Performance Reports

311 Toronto is pleased to provide information about its performance metrics. This information includes data about the number of interactions through our various channels (calls, e-mails, online, and fax), our first-call resolution rate (interactions that are resolved by 311 at the first point of contact without a need to transfer the customer to another City division) and other service measures. This information can help our customers understand the services we provide, get a sense of when our Contact Centre is busy and what our overall trends are in providing customer service for the City of Toronto.

February 2015


This chart provides trends of weekly call volumes received by 311 Toronto for the period, as well as the achieved service level for the period. Service level refers to the percentage of the received calls that have been answered within the 311 service goal of 75 seconds.

The service level goal is to answer 80% of calls within 75 seconds (effective May 3, 2010).

This chart provides a breakdown of the percentage of 311 service requests by divisions. 311 generates and tracks service requests for Solid Waste Management Services, Transportation Services, Toronto Water, Municipal Licensing & Standards and Urban Forestry.

This chart provides a breakdown of 311 service requests received by channel. In April 2012, 311 launched "Mobile Apps" (OpenAPI), a solution enabling the public to instantly submit service requests through their smartphones without the need to call the 311 Contact Centre.

This chart provides a breakdown of phone calls that are resolved by 311 at the first point of contact (First Call Resolution). The performance target for 311 Toronto is 70% of all calls resolved at the first point of contact.

This chart displays a breakdown of action taken by 311 to resolve the phone contacts by providing general information using the 311 Knowledge Base or initiating a Service Request. For service requests, the customer is provided a reference number for tracking service request status.

This chart provides a breakdown of "non-phone" contacts. categorized by the action taken by 311 (provide general information using the 311 Knowledge Base or initiate a Service Request). The number of service requests generated through the fax channel is zero.

This chart provides a breakdown of the percentage of all 311 contacts received by channel including phone calls, e-mail, fax and on line. Actions taken by 311 to resolve the interactions include providing general information using the 311 Knowledge Base or initiating a Service Request.

311 Performance Reports: openAPI and open data

 

The figures used to display 311's performance metrics are built using the Google Visualization API. The data sets which drive these visualizations are open and can be viewed, downloaded, or queried via an API call by freely accessing their spreadsheets in the cloud. Currently the visualizations utilize data within Google Spreadsheets but will ultimately be driven through Google's Fusion Table API and Chart API.

Details on the data feeds are listed in the table below and available in the City of Toronto's open data catalogue. Visit the 311 Contact Centre Performance Metrics open data listing at toronto.ca/open.

Data set Google Spreadsheet URL
311 Contact Centre daily call trends https://docs.google.com/spreadsheet/ccc?key=0AgucawU-mMI9dFhkTmlTY2k2OWExd2FHZ3lVMGpuVEE&usp=sharing
311 Contact Centre weekly call metrics https://docs.google.com/spreadsheet/ccc?key=0AgucawU-mMI9dEhKZ0kwMUtvanQ2endTblpoNlNKN2c&usp=sharing
311 Contact Centre monthly metrics https://docs.google.com/spreadsheet/ccc?key=0AgucawU-mMI9dGVBcnNBaG1LZ3AycHVScTJ2SjhfU1E&usp=sharing
311 Contact Centre yearly metrics https://docs.google.com/spreadsheet/ccc?key=0AgucawU-mMI9dGpHNGZ4SmQtcXo4WHR3aUF2V004VWc&usp=sharing