About 311
Please download the latest version of Adobe Flash player to see the slideshow here.
311 is the largest, most exciting customer service improvement undertaken by the City of Toronto since amalgamation. 311 improves accessibility to non-emergency City services and information, and will increase the City's effectiveness in responding to public inquiries.
Not sure how to report a pothole? Need to request pick-up of an old appliance? Looking for a program at your local community centre? Simply call 311. Our customer service representatives are available to assist you 24 hours a day, seven days a week.
More than just a phone number, 311 Toronto provides access to a wide range of online services, including online service requests and tracking. Information counters are available at City Hall and most Civic Centres during regular business hours, offering in-person assistance and free telephone access to 311. You can also contact 311 by e-mail or fax.
How 311 works
Toronto's 311 system is the largest in North America to launch with end-to-end service integration. What this means is that many of the City's different work order systems will effectively work together to bring improved service delivery to the residents and businesses in Toronto. Another key component of the 311 system is the City's knowledge base. As of launch day, the knowledge base contains more than 15,000 answers to 13,800 questions.
311 vs. 911 and 211
311 is for non-emergency City services, programs and information.
Always call 911 in case of an emergency. 911 connects you to EMS, Police and/or Fire in an emergency situation and service is provided in all languages. Learn more about Toronto emergency services.
211 is for social service and counselling referrals. You can also visit www.211toronto.ca.
Status tracking
311 Toronto uses state-of-the-art technology to track requests for service. When applicable, you will receive a reference number after making a service request (by phone or online). The reference number allows you to track the progress of your request through to completion.
You can call 311 to follow up on a service request or track its status online from the 311 homepage. The list of track-able services will continue to grow as the 311 operation expands.
Performance reports
311 will publish regular reports that provide statistics about the number of calls answered, first-call resolution (calls that are answered by 311 customer service representatives without needing to transfer the caller to another City division) and other service measures.
The City will use the data from the 311 calls and service requests to plan, forecast and budget for improved service delivery.
Facts and stats
- 311 Toronto is the largest end-to-end service integration system in North America.
- The 311 Knowledge Base holds 15,000 answers to a possible 13,800 questions.
- The Contact Centre is expecting to receive 48,000 calls per week when fully operational.
- Prior to the launch of 311, there were 251 inquiry lines in place to access City services at nine call centre operations at 26 locations.
- More than 100 highly trained customer service representatives now work from the new 311 Contact Centre.
- There are 100 workstations in the Contact Centre.
- IP Telephony or Voice over Internet Protocol (VOIP) technology is used in the Contact Centre.
- 311 staff will resolve 70 per cent of all calls at the first point of contact, reducing the number of calls transferred.
- Service can be provided in more than 180 languages using a telephone interpretation service; TTY service for hearing impaired is also available.