The City of Toronto’s Civic Innovation Office was formed in 2017 as an in-house accelerator, to  tackle complex city challenges, in collaboration with innovators inside and outside of City Hall.

As of January 1, 2020,  the Civic Innovation Office team and mandate has been transitioned to the newly formed Customer Experience Transformation and Innovation (CXi) program.

The CXi program was established in the fall of 2019 to unify the City's customer service initiatives and focus on improving and transforming the customer experience. The mandate of this team is to work with programs and technology to apply a more outside-in and collaborative approach to the design and delivery of services and outcomes across the City.