Improving the 311 Customer Service Experience
For many residents, 311 is the first point of contact to communicate and seek action on concerns related to parking, property standards, litter in parks, illegal construction, and other neighbourhood issues. Based on feedback I have received over the years through neighbourhood walkabouts and a recent customer service survey, residents continue to express frustration with the level of customer service tied to the complaints they submit.
While 311 functions as a triage service that routes concerns to the appropriate operating departments for action, it is clear that a more streamlined and responsive process is needed to improve the overall customer experience. Residents reasonably expect their concerns to be accurately triaged, addressed in a timely manner, supported by clear communication between operating departments and 311, and tracked so they are kept informed throughout the process.
Ultimately, residents expect the loop to be closed—where 311 confirms when an issue has been investigated or resolved, rather than complaints being marked complete without clear outcomes.
Improving this process is something I have been working on diligently for several years. At the most recent Committee of Council meeting, I requested an update on this work and brought forward a motion directing staff to report back with a formal update, including clear timelines for improvements.
Progress Is Happening
The City has already taken steps to modernize 311 and improve how resident complaints are addressed. Phase One of the 311 and Transit Call Centre modernization was completed in October (report), introducing enhanced automated responses and SMS notifications.
During a recent snow event, nearly half of all incoming calls were handled through automated messaging. This reduced wait times and allowed staff to focus on urgent and complex matters.
While automated messaging is an important first step, improvements to clarity and accuracy are still needed. Residents continue to express frustration with vague or incomplete updates, including:
- Why was my issue marked as “resolved” when nothing appears to have changed?
- What is preventing my request from moving forward?
- Which department is handling my complaint and what happens next?
The Next Phase: Integrated service management is critical. Residents have consistently asked for the ability to track where their request is, which department is responsible, and what action is underway. Staff have indicated this phase is targeted for later this year.
Why I Brought Forward This Motion
While progress is underway, both residents and Council need greater clarity and accountability. My motion requests staff to report back with:
- A clear timeline for 311 system and operational integration improvements
- Details on how City departments will be better connected within the system
- Automation to notify Councillors of 311 complaints submitted by residents and their outcomes
- Confirmation that Councillors’ offices can initiate 311 requests on behalf of residents
This report is expected to come forward to Committee of Council by February 18, 2026.
Your Feedback Is Essential
Technology alone will not fix 311. Understanding how residents experience the system is just as important. I encourage residents to continue sharing feedback through the customer service survey on my website.
Your input helps identify what is working, where communication breaks down, and what needs to improve as the City moves into the next phase of 311 modernization.
311 is a basic triage service but when it does not function well with the operational systems around it, it becomes a major source of frustration. My focus is to improve this experience for the residents we serve.
