Item - 2015.GM5.4
Tracking Status
- City Council adopted this item on July 7, 2015 without amendments and without debate.
- This item was considered by Government Management Committee on June 15, 2015 and was adopted with amendments. It will be considered by City Council on July 7, 2015.
GM5.4 - Customer Service Centre Strategy Update
- Decision Type:
- ACTION
- Status:
- Adopted on Consent
City Council Decision
City Council on July 7, 8 and 9, 2015, adopted the following:
1. City Council request the Chief Corporate Officer to:
a. incorporate a community consultation process on developing the "Channel and Counter Service Strategy";
b. include the Canadian Union of Public Employees, Local 79 on The Customer Service Improvement Team; and
c. prepare a summary of the services that are being considered for inclusion on the "Channel and Counter Strategy" and consult with Councillors in the development of this strategy.
Background Information (Committee)
https://www.toronto.ca/legdocs/mmis/2015/gm/bgrd/backgroundfile-81551.pdf
GM5.4 - Customer Service Centre Strategy Update
- Decision Type:
- ACTION
- Status:
- Amended
Committee Recommendations
The Government Management Committee recommends that:
1. City Council request the Chief Corporate Officer to:
a. Incorporate a community consultation process on developing the "Channel and Counter Service Strategy".
b. Include the Canadian Union of Public Employees, Local 79 on The Customer Service Improvement Team.
c. Prepare a summary of the services that are being considered for inclusion on the "Channel and Counter Strategy" and consult with Councillors in the development of this strategy.
Decision Advice and Other Information
The Chief Corporate Officer gave a presentation to the Government Management Committee on Customer Service Centre of Excellence.
Summary
The Committee will hear a presentation from staff in the Chief Corporate Office that overviews the wide-ranging customer service work being done, including an overview of key initiatives, the customer service governance mode and key highlights of the channel/counter strategy.
Background Information
https://www.toronto.ca/legdocs/mmis/2015/gm/bgrd/backgroundfile-81551.pdf
Motions
That City Council request the Chief Corporate Officer to:
1. Incorporate a community consultation process on developing the "Channel and Counter Service Strategy".
2. Include Canadian Union of Public Employees, Local 79 on The Customer Service Improvement Team.
3. Prepare a summary of the services that are being considered for inclusion on the "Channel and Counter Strategy" and consult with Councillors in the development of this strategy.