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March 24, 2010
311 marks six-month milestone
It has been six months since the City of Toronto’s 311 service was launched to the public. Since that time, Torontonians have embraced the service. Since September 24, 2009, Toronto’s 311 customer service number has received more than 500,000 phone calls.

“I am delighted that Torontonians have embraced this new service,” said Mayor David Miller. “I believe it is important to make municipal government accessible to the people it serves and 311 Toronto does just that.”

Requests for service account for 24 per cent of the calls received and the balance were requests for information. Most calls were resolved (78 per cent) without the need to transfer the caller. On average a caller waits 16 seconds for their call to be answered - well below the service level target of 70 per cent of all calls answered within 30 seconds. The average length per call is 208 seconds.

Generally, more than 60 per cent of the service requests received are for Solid Waste, 23 per cent for Transportation Service and 13 per cent for Toronto Water. It was noticed that, even with the mild winter, Transportation service requests do spike during a snow storm. Call volumes increased by 14 per cent during the snow storm on February 26 and 27, compared to the same two days the previous week.

Although the vast majority of calls CSR’s receive are for legitimate City service requests and information, there is the odd call that keeps the CSR’s on their toes. During one such call, a CSR reported that a resident said they kept sleeping through their alarm and wondered if 311 could provide a wake-up call service like the one hotels offer. The 311 CSR had to inform the caller that unfortunately, this is not a service provided by the City. Another caller wanted to know who the father of actor Michael Douglas was. Although not a City service, Toronto’s customer service representatives are so helpful that they told the caller that his father is Kirk Douglas and even confirmed the actor was still alive.

Service requests are usually phoned in (96 per cent) but some callers may shift online, with the addition of online service requests launched in February and as more service requests are made available online. Many common service requests can be made online at and more will be added throughout the rest of the year.

311 Toronto also communicates via Twitter and has 1,062 followers and 1,411 tweets have been sent in the last six months.

Toronto is Canada’s largest city and sixth largest government, and home to a diverse population of about 2.6 million people. It is the economic engine of Canada and one of the greenest and most creative cities in North America. Toronto has won numerous awards for quality, innovation and efficiency in delivering public services. Toronto’s government is dedicated to prosperity, opportunity and liveability for all its residents. For information about non-emergency City services and programs, Toronto residents, businesses and visitors can dial 311, 24 hours a day, 7 days a week.

Media contact:
Cheryn Thoun, Strategic Communications, 416-919-6501,



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