City of Toronto

City Manager's Office – Customer Service Standards

The City Manager provides guidance and advice to Council and the City administration on city-wide issues, co-ordinating the work of City divisions and evaluating how well the City of Toronto provides services. The City Manager's Office serves customers through six divisions:

Executive Management

  • All external enquiries will be acknowledged within 24 hrs. Inquiries received via correspondence will receive response within 10 days.
  • All internal enquiries will receive a response within 24 hours.

Equity, Diversity and Human Rights

  • All external inquiries will be acknowledged within 24 hours. Enquiries received via correspondence will receive response within 10 days.
  • All internal enquiries will receive a response within 24 hours.
  • All internal and external Human Rights & Anti-Harassment Policy complaints will receive a response within 48 hours.
  • All internal and external anti-discrimination access and equity complaints will receive a response within 48 hours. All inquiries received via correspondence will receive response within 10 days.

Equity, Diversity and Human Rights

Human Resources

  • Strategic Recruitment, Compensation & Employment Services

    • External enquiries will be handled within 48 hrs. Enquiries received via correspondence will receive response within 10 days
    • Internal enquiries will receive a reply within 48 hrs
    • To maintain or increase the percentage of City managers or supervisors who are satisfied or very satisfied with the quality of advice of the Strategic Recruitment and Employment Services units
  • Organization Development,  Learning & Workforce Planning

    • To maintain or increase the satisfaction rating for corporate learning events at a satisfaction level of 4 or greater, on a scale of 1 to 5
  • Employee & Labour Relations

    • To maintain or increase the percentage of City managers and supervisors who are satisfied or very satisfied that the Employee & Labour Relations section understood their business needs and the challenges they faced as a manager or supervisor
  • Occupational Health & Safety

    • To maintain or increase the percentage of city managers and supervisors who are satisfied or very satisfied with the quality of advice of the Occupational Health & Safety Section

Human Resources

Internal Audit

The Internal Audit Division's primary purpose is to help senior management identify and evaluate exposures to risk and to help strengthen risk management and controls in program areas across the City organization.

  • Customer survey average score of 4 out of 5
  • Administrative time less than 20 per cent of total available time

Internal Audit

Strategic Communications

  • All media inquiries will be responded to or acknowledged by 6 p.m. on the business day on which they were received.
  • All internal requests for assistance with a response to a media inquiry will receive a response within the business day in which they were received.

Strategic Communications

Strategic & Corporate Policy (Civic Engagement)

  • Offer members of the public a range of options for engagement; build feedback into engagement work
  • Respond to email and telephone inquiries within 24 hours; respond to questions or concerns regarding online tools (website, Twitter, etc.) within same business day
  • Assess the effectiveness of advice to City divisions through an assessment tool

Strategic & Corporate Policy


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