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311 Toronto celebrates five years

The City of Toronto’s contact centre for non-emergency service requests and information, 311 Toronto, celebrated its fifth anniversary. 

Since 2009, 311 Toronto customer service representatives have responded to over five million calls, 375,000 emails and 15,000 tweets. 

This anniversary coincided with Customer Service Week, an international event dedicated to recognizing the importance of customer service.

Operating 24/7, 311 Toronto serves as the first point of contact for Toronto residents and businesses whenever the need arises. Whether it’s a fallen tree, a noise issue, animal and bylaw issues, downed traffic signal or a question about a recreation program, 311 has the answers. 

“At 311 Toronto, every week is Customer Service Week,” said Therese Damaso, Acting Director of 311 Toronto. “We’re here to initiate service requests and answer questions. And if we don’t have an immediate answer, we make sure we find the right person who can.”

When 311 launched in the fall of 2009, the customer service and information line handled most inquiries by telephone and email. 

Increasingly, customers are using 311’s self-serve option and are initiating service requests on-line, choosing from among the more than 100 service requests available on the City of Toronto’s website.  

More than 80,000 service requests have been created on-line since the option was introduced in 2010 and several mobile apps have been launched using the data collected from the City’s Open Data program. 

To-date, more than 3,500 service requests involving graffiti and potholes have been made using the mobile apps. 

Toronto is Canada’s largest city, the fourth largest in North America, and home to a diverse population of about 2.8 million people. 

It is a global centre for business, finance, arts and culture and is consistently ranked one of the world’s most livable cities. 

For information on non-emergency City services and programs, Toronto residents, businesses and visitors can visit www.toronto.ca, call 311 24 hours a day, 7 days a week, or follow@TorontoComms.

Posted: Nov 3, 2014

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