Service Excellence Committee - November 20, 2025

City Council Meeting Summary

High-level overview The meeting centered on advancing transparency and public engagement through new city data dashboards and 311 data integration, with ongoing scrutiny of service standards and public feedback. Key decisions included launching enhanced interactive dashboards in 2026, continuing the “Closing the Loop” and public-facing data initiatives, and adopting several motions to push transparency and proactive management—though some items were deferred for further refinement.

Five Most Important Topics

• Topic 1: Development and rollout of interactive BI dashboards and 311 data transparency (SE 10.1)

  • The city outlined plans for dynamic, public-facing dashboards that replace static reports, allowing filtering by ward and request type. Quote: “This will be a dynamic report which will allow filtering by ward, data request types, and divisions.” File reference: SE 10.1.
  • Public-facing access and phased implementation were highlighted, with Phase 2 and eventual Phase 3 focusing on real-time data and broader access. Public impact: easier resident insight into service performance and accountability.

• Topic 2: Listening to Toronto alignment with 311 data (SE 10.2)

  • Discussion on aligning resident survey data with 311 service data to better target improvements. Quote: “I will hold that item because I have a question and a potential motion.” File reference: SE 10.2.
  • Public input implications: divisions will use survey insights alongside 311 data to identify opportunities for service improvements; continued consideration of how survey results translate into action.

• Topic 3: Public participation and speaker registration (Public input framework)

  • The meeting emphasized opportunities for registered speakers and online speaker lists, underscoring inclusive engagement. Quote: “If you're registered to speak at today's meeting, please listen for me to call your name.”
  • Resident guidance: registration via the Service Excellence Committee page on toronto.ca; direct engagement in agenda items and public feedback processes.

• Topic 4: Noise complaints and enforcement modernization

  • Emphasis on modernizing noise resolution through proactive technology and streamlined processes. Quote: “Please work with us to modernize so that you can complete investigations and have resolution in 10 days. The technology is there.”
  • Public health and quality of life: concerns expressed about health impacts from noise and the need to ensure timely resolutions rather than only investigations. This topic also ties into broader service standards discussions.

• Topic 5: Transparency and public access to dashboards and data standards

  • Council discussions highlighted the need for clear, accessible data representations so the public understands service levels and outcomes. Quote: “Not only will counselors have that, but the entire world will because they can just go to [the dashboard].”
  • This topic underpins ongoing conversations about data presentation, public interpretation, and aligning SLAs with real outcomes.

File Numbers Discussed - SE 10.1: Enhancing Transparency and Accountability of City Service Data. - SE 10.2: Listening to Toronto Survey Alignment with 311 Data. - Additional file reference: SE 10.1 and SE 10.2 appear repeatedly in discussions; a separate file number (654) is mentioned in a different section (related to 311 requests and geography).

Opportunities for Public Input - Public input is facilitated via registered speakers at committee meetings; speaker lists are available online on the Service Excellence Committee page (toronto.ca) for agenda items. - Residents can participate in the Listening to Toronto survey to influence priorities, and divisions use survey findings along with 311 data to identify improvement opportunities.

Motions: Passed, Rejected, or Deferred (titles and outcomes) - Motion to Confirm Minutes from September 12, 2025 - Outcome: Passed unanimously. - Motion to Develop a Public Service Dashboard - Outcome: Passed. Implementation focusing on nine high-impact services; daily public updates planned. - Motion to Launch New Interactive Tool in Q1 2026 - Outcome: Passed. Transition planned without service interruptions; full data integration. - Motion to Use Public Surveys for Service Prioritization - Outcome: Passed. Surveys to guide prioritization of high-impact services. - Motion to Maintain Current Service Level for Park Garbage Bin Overflowing (part of SLAs) - Outcome: Deferred. Resource and impact considerations to be revisited. - Motion to Update Dashboard for Clarity - Outcome: Passed. Dashboard updates to improve clarity for public understanding. - Motion to Hear Presentation from No More Noise Toronto (noise-enforcement input) - Outcome: Passed. Follow-up discussions on funding/tech may occur. - Motion to Clarify Service Standards for Complaint Resolution - Outcome: Deferred. Definitions and reporting mechanisms to be refined with CXD input. - Motion to Close the Loop Initiative (Closing the Loop) - Outcome: Deferred. Early 2026 plan development required. - Motion to Improve Complaint Tracking Transparency (Closing the Loop) - Outcome: Passed. Ongoing development and transparency improvements. - Motion to Explore Proactive Noise Monitoring Technology - Outcome: Passed. Feasibility and planning for area sound level monitoring to be pursued. - Motion to Enhance Data Reporting for Council Members - Outcome: Passed. Overnight/near-real-time data updates planned for 2026-2027. - Motion to Make Data Dashboards Publicly Accessible - Outcome: Passed. Public access to dashboards confirmed. - Motion to Develop a Congestion Management Plan (tying survey data to planning) - Outcome: Deferred. Plan to be advanced in the new year with survey inputs. - Motion to Investigate Granular Data on Traffic and Construction Coordination - Outcome: Passed. Capital Coordination Office to elaborate details and report back.

Councillors Present - Chair/Chairperson (presiding) - Councillor Fletcher - Councillor Croissanti (also spelled Crosanti in some sections) - Councillor Casanti - Councillor Holidayiday (Steven Holidayiday) - Additional unnamed council members referenced in multiple sections

Follow-Up Actions - Continue dashboard development and roll-out in 2026, with real-time data and public access enhancements. - Advance the Closing the Loop initiative with a concrete rollout plan in early 2026. - Complete additional reports and glossaries to clarify service standards and measurement approaches. - Engage with the public through the Listening to Toronto survey and ongoing dashboard feedback channels.

If you’d like, I can tailor this into a shorter brief for residents or expand any single topic with more direct quotes and section-by-section details.