City of Toronto, Ontario

Exceeds service targets
in first 6 months

Toronto answers the call for world-class service with a single call center that features end-to-end integration with six complementary systems and a super-sized knowledge base.

The Challenge

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Lagan Local Government

Faced with a mandate from the Mayor to raise citizen satisfaction levels, the City of Toronto decided to undertake a massive consolidation effort and enhance reporting. It needed to reduce the number of call centers from nine to one, eliminate more than 250 public-facing phone numbers, and find a way to minimize call transfers, offer tracking numbers and service standards.

In the Customer's Words

Our most important 311 contact center tool is our robust knowledge base with over 27,000 solutions and growing. With 77% of the anticipated 2.6 million calls per year relying directly on our knowledge base, it's critical that it functions at the highest standard. We are pleased with our knowledge base performance with a first call resolution rate of 75% in our first year of operation.

Neil Evans
Director
311 Toronto

The Lagan Approach

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Lagan Local Government Solutions power Toronto's contact center which encompassed an aggressive approach involving integration of six different systems – the most integrated 311 system in North America. Toronto also developed the largest knowledge base to date with over 27,000 solutions and including extensive indexing, classifications and processes for handling up to 600 updates per day. A sophisticated scripting tool guides agents step-by-step through the call to resolution, be it a general inquiry or service request.

With accurate data at the agents' fingertips, extensive scripting and seamless access to all the required systems, Toronto has been able to meet the Mayor's mandate exceeding service level targets in its first six months of operation