Purpose

Provide Executive Committee with 2024–2025 311 request-volume context for the progress update requested in Council’s July 2025 motion on the 311 service experience. The motion asks about work on closure complaints, duplicate tickets and compliance rates for tickets resolved before closure; the update is due in the third quarter of 2026.

Key findings

• Total recorded requests were 895,816 in 2024 and 900,413 in 2025, an increase of 4,597 (0.5%).
• June was the peak month for 2025 demand when monthly counts are summed across service areas.
• Transit and Recreation and Leisure Centres had the highest annual volumes in both years, but both declined in 2025.

Analysis

The largest service areas by annual volume were:

Notable increases included Roadway Maintenance, from 44,954 to 68,977 (+24,023; +53.4%), and 311 Call Centre, from 17,380 to 26,412 (+9,032; +52.0%). Forestry increased from 10,343 to 11,176 (+833; +8.1%). Notable decreases included Park Rangers, from 23,152 to 17,076 (−6,076; −26.2%), in addition to the declines in Transit and Recreation and Leisure Centres above.

Considerations

The totals sum all listed service areas, including “(not recorded),” “311 Internal Use” and “Dropped/Non Service Calls.” Counts describe volume, not service quality or the reasons for changes, and do not measure progress on the motion’s specific service-experience issues. City Clerks recorded 4,836 requests in 2025, including 3,973 in October; this concentration is relevant when interpreting changes in the overall total.

Purpose
This memo provides background for the Executive Committee progress update on the 311 service experience requested by Council motion 2025-07-02 (E. Rutherford; due Q3 2026). It compares attached 2025 and 2024 311 request counts by service area and month.

Key findings

• Total requests: 895,848 in 2024; 900,433 in 2025; +4,585 (+0.5%).
• Peak 2025 month: June, 97,172 requests; next were July (88,146) and May (87,643).
• Largest 2025 service areas: Transit (93,997), TAX – Taxation (86,004), Recreation and Leisure Centres (83,764), Parking Enforcement (78,895), Waste (71,121).
• Notable increases: Roadway Maintenance +53.4%, 311 Call Centre +52.0%, Parking Enforcement +20.9%, Community Standards – Muni. Enforcement +20.9%, Forestry +8.1%.
• Notable decreases: Park Rangers -26.2%, Transit -24.2%, Recreation and Leisure Centres -22.6%, Animal Care -8.4%, TAX – Taxation -4.8%.

Analysis
Total demand was almost flat, up 0.5%, but composition changed. The top five 2025 areas accounted for 413,781 requests, 45.9% of the 2025 total. Their changes were:

• Transit: 123,958 → 93,997 (-29,961; -24.2%).
• TAX – Taxation: 90,373 → 86,004 (-4,369; -4.8%).
• Recreation and Leisure Centres: 108,267 → 83,764 (-24,503; -22.6%).
• Parking Enforcement: 65,277 → 78,895 (+13,618; +20.9%).
• Waste: 66,003 → 71,121 (+5,118; +7.8%).

Other notable movements: Roadway Maintenance rose from 44,954 to 68,977 (+24,023; +53.4%); 311 Call Centre rose from 17,380 to 26,412 (+9,032; +52.0%); Community Standards – Muni. Enforcement rose from 36,322 to 43,928 (+7,606; +20.9%). Forestry rose from 10,343 to 11,176 (+833; +8.1%), with June 2025 at 2,242 versus June 2024 at 1,625. City Clerks rose from 581 to 4,836 (+4,255; +732.4%), driven by 3,973 requests in October 2025. Park Rangers fell from 23,152 to 17,076 (-6,076; -26.2%). 2025 monthly demand peaked in June at 97,172.

Considerations
The attached counts do not include closure complaints, duplicate tickets, or compliance rates for tickets resolved before closure, so they cannot measure those motion items. Totals include all listed categories, including “(not recorded)”, “311 Internal Use”, “Dropped/Non Service Calls”, and other internal/non-service labels; excluding them would change totals. 2025 also includes three service areas not listed in 2024 (Development Compliance, Development Permits, SIP), together 13 requests, a negligible effect. Monthly spikes, such as City Clerks in October 2025, should be interpreted with service-area context.

Briefing Memo to Executive Committee – 311 Request Demand, 2024 vs 2025

Purpose

This memo provides background demand context for the progress update Council requested on July 2, 2025 (moved by E. Rutherford, carried 13-0) on improving the 311 service experience under the cross-departmental delivery model, including closure complaints, duplicate tickets and compliance rates for tickets resolved before closure, due in Third Quarter 2026. It compares counts of 311 requests by service area and month for 2024 and 2025.

Key findings

Total volume was stable: 895,848 requests in 2024 and 900,433 in 2025, an increase of 4,585 or 0.5%.

The largest service areas in both years were Transit, TAX – Taxation, Recreation and Leisure Centres, Parking Enforcement and Waste, but their order changed.

Peak demand in 2025 was in June, followed by July and May. November was the lowest month.

Analysis

Largest areas, 2024 to 2025:

• Transit: 123,958 to 93,997, -24.2%
• Recreation and Leisure Centres: 108,267 to 83,764, -22.6%
• TAX – Taxation: 90,373 to 86,004, -4.8%
• Parking Enforcement: 65,277 to 78,895, +20.9%
• Waste: 66,003 to 71,121, +7.8%

Forestry increased 8.1%, from 10,343 to 11,176.

Other notable changes:

• Increases: Roadway Maintenance 44,954 to 68,977, +53.4%; 311 Call Centre 17,380 to 26,412, +52.0%; Community Standards – Muni. Enforcement 36,322 to 43,928, +20.9%; TAX – Assessment 4,630 to 6,046, +30.6%.
• Decreases: Park Rangers 23,152 to 17,076, -26.2%; Corporate Services 2,730 to 1,063, -61.1%.
• Coding-related shifts: 311 Internal Use 1,012 to 5,646, +458%; (not recorded) 1,570 to 5,447, +247%; City Clerks 581 to 4,836, +732%, including 3,973 in October 2025 alone.

New 2025 categories with very small counts include Development Compliance (9), Development Permits (1) and SIP: Service Innovation and Performance (3).

Considerations

These counts show demand volume only. They do not measure closure complaints, duplicate tickets, or compliance with resolution-before-closure, which are the focus of the Council-requested update.

Large swings in small or administrative categories, and the October 2025 City Clerks spike, suggest possible changes in recording practice rather than demand alone. Administration should confirm coding consistency before drawing service conclusions.

BRIEFING MEMO

To: Executive Committee From: [Administration] Re: 311 Service Demand, 2024 vs. 2025 — Background to Council's 311 Service Experience Motion

Purpose

This memo provides 311 demand data to support the progress update requested by Council's July 2, 2025 motion on 311 Service Experience (due Q3 2026, Executive Committee). It compares total 311 request volumes by service area and month for 2024 and 2025, based on the attached dataset.

Key Findings

• Total volume: 2024 = 895,848 requests; 2025 = 900,433 requests, an increase of 4,585 requests (+0.5%) — essentially flat year-over-year.
• Largest service areas (2024 basis): Transit (123,958), Recreation and Leisure Centres (108,267), TAX – Taxation (90,373), Waste (66,003), and Parking Enforcement (65,277) were the five highest-volume areas.
• Peak month in 2025: June, with 97,172 requests across all service areas — consistent with seasonal patterns (parks, forestry, and pest management activity peak in summer).

Analysis

Largest areas — shifts in volume:

• Transit fell from 123,958 to 93,997 (-24.2%)
• Recreation and Leisure Centres fell from 108,267 to 83,764 (-22.6%)
• TAX – Taxation fell from 90,373 to 86,004 (-4.8%)
• Waste rose from 66,003 to 71,121 (+7.8%)
• Parking Enforcement rose from 65,277 to 78,895 (+20.9%)

Notable increases:

• Roadway Maintenance: 44,954 → 68,977 (+53.5%), the largest proportional increase among major areas
• Community Standards – Municipal Enforcement: 36,322 → 43,928 (+20.9%)
• TAX – Assessment: 4,630 → 6,046 (+30.6%)
• Forestry: 10,343 → 11,176 (+8.1%) — a modest but steady increase
• City Clerks: 581 → 4,836 (+732%), driven almost entirely by an anomalous single-month spike (3,973 in October 2025) inconsistent with all other months in the dataset (typically 20–180/month)

Notable decreases:

• Corporate Services: 2,730 → 1,063 (-61%)
• Park Rangers: 23,152 → 17,076 (-26.2%)
• Non Municipal Services: 15,778 → 13,853 (-12.2%)
• Animal Control: 15,350 → 13,656 (-11.0%)

Considerations

• The near-flat overall total masks significant redistribution across service areas; large declines in Transit and Recreation/Leisure Centres were offset by large increases in Roadway Maintenance and Parking Enforcement.
• The October 2025 City Clerks figure (3,973) appears anomalous relative to the surrounding months and should be verified before being cited publicly.
• Three service areas — Development Compliance, Development Permits, and SIP: Service Innovation and Performance — appear only in 2025, and "(not recorded)" volumes more than tripled (1,570 → 5,447), suggesting possible service-area reclassification that should be confirmed with 311/IT before drawing conclusions about specific program-level trends.
• This dataset speaks only to volume. The motion asks specifically about closure complaints, duplicate tickets, and compliance rates — none of which can be derived from the attached counts. Separate data will be required to report against those elements for the Q3 2026 update.