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June 13, 2008
Toronto residents and businesses to get full service from new 3-1-1 technology
  
The City’s Government Management Committee received a report today highlighting the negotiations and the signing of a 3-1-1 technology contract with BearingPoint Inc. The contract calls for the implementation of a new 3-1-1 contact centre for the City of Toronto, along with a five-year maintenance support option. The City has now entered into the implementation phase with BearingPoint Inc. and will publicly launch the contact centre in June 2009.

“Providing easy access to City services by calling a single number at 3-1-1 is an important part of making City Hall more accessible to the public,” said Mayor David Miller. “Torontonians will speak to a 3-1-1 operator who can connect them with the help they need, and follow up until their issue is resolved. This contract will provide us with the right technology to ensure we can deliver a 3-1-1 service that is among the best in North America.”

When launched, the 3-1-1 contact centre will answer callers’ questions, with a goal to answer those questions in that first contact, at least 70 per cent of the time. Callers will also be able to make requests for service with Toronto Water, Transportation, and Solid Waste divisions with one phone call, and receive a tracking number for follow-up. The second phase of the Toronto 3-1-1 service, scheduled for early 2010, will see an integrated self-service system on the City’s website and will expand the service request capability of 3-1-1 to include Urban Forestry, as well as Municipal Licensing and Standards.

Originally scheduled to launch in 2008, the project launch date has been extended 11 months to ensure the City received the best possible price for the right 3-1-1 service technology.

The City of Toronto’s 3-1-1 system will be unique, in that it will be the largest in North America to launch with end-to-end service integration. The system being built for Toronto will link many different work order systems so they work effectively together to deliver improved service delivery to the residents and businesses in Toronto.

At its meeting of September 2007, Toronto City Council adopted the recommendations in the Government Management Committee report on the 3-1-1 Technology Solution Request for Proposal, Best and Final Offer results. Council also amended the recommendations and directed City staff to report back to the Government Management Committee on potential savings after negotiations with the preferred proponent were complete.

Contract negotiations with BearingPoint Inc. began in October 2007 and a formal agreement was completed on March 31, 2008. During these negotiations, City staff were able to successfully negotiate a contract with BearingPoint for an amount 1.8% less than the original contract value approved by Council. Staff also negotiated for an additional software module to be included in the contract as part of the overall package, which represents a value of approximately 2.7% of the overall contract if the City were to purchase it separately.

The total approved 3-1-1 capital budget is $35 million, which represents all costs to plan, develop and ready the service for launch.

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. In the past three years, Toronto has won more than 70 awards for quality, innovation and efficiency in delivering public services. Toronto’s government is dedicated to prosperity, opportunity and liveability for all its residents.

Media contact:
Neil Evans, 3-1-1 Project Management Director, 416-338-7789, nevans@toronto.ca


 

 

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