[{"text": "e", "start": 28.96, "end": 31.96}, {"text": "e", "start": 58.92, "end": 61.92}, {"text": "e", "start": 88.92, "end": 91.92}, {"text": "e e", "start": 118.84, "end": 122.88}, {"text": "me that we have Quorum so I'd like to Now call our meeting to order welcome everyone today's meeting is held is", "start": 155.92, "end": 163.04}, {"text": "being held by video conference and inperson at City Hall committee room number two the meeting is also being", "start": 163.04, "end": 169.08}, {"text": "live streamed online at youtube.com/ Toronto City Council live", "start": 169.08, "end": 175.08}, {"text": "although we may be meeting in different locations today the committee would like to acknowledge that the land we are meeting on is the traditional territory", "start": 175.08, "end": 181.84}, {"text": "of many nations including the Miss sagas of the credit the adnab the chipa the", "start": 181.84, "end": 187.519}, {"text": "hudon and the wendat peoples and is now home to many diverse First Nations Inuit", "start": 187.519, "end": 193.04}, {"text": "and matey people we also acknowledge that Toronto is covered by treaty 13 with the missas of the credit if you", "start": 193.04, "end": 200.12}, {"text": "registered to speak to uh excuse me if you're registered to speak at today's meeting please listen", "start": 200.12, "end": 206.799}, {"text": "for me to call your name I will call speakers in the order that they appear in the list the list of speakers can be", "start": 206.799, "end": 212.519}, {"text": "viewed online by visiting the service Excellence committee page at toronto.ca and clicking the speaker box", "start": 212.519, "end": 220.239}, {"text": "for today's meeting members the city clerk has provided all agenda materials on toronto.ca counil and on CMP the", "start": 220.239, "end": 228.879}, {"text": "clerk's meeting portal I also want to remind you to please submit and approve your motions by email staff are", "start": 228.879, "end": 235.239}, {"text": "available at SV EXC toronto.ca to help", "start": 235.239, "end": 240.519}, {"text": "with motions are there any Declarations of Interest under the municipal conflict of interest act if you do have an", "start": 240.519, "end": 246.76}, {"text": "interest please raise your hand and unmute your mic seeing none we will proceed may I", "start": 246.76, "end": 253.12}, {"text": "have a motion to confirm the minutes from our last meeting on September 6", "start": 253.12, "end": 259.079}, {"text": "2024 councilor Angley moves all those in favor any opposed that carries and we", "start": 259.16, "end": 264.8}, {"text": "can now begin our agenda our first item is SE 6.1 311", "start": 264.8, "end": 272.56}, {"text": "Toronto framework for reporting and dashboards update uh we do have a", "start": 272.56, "end": 278.759}, {"text": "speaker our second item is SE 6.2 exploring enhanced service partnership", "start": 278.759, "end": 285.8}, {"text": "opportunities for parking infraction reporting between customer experience Division and Toronto Police Service and", "start": 285.8, "end": 293.72}, {"text": "that will be held for a presentation SE 6.3 is list to Toronto", "start": 293.72, "end": 300.72}, {"text": "survey that will be held for a speaker and we have a presentation thank", "start": 300.72, "end": 306.84}, {"text": "you SE 6.4 is Parks forestry and Recreation urban forestry service", "start": 306.84, "end": 313.68}, {"text": "standards for treat maintenance and planting requests presentation uh that will be held for a", "start": 313.68, "end": 320.72}, {"text": "presentation the next item is SE 6.5 transportation services service Excellence that will be held for a", "start": 320.72, "end": 327.319}, {"text": "presentation and Mr clerk I think we have a new item and if you can just advise me or", "start": 327.319, "end": 333.88}, {"text": "put the motion up or whatever is required to add new NOP just a motion to", "start": 333.88, "end": 338.96}, {"text": "add new business all those in favor any opposed and that is car sorry what is", "start": 338.96, "end": 344.28}, {"text": "sorry Mr chair what is the new business do we have nothing yeah it's uh do we", "start": 344.28, "end": 349.479}, {"text": "have a title sorry I don't have a live view in", "start": 349.479, "end": 355.759}, {"text": "front of me just to see if it's up", "start": 355.759, "end": 360}, {"text": "I don't have anything on the screen yeah just stand by the clerk's just uh getting to", "start": 362.56, "end": 369.8}, {"text": "it it's a briefing note from staff uh which is a referral from SE 5.2 it's a", "start": 375.36, "end": 382.599}, {"text": "matter that we covered on the previous meeting I'm just getting handed a copy of it um this is from MLS and it is a", "start": 382.599, "end": 391.52}, {"text": "briefing note for members of council reviewing MLS and 311 customer service", "start": 391.52, "end": 396.599}, {"text": "delivery process and it just it goes back to the previous meeting", "start": 396.599, "end": 402.08}, {"text": "5.2 councelor perks yes sorry to be Troublesome uh I'm I don't have anything", "start": 402.599, "end": 411.599}, {"text": "I'm I've been trying to look on CMP and stuff and I just can't find any reference we'll just find", "start": 411.599, "end": 417.16}, {"text": "it just if I could finish if if it's a briefing for members of council I don't", "start": 417.16, "end": 423.199}, {"text": "understand why it has to come to committee is simply just sent around to members of council just bear with me for", "start": 423.199, "end": 428.44}, {"text": "a second I'll get some advice from the clerk thank you", "start": 428.44, "end": 434.28}, {"text": "sorry members I just need one more second here just to confirm", "start": 465.56, "end": 470.639}, {"text": "so members the clerk's advised it's a it's a briefing note from staff uh there was an indication there was a desire to", "start": 486.879, "end": 493.24}, {"text": "post it to the committee's agenda so that it was available to uh all members of council and to the public um an", "start": 493.24, "end": 501.159}, {"text": "alternate would be to simply just circulate it to to members of council uh but they have advised that this is an", "start": 501.159, "end": 508.159}, {"text": "orderly way to accept briefing note because it refers back to one of the previous items um there's no uh action", "start": 508.159, "end": 515.76}, {"text": "it's uh it will be us receiving the report for information and it has to be accepted by the committee in order to be", "start": 515.76, "end": 521.959}, {"text": "posted for you to see it fair enough thank you okay so we'll", "start": 521.959, "end": 529.64}, {"text": "add that item to the agenda all those in favor any oppose that's carried and the clerks will be able to put that up live", "start": 529.64, "end": 535.12}, {"text": "and we'll all have access to the information thank you uh okay so back up to the top of the agenda we are at se", "start": 535.12, "end": 543.959}, {"text": "6.1 uh which is the Toronto uh framer for reporting and dashboards", "start": 543.959, "end": 550.92}, {"text": "update all right our first speaker is ingred budet do we have in oh ing's", "start": 556.92, "end": 564.92}, {"text": "here welcome back to the service Excellence committee thank you", "start": 564.92, "end": 570.04}, {"text": "um we'll give you a moment to plug in the laptop and as soon as you're ready to begin please go right", "start": 570.04, "end": 575.56}, {"text": "ahead you have five minutes", "start": 575.56, "end": 580.12}, {"text": "quite [Laughter] well excellent well thank you so much my name is ingred Bay and I'm founder of no", "start": 600.48, "end": 606.959}, {"text": "more noise Toronto we are a Grassroots organization that is focusing on noises that wake us up keep us up and disturb", "start": 606.959, "end": 612.44}, {"text": "us day and night we take a data and process oriented approach to our activism and ADV advocacy and we are", "start": 612.44, "end": 617.959}, {"text": "thankful to be collaborating with City divisions and counselors to reduce noise pollution we have almost 1, 1600", "start": 617.959, "end": 623.519}, {"text": "subscribers to our noise news in the support of Foster and Fanta the Federation of North and South Toronto", "start": 623.519, "end": 628.6}, {"text": "residents associ associations so lots of people are impacted by noise um and 311", "start": 628.6, "end": 634.16}, {"text": "basically you guys are the front door to the city and I'm really thankful for this committee where we are looking at", "start": 634.16, "end": 639.279}, {"text": "how to make these processes better um this is where most people have most of their interactions with the city you are", "start": 639.279, "end": 644.6}, {"text": "the data collector and keeper of all who visit and you're the first step in protecting our health when it comes to", "start": 644.6, "end": 650.399}, {"text": "noise so I was really thankful to uh read the report and I know there was a", "start": 650.399, "end": 655.44}, {"text": "lot of talk about Salesforce but here you're looking at business intelligence and in-house system syst that's already", "start": 655.44, "end": 660.48}, {"text": "uh that's already here for your data consolidation analysis and Reporting um and the fact that it's already", "start": 660.48, "end": 666.079}, {"text": "integrated with Key Systems is great I just want to make sure that as it captures data for MLS that it that also", "start": 666.079, "end": 671.72}, {"text": "includes noise and animal services um and I also want to make sure that this also connects with the great", "start": 671.72, "end": 678.399}, {"text": "motion from councelor anley in September about um increased transparency regarding noise reporting um there's a", "start": 678.399, "end": 685.24}, {"text": "table that's out on um the open data portal but it's a table and it's it's frankly it's not very helpful so please", "start": 685.24, "end": 691.959}, {"text": "make maps and visualize the complaints by with a map by type and I'm wondering", "start": 691.959, "end": 697.32}, {"text": "if these dashboards that are going to be created for City councilors will be also available then for the public so I'm", "start": 697.32, "end": 704.24}, {"text": "imploring you to fix the intake for the noise reporting process um for motor vehicle noise it's completely broken and", "start": 704.24, "end": 710.36}, {"text": "I'm going to build another workflow for Amplified sound because it's problematic I think for both MLS and people um the", "start": 710.36, "end": 717.44}, {"text": "the user interface for on the cell phone is is terrible it's almost like it was designed that that somebody could walk", "start": 717.44, "end": 724}, {"text": "somebody else through it people give up um and as long as you have this as as", "start": 724, "end": 729.279}, {"text": "your processes um you won't have accurate data because people Bas frankly they give up in trying to report noise", "start": 729.279, "end": 736.36}, {"text": "especially moving vehicles but also Amplified sound so why people are unsatisfied they just feel that there's", "start": 736.36, "end": 742.8}, {"text": "no immediate action it's difficult the information that is required they do not", "start": 742.8, "end": 747.92}, {"text": "have there's delays um if there's noise at 1:00 on a Thursday morning then or Thursday", "start": 747.92, "end": 754.68}, {"text": "morning um it takes a while for MLS to come back and often they're only available until 2: in the afternoon or 2", "start": 754.68, "end": 760.88}, {"text": "in the morning and noise uh exemptions are allowed until 4: so there's just some fixes that need to happen here um", "start": 760.88, "end": 768.48}, {"text": "so I I'm hoping that we can look at talking about making separating the noise workflow from the others a lot of", "start": 768.48, "end": 774.519}, {"text": "the other um uh things that uh Municipal bylaws has to enforce our stationary", "start": 774.519, "end": 781.16}, {"text": "garbage cans and Christmas trees don't move but noise absolutely does and it shuts on and off so I think Amplified", "start": 781.16, "end": 786.839}, {"text": "sound and moving Vehicles needs to be separated out and also maybe a review of the priority action response when it", "start": 786.839, "end": 793.079}, {"text": "comes to noise um because when people are being impacted by noise it is um an", "start": 793.079, "end": 800.079}, {"text": "overwhelming response and it impacts our health it impacts our mental health and our physical health myself included so I", "start": 800.079, "end": 807.16}, {"text": "think we've made great progress in collecting all noise reports at all times we can now report leaf blowers during the day which is awesome um noise", "start": 807.16, "end": 814.399}, {"text": "is the most complex for MLS to enforce so I'm I'm hoping that some of my suggestions help them and I ask you to", "start": 814.399, "end": 821.48}, {"text": "work with the members of the public and no more noise to find Solutions involve Us in user testing and finally reduce", "start": 821.48, "end": 827.56}, {"text": "the number of noise reports I think that would help everyone and that can be achieved in a number of ways we can do area sound level monitoring where it's", "start": 827.56, "end": 834.72}, {"text": "not up to the person who is impacted by Amplified sound um it is just simply", "start": 834.72, "end": 840.24}, {"text": "something that's monitored on the streets and reported back to MLS through dashboards so I recommend that there's", "start": 840.24, "end": 845.759}, {"text": "also some technology um investment so finally managing noise it supports", "start": 845.759, "end": 851.04}, {"text": "Toronto Public Health it supports transform to it supports Cafe to the night economy um the statement of", "start": 851.04, "end": 857.279}, {"text": "commitment to accessibility if you are blind um the noise in our city is um extremely difficult to navigate and the", "start": 857.279, "end": 864.68}, {"text": "streetscape Improvement program and many others noise touches many different um as aspects of how to make a good city so", "start": 864.68, "end": 870.959}, {"text": "finally let's create a better Toronto by reducing noise thank you thank you are there any questions of the speaker just", "start": 870.959, "end": 877.92}, {"text": "give me a moment for the uh screen to turn", "start": 877.92, "end": 882.04}, {"text": "over I'll just check with my colleagues again because I can see you now are there any questions of the", "start": 890.279, "end": 895.68}, {"text": "speaker I seeing none thank you for joining us thank you s I have a question oh um councelor Chang if I can get you", "start": 895.68, "end": 902.079}, {"text": "to put on your camera would be great uh CU I can't see you but go ahead that's", "start": 902.079, "end": 907.32}, {"text": "very strange my camera is on and I can see it on my WebEx but not sure what's happening um so I", "start": 907.32, "end": 915.32}, {"text": "just want to thank uh Miss budday for coming and being a passionate advocate for a city I wonder if you could speak", "start": 915.32, "end": 922.24}, {"text": "uh just more about the collect all noise reports all the time is one of your", "start": 922.24, "end": 927.8}, {"text": "suggestions yeah yeah um you need to have a complete data set to understand Trends and um and what has happened in", "start": 927.8, "end": 934.72}, {"text": "the past and what's what is how that is changing and I know that there's another", "start": 934.72, "end": 940.079}, {"text": "agenda item called listening to Toronto and that's about collecting Baseline measurements and so this is where for", "start": 940.079, "end": 946.759}, {"text": "example um leaf blowers have been annoying people for a long time um but they weren't able to report it during", "start": 946.759, "end": 953.079}, {"text": "the day and so that's where through advocacy and um and other people speaking up it's now we are now able to", "start": 953.079, "end": 959.72}, {"text": "collect those um data points so that we can understand what it is today and then", "start": 959.72, "end": 965.8}, {"text": "is it getting worse or not frankly because people were are now working from home more I think they were at the", "start": 965.8, "end": 972.24}, {"text": "office when the leaf blowers all came by on mass and now they're home and so this is making for a different work", "start": 972.24, "end": 978.839}, {"text": "environment and also a different home environment and it's impacting people that way um also um there's other", "start": 978.839, "end": 986.48}, {"text": "non-enforceable events that I think we need to also um collect the data on", "start": 986.48, "end": 992.24}, {"text": "otherwise we won't know if it's getting worse or getting better in my ward there's a a noise", "start": 992.24, "end": 999.199}, {"text": "that's being emitted by some Machinery on top of a condo and there have been", "start": 999.199, "end": 1004.88}, {"text": "people who have tried to report it but because it's under investigation and in", "start": 1004.88, "end": 1011.839}, {"text": "in like I guess in the summer it was deemed didn't meet a threshold so they stopped accepting reports about it so um", "start": 1011.839, "end": 1020.44}, {"text": "would that be a situation that you think would apply to the suggestion that they shouldn't just shut down the reporting", "start": 1020.44, "end": 1027.319}, {"text": "if people still find it is uh bothersome and affecting their sleep that they should still be allowed to register that", "start": 1027.319, "end": 1034.48}, {"text": "complaint thank you for that question and yes I do um you know it's", "start": 1034.48, "end": 1041.16}, {"text": "um if something has been if if something is undergoing investigation and if", "start": 1041.16, "end": 1046.199}, {"text": "people are still being impacted by it how will we know if the service level", "start": 1046.199, "end": 1052.24}, {"text": "standards are being met how will we know if there's been any Improvement how will", "start": 1052.24, "end": 1057.48}, {"text": "how will the city how will sorry let me let me rephrase that how will residents learn to trust the city if the city", "start": 1057.48, "end": 1063.84}, {"text": "isn't listening and so that's one of my biggest things is when I ask people why haven't you done noise reports or what", "start": 1063.84, "end": 1069.48}, {"text": "have been the complications um it's that there is no response is that they the the reports", "start": 1069.48, "end": 1075.559}, {"text": "can fall into a vacuum and they don't have proper closure and so they feel that they're not being", "start": 1075.559, "end": 1080.679}, {"text": "heard and so not being able to make a noise report is then not being heard", "start": 1080.679, "end": 1086.36}, {"text": "basically so I do think that especially in those extenuating circumstances like what you have in your ward um that", "start": 1086.36, "end": 1092.44}, {"text": "should be kept open and then people can and that's where sound level monitoring could help because if that is just", "start": 1092.44, "end": 1098.88}, {"text": "passively in the area then MLS can look and go oh well here was here is when somebody called in what do we what do", "start": 1098.88, "end": 1106.48}, {"text": "the sound level measurements say and measure in DBA and DBC because often um", "start": 1106.48, "end": 1112.559}, {"text": "it it shows up in DBC but it doesn't show up in", "start": 1112.559, "end": 1117.519}, {"text": "DBA thank you uh also you know we know that one of the complexities of noise", "start": 1117.96, "end": 1124.159}, {"text": "enforcement is between police and MLS because of that", "start": 1124.159, "end": 1129.52}, {"text": "jurisdictional uh police cannot stop moving vehicles but often the noisy cars", "start": 1129.52, "end": 1135.24}, {"text": "are moving so MLS doesn't respond to those so I wonder you know we see we", "start": 1135.24, "end": 1141.84}, {"text": "have the something about the coordination between parking uh in terms", "start": 1141.84, "end": 1147.12}, {"text": "of police do you think that there's a method that we could strengthen how the", "start": 1147.12, "end": 1153.2}, {"text": "two divisions work together on noise enforcement I'm really looking forward", "start": 1153.2, "end": 1158.76}, {"text": "to that presentation because when I saw that agenda item I was curious about how that's going to be and I think that", "start": 1158.76, "end": 1163.799}, {"text": "that's what we need to do is we need to collaborate and work together across these divisions um I know that this is", "start": 1163.799, "end": 1170.32}, {"text": "also one of the other things we're collecting all noise reports all the time MLS opened up that they will now C", "start": 1170.32, "end": 1176.24}, {"text": "you can now report a moving vehicle um and so there is a drop- down menu for", "start": 1176.24, "end": 1181.52}, {"text": "that but how does that information get transferred to the police how often how frequently H how does that process work", "start": 1181.52, "end": 1188.32}, {"text": "and I'm unclear on that um so I just think that there needs to be more collaboration absolutely and what that", "start": 1188.32, "end": 1194.72}, {"text": "looks like we can determine together but um we need to between moving Vehicles is", "start": 1194.72, "end": 1199.799}, {"text": "my members number one complaint um it hits everybody it's transient and really", "start": 1199.799, "end": 1206.44}, {"text": "hard to enforce and so again that's where I think technology is something that can help us", "start": 1206.44, "end": 1212.039}, {"text": "all great thank you so much for answering my questions thank you councelor Chang thanks councelor Chang are there", "start": 1212.039, "end": 1219.159}, {"text": "any other questions seeing none thank you for joining us today thank you and councelor", "start": 1219.159, "end": 1224.96}, {"text": "Chang I'll let you know your camera is working now there's a little bit of a time delay from one screen to the other", "start": 1224.96, "end": 1230.12}, {"text": "so uh thank you for speaking up and I'll let my colleagues know if I need to catch my attention don't be shy uh", "start": 1230.12, "end": 1237.28}, {"text": "because I won't always be able to see you because of the screen um okay uh that was our one speaker correct Mr Mr", "start": 1237.28, "end": 1244.64}, {"text": "clerk all right so the questions of", "start": 1244.64, "end": 1248.64}, {"text": "Staff seeing none I will um I will ask one briefly I don't think", "start": 1250.84, "end": 1256.84}, {"text": "it's a very long set of questions time myself so the the heart of the", "start": 1256.84, "end": 1262.6}, {"text": "report talks a little bit about um the service dashboard that we have as", "start": 1262.6, "end": 1268}, {"text": "counselors and I wondered if you could just comment a little bit about where the information comes from and what kind", "start": 1268, "end": 1274.559}, {"text": "of information we see because I'm pretty sure uh that you although we're very", "start": 1274.559, "end": 1280.12}, {"text": "lucky to have some of these business intelligence reporting tools uh we don't have all of the view that a staff member", "start": 1280.12, "end": 1287.4}, {"text": "of the Toronto Public Service would have and in particular in the divisions and I", "start": 1287.4, "end": 1292.559}, {"text": "wondered if you could confirm that and for those members of the public listening so they understand uh what's at the heart of the information that we", "start": 1292.559, "end": 1299.039}, {"text": "have um referen to in this report um through the chair so it the", "start": 1299.039, "end": 1307.52}, {"text": "data is a combination of information coming from our 311 system as well as", "start": 1307.52, "end": 1314.159}, {"text": "our um backend systems that are used by the divisions really focused around the", "start": 1314.159, "end": 1320.48}, {"text": "service requests um and how we provide uh like the service levels around those", "start": 1320.48, "end": 1326.36}, {"text": "so for the most part the data um is available to you if there's anything that's missing then we would work with", "start": 1326.36, "end": 1332.559}, {"text": "the counselor offices to understand what additional information would be needed thank you and and just in terms", "start": 1332.559, "end": 1340.279}, {"text": "of the tool itself um does 311 have some flexibility to rethink or reinvent how", "start": 1340.279, "end": 1347.64}, {"text": "the information is presented uh so that we can think through the work that we do as counselors and you know it it it", "start": 1347.64, "end": 1355.12}, {"text": "always takes time and effort to to make new reports and so on but there is some flexibility this is not set in stone the", "start": 1355.12, "end": 1361.96}, {"text": "way that it presents the information to us uh yes through the chair absolutely we do have that ability and as we start", "start": 1361.96, "end": 1368.279}, {"text": "to roll out and we work with the counselor offices to deploy the use of bi we will be collecting that feedback", "start": 1368.279, "end": 1374.64}, {"text": "counselor and can use that feedback to make enhancements as we move forward so you're okay if I ask you for", "start": 1374.64, "end": 1381.48}, {"text": "that yes well we need to work with you depending on what you ask for all right and the final one is how fresh is the", "start": 1381.48, "end": 1387.36}, {"text": "information are we looking back last year or do we have a fairly intuitive or or fresh view into", "start": 1387.36, "end": 1395.919}, {"text": "what's happening at customer experience division um so the data is refreshed", "start": 1395.919, "end": 1401.919}, {"text": "quite frequently we can get the exact details of that but we do go back several years um and we do collect on a", "start": 1401.919, "end": 1408.12}, {"text": "regular basis at regular intervals I guess the point I'm making it's fresh enough that we can see evolving Trends", "start": 1408.12, "end": 1414.96}, {"text": "you know as we move into fall and into winter the type of things that interest people change and we can see that I", "start": 1414.96, "end": 1422.039}, {"text": "think is is uh is what I can see through this tool right yes you're absolutely right great thank you those were all my", "start": 1422.039, "end": 1428.52}, {"text": "questions did uh did any other members have a question yeah I have a questions Mr", "start": 1428.52, "end": 1434.279}, {"text": "chair Council Ry please go ahead yeah thank you I was just wondering um has", "start": 1434.279, "end": 1439.36}, {"text": "the dashboards have they been presented to councilor's constituency office staff", "start": 1439.36, "end": 1444.6}, {"text": "for their perspective on them um so through the chair uh not all", "start": 1444.6, "end": 1453.64}, {"text": "offices there are currently about nine that do have access to the um existing", "start": 1453.64, "end": 1460.52}, {"text": "bi reports but as we start to roll out that is some of the feedback um that we", "start": 1460.52, "end": 1465.919}, {"text": "we will work with the counselor offices to do that okay but are they seeing them like for", "start": 1465.919, "end": 1473.2}, {"text": "example my constituency office stop are they seeing them before this rolls out for their perspective if there's", "start": 1473.2, "end": 1479.36}, {"text": "anything that they see that could be better or work better from their perspective I think they're the ones", "start": 1479.36, "end": 1485.799}, {"text": "that'll be using it the most uh through the chair yes and again for those", "start": 1485.799, "end": 1491.24}, {"text": "offices that do already have access they would be able to provide that feedback to us now um for any offices that do not", "start": 1491.24, "end": 1498.64}, {"text": "have access as we roll this out there will absolutely be that um opportunity to provide us", "start": 1498.64, "end": 1505.159}, {"text": "feedback okay but this wasn't done ahead of time uh no not", "start": 1505.159, "end": 1512.919}, {"text": "directly okay all right and then the other um Mr chair the other outstanding issue around these", "start": 1512.96, "end": 1519.52}, {"text": "dashboards um we're still waiting on I guess Park forestry and Recreation to be", "start": 1519.52, "end": 1527.2}, {"text": "connected into the 311 system properly it's my", "start": 1527.2, "end": 1533.158}, {"text": "understanding go Ahad uh through the chair that is correct we are currently working on that integration with", "start": 1534.2, "end": 1540.84}, {"text": "Parks okay and what's the timeline on that uh so through the chair still to be", "start": 1540.84, "end": 1547.08}, {"text": "confirmed um but we are looking at sometime within the next I would say between Q2 and Q3 of", "start": 1547.08, "end": 1554.32}, {"text": "2025 okay and then um for complaints for or I'll say graffiti or issues with um", "start": 1554.32, "end": 1562.88}, {"text": "utility boxes that are outside of the realm of the city of Toronto for b or Rogers does that get captured in these", "start": 1562.88, "end": 1571.88}, {"text": "dashboards uh through the chair not at the moment we do not have information around external", "start": 1573.559, "end": 1580.72}, {"text": "assets sorry who doesn't have the 311 doesn't have the information or so while we make collect a service", "start": 1581.84, "end": 1589.559}, {"text": "request I believe what's missing is the information that this particular box", "start": 1589.559, "end": 1595.279}, {"text": "belongs to an external company okay isn't that something we", "start": 1595.279, "end": 1601.24}, {"text": "should be capturing because it does take up you know I know my staff for example spend quite a bit of time trying to", "start": 1601.24, "end": 1608.52}, {"text": "figure out if there's graffiti on utility boxes whether that's a city or a", "start": 1608.52, "end": 1613.6}, {"text": "Rogers or a bell or whoever and you know I thought the concept behind these", "start": 1613.6, "end": 1619.399}, {"text": "dashboards is also to figure out you know how much time different things are taking up for our staff to", "start": 1619.399, "end": 1628}, {"text": "complete uh through the chair so yes we can collect that information um but", "start": 1628, "end": 1633.159}, {"text": "Council I think we need to understand what we would do with that information how we report it back so that is something that we can take", "start": 1633.159, "end": 1640.96}, {"text": "back oh do you need a motion for that or one's coming we just give it to you his", "start": 1640.96, "end": 1646.6}, {"text": "Direction um through the chair I would say no we", "start": 1646.6, "end": 1652.679}, {"text": "can take that back and work with the the counselor's office um to make sure that we're providing you with the information", "start": 1652.679, "end": 1658.72}, {"text": "that you're looking for but okay all right thank you thank you", "start": 1658.72, "end": 1663.76}, {"text": "Mr chair thanks councelor anley I I am going to bring a motion just about enhancement um so I I think the staff", "start": 1663.76, "end": 1670.64}, {"text": "are nodding that they've taken the feedback as well here uh with that are there any other", "start": 1670.64, "end": 1677.12}, {"text": "questions seeing none members wishing to speak seeing none I'll uh speak very", "start": 1677.12, "end": 1684.2}, {"text": "briefly Mr chair uh go ahead councelor anley yeah I'll just just you know quite briefly I just want to thanks for all of", "start": 1684.2, "end": 1690.519}, {"text": "their staff all of the staff for the work on the dashboards um it's something that's uh been a long time coming um you", "start": 1690.519, "end": 1698.279}, {"text": "know based on my earlier comments I would like to see ensure that our constituency offices do have the", "start": 1698.279, "end": 1704.799}, {"text": "opportunity to provide input on any um enhancements because I think our constituency staff are the ones that are", "start": 1704.799, "end": 1712.44}, {"text": "going to be the most active or involved in using these dashboards um and I'm", "start": 1712.44, "end": 1718.36}, {"text": "just you know I'm still a little frustrated Parks forestry and Recreation you know when I'm out I'm out my ward", "start": 1718.36, "end": 1723.799}, {"text": "you know we're still operating on two tiers of 311 and you know if you send", "start": 1723.799, "end": 1729.559}, {"text": "somebody into if somebody goes into a park and they have an issue with a playground um equipment being broken you", "start": 1729.559, "end": 1737.76}, {"text": "know picnic tables or park benches damaged there's no real opportunity within the", "start": 1737.76, "end": 1743.48}, {"text": "311 system to get these issues addressed and often I hear from residents you know we tell them to be using 311 and then", "start": 1743.48, "end": 1751.08}, {"text": "they go into a park and they have those issues um so you know I know staff have", "start": 1751.08, "end": 1756.12}, {"text": "uh goals to get the parks Forest room and Recreation into 311 but um you know", "start": 1756.12, "end": 1762.12}, {"text": "I I hope that's being Advanced as quickly as possible thank you thanks counselor any other", "start": 1762.12, "end": 1768.919}, {"text": "counselors wishing to speak see none uh I'll speak very briefly uh Mr cler could you show the", "start": 1768.919, "end": 1776.08}, {"text": "motion that that I have uh members it's a very simple", "start": 1776.08, "end": 1781.559}, {"text": "motion I'm placing is just asking uh the um customer experience division to look", "start": 1781.559, "end": 1787.679}, {"text": "at extending access and training uh to all of the offices of the mayor and counselors for the business intelligent", "start": 1787.679, "end": 1793.88}, {"text": "tool and to talk to the offices about uh modifications in and enhancements", "start": 1793.88, "end": 1799.2}, {"text": "presumably after they had a chance to use it a little bit uh and then let us know how it's going in", "start": 1799.2, "end": 1805.12}, {"text": "2025 uh and members I just very briefly comment I thank very much uh the Toronto", "start": 1805.12, "end": 1810.44}, {"text": "public service and all those that contribute to the business intelligence tool um we don't as counselors have the", "start": 1810.44, "end": 1817.76}, {"text": "same view into the inner workings of the 311 supporting system as a member of", "start": 1817.76, "end": 1823.72}, {"text": "Staff does and uh I understand that you know we we are here to make Council decisions we are here to help with", "start": 1823.72, "end": 1831.159}, {"text": "service issues with our constituents but having tools like this do offer us really good insights and I'm", "start": 1831.159, "end": 1838.64}, {"text": "looking at a live view of it right now on my screen in front of me because I can and you know it tells me right now", "start": 1838.64, "end": 1844.76}, {"text": "in Toronto that the number one uh service request is uh is Property Standards follow very closely it should", "start": 1844.76, "end": 1851.48}, {"text": "be no surprise about uh repairing or replacing residential garbage bin lids", "start": 1851.48, "end": 1857.039}, {"text": "and then the Third gain should not be a surprise and that is um dealing with Wildlife cavers on the road and that's", "start": 1857.039, "end": 1863.639}, {"text": "because we're in the fall season and I know that these top service requests move around throughout the year because", "start": 1863.639, "end": 1868.96}, {"text": "of the seasonality of these type of occurrences uh but there's lots of other", "start": 1868.96, "end": 1874.519}, {"text": "views and you can look at things at a city-wide view or an area specific View and you can see how things change you", "start": 1874.519, "end": 1881.639}, {"text": "can see where the workload goes and I find that personally very very helpful", "start": 1881.639, "end": 1886.76}, {"text": "and I think this is an incredible tool to help us as counselors so um I do want", "start": 1886.76, "end": 1892.519}, {"text": "to express my appreciation to the team that puts this together every day um the", "start": 1892.519, "end": 1898.279}, {"text": "the data is is is quite fresh and quite valuable and I encourage uh all members", "start": 1898.279, "end": 1905.519}, {"text": "of council to make use of these tools including the constituency office staff as well uh so hopefully my motion is", "start": 1905.519, "end": 1912}, {"text": "helpful and constructive I know they're working on it anyways but I wanted to underscore that uh and and put that", "start": 1912, "end": 1918.519}, {"text": "before you as a committee uh so on that if there's there any other speakers seeing none all those in favor of the", "start": 1918.519, "end": 1926.32}, {"text": "amendment that carries clerk advises that it's item is", "start": 1926.32, "end": 1934.039}, {"text": "AD as amended all those in favor any opposed that carries thank you uh we", "start": 1934.039, "end": 1940.44}, {"text": "will go now to the second item which is SE 6.2 exploring enhanced service", "start": 1940.44, "end": 1946.96}, {"text": "partnership opportun unities for parking infraction reporting between customer service experience Division and Toronto", "start": 1946.96, "end": 1954.159}, {"text": "Police Service and uh we have a presentation today we have guests to the committee um from the Toronto Police", "start": 1954.159, "end": 1961.399}, {"text": "Service", "start": 1961.399, "end": 1964.399}, {"text": "welcome to the committee hello chair thank you for having us um we just wanted to take an opportunity to present", "start": 2003.559, "end": 2009.84}, {"text": "uh what we're working through for online reporting of parking complaints where we're at right now and where we're going", "start": 2009.84, "end": 2015.279}, {"text": "as a Toronto police service so as a quick introduction last June we launched the first phase of our", "start": 2015.279, "end": 2022.08}, {"text": "online reporting and platform transformation the goal of which is to improve the user experience the user", "start": 2022.08, "end": 2027.96}, {"text": "interface and look at it as a service uh rather than as an individual piece of technology which helps us report online", "start": 2027.96, "end": 2034.88}, {"text": "streamline information and reduce calls ultimately to non-emergency phone numbers it's really working through", "start": 2034.88, "end": 2040.519}, {"text": "diverting services online where possible for non-emergency calls specifically parking", "start": 2040.519, "end": 2047.84}, {"text": "complaints so what that first phase currently looks like or our second phase actually is by highlighting a guided", "start": 2047.919, "end": 2054.158}, {"text": "user entry so letting a user see where they're at in a process when they're submitting a parking complaint having an", "start": 2054.159, "end": 2060.398}, {"text": "intuitive address entry so emulating experiences that someone would see from perhaps Canada Post or Amazon so", "start": 2060.399, "end": 2067.28}, {"text": "building that familiarity um and consistency across applications um", "start": 2067.28, "end": 2072.638}, {"text": "keeping reports in very plain language so previous iterations of our parking complaints application had very", "start": 2072.639, "end": 2078.76}, {"text": "technical Toronto police language we tried to make that language more simpler easier to understand and being able to", "start": 2078.76, "end": 2085.599}, {"text": "direct people if they don't live in Toronto and would like to report a parking complaint where can they go so a", "start": 2085.599, "end": 2091.2}, {"text": "better customer service overall in the reporting and then in the notification space I'm being able to add mult", "start": 2091.2, "end": 2097.68}, {"text": "multiple email addresses or multiple phone numbers so that more than one person could receive an email address so", "start": 2097.68, "end": 2104.8}, {"text": "for example if you are working at a condominium and you are security guard and is the end of your shift being able", "start": 2104.8, "end": 2110.88}, {"text": "to provide an email address for the person who would be filling in for you um we also have a mobile responsive and", "start": 2110.88, "end": 2116.68}, {"text": "accessible design and opt-in", "start": 2116.68, "end": 2121}, {"text": "notifications once you've filed your complaint what we've also introduced and this is new um viewing your complaint", "start": 2122.16, "end": 2128.76}, {"text": "online so once it's submitted online being able to enter your event number so your reference number and your primary", "start": 2128.76, "end": 2135.04}, {"text": "email address and being able to view all of the information that you've submitted the screen on the right shows an example", "start": 2135.04, "end": 2141.32}, {"text": "of that um also with a status update is this complaint active has it been resolved um so you know exactly where", "start": 2141.32, "end": 2148.48}, {"text": "your complaint is um an event number for reference in case you did need to call or receive followup and then the details", "start": 2148.48, "end": 2155.28}, {"text": "of your complaint so what that looks like and what we've", "start": 2155.28, "end": 2160.8}, {"text": "seen in the year following the release compared to the year previous to release", "start": 2160.8, "end": 2165.839}, {"text": "over since June 2023 um our total reports for parking infractions have increased our online reports have", "start": 2165.839, "end": 2173.079}, {"text": "increased and our phone calls per week on average have decreased in the year after parking complaints so what we see", "start": 2173.079, "end": 2179.119}, {"text": "here is a correlation between improving the user experience and a reduction in phone calls and diversion online another", "start": 2179.119, "end": 2186.76}, {"text": "feature that we've allowed is an ability to cancel your complaint online which was relatively new again started last", "start": 2186.76, "end": 2192.8}, {"text": "June instead for all sorry for all complaints filled in online you're able", "start": 2192.8, "end": 2197.96}, {"text": "to request to cancel that complaint so again diverting those calls from someone having to call to cancel the complaint", "start": 2197.96, "end": 2203.76}, {"text": "being able to do that online but we know this parking complaint solution isn't perfect and", "start": 2203.76, "end": 2209.319}, {"text": "like most applications we continue to iterate receive user feedback and apply that to what future State could look", "start": 2209.319, "end": 2215.359}, {"text": "like and we are working through another iteration of parking complaints the", "start": 2215.359, "end": 2220.44}, {"text": "primary feature here is the ability to report in different languages we recognize Toronto's diversity um and", "start": 2220.44, "end": 2226.76}, {"text": "different language and abilities so we want to be able to cater to that and Reporting in different languages is one", "start": 2226.76, "end": 2232.4}, {"text": "of those features as well as letting a user know what they can expect from a Next Step so what can you expect if you", "start": 2232.4, "end": 2238.68}, {"text": "want to report a complaint that is on private property versus what can you expect if it is overtime parked on the", "start": 2238.68, "end": 2244.4}, {"text": "street all night um being able to tailor that message so the user can see what's next and then an adherence to a design", "start": 2244.4, "end": 2251.52}, {"text": "system in standardized online reporting experience parking complaints is one of our many applications that we can report", "start": 2251.52, "end": 2258.599}, {"text": "online so by having a consistent look feel experience through um whether", "start": 2258.599, "end": 2264.24}, {"text": "you're reporting a parking complaint or whe whether you're reporting a theft you'll have a similar type of online", "start": 2264.24, "end": 2269.359}, {"text": "reporting experience thank", "start": 2269.359, "end": 2274.76}, {"text": "you thank you um are there uh bear with me for a", "start": 2274.76, "end": 2280.24}, {"text": "moment as this screen turns over so I can see my", "start": 2280.24, "end": 2286.599}, {"text": "colleagues um I'll ask my colleagues are questions of Staff councelor", "start": 2298.4, "end": 2304.88}, {"text": "changen thank you and thank you for this presentation it's great to see the increase uptake of the online portal I", "start": 2305.24, "end": 2312.72}, {"text": "think it's very helpful um I'm just looking at the portal right now and I'm", "start": 2312.72, "end": 2318.48}, {"text": "wondering which category is it if somebody is parked where parking is not", "start": 2318.48, "end": 2324.76}, {"text": "allowed so I see private property as an option outside of permitted time block", "start": 2324.76, "end": 2332.28}, {"text": "driveway block laneway fire route is blocked uh parked without license play", "start": 2332.28, "end": 2338.2}, {"text": "accessible parking without a permit and bike lane being blocked and I guess I'm", "start": 2338.2, "end": 2345.04}, {"text": "just trying to figure out which one I would choose if someone is simply parking where parking is not allowed is", "start": 2345.04, "end": 2352.64}, {"text": "it out outside of the time uh through the chair it would", "start": 2352.64, "end": 2358.48}, {"text": "depend I can uh refer to my colleague maybe from parking enforcement to answer that question", "start": 2358.48, "end": 2365.4}, {"text": "uh currently they would be using that area and there is a text section where", "start": 2379.839, "end": 2385.2}, {"text": "the person can add comments so I do agree that um there is some clarification in the uh portal for that", "start": 2385.2, "end": 2392.64}, {"text": "um so there's a a text box that people will write some of their concerns in a", "start": 2392.64, "end": 2397.68}, {"text": "lot of the times um that concern will um end up in the text box and then we're", "start": 2397.68, "end": 2402.72}, {"text": "sorting it out so that's something that can be further clarified um overtime overtime parking represents a large", "start": 2402.72, "end": 2409.8}, {"text": "percentage of our um right on on row defenses a very large", "start": 2409.8, "end": 2415.04}, {"text": "percentage right right okay so potentially another category might be", "start": 2415.04, "end": 2420.24}, {"text": "added to just for illegal parking or more clarity on that in this specific", "start": 2420.24, "end": 2428.96}, {"text": "category yeah we have uh so many different on street of fences it could be qu be quite large so I do agree that", "start": 2428.96, "end": 2437.119}, {"text": "there's another category but I think it would be as you said um onroad a fence", "start": 2437.119, "end": 2442.92}, {"text": "something very um generic um and then the overtime parking because", "start": 2442.92, "end": 2449.72}, {"text": "overtime parking takes up quite a bit of our time um so separating the two issues", "start": 2449.72, "end": 2455.64}, {"text": "one's a a quick stop shop where you know we come we enforce very quickly whereas time defenses multiple revisits chalking", "start": 2455.64, "end": 2464.2}, {"text": "what have you so I do agree that we probably need an extra button on that councelor if I may add to that question", "start": 2464.2, "end": 2470.92}, {"text": "as well or to that answer as well um on the website for TPS online reporting for parking there's a section that also says", "start": 2470.92, "end": 2477.64}, {"text": "other parking complaints and we've used that as a catchall since we're not able to catch every single type of instance", "start": 2477.64, "end": 2483.599}, {"text": "so there is an ability through that but we are further looking at how to green line that process of reporting and how", "start": 2483.599, "end": 2489.76}, {"text": "to clarify that and we will involve communities in testing for that as well", "start": 2489.76, "end": 2495.119}, {"text": "great uh and you know what I'm hearing from you it's a continuous Learning Journey so I think it'll be just great", "start": 2495.119, "end": 2501.68}, {"text": "to see the evolution of this um because I do believe it's an important tool so", "start": 2501.68, "end": 2507.76}, {"text": "um just want to pull back to the previous conversation that was had here about noise enforcement because that's", "start": 2507.76, "end": 2514.68}, {"text": "another area where City and and uh TPS has to work together but just", "start": 2514.68, "end": 2521.8}, {"text": "wondering uh from a data and Reporting perspective do you think that this", "start": 2521.8, "end": 2527.88}, {"text": "similar uh pathway could be emulated for noise enforcement or would it be more", "start": 2527.88, "end": 2535.119}, {"text": "challenging because MLS does do some sound uh noise enforcement whereas", "start": 2535.119, "end": 2541.2}, {"text": "parking is primarily done by TPS", "start": 2541.2, "end": 2546.44}, {"text": "uh through the chair I mean it's certainly something we can explore uh albe it uh you know it's it", "start": 2552, "end": 2559.72}, {"text": "would be a new initiative but certainly Point well", "start": 2559.72, "end": 2565.64}, {"text": "taken because as you heard from the deputed it's very hard for people to", "start": 2566.44, "end": 2571.52}, {"text": "track sometimes what what's happened to their reporting or how data about noise", "start": 2571.52, "end": 2579}, {"text": "complaints is shared between TPS and the City of Toronto because 311 does take uh", "start": 2579, "end": 2586.119}, {"text": "noise complaints but I believe so does the non-emergency line so there's an", "start": 2586.119, "end": 2591.44}, {"text": "overlap in Pathways and maybe it's not clear how data is shared maybe someone", "start": 2591.44, "end": 2597.2}, {"text": "can speak to that", "start": 2597.2, "end": 2601.2}, {"text": "if not we can take the conversation offline it's okay coun Chang would just give them a moment because there's a", "start": 2611.72, "end": 2617}, {"text": "team here they're just working with each other I can't see on my screen I can't see fair enough and that was your last", "start": 2617, "end": 2622.76}, {"text": "question but we'll get we'll get an answer sorry through through the chair we have uh one of our communication", "start": 2622.76, "end": 2628.24}, {"text": "supervisors here that can help clarify how uh that information is passed on and", "start": 2628.24, "end": 2635.16}, {"text": "when good morning it's Marin and assist manager of JAL police communication support in relation to noise complaints", "start": 2635.16, "end": 2641.96}, {"text": "there's a little bit of a line that we need to look at and whether there's potentially criminality the number of", "start": 2641.96, "end": 2647.16}, {"text": "people on scene whether there's any danger so it can be a difference between a 311 response or potentially a police", "start": 2647.16, "end": 2654.64}, {"text": "response if we feel there may be a safety issue on arrival we are currently working on upgrading our core portal", "start": 2654.64, "end": 2661.44}, {"text": "which is other online reports separate from parking and I think in the future for some types of noise complaints the", "start": 2661.44, "end": 2669.319}, {"text": "core portal may be a better application versus the parking portal and that would", "start": 2669.319, "end": 2674.68}, {"text": "allow for ongoing noise uh some of the items that were mentioned earlier leaf", "start": 2674.68, "end": 2679.8}, {"text": "blowers that sort of thing if it's a party that really should be a call into our communication", "start": 2679.8, "end": 2686.72}, {"text": "Center thank you so much for your answers thank you are there other questions from the committee", "start": 2686.72, "end": 2694.359}, {"text": "members seeing n I've got a couple myself just just to go over this just to make sure I've got it", "start": 2695.44, "end": 2701.24}, {"text": "clear so the tonal police has uh there's there's 911 everyone knows that there's", "start": 2701.24, "end": 2707.24}, {"text": "a non-emergency number which has been around for a long time that somebody would call a complaint into I imagine", "start": 2707.24, "end": 2713.88}, {"text": "some people call parking complaints into there what happens to the call if you call into 911 then it's the", "start": 2713.88, "end": 2721.48}, {"text": "same person answering the call as it would be non-emergency obviously 911 takes priority within our Que", "start": 2721.48, "end": 2727.559}, {"text": "so once you've moved through all 911 calls you start getting into the non-emergency lines okay if somebody", "start": 2727.559, "end": 2732.8}, {"text": "does call 911 for a parking complaint we do recommend that they call", "start": 2732.8, "end": 2738}, {"text": "the non-emergency number but we do take into consider consideration customer service if it's somebody who we don't", "start": 2738, "end": 2744.52}, {"text": "think might get through or may struggle with the number or could not report online which we would like them to then", "start": 2744.52, "end": 2752.079}, {"text": "we would take their call right if they call the non-emergency number to report a parking complaint do you still process", "start": 2752.079, "end": 2759.4}, {"text": "the call or do they get transferred to another desk no absolutely we take that call as well we enter the call into the", "start": 2759.4, "end": 2765.64}, {"text": "system now Toronto police has you mentioned it before I think you called it the core reporting portal yes and I", "start": 2765.64, "end": 2772.359}, {"text": "know I've seen that and I've worked with constituents on that so that is the catchall just like 311 has you don't", "start": 2772.359, "end": 2778.359}, {"text": "have to phone anymore you can go directly online and enter a complaint", "start": 2778.359, "end": 2783.64}, {"text": "and then the parking portal seems to be very similar to the that but is specific to parking that's correct so the parking", "start": 2783.64, "end": 2790.68}, {"text": "portal is specific to parking and is vetted through the parking dispatcher the core portal goes to our online", "start": 2790.68, "end": 2797.599}, {"text": "reporting which is the prime officers who would do online reports for items like theft or your car was broken into", "start": 2797.599, "end": 2804.4}, {"text": "overnight and there's no suspects no information now I know the core portal is watched even by the local divisions", "start": 2804.4, "end": 2811.8}, {"text": "because they're understanding the type of things that are happening and they develop their enforcement plans", "start": 2811.8, "end": 2817.64}, {"text": "is is parking enforcement looking at the information that's flowing in from the", "start": 2817.64, "end": 2823.64}, {"text": "parking enforcement portal to help sculpt what you do in the weeks and months going ahead to make sure that", "start": 2823.64, "end": 2830}, {"text": "you're responding as best as you can to to the trends and customers", "start": 2830, "end": 2836.4}, {"text": "demands so we have um a series of area supervisors who represent um your your", "start": 2838.4, "end": 2845.96}, {"text": "counselor wards and they um they look at information they receive complaints", "start": 2845.96, "end": 2852.599}, {"text": "directly but they also look at um information coming in through um our um", "start": 2852.599, "end": 2859.559}, {"text": "I would say our our communication and post unit and our post unit was an um an", "start": 2859.559, "end": 2865.079}, {"text": "improvement to help Communications deal with the incredible volume that we receive at parking enforcement so we", "start": 2865.079, "end": 2872.079}, {"text": "receive uh data points from those groups and and those area offices which I'm", "start": 2872.079, "end": 2878.52}, {"text": "sure most of the counselors interact with um they take that to look at um three-hour enforcement uh on an ongoing", "start": 2878.52, "end": 2886.48}, {"text": "basis to help um communities that have issues with three-hour parking on the", "start": 2886.48, "end": 2892.88}, {"text": "streets and what have you so they're not having to call in all the time so yeah we do use that data um continually and I", "start": 2892.88, "end": 2899.76}, {"text": "think that's an area where we can continue to learn and grow um and to uh build that out and I think it's an", "start": 2899.76, "end": 2906.16}, {"text": "excellent reason resource for us um my experience um since June of 2023 being", "start": 2906.16, "end": 2913.119}, {"text": "on the front desk for quite some time um I've noticed that we're having a tremendous impact on um the um the the", "start": 2913.119, "end": 2923.68}, {"text": "call-ins and um people seem to be very um very impressed with the U the uh", "start": 2923.68, "end": 2930.319}, {"text": "dashboard and the ability to go through 311 or to call the um Toronto police", "start": 2930.319, "end": 2936.44}, {"text": "number uh 2222 and um get on that uh that link so", "start": 2936.44, "end": 2942.44}, {"text": "I think it's working very well um and um I think we're on the right track thank", "start": 2942.44, "end": 2948.16}, {"text": "you um are there any other questions seeing none members wishing to", "start": 2948.16, "end": 2954.52}, {"text": "speak I'll speak very very briefly um thank you to Toronto police service for", "start": 2955.52, "end": 2960.88}, {"text": "coming today and for all of the work that you do um as we can see things are evolving very quickly and and I think", "start": 2960.88, "end": 2967.4}, {"text": "the work that you're doing uh although it is separate from the city of Toronto", "start": 2967.4, "end": 2972.559}, {"text": "um you know the public sees it is really really valuable and it parallels very much what we're doing inside the Toronto", "start": 2972.559, "end": 2979}, {"text": "Public Service um I invite you to continue to work with counselors and to explore the information you learn from", "start": 2979, "end": 2986}, {"text": "your data Gathering portal and to continue to develop it because I know this is a busy service and uh because I", "start": 2986, "end": 2993.2}, {"text": "hear from constituents as well and and there are some times concerns out there with parking it's just a really", "start": 2993.2, "end": 2999.119}, {"text": "important and busy aspect of city life so so thank you for coming today I'll make one also one observation is I know", "start": 2999.119, "end": 3006.24}, {"text": "that it can be difficult for members of the public to to divide and figure out", "start": 3006.24, "end": 3011.319}, {"text": "the difference between 311 and the Toronto Police Service and I know that there is a lot of bridge work", "start": 3011.319, "end": 3018.079}, {"text": "between the two and we didn't get into today that into today's presentation and I would just encourage uh our team uh at", "start": 3018.079, "end": 3025.319}, {"text": "the city of Toronto and and the Toronto Police Service to continually look at", "start": 3025.319, "end": 3030.4}, {"text": "that the details of that bridge to make it as easy for as possible for people to navigate and I guess the term is make", "start": 3030.4, "end": 3037}, {"text": "the right call uh because we don't want the calls going to 911 for very clear reasons uh but we want people to have", "start": 3037, "end": 3043.88}, {"text": "the shortest distance between picking up the phone or going to the computer to get to the service so thank", "start": 3043.88, "end": 3051.2}, {"text": "you and that is it uh so we'll go on to our next item", "start": 3051.2, "end": 3056.76}, {"text": "uh uh pardon me uh the clerk reminded me the the motion is", "start": 3056.76, "end": 3064.28}, {"text": "to uh Clerk's advis it is uh to adopt to receive the report for information all", "start": 3066.599, "end": 3072.16}, {"text": "those in favor any opposed that is carried okay we're on to uh the next", "start": 3072.16, "end": 3080.359}, {"text": "item all right we're going to do the presentation first that is SE 6.3 the", "start": 3081.079, "end": 3086.16}, {"text": "listening to Toronto survey um I see we have our city manager here to speak to", "start": 3086.16, "end": 3091.599}, {"text": "us today welcome Mr Johnson um please go ahead as soon as you're ready sir well", "start": 3091.599, "end": 3096.92}, {"text": "thanks very much and thanks to you chair and and the members of the committee U today we're pleased to present and uh", "start": 3096.92, "end": 3102.839}, {"text": "I'm going to give some short remarks at the beginning and then turn it over to the experts who delivered this work we're going to present the results of uh", "start": 3102.839, "end": 3109.48}, {"text": "polling data that came out of a survey that we administered uh through ipsos in", "start": 3109.48, "end": 3114.839}, {"text": "late August through to the middle of of September uh this is an attempt to build", "start": 3114.839, "end": 3119.92}, {"text": "further data around how torontonians are feeling about their city and how they're feeling about the services that we", "start": 3119.92, "end": 3126.96}, {"text": "provide as you'll see from the presentation that we're going to get into in a second uh there is lots for us", "start": 3126.96, "end": 3132.24}, {"text": "to be pleased about in terms of the work of the Toronto public service and lots of room for us to continue to respond to", "start": 3132.24, "end": 3138.599}, {"text": "the needs of torontonians and improve those services that we provide I think it's important to realize that this", "start": 3138.599, "end": 3144.839}, {"text": "doesn't usurp or take over for anything else that we're doing uh program level surveys that happen day-to-day even some", "start": 3144.839, "end": 3151.28}, {"text": "polling that happens in in in specific services and of course the rich data in 311 is all part of how we try and make", "start": 3151.28, "end": 3158.52}, {"text": "Services better here at the city of Toronto but this gives us a Citywide snapshot uh delivered in a way through", "start": 3158.52, "end": 3165.079}, {"text": "professionals that uh that can give us a sense of really what torontonians are thinking on a variety of of areas you", "start": 3165.079, "end": 3173}, {"text": "will see information about how they feel about their own situation within the City and while not surprising that many", "start": 3173, "end": 3179.72}, {"text": "tonians though feeling very good about the place that they live have concerns about uh aspects of daily life uh those", "start": 3179.72, "end": 3187.079}, {"text": "are important things for us to remember as we deliver and develop new service offerings here at the city of Toronto", "start": 3187.079, "end": 3194.079}, {"text": "interesting some of the top noted issues by torontonians align with our strategic", "start": 3194.079, "end": 3199.319}, {"text": "priorities at the city of Toronto you know from a making quality of life better perspective in Toronto we have", "start": 3199.319, "end": 3205.68}, {"text": "four strategic priorities three of which were highlighted Again by torontonians", "start": 3205.68, "end": 3211.68}, {"text": "In This polling result and they include housing moving people around the city transportation and investments in", "start": 3211.68, "end": 3218.64}, {"text": "neighborhoods linked to Crime to poverty and homelessness and the delivery of services at that neighborhood level so", "start": 3218.64, "end": 3225.44}, {"text": "that's good news that we continue to align with the needs of torontonians when it comes to our own Services it's a", "start": 3225.44, "end": 3231.76}, {"text": "tale of two things the interaction that people have with the people who deliver Services the satisfaction level uh", "start": 3231.76, "end": 3238.24}, {"text": "across the board continues to be very high including those who interact with us when they have issues or come to the", "start": 3238.24, "end": 3244.64}, {"text": "city for some of the uh the services and interact from a customer service perspective some of our programs are", "start": 3244.64, "end": 3251}, {"text": "rated at a satisfaction level that approaches 90% or above and even when it comes to our customer experience about", "start": 3251, "end": 3257.88}, {"text": "3quarter of torontonians say they are satisfied with the interaction they have with our Public Service on the", "start": 3257.88, "end": 3265.2}, {"text": "infrastructure side we certainly have work to do when it comes to things like our Parks and Recreation Center", "start": 3265.2, "end": 3270.92}, {"text": "cleanliness and the overall uh uh amenities within those Services have room for improvement when it comes to", "start": 3270.92, "end": 3277.359}, {"text": "Transportation people want to see more done so they can get around this city in a uh in a timely way and in the way that", "start": 3277.359, "end": 3284.64}, {"text": "makes most sense for them and you'll see in a second I'm not going to give too", "start": 3284.64, "end": 3289.68}, {"text": "many of the highlights away but apparently we should be driving motorcycles or scooters because the satisfaction with Transportation if you", "start": 3289.68, "end": 3295.839}, {"text": "uh get around around Toronto in those modes is actually fairly high so uh what", "start": 3295.839, "end": 3301.4}, {"text": "we're going to do with this information is of course merge it together with all the other data that we have uh coming", "start": 3301.4, "end": 3307.079}, {"text": "out of things like 311 and our own uh service level data and Survey work that happens in individual surveys and then", "start": 3307.079, "end": 3314.319}, {"text": "we're going to be able to use this information as we go forward we will continue to conduct these types of", "start": 3314.319, "end": 3320}, {"text": "surveys at regular intervals this really does become a baseline for the city of Toronto so while this is important", "start": 3320, "end": 3326}, {"text": "information for us to take some uh action on what will be more important is", "start": 3326, "end": 3332.52}, {"text": "the future follow-ups to this that show whether the trends are changing or not", "start": 3332.52, "end": 3337.68}, {"text": "I'm going to turn things over to Martin from ipsos public affairs who's going to take you through the slide deck today", "start": 3337.68, "end": 3343.16}, {"text": "and then uh staff and uh and Martin himself will be available for questions if you have them thanks very much", "start": 3343.16, "end": 3349.119}, {"text": "chair great thank you very much good morning everyone I'm very happy to be here today to present the results of the", "start": 3349.119, "end": 3355.039}, {"text": "recent survey listening to Toronto that we conducted on behalf of the city uh just in terms of an introduction I'm", "start": 3355.039, "end": 3361.16}, {"text": "going to give you a brief background on some of the types of questions we asked methodology and then I'll go into some", "start": 3361.16, "end": 3366.599}, {"text": "of the detailed findings so we asked tonians what's the most important issue for them uh for the city to focus on we", "start": 3366.599, "end": 3373.64}, {"text": "asked questions about perceptions of quality of life and other aspects of living in the cities we wanted to", "start": 3373.64, "end": 3379.68}, {"text": "understand their priorities for the city budget uh we also deep dived into perceptions of Transportation parks", "start": 3379.68, "end": 3386.4}, {"text": "safety cleanliness and also their interactions with City staff in terms of", "start": 3386.4, "end": 3392.24}, {"text": "the methodology this is a representative survey that we conducted online uh ipsos", "start": 3392.24, "end": 3397.92}, {"text": "maintains a pre-recruited online panel that we reach out to to conduct this kind of research it's a very common", "start": 3397.92, "end": 3404.2}, {"text": "methodology that's used in public opinion today we surveyed 118 torontonians over the age of 18 in", "start": 3404.2, "end": 3411.68}, {"text": "English and we also conducted some in language interviews among residents namely in cantony Mandarin Portuguese", "start": 3411.68, "end": 3417.799}, {"text": "Punjab and Tamil so in total the sample size is 1142 which is quite a large", "start": 3417.799, "end": 3423.319}, {"text": "sample size for a survey of this kind the survey was fielded in early August and mid-september and the data is also", "start": 3423.319, "end": 3429.839}, {"text": "weighted according to age gender and region to ensure that it is representative of the population of City", "start": 3429.839, "end": 3435.559}, {"text": "residents who are 18 years of age and older so in terms of the key findings", "start": 3435.559, "end": 3440.88}, {"text": "just quickly and I'm going to get into some of the details as we move on uh over six and can rate the quality of", "start": 3440.88, "end": 3447.64}, {"text": "life in the city of Toronto as good or very good however we also found that about 50% of torontonians feel that", "start": 3447.64, "end": 3454.16}, {"text": "their quality of life has worsened over the course of the past 12 months six and 10 torontonians are satisfied with the", "start": 3454.16, "end": 3460.68}, {"text": "streets and transportation system overall so when we talk about the transportation system we talk about sidewalks we talk about roads we talk", "start": 3460.68, "end": 3467.559}, {"text": "about bike path that's an overall impression among those who have used a recreation program or service provided", "start": 3467.559, "end": 3474}, {"text": "by the city of Toronto which is about 33 % of residents in the past 12 months satisfaction is very high with about", "start": 3474, "end": 3480.359}, {"text": "nine and 10 residents saying that they are satisfied with their parks and wreck program experience a large majority of", "start": 3480.359, "end": 3486.16}, {"text": "torontonians are also satisfied with their parks in outdoor spaces at about 80% however we find satisfaction for", "start": 3486.16, "end": 3492.76}, {"text": "things like washrooms quite lower at 52% uh satisfaction among those residents who have used a social service", "start": 3492.76, "end": 3499.2}, {"text": "provided by the city of Toronto is quite high it's at 8 and 10 overall we found almost 6 and 10 torontonians feel safe", "start": 3499.2, "end": 3506.319}, {"text": "in the city of Toronto uh we also found that about six and 10 torontonians are satisfied with the overall cleanliness", "start": 3506.319, "end": 3512.44}, {"text": "of the city uh among those who have contacted the city uh 75% say that they're satisfied with their interaction", "start": 3512.44, "end": 3519.44}, {"text": "uh and finally 58% of tonians are very or somewhat satisfied with the overall quality of information that they receive", "start": 3519.44, "end": 3526.4}, {"text": "from the city so I'm going to take you through some of the detailed findings so first off to start the survey in an", "start": 3526.4, "end": 3531.559}, {"text": "open-ended way we asked residents to provide feedback on what they feel is the most important issue that the city", "start": 3531.559, "end": 3537.839}, {"text": "their counselor should focus on uh to them again this is an open-ended question where we take people's verbatim", "start": 3537.839, "end": 3543.4}, {"text": "responses and then we code it into categories you can see on top it's housing so 28% of residents feel that", "start": 3543.4, "end": 3549.88}, {"text": "housing including the cost of housing the affordability of housing assisted housing is the most important issue to", "start": 3549.88, "end": 3555.16}, {"text": "them followed by Transportation namely congestion travel times TTC followed by", "start": 3555.16, "end": 3561}, {"text": "crime poverty homeless cost of living and you can see as the list goes down", "start": 3561, "end": 3567.28}, {"text": "in terms of quality of life 64% of residents say that their quality of life today in the city of Toronto is good or", "start": 3567.28, "end": 3573.799}, {"text": "very good uh conversely 36% of residents say that their quality of life in the city is poor or very poor uh here", "start": 3573.799, "end": 3580.92}, {"text": "throughout the report you can see some callouts for different demographic groups that we want to highlight so in terms of those who are more likely to", "start": 3580.92, "end": 3588.4}, {"text": "rate their light quality of life as good or very good they are more likely to be men compared to women they're also more", "start": 3588.4, "end": 3594.799}, {"text": "likely to be residents who are satisfied with the transportation system on the other hand when we look at those", "start": 3594.799, "end": 3599.88}, {"text": "residents who rate the quality of life poorly in Toronto it's more likely to be women compared to", "start": 3599.88, "end": 3606.039}, {"text": "men in terms of changes in the quality of life over the course of the past 12 months we found that about four and 10", "start": 3606.039, "end": 3612.119}, {"text": "residents say that their quality of life has remained the same and about 50% of residents say that their quality of life", "start": 3612.119, "end": 3618}, {"text": "has worsened over the course of the past 12 months about one in 10 said it has improved at IPOs we conduct a lot of", "start": 3618, "end": 3624.559}, {"text": "these kind of Citizen satisfaction surveys across the country so we have a normative database where we ask similar", "start": 3624.559, "end": 3630.079}, {"text": "questions in other regions just to give you some context right now in other municipalities and city across the", "start": 3630.079, "end": 3635.92}, {"text": "country the average it's about four in 10 residents say that their quality of life has worsened over the C past 12", "start": 3635.92, "end": 3641.319}, {"text": "months and this is a trend that we've seen continue or increase since the pandemic uh those residents that are", "start": 3641.319, "end": 3647.92}, {"text": "more likely to say that their quality of life has worsened include women include those residents 55 years of age and", "start": 3647.92, "end": 3654.359}, {"text": "older and also higher income households so those households that earn an average", "start": 3654.359, "end": 3659.48}, {"text": "household income of 150,000 or more are more likely to say that their quality of life has worsened compared to those", "start": 3659.48, "end": 3666.359}, {"text": "households who earn Less in terms of agreement with the", "start": 3666.359, "end": 3671.68}, {"text": "number of statements about living in the city of Toronto so this is quality of life you can see that three4 of", "start": 3671.68, "end": 3677.319}, {"text": "residents rate their uh quality of life uh as very good um 75% of residents", "start": 3677.319, "end": 3684.48}, {"text": "strongly agree or somewhat agree that the the city of Toronto is a welcoming community 72% of residents feel that", "start": 3684.48, "end": 3689.68}, {"text": "they are proud to live in the city of Toronto however as we go down the list you can see that agreement is somewhat", "start": 3689.68, "end": 3695.28}, {"text": "lower I have confidence in the city of Toronto to brought programs and services that I need at 58% and on the bottom uh", "start": 3695.28, "end": 3702.319}, {"text": "only a minority of residents agreeing that the city of Toronto is moving in the right direction to ensure a high", "start": 3702.319, "end": 3707.48}, {"text": "quality of life for me and my family today in terms of budget priorities we", "start": 3707.48, "end": 3713.24}, {"text": "also asked in an open ended way to to residents to provide what they feel", "start": 3713.24, "end": 3718.279}, {"text": "should be the top priorities for the city of Toronto's 2025 budget as you can see these responses very much mirror the", "start": 3718.279, "end": 3725.559}, {"text": "most important issue that residents mentioned as well housing comes on top followed by Transportation crime", "start": 3725.559, "end": 3732.4}, {"text": "infrastructure uh and healthare we also wanted residents to", "start": 3732.4, "end": 3739.039}, {"text": "rank one of these three issues or topics when thinking about uh what the budget", "start": 3739.039, "end": 3744.559}, {"text": "in 2025 should focus on and what we found that is overwhelmingly residents would like the city to focus on bringing", "start": 3744.559, "end": 3750.72}, {"text": "down the cost of living 66% of residents ranked this first in terms of making it", "start": 3750.72, "end": 3756.599}, {"text": "easier to get around the city 19% of residents mentioned this first and in terms of ve investing in the city Only", "start": 3756.599, "end": 3762.839}, {"text": "133% uh mentioned this verse so definitely a focus that residents would appreciate in terms of reducing uh the", "start": 3762.839, "end": 3768.96}, {"text": "cost of living in the city so moving on to Transportation this is one of the areas where we deep dived", "start": 3768.96, "end": 3775.48}, {"text": "in the survey we found that 6 and 10 so a majority of residents telling us that they are very or somewhat satisfied with", "start": 3775.48, "end": 3782.48}, {"text": "the city's transportation system which includes streets uh roads sidewalks cycling infrastructure even things like", "start": 3782.48, "end": 3789.319}, {"text": "street signs and traffic lights uh on the other hand 41% of residents telling us that they are dissatisfied those", "start": 3789.319, "end": 3796.119}, {"text": "residents between the ages of 18 and 34 are more likely to be satisfied with the transportation system while residents 55", "start": 3796.119, "end": 3802.88}, {"text": "years of age and older are more likely to be dissatisfied we also wanted to look at Satisfaction", "start": 3802.88, "end": 3809.48}, {"text": "by the mode or the type of transportation that residents use most often in the city as was mentioned uh", "start": 3809.48, "end": 3815.52}, {"text": "74% of those residents keep in mind this is quite a small proportion of residents who motorcycle or scooter around the", "start": 3815.52, "end": 3822.64}, {"text": "city but they are the most satisfied with the transportation system followed by those who cycle at 64% ride share", "start": 3822.64, "end": 3829.92}, {"text": "using a taxi 62 public transit so those folks that use public transit as the main means of getting around the City", "start": 3829.92, "end": 3836.039}, {"text": "60% satisfied walking 59 and 58% among", "start": 3836.039, "end": 3842.72}, {"text": "drivers we also wanted to understand from residents what they feel are the things that can be done to improve their", "start": 3842.96, "end": 3849.559}, {"text": "transportation experience in the city of Toronto so number one at 46% residents", "start": 3849.559, "end": 3854.76}, {"text": "mention Transportation infrastructure so this includes things like bike Lanes construction issues roads if we unpack", "start": 3854.76, "end": 3861.96}, {"text": "that a little bit so looking at that 46% 177% of of residents mentioned bike Lanes this includes 10% of residents who", "start": 3861.96, "end": 3869.799}, {"text": "want to see a reduction in bike lanes and 7% of residents who want to see more bike Lanes 16% mention construction so", "start": 3869.799, "end": 3878.24}, {"text": "when residents are talking about construction they're talking about faster construction they're talking about a reduction in closures and", "start": 3878.24, "end": 3884.799}, {"text": "they're just talking about less Construction in general and looking at roads which make up the other 16% of the", "start": 3884.799, "end": 3890.92}, {"text": "46 5% mentioned fixed roads more Lanes more roads period", "start": 3890.92, "end": 3897.64}, {"text": "we also wanted to understand some of the challenges that torontonians face when they get around the city uh traffic", "start": 3898.4, "end": 3903.839}, {"text": "management and flow was mentioned by 73% of residents again tends to be the more", "start": 3903.839, "end": 3909.16}, {"text": "higher income group of residents you can see they're on the right so those residents that earn a household income of 150,000 or more are much more likely", "start": 3909.16, "end": 3916.76}, {"text": "to mention things like traffic management and flow when residents talk about traffic management they're talking", "start": 3916.76, "end": 3921.92}, {"text": "about too many vehicles or Vehicles impeding the flow of traffic on roads uh 71% so a very similar proportion to", "start": 3921.92, "end": 3929.039}, {"text": "mentioned Transportation infrastructure road construction road repairs really comes out here obstructed sidewalks also", "start": 3929.039, "end": 3935.799}, {"text": "bike Lanes come up and then 37% of residents mention public transport so a lack of public transport or closures on", "start": 3935.799, "end": 3942.599}, {"text": "public transport these tend to be uh residents who earn a lower household income in the", "start": 3942.599, "end": 3948.839}, {"text": "city now looking at Recreation and library programs so among those residents that have used uh a Recreation", "start": 3948.839, "end": 3956.079}, {"text": "or Library program in the past 12 months which is about 33% of residents satisfaction is very high so 9 and 10", "start": 3956.079, "end": 3962.52}, {"text": "residents tell us that they are very or somewhat satisfied with their experience about one in 10 of those residents who", "start": 3962.52, "end": 3968.52}, {"text": "used one of these programs say that they are somewhat or very dissatisfied with their", "start": 3968.52, "end": 3973.92}, {"text": "experience we also wanted to look at satisfaction of various types of recreation and library programs that", "start": 3973.92, "end": 3979.76}, {"text": "residents are using so again this is only among those folks that have actually used one of these programs leadership every 100% of residents who", "start": 3979.76, "end": 3987.64}, {"text": "have taken a leadership program say that they're satisfied overall satisfaction quite High", "start": 3987.64, "end": 3993.119}, {"text": "96% uh for any virtual Recreation program that residents have taken library satisfactions at 95% going down", "start": 3993.119, "end": 4000.2}, {"text": "the list where satisfaction is the lowest but it's still 89% saying that they're satisfied uh with the fitness", "start": 4000.2, "end": 4005.52}, {"text": "program that they've taken provided by the city we also wanted to understand from", "start": 4005.52, "end": 4011.119}, {"text": "residents uh what if any additional programs that they would like to see that they would like to participate in", "start": 4011.119, "end": 4017.2}, {"text": "so residents mention a variety here uh namely fitness and exercise programs so", "start": 4017.2, "end": 4022.44}, {"text": "Sports and swimming uh also programs for specific age groups you know children as", "start": 4022.44, "end": 4027.48}, {"text": "well as seniors and perhaps adults uh and then other programs around Healthy Lifestyles or or entertainment programs", "start": 4027.48, "end": 4034.4}, {"text": "as well were mentioned more often by residents so now deep diving into Parks", "start": 4034.4, "end": 4041.2}, {"text": "uh we wanted to understand resident satisfaction with various types of parks and various types of facilities offered", "start": 4041.2, "end": 4047.559}, {"text": "uh by the city overall we found that 80% of residents are satisfied with Parks or", "start": 4047.559, "end": 4052.72}, {"text": "outdoor spaces in the city uh 81% satisfied with sports fields and Parks you can see going down the list we can", "start": 4052.72, "end": 4059.16}, {"text": "see satisfactions the lowest uh for washrooms in Parks only about 53% of", "start": 4059.16, "end": 4064.799}, {"text": "residents saying that they are satisfied with washrooms in Parks uh and about 2third of residents saying that they're", "start": 4064.799, "end": 4070.2}, {"text": "satisfied with things like water fountains in their parks", "start": 4070.2, "end": 4075.559}, {"text": "in terms of changes of quality of parks over the past year we found the majority of residents say that it's remained", "start": 4075.559, "end": 4080.76}, {"text": "pretty consistent six and 10 residents saying that the their perception of the quality of parks in the city has stayed", "start": 4080.76, "end": 4086.48}, {"text": "the same about 14% of residents say that it's improved and about 25% of residents", "start": 4086.48, "end": 4092.039}, {"text": "that feel that uh Parks have gotten worse over the course of the past 12 months and then in terms of suggestions", "start": 4092.039, "end": 4099.12}, {"text": "for improving parks and the experience that residents have in parks in the city uh cleanliness was mentioned most often", "start": 4099.12, "end": 4105.56}, {"text": "so things like litter more bins specifically was mentioned by 35% of residents uh other improvements", "start": 4105.56, "end": 4112.6}, {"text": "including keeping cars outs or adding activities or Fitness spaces um Safety", "start": 4112.6, "end": 4118.238}, {"text": "and Security so a variety of other things were mentioned by residents in terms of improving Parks now looking at Social Services", "start": 4118.239, "end": 4125.798}, {"text": "provided by the city for children and Senior again so among those residents that have used a social service provided", "start": 4125.799, "end": 4131.88}, {"text": "by the city uh which again is around 30% um the vast majority 81% saying that", "start": 4131.88, "end": 4137.719}, {"text": "they are very or somewhat satisfied compared to about one in five who say that they are dissatisfied with their", "start": 4137.719, "end": 4143.92}, {"text": "experience uh using a social service provided by the city uh here we've looked at a number of", "start": 4143.92, "end": 4149.4}, {"text": "different Social Services provided by the city you'll know that there's a number in Brackets next to some of the bars so that just indicates the number", "start": 4149.4, "end": 4156.159}, {"text": "of people that were responding to each of these so it's a somewhat low base size which means you know there's not as", "start": 4156.159, "end": 4161.758}, {"text": "many people answering these questions just to give you some context uh however satisfaction is quite high for those", "start": 4161.759, "end": 4167.278}, {"text": "people that have reported using a school nutrition program Senior Day programming child care it's but N9 and 10 or more", "start": 4167.279, "end": 4173.56}, {"text": "residents satisfied with this social service going down the list affordable housing 74% of residents saying that", "start": 4173.56, "end": 4180.52}, {"text": "they are satisfied with this and this includes subsidized housing as well now in terms of Public Safety uh we", "start": 4180.52, "end": 4187.96}, {"text": "found that six in 10 torontonians agree that overall they feel safe uh in the", "start": 4187.96, "end": 4193.238}, {"text": "city of Toronto compared to about 4 10 residents who disagree that they feel", "start": 4193.239, "end": 4198.48}, {"text": "safe in the city of Toronto you can see perceptions of safety varying quite differently in terms of when uh", "start": 4198.48, "end": 4205.04}, {"text": "residents are experiencing this so if feeling safe in their neighborhood during the day the overwhelming majority", "start": 4205.04, "end": 4211.08}, {"text": "of residents agree that they feel safe uh however when we're looking at uh nighttime safety for example I feel safe", "start": 4211.08, "end": 4217.8}, {"text": "in parks at night only 35% of residents agree with this or I feel safe in my neighborhood at night significantly more", "start": 4217.8, "end": 4225.52}, {"text": "small majority at six in 10 residents we also wanted to understand", "start": 4225.52, "end": 4230.92}, {"text": "the safety of residents as they travel and move around the city to see if it differed by the type of transportation", "start": 4230.92, "end": 4236.8}, {"text": "that residents use uh in terms of being a pedestrian so 62% of residents agree", "start": 4236.8, "end": 4242.96}, {"text": "that they feel safe as a pedestrian in the city of Toronto uh similarly for uh using public transit as a public transit", "start": 4242.96, "end": 4249.52}, {"text": "user and also quite similarly for being a driver in the city of Toronto so 57% of drivers saying that they feel feel", "start": 4249.52, "end": 4255.52}, {"text": "safe uh as a cyclist somewhat a little bit lower at 47% so telling us that they", "start": 4255.52, "end": 4261.159}, {"text": "agree that they feel safe as a cyclist in the city of Toronto and in terms of improving", "start": 4261.159, "end": 4267.36}, {"text": "neighborhood safety again we asked residents in an open-ended way any suggestions that they had uh 51% of", "start": 4267.36, "end": 4274.44}, {"text": "residents highlighted crime increased law enforcement uh as a suggestion for", "start": 4274.44, "end": 4279.679}, {"text": "improving neighborhood safety uh other suggestions include improving s signage", "start": 4279.679, "end": 4285.88}, {"text": "uh not allowing cycling on walkways coyotes drugs and alcohol use uh or lighting and surveillance also mentioned", "start": 4285.88, "end": 4292.64}, {"text": "by some residents we also wanted to understand awareness of the Toronto Community", "start": 4292.64, "end": 4298.12}, {"text": "crisis response teams uh for mental health support we found that about 35% of residents have read seen or heard", "start": 4298.12, "end": 4305.239}, {"text": "something about uh this support uh those more likely to have heard about this", "start": 4305.239, "end": 4310.28}, {"text": "program include those who have identified as having a disability those who have identif ified with an", "start": 4310.28, "end": 4316.08}, {"text": "indigenous background uh and those with children in the", "start": 4316.08, "end": 4320.88}, {"text": "household now looking at cleanliness uh again about 58% of residents saying that", "start": 4321.52, "end": 4327.28}, {"text": "they are very or somewhat satisfied with the overall cleanliness in the city here you can see ratings of different aspects", "start": 4327.28, "end": 4333.56}, {"text": "of cleanliness so in terms of cleanliness of residents local neighborhood it's about seven in 10", "start": 4333.56, "end": 4338.639}, {"text": "residents telling us that they are satisfied with this cleanliness of parks around 64% going down the list uh", "start": 4338.639, "end": 4346.159}, {"text": "satisfaction with cleanliness is lowest on public transit although a small majority or about half 54% saying that", "start": 4346.159, "end": 4352.159}, {"text": "they are satisfied with cleanliness on public transport in terms of suggestions for", "start": 4352.159, "end": 4358.32}, {"text": "improving cleanliness in the neighborhood where residents live uh most often mentioning garbage again", "start": 4358.32, "end": 4364.6}, {"text": "similar to what we saw in Parks so more collection more bins more frequent collection uh followed by more cleaning", "start": 4364.6, "end": 4372.239}, {"text": "so more often cleaning things like the streets uh and the sidewalks um and also", "start": 4372.239, "end": 4377.8}, {"text": "Park maintenance so now looking at service", "start": 4377.8, "end": 4383.44}, {"text": "interactions uh so we found that about 25% of residents told us that they have", "start": 4383.44, "end": 4389}, {"text": "in fact interacted with the city over the course of the past 12 months uh those residents that are more likely to", "start": 4389, "end": 4395.239}, {"text": "have interacted with the city include uh those with children so under 18 uh living at home those who identify with a", "start": 4395.239, "end": 4401.84}, {"text": "disability and those who have also used a social service over the course of the past past 12 months uh so among um the", "start": 4401.84, "end": 4409.639}, {"text": "25% of residents who have interacted with the city we found that satisfaction is quite high at 34s so 39% saying", "start": 4409.639, "end": 4417.04}, {"text": "they're very satisfied 36% of residents saying they're somewhat satisfied with their interaction with City staff uh", "start": 4417.04, "end": 4423.56}, {"text": "satisfaction tends to be higher among younger residents so those residents between the ages of 18 and 34 uh and", "start": 4423.56, "end": 4429.96}, {"text": "also men found that 25% of residents who have had an interaction say that they are dissa ified either very or", "start": 4429.96, "end": 4437.32}, {"text": "somewhat in terms of the various aspects of an interaction that somebody would have with City staff so overall uh 73%", "start": 4437.32, "end": 4445.76}, {"text": "saying that they're satisfied with the overall service that they receive from City staff uh staff perform quite highly", "start": 4445.76, "end": 4451.719}, {"text": "in terms of courteousness professionalism and knowledge uh going down the list uh the staff went the", "start": 4451.719, "end": 4457.239}, {"text": "extra mile to ensure what I received is what I needed slightly lower uh at 62%", "start": 4457.239, "end": 4462.8}, {"text": "of those who have had an interaction saying that they satisfied finally looking at", "start": 4462.8, "end": 4469.48}, {"text": "communications um so we found that 58% of residents that they are very or", "start": 4469.48, "end": 4474.719}, {"text": "somewhat satisfied with the general information and Communications uh that they've received by the city 24% of", "start": 4474.719, "end": 4481.44}, {"text": "residents telling us that they are dissatisfied about one and five said they didn't know so they probably couldn't recall uh some kind of or any", "start": 4481.44, "end": 4488.84}, {"text": "kind of recent communication uh from the city of Toronto um we also wanted to", "start": 4488.84, "end": 4493.96}, {"text": "understand perceptions of the the frequency in which the city communicates with its residents uh we found that", "start": 4493.96, "end": 4499.36}, {"text": "about half so 53% of residents saying that the city communicates just about right uh however a significant", "start": 4499.36, "end": 4505.48}, {"text": "proportion of residents about four in 10 residents saying that the city communicates too little to them so", "start": 4505.48, "end": 4510.92}, {"text": "perhaps an opportunity to enhance Communications with residents as there is an openness to receiving more", "start": 4510.92, "end": 4516.12}, {"text": "Communications only 6% of residents told us that they receive too much information from the city of", "start": 4516.12, "end": 4523.28}, {"text": "Toronto in terms of the methods that the city of Toronto could use to communicate information to Residents we wanted to", "start": 4523.32, "end": 4529.96}, {"text": "understand which methods were most preferred uh by residents and and it is a bit of a mix so email comes on top", "start": 4529.96, "end": 4536.96}, {"text": "mail and newsletter and pamphlets flyers in the mail still comes on top obviously this differs a little bit depending on", "start": 4536.96, "end": 4543.8}, {"text": "on age group younger residents tending to prefer things like social media and email um however mail and newsletter the", "start": 4543.8, "end": 4550.4}, {"text": "kind of traditional forms of information still perfored by a significant proportion of younger residents", "start": 4550.4, "end": 4555.6}, {"text": "in terms of the type of social media that residents would like to receive information from the city Instagram and", "start": 4555.6, "end": 4561.4}, {"text": "Facebook uh come out clearly uh ahead of other forms of social", "start": 4561.4, "end": 4567}, {"text": "media so that's uh some of the highlights from from the survey I just threw a lot of numbers and stats uh at", "start": 4567.56, "end": 4574.239}, {"text": "everyone um but happy to take uh any questions that you might have thank you", "start": 4574.239, "end": 4579.36}, {"text": "um so we are we are going to have a speaker first and then we'll go to questions I'm sure there's a few uh but", "start": 4579.36, "end": 4585.6}, {"text": "thank you for joining us today uh our registered speaker is ingred", "start": 4585.6, "end": 4592.36}, {"text": "Bud welcome back to the microphone ingred um you have five minutes please uh begin as soon as you're ready thank", "start": 4597.96, "end": 4604.76}, {"text": "you cheer holiday", "start": 4604.76, "end": 4611.32}, {"text": "okay excellent well I only had intended to speak on one item but then when I saw", "start": 4611.44, "end": 4617.52}, {"text": "this I had to I would be negligent if I didn't speak up on SE 6.3 listening to Toronto survey so thank you so much for", "start": 4617.52, "end": 4623.84}, {"text": "this opportunity uh everybody in the room knows who I am now uh so thank you very", "start": 4623.84, "end": 4629.679}, {"text": "much um so this survey uh was in support of service excellence and continuous Improvement and the city manager", "start": 4629.679, "end": 4636.48}, {"text": "initiated a public opinion poll which I I think is great um and it's important to get those Baseline satisfaction", "start": 4636.48, "end": 4642.84}, {"text": "levels and just for the people who might be watching this was um done from August 28th 2024 to September 18th and", "start": 4642.84, "end": 4651.08}, {"text": "1,142 residents were pulled so um I'm very glad to have gone after", "start": 4651.08, "end": 4657.92}, {"text": "the presentation and uh because I was looking at the list and I saw that something was missing and I think it's", "start": 4657.92, "end": 4664.719}, {"text": "probably bucketed in the overall quality of life that 50% of the population say", "start": 4664.719, "end": 4670.04}, {"text": "their quality of life has worsened and interesting that it was women and also people of higher income and um 55% of", "start": 4670.04, "end": 4677.52}, {"text": "Toronto say 55 uh respondents say percent of respondents say that Toronto", "start": 4677.52, "end": 4682.88}, {"text": "is not moving in the right direction and that's certainly what my members are feeling and when I looked at this list I", "start": 4682.88, "end": 4689.52}, {"text": "was like well there's something missing in here and many of you probably think it's noise but I actually think it's", "start": 4689.52, "end": 4694.92}, {"text": "health I think people need to be asked did you have a good sleep because I think all of us can understand that when", "start": 4694.92, "end": 4701.639}, {"text": "we don't have a good sleep we don't have a good quality of life we don't feel good in the morning we're not nice to", "start": 4701.639, "end": 4707.56}, {"text": "our partners we're not productive at work and we generally just don't feel", "start": 4707.56, "end": 4713}, {"text": "good and so maybe this was out of scope for this for this survey but if we were", "start": 4713, "end": 4718.44}, {"text": "to ask people about their sleep I think we would understand a lot more about people's quality of life because when", "start": 4718.44, "end": 4724.84}, {"text": "you don't sleep well it impacts your mental health um in noise and due sleep disturbance increases stress hormones", "start": 4724.84, "end": 4731.08}, {"text": "leading to anxiety depression and irritability cognitive impairment poor sleep affects Focus memory and decision-", "start": 4731.08, "end": 4737.08}, {"text": "making making it harder to concentrate and think clearly I certainly feel that some days physical health frequent noise", "start": 4737.08, "end": 4743.36}, {"text": "interrupts your body's natural sleep cycle raising the risk of heart disease high blood pressure and stroke I have a", "start": 4743.36, "end": 4749.48}, {"text": "history of stroke in my family and every time a loud Muffler goes by they do not increase my quality of life so good", "start": 4749.48, "end": 4756.48}, {"text": "sleep isn't just important it's essential for overall well-being so just as a note physical health outcomes of", "start": 4756.48, "end": 4763.4}, {"text": "noise are and from the the Toronto public health healthy aging summary they contribute to the top um percentages of", "start": 4763.4, "end": 4770.52}, {"text": "people living with chronic conditions by age groups leading causes of hospitalization and the leading causes", "start": 4770.52, "end": 4776.08}, {"text": "of death and I've highlighted dementia and Alzheimer's disease in the bottom right because noise also impacts our", "start": 4776.08, "end": 4781.76}, {"text": "mental health income uh outcomes it's shown to increase Alzheimer's disease dementia and loneliness and when I look", "start": 4781.76, "end": 4788.04}, {"text": "at the stats and how seniors are feeling that their quality of life is going down I wonder how much noise has to do with", "start": 4788.04, "end": 4794.28}, {"text": "that because that increases isolation they don't go to restaurants they don't feel like they like they can leave their", "start": 4794.28, "end": 4799.88}, {"text": "homes and feel safe so the cost of noise pollution is expensive medical expenses", "start": 4799.88, "end": 4806.56}, {"text": "related to noise induced health issues loss of productivity due to noise related stress and sleep disturbance", "start": 4806.56, "end": 4812.04}, {"text": "decline in property values and noisy areas and the US incurs billions of dollars annually due to noise pollution", "start": 4812.04, "end": 4818.04}, {"text": "a report by the National Institutes of Health indicate that noise induced hearing loss alone costs the US", "start": 4818.04, "end": 4823.159}, {"text": "Healthcare System more than $200 42 million annually never mind depressants", "start": 4823.159, "end": 4828.28}, {"text": "an anti-anxiety pills and everything else that comes along with it so I'm really glad that we have this data but I", "start": 4828.28, "end": 4834.8}, {"text": "think that it's missing something it's missing health and it's missing um the", "start": 4834.8, "end": 4840.88}, {"text": "understanding of what can help people have a better sleep and when I ask about People's Health I do lots of surveys and", "start": 4840.88, "end": 4848.32}, {"text": "I've just added a new question which was have you ever been able to unable to work or not perform your activities of", "start": 4848.32, "end": 4854.28}, {"text": "daily living due to this noise and this is 77% say yes and this is due to", "start": 4854.28, "end": 4859.679}, {"text": "Amplified sound so noise has a direct impact on the productivity and the", "start": 4859.679, "end": 4867.12}, {"text": "well-being and the quality of life if of residents in Toronto when I did a buffer", "start": 4867.12, "end": 4873.04}, {"text": "analysis over 60% of people live within 75 750 MERS of a highway or 100 meters", "start": 4873.04, "end": 4880.32}, {"text": "of an artill Road and they get hundreds of noise spikes a day it's it's less in the winter it's more in the summer but", "start": 4880.32, "end": 4886.8}, {"text": "it's significant every single day I hear them every single day so ask hey did you", "start": 4886.8, "end": 4892.28}, {"text": "get a restful restorative sleep ask people to rate their mental health ask people to rate their physical health and", "start": 4892.28, "end": 4898.239}, {"text": "I think that way we'll be able to create a better Toronto by reducing noise thank you thank you if you just pause for a", "start": 4898.239, "end": 4906.4}, {"text": "moment I gota wait for that screen to come back to see if there's questions but thank you for joining us", "start": 4906.4, "end": 4913.8}, {"text": "are there any questions of the speaker see none once again thank you", "start": 4920.52, "end": 4925.76}, {"text": "for joining us thank you okay uh back to the committee questions of staff on uh", "start": 4925.76, "end": 4932.08}, {"text": "the survey and I do uh I do believe we also have uh someone from from Martin is from", "start": 4932.08, "end": 4939.56}, {"text": "ipsos is here as well somewhere okay C Mr", "start": 4939.56, "end": 4946.678}, {"text": "Chen thank you thank you for this presentation it's very", "start": 4948.96, "end": 4954.12}, {"text": "insightful um I'm curious so it says something about the sampling quota that", "start": 4954.12, "end": 4961.4}, {"text": "you ensured that there was good representation across age gender and region um just trying to understand what", "start": 4961.4, "end": 4968.96}, {"text": "you mean by region do you mean the different Burrows of the city yeah thank you for the question", "start": 4968.96, "end": 4974.52}, {"text": "question counselor yeah we use the former city buus as regions um to ensure", "start": 4974.52, "end": 4979.76}, {"text": "that we can look at the results by different regions in the city including toico North York Scarboro former Metro", "start": 4979.76, "end": 4987.48}, {"text": "Etc and would it be possible to extract the data by region so that we can see", "start": 4987.48, "end": 4994.56}, {"text": "the difference across the city yes that's correct so that that can be made", "start": 4994.56, "end": 5003.12}, {"text": "available yes we have cross tabulations for the data so we can look at the data by different age groups region including", "start": 5003.12, "end": 5010.28}, {"text": "former burough gender household income education Etc we've looked at the", "start": 5010.28, "end": 5015.679}, {"text": "regional difference at a high level in the report uh and we would have identified any statistical significant", "start": 5015.679, "end": 5021.92}, {"text": "differences in the region um at the top of my head I can't remember any large real differences in the region but as a", "start": 5021.92, "end": 5029.56}, {"text": "high level report we haven't gone into detail but that that information is available yes and would a summary uh of", "start": 5029.56, "end": 5036.639}, {"text": "the differences be made available at some point to counselors I believe so that can be made", "start": 5036.639, "end": 5043.679}, {"text": "available great uh I'm curious about the large gender disparity in terms of", "start": 5043.679, "end": 5051.639}, {"text": "satisfaction in several categories it seems that in general men seem to be", "start": 5051.639, "end": 5058.56}, {"text": "more satisfied uh and women um tend to have", "start": 5058.56, "end": 5063.8}, {"text": "more repres presentation in the dissatisfied categories is this something that has been seen in other", "start": 5063.8, "end": 5070.32}, {"text": "municipalities as well or is this unique to to Toronto we we do see this as well this", "start": 5070.32, "end": 5077.719}, {"text": "trend in in the other Municipal research that we conduct yeah so Toronto is not unique in that", "start": 5077.719, "end": 5083.92}, {"text": "sense and any um guesses as to why that may be the case or has there been any", "start": 5083.92, "end": 5090.719}, {"text": "analysis done of why there would be this gender disparity and experience of the", "start": 5090.719, "end": 5097.44}, {"text": "city here for this survey no um we haven't looked at that specifically but", "start": 5097.44, "end": 5103.199}, {"text": "contextually um you know we find that levels of satisfaction among residents are are often different among parents uh", "start": 5103.199, "end": 5110.119}, {"text": "children at home you see that as well here um and women tend to express some of those differences uh more often in", "start": 5110.119, "end": 5116.84}, {"text": "the survey research um you know in Greater detail in the city specifically", "start": 5116.84, "end": 5121.96}, {"text": "why there is such a a greater Gap among men and women we haven't looked", "start": 5121.96, "end": 5127.719}, {"text": "at and uh and on page 23 just about the", "start": 5127.719, "end": 5133.08}, {"text": "uh fitness programs or actually maybe it's 22 how what is the percentage of", "start": 5133.08, "end": 5140.48}, {"text": "those surveyed that actually have accessed uh programs and services at the", "start": 5140.48, "end": 5146.639}, {"text": "local community center so I believe it's 33% of residents have accessed one of", "start": 5146.639, "end": 5151.96}, {"text": "these programs in the past 12 months right thank you those are all my", "start": 5151.96, "end": 5158.6}, {"text": "questions uh thank you other questions of the", "start": 5158.6, "end": 5163.84}, {"text": "staff uh seeing none I will ask a couple of brief", "start": 5163.84, "end": 5169.36}, {"text": "ones Mr roesy thank you that fascinating um I enjoy reading uh this material and", "start": 5170.48, "end": 5176.96}, {"text": "listening to what you told us today but what you ask is", "start": 5176.96, "end": 5182.199}, {"text": "important who you ask it to is really important and when you ask it is", "start": 5182.199, "end": 5187.28}, {"text": "important could you tell me a little bit about the people that you surveyed and how you got to them it's good question", "start": 5187.28, "end": 5193.92}, {"text": "so we maintain a pre-recruited online panel of hundreds of thousands of people across the country um that are recruited", "start": 5193.92, "end": 5201.28}, {"text": "to conduct surveys so these would have had to be residents who reside in the city of Toronto and we pull a", "start": 5201.28, "end": 5207.239}, {"text": "representative sample from this panel uh so by representative sample we use the most recent census data to ensure that", "start": 5207.239, "end": 5213.88}, {"text": "we have have an equal proportion of men women where people live and their age groups to match the census and then we", "start": 5213.88, "end": 5220.679}, {"text": "interview them in the online survey and do H how do they end up on your panel", "start": 5220.679, "end": 5226.6}, {"text": "are they volunteers uh okay so they come to us to to join a panel there are some", "start": 5226.6, "end": 5231.84}, {"text": "very small incentives or points that are offered to people to to complete the research um it it's a very common way of", "start": 5231.84, "end": 5238.84}, {"text": "conducting public opinion research uh these days other methods would include the telephone surveys or mail surveys as", "start": 5238.84, "end": 5244.52}, {"text": "well and why did you choose the time or is that just cuz you were asked to do it", "start": 5244.52, "end": 5249.719}, {"text": "we were asked to do it okay and is there is there significance or things to think about when choosing to conduct these", "start": 5249.719, "end": 5256.08}, {"text": "surveys I perhaps I would Loosely argue that's a really busy time right the end of August the beginning of September for", "start": 5256.08, "end": 5262.44}, {"text": "a lot of people so their mind is on certain things and that I think would", "start": 5262.44, "end": 5269.04}, {"text": "affect the results but maybe that's what you want so could you tell me uh about that sort of concept yeah it's I mean", "start": 5269.04, "end": 5276.8}, {"text": "deciding when to do one of these surveys there's pros and cons with many different times of the year you know for example July August might not be great", "start": 5276.8, "end": 5283.52}, {"text": "because people are on vacation now we're entering the holiday season that might be challenging there's also seasonality", "start": 5283.52, "end": 5289.44}, {"text": "with these types of surveys if you do a survey in the winter uh and ask residents their satisfaction with", "start": 5289.44, "end": 5294.76}, {"text": "Services right after a snowstorm it's going to be very different um than during the summer months right so seasonality is important when you're", "start": 5294.76, "end": 5301.88}, {"text": "doing these surveys the the time of year that we did in September is actually quite common because people will hold", "start": 5301.88, "end": 5307.48}, {"text": "off during the summer perhaps to do this type of survey so it's not uncommon to do it that", "start": 5307.48, "end": 5312.92}, {"text": "point okay um a few minutes ago we were talking about our dashboard and looking", "start": 5312.92, "end": 5319.52}, {"text": "at you know the millions of calls that come in a million plus calls I should say come into the city of Toronto and", "start": 5319.52, "end": 5326.56}, {"text": "tied up there with MLS was the number two issue was garbage bin replacement but I didn't see it here so any any", "start": 5326.56, "end": 5334.4}, {"text": "insights why it's such a busy thing at 311 but it didn't come up in this", "start": 5334.4, "end": 5339.719}, {"text": "particular survey well I think in in the 311 data that you have you're you're", "start": 5339.719, "end": 5344.96}, {"text": "looking at the perspective of people who have had an interaction with 311 on a specific issue whereas here in the", "start": 5344.96, "end": 5351}, {"text": "survey we're talking to all residents in the city uh only 25% of the people that we talked to had uh an interaction with", "start": 5351, "end": 5358.159}, {"text": "the city so we're essentially surveying the 75% of residents who might have perhaps not used something like 311 to", "start": 5358.159, "end": 5365.08}, {"text": "interact with the city so on that note do you know and maybe I'm putting", "start": 5365.08, "end": 5371.32}, {"text": "you on the spot what was happening in the news cycle or just generally in the", "start": 5371.32, "end": 5377.56}, {"text": "broad public discussion about the city that might have informed opinions so perhaps by", "start": 5377.56, "end": 5385.8}, {"text": "contrast as we enter budget discussions and it becomes more prevalent in the news cycle and people are talking about", "start": 5385.8, "end": 5392.639}, {"text": "it at their kitchen table you know that would that would begin to draw interest to those issues but do you", "start": 5392.639, "end": 5399.719}, {"text": "know what was happening at the end of August or September that might have informed people's opinions on this or or", "start": 5399.719, "end": 5405.6}, {"text": "does it not matter I mean it can the new cycle I mean these are perceptions of residents so you know the new cycle can", "start": 5405.6, "end": 5412.96}, {"text": "influence the way that people think about things I think also often times what we might think is really a big deal", "start": 5412.96, "end": 5419.92}, {"text": "in the new cycle a lot of people are focused on the day-to-day of their lives as well so it's really hard to quantify", "start": 5419.92, "end": 5426.08}, {"text": "that I can't say that people aren't paying attention to the new cycle uh I think it can impact the way people think", "start": 5426.08, "end": 5433.08}, {"text": "um but I also think we need to take that sometimes with the grain of salt is not all residents are really engaged with the new cycle all the time so just to", "start": 5433.08, "end": 5440.4}, {"text": "add to that to you chair we recognize that this survey is a point in time survey so part of the interest that we", "start": 5440.4, "end": 5447.8}, {"text": "have as staff is that this provides some foundational information that is complimentary to other data that we", "start": 5447.8, "end": 5453.199}, {"text": "collect which was the intention what don't we see in 311 data but that we want information about so the idea", "start": 5453.199, "end": 5459}, {"text": "moving forward is that we could repeat and and continue to do subsequent point in time surveys that would also help", "start": 5459, "end": 5465.48}, {"text": "address some of the seasonal pieces that Martin's speaking to thank you any other questions of", "start": 5465.48, "end": 5472.28}, {"text": "Staff anyone wishing to speak on this item um seeing none I I do have a very", "start": 5472.28, "end": 5479.639}, {"text": "brief motion I hope folks will find that helpful so I'll ask the clerk to put that up", "start": 5479.639, "end": 5485.92}, {"text": "uh so it's it's a small ask but I think it's important uh and and the city manager did allude to it uh but I put it", "start": 5488, "end": 5494.639}, {"text": "in writing here for the committee uh and this this report will go forward to the", "start": 5494.639, "end": 5500.08}, {"text": "executive committee as part of the pathway but I I'm just going to suggest that um we take a look at the", "start": 5500.08, "end": 5507.76}, {"text": "differences between the 311 and the customer experience data which is all of the different calls that we get into the", "start": 5507.76, "end": 5514.199}, {"text": "3011 system and as I said in my earlier questions you know a lot of people call about garbage bin", "start": 5514.199, "end": 5521.28}, {"text": "Replacements but that wasn't one of the top issues here but conversely I know", "start": 5521.28, "end": 5526.76}, {"text": "water fountains uh came up as really important but we don't necessarily see that in the 311 data and so the question", "start": 5526.76, "end": 5533.239}, {"text": "is why you know what what can we learn from those sorts of things so uh you know hopefully we can have a follow-up", "start": 5533.239, "end": 5538.88}, {"text": "discussion on this once we have a look at it and I would just say more broadly is you know thank you to the city man", "start": 5538.88, "end": 5543.92}, {"text": "manager and and to your team um and thank you to um the the uh the survey um", "start": 5543.92, "end": 5551.719}, {"text": "you know the survey administrators uh I I find this fascinating and I don't recall seeing", "start": 5551.719, "end": 5556.92}, {"text": "something like this in my time at City Hall and I think this is really useful in information and provides valuable", "start": 5556.92, "end": 5563.48}, {"text": "insight to the pulse of the city but also what we need to be thinking about as Council as we make decisions and we", "start": 5563.48, "end": 5570.88}, {"text": "set priorities so uh really uh job well done and I'm really glad that we had a chance to talk about it today uh so um", "start": 5570.88, "end": 5578.719}, {"text": "are there anyone else wishing to speak on it no uh on the amendment all those", "start": 5578.719, "end": 5584.08}, {"text": "in favor any opposed that's carried and on the item is amended all those in", "start": 5584.08, "end": 5589.8}, {"text": "favor any opposed and that is carried thank you uh once", "start": 5589.8, "end": 5595.52}, {"text": "again okay uh we are on to item number SE 6.4", "start": 5596.719, "end": 5604.96}, {"text": "which is the parks forestry and Recreation urban forestry service standards for treat maintenance and", "start": 5604.96, "end": 5610.44}, {"text": "planting request presentation and I will uh welcome the", "start": 5610.44, "end": 5615.719}, {"text": "team from Parks forestry and Recreation to the microphone and invite you to begin as", "start": 5615.719, "end": 5621.84}, {"text": "soon as you're ready", "start": 5621.84, "end": 5625.28}, {"text": "okay uh good afternoon just while we're loading up I will uh quickly introduce myself how Dayton general manager Parks", "start": 5645.76, "end": 5651.639}, {"text": "forestry and Recreation and with me is Kim Sten director of urban forestry and we are really happy to be here today to", "start": 5651.639, "end": 5657.76}, {"text": "bring forward the presentation on the urban forestry branch and its Integrated Service delivery with 311", "start": 5657.76, "end": 5664.44}, {"text": "this presentation's focus is tree maintenance and planning to respond to councelor ansley's motion which was", "start": 5664.44, "end": 5671}, {"text": "presented at the September meeting of the service Excellence committee Toronto's Urban Forest is", "start": 5671, "end": 5678.52}, {"text": "vital green infrastructure critical to quality of life and the city's climate", "start": 5678.52, "end": 5683.92}, {"text": "resilience Toronto's current uh tree canopy cover is 31% is comprised of 11.5", "start": 5683.92, "end": 5691.119}, {"text": "million trees 45% of which are located on public land there is a modest team of", "start": 5691.119, "end": 5697.28}, {"text": "just under 400 staff who undertake urban forestry Service delivery with an annual operating budget in 2024 of 80.5 million", "start": 5697.28, "end": 5706.88}, {"text": "based on the 2008 and 2018 tree canopy studies we have seen a 25% Improvement", "start": 5706.88, "end": 5714.04}, {"text": "on street tree conditions which is one indicator that reflects excellent progress on our service delivery", "start": 5714.04, "end": 5721}, {"text": "goals there are four service areas within urban forestry that helped keep our Urban canopy vital and growing tree", "start": 5721, "end": 5728.679}, {"text": "protection and plan review teams Implement and enforce the city's tree bylaws which regulate tree removal and", "start": 5728.679, "end": 5734.76}, {"text": "injuries and ensure replacement tree planting Forest policy and planning have", "start": 5734.76, "end": 5739.92}, {"text": "oversight on Forest policies standards and strategies and manage communication and data management forestry operations", "start": 5739.92, "end": 5747.76}, {"text": "maintains trees on City Road allowances and public Parkland both reactively and proactively and urban Forest renewal and", "start": 5747.76, "end": 5755.639}, {"text": "Forest and Natural Area management undertakes tree planting and ecological restoration volunteer and incentive", "start": 5755.639, "end": 5762.36}, {"text": "programs and Forest Healthcare and invasive species management urban forestry is integrated", "start": 5762.36, "end": 5769.639}, {"text": "with 311 who provide Frontline customer service for this Branch to support a", "start": 5769.639, "end": 5774.84}, {"text": "full customer service experience urban forestry also has a data management center which provides a second tier", "start": 5774.84, "end": 5780.88}, {"text": "customer service function when required this this graph shows the top 10 service request types created by 311 or Urban", "start": 5780.88, "end": 5787.96}, {"text": "forestries data management center as you would expect with the tree canopy as large as the cities tree tree pruning", "start": 5787.96, "end": 5795.28}, {"text": "and tree emergency cleanup are the biggest component in this top 10 tree planting is the next highest requested", "start": 5795.28, "end": 5802.08}, {"text": "service it is clear to see from these requests that residents of Toronto are certainly interested in and care about", "start": 5802.08, "end": 5808.28}, {"text": "the maintenance and growth of the city's tree canopy both 311 and the urban forestry data Management Center creates", "start": 5808.28, "end": 5815.08}, {"text": "service requests for a variety of the services that urban forestry provides", "start": 5815.08, "end": 5820.4}, {"text": "these service requests create inspections that urban forestry staff conduct to determine what kind of work", "start": 5820.4, "end": 5826.96}, {"text": "is required inspections are required to ensure that the appropriate work is prescribed to the tree and it is", "start": 5826.96, "end": 5833.36}, {"text": "prioritized appropriately once that inspection is complete a work order is generated for specific work as well as a", "start": 5833.36, "end": 5840.76}, {"text": "priority status and I'm now going to turn it over to Kim for the balance the presentation good", "start": 5840.76, "end": 5846.76}, {"text": "afternoon so we will now turn our Focus to the tree maintenance and tree planting uh service areas as directed", "start": 5846.76, "end": 5853.639}, {"text": "for this presentation this slide demonstrates the total work volume over a three-year", "start": 5853.639, "end": 5859.88}, {"text": "period showing uh work orders compared to service requests generated by 311 the", "start": 5859.88, "end": 5866.719}, {"text": "third column in each annual grouping shows the percentage of total work that", "start": 5866.719, "end": 5871.8}, {"text": "is originated as a three 11 service request I will draw your attention to", "start": 5871.8, "end": 5877}, {"text": "two specific areas that demonstrate two different examples of urban forestries", "start": 5877, "end": 5882.04}, {"text": "Integrated Service delivery with 311 tree planting in row one much of the", "start": 5882.04, "end": 5888.52}, {"text": "tree planting work completed by urban forestry is proactively planned just a", "start": 5888.52, "end": 5893.84}, {"text": "small portion of that work is generated by customer request through 311 between 2022 and Q3 of 2024 the", "start": 5893.84, "end": 5903.92}, {"text": "percentage of 311 SRS or service requests compared to Total work is", "start": 5903.92, "end": 5909.84}, {"text": "roughly 7% by comparison storm cleanup that was", "start": 5909.84, "end": 5914.92}, {"text": "referred to as tree emergency Cleanup in the previous slide in row four is highly", "start": 5914.92, "end": 5920.8}, {"text": "reactive for example based on Storms and and extreme weather with many customers", "start": 5920.8, "end": 5926.44}, {"text": "calling 311 for service concurrently you see service requests", "start": 5926.44, "end": 5931.84}, {"text": "compared to Total work as cons consistently higher than 100% for reasons such as 311 receiving multiple", "start": 5931.84, "end": 5938.52}, {"text": "calls on the same issue these service requests are then inspected by staff to", "start": 5938.52, "end": 5943.639}, {"text": "ensure that only one work order is created per", "start": 5943.639, "end": 5948.44}, {"text": "issue this slide now shows the existing service standard for these same five", "start": 5948.84, "end": 5953.92}, {"text": "service request types and the percentage completion rate over the last 3 years as", "start": 5953.92, "end": 5960}, {"text": "you will recall the tree maintenance service area was recently audited in 2021 by Toronto's auditor general this", "start": 5960, "end": 5967}, {"text": "audit was focused on ensuring value for money and meeting efficiencies through improved crew oversight contract", "start": 5967, "end": 5973.28}, {"text": "management and operational productivity through the successful implementation of a number of AG", "start": 5973.28, "end": 5979.639}, {"text": "recommendations concrete improvements in crew oversight contract language and", "start": 5979.639, "end": 5984.84}, {"text": "efficiencies in scheduling work were realized the data in this table and Associated chart shows the direct", "start": 5984.84, "end": 5991.96}, {"text": "correlation between Improvement made across the different service areas and an increase in the percentage completed", "start": 5991.96, "end": 5998.32}, {"text": "within the service standard a few examples of the kinds of efficiency approve improvements include", "start": 5998.32, "end": 6004.88}, {"text": "bundling work by geographic location to reduce driving times improved parked car", "start": 6004.88, "end": 6011.08}, {"text": "relocations so Crews can get to work faster and business transformation with", "start": 6011.08, "end": 6016.28}, {"text": "regard to contract and crew oversight as a final reflection on this slide 2022", "start": 6016.28, "end": 6023.36}, {"text": "saw two significant weather events which impacted the ability to meet service standards because Crews were redeployed", "start": 6023.36, "end": 6030.48}, {"text": "to respond to storm cleanup over proactive pruning and removals 2023", "start": 6030.48, "end": 6036.92}, {"text": "represents the onset of improvements to contract language and that dedicated City staff were used to monitor new unit", "start": 6036.92, "end": 6045}, {"text": "rate and stumping contracts 2024 shows drastic improvement in meeting service", "start": 6045, "end": 6051.08}, {"text": "standards a result of contract technology and operational improvements", "start": 6051.08, "end": 6057.8}, {"text": "combined the next three slides provide a few Keynotes on how tree maintenance and", "start": 6057.8, "end": 6063.119}, {"text": "planting are planned orchestrated and completed as mentioned all service", "start": 6063.119, "end": 6070.199}, {"text": "requests require an inspection prior to the work being conducted this is critical for a few reasons expert staff", "start": 6070.199, "end": 6077.8}, {"text": "determine tree health and update our data inventory they prescribed the appropriate work to ensure Optimal", "start": 6077.8, "end": 6084.36}, {"text": "Health and Longevity of the tree and in many cases our teams also take time to notify residents of work to take place", "start": 6084.36, "end": 6092.36}, {"text": "for example tree planting along um residential streets to allow for engagement and awareness with adjacent", "start": 6092.36, "end": 6099.36}, {"text": "Property Owners there are cases where some requests do not require the work", "start": 6099.36, "end": 6104.679}, {"text": "requested such as request for work which turns out to be a privately owned Tree", "start": 6104.679, "end": 6110.32}, {"text": "in many cases we also receive requests for tree pruning which has already been done to serve a standard and further", "start": 6110.32, "end": 6117.28}, {"text": "work is not required the inspection also provides a clear indication of how urgent the work", "start": 6117.28, "end": 6123.8}, {"text": "needs to be completed to ensure risk mitigation with regard to infrastructure people and", "start": 6123.8, "end": 6130.88}, {"text": "property regarding Logistics as mentioned we plan work based on priority", "start": 6132.04, "end": 6137.599}, {"text": "such as immediate hazards and safety of the general public we bundle work based on the type of cre required for the work", "start": 6137.599, "end": 6144.44}, {"text": "in that geographic area some of the considerations for this work would include such things as tree size uh", "start": 6144.44, "end": 6152.08}, {"text": "consideration for the amount of wood that needs to be removed and supporting uh equipment size like cranes chippers", "start": 6152.08, "end": 6158.8}, {"text": "or truck beds site conditions in Toronto we have a significant number of different street types like on street", "start": 6158.8, "end": 6166.32}, {"text": "parking wide bards that are e either paved or in Turf uh and most forestry", "start": 6166.32, "end": 6172.08}, {"text": "equipment is quite large in size and choosing the correct equipment for the job will allow better accessibility and", "start": 6172.08, "end": 6178.08}, {"text": "safety for workers to conduct the tree work supporting materials also need to be considered to ensure optimal", "start": 6178.08, "end": 6185.119}, {"text": "survivability or restoration after stump removal for future tree planting locations there is also consideration", "start": 6185.119, "end": 6192}, {"text": "for crew size expertise and cost there is different uh varying different", "start": 6192, "end": 6197.32}, {"text": "compositions of crew sizes crane sizes and bucket trucks uh and they all have varying cost", "start": 6197.32, "end": 6203.44}, {"text": "costs as part of the implementation of the auditor General's recommendations ensuring we are making the most", "start": 6203.44, "end": 6209.119}, {"text": "efficient use of time for the cost we are paying is also a strong", "start": 6209.119, "end": 6214.44}, {"text": "consideration so this slide just gives you a bit of a sense of the different", "start": 6214.44, "end": 6219.48}, {"text": "equipment that is required for the different uh uh phases of", "start": 6219.48, "end": 6225.32}, {"text": "work so topping which is uh in plain language uh removing the branches um or", "start": 6225.32, "end": 6231.199}, {"text": "the top of the tree uh is typically completed with the knuckle boom Crane and bucket trucks in addition to these", "start": 6231.199, "end": 6237.28}, {"text": "two cranes there are supporting equipment such as chippers um and other", "start": 6237.28, "end": 6242.639}, {"text": "trucks required to bring the uh uh tree uh components back to yard facilities", "start": 6242.639, "end": 6248.48}, {"text": "when they're full stemming also known as removing the trunk of the tree um is", "start": 6248.48, "end": 6254.92}, {"text": "done again with two different types of cranes and supporting equipment uh these typically could involve mobile cranes", "start": 6254.92, "end": 6261.119}, {"text": "bucket trucks and again trucks for wood removal uh we also use chippers for", "start": 6261.119, "end": 6266.199}, {"text": "brush and small diameter wood in this step stumping the equipment for stumping", "start": 6266.199, "end": 6272.119}, {"text": "includes two trucks uh one that Towes uh the equipment um and then space in the", "start": 6272.119, "end": 6278.04}, {"text": "in the back of the truck uh for the materials that are", "start": 6278.04, "end": 6282.8}, {"text": "produced and finally planting this is just an example of a truck that includes all of the components uh required for", "start": 6283.28, "end": 6290.56}, {"text": "successful tree planting including soil the trees steaks and Mulch and the bottom of the slide shows", "start": 6290.56, "end": 6297.28}, {"text": "the seasonality of our operation topping and stemming can occur year round", "start": 6297.28, "end": 6302.36}, {"text": "stumping generally is a three season operation pausing only when winter conditions such as heavy snow or ice are", "start": 6302.36, "end": 6308.84}, {"text": "present and tree planting only occurs in Spring and fall but our teams spend summer and winter planning and", "start": 6308.84, "end": 6315.88}, {"text": "undertaking notifications and engagement I'll now pass it back to hoe", "start": 6315.88, "end": 6323.44}, {"text": "thanks Kim as a result of contract technology and operational improvements driven by the auditor General's", "start": 6323.92, "end": 6330.199}, {"text": "recommendations tree maintenance and planting service standards success is turning positive over a three-year", "start": 6330.199, "end": 6335.76}, {"text": "period good quality service both on trees and for Toronto customers is imperative to maintain and grow a", "start": 6335.76, "end": 6341.56}, {"text": "healthy Urban forest and meet City council's Target of a 40% canopy covered by 2050 continuous Improvement is", "start": 6341.56, "end": 6349.04}, {"text": "required to ensure the significant work volumes across all service areas are completed to current service standards", "start": 6349.04, "end": 6355.239}, {"text": "in 2024 we reported to infrastructure and environment committee with respect to the commencement of a quality service", "start": 6355.239, "end": 6361}, {"text": "pilot and an upcoming review of our service standards and processes staff qualifications and Industry best", "start": 6361, "end": 6367.239}, {"text": "practices this information is discussed in more detail on the next slide work in 2025 will include a", "start": 6367.239, "end": 6375}, {"text": "significant review of existing tree and park tree maintenance programs with a recommended framework for improvements", "start": 6375, "end": 6381.119}, {"text": "taking into consideration a best practices scan of other jurisdictions as", "start": 6381.119, "end": 6386.36}, {"text": "requested by the infrastructure and environment committee we will be reviewing resources staff qualifications", "start": 6386.36, "end": 6391.44}, {"text": "and the training programs currently in place a focused engagement plan around the service standards with both with", "start": 6391.44, "end": 6398.04}, {"text": "both industry experts and the general public will take place and provide input into the overall framework for", "start": 6398.04, "end": 6404.4}, {"text": "improvements the report back in Q3 2025 to IEC will also include the results of", "start": 6404.4, "end": 6410.76}, {"text": "the service quality pilot and review of the existing Service delivery model insourcing or Outsourcing as well as", "start": 6410.76, "end": 6418.32}, {"text": "recommendations on best pract the best approach to move forward final Point urban forestry is transitioning um to", "start": 6418.32, "end": 6425.8}, {"text": "the environment and climate division on January 1st and this will allow us to continue to build on the progress and", "start": 6425.8, "end": 6432.84}, {"text": "improvements we have made that concludes our presentation and we're happy to take any", "start": 6432.84, "end": 6439.239}, {"text": "questions thank you and if you bear with me for moment for the screen to turn over", "start": 6439.239, "end": 6445.239}, {"text": "I'll check and see uh any questions of staff on this item councilor", "start": 6445.239, "end": 6451.4}, {"text": "rley thank you uh through you Mr chair um so in the one slide it says you have", "start": 6451.4, "end": 6457.239}, {"text": "384 full-time employee positions how many um full-time contract positions do", "start": 6457.239, "end": 6464.32}, {"text": "you utilize through the chair uh through forestry operations currently", "start": 6464.32, "end": 6471.44}, {"text": "approximately 80 % of the work conducted is through contractors leaving", "start": 6471.44, "end": 6476.56}, {"text": "approximately 20% for staff so sorry you have 384 fulltime so", "start": 6476.56, "end": 6484.44}, {"text": "that's 20% so 384 is um full-time staff across all of urban forestry within", "start": 6484.44, "end": 6491.92}, {"text": "urban forestry operations which is roughly a third of that uh those staff", "start": 6491.92, "end": 6497.679}, {"text": "represent about 20% of of uh the work that is completed uh with regard to", "start": 6497.679, "end": 6502.88}, {"text": "forestry operations so sorry in the slide deck you have 384 full-time employee", "start": 6502.88, "end": 6509.48}, {"text": "positions is that City staff and contractors through through the chair for clarification the 384 full-time", "start": 6509.48, "end": 6516.639}, {"text": "employee positions are City staff working in both uh Kim's area um policy", "start": 6516.639, "end": 6523.36}, {"text": "uh Environ uh invasive species management as well is Forest reoperation which is Carly hins area which takes", "start": 6523.36, "end": 6529.92}, {"text": "care of the pruning and uh tree removal okay so how many sorry I'm going", "start": 6529.92, "end": 6535.96}, {"text": "to try this again so how many contract positions are we using through the sorry through the", "start": 6535.96, "end": 6542.52}, {"text": "chair I don't know if we have the number of contract staff we would know how many contracts we have in place um which uh", "start": 6542.52, "end": 6551.04}, {"text": "are responsible for about 80% of the work performed by urban", "start": 6551.04, "end": 6557.8}, {"text": "forestry okay and then I'm I guess I'm still trying to understand I don't know", "start": 6557.8, "end": 6563.08}, {"text": "who this goes to so we do topping", "start": 6563.08, "end": 6568.8}, {"text": "stemming which from the slide deck it looks like City staff and then stumping", "start": 6568.8, "end": 6574.199}, {"text": "and planting is done by contract according to the pictures in the slide", "start": 6574.199, "end": 6580.199}, {"text": "deck why and I guess I'm trying to understand why when we take a tree down", "start": 6580.199, "end": 6585.719}, {"text": "on a City Boulevard for example you wouldn't do the topping stemming and stumping all at the same time so through", "start": 6585.719, "end": 6592.84}, {"text": "the chair just for uh clarification both contract and City Crews undertake the", "start": 6592.84, "end": 6599.08}, {"text": "different uh phases of work counselor that you're referring to on the slide in our", "start": 6599.08, "end": 6604.119}, {"text": "presentation um with regard to why we don't do topping stemming and stumping", "start": 6604.119, "end": 6610.32}, {"text": "all on one visit uh is is related to uh a number of reasons one is the way that", "start": 6610.32, "end": 6615.52}, {"text": "our contracts uh are set up um it is within regard to how much different", "start": 6615.52, "end": 6622.92}, {"text": "equipment would be required to take up space on a street to undertake that work", "start": 6622.92, "end": 6629.639}, {"text": "as well as uh just the different uh uh materials uh that would need to be brought to each site uh through uh start", "start": 6629.639, "end": 6637.84}, {"text": "to finish of a tree being removed through dist stumping so and is that mandated by", "start": 6637.84, "end": 6643.639}, {"text": "Council that that mix is done that way no the uh current contract configuration", "start": 6643.639, "end": 6649}, {"text": "is a reflection of some of the auditor general recommendations to make our contracts uh more accessible", "start": 6649, "end": 6656.719}, {"text": "to the arboricultural industry u meaning that we could break up contracts by um", "start": 6656.719, "end": 6663.119}, {"text": "Service uh service type uh also just related to to some of the some of the", "start": 6663.119, "end": 6668.239}, {"text": "contract staff um just having different uh different Specialties um for those", "start": 6668.239, "end": 6674.48}, {"text": "different types of and Equipment associated with that for those different types of", "start": 6674.48, "end": 6680.239}, {"text": "service okay and then the completion rate chart", "start": 6680.28, "end": 6685.96}, {"text": "how how many per I'll give the example of tree stumping how many um calls get", "start": 6685.96, "end": 6693.239}, {"text": "missed do you have any idea how many calls you have to go back and do and I ask that because for example in my ward", "start": 6693.239, "end": 6701.56}, {"text": "throughout my ward on almost a lot of streets I will say that I can walk", "start": 6701.56, "end": 6707.28}, {"text": "around and see a stump on the Boulevard and I will knock on the homeowner's door", "start": 6707.28, "end": 6712.84}, {"text": "and ask you know did you cut the tree down or what happened and they'll say no", "start": 6712.84, "end": 6717.92}, {"text": "the city cut the tree down and I'll ask them you know to me that's an old looking stump on your Boulevard how long", "start": 6717.92, "end": 6725.119}, {"text": "ago was that done and the common answer I get is three to five", "start": 6725.119, "end": 6731}, {"text": "years and I believe in your presentation you said tree stumping was done this", "start": 6731, "end": 6736.84}, {"text": "chart says the service standard is eight months and I believe there was something", "start": 6736.84, "end": 6743.159}, {"text": "referred to as three years and I'm trying to understand how often that service standard doesn't get", "start": 6743.159, "end": 6750.8}, {"text": "met so through the chair um thank you counselor you've definitely hit an area", "start": 6750.8, "end": 6756.079}, {"text": "where uh urban forestry is and consistently does experience a backlog", "start": 6756.079, "end": 6761.4}, {"text": "uh so with regard to stumping there are a few reasons why um uh we we were not", "start": 6761.4, "end": 6767.36}, {"text": "hitting and we have continuous Improvement to do to hit service targets for stumping", "start": 6767.36, "end": 6773.239}, {"text": "um uh a few of those reasons include changing our contract uh framework uh", "start": 6773.239, "end": 6779.159}, {"text": "over the last 3 years um there could be uh troubles with with uh with that", "start": 6779.159, "end": 6785.32}, {"text": "results in some some difficulties with the scheduling as well but moving forward and with regard to the customer", "start": 6785.32, "end": 6791.84}, {"text": "service experience uh we are slowly uh uh narrowing down the the current", "start": 6791.84, "end": 6798.76}, {"text": "service backlog uh and through the 2025 budget um we we're looking to to catch", "start": 6798.76, "end": 6804.199}, {"text": "up um and minimize that backlog as much as possible uh to improve that response", "start": 6804.199, "end": 6809.44}, {"text": "and meeting of the service standard so how many sites are on backlog last question so according to", "start": 6809.44, "end": 6817.199}, {"text": "the stats that I have in front of me um we currently have as of November 5th", "start": 6817.199, "end": 6824.32}, {"text": "2024 uh about uh 9,500 stumps to complete", "start": 6824.32, "end": 6832.8}, {"text": "and that is that is an improvement from the beginning of", "start": 6833.04, "end": 6837.119}, {"text": "2024 any uh further questions from other members of the", "start": 6838.44, "end": 6844.04}, {"text": "committee councelor Angie did you get everything you", "start": 6844.079, "end": 6848.56}, {"text": "need um I'm I got I guess I got as best as I'm gonna get thank you okay uh any", "start": 6849.88, "end": 6856.48}, {"text": "members wishing to speak seeing none", "start": 6856.48, "end": 6863}, {"text": "um I will just say uh I will move um to", "start": 6863, "end": 6868.8}, {"text": "receive uh and just express my thanks for coming today and for the presentation and also the recognition", "start": 6868.8, "end": 6875.28}, {"text": "that the the service delivery success has trended in such a positive manner", "start": 6875.28, "end": 6883}, {"text": "and uh I think that's a reflection of of uh hard work um a response to the", "start": 6883, "end": 6888.36}, {"text": "auditor General's uh advice to us and also the team uh because it's people that are out in", "start": 6888.36, "end": 6894.639}, {"text": "the field that are actually doing the work uh to bring those to catch up all those service standards so thank you uh", "start": 6894.639, "end": 6901.199}, {"text": "on the receipt all those in favor any opposed that", "start": 6901.199, "end": 6906.239}, {"text": "carries okay um SE 6.5 transportation services service", "start": 6906.239, "end": 6913.92}, {"text": "Excellence uh we do have a presentation I see the team coming together", "start": 6913.92, "end": 6921.158}, {"text": "we'll begin in just a moment once uh there's a technology turnover here", "start": 6925.96, "end": 6932.44}, {"text": "here we are welcome thank you very much for the opportunity to present today on just a", "start": 6956.8, "end": 6963.48}, {"text": "couple of our service standards and uh some of the things we're proud of and a number of things that we are definitely", "start": 6963.48, "end": 6969.04}, {"text": "in a state of continuous Improvement uh I'm Barbara gray I'm the general manager of transportation services and I'm", "start": 6969.04, "end": 6974.719}, {"text": "joined today by Vince fataa who's the director of operations and maintenance and Mike Barnett who's the director of", "start": 6974.719, "end": 6980.599}, {"text": "our business performance unit okay next slide so first a couple of uh", "start": 6980.599, "end": 6987.159}, {"text": "knits and ticks about our agenda today um I had just have a few slides but we're going to talk a little bit about", "start": 6987.159, "end": 6993.44}, {"text": "uh transportation services our mission vision and principles uh focus on two areas of service requests that um are", "start": 6993.44, "end": 7001.28}, {"text": "really very frequently used and quite popular uh the service requests not the actual uh impact so that's the boulevard", "start": 7001.28, "end": 7008.32}, {"text": "damage service standards and performance related to snow uh and our pothole service standards and performances and", "start": 7008.32, "end": 7015.44}, {"text": "then uh talk a little bit about some additional programs and service improvements that we're making and then lastly focus on a request that councelor", "start": 7015.44, "end": 7021.92}, {"text": "Ansley made of us in September at this committee about uh inquiring whether our", "start": 7021.92, "end": 7027.28}, {"text": "systems our old system of tmms and Maximo uh is seamlessly integrated or if", "start": 7027.28, "end": 7032.639}, {"text": "there are issues there that need to be addressed so our mission Vis vision and", "start": 7032.639, "end": 7039.44}, {"text": "principles are really rooted in moving people so in our mission uh connecting people with the places activities and", "start": 7039.44, "end": 7045.84}, {"text": "communities they value uh in our vision is about keeping people uh and Community", "start": 7045.84, "end": 7051.159}, {"text": "safe uh while they go about their daily routines or get to special events and then our principles of safe um excuse me", "start": 7051.159, "end": 7059.719}, {"text": "safe healthy communities Quality Service access for everyone and resilient Solutions is around how we organize our", "start": 7059.719, "end": 7065.8}, {"text": "work and try to create high quality services that increase access for everyone uh the other principle we", "start": 7065.8, "end": 7072.239}, {"text": "organize our work around is on resilience so whether that's using Greener Technologies or a more", "start": 7072.239, "end": 7078.04}, {"text": "coordinated approach to maintaining our infrastructure uh we try to get better every every uh every year in our", "start": 7078.04, "end": 7085.199}, {"text": "programs um and try to have resilience Solutions so we developed this Mission Vision and principles as part of the", "start": 7085.199, "end": 7091.079}, {"text": "work we undertook a number of years ago now about seven years ago when we reorganized our division uh and we use", "start": 7091.079, "end": 7097.04}, {"text": "them to help provide more consistent Service delivery across the city", "start": 7097.04, "end": 7102.52}, {"text": "now over the past two years transportation services has created a working group with our partners at 311", "start": 7102.52, "end": 7108.44}, {"text": "and the customer experience division to help better integrate our work and improve our overall communication and", "start": 7108.44, "end": 7114.239}, {"text": "consistent service for the public so this collaboration was really born out of the winter 2021 22 experiences and", "start": 7114.239, "end": 7121.96}, {"text": "the fact that we were moving to Maximo a new technology system for our Frontline teams and we knew that there were going", "start": 7121.96, "end": 7127}, {"text": "to be many challenges that we thought would be made better by having constant and frequent uh problem solving sessions", "start": 7127, "end": 7134}, {"text": "with our partners at 311 and uh what we also found through these meetings uh was", "start": 7134, "end": 7139.159}, {"text": "that there were a number of issues that were impacting our service delivery and they uh encouraged us to do a deeper", "start": 7139.159, "end": 7146.44}, {"text": "dive into our problem codes with 311 to make sure they were clear consistent and not duplicative we also found upon", "start": 7146.44, "end": 7153.88}, {"text": "review that not all service requests were going to the right division so that can result in time wasted as issues get", "start": 7153.88, "end": 7159.76}, {"text": "passed back and forth between divisions for for example until this year when people called in with an issue with a", "start": 7159.76, "end": 7164.88}, {"text": "catch Basin the SR would come to transportation services instead of going to Toronto water which is the team that", "start": 7164.88, "end": 7170.76}, {"text": "typically reviews assesses and addresses those requests uh as part of this work we also", "start": 7170.76, "end": 7176.159}, {"text": "did a review of our service levels and a significant update to our knowledge base and key messages for the public so we", "start": 7176.159, "end": 7182.4}, {"text": "wanted to make sure that when a 311 customer service representative answered a call about winter Services they were", "start": 7182.4, "end": 7188.52}, {"text": "sharing a clear and consistent message about what to expect from our current service so that that requires us to", "start": 7188.52, "end": 7194.04}, {"text": "update the knowledge base and we worked to do that over the past couple of years with 311 so this collaboration has been", "start": 7194.04, "end": 7199.84}, {"text": "really valuable uh we continue to meet I think it's every two to three weeks and it's resulted in a great Improvement in", "start": 7199.84, "end": 7205.92}, {"text": "how we manage SRS and how we can provide a thoughtful and effective customer interaction more consistently and it's", "start": 7205.92, "end": 7211.84}, {"text": "also led to as I mentioned the knowledge of some things that really need to be fixed and so we've uh We've embarked on", "start": 7211.84, "end": 7217.84}, {"text": "that uh with real Focus over the past year and so I want to talk a little bit about that in the upcoming slides so I'm", "start": 7217.84, "end": 7225.079}, {"text": "going to do a bit of a dive into Boulevard damage first and then pothole repair so I know counselors that your", "start": 7225.079, "end": 7231.639}, {"text": "offices get these calls as well really all year round but mostly after a snow event Where the Sidewalk plow damages", "start": 7231.639, "end": 7238.32}, {"text": "the sod the sidewalk or other structures in the boulevard area uh a few common reasons for more instances of damage to", "start": 7238.32, "end": 7245.28}, {"text": "occur include when the ground is soft as a result of higher than normal winter temperatures and then if that's the case", "start": 7245.28, "end": 7251.76}, {"text": "which certainly happened in 2023 uh any variation that the plow takes from the sidewalk path can result", "start": 7251.76, "end": 7258.079}, {"text": "in damage to the boulevard to the grass and thead and it happens more frequently", "start": 7258.079, "end": 7263.28}, {"text": "even uh if there's no windro that is exists from a previous storm because many times the sidewalk plow operators", "start": 7263.28, "end": 7269.36}, {"text": "go out overnight and it's very dark out and if there's no windro from a previous storm it's very hard to see where the", "start": 7269.36, "end": 7275.04}, {"text": "sidewalk uh exists the current service level allows for nearly a year from the data", "start": 7275.04, "end": 7281.36}, {"text": "Boulevard damage Sr is received until the repair is to be completed about 360", "start": 7281.36, "end": 7286.599}, {"text": "days and most of the reason for this long timeline is that the plow damage must be addressed by The Entity who", "start": 7286.599, "end": 7292.76}, {"text": "caused it so if the contractor causes the damage in your ward counselor then they have to fix it um and and that's", "start": 7292.76, "end": 7299.679}, {"text": "there and there's a claim that's usually F filed against them uh contractors do this work in the spring and the summer", "start": 7299.679, "end": 7305.88}, {"text": "when the sod is available to fix the the impact and also when the sod has more", "start": 7305.88, "end": 7310.92}, {"text": "likelihood of growing back back normally during the warmer weather so you may get the uh service request as a staffer", "start": 7310.92, "end": 7317.119}, {"text": "assigned in January when the damage happens but the resolution may happen many months later and I know that that can be that's been a challenge for us in", "start": 7317.119, "end": 7323.56}, {"text": "trying to figure out how to sort that out so I'm going to move on to some", "start": 7323.56, "end": 7328.719}, {"text": "numbers uh this chart shows the number of winter Boulevard damage service requests that have been completed each", "start": 7328.719, "end": 7335.48}, {"text": "year since 2020 and I want to draw your attention to 2023 I did a bit of a a workup to that right and talking about", "start": 7335.48, "end": 7341.92}, {"text": "it was an unseasonably warm year uh we had a lot a lot of of plow damage uh", "start": 7341.92, "end": 7348.119}, {"text": "service requests and um we believe this is an anomaly and I'll tell you why uh", "start": 7348.119, "end": 7354.04}, {"text": "in addition to the temperature conditions in 2023 it was also the first year of our", "start": 7354.04, "end": 7360.239}, {"text": "new winter contracts so when the new vendors were learning their new beats and service areas uh they they didn't", "start": 7360.239, "end": 7367.599}, {"text": "have familiarity because a lot of the contractors who had done winter service before didn't necess necessarily uh", "start": 7367.599, "end": 7373.32}, {"text": "weren't necessarily doing that winter service in the same wards that they had delivered the service in previously in", "start": 7373.32, "end": 7378.679}, {"text": "some cases they may had done um have done different infrastructure types so not necessarily uh the same as as doing", "start": 7378.679, "end": 7386.079}, {"text": "sidewalks so they had to learn those new beats and service areas and so there was an impact there it was also the first", "start": 7386.079, "end": 7392.44}, {"text": "year where our new in-house sidewalk snow clearing program was fully operational so we had staff our light", "start": 7392.44, "end": 7399.199}, {"text": "equipment operators who came over to operate the small sidewalk Plows in many of the uh Wards in Toronto e York uh", "start": 7399.199, "end": 7406.239}, {"text": "which allowed us to clear an additional 1300 kilm of sidewalk but they were also new and the equipment was new and it", "start": 7406.239, "end": 7412.679}, {"text": "definitely led to more service requests uh that year than in other years this this chart also shows an", "start": 7412.679, "end": 7419.639}, {"text": "example of a retired Sr code we stopped using the code roadside plow damage uh", "start": 7419.639, "end": 7425.96}, {"text": "recently as we found it to be redundant with Road plow damage and very confusing to everyone which which of course causes", "start": 7425.96, "end": 7432.44}, {"text": "more time when things get sorted out the two codes made sense in previous contract iterations because we did have", "start": 7432.44, "end": 7438.36}, {"text": "different contractors that were doing the road and the sidewalk and so we had to differentiate between the two for the", "start": 7438.36, "end": 7443.679}, {"text": "claims but now that the contractor is responsible for every uh infrastructure in that zone uh today it's no longer", "start": 7443.679, "end": 7451.239}, {"text": "necessary and so that's an example of a service uh an Sr code that we've", "start": 7451.239, "end": 7458}, {"text": "eliminated okay so this chart the next one shows the information as a percentage of SRS closed on time 2023", "start": 7458.719, "end": 7467.199}, {"text": "also shows up here as an anomaly this was the year where operations and maintenance transitioned from tmms to", "start": 7467.199, "end": 7474.28}, {"text": "Maximo which led to slower lookup times and response as the staff were on a learning curve onm was also the first", "start": 7474.28, "end": 7481.159}, {"text": "section in transportation services to be on boarded to Maximo and multiple issues impacted reporting including how to", "start": 7481.159, "end": 7487.8}, {"text": "properly complete all of the steps required to close out a service request in the newogam program again we have", "start": 7487.8, "end": 7493.719}, {"text": "done a very focused training of Staff over the last year to eliminate this issue and uh we have seen a significant", "start": 7493.719, "end": 7501}, {"text": "Improvement um also business needs and requirements were still being developed and customized to meet our operational", "start": 7501, "end": 7506.96}, {"text": "needs in Maximo and this work continues today it's a very live uh engagement that we have with our staff and the new", "start": 7506.96, "end": 7514.239}, {"text": "technology and uh until 20 until March of 2023 our winter vendors were not on", "start": 7514.239, "end": 7520.92}, {"text": "boarded to Max they are now but previously they had to do all their service requests uh manually they had to", "start": 7520.92, "end": 7526.92}, {"text": "be transmitted manually via email from us to the contractor to be able to address that uh and again that took more", "start": 7526.92, "end": 7534.199}, {"text": "time uh and created a bit more confusion but now they are fully on board it to Maximo so they see what we see in terms", "start": 7534.199, "end": 7539.679}, {"text": "of where those locations are and they can go and address them more", "start": 7539.679, "end": 7544.199}, {"text": "expeditiously one okay uh I'm going to continue on through", "start": 7545.719, "end": 7551.239}, {"text": "the whole presentation okay thank you so now we're going to transition to potholes uh as we've talked about before", "start": 7551.239, "end": 7556.8}, {"text": "at this committee I believe uh 70% of all of our potholes are proactively repaired through our service maintenance", "start": 7556.8, "end": 7562.88}, {"text": "patrols so when our staff go out and do their required minimum maintenance patrols they uh log uh service requests", "start": 7562.88, "end": 7570.8}, {"text": "and um and complete them 20% are reported by the public through 311 and", "start": 7570.8, "end": 7576.159}, {"text": "the remaining 10% are work orders that are created uh by our maintenance team", "start": 7576.159, "end": 7582.4}, {"text": "so our field investigators Patrol the roads consistent with the provincial minimum maintenance standards uh for", "start": 7582.4, "end": 7588.4}, {"text": "expressways they Patrol three times every seven days arterials are two times every seven days collectors once every", "start": 7588.4, "end": 7595.84}, {"text": "two weeks and the locals they Patrol once a month the field investigators", "start": 7595.84, "end": 7601.559}, {"text": "respond to 311 generated pothole service requests as well as self-identify and", "start": 7601.559, "end": 7607.4}, {"text": "create pothole work orders when they are on patrol and in addition to the Daily pot repair our crews also conduct", "start": 7607.4, "end": 7613.239}, {"text": "pothole blitzes on weekends where they can resolve and close as many 311 generated pothole service requests as", "start": 7613.239, "end": 7618.52}, {"text": "possible in a relatively short amount of time and typically at times when there's not as much traffic ingestion uh so that", "start": 7618.52, "end": 7624.96}, {"text": "they're able to move around the city a little easier so next slide thank you currently", "start": 7624.96, "end": 7631.239}, {"text": "uh one of the things that we learned in doing sort of this deep dive not only on our pothole program but also with our", "start": 7631.239, "end": 7637.119}, {"text": "partners at 311 is that there was really only one service standard recorded for potholes and that was 4 days so no", "start": 7637.119, "end": 7643.559}, {"text": "matter the road classification if it was on expressway or local Road it was a 4-day uh service request uh that clearly", "start": 7643.559, "end": 7651.239}, {"text": "hadn't been reviewed in many years it was not consistent with what we have in the budget which is a more varied uh", "start": 7651.239, "end": 7657.32}, {"text": "approach to that and also not consistent or aligned with the provincial minimum maintenance standards which ranges from", "start": 7657.32, "end": 7662.92}, {"text": "4 to 30 days for pothole maintenance depending on the classification of the", "start": 7662.92, "end": 7668}, {"text": "road so we initiated a review in early 2024 and we will be bringing a revised", "start": 7668, "end": 7673.599}, {"text": "service standard approach through the budget process this coming year in 25 and that approach will more closely", "start": 7673.599, "end": 7678.92}, {"text": "align or beat the provincial service standard uh we will we've also been", "start": 7678.92, "end": 7684.04}, {"text": "working uh in in the back end to ensure that information in transportation like", "start": 7684.04, "end": 7690.159}, {"text": "what roads have what classifications because that will become very important when we when we make this shift is", "start": 7690.159, "end": 7695.679}, {"text": "seamlessly tied into the Maximo system so that uh the appropriate service level can be assigned when uh when a pothole", "start": 7695.679, "end": 7702.679}, {"text": "comes in and that we can track performance against that so we plan to have the new system live of all goes as", "start": 7702.679, "end": 7708.679}, {"text": "planned uh by third quarter of 2025 so next uh to the numbers so this", "start": 7708.679, "end": 7714.44}, {"text": "chart shows the pole repair numbers by location by year a couple things to note here the 2021 numbers were impacted by", "start": 7714.44, "end": 7722.599}, {"text": "high staff vacancies which went from we had 20% Frontline vacancies in 2020 to", "start": 7722.599, "end": 7728.32}, {"text": "49% at the beginning of 2023 and now with concerted effort to hire we have a 10% vacancy rate so I think you're going", "start": 7728.32, "end": 7735.079}, {"text": "to be seeing uh we are certainly putting it import importance on keeping our Frontline positions filled because it", "start": 7735.079, "end": 7741.32}, {"text": "has a direct impact on our ability to get the work done 2021 also saw many competing priorities for Frontline staff", "start": 7741.32, "end": 7748.199}, {"text": "such as the pandemic programs of active to Cafe to and curb to which reduced the amount of time spent on pothole repair", "start": 7748.199, "end": 7755.4}, {"text": "2022 was the first full year of the refreshed 311 mobile app which gave customers more access to easier you know", "start": 7755.4, "end": 7762.28}, {"text": "take a picture and send it into 311 so we saw um many more pothole service", "start": 7762.28, "end": 7767.32}, {"text": "requests in that year in 2024 we changed our practices to more proactively filled", "start": 7767.32, "end": 7772.88}, {"text": "Pro holes in equity deserving communities who traditionally may be less comfortable contacting the city for", "start": 7772.88, "end": 7778.239}, {"text": "services and uh this is reflected in the lower numbers of service requests but the higher numbers of closed potholes so", "start": 7778.239, "end": 7785.119}, {"text": "we uh we did things more proactively in 2024 in many more neighborhoods of the city than we have previously and then", "start": 7785.119, "end": 7792}, {"text": "with the warmer winter in 2024 we also leveraged our in-house sidewalk snowplow operators to fill potholes in January", "start": 7792, "end": 7798.719}, {"text": "February and March which are traditionally months we don't do pothole blitzes uh but we did this", "start": 7798.719, "end": 7805.28}, {"text": "year so uh this is the percentage of pothole service requests closed on time", "start": 7805.28, "end": 7811.84}, {"text": "uh this one might be a little tricky so I assume we'll have some questions about it but I'm going to try to make it as clear as I possibly can so prior to 2023", "start": 7811.84, "end": 7819}, {"text": "and before our comprehensive pothole service review staff were applying a different approach on when to close and", "start": 7819, "end": 7825.76}, {"text": "a service request for a pothole they would close it when the field investigator inspected the area and made", "start": 7825.76, "end": 7831.48}, {"text": "it safe not necessarily when the pothole was fully repaired this is because the field investigators may not have the", "start": 7831.48, "end": 7837.559}, {"text": "materials or the equipment to perform a permanent repair so before closing the SR they would create another one for", "start": 7837.559, "end": 7843.639}, {"text": "repair that went to the appropriate crew and that second service request was assigned a completion timeline much", "start": 7843.639, "end": 7849.88}, {"text": "longer timeline of 90 days and that contributed to the higher response rates in 2020 2021 and 2022 so", "start": 7849.88, "end": 7858.36}, {"text": "this issue was identified as part of our work with 311 and the subsequent service review is one of the reasons we're", "start": 7858.36, "end": 7863.8}, {"text": "bringing a revised service standard proposal by Road classification in 25 and we anticipate that our revised", "start": 7863.8, "end": 7869.96}, {"text": "service standard will be somewhere between 4 and 21 days this chart also shows the growing pains in onboarding", "start": 7869.96, "end": 7876.36}, {"text": "the new Maximo system and the integration into 311 Salesforce and there are are still ongoing issues with", "start": 7876.36, "end": 7882.8}, {"text": "the reporting so for example there's a feature in the 311 app that allows the pothole to be identified by the person", "start": 7882.8, "end": 7888.84}, {"text": "who's calling in it is a priority one issue so a significant safety issue this then gets assigned a 24-hour service", "start": 7888.84, "end": 7895.679}, {"text": "level response up to half of all the pothole service requests being logged through the app are being identified as", "start": 7895.679, "end": 7902.32}, {"text": "Priority One so that's a question of educating people about what that safety request is for because not every pothole", "start": 7902.32, "end": 7910}, {"text": "is a safety issue uh and what I think what happens is the field investigators then go out there", "start": 7910, "end": 7915.48}, {"text": "they investigate those uh those pothole requests and the safety impact and they find that they are should not be a", "start": 7915.48, "end": 7921.76}, {"text": "priority One status and it it leads to less efficiency in them being able to plan their routes um and find out that", "start": 7921.76, "end": 7929}, {"text": "they're uh they're not emergencies when they get there so despite these issues", "start": 7929, "end": 7934.559}, {"text": "with reporting and many of the changes that we are now uh underway and making the increase in staffing has resulted in", "start": 7934.559, "end": 7940.88}, {"text": "our highest number of potholes repaired in The Last 5 Years so about 254,000 as", "start": 7940.88, "end": 7946}, {"text": "of November 12th and and also as I mentioned the wormer weather in 24 meant we got to do more pothole blitzes we", "start": 7946, "end": 7952.88}, {"text": "also took a snapshot of our Sr responses between October and November of this year and found that 94% of all properly", "start": 7952.88, "end": 7960.719}, {"text": "reported pothole SRS were being completed within the appropriate service timelines which compares to those", "start": 7960.719, "end": 7966.8}, {"text": "inaccurately logged as Priority One where there was a 30% ontime response to the 24-hour timeline so we really in", "start": 7966.8, "end": 7973.28}, {"text": "doing this deep dive on the codes and the service request standards we've really found issues that need to be fixed and we've gone ahead to fix them", "start": 7973.28, "end": 7980.04}, {"text": "and some of those will have to come to council for consideration as part of the budget which we will bring in", "start": 7980.04, "end": 7986.52}, {"text": "25 um I I've covered most of this uh training we're doing that we are", "start": 7987.199, "end": 7993.199}, {"text": "aligning our service standards we want to make sure that staff have a consistent and predictable method of", "start": 7993.199, "end": 7998.28}, {"text": "addressing our SRS um and and uh I think oh I just wanted to also note", "start": 7998.28, "end": 8006}, {"text": "that uh the impacts of traffic ingestion also impact our maintenance abilities and we've addressed this through weekend", "start": 8006, "end": 8011.639}, {"text": "pothole blitzes but we know that blitzes while they are very effective do result in increased delivery costs and so", "start": 8011.639, "end": 8018.04}, {"text": "ideally we would you know we would be able to do our work uh during during regular hours and finally as I mentioned", "start": 8018.04, "end": 8025.679}, {"text": "a couple of times already the importance of keeping our Frontline positions filled and making sure the competing priorities do not have an outsized", "start": 8025.679, "end": 8032.04}, {"text": "impact on our important important maintenance activities um hold on", "start": 8032.04, "end": 8040.92}, {"text": "here uh I just so in terms of continuous Improvement as I mentioned we continue", "start": 8041.92, "end": 8047.28}, {"text": "to meet with this Maxima working group uh we continue to get direct feedback from our Frontline staff to find out", "start": 8047.28, "end": 8053.36}, {"text": "when other things emerge and how we can fix them and we're actioning those we're cleaning up old data so that we can", "start": 8053.36, "end": 8058.76}, {"text": "improve our data accuracy and making sure that the dashboard that we've created that shows SRS and has really", "start": 8058.76, "end": 8065.04}, {"text": "good tools for staff to be able to understand where they are and um when they need to be addressed is being used", "start": 8065.04, "end": 8072.239}, {"text": "consistently H we've also created a standard operating procedure to make sure that our staff can be consistently", "start": 8072.239, "end": 8078}, {"text": "trained and tracked delivery against that standard one of the other things that we", "start": 8078, "end": 8085.079}, {"text": "did this year was We analyzed where pothole uh po potholes were cropping up", "start": 8085.079, "end": 8091.28}, {"text": "uh both the ones that we found in our patrols and the ones that people were calling in and we also noticed that", "start": 8091.28, "end": 8096.599}, {"text": "people were not calling in potholes consistently across the whole city so we started to apply an equity lens to our", "start": 8096.599, "end": 8103.199}, {"text": "work and um and created a new dashboard to assist in uh to to look at all the", "start": 8103.199, "end": 8109.36}, {"text": "demographics and do some pothole blitzes that were focused specifically on Equity", "start": 8109.36, "end": 8114.48}, {"text": "deserving communities and uh and not just on the number of service requests", "start": 8114.48, "end": 8119.8}, {"text": "so um that's been I think one of the contributors to our ability to get a lot more potholes filled throughout the city", "start": 8119.8, "end": 8127.36}, {"text": "we are also working on AI technology a pilot program using Iris technology", "start": 8127.36, "end": 8132.88}, {"text": "that's going to be rolling out in the second and third quarter of 25 so the AI software is going to identify pavement", "start": 8132.88, "end": 8139.88}, {"text": "conditions that are either uh potholes or leading to potholes and it", "start": 8139.88, "end": 8144.96}, {"text": "automatically create work orders for repair and the data will be cross referenced with existing SRS but will", "start": 8144.96, "end": 8151.079}, {"text": "ultimately be much more proactive in being able to identify locations and also the fact that they've been filled", "start": 8151.079, "end": 8157.239}, {"text": "consistent with the service timeline so we're pretty excited about that we uh we have a dedicated Bikeway inspection", "start": 8157.239, "end": 8163.8}, {"text": "program with our uh ebikes that is coming online again in 20 uh2 23 to", "start": 8163.8, "end": 8169.36}, {"text": "assist in identifying hazards and maintenance requirements on the road in areas where cyclists typically travel uh", "start": 8169.36, "end": 8176.04}, {"text": "we have five new modernized asphalt repair equipment smaller ones to more", "start": 8176.04, "end": 8181.4}, {"text": "efficiently serve and access downtown locations and are also finally going to have our two new patch Masters which", "start": 8181.4, "end": 8187.28}, {"text": "will be able to do more substantial repairs so locations where there may be uh multiple potholes or some other", "start": 8187.28, "end": 8193.678}, {"text": "issues uh that uh would be better served by doing a broader repair that we can do those inous now and have a little bit", "start": 8193.679, "end": 8200.2}, {"text": "more control over that and we're piloting the use of tablets and GPS in the field to directly enter information", "start": 8200.2, "end": 8205.96}, {"text": "into Maximo again all with the with the goal of being more efficient and giving our uh staff the right tools to be able", "start": 8205.96, "end": 8212.319}, {"text": "to do the work uh as effectively as possible okay so the last point I'm", "start": 8212.32, "end": 8220.16}, {"text": "going to address is the request from councelor anley uh on September 6 of the service Excellence committee he was", "start": 8220.16, "end": 8226.399}, {"text": "concerned that there was a lack of full integration between 311 and and transportation services uh because our", "start": 8226.4, "end": 8234.359}, {"text": "former work management system tmms had a different number and he want than the maximum work order number and he want", "start": 8234.36, "end": 8240.92}, {"text": "wanted to make sure that that was consistently applied and that people weren't chasing down the rabbit hole of", "start": 8240.92, "end": 8246.359}, {"text": "one number uh and causing more challenges and and impacts to to um to the people who are fixing uh the the uh", "start": 8246.36, "end": 8254.84}, {"text": "the service request and also to con confuse and require the public or maybe", "start": 8254.84, "end": 8260.2}, {"text": "the counselor to make multiple calls to to track um that that was occurring uh", "start": 8260.2, "end": 8265.478}, {"text": "what was the sacrifice in terms of accuracy Etc", "start": 8265.479, "end": 8270.518}, {"text": "so what we found out was that they're they're definitely wh while the two", "start": 8271.479, "end": 8277.598}, {"text": "systems are integrated uh there was more training that was required to get staff to to", "start": 8277.599, "end": 8283.478}, {"text": "make sure that they were uh aware of the search capabilities within our system using the 311 service request number so", "start": 8283.479, "end": 8290.558}, {"text": "there was definitely an impact that was occurring because of lack of consistent staff training that we have addressed um", "start": 8290.559, "end": 8298.28}, {"text": "we have reminded staff that they have the ability to search the 311 Salesforce database using that uh 311 service", "start": 8298.281, "end": 8305}, {"text": "request number and as we continue to work to transition to Maximo throughout the division uh from tmms We are", "start": 8305, "end": 8312.8}, {"text": "continuing to work closely with customer uh experience division on these processes and system improvements", "start": 8312.8, "end": 8319.08}, {"text": "between the two to ensure that that high quality of service uh for the public and Council constituency", "start": 8319.08, "end": 8325.92}, {"text": "offices stays consistent but also increases and improves so definitely there was an issue there uh that", "start": 8325.92, "end": 8332.518}, {"text": "required some additional staff training to sort out and we will continue to track that to make sure that people have", "start": 8332.519, "end": 8338.8}, {"text": "the right tools that they need and that they are using the right uh number so that they can be as effective as", "start": 8338.8, "end": 8343.84}, {"text": "possible so with that uh we will turn it over to the committee for questions and thank you for the opportunity to present", "start": 8343.84, "end": 8351.28}, {"text": "thank you m gray and thank you to the team um when the screen turns over I'll", "start": 8351.281, "end": 8356.76}, {"text": "check with my colleagues uh any questions of Staff councelor Chang and councelor anley so", "start": 8356.76, "end": 8364.518}, {"text": "councelor Chang first please uh thank you so much for this presentation um", "start": 8364.519, "end": 8370.08}, {"text": "potholes are much need uh needed to be fixed across our city and I'm glad to hear so much proactivity is happening", "start": 8370.08, "end": 8376.76}, {"text": "that we're not just waiting for people to report them I just have a question about one thing which is the weekend", "start": 8376.76, "end": 8384.319}, {"text": "blisses um in light of the need to have these happen on a regular basis is there", "start": 8384.32, "end": 8390.2}, {"text": "any chance that we could have a weekend team so that we're not paying overtime", "start": 8390.2, "end": 8396.68}, {"text": "um so that there's not a significant uh increase in cost in order to uh deliver", "start": 8396.68, "end": 8402.8}, {"text": "a much needed service um because it sounds like it's it's it's uh to prevent traffic congestion we do need these", "start": 8402.8, "end": 8409.439}, {"text": "weekend blitzes yeah thanks for the question counselor so we've done some exploration of of bringing on sort of a", "start": 8409.439, "end": 8416.72}, {"text": "weekend shift a fly Squad if you will that um would be working regular hours and it's something that we continue to", "start": 8416.72, "end": 8422.68}, {"text": "explore um what we have found is uh the number of PE the one of the most", "start": 8422.68, "end": 8429.359}, {"text": "effective things about a blitz is that we can have high numbers of crews out there across the whole city which is not", "start": 8429.359, "end": 8435.8}, {"text": "something we could necessarily replicate in that kind of a model where we just had people who were assigned to weekend", "start": 8435.8, "end": 8440.92}, {"text": "work um but we are we are doing I would say a pretty deep dive into the overtime", "start": 8440.92, "end": 8447.72}, {"text": "costs because it is certainly an impact um this year has been it's been both um", "start": 8447.72, "end": 8454.24}, {"text": "you know wonderful in that we've had warmer temperatures and so we've been able to do a lot more blitzes but you", "start": 8454.24, "end": 8459.88}, {"text": "know we will see that it's it's cost us a little bit in terms of the ability to do that um so we will continue to try to", "start": 8459.88, "end": 8468.52}, {"text": "not use as much overtime on the weekend blitzes but um I think the value of of clearing out those service requests at a", "start": 8468.52, "end": 8475.2}, {"text": "time when the streets are not that congested because we were actually doing extended service hours on regular", "start": 8475.2, "end": 8481.16}, {"text": "business days where we would have uh folks uh who work normally from 6:00 to 2 work again uh with an extended", "start": 8481.16, "end": 8488}, {"text": "timeline from 2: to 6 and we found that they were in the rush hour timeline so it was really inefficient for them to do", "start": 8488, "end": 8493.92}, {"text": "the work uh so anyway we will we will definitely take that back because it sounds like if you had", "start": 8493.92, "end": 8501.359}, {"text": "and this is just a random number 20 people 20 teams out on a blitz then even", "start": 8501.359, "end": 8507.04}, {"text": "just having one or two weekend teams that just consistently every weekend our doing work could potentially achieve", "start": 8507.04, "end": 8515.64}, {"text": "similar uh impact as a blitz just a stable weekend", "start": 8515.64, "end": 8520.84}, {"text": "team yeah we we will we will take a look at that and see what numbers would make sense in terms of productivity numbers", "start": 8520.84, "end": 8527.84}, {"text": "to we do have we do have overnight teams and we we definitely have people who call in overnight on on the weekends we", "start": 8527.84, "end": 8535.08}, {"text": "have people available to do emergency work and all of that but you're right we don't have a regular staffed crew to do", "start": 8535.08, "end": 8540.6}, {"text": "pothole work on the weekend great thanks that's are all my questions thank you uh cancer", "start": 8540.6, "end": 8548.04}, {"text": "rley uh thank you to you Mr chair um and Barbara first off I want to thank you for the work in integrating the 311 with", "start": 8548.04, "end": 8555.319}, {"text": "uh your internal system I know that my constituency staff in particular appreciate it so thank you very much um", "start": 8555.319, "end": 8562.479}, {"text": "I did want to ask about um damage from sidewalk snow plows on residence", "start": 8562.479, "end": 8568.96}, {"text": "boulevards did I hear you correct from the date that we file a complaint", "start": 8568.96, "end": 8574.399}, {"text": "or con with 311 they have three the contractor has 360 days to repair the", "start": 8574.399, "end": 8581.72}, {"text": "damage that's correct it doesn't usually take that long counselor but that's the that's the", "start": 8581.72, "end": 8587.76}, {"text": "service standard okay my understanding the service standard was June or July at the", "start": 8587.76, "end": 8594.76}, {"text": "latest when did that change uh through the that change was", "start": 8594.76, "end": 8601.8}, {"text": "implemented in 2023 um so as uh Barbara indicated the", "start": 8601.8, "end": 8608.52}, {"text": "vast majority of all of the service requests related to plow damage uh to a", "start": 8608.52, "end": 8614.24}, {"text": "Boulevard to sods are repaired by the end of the summer so while there is a", "start": 8614.24, "end": 8620.279}, {"text": "360-day service level that was implemented in 2023 they are essentially all completed", "start": 8620.279, "end": 8626.399}, {"text": "before the next winter season so can something be sent to our", "start": 8626.399, "end": 8632.72}, {"text": "constituency office staff because my staff for example and I will include", "start": 8632.72, "end": 8638.279}, {"text": "myself I I thought it was the end of June um you know I even had a town hall", "start": 8638.279, "end": 8643.68}, {"text": "meeting this past uh Monday where people asked to about Boulevard damage of both my staff and both my constituency staff", "start": 8643.68, "end": 8651.04}, {"text": "and my boat we're under the impression it's June uh councelor we will absolutely", "start": 8651.04, "end": 8657.2}, {"text": "send that uh the presentation that Vince just did the sort of winter kickoff I think uh identified that so we'll send", "start": 8657.2, "end": 8663.52}, {"text": "that and we're happy to follow up with your staff uh with any questions okay perfect thank you thank", "start": 8663.52, "end": 8669.08}, {"text": "you and I um I just wanted to follow up on pothole filling yep um I didn't I", "start": 8669.08, "end": 8676.6}, {"text": "missed part of your explanation around there was concerns with technology and", "start": 8676.6, "end": 8682.04}, {"text": "procedures could you elaborate on that uh yes so what", "start": 8682.04, "end": 8689.08}, {"text": "well te technology and procedures so we onboarded uh", "start": 8689.08, "end": 8694.24}, {"text": "Maximo and um when there was a there was not", "start": 8694.24, "end": 8702.04}, {"text": "consistent so a couple of things there was a a a consistant 4day service", "start": 8702.04, "end": 8708.8}, {"text": "request completion timeline across the board that was in the knowledge base at", "start": 8708.8, "end": 8714.479}, {"text": "311 which was not consistent with how we actually fill potholes or what's in our", "start": 8714.479, "end": 8719.84}, {"text": "uh the you know know the back uh area of the budget that talks about our service standards which was based on um CL Road", "start": 8719.84, "end": 8726.8}, {"text": "classification so we are formally updating that to better align with the", "start": 8726.8, "end": 8732.96}, {"text": "uh provincial minimum maintenance standards and you'll see that through the budget this year we'll bring that through the budget this year for", "start": 8732.96, "end": 8738.04}, {"text": "counselor's consideration the other piece of it is there was inconsistent approaches to how the field", "start": 8738.04, "end": 8743.64}, {"text": "investigators were um closing out a service request so previously they would", "start": 8743.64, "end": 8749.359}, {"text": "get a service request they would go to the area to assess it and and make it safe and then they would close that", "start": 8749.359, "end": 8755.279}, {"text": "service request and create another one to fill it that would be another timeline 90 days to fill it and so we", "start": 8755.279, "end": 8764.12}, {"text": "believe that's why the numbers that you see in these charts for 2021 and 22 are as promising as they are very high", "start": 8764.12, "end": 8770.96}, {"text": "numbers because it was a longer timeline to complete that second service request what we aim to do in 2025 is has a very", "start": 8770.96, "end": 8779.08}, {"text": "clear service request timeline by Street classification train our staff", "start": 8779.08, "end": 8785.04}, {"text": "consistently this is what that means and when you get to the site it has to be closed in 4 days meaning the pothole", "start": 8785.04, "end": 8790.88}, {"text": "needs to be filled in 4 days on an expressway or an arterial or if it's on a local Road whatever that timeline is", "start": 8790.88, "end": 8797.2}, {"text": "not just to assess it but it actually has to be filled by that time and I think with that training we will then", "start": 8797.2, "end": 8803.76}, {"text": "start to see much more consistent results in our numbers and we'll be able to track performance against those", "start": 8803.76, "end": 8809.88}, {"text": "numbers whereas right now we've got uh or previously because we've now identified and and we're moving in that", "start": 8809.88, "end": 8815.96}, {"text": "direction but previously um it was a much longer timeline so I don't believe those are are great numbers to rely on", "start": 8815.96, "end": 8823.08}, {"text": "um and the other piece of it was step by step if I may yes so the previous work", "start": 8823.08, "end": 8829.479}, {"text": "order management system tmms and the new system Maxima are completely different", "start": 8829.479, "end": 8834.8}, {"text": "on how to complete a service request once you do the work and what we have", "start": 8834.8, "end": 8840.68}, {"text": "found is that staff needed considerable training on maximal on how to properly", "start": 8840.68, "end": 8846.52}, {"text": "execute the number of steps in order to complete the service requests and if a", "start": 8846.52, "end": 8853.399}, {"text": "staff member either mistakenly did not follow the series of steps the SR would", "start": 8853.399, "end": 8859.319}, {"text": "not be completed so we have found that because of the two work order Management systems are technologically much", "start": 8859.319, "end": 8865.84}, {"text": "different from each other that staff did require a significant amount of training", "start": 8865.84, "end": 8871.04}, {"text": "on how to properly ensure that all the work is submitted into Maximo and that", "start": 8871.04, "end": 8877.72}, {"text": "staff submit based on following a series of steps once that's done the SR can be", "start": 8877.72, "end": 8885.399}, {"text": "completed we are very confident that we have now in fact uh trained our staff", "start": 8885.399, "end": 8890.64}, {"text": "appropriately and I think as Barbara said we looked at October and November", "start": 8890.64, "end": 8896.16}, {"text": "and for all the potholes that had the appropriate service requests", "start": 8896.16, "end": 8902.24}, {"text": "94% of those potholes were repaired on time and a lot of that has to be also", "start": 8902.24, "end": 8907.359}, {"text": "our staff now know how to properly complete the service request within maximum I will'll keep tracking those", "start": 8907.359, "end": 8912.92}, {"text": "numbers counselor because we think it's really important that uh people can rely on the service thank you are there any other", "start": 8912.92, "end": 8920.52}, {"text": "questions from members of the committee see none members wishing to speak sorry Mr chair I have two more", "start": 8920.52, "end": 8928.08}, {"text": "questions okay um go ahead second round cancer anley thank you uh thank you through Mr", "start": 8928.08, "end": 8935.64}, {"text": "chair so sorry the default 311 level of service for 4 days was that established", "start": 8935.64, "end": 8941.399}, {"text": "by transportation services or 311 so that 4day uh service level was", "start": 8941.399, "end": 8949.24}, {"text": "applied uh by Transportation years ago um as Barbara indicated in our review", "start": 8949.24, "end": 8955.12}, {"text": "we've come to the determination that there are some service levels that do need to be up updated and improved uh so", "start": 8955.12, "end": 8962.52}, {"text": "that service level was established and submitted to 311 but we've but we've", "start": 8962.52, "end": 8968.08}, {"text": "always had a more nuanced response as a standard operating procedure but what was in the knowledge base in 311 was 4", "start": 8968.08, "end": 8975.2}, {"text": "days right so there was definitely an inconsistency between what was being communicated to the public and what was", "start": 8975.2, "end": 8982.88}, {"text": "the the standard operating procedure for transportation and when we did an examination of how that aligned even", "start": 8982.88, "end": 8989.16}, {"text": "with the provincial minimum maintenance standards our application was much", "start": 8989.16, "end": 8994.279}, {"text": "closer certainly than the four days but the four days does exist it exists on expressways and arterial roads and we", "start": 8994.279, "end": 9001.16}, {"text": "will likely keep that standard because that would that's what the minimum maintenance standard is uh at the", "start": 9001.16, "end": 9006.52}, {"text": "Province as well okay and then my last question that I'm trying to understand", "start": 9006.52, "end": 9012.68}, {"text": "and I think you alluded to it earlier is that all some someone will report a", "start": 9012.68, "end": 9018.399}, {"text": "pothole um they get SRO number and then somebody on your transportation services", "start": 9018.399, "end": 9025.52}, {"text": "staff goes out and paints an orange ring around it it doesn't get filled", "start": 9025.52, "end": 9030.64}, {"text": "immediately and then somebody else will drive over it damage their vehicle and", "start": 9030.64, "end": 9037}, {"text": "when they try to file with the city's insurance company they get a response", "start": 9037, "end": 9042.72}, {"text": "back that the city staff were aware of that pothole that putting that orange ring", "start": 9042.72, "end": 9049.16}, {"text": "around it negates any liability on behalf of the city for the damage to the", "start": 9049.16, "end": 9054.68}, {"text": "vehicle that the person experienced after the orange ring was put around", "start": 9054.68, "end": 9061.68}, {"text": "it I think that would so what you describe about the staff going out the", "start": 9061.68, "end": 9067.68}, {"text": "field investigators going out and assessing the location and maybe putting an orange ring around it that part I", "start": 9067.68, "end": 9072.8}, {"text": "would agree with I I would have to uh refer to insurance and risk management in terms of what that results in with", "start": 9072.8, "end": 9079.2}, {"text": "regard to legal liability I don't know if anybody here knows the answer to that question yeah but I think that would be", "start": 9079.2, "end": 9085.24}, {"text": "I guess I'm just trying to understand that so I'm going to use myself for example if I use the 311 app and submit", "start": 9085.24, "end": 9092.399}, {"text": "a pothole concern with the attached photo and transportation services staff", "start": 9092.399, "end": 9099.04}, {"text": "should know there's a pothole there they know exactly what it looks like why you would still send staff out and point", "start": 9099.04, "end": 9106.399}, {"text": "paint an orange ring around it and why you wouldn't just send somebody out to fill a well I so certainly that our our", "start": 9106.399, "end": 9113.04}, {"text": "practice has been even before the 311 app where now you can have the the picture of it was that you would go out", "start": 9113.04, "end": 9119.24}, {"text": "and assess it and if it was an emergency situation you would call it in immediately and have it fixed and if it", "start": 9119.24, "end": 9124.279}, {"text": "was one that was not a safety issue you would market and create a service", "start": 9124.279, "end": 9129.479}, {"text": "request for completion so I you don't like that system I don't like that system either and so now that we have", "start": 9129.479, "end": 9136}, {"text": "better technology and again as we're working with AI to be much more proactive about identifying these", "start": 9136, "end": 9141.399}, {"text": "locations we want to significantly reduce the amount of time it takes to address them and that 90-day timeline", "start": 9141.399, "end": 9149.52}, {"text": "that was assigned after the initial assessment by the field investigators is too long of a timeline even though most", "start": 9149.52, "end": 9156.399}, {"text": "of them likely got filled way in advance of that timeline uh I don't think it sets out a predictable and consistent", "start": 9156.399, "end": 9163.52}, {"text": "path for and I think that's what people should expect from us and what we should deliver okay thank you thank you Mr", "start": 9163.52, "end": 9170.12}, {"text": "chair thank you um I think we've exhausted the questions any members wishing to", "start": 9170.12, "end": 9175.8}, {"text": "speak see none I will just express my thanks uh for coming to the committee", "start": 9175.8, "end": 9181}, {"text": "today I will move receipt of the presentation and uh congratulate you on", "start": 9181, "end": 9186.279}, {"text": "last year I think you were at almost a quarter million potholes um and and I'm sure that will", "start": 9186.279, "end": 9192.359}, {"text": "continue to grow so uh once again thanks you for your presentation to the committee today all right", "start": 9192.359, "end": 9200.319}, {"text": "our last item is I'm sorry thank you Mr clerk um", "start": 9200.319, "end": 9207.04}, {"text": "moving receip of the item all those in favor any opposed that", "start": 9207.04, "end": 9212.239}, {"text": "carries our final item is SE 6.6 which is a briefing note on the referral of", "start": 9214.12, "end": 9221.16}, {"text": "item 2024 s5.2 are there any questions to staff", "start": 9221.16, "end": 9229.92}, {"text": "seeing none any members wishing to speak seeing none I will move receipt of", "start": 9230.319, "end": 9236.479}, {"text": "this report for information all those in favor any opposed and that is carried uh", "start": 9236.479, "end": 9242.399}, {"text": "Mr clerk confirming that is our last item of business uh my Express thanks to the members of the committee uh to all", "start": 9242.399, "end": 9248.88}, {"text": "of the individuals that made presentations today and um and all the rest of the uh the people in the room", "start": 9248.88, "end": 9255.8}, {"text": "appreciate it have a great day everyone meeting adjourn than", "start": 9255.8, "end": 9263}]