Item - 2011.CC3.7

City Council on February 7 and 8, 2011, adopted the following:

1.         City Council adopt the annual report (February 1, 2011) from the Ombudman.

2.         City Council direct the City Manager to implement the Ombudsman’s recommendations as outlined below.

            Some of the recommendations relate to what was adopted by City Council in January 2010 but remain unfulfilled commitments on the part of the Toronto Public Service. The balance of the recommendations within is made for Council's adoption and the Toronto Public Service's implementation in 2011.

1.         That divisions still without operational complaint systems complete them immediately, according to the feedback from the Ombudsman, and post them on their divisional websites in an easily accessible location no later than March 1, 2011.

2.         That the Toronto Public Service immediately publishes its customer service standards, updating them in a timely fashion as necessary.

3.         That the City Manager report to City Council on the status of recommendations 1 and 2 above at its March 2011 meeting.

4.         That the Toronto Public Service set standards for record-keeping in every area of its operation by the fall of 2011, and that these standards include guidelines on appropriate levels and type of information, whether written or electronic, regarding all service transactions with the public, elected representatives and other parts of the public service.

5.         That by the fall of 2011, the Toronto Public Service set overall service standards and clearly documented expectations, including timelines, for written and oral communications with residents.

6.         That the City Manager hold all employees of the Toronto Public Service, both management and non-management, accountable for meeting all service standards.