February 6 and 7, 2012, adopted the following:
1. City Council request the Director, 311 Toronto Division, to take steps to reduce call wait time and call abandoned rate (i.e., percentage of calls not answered). Such steps should include but not be limited to:
a. Increasing the number of calls answered per staff per day;
b. Addressing the daily absenteeism issue among contact center staff; and
c. Ensuring effective monitoring measures.
2. City Council request the Deputy City Managers, in consultation with the Director, 311 Toronto Division, to conduct a comprehensive review of business processes of the call centers operated by Solid Waste Management, Municipal Licensing and Standards, and Urban Forestry, with a view to streamlining processes to effect a consolidation of operations.
3. City Council request the Director, 311 Toronto Division, in consultation with the General Managers/Executive Director of Solid Waste Management, Transportation Services, Toronto Water, Municipal Licensing and Standards, and Parks, Forestry and Recreation, to improve the service request status information such that customers are provided with accurate and clear status information on-line.
4. City Council request the Director, 311 Toronto Division, to ensure timely response to divisional change requests such that information used by 311 agents is up-to-date to meet both divisional and customer needs.
5. City Council request the Director, 311 Toronto Division, to expedite the finalization of a Service Level Agreement with the five City divisions whose service requests are created by 311 Toronto. Protocol and procedures relating to updating divisional information, reporting frequency and criteria, and dispute resolution are to be adequately addressed in the Service Level Agreement.
6. City Council request the Director, 311 Toronto Division, to review daily call patterns and staff levels to ensure an appropriate level of staff coverage.
7. City Council request the Director, 311 Toronto Division, to ensure cost-effective deployment of staff in alignment with workload for the overnight shift.
8. City Council request the City Manager, in consultation with the Chief Information Officer and the Director, 311 Toronto Division, to review the level of information technology staff resources in the 311 Toronto Division to identify cost saving opportunities. Such a review should include assessing the merits of merging 311 Toronto information technology resources into the Corporate Information and Technology Division.
9. City Council request the Director, 311 Toronto Division, to develop a business case on incorporating telephone self-serve technologies into 311 operation where necessary to improve service level and reduce call wait time. The business case should outline short-term and long-term costs and potential benefits.
10. City Council request the Director, 311 Toronto Division, to consider including a customer satisfaction survey questionnaire in the 311 Toronto website to facilitate timely customer feedback. The survey results be periodically analyzed and reported on the 311 website or through other means.
11. City Council request the General Manager, Parks, Forestry and Recreation, to assess the need for carrying forward the balance of the fund in the 311 Customer Service Strategy sub-project to 2012 Capital Budget. Should the fund be carried forward to future years, the General Manager, Parks, Forestry and Recreation ensure consultation and coordination with the Director, 311 Toronto Division in future expenditures of the fund.
12. City Council request the Director, 311 Toronto Division, in consultation with the Chief Financial Officer, to ensure that the inter-departmental charges to divisions are based on updated and accurate information supporting the basis for funding and cost recoveries.
13. City Council request the Director, 311 Toronto Division, and the Executive Director, Human Resources, in consultation with any other relevant officials, to:
a. report to the next meeting of the Employee and Labour Relations Committee on what might contribute to improved customer service at 311 Toronto as it pertains to the City's Collective Agreements; and
b. be in attendance at the Employee and Labour Relations Committee meeting when this matter is considered.
14. City Council direct the City Manager to report to the July 11 and 12, 2012 meeting of Council on applications that can be used to improve scheduling and other efficiency tools such as those used in Baltimore and Miami.
15. City Council direct the City Manager to provide each Councillor's office with a lesson on how to make use of their Ward-specific 311 data.
16. City Council direct the City Manager to explore cost recovery options for the provision of 311 services for agencies, boards and commissions and report to Executive Committee.
Background Information (Committee)
https://www.toronto.ca/legdocs/mmis/2011/au/bgrd/backgroundfile-42365.pdf
(October 17, 2011) Appendix 1 - 311 Toronto - Full Potential for Improving Customer Service has yet to be Realized
https://www.toronto.ca/legdocs/mmis/2011/au/bgrd/backgroundfile-42370.pdf
(October 17, 2011) Appendix 2 - Management's Response to Audit Recommendations on 311 Toronto
https://www.toronto.ca/legdocs/mmis/2011/au/bgrd/backgroundfile-42367.pdf
(November 23, 2011) Presentation material submitted by the Auditor General's Office headed "Review of 311 Toronto"
https://www.toronto.ca/legdocs/mmis/2011/au/bgrd/backgroundfile-42531.pdf
Background Information (City Council)
https://www.toronto.ca/legdocs/mmis/2012/cc/bgrd/backgroundfile-45147.pdf
Motions (City Council)
That City Council direct the City Manager to report to the July 11 and 12, 2012 meeting of Council on applications that can be used to improve scheduling and other efficiency tools such as those used in Baltimore and Miami.
Vote (Amend Item (Additional)) Feb-06-2012 5:04 PM
Result: Carried | Majority Required - AU5.2 - Minnan-Wong - motion 1 |
---|---|
Total members that voted Yes: 35 | Members that voted Yes are Paul Ainslie, Maria Augimeri, Shelley Carroll, Raymond Cho, Josh Colle, Gary Crawford, Vincent Crisanti, Janet Davis, Glenn De Baeremaeker, Mike Del Grande, Frank Di Giorgio, Sarah Doucette, John Filion, Paula Fletcher, Mary Fragedakis, Mark Grimes, Doug Holyday, Norman Kelly, Mike Layton, Chin Lee, Giorgio Mammoliti, Josh Matlow, Pam McConnell, Mary-Margaret McMahon, Joe Mihevc, Frances Nunziata (Chair), Cesar Palacio, John Parker, James Pasternak, Gord Perks, Jaye Robinson, David Shiner, Michael Thompson, Adam Vaughan, Kristyn Wong-Tam |
Total members that voted No: 0 | Members that voted No are |
Total members that were Absent: 10 | Members that were absent are Ana Bailão, Michelle Berardinetti, Doug Ford, Rob Ford, Gloria Lindsay Luby, Peter Milczyn, Denzil Minnan-Wong, Ron Moeser, Anthony Perruzza, Karen Stintz |
That City Council direct the City Manager to provide each Councillor's office with a lesson on how to make use of their Ward-specific 311 data.
Vote (Amend Item (Additional)) Feb-06-2012 5:05 PM
Result: Carried | Majority Required - AU5.2 - Carroll - motion 2 |
---|---|
Total members that voted Yes: 33 | Members that voted Yes are Paul Ainslie, Maria Augimeri, Shelley Carroll, Raymond Cho, Josh Colle, Gary Crawford, Vincent Crisanti, Janet Davis, Glenn De Baeremaeker, Mike Del Grande, Frank Di Giorgio, Sarah Doucette, John Filion, Paula Fletcher, Mary Fragedakis, Mark Grimes, Doug Holyday, Norman Kelly, Mike Layton, Chin Lee, Josh Matlow, Pam McConnell, Mary-Margaret McMahon, Joe Mihevc, Cesar Palacio, John Parker, James Pasternak, Gord Perks, Jaye Robinson, David Shiner, Michael Thompson, Adam Vaughan, Kristyn Wong-Tam |
Total members that voted No: 2 | Members that voted No are Giorgio Mammoliti, Frances Nunziata (Chair) |
Total members that were Absent: 10 | Members that were absent are Ana Bailão, Michelle Berardinetti, Doug Ford, Rob Ford, Gloria Lindsay Luby, Peter Milczyn, Denzil Minnan-Wong, Ron Moeser, Anthony Perruzza, Karen Stintz |
That City Council direct the City Manager to explore cost recovery options for the provision of 311 services for agencies, boards and commmissions and report to Executive Committee.
Vote (Amend Item (Additional)) Feb-06-2012 5:06 PM
Result: Carried | Majority Required - AU5.2 - Fletcher - motion 3 |
---|---|
Total members that voted Yes: 28 | Members that voted Yes are Paul Ainslie, Raymond Cho, Josh Colle, Gary Crawford, Vincent Crisanti, Janet Davis, Glenn De Baeremaeker, Mike Del Grande, Frank Di Giorgio, Sarah Doucette, John Filion, Paula Fletcher, Mary Fragedakis, Mark Grimes, Doug Holyday, Norman Kelly, Giorgio Mammoliti, Pam McConnell, Mary-Margaret McMahon, Joe Mihevc, Frances Nunziata (Chair), Cesar Palacio, John Parker, James Pasternak, Jaye Robinson, David Shiner, Adam Vaughan, Kristyn Wong-Tam |
Total members that voted No: 7 | Members that voted No are Maria Augimeri, Shelley Carroll, Mike Layton, Chin Lee, Josh Matlow, Gord Perks, Michael Thompson |
Total members that were Absent: 10 | Members that were absent are Ana Bailão, Michelle Berardinetti, Doug Ford, Rob Ford, Gloria Lindsay Luby, Peter Milczyn, Denzil Minnan-Wong, Ron Moeser, Anthony Perruzza, Karen Stintz |
Vote (Adopt Item as Amended) Feb-06-2012 5:08 PM
Result: Carried | Majority Required - AU5.2 - Adopt the item as amended |
---|---|
Total members that voted Yes: 36 | Members that voted Yes are Paul Ainslie, Maria Augimeri, Shelley Carroll, Raymond Cho, Josh Colle, Gary Crawford, Vincent Crisanti, Janet Davis, Glenn De Baeremaeker, Mike Del Grande, Frank Di Giorgio, Sarah Doucette, John Filion, Paula Fletcher, Doug Ford, Mary Fragedakis, Mark Grimes, Doug Holyday, Norman Kelly, Mike Layton, Chin Lee, Giorgio Mammoliti, Josh Matlow, Pam McConnell, Mary-Margaret McMahon, Joe Mihevc, Frances Nunziata (Chair), Cesar Palacio, John Parker, James Pasternak, Gord Perks, Jaye Robinson, David Shiner, Michael Thompson, Adam Vaughan, Kristyn Wong-Tam |
Total members that voted No: 0 | Members that voted No are |
Total members that were Absent: 9 | Members that were absent are Ana Bailão, Michelle Berardinetti, Rob Ford, Gloria Lindsay Luby, Peter Milczyn, Denzil Minnan-Wong, Ron Moeser, Anthony Perruzza, Karen Stintz |
AU5.2 - 311 Toronto - Full Potential For Improving Customer Service Has Yet To Be Realized
- Decision Type:
- ACTION
- Status:
- Amended
- Wards:
- All
Committee Recommendations
The Audit Committee recommends that:
1. City Council request the Director, 311 Toronto Division, to take steps to reduce call wait time and call abandoned rate (i.e., percentage of calls not answered). Such steps should include but not be limited to:
a. Increasing the number of calls answered per staff per day;
b. Addressing the daily absenteeism issue among contact center staff; and
c. Ensuring effective monitoring measures.
2. City Council request the Deputy City Managers, in consultation with the Director, 311 Toronto Division, to conduct a comprehensive review of business processes of the call centers operated by Solid Waste Management, Municipal Licensing and Standards, and Urban Forestry, with a view to streamlining processes to effect a consolidation of operations.
3. City Council request the Director, 311 Toronto Division, in consultation with the General Managers/Executive Director of Solid Waste Management, Transportation Services, Toronto Water, Municipal Licensing and Standards, and Parks, Forestry and Recreation, to improve the service request status information such that customers are provided with accurate and clear status information on-line.
4. City Council request the Director, 311 Toronto Division, to ensure timely response to divisional change requests such that information used by 311 agents is up-to-date to meet both divisional and customer needs.
5. City Council request the Director, 311 Toronto Division, to expedite the finalization of a Service Level Agreement with the five City divisions whose service requests are created by 311 Toronto. Protocol and procedures relating to updating divisional information, reporting frequency and criteria, and dispute resolution are to be adequately addressed in the Service Level Agreement.
6. City Council request the Director, 311 Toronto Division, to review daily call patterns and staff levels to ensure an appropriate level of staff coverage.
7. City Council request the Director, 311 Toronto Division, to ensure cost-effective deployment of staff in alignment with workload for the overnight shift.
8. City Council request the City Manager, in consultation with the Chief Information Officer and the Director, 311 Toronto Division, to review the level of information technology staff resources in the 311 Toronto Division to identify cost saving opportunities. Such a review should include assessing the merits of merging 311 Toronto information technology resources into the Corporate Information and Technology Division.
9. City Council request the Director, 311 Toronto Division, to develop a business case on incorporating telephone self-serve technologies into 311 operation where necessary to improve service level and reduce call wait time. The business case should outline short-term and long-term costs and potential benefits.
10. City Council request the Director, 311 Toronto Division, to consider including a customer satisfaction survey questionnaire in the 311 Toronto website to facilitate timely customer feedback. The survey results be periodically analyzed and reported on the 311 website or through other means.
11. City Council request the General Manager, Parks, Forestry and Recreation, to assess the need for carrying forward the balance of the fund in the 311 Customer Service Strategy sub-project to 2012 Capital Budget. Should the fund be carried forward to future years, the General Manager, Parks, Forestry and Recreation ensure consultation and coordination with the Director, 311 Toronto Division in future expenditures of the fund.
12. City Council request the Director, 311 Toronto Division, in consultation with the Chief Financial Officer, to ensure that the inter-departmental charges to divisions are based on updated and accurate information supporting the basis for funding and cost recoveries.
13. City Council request the Director, 311 Toronto Division, and the Executive Director, Human Resources, in consultation with any other relevant officials, to:
a. report to the next meeting of the Employee and Labour Relations Committee on what might contribute to improved customer service at 311 Toronto as it pertains to the City's Collective Agreements; and
b. be in attendance at the Employee and Labour Relations Committee meeting when this matter is considered.
Decision Advice and Other Information
The Audit Committee:
1. Requested the City Manager to report directly to City Council on February 6, 2012, on the number of employee positions which have been redeployed City-wide over the last 5 years as a result of the implementation of new technology, as was the case with various 311 employees.
2. Requested the Auditor General to provide an interim progress report to the Audit Committee in June 2012, on the implementation of the recommendations regarding 311 Toronto.
3. Referred the following motion by Councillor Crisanti to the Director, 311 Toronto and the Auditor General, in order that they may determine if any further recommendations will be needed as part of Auditor General's follow-up report on this matter:
Moved by Councillor Crisanti:
That:
1. Recommendation 10 be amended by adding the words "The Director also be requested to consider incorporating telephone surveying to facilitate timely customer feedback.", so that Recommendation 10 reads:
10. City Council request the Director, 311 Toronto Division, to consider including a customer satisfaction survey questionnaire in the 311 Toronto website to facilitate timely customer feedback. The Director also be requested to consider incorporating telephone surveying to facilitate timely customer feedback. The survey results be periodically analyzed and reported on the 311 website or through other means.
2. The Director, 311 Toronto Division be requested to:
a. identify and implement incentives for 311 employees to meet targets set by management;
b. report to the Audit Committee on process improvements between 311 and City Divisions that would decrease the time spent by operators following up with City Divisions on service requests;
c. report to the Audit Committee on the changes necessary in order to achieve the level of efficiency obtained by New York City; and
d. adjust the service standard to 30 seconds for answering calls.
Alan Ash, Director, Auditor General's Office and Jane Ying, Audit Manager, Auditor General's Office, made a presentation to the Audit Committee on the review of 311 Toronto.
Origin
Summary
The Auditor General’s 2011 Work Plan included a review of 311 Toronto. The review objective was to assess the operating effectiveness and efficiency of 311 Toronto. The audit results are presented in the attached report entitled “311 Toronto – Full Potential For Improving Customer Service Has Yet To Be Realized".
Background Information
https://www.toronto.ca/legdocs/mmis/2011/au/bgrd/backgroundfile-42365.pdf
(October 17, 2011) Appendix 1 - 311 Toronto - Full Potential for Improving Customer Service has yet to be Realized
https://www.toronto.ca/legdocs/mmis/2011/au/bgrd/backgroundfile-42370.pdf
(October 17, 2011) Appendix 2 - Management's Response to Audit Recommendations on 311 Toronto
https://www.toronto.ca/legdocs/mmis/2011/au/bgrd/backgroundfile-42367.pdf
(November 23, 2011) Presentation material submitted by the Auditor General's Office headed "Review of 311 Toronto"
https://www.toronto.ca/legdocs/mmis/2011/au/bgrd/backgroundfile-42531.pdf
Speakers
Councillor Peter Milczyn
Motions
That the Audit Committee recommend that:
1. City Council request the Director, 311 Toronto Division, and the Executive Director, Human Resources, in consultation with any other relevant officials, to:
a. report to the next meeting of the Employee and Labour Relations Committee on what might contribute to improved customer service at 311 Toronto as it pertains to the City's Collective Agreements; and
b. be in attendance at the Employee and Labour Relations Committee meeting when this matter is considered.
That the Audit Committee request the Auditor General to provide an interim progress report to the Audit Committee in June 2012, on the implementation of the recommendations regarding 311 Toronto.
That:
1. Recommendation 10 be amended by adding the words "The Director also be requested to consider incorporating telephone surveying to facilitate timely customer feedback.", so that Recommendation 10 reads:
10. City Council request the Director, 311 Toronto Division, to consider including a customer satisfaction survey questionnaire in the 311 Toronto website to facilitate timely customer feedback. The Director also be requested to consider incorporating telephone surveying to facilitate timely customer feedback. The survey results be periodically analyzed and reported on the 311 website or through other means.
2 The Director, 311 Toronto Division be requested to:
a. identify and implement incentives for 311 employees to meet targets set by management;
b. report to the Audit Committee on process improvements between 311 and City Divisions that would decrease the time spent by operators following up with City Divisions on service requests;
c. report to the Audit Committee on the changes necessary in order to achieve the level of efficiency obtained by New York City; and
d. adjust the service standard to 30 seconds for answering calls.
That the City Manager be requested to report directly to City Council on February 6, 2012, on the number of employee positions which have been redeployed City-wide over the last 5 years as a result of the implementation of new technology, as was the case with various 311 employees.
That the motion by Councillor Crisanti be referred to the Director, 311 Toronto and the Auditor General, in order that they may determine if any further recommendations will be needed as part of Auditor General's follow-up report on this matter.
(With the permission of the Audit Committee, Councillor Matlow spoke a second time.)