Data catalogue

311 Service Requests - Customer Initiated (1 month)

This dataset is going to be removed since data is duplicate to 311 Service Requests - Customer Initiated

  • Service Request Location – The location recorded for the service request represented by either the nearest intersection or the first three characters of the postal code (FSA).
  • Service Request Type – Details outlining the relationship between Problem Codes, Service Request Type, corresponding City Division, and Section-Unit are presented in the “311 Service Request Problem Codes” dataset.
  • Creation Date – The instance when a CSR submits the service request into the 311 Lagan ECM system.


The dataset outlines the unique problem codes on customer initiated service requests received by 311 Toronto.

  • This data represents a small sample of overall City services.
    • All service requests represents only 25% of all contact with 311 and this data is a subset of this 25%.
    • This data represents service orders in only 5 of 45 divisions and not even all of the services requests in those 5 divisions ( in some cases only 40%).
  • The number and location of service orders will not be representative of the full range of services provided by the City.
  • Urban form and the types of service requests captured in the data will impact any geographic summary of results - for example some types of service requests (like curb side garbage collection) will be skewed towards those areas in the city that have mostly houses as opposed to apartments.
  • This data represents only one month (October 7th - November 7th) and there can be seasonal variations in some service order types.
  • The age of infrastructure in different parts of the City can influence results (for example water main breaks).
  • This data represents the ”initiation of a request for service” from the customer's perspective. However, during the request fulfillment process it could be determined that the customer's request may not be valid. For instance, a customer may request tree trimming, however during the fulfillment process it may be determined that the tree is on private property and therefore not the responsibility of the City.

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