Customer Service Standards

Fleet Services – Customer Service Standards

Fleet Services provides the Toronto Public Service with responsive, flexible, efficient and comprehensive fleet services to support the delivery of public programs and services. The division's services are provided through two areas:

  • Fleet management
  • Fuel management

The division:

  • provides and maintains approximately 5,200 vehicles and equipment
  • trains and licenses drivers and operators of City vehicles and equipment
  • maintains the City's Commercial Vehicle Operator Record (CVOR) in good standing by ensuring safe and compliant fleet operations
  • oversees the City's fuel site operations

Customer Service Standards:

  • % of fleet over expected life
  • # of annual downtime hours per light duty vehicle
  • # of vehicle drivers / equipment operators trained & given permit
  • % of rejected transactions over total fuel transactions


Corporate Service Standards

The City's corporate online, email and telephone service standards support the delivery of exceptional, equitable and accessible customer service.