CAO report presents strategy to implement "3-1-1" service|
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A comprehensive report outlining the "3-1-1" customer service strategy for
non-emergency services has been sent to the City's eCity Committee. The
proposed strategy is similar to models currently operating in the cities of New
York, Chicago and Los Angeles and builds on the success of "9-1-1" and "2-1-1"
"This initiative will transform the City's whole approach to customer service,"
said Mayor David Miller. "When fully implemented, residents will no longer have
to know which department to call to get assistance or access to services.
Instead, they will be able to call '3-1-1' and reach a live human being who can
give them information, guide them to the right City department, or provide an
update on a previous request."
"Inquiries will be processed by staff on a 24/7 basis on the telephone,
Internet and eventually self-serve kiosks," said Councillor Peter Milczyn,
Chair of the eCity Committee. "This will increase the City's overall capacity
to respond to public inquiries and enhance accessibility to City services."
Currently, there are nine call centre operations at 26 locations. With the
adoption of the "3-1-1" customer service strategy, the City will consolidate
call centre functions and offer the public one-stop shopping for City services
on the telephone. This means better service to the public, dramatic reductions
in call transfers, more accountable service delivery and better value for tax
"Funding for three pilot projects in Works and Emergency Services - Customer
Services, Toronto Public Health and Revenue Services has been approved for this
year," said Chief Administrative Officer Shirley Hoy. "Planning for the pilots
is underway and implementation is scheduled for the summer of 2005."
A formal application was submitted to the CRTC on October 31, 2003 to designate
the telephone number "3-1-1" for non-emergency municipal government services.
The application includes the City of Toronto, Calgary, Halifax Regional
Municipality, Ville of Gatineau and Regional Municipality of Halton.
For more information about the City's new customer service strategy, please
visit the City's Web site for the eCity Committee agenda at
Patchen Barss, Mayor's Office, 416-338-7134
Councillor Peter Milczyn, 416-392-4040
Colleen Bell, Manager, Corporate Client Service Initiative,