MEMORANDUM

To: Executive Committee From: 311 Service Area / Administration Date: [date of issue] Re: 2025 311 Request Volumes by Ward – Background to the 311 Service Experience Progress Update

Purpose

This memo responds to Councillor questions about how 311 demand varies across wards. It provides a ward-by-ward comparison of 2025 request volumes using the attached dataset, as background context for the progress update on the 311 Service Experience motion (carried July 2, 2025), due to Executive Committee in Q3 2026.

Ward Comparison

Summing all service-area categories for each ward, total 2025 request volumes were:

Highest-volume wards: Métis, O-day'min, papastew, and Nakota Isga together account for the top four positions, each exceeding 33,800 requests — roughly 40–50% higher than the lowest-volume ward (tastawiyiniwak, 23,103).

Across nearly all wards, the largest contributing service areas are consistently Parking Enforcement, Roadway Maintenance, Community Standards – Municipal Enforcement, TAX – Taxation, and Waste. This pattern holds in both high- and low-volume wards, suggesting the ranking largely reflects overall call volume rather than a shift in the mix of service types.

Considerations

• Unassigned records: A substantial number of rows in the dataset have no ward listed (recorded as blank). These blank-ward entries include very large counts (e.g., Transit, Recreation and Leisure Centres, TAX – Taxation, Building and Mechanical) that collectively exceed the sum of all ward-attributed requests. This indicates a significant share of total 311 volume cannot currently be tied to a specific ward, and the ward comparison above reflects only the geographically attributed portion.
• No normalization: Figures are raw counts, not adjusted for ward population, dwelling counts, or geographic size. Higher totals in wards such as Métis or O-day'min may reflect density, mixed land use, or downtown/core service demand rather than service delivery problems.
• Scope limitation: This dataset shows volume only. It does not address closure complaints, duplicate tickets, or resolution compliance rates — the specific items requested in the Council motion. Ward-level detail on those measures will need to be compiled separately for the Q3 2026 progress update.

Recommendation

Use this volume summary as contextual background only. Administration should confirm with the 311 team whether ward attribution can be improved for the unassigned records before more detailed ward-level service-quality reporting is prepared for the Q3 2026 update.

To: Executive Committee
From: Administration
Re: 2025 311 Request Volumes by Ward – Background to 311 Service Experience Progress Update

Purpose
This memo provides background to the progress update requested by Council motion 311 Service Experience (E. Rutherford), due Q3 2026 to Executive Committee. It compares 2025 311 request volumes across the 12 named wards using the attached counts by ward and service area.

Ward comparison
The attached data show 356,146 requests in named wards. Ward totals, ranked highest to lowest:

Métis had the highest volume, 19,831 more than tastawiyiniwak, the lowest. The top three wards—Métis, O-day'min, and papastew—accounted for 113,939 requests, about 32% of named-ward volume. The top five accounted for 177,307 requests, about 50%. Anirniq and sipiwiyiniwak were nearly tied: 29,509 versus 29,494.

Considerations

• Totals include each ward’s row with a blank service area; they exclude rows with no ward, which are not attributable to a ward in the file.
• High ward totals are driven by common high-volume service areas. For example, in Métis: Roadway Maintenance 7,125; Parking Enforcement 5,738; Community Standards - Muni. Enforcement 5,416. In O-day'min: Parking Enforcement 6,584; Roadway Maintenance 5,703; Community Standards - Muni. Enforcement 4,794. In papastew: Roadway Maintenance 6,657; Parking Enforcement 5,088; Community Standards - Muni. Enforcement 3,372.
• These are volume counts only. They do not adjust for population, households, or ward size, and do not measure resolution, timeliness, duplicates, or closure compliance.
• Because rows with no ward are excluded, the named-ward total may differ from any city-wide 311 total.

BRIEFING MEMO TO EXECUTIVE COMMITTEE

Subject: 2025 311 Request Volumes by Ward — Background to 311 Service Experience Update

Purpose This memo compares 2025 311 request volumes ward by ward, in response to councillor questions. It provides background to the progress update requested in the Council motion on the 311 Service Experience, carried 13 to 0 on 2025-07-02 (Mover: E. Rutherford), due to Executive Committee in Third Quarter 2026.

The motion asks for an update on improving the service experience under 311's cross-departmental delivery model, including closure complaints, duplicate tickets and compliance rates for tickets resolved before closure.

Ward Comparison Figures below are totals derived by summing all 2025 requests rows for each named ward in the attached file 311_requests_by_ward_and_service_area_2025.csv.

Total 2025 requests by ward, highest to lowest:

• Métis: 42,934
• O-day'min: 36,976
• papastew: 34,029
• Nakota Isga: 33,859
• Anirniq: 29,509
• sipiwiyiniwak: 29,494
• Karhiio: 28,412
• Dene: 24,656
• Ipiihkoohkanipiaohtsi: 24,547
• Sspomitapi: 24,381
• pihêsiwin: 24,246
• tastawiyiniwak: 23,103

Métis had the highest ward volume in 2025, followed by O-day'min. Métis exceeded O-day'min by about 5,950 requests. O-day'min exceeded the next-highest wards, papastew and Nakota Isga, by about 2,900-3,100 requests.

The lowest volume was tastawiyiniwak at 23,103. The range across wards was about 19,800 requests, from 23,103 to 42,934.

Considerations

1. Volumes only: These are counts of requests. They do not measure outcomes, satisfaction, closure complaints, duplicate tickets, or compliance rates referenced in the motion.
2. No adjustment: Figures are not adjusted for ward population, households, area, infrastructure, or land use, which affect demand.
3. Service mix not compared: Ward totals combine all service areas. Differences in service-area mix were not analysed for this memo.
4. Unassigned records excluded: The dataset also contains 2025 requests with no ward assigned. Those records were excluded from the ward-by-ward comparison and should be addressed separately if a city-wide total is required.

Next Step Administration will address service-experience measures, including closure complaints, duplicates and compliance, in the Q3 2026 progress update to Executive Committee.

Briefing memo — 2025 311 request volumes by ward
To: Executive Committee

Purpose

Provide background for the progress update requested by Council’s July 2, 2025 motion on the 311 service experience. The motion asks for an update on cross-departmental service improvements, including closure complaints, duplicate tickets and compliance rates for tickets resolved before closure. The update is due in the third quarter of 2026.

Ward comparison

The table ranks wards by total 2025 requests, from highest to lowest. Totals sum the service-area counts for each named ward.

Correction to ranking: Anirniq’s 29,509 requests place it fifth, ahead of sipiwiyiniwak (29,494). The table should therefore be read with Anirniq at rank 5 and sipiwiyiniwak at rank 6.

Métis had the highest recorded volume, followed by O-day’min. The difference between the highest and lowest ward totals was 19,831 requests.

Considerations

These are request counts, not population-adjusted rates. The file does not provide ward populations, historical comparisons or measures of service experience, so the totals do not explain why volumes differ or indicate service quality. Records with a named ward but no service area are included in the totals; records with no ward are excluded.