The clerk has advised me that we have quorum. So I'd now like to call our meeting to order. Welcome everyone. Today's meeting is being held by video conference and in person at city hall in committee room number two. The meeting is also being livereamed online at youtube.com/torontoc cityconsil live. Although we may be meeting in different locations today, the committee would like to acknowledge that the land we are meeting on is the traditional territory of many nations, including the Missagas of the Credit, the Anesnab, the Chipoa, the Hudnosoni, and the Wendat peoples, and is now home to many diverse First Nations, Inuit, and Matei peoples. We also acknowledge that Toronto is covered by Treaty 13 with the Missagas of the Credit. If you're registered to speak at today's meeting, and we do have speakers, uh, please listen for me to call your name. I will call speakers in the order that they appear on the list. The list of speakers can be viewed online by visiting the service excellence committee page at toronto.ca/counsel and clicking the speakers box for today's meeting. Members, the city clerk has provided all agenda materials on toronto.ca/counsel and on CMP the clerk's meeting portal. I also want to remind you to please submit and approve your motions by email. Staff are available at svxc toronto.ca to help with motions. Are there any declarations of interest under the Municipal Conflict of Interest Act? If you do have an interest, please raise your hand and unmute your mic. Seeing none, we will proceed. May I have a motion to confirm the minutes from our last meeting on March 23rd, 2026? Councelor Aninsley moves. All those in favor, any opposed, that carries. Uh we have We have two items on our agenda today. Um the first is SE 12.1 simplifying the 311 intake process. There are registered speakers so I will hold that item in my name. We also have SE 12.2 using 311 and other data to identify trends and improve service delivery in parks and recreation transportation services and municipal licensing and standards. We have a registered speaker so I will hold that item as well. Uh members, we will go back to the top of the order list uh to the first item SE 12.1 simplifying the 311 intake experience and uh confirming there is a staff presentation on this. So, I'll just ask the clerk to distribute those materials to the members and we will just take a moment for the team to set up at the front of the room. Welcome. Please proceed. >> Thank you. Good morning everyone. My name is Daniel Sarapim. I'm the executive director for the customer experience division. With me today I have Howie and Andy Saitto um directors in the customer experience division. We're working very closely with our six integrated divisions um and technology services to simplify how customers access and track service requests through a clearer, more intuitive intake experience at 311. This is being delivered by two initiatives which we will talk throughout this presentation. Next slide. Thank you. We're excited to be here today and talk about our modernization efforts to improve customer experience. This is what the current customer experience looks like when a customer wants to submit a service request. And these are the colorful boxes on the screen. We have two initiatives that together will improve the full end-to-end customer experience from start to finish. So our first initiative, the first three boxes on the top is called 31 front-end redesign, which makes it easier for customers to find and submit the right service request online. In other words, what it really means is we're focused on modernizing our mobile and online applications. Our second initiative, the last three boxes, is closing the loop, which everyone's been hearing about it for for a long time, which improves how customers access and track 311 service requests by enhancing follow-up communication and status transparency throughout the life cycle. So, how are we going to do this? In order to move fast, we're starting small with a phase approach, learning quickly from customers, our residents, our Torantonians, and then scaling it up. The 311 front-end redesign project is being implemented through a phased approach that delivers incremental improvements over time. Each phase builds up on user research and prior learnings with early visible enhancements followed by more comprehensive redesigns. Closing the loop is also being delivered in a phased approach. Prioritizing improvements to high impact implementing implementing first with parks, municipal licensing and standards and transportation services and urban forestry and scaling improvements across all ISDs all integrated divisions by Q2 2027. Informed by 311 data, we're prioritizing parks service requests. We have 34 service codes as well as high eight high volume high impact service requests as our pilot. The eight pilot service requests uh are focus on seasonality, volume, impact and technical feasibility. So after launching the pilot, we will continue to listen to customers and monitor our call volumes to learn and adjust our approach. At the same time, we're ensuring everything we build is designed to meet customer needs and expectations by talking with them, testing our concepts and prototypes throughout the entire process. So, we're listening to customers and putting them at the center of everything we do. So, let's talk about phase one for the front-end redesign. So 311 front-end redesign focuses on making it simpler and faster for customers to submit the right service requests. Today we know that customers who try to submit service requests online have a hard time finding the right tile, searching for the right service request and understanding if the eligible to submit that request in most cases sending the request to the wrong division delaying the whole process. We also know that about 50% of customers who try and submit service requests online at some point give up and most of them end up submitting it by phone or email. What we're tackling here is giving the homepage a facelift by improving the search tools and creating better categories so that people can always find what they're looking for and know if their requests can be submitted. And for those who want to skip all of this and use a AI chatbot, we will have that option too. So this slide shows our road map. What is it going to look like in Q2 2026? uh CXD we've been working in understanding users needs by conducting user interviews research to understand customer needs and define the ideal 301 service experience for the remainder of the year. We will be working on early improvements to launch the initial version of the redesign homepage and launch a public-f facing chatbot um on our website to support customers with general inquiries as well as new AI search functionalities for customers. For those who want to use the phone, we've also made big strides to improve the phone experience. To date, we've already reduced the amount of time to speak to an agent from 3 minutes to 42 seconds. And this is when you call 31, you see a message and you you hear a message that went from 3 minutes to 42 seconds. And this is just the beginning of our improvements. So shifting to closing the loop, the later part after residents send in the service request. So what happens after that's submitted? Today we've heard from customers that it feels like a black hole after they submit a request. They don't understand what the next steps are or how their service requests close. This year will modernize that experience so be similar to how people track their orders from online shopping or making a food delivery order. With closing the loop, customers will now get one more accurate timelines based on real operational schedules when possible. Two, step-by-step progress to explain what's been done and what comes next. three clear outcomes, including notes and photos when it makes sense for the work done to share photos. We understand that customers need different levels of detail about their service request depending on the nature of the request. A simple garbage pickup is not the same as a property bylaw complaint. So service requests will be categorized in different levels of details. So all not service requests are equal. So let's start with simple. The majority will be level one. The simple, the ones and done. Simple confirmation that the work has started and is done. Garbage has been picked up. Similar communication to what customers received today. Level two service requests will get stepbystep updates to describe what work was done and what's next with milestones. These are mostly service requests with multiple steps like a tree removal. For the most complex service requests without a straightforward process, which will probably be just 5% of all our service requests, customers will get investigation notes, photos when applicable, when it's helpful to explain the outcome, like investigating a bylaw infraction. We expect this to be again less than five service 5% of our service requests so that we don't overburden our city staff with administrative work. So let's talk about a closing the loop road map. This is our road map for the next two years. We're excited to share. We already launched some exciting features last month. So in April, we launched notes for all park service requests. As of right now, customers get staff written notes via email on the line, whatever way they would like, or by calling 301. And in a few weeks, we'll launch the first eight service requests with milestones. We will closely monitor how customers are reacting to these launches and improvements to inform the features and how we roll it out going forward. Later in the year, we will expand notes and milestones to more service requests and more divisions based on the data we get from these two releases. Given the seasonal nature of our service request, the next release will be winter focus. Transportation services will be a big focus for us. We'll also introduce photo sharing for some of these service requests. By Q4 2027, these closing the loops improvements will be available across all divisions, providing more consistent, transparent updates for selected service requests. So let's look how a note that we recently launched with um parks division a great collaboration of how when we work together things are great for our customers. On April 28th all 34 park service requests began sending customers notes. These updates are again being sent by email to customers who have opted in for the updates and customers can also access them online or by calling 311. In the two-eek period since the launch, park staff have written over 1,200 notes and over 600 customers have opted into receiving those status updates. This limited early data suggests that customers call us less after receiving these notes, which demonstrates promising trends. We hope to see fewer inquiry follow-up calls by residents moving forward, signaling customers are happy with the updates they receive. In about two weeks, we'll launch the first milestones or eight priority service requests. These are eight seasonal high volume, you can see them here, high impact requests that we will learn from and roll it out. So we have for transportation services potholes, sidewalk damage, for urban forestry, we have general pruning and tree emergency cleanup. For parks, park pathway maintenance and playground repairs. And for MLS, municipal licensing standards, dead animal pickup and property standards. Together, the eight make up 15% of all our service request volume in 2025. And that was because parks was not included. We expect this to be over 20% this year and that alone was over 75,000 service requests going into the summer. We expect to see a high volume of requests related to parks alongside sidewalk damage and dead animal pickup and these will be great updates for our customers. On the right is an example of what customers will see on the redesign status lookup. We've designed the page to include a location map of the service request. If it is park service requests and notes are available, they will see here the notes. And if it's one of our eight pilot service requests with milestones available, they will also see and be able to track where their service request is at. In summary, we would like to thank all our divisions that have worked and especially technology services for enabling us and we would like to show a demo of what has been developed. Closing the loop focuses on enhancing the quality of information provided to customers and standardizing how service requests are managed across divisions. Customers will see two new features this month, notes and milestones. Starting today, updates about park service requests written by city staff will be available over email and online. On the status lookup page, customers will now see a redesigned page with a location map and in progress milestones for some request types. These steps could include investigations, repairs, and closure. In a few weeks, eight of our most popular service requests will get these milestone updates with more coming later this year. When service request outcome differs from what customers expect, staff notes will help explain what was done and why. Stay tuned for more closing the loop updates throughout the year, including outcome photos, more accurate completion dates, and easier ways to create service requests online. >> Thank you very much. Uh we have some speakers. So we will come back to questions of staff. >> Uh so the clerk's advised me there are some technical issues uh connecting to the speakers. Um I guess we have a few choices. We could hold the item down but um we'll have speakers on the next item. So, an option would be to ask questions of staff if the committee satisfied with that and then we'll come back to the speakers and we'll figure out what to do before we go to debate. Agreed. >> Okay. Uh >> let me just ask because it Yeah, if we can't get on then that's unfortunate because everybody does have the ability to be here or go online but I'm just not. Anyway, we'll find out if that's enshrined your ability to be here if the system doesn't work. I know it has to broadcast. That's required, but I'm not sure about >> I'll consult with the clerk as we go through the questions, but do we think we have questions of staff on this item? >> I don't. >> No. Okay. Councelor Aninsley. Okay. Well, we'll start with those and we can always come back and uh change the order, but councelor Anley, go ahead. >> Thank you. Uh, thank you very much for the great presentation and and all the work so far. Um, very much appreciated. Um, as somebody that uses the 311 app a lot. Um, I was just wondering about the phone redirect. Like I still like if I'm in a park and the toilets flooded in a washroom and I take a picture and I send it in through 311, I'll I'll be told that I should phone 311 instead. And I was wondering is there something that can be done >> that fast? So instead of like me having to then get frustrated and phone 311, can something be done to redirect that to like a priority 311 email or >> counselor? We can take a look at at that. I'll take it away and come back to you. >> Okay. Thank you. >> Area of opportunity. And then I wanted to know around um closing the loop and the priorities like simple medium complex. So, in I'll say in the past year, I've reported p I've reported potholes and they don't get done right away. And when I go into the app, it says completed. And then I'll call transportation staff and they'll say, "Well, this the pothole wasn't done or wasn't completed um because it has a higher priority than a a normal pothole." And I'll say to them, but in the app it says it's completed. I don't know. It's a higher priority. So will that be illustrated in the new system like that a pothole is actually simple, medium or complex or is that's still going to be like backend staff? >> Yeah. So uh to the chair the potholes are always considered medium. That's about the level of granularity of the details that you will see with the multiple steps. So later on this year actually when it comes to potholes there'll be a road classification applied to them. So road classification actually matches it to the priority similar to what the uh uh the back end would receive. >> Okay. But will that be shown in the app? So like I report a pothole, I send a picture in, >> it'll say completed and I'm like my resident's like pothole is not completed counselor. Like it's still there. And when I call staff I'm like well that's a complex pothole. We sent a team out and then we sent another team. >> Yeah. So, there's a couple of things there. Uh the priority of the pothole and the estimated date of completion will reflect the actual priority based on the street that it's that it's on. Um when it comes to the completion or not, we rely on um the field staff from transportation to accurately reflect that in the in the in uh in their source systems whether it's complete or in progress. But as of going forward with closing loop, you should see multiple steps. investigation then whether a follow-up repair was required and what that and when that might happen. >> Okay. Well, in the app will it say simple, medium or complex or it's not going to say anything? >> So that those are just frameworks for us to understand um how much detail we should give back to the customer but not necessarily something that's customerf facing. >> Sorry, I'm not getting a straight answer. Yes. Why don't we go yes or no? >> Yes, we will be giving you information, additional information you're looking for. Sorry, Daniel, >> you will be getting that that information with closing the loop. >> Okay, thank you. Um, and then I wanted to ask about uh Danielle, the photo sharing. Um, because I've had I have instances once again, I'll send something in about a pothole with a picture and then staff will call me and say they can't find the pothole or they don't get the picture at the front line. I'm just trying to understand how a picture that I send in through the app trickles down to frontline staff. I'll refer to to transportation services, but we do provide the picture to to the division. >> Mr. Chair, um these photos will be uh sent through the system to our uh operations and maintenance personnel who then will use it as part of their um daily uh output. So when they're assigned to an area, they'll take that with them to understand where the uh specific pothole is located. Okay. All right. And then I wanted to ask about um like I really appreciate all the notes that are going to be like in particular from parks because I spent a lot of time on my parks and I'm glad parks are integrated into 311. Now I'm just um if I file a complaint like a broken playground piece of equipment in a park in my ward um it goes through 311 it gets completed. Will I get an email from 311 saying the work order has been completed or I still need to look it up to see what's going on if it's done >> to the chair. If you opted in to get messages and text messages from through one, you'll be getting all the updates. >> Perfect. And those are my questions. Thank you very much. Appreciate all the work and looks great and I'm looking forward to using it more. >> Thank you, counselor, for the questions. Councelor Fletcher, >> I'm not sure if those were counselor uh interventions or public interventions, but is there not a when the counselor sends something, is it the same operation? I thought there was a No, instead of me having to phone um Ashley Curtis, I can send a 311 and get pretty prompt service. Which one is it? Apparently not number two. >> No citizen when I use the app. >> Oh, I see. You're a secret shopper. >> Yeah, >> got it. >> I learned a secret. >> Well, your staff are secret shop. Anyway, we're not going to go there. Um, I guess I just want to make sure that we're spending as much time at the back end as at the front end. And the back end is I'm going there. I'm looking for that. I'm fixing that. Then I'm sending an email. I'm doing this. I'm doing that at the front end. So, who's going to tell me that from a service standpoint from any of the folks sitting here that are here from any of the divisions? >> I'll take that, counselor. Uh, through the chair. Um when uh as part of the closing the loop process, we are updating our operational processes so that when um uh new SR comes in for a pothole as an example, that information is uh provided to our our staff and we've been given uh we've been going through training with our staff in terms of their process for saying what the status is. So that will support the work that CXD is doing on closing the loops so that we have accurate status and that can be communicated out through the channels. Similarly, when they're completed, they're providing some uh we're providing training to our staff so that they know how to take uh photographs appropriately um so that we're not for instance um having problems with uh privacy etc. >> I see. uh they get the appropriate photos uploaded into the system and then those are available for the output through um 311 as well. So there's there's right now back uh background training and operational process uh design underway so that we can support um CXD in the closing the loop project. >> So I just want to follow up on something that councelor our secret shopper talked about which is the status of each of these we use the potholes. So, sometimes there's a crater, sometimes there's a middlesized one, and sometimes there's just a little one that's annoying. Uh, are those classified differently? And does somebody know that, you know, there's eight ahead of you because we have a crater on a bus route? people I'm not sure how that works from 311 or through transportation because if it's there's no gradation in the system then people are expecting it to be done right away when it might be impossible to do that quickly. Um so when we receive the uh inquiries regarding a pothole in terms of your your to your point about size they are classified the same though sometimes the P1 >> classified the same >> same same uh so same priority uh though uh 31 does from time to time identify potholes that are P1 and so we did provide that with a a higher priority. Um, we're working with >> Do you provide that to 311 or they tell you? >> We're working with 311 right now to identify what the those criteria are. >> So, we don't have that yet. What the system? >> Well, we have existing criteria, but we're trying to refine that as part of uh CXD's attempt to improve the way we communicate and intake information. We're trying to improve how uh we can uh identify through conversations and intake from the public what that model ought to be in terms of priority. >> I think I'm talking about the public expectation side of it, not yours. So, how does that work? Because this is all about the public expectation now. >> Yeah. So on the front end right now today I understand that when you submit a pothole you get a fixed uh estimated date regardless of the size of the pothole regardless of where it is. After we launch closing the loop updates the road classification uh will be baked into it so that the estimated date will differ whether you submit a pothole on Young Street versus a small size street which is similar to how uh transportation classifies and prioritizes. >> Oh I see. But it's not about the pothole it's about the street. It's about the street >> is different on the size you find. So it's really should be about the size and then the street. So I'm really unclear about that now and I don't want us to spend too much time on a brand new system that because we are the public, right? We all live here. Not all staff live in the city. Um, just to be clear, would somebody not know in your back uh email communication that based on the size and location that it's going into a what would you call that, Paul? It's just going into a line. It's going into a >> a queue. And um so you're not expecting it tomorrow, but there's a cue based on how big it is and how where it is. So if it's on a bus route, that might be different. If besides the street car, that might be different. I just not sure that you've captured that data. And I'd like to know how 311 gives that information out. >> Councelor, we can take this away. um we'll work with um transportation services to ensure that the user expectations are met through the size of the pothole or the location of the boho so that it's prioritized based on those needs. >> But it's not baked in yet. You haven't baked that part in yet. >> Doesn't sound like It sounds like you're using road classification, Young Street versus my street that has a big hole because there was some Toronto water work done there. Can you confirm that? So, so actually both are baked in. Right now the question asks if it's larger than a shoe box then it gets prioritized higher. So it's a matrix of the size shoe box or larger or road classification where it is uh on the map and it's a combination of those things that will drive the estimated date of completion and that will be updated with the next closing the loop update >> that >> doesn't get yet communicated to the person who's been in touch. That's hasn't happened yet despite the fact that you're getting that information. Just clarifying that through 311 because you're in charge of this system. >> Absolutely. It will be communicated for >> but it has not been communicated. How long has this system been in place that shoe box less than a shoe box etc. How long has that been in place? >> For a long time. Um we can take the actual dates. So it's so a long time and we've never let people know that there's a matrix or there's a queue based on size and shape and difficulty for the road. That's what I'm hearing. >> So when someone submits a service request online, they would on the confirmation email, they'll receive uh in special instructions and it's written there in text roughly what the road classification and priority levels are with estimated dates. So we'll say >> but it's just I guess I guess it's you know now you have to read all of that ro it's we have a system based on the size etc. There's a very clear email that isn't a long >> engineers list that hasn't happened yet in a system that's been alive for a long time. >> That's correct and this is what we're we're focusing on for closing the loop. We have this information. We haven't been relaying it to the customers and this is why going forward with closing the loop, we will start fixing these. >> We'll go to a second round. Councelor Fletcher, we're gonna need the time. Um, other questions from members of council. >> I got Mr. Chair, I have a quick one. >> Councelor Croanti, go ahead and we will do a second round for sure. There's more questions. >> No, mine will be quick. I'm just looking at clarity on the uh timing of the piloting. So for clarity, we're we're piloting eight categories. Correct. And um we'll start there. We're piloting only these eight categories on slide 10. Uh correct as uh in addition to uh all of the 34 that parks already have. So that was launched as of last month. So 34 plus the eight that we'll launch in a couple weeks. >> All right. Now uh in terms of timing when I uh look at the other slide it says here a front-end redesign project roadmap. So all of this will be complete and um uh 100% by Q3 2027 redesigned intake >> uh through the chair that is correct. All right. And then we would have uh uh this new system fully operating by then. >> Yes. >> Okay. All I needed, Mr. Chair. Thank you. >> Thanks, Councelor Croanti. I've got a couple of questions. Uh I just wanted to get clarity um on something councelor Croanti asked. So this report has two big pieces to it. The first is the review of the intake process and improvements on that. And then it also has a component that has to do with closing the loop which is which is different but also part of the 311 process. Very important. I heard that there are eight service requests that are going to go through I think both of these changes the the top eight and then I also heard that all of parks 34 categories are also going to come into the project but what are those other 34 categories or 35 33 categories are they both the intake and the closing the loop or what what are we getting at what's the change that's coming immediately That's that's correct. Thank you for the question. It's a good question. So we as part of this project, we integrated part the parks division with a very customer experience design focus. What it meant is that the 34 service codes created for parks and launched since last September were already ideal. The simplified questions were already in place. Our customer designers and researchers worked with parks. So that's how it it worked really well because it's already simplified. What we will launch as part of closing the loop for parks is the notes. So all 34 service requests have been released as of April with parks notes and to date um 1,200 notes were created by parks and 600 customers have re opted in to receive those status updates which we're seeing positive trends. >> Okay. So, correct me if I'm wrong if I play this back, but 34 plus the 8 is the bucket of services that is going to fall under the improved models. And there's two improved models, the front end and the back end. >> That's correct. >> Okay. Fantastic. And the the the 34 parks ones were because it's so new to the system that you were already there. >> Exactly. >> All right. So, back to the original eight. What was the criteria that was used to select those other than that they were high volume so I think what you said with parks and those eight we've got 20% of all of the requests to the city which is big right like 1/5if of everything that people ask us will fall under the new project imminently what what how did you choose those eight >> great question uh those eight were selected by seasonality we're coming into summer season so parks was definitely important for us to to launch by volume by impact to customers and technical visibility. So any challenges that the divisions may have with technical physibilities. >> What are the next ones that are coming on the list? >> That's great great question. Uh we are currently working with the divisions to identify those and as soon as we identify those we will be sharing with the committee. >> Would it be safe to say that those are also going to be high impact? So in other words, they are a high percentage of the things that people ask of the city. >> Absolutely. And it will also be seasonality. Like you mentioned, we're going to be focusing a lot on on winter operations. So with transportation services, we also know noise is important for the city. So we will be focusing on that as well. So to councelor Fletcher's point and her questions, can you tell me a little bit about how you approach re-evaluating a citizen's experience when they go to to log a 311 complaint? And a great example was potholes. And and personally, I would say it's a little bit tedious at times. And I do remember getting asked the question, you know, did uh uh is it bigger than a shoe box? But but how do you how do you approach that with fresh eyes to figure out what is the just the easiest way to get the information from a citizen what you need to go and do the job? >> So great question. We focus our research on 20 plus big North American applications used today. Uh we are changing how we design. Historically we've been inside out meaning the divisions we all divisions created our questions. Our focus now is to put the customer in the center of our design, meaning they'll be part of our research. We will be researching customers. We will be testing our prototypes with customers to see what they're finding difficult so that what we design is meant to improve the customer experience. >> Thank you. Second round, councelor Anginsley, then councelor Fletcher. >> Um, sure. Um, I just had a quick one, Daniel, about when I use the app, when I log into the app, there's I have to agree to the terms of reference. Is that being maintained or me? It's just annoying. I've heard from residents it's annoying. >> Yes. No, thanks counselor for that feedback. You're not the first one to share that. We are working I see Marie here from LIGO. We're working with LIGO to improve that similarly to how we improve our messaging upfront with 311. So, we're we are planning on improving the messaging. >> Okay. Because when I call 311, I don't have to agree to >> correct >> terms of reference, but I do in the app for whatever reason. >> I'm sure your lawyer will explain it, but >> yes. Yes. We're also looking into the login experience so that you have a 31 login so that you don't have to input your information multiple times. >> That'd be great. >> Yes. >> Thank you. >> It's part of the plan. >> Thanks for improving my experience. >> Thank you, Mr. Chair. >> Thank you, Councelor Fletcher. Please go ahead. >> Yes, thank you. I just want to go back to simple messaging which is I hope you agree something we don't do as well as we could do. So getting a long thing about there's a T1 and a T. There is a Q depending upon the size it will now determine when that will be filled. >> Just the expectations of people with 311. So I don't understand why that's not a common messaging system and who I'm going to ask does your messaging does spec help with that messaging do you need to go over all that messaging to make sure it's customer friendly because what I have heard it's really not customer friendly it's staff friendly it's not customer friendly >> that's correct counselor uh we are redesigning as you know we have 600 we customer experience with the divisions are going to be redesigning. Um we have customer experience designers and researchers that sit with customers, go to civic centers, libraries. Uh we need to improve our messaging 100%. So we will make sure that it's customer focused going forward. will be able to see a list of all your messages then please in order to make sure my job my only job is to make sure that the public has an experience clear experience with all city services and that city services are tailored to the public. So I would like to see Mr. share some of that because we're sitting here after how many years we've been working on this and we still have confusing technical messages that the public is receiving. At least that's what I see. So, I would like to see how you're doing that on everything, including all of the new ones that are coming in, which is parks, well, transportation services. It does appear to me that even though we've taken that in that that's not high on your list. I'd like to make sure it's high on our list, Mr. Chair. It's highest on my list. Pardon me. >> I am I'm happy to share counselor. I agree with you. I'm happy to share our the service codes that have been improved and the messaging um that we send to the customers for those. >> Yes. I can only share what we're improving. Um, but we are going to improve. >> I'd like to see your existing. I'd like to see all of that. Like that's this is service excellence. Mr. Chair, I'll speak about it. But I just need to have that motion. Maybe you could. You're a good motion writer. >> Yeah. And councelor Fletcher, before we go too far, we won't go into the full technical issues. We may end up deferring this issue. So I want to make sure that staff are clear on what you need in case we don't get to press a motion >> is to see what we need which is my job which is the public. >> So in terms of reports are you looking for some examples of what we've got today and what it will go to. >> Well yes and how long it's been like that and what the process is. Here's what we're going to be doing. Here's what's going to be going out. So that that thinking isn't at the end of the road. It's embedded early on the journey and I don't hear it embedded early in the journey because I got back the I got the the engineers writing not not the public. >> Absolutely. We were definitely um sharing that with you. >> I would like to have that before the next meeting which might be shortly. We're having to defer >> and counselor we've also included counselor's offices as part of the prototyping. um to improve our experience. >> You know what? I could write those messages for you this very minute, but that's not my job. I want to see them. >> Absolutely. >> And I don't need all the counselor's offices to tell you. I think it's pretty clear how you communicate with the public in the best way because that's my job. That's what I have to do. So, Mr. Chair, uh I can write something up >> without a doubt. Um councelor Fletcher, is that the end? >> No, I have another one. So, just those questions, >> I know it's not here, but how quickly do you move when you find out that you have a problem >> in um a 311 intake experience? So, I've recently had an experience where there's been a problem at the sewage treatment plant and I think we all know it's a 75 acre site. It is the largest sewage treatment plant. It's the main one in the city. Everybody has maybe a tiny little one. There's tiny one in Scarbor but and one in the Humber but there's no code for the sewage the largest sewage treatment plant probably in the entire country when there's an issue with odor there's no code. So, how does that work when that's been identified 3 weeks ago and there's still no code? >> Do you want me to respond? So, um why is there no code for the code issue and then I'll speak to the >> why is there no code for the largest plant in the country? >> So, I can talk about if right or wrong why it was developed the way it was. um it was to go directly to the plant. So the service code we we transfer >> sorry >> like the parks example goes directly to the park supervisor goes directly to the correct >> correct we we are working with water understanding that this is um definitely an area of opportunity. We are working with um our water partners to improve this this code creation. So that was done historically. I can't speak to why it was done historically like that and but we're improve it. Um with respect to the codes, it's evolved over time. Uh there were issues that had developed in the past where uh the coding that was there many years ago just referenced odors and so the sewage treatment plant was receiving any odor complaint for the entire city and that was being referred to the treatment plant. So, in in 2023, there was a team that put together an a a revised code to try to streamline and get those specific complaints that were related to the plant stream to the plant manager who has a duty to respond to them and and stream out the sewer odors that you may get cuz we have complaints in many locations the city where sewers might be able um or sorry, may may be part of the the problem is we're getting emissions from the sewers as force mains kick on. So that that was why the change was made. It it appears we need to do a further refinement and sit down with with 311 to better stream that. And that's what we're committing to do. >> I guess it's more about committing to do. It's how fast you act when you have a customer experience of a terrible odor that's related to a sewage treatment plant and no code that then flags it for >> the So how fast is that? How fast do you work? >> We we have uh many priorities counselor as you know um including closing the loop and we are going as fast as we can. Uh for this one we will take it away and work it um as soon as possible with our customer experience designers. I think the key here the main problem we're having is that we've design system updates without customer experience. Correct. And now we are embedding our researchers are customer experience designers with the divisions to create an ideal to your point on the questions. What are we telling the the residents? Um an update. So, we're going to be embedded on the design going forward. >> So, this is a report going to council and I'll speak about it. I just expect that code to be in place by the next Thursday. Period. Full stop. >> And I'm not on CMP and I can't send a can't write anything up. >> Um, thank you, Councelor Fletcher. Is that the end of the questions? >> Y. >> All right. Any further questions? Third round required. All right, members. Um, I'm just going to confer with the clerk. >> Uh, the clerk is requesting a 15minute um >> coffee break. >> Oh, >> not going to say a coffee break. It It is a 15 minute a 15minute recess to deal with an urgent technical issue with the the system that we can't connect. >> Uh, so 15 minutes. >> I just want to know how much did this new system cost, Mr. Mr. Chair, when you come back, >> No, I'd like to know. It breaks down all the time, constantly. >> Well, we'll ask over the break. Uh, but 15 minutes. >> So, we're back at 10:40. Thank you. Okay, we're all good. >> Okay. >> Okay. Uh, welcome back everybody. Uh, I'm going to call the meeting back to order. I'll offer a a thank you and an explanation. Uh, thank you to members of the committee, uh, members of the public and staff for your patience. We did experience a technical issue uh connecting uh our public speakers today to the meeting, but that seems to be resolved now. Uh so everyone appreciates your indulgence uh while we took a pause to fix that and express thank you to uh the city clerk's department in fixing the technical issue. So before we took uh a recess, we were on SE 12.1 simplifying the 311 intake experience. Uh due to the technical issue, we did vary our order and we immediately went to questions of staff, but we're now going to go back to the order and invite the members of the public to depute to the committee. So, our first speaker on this item, as soon as I can find the correct list on my desk, which is here, our first speaker is Ingred Budet. Ingred, I know you're online. It's Steven Holidayiday, the chair of the committee. Can you hear me? Okay. >> Yes, I can. Thank you so much. >> Welcome to the service excellence committee. Uh, you have five minutes. Please begin. >> Okay, great. I'm just going to start my video and I also do want to share my screen. Okay. Uh, may I share my screen, please? >> We'll just get the confirmation in a second and then >> so confirmation it should be available to you to share. Uh, sharing content unavailable. Let's try again. Sharing content unavailable. Now I'm Oh, okay. Um, one moment, please. There we go. Okay, let me just share my screen. I think you should be able to see it now. >> Yes, we do. >> Excellent. Thank you so much. Well, hello everyone. Uh, my name is Ingred Budet and I'm founder of No More Noise Toronto. We are now no more noise and um it's a pleasure to share with you my and the resident's thoughts on how to simplify the 311 intake experience. >> So we are a federal not for-p profofit now and we have a nice healthy leadership team. >> Bit noisy and I know she wouldn't want that. A bit loud Ingred. I know you wouldn't want that. We'll have you turned down a bit. >> Let me just see if I can look at my audio. >> We'll deal with it here on this end. >> Just one moment. I think if I How is that? Is that a little bit better? >> Yes. Thank you. >> Okay. Excellent. All right. So, we are data driven and processoriented. We're supported by thousands and lots of people are watching what we're doing because we're creating collaborations across city divisions to help. And one of them is with the customer experience division. So, thank you for that. Municipal licensing and standards, Toronto Police Services, and we've also spoken with Toronto Public Health. And we're very pleased to be a member of the night economy external working group. So, we would like to restore urban calm by focusing on the noises that wake us up, keep us up and disturb us day and night. So, first of all, I want to thank you for this uh for this front-end redesign and closing the loop. This will both make reporting noise easier, which will improve data and support better decisions. And for closing the loop, this includes uh improving the service level agreement and also improving enforcement. So you were received the first email campaign from no more noise and so some of you received over 50 emails in two days. So um apologies but no apologies for that. Um clearly this is an issue that residents feel strongly about. Um so what they so what I've done is I've pulled the the the individual comments that were made in some of those emails and I thought I would provide you with a highle summary. So some of the sources of noise that people mentioned was vehicular noise. Motor vehicle noise is the number one noise source all the time. Um, establishments and events, construction and maintenance, public spaces, infrastructure and equipment. I'm not going to go through all of the details. You will all have my deck later on. Um, so what they described as failures in the reporting system was delayed responses, inaccurate resolutions, misinformation, and reporting barriers. And um and another item was enforcement and jurisdictional issues, the silo effect. So I'm going to talk about this one a little bit more because this has to do with the number one noise source, which is moving vehicles and sometimes stationary ones as well when they're at the lights revving unnecessarily. And this is where we are told to call 311 for everything, including motor vehicle noise. And thanks to many people's deputations and our work, we can now report moving vehicle noise to the city. But it's a data point. So that's not that's not resolution. That is a data point. And so then they need to call or log a driving complaint with the Toronto Police Services. And so this is where these silos are a really big issue for people and eventually um people just give up because they won't have the information and and they get they get the runaround. So the other um enforcement and jurisdictional issues are staff availability. We all know that um the noise team, you know, cuts out at 2:00 in the morning. um noise exemption permit issues and measurement concerns, how the actual uh measurements are taken when the bylaw officers show up. So, how residents feel during all of this process? They feel deeply disappointed and frustrated. They feel dismissed and ignored. There's a sense of hopelessness, and we've talked before about induced hopelessness that has to do with noise. They feel betrayed by smoke and mirrors. people saying they've actually people have said that 311 staff have said, "Oh, you're just too sensitive or why don't you move?" Um, they're anxious and stressed not only because of the noise, but because of the process of submitting noise reports. They're exhausted by the runaround, inferior infuriated by delays and feel burdened by evidence requirements. These are people suffering and the burden is on them to provide evidence and um and that just can take a lot of energy. So, the suggested improvements, noise task force, we've talked about that before. Proactive prevention. Uh, an example is closing road access to parks like the Humber Bay Park West after hours to stop the vehicles from going in there at night and revving their engines. Sound level monitoring with alerts is also another proactive prevention. Better parking enforcement and of course policy changes. So a resident said 311 is only as effective as the divisions responsible for resolving complaints. When those divisions fail, residents do not see separate departments. They see a city that is not working and I would say a city that they don't feel cares about them. So I want to finish off. I have to talk about the service level agreement. The wording changed it for for the service um standard metrics. The word changed changed, excuse me, from investigated to responded to. Well, a lot of the other SLAs's have closure. They have removed. They have all these these definitive words that indicate it is done. Responded to is not resolution. So, this is still unsatisfactory. And lastly, I would just like to welcome Sean McGawan. Hello, Sean. Unfortunately, I cannot be there today, but uh I think you're probably in the room. And I welcome you. Um uh for those who don't know, he's the new executive director of municipal licensing and standards and his past experience is the director of commercial inspection in the enforcement branch for the province of Ontario. And I hope we get to have 30 minutes where we can chat about how we can make Toronto a better city because finally cities don't need to be loud. Thank you very much everyone and thanks to the team for make getting this working. >> Thank you Ingred. Uh, and just to let you know, you did get a big smile from Sean in the room. Uh, are there questions of the speaker? I have one. Um, I'll just reset my timer. Ingred, I just I uh I took note of your presentation and I look forward to you to sending that to us. I wondered if No More Noise Toronto or yourself have taken a look at the 311 knowledge base >> as it pertains to noise and have you have you had an opportunity to critique the the information that's in that? >> Not not in depth, but I have had a look at it and it's it's something where um it certainly provides information and it's helpful. Um but in times of need, that's not necessarily where people are going to go. They want the they want the system to work for them. >> Um, were you aware that the 311 knowledge base really is the same thing that the call takers are working from as members of the public call in. So that that same information that helps somebody that you know gets a variety of calls about all sorts of different things, they can go to that page, understand the basics, take in the request, you know, if it's a phone request. Um, and it also is the same thing that's offered to the public. But I I were you aware that that was the backend system and if if that needs improvement, then that's a good place to start. >> Yes. Yeah. No, I was not aware of that, Councelor Holidayiday. So, Chair Holidayiday, so thank you so much for that for that clarification. um it um that that is a resource then that we can use and and we could possibly help with critiquing that as well. >> So, I'm going to ask a bit of a blue sky question, which is >> how do you think it should go if a member of the public either calls in or uses an online tool or an app if if that's what it is to report a noise issue? I mean, how would you see that in the best of worlds? Because I think I think the staff are listening in here. you know, they they they did say earlier that they were interested in what customers thought. So, h how do you think it should work? >> Just you know, a few points just, you know, if you had a magic wand to make it make it as easy as possible as for you, what would it look like? >> Well, number one, it would look like less reports, that's for sure. Okay. >> Um but less noise issues, but the other So, it really depends on the individual and this is about accessibility, right? Like some people are are fine with the phone. Some people if you were to give them a chatbot would be like, "Oh my goodness, what's this?" So I think you need to have a number of different avenues for people so that you can meet them where they're at. There are some people who are extremely tech-savvy and some aren't. So in an ideal world, there would be an initial branch right at the top and how do you as the resident want to report noise? Okay. >> And then then it can funnel from there. >> Okay. And then is there a do you have any ideas on how the city could better articulate to residents the types of noise that fall within its jurisdiction to investigate and the types of noises that are not within its jurisdiction to investigate and those that might still be of value. you know, so for instance, and and you know this very well that um it's very difficult for well, it's not possible for the city's officers to investigate a moving vehicle, but it's still noise and it's still annoying, but there's still value in somebody reporting that information because somebody will use that to deal with moving vehicles at some point. So, how how do we convey that to people so they feel more confident in the system? That's a great question because um that's the thing is when when people are reporting they have an issue right then and there and they are looking for resolution. They don't they don't care necessarily about it about being a data point. And so this is where if there was a tiein between, let's say, there's a driving complaint with Toronto Police Services and so because they are the ones that can deal with that moving vehicle noise and then it connects to 311, maybe that's the route that moving vehicles should take. Um, but people are generally confused. So in in self-interest, I could say, well, let's just do a no more noise meetup and and and educate people. um we would love to host that um the team and and clarify that but I think people really need to know and whether that's an education campaign um the city has done a much better job regarding noise the noise page on the website has improved significantly um but there needs to be more and that is also our mandate is to reach out to the residents and help them understand the system that the city has so I think it's a two-fold process it's you reaching out It's us reaching out and maybe us being together in that in that process. >> Thank you. Are there further questions of the speaker? Seeing none, thank you for joining us today >> and for your for your patience. >> Thank you. >> Yes. >> Um our next speaker is uh Miguel Aila Valarde. Miguel, are you online? It's Steven Holiday. Hopefully you can hear me. >> Good morning. Can you hear me? >> Yes. Very well. Good morning to you. Uh welcome to the committee. You have five minutes. >> Yeah. Um like like Ingred, um thank you Ingret for the presentation and giving your perspective on the 311 service. I will give my perspective as a Toronto community housing resident who for the last three years has been the victim of the housing secretariat rehoming housing strategy which is the mandate of the city of Toronto to Toronto housing to um find homes for residents of the shelter and encountments that we had had for for the last four, six years in Toronto. So what happened is in in this building 48% of the residents are aging in place and they are over 55 years old. And now we have newcomers, new residents who are moving in and they have problems associated with drug use, associated with trauma and addictions and um also insomnia. They don't they can't they don't have a normal lifestyle like we we as the old residents have which we have a routine to go to bed at 10 p.m. and be up by 6:00 a.m. However, our new neighbors, they make noises overnight. And the answer from the landlord has been always contact the community safety unit to investigate complex noises overnight. I have reported 275 calls to the CSU to investigate complaints that I have logged for the last three years and the result has been that the landlord acknowledged that perhaps it's better that every complaint associated with noises is directed to the 311 service. So, I did connect with the 311 service. Um, and I noticed that the 311 service has to receive a a notice from the landlord that they have given up in investigating noises and perhaps CS the the municipal license enforcement unit which has um data collectors uh data collection devices can do the can perform the job. So I did that and it had it was a very stressful uh experience for me because I try to maintain a balance in my life to come to city hall to come to work expressing my opinion my living experiences to improve society which I'm doing right now what the message we we need to send the service excellence to the Toronto community housing board of directors is Please direct all noise complaints to the 311 service. No more useless calls to the community safety unit. As I said, I I loged 275 calls and nothing got done. Nothing happened. Instead, I lost my hearing and my mental and physical uh damage or my health as well. So, what I'm trying to convey to the committee today is let's educate Toronto community tenants that the best route to address overnight noises that you experience in your building is to connect directly to the 311 service. But for that to happen, we need to have on board the community safety unit. And I have spoken with the new director of the community safety unit who said to me, Miguel, we're trying to advocate for had to have the 31 service take over that problem of noises at night time. So it's it seems that we need to work together and I'm glad that there is an opening door from management that saying we are advocating but we don't I don't know what is the advocacy they're doing they should be speaking to you today by the way and let you know that the community safety unit officers are not equipped with the technology for noise data collection and it's very important to emphasize that emphasize this. Only the municipal license enforcement officers are trained and they have the devices to test overnight noises. Thank you for listening to me. I have a lot of patience today. We have problems with this with the technology, but hey, we did it. Thank you guys. >> Thank you, Miguel. Are there questions of the speaker? Seeing none, thank you for joining us. Our next speaker is Nicole Curado. Nicole, it's Steven Holiday from the Service Excellence Committee. Can you hear me? >> Yes, I can. >> Welcome to the committee. You have five minutes. Um my I was going to say that there's um one of the things uh I think I have a new app but I would suggest some changes because you know you're changing the app for one thing currently animals are are listed under animal. So it focuses on control rather than not animal services about control. So it's not a really humane it's not promoting humane services. The first thing that comes up are animal bites on the on the 311 app and that's really not good. So one of the things I would suggest is you change animals, insects and pests. and wildlife and add animal adoptions and fosters and probably the first thing that comes up on the app when you look up animals and wildlife. That way it would promote it would be promoting animal services rather than animal patrol. And it's just it's just a it seems like a small thing, but it would be a humane option to do that. You perhaps make that little change animal adoption animal, you change animal control to uh animal to animal services. It just make and also I would suggest that when you call 311, you have an actual person answer so that it's no longer no longer just, you know, people when you have people Nicole, it's Steven Holiday. We seem to be losing your signal. app. So that does animals, animals, insects and pests, but we'll say animals, insects, and wildlife to make it more about animal services. And I would also suggest the other thing I would suggest is have it be animal have have uh animal adoptions on uh the first thing that would come up having animal adoptions so that the first thing that under animals insects does not come up as animal bites. The first thing that should come up is animal adoptions because people may go on 311 app to look for animals to adopt. So I would suggest adding animals for adoption as one of the spots, one of the things you can have. So that that's something I would highly highly recommend animal adoption rather than animal control. Thank you very much. Are there any questions of the speaker? Seeing none, thank you very much for joining us on this item, Nicole. Members, you you will recall that we did vary the procedure to deal with some technical issues. I'll ask are there any further questions of staff? Seeing none, members wishing to speak. >> Councelor Fletcher, please go ahead. >> Well, I haven't had all my motions ruled out of order, but they have moved to another meeting uh because we're going through executive. So that uh kind of clear language response that's a motion chair. Yes, that would go to executive and then to the June council. So that one's pretty clear. Thank you very much. I think I said quite a bit in my questioning about that that clear language, clear information, uh public messaging is number one. and I'd like to make sure that we're hitting all the right notes and I'm sure 311 and all the divisions do as well. Mr. Chair, as far as the 311 SR code, I will be writing a letter to uh 311 to and to water uh indicating my expectation that that code will be ready for the report i.e. 29.9 which will be on the city council agenda next week. So I'll just say I can't move that here because it would come to the June meeting and be too late. But uh decided instead that I think it's important that we make that clear. I'll just speak uh a bit about that before that so everybody understands the urgency of as I'd mentioned 75 acre site with the main sewage treatment plant over a million plus homes whose sewage and water goes well the sewage goes there the water goes down to RC Harris although combined sewers go there which we have quite a few and at times there's an issue When there is an issue with the plant as there was with a breakdown, a mechanical failure, it was a very difficult 5 days for the community and there was a hunt and peck approach because is it a sewer order? Is it this? There was no SR code that said sewage treatment plant something's gone very wrong and it was left for 5 days. So I think out of the report that will be brought that it will be very good to have everything upgraded including that and if there's confusion you can say sewage treatment plant odor what's where do you live if you're living in Willowdale I don't think that you would be using that code if you're living anywhere east of Young Street over to Scarro into councelor Candel's ward you might be using that code so there's an air shed that that code affects and that should be part of 311. That would be a great upgrade that we're speaking about today. And um I just look forward to see the closing the loop and I want to make sure that all of the language that we're using, all of the messaging that we're using is written in the simplest possible way for the public to quickly understand what's going on. And that's our job to make sure that communications is in place and staff job to make sure that the jobs get done. But the communication of that, I think it's very wise for us to have some oversight to that. And I look forward to councelor Aninsley's secret shopping escapades on 311. We hear about them every meeting. I'm not sure which one you'll be doing next time, councelor, but I do look forward to that. >> Thank you, councelor Fletcher. Um, any other members wishing to speak? Councelor Aninsley. >> Thank you, Mr. Chair. Um, I just want to, uh, thank Miss Sarapim and for team that all the work that they've been doing, the the presentation that was done today. Um, I spent a lot of time on the 311 app, uh, going around in and around my ward. Um, I find it very useful. Um, the secret shopper is councelor Fletcher uh refers to me as as I prefer doing that and not having to go in and saying this is councelor Aninsley. Um, but you you know the 311 system and the app in particular, I've always looked at it as a work in progress. We've made a lot of changes to it. Um, you know, our residents, uh, myself, our colleagues are always looking at ways to improve it. um I think before Miss Saraphim came on and was hired a year and a half ago. >> A year. I'm sure sometimes it seems like 10 years to her. Um but we've seen great improvements in it from uh what it was how the 311 system existed before uh she came to the city of Toronto. Um I think this is a huge step forward. I think it's really great to finally see parks and recreation being integrated into it. You know, it's this is for our residents first and foremost and how they see us delivering city services, how they can um, lack of a better word, complain about city services, but also ask about improvements to them and make sure that their voices are heard when they can't get hold of their local city councelor. So, I'd like to thank her and her team for all the work that they've been doing and the improvements that they continue to make. uh in particular and as we always talk about in closing the loop which I think is of paramount importance for our residents. Um so I'm very happy to support this report before us this morning. Thank you. >> Thank you. Uh further speakers I'll speak uh briefly. >> Yes. Sorry Mr. Charles I was trying to unmute myself here. >> Go ahead councelor Casanti. Yeah. Yeah. Just briefly and u I'll just echo a bit of what was said and and uh and what uh councelor Fletcher said as well. You know to her point about clear language. Having the best and most accurate information is important when a constituent calls 311. Um case in point is some time ago I spoke about the soda repair and council how the information wasn't u uh accurate and how it was related to our our constituents. uh and uh you you may recall that and that that has since been fixed up. Uh so having that uh clear language, the understanding between 311 operators and and the uh the message they deliver to our constituents is critical to ensuring the best uh and creating the best uh 311 experience. A lot of the reasons are number we got a number of reasons why constituents escalate but I think the two most important ones are that you know they feel this is a very slow turnaround and closing the loop and getting the information they're expecting to get from 311 in a timely manner or they're just simply not satisfied with the result and so then they uh they're feel that necessity to escalate. So, uh, but, uh, you know, we know it's a tough job the 311 has, but I'm really pleased to see that, uh, uh, there's a great presentation this morning. We are wonderful things that are going to happen moving forward, and I look forward to, um, uh, seeing, uh, the implementation of all these great things happening. Thank you, Mr. Chair. >> Thank you, Councelor Croanti. I'll speak very briefly. Uh I do have a a short motion and that really is just simply to ask the team to look at uh noise complaints um soon in you know perhaps the next round of improvements. Uh and I I just want to say good work. I this is really exciting. These are uh two major change initiatives that makes life better for people in the city. It's that simple. And in fact, the t the changes are targeted to about 1ifth of all of the calls to our system. That's a big deal. So, you know, obviously the team has chosen some of the most frequent uh things that citizens ask for and also something that is deliverable for the changes. So, you know, to recap, there's there's two parts to this. The first is taking a really human approach to how you report a problem to 311. You know, one of the things I lament, if I if I remember this correctly, is, you know, when you report a pothole, one of the first questions is you're reporting it on the Toronto Island, and as nice as a place as that is, uh, and and recognizing there's people living there, it's unlikely the vast majority of the the potholes that are reported are there, and you know, is that the most efficient place to ask the question? Um, so, you know, rethinking that from a from a an approach of a citizen calling to just say, "I just need to let you know about this city. Please fix it." And I think that's just going to make life better and make people more confident in the system and use it more often. And then the second part, my goodness, something we've talked about for so long, which is really getting to a point where we can tell people about the progress of what they've asked for and follow up once it's done. And if something's not right, then there's an opportunity to intervene and to fix that. But people will have more information than they've ever had before. And those are two really positive initiatives. Uh so thank you to everybody for all of the hard work on this. And you know, I'm just enthusiastic about the road ahead. Um with that, there's a couple of amendments. Uh so our first amendment is uh councelor Fletchers. All those in favor? Any opposed? That carries. The second amendment is from me. Uh all those in favor. Any opposed? That carries. And madam clerk just confirming we need an item as amended. Or is that >> that's the item >> that that is the item is the recommendations replace. Okay. So the item 12.1 is done. So we're now on to item SE 12.2. using 311 and other data to identify trends and improve service delivery in parks and recreation, transportation services, and municipal licensing and standards. We do have a speaker on this item and that is Nicole Curado. Uh Nicole, uh I hope you are online and you can hear me. Welcome back to the service excellence committee. Please proceed. >> Hello. I was calling because one of the I noticed that one of the biggest calls for service is for injured wildlife. A lot of people would be saddened to realize that injured wildlife is generally euthanized by by the the Toronto Animal Services even if the animal's treatable. And the reason for that is because Toronto Animal Services does not have they don't have a a permit to to rehabilitate wildlife. So, I would highly highly recommend that you have a contract with the Toronto Wildlife Center and that you add 311's you add Toronto Wildlife Center to the 311 services so that people when they call 311 can ask to speak to the Toronto Wildlife Center instead of Toronto Animal Services so that the animal can have a better outcome. That way if the Toronto Wildlife Center picks up the animal, the animal then can can actually have a chance. The other option would be to have a The other thing is that Toronto Animal Services should have a have a a policy to send every animal that they wild animal pick up to Toronto Wildlife Center. But that's not currently the case. Partly they're just the rate for wildlife is over 98%. It's people probably wouldn't be calling 311. I know people keep saying call 311 for wildlife. It's much much much better instead of calling 311. It is much preferable to call uh to call uh Toronto Wildlife Center that rather than than 311 at this point because of the what happens to the wildlife. This is just something people might want to know. >> Thank you Nicole. Are there any questions of the speaker? Seeing none, once again, thank you very much for joining the committee. Members, are there questions of staff on the report? Seeing none, uh, members wishing to speak. >> Uh, councelor Aninsley is moving receipt and I will of course express thank you for the very detailed report. I think it's great information and I hope that um, uh, we get to see examples of other divisions and other uh, initiatives within the city that use the 311 data. But this is very reassuring to understand that the data drives the operational plans in the city. Uh so councelory moves a receipt. All those in favor any opposed? That item carries. Madame clerk I'm confirming that those are all the items of business and therefore the uh meeting is adjourned. Thank you everyone and thank you for your patience.