The Auditor General’s 2011 Audit Work Plan included a review of 311 Toronto operations. An audit report entitled “311 Toronto – Full Potential for Improving Customer Service Has Yet To Be Realized” was presented at the November 23, 2011 Audit Committee meeting.
When the 2011 audit was initiated there was no intention of conducting a review of the 311 procurement process. However, during the course of the 2011 audit, a number of issues pertaining to the initial procurement of an information technology (IT) solution for the 311 Contact Centre were identified. Rather than including these concerns in the 2011 report which focused on customer service and operational issues, it was determined that a separate report pertaining exclusively to the procurement process would be appropriate. The issues pertaining to the procurement process are the subject of this report.
Certain of our audit findings and recommendations are presented in a confidential attachment to this report. The report sections pertaining to the award of the initial IT contract contain confidential information. As a result, the relevant report sections and recommendations are presented in confidential Attachment 1 appended to this report. Our other audit findings and recommendations are detailed in Appendix 1 to this report.
Our audit findings and recommendations are presented as follows:
Procurement of 311 – Lessons for Future Procurement Processes 2
Appendix 1 – Audit findings and recommendations excluding those related to the award of the initial IT contract
Appendix 2 – Management responses to audit recommendations contained in Appendix 1
Attachment 1 – Confidential audit findings and recommendations pertaining to the award of the initial IT contract, and management responses to the audit recommendations contained in Attachment 1.