Item No. 8.4

Council Report: C 35/2020

Subject: Departmental Service Targets - 311 Requests for Service City Wide

Reference:

• Date to Council: May 4, 2020
• Author: Alena Sleziak
• Manager, Customer Contact Centre
• 519-255-7474 ext 883
• asleziak@citywindsor.ca
• Communication and Customer Service
• Report Date: February 27, 2020
• Clerk's File #: GM/7755

To: Mayor and Members of City Council

Recommendation:

That City Council APPROVE the departmental service level targets for service requests received through 311 as identified in Appendix A – 311 Requests Service Level Target Summary of Departmental Statistics for a period of 2 years 2020-2021; and,

That the Chief Administrative Officer BE AUTHORIZED to approve service level targets for any new Service Requests created during the two years.

Executive Summary:

N/A

Background:

In 2016, Council approved the process to bring forward service level targets for 311 requests for service every two years CR 56/2016. This report serves to provide Council an update on departmental service level targets for 2018-2019 and also the recommended targets for the next two years 2020-2021.

Discussion:

The 311 service received a total of 138,477 customer contacts in 2019 and 136,249 in 2018. Contacts to 311 received by phone, email, text, online and mobile app are outlined below.