311 Toronto - The Easy Way to have the City help you

One easy to remember phone number to access all services at the City of Toronto. Speak to a service representative 24/7 in dozens of languages about any municipal issue.Help is just a phone call away.http://www.toronto.ca/311/

How 311 works

Toronto's 311 system is the largest in North America to launch with end-to-end service integration. What this means is that many of the City's different work order systems will effectively work together to bring improved service delivery to the residents and businesses in Toronto. Another key component of the 311 system is the City's knowledge base. As of launch day, the knowledge base contains more than 15,000 answers to 13,800 questions.Phone within Toronto city limits: 311Phone outside city limits: 416-392-CITY (2489) (can be used within Toronto if you can't reach 311)TTY customers: 416-338-0TTY (0889)Fax: 416-338-0685E-mail: [email protected] Web: www.toronto.ca/311

311 vs. 911 and 211

311 is for non-emergency City services, programs and information.Always call 911 in case of an emergency. 911 connects you to EMS, Police and/or Fire in an emergency situation and service is provided in all languages. Learn more about Toronto emergency services.211 is for social service and counselling referrals. You can also visit www.211toronto.ca.

Status tracking

311 Toronto uses state-of-the-art technology to track requests for service. Where applicable, callers making a service request will be given a reference number that they can use to track the progress of their request through to completion. The list of track-able services will continue to grow as the 311 operation expands.

Performance reports

311 will publish regular reports that provide statistics about the number of calls answered, first-call resolution (calls that are answered by 311 customer service representatives without needing to transfer the caller to another City division) and other service measures.The City will use the data from the 311 calls and service requests to plan, forecast and budget for improved service delivery.

Facts and stats

• 311 Toronto is the largest end-to-end service integration system in North America.
• The 311 Knowledge Base holds 15,000 answers to a possible 13,800 questions.
• The Contact Centre is expecting to receive 48,000 calls per week when fully operational.
• Prior to the launch of 311, there were 251 inquiry lines in place to access City services at nine call centre operations at 26 locations.
• More than 100 highly trained customer service representatives now work from the new 311 Contact Centre.
• There are 100 workstations in the Contact Centre.
• IP Telephony or Voice over Internet Protocol (VOIP) technology is used in the Contact Centre.
• 311 staff will resolve 70 per cent of all calls at the first point of contact, reducing the number of calls transferred.
• Service can be provided in more than 180 languages using a telephone interpretation service; TTY service for hearing impaired will also be available.