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September 24, 2009
Toronto launches 311 service for easy access to your City
Beginning today, residents of Toronto need only remember one easy phone number to access non-emergency City information and services. Mayor David Miller officially launched 311 Toronto this afternoon at an event at the City's high-tech contact centre. Now, one number provides residents, businesses and visitors with easy access to the City, 24 hours a day, seven days a week.

"This is a pivotal day for customer service for the City of Toronto," said Mayor Miller. "Residents and businesses are entitled to easy access to City services and programs. 311 Toronto ensures that every resident and business has direct access to a person at the City who can help -- 24 hours a day, seven days a week."

Instead of scouring the blue pages for the right number, residents can dial 311. A customer service representative will answer calls and resolve the majority of inquiries within that one call. Service is provided in more than 180 languages via telephone interpretation service; TTY service for the hearing impaired is also available. Callers from outside of the city can reach 311 by dialing 416-392-CITY (2489).

Toronto's 311 program provides several different ways to access non-emergency City services, programs and information, and is part of a larger customer service transformation at the City of Toronto. Initially, the City's 311 service will be provided by phone, e-mail or mail. In the coming months, 311 Toronto will expand on the web ( and allow residents to make many service requests and track the status of their requests online. The list of track-able services will continue to grow as the 311 program expands.

"Not only will residents and businesses benefit from the launch of 311, it will also provide senior management with the data needed for us to better plan, forecast and budget for improved service delivery," said Joe Pennachetti, City Manager. "Other jurisdictions have shown service improvements over time after launching their 311 service."

"The City has launched the largest fully integrated 311 system in North America," said Deputy City Manager and Project Sponsor Sue Corke. "What this means is that the City's various work order systems are now able to work together. This is a state-of-the-art technology solution that will drive improvements in service request fulfilment and customer satisfaction."

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. 2009 marks the 175th anniversary of Toronto's incorporation as a city. Toronto's government is dedicated to prosperity, opportunity and liveability for all its residents.

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Please note that a news release will be issued on Monday, October 5th and again on Friday, October 23rd to provide an update on 311 Call Centre data (e.g. calls answered, types of questions answered). The City will not be conducting one-on-one media interviews nor provide data with individual outlets prior to those dates.

Photos taken from today's launch and the 311 logo can be found by clicking on the following links:
311 launch photos (JPG)
First photo - LtR - Deputy City Manager Sue Corke, Mayor David Miller and City Manager Joseph Pennachetti cutting the ribbon at the official launch of the City of Toronto's 311 Contact Centre
Second photo- LtR - Deputy City Manager Sue Corke, Mayor David Miller and City Manager Joseph Pennachetti at the official launch of the City of Toronto's 311 Contact Centre

311 logo (PDF)

Media contacts:
Rob Andrusevich, Strategic Communications, 416-397-4149,
Cheryn Thoun, Strategic Communications, 416-392-9305,



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