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November 5, 2004
City welcomes CRTC approval of 3-1-1 for non-emergency city service
People calling the City of Toronto for information and service could find
easier access, answers provided within a set response time and more requests
resolved on the first call following today's approval of the 3-1-1 phone number
for accessing non-emergency, City service in Canada.

"This is great news for people in Toronto. They will be able to access City
information and non-emergency City services with one call to 3-1-1 when the
City introduces 3-1-1 service," said Mayor David Miller. "3-1-1 is in keeping
with the City's directions to achieve customer service excellence."

"The City intends to use 3-1-1 to provide one-stop shopping for City
information and services and to offer a 'no wrong door' approach to service
that focuses on the needs of the public," said Councillor Peter Milczyn, Chair
of the City's e-City Committee. "Once fully established over time, the City's
3-1-1 customer service will be provided over the phone, on the City's Web site,
by e-mail, mail, fax, in person, and at an electronic self-serve kiosk."

Today's approval by the Canadian Radio-Television and Telecommunications
Commission (CRTC) of 3-1-1 for use by Canadian municipalities for non-emergency
City service follows a joint application that the City of Toronto and other
Canadian cities made to the CRTC for the number.

"The Commission considers that the Municipalities have demonstrated that the
assignment of 3-1-1 for access to non-emergency municipal government services
would serve the broad public interest and have many benefits, including a
significant reduction in calls to 9-1-1," stated the CRTC.

In their October 2003 submission, the City of Toronto together with the City of
Calgary, Halifax Regional Municipality, Regional Municipality of Halton and
Ville de Gatineau proposed that 3-1-1 be available for use by any municipality
in Canada and that each municipality determine its local community's readiness
and capacity for implementation. The services that will be accessible by
calling 3-1-1 and the time when 3-1-1 service becomes available will vary among
municipalities implementing the new number.

In September 2004, Toronto City Council approved plans for a 3-1-1 customer
service strategy. The 3-1-1 strategy builds on recent service improvements at
the City such as online parking permits and online registration for recreation
programs. The City's proposed phased-in implementation of 3-1-1 customer
service will be considered at a joint meeting of the City's Administration and
e-City Committees on November 9 at Toronto City Hall.

Media contacts:
Councillor Peter Milczyn (Ward 5 Etobicoke-Lakeshore),
Chair, e-City Committee, 416-392-4040
Colleen Bell, Corporate Lead, 3-1-1 Project, 416-392-8374



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