{ "schemaVersion": "1.0.0", "constitutionVersion": "1.0.0", "createdAt": "2026-08-12T00:00:00Z", "description": "Append-only Evidence Passport records. Old revisions are immutable; corrections create a new revision and preserve the previous permalink.", "entity": { "type": "project", "id": "toronto-311", "title": "311 Toronto: Service Requests, Open Data and Service Standards", "canonicalUrl": "https://1001smartcities.org/projects/toronto-311/" }, "currentRevisionId": "2026-11-04-evidence-baseline", "revisions": [ { "id": "2026-11-04-evidence-baseline", "createdAt": "2026-11-04T04:51:56Z", "effectiveAt": "2026-11-03", "changeType": "baseline", "summary": "Created the first structured Evidence Passport with 12 claims and 10 source dossiers.", "preparedBy": { "type": "automation", "label": "AI-assisted evidence preparation", "humanApproved": false }, "review": { "status": "unreviewed", "by": null, "date": null, "note": "Awaiting operator and domain-expert review; publication of this revision implies neither." }, "changes": [ { "operation": "add", "path": "/evidencePassport", "summary": "Added claim-level evidence mapping and source dossiers." }, { "operation": "add", "path": "/revisionHistory", "summary": "Established a permanent, hash-addressed baseline revision." } ], "snapshotHash": "sha256:47d921204c2d3a3f31121155d5600448fe2a4f3c4c0609291acf435ad8f06803", "snapshot": { "asOf": "2026-11-03", "projectFingerprint": "sha256:8b6886a77c1d2d16e15e360d38e75ca243d986fa815f7c2cb50d8bbc566ad31c", "assurance": { "status": "unreviewed", "scope": "evidence-passport-revision", "statement": "AI-assisted structural preparation. This revision has not been reviewed by a human or subject-matter expert.", "machineChecks": [ "schema", "publication-diff-contract", "material-project-fingerprint", "claim-text-drift", "source-reference-resolution", "complete-source-dossier", "snapshot-hash" ] }, "projectState": { "status": "live", "outcome": "ongoing", "evidenceGrade": "official", "timeline": { "started": 2009, "ended": null } }, "governance": { "operator": "City of Toronto — Customer Experience Division (311 Toronto)", "actorTypes": [ "city-government" ], "fundingModel": "public", "fundingDescription": null, "cost": null, "ownership": null, "decisionRights": null, "exitConditions": null }, "claims": [ { "id": "clm-213fae0dc4e16135", "field": "snippet", "text": "Toronto's 311 line opened on 24 September 2009", "statementKind": "quantitative", "textMode": "verbatim-from-project-record", "mappingStatus": "mapped", "sourceRefs": [ "src-9180b0c801fe4a82" ], "supportNote": "Published on launch day, the article reports the city opening 311 and quotes the mayor calling it a pivotal day for customer service.", "caveat": null, "interpretation": { "added": false, "interpolation": false, "note": "The passport copies the published claim and its recorded source mapping without adding a conclusion." } }, { "id": "clm-e3a4b3206d676b3a", "field": "snippet", "text": "takes non-emergency requests around the clock, with interpretation offered in more than 180 languages", "statementKind": "quantitative", "textMode": "verbatim-from-project-record", "mappingStatus": "mapped", "sourceRefs": [ "src-f16f2586d789107b" ], "supportNote": "The city's 311 FAQ states that representatives take requests 24 hours a day, seven days a week, with interpreters in more than 180 languages.", "caveat": null, "interpretation": { "added": false, "interpolation": false, "note": "The passport copies the published claim and its recorded source mapping without adding a conclusion." } }, { "id": "clm-bbb35684d549f8cb", "field": "snippet", "text": "one archive per calendar year since 2010, refreshed monthly", "statementKind": "quantitative", "textMode": "verbatim-from-project-record", "mappingStatus": "mapped", "sourceRefs": [ "src-38f180da60c808e5" ], "supportNote": "The dataset's catalogue record lists one resource per year from 2010 onward and a monthly refresh rate.", "caveat": null, "interpretation": { "added": false, "interpolation": false, "note": "The passport copies the published claim and its recorded source mapping without adding a conclusion." } }, { "id": "clm-cfd3a1e3547fad1c", "field": "snippet", "text": "the extract carries creation date, type, status, division and ward, with no closure date and no service-level target", "statementKind": "descriptive", "textMode": "verbatim-from-project-record", "mappingStatus": "mapped", "sourceRefs": [ "src-38f180da60c808e5" ], "supportNote": "The catalogue record lists the published attributes — creation date and time, location, original request type, status, division, section-unit and ward — and none of them is a closure date or a target.", "caveat": null, "interpretation": { "added": false, "interpolation": false, "note": "The passport copies the published claim and its recorded source mapping without adding a conclusion." } }, { "id": "clm-daf4e8289f5f92f2", "field": "snippet", "text": "Those targets sit instead on a separate public dashboard that reports how many requests were addressed within standard, division by division", "statementKind": "descriptive", "textMode": "verbatim-from-project-record", "mappingStatus": "mapped", "sourceRefs": [ "src-1eb4001505e3d2ed", "src-aba9cf1113cea8af" ], "supportNote": "The dashboard glossary defines the service level as the share of requests addressed or actioned by the responsible division within the service standard; the dashboard page describes the public view.", "caveat": null, "interpretation": { "added": false, "interpolation": false, "note": "The passport copies the published claim and its recorded source mapping without adding a conclusion." } }, { "id": "clm-c0b03b644a1562e6", "field": "snippet", "text": "a standard 'may be met through an initial investigation rather than full resolution of the issue'", "statementKind": "descriptive", "textMode": "verbatim-from-project-record", "mappingStatus": "mapped", "sourceRefs": [ "src-1eb4001505e3d2ed" ], "supportNote": "Quoted verbatim from the city's dashboard glossary.", "caveat": null, "interpretation": { "added": false, "interpolation": false, "note": "The passport copies the published claim and its recorded source mapping without adding a conclusion." } }, { "id": "clm-f10126f7aa81a334", "field": "lesson", "text": "Toronto's Auditor General found in 2011 that a 311 request marked 'closed' did not necessarily mean the service had been provided", "statementKind": "quantitative", "textMode": "verbatim-from-project-record", "mappingStatus": "mapped", "sourceRefs": [ "src-d46cedab0edbdd60" ], "supportNote": "Section B.2 of the audit report states that 'closed' did not necessarily mean the service had been provided.", "caveat": null, "interpretation": { "added": false, "interpolation": false, "note": "The passport copies the published claim and its recorded source mapping without adding a conclusion." } }, { "id": "clm-4e59a870f02d7613", "field": "lesson", "text": "it could also mean an investigation had begun, or that the service could not be provided", "statementKind": "descriptive", "textMode": "verbatim-from-project-record", "mappingStatus": "mapped", "sourceRefs": [ "src-d46cedab0edbdd60" ], "supportNote": "The report lists the range of actions 'closed' could mean, including an initiated investigation with service pending and service that could not be provided for operational reasons.", "caveat": null, "interpretation": { "added": false, "interpolation": false, "note": "The passport copies the published claim and its recorded source mapping without adding a conclusion." } }, { "id": "clm-29d075990d9605b6", "field": "lesson", "text": "The city added status categories", "statementKind": "descriptive", "textMode": "verbatim-from-project-record", "mappingStatus": "mapped", "sourceRefs": [ "src-d46cedab0edbdd60" ], "supportNote": "The report notes that staff added extra status categories in June 2011 in response to the audit concern.", "caveat": null, "interpretation": { "added": false, "interpolation": false, "note": "The passport copies the published claim and its recorded source mapping without adding a conclusion." } }, { "id": "clm-88d1b89070f701eb", "field": "lesson", "text": "no audit cited here has since tested whether a request marked closed was actually fixed", "statementKind": "descriptive", "textMode": "verbatim-from-project-record", "mappingStatus": "mapped", "sourceRefs": [ "src-d46cedab0edbdd60", "src-e0e74908ad7b7f96" ], "supportNote": "The 2011 report describes how the status was displayed and asks for accurate status information; the 2025 review examined one branch's complaint handling. Neither reports sampling closed requests against the work done.", "caveat": "This describes the stated scope of the two reviews; it is not a finding that closures are wrong.", "interpretation": { "added": false, "interpolation": false, "note": "The passport copies the published claim and its recorded source mapping without adding a conclusion." } }, { "id": "clm-5f1b70bddd42e3f1", "field": "lesson", "text": "a February 2025 Auditor General review of the Parks Branch, which found the division had no centralized system to track, log and manage public complaints at all", "statementKind": "quantitative", "textMode": "verbatim-from-project-record", "mappingStatus": "mapped", "sourceRefs": [ "src-e0e74908ad7b7f96" ], "supportNote": "The audit's key findings say the Parks Branch has no centralized system to track, log and manage public complaints.", "caveat": null, "interpretation": { "added": false, "interpolation": false, "note": "The passport copies the published claim and its recorded source mapping without adding a conclusion." } }, { "id": "clm-021e5e8a77660bd6", "field": "lesson", "text": "the city's own dashboard glossary warns that meeting a standard can mean an initial investigation rather than a repair", "statementKind": "descriptive", "textMode": "verbatim-from-project-record", "mappingStatus": "mapped", "sourceRefs": [ "src-1eb4001505e3d2ed" ], "supportNote": "The glossary says a service standard may be met through an initial investigation rather than full resolution of the issue.", "caveat": null, "interpretation": { "added": false, "interpolation": false, "note": "The passport copies the published claim and its recorded source mapping without adding a conclusion." } } ], "sources": [ { "id": "src-f16f2586d789107b", "title": "City of Toronto — About 311 (FAQ)", "url": "https://www.toronto.ca/home/311-toronto-at-your-service/311-frequently-asked-questions/", "publisher": { "name": null, "domain": "toronto.ca", "classification": "not-classified" }, "sourceType": "web-page", "language": "und", "role": "claim-evidence", "claimRefs": [ "clm-e3a4b3206d676b3a" ], "temporal": { "publishedAt": null, "updatedAt": null, "sourceCheckedAt": null, "recordLastVerifiedAt": "2026-11-03", "dossierCreatedAt": "2026-11-04", "retrievedAt": null, "status": "record-date-only" }, "locator": { "type": "descriptive-source-note", "value": "Operator page, hours and languages: 'Customer service representatives are available to answer your questions or fill a service request 24 hours a day, seven days a week', with interpreters available in 'more than 180 languages'.", "exact": false }, "preservation": { "archiveUrl": null, "archivedAt": null, "contentHash": null, "status": "not-captured" } }, { "id": "src-9180b0c801fe4a82", "title": "MobileSyrup — City of Toronto launches 311 service for non-emergency info", "url": "https://mobilesyrup.com/2009/09/24/city-of-toronto-launches-311-service-for-non-emergency-info/", "publisher": { "name": null, "domain": "mobilesyrup.com", "classification": "not-classified" }, "sourceType": "web-page", "language": "und", "role": "claim-evidence", "claimRefs": [ "clm-213fae0dc4e16135" ], "temporal": { "publishedAt": "2009-09-24", "updatedAt": null, "sourceCheckedAt": null, "recordLastVerifiedAt": "2026-11-03", "dossierCreatedAt": "2026-11-04", "retrievedAt": null, "status": "publication-and-record-dates-recorded" }, "locator": { "type": "descriptive-source-note", "value": "Contemporaneous coverage published 24 September 2009, the launch day, quoting the city: 'This is a pivotal day for customer service for the City of Toronto.' Confirms 24/7 operation and 180 languages at launch. Used for the start year only; no superlative about being first in Canada is claimed.", "exact": false }, "preservation": { "archiveUrl": null, "archivedAt": null, "contentHash": null, "status": "not-captured" } }, { "id": "src-38f180da60c808e5", "title": "City of Toronto Open Data — 311 Service Requests, Customer Initiated (CKAN package metadata)", "url": "https://ckan0.cf.opendata.inter.prod-toronto.ca/api/3/action/package_show?id=311-service-requests-customer-initiated", "publisher": { "name": null, "domain": "ckan0.cf.opendata.inter.prod-toronto.ca", "classification": "not-classified" }, "sourceType": "web-page", "language": "und", "role": "claim-evidence", "claimRefs": [ "clm-bbb35684d549f8cb", "clm-cfd3a1e3547fad1c" ], "temporal": { "publishedAt": null, "updatedAt": null, "sourceCheckedAt": null, "recordLastVerifiedAt": "2026-11-03", "dossierCreatedAt": "2026-11-04", "retrievedAt": null, "status": "record-date-only" }, "locator": { "type": "descriptive-source-note", "value": "Authoritative field and cadence source, queried 2026-07-26: refresh rate monthly, last refreshed 2026-07-08, one ZIP resource per year from 2010 to 2026. Attributes are creation date/time, location, original request type, status (Initiated, In Progress, Canceled, Closed), division, section-unit and ward — there is no closure date, no due date and no service-level target, and no channel column despite the description noting requests arrive by phone, fax, email, web, mobile API and Twitter. Note for the editor: the human-facing page at open.toronto.ca is a JavaScript shell that renders an empty 'Retired' template to fetchers; the dataset is live.", "exact": false }, "preservation": { "archiveUrl": null, "archivedAt": null, "contentHash": null, "status": "not-captured" } }, { "id": "src-1eb4001505e3d2ed", "title": "City of Toronto — 311 Service Standard Dashboard: Glossary & Notes", "url": "https://www.toronto.ca/home/311-toronto-at-your-service/311-frequently-asked-questions/311-service-standard-dashboard/dashboard-summary/", "publisher": { "name": null, "domain": "toronto.ca", "classification": "not-classified" }, "sourceType": "web-page", "language": "und", "role": "claim-evidence", "claimRefs": [ "clm-daf4e8289f5f92f2", "clm-c0b03b644a1562e6", "clm-021e5e8a77660bd6" ], "temporal": { "publishedAt": null, "updatedAt": null, "sourceCheckedAt": null, "recordLastVerifiedAt": "2026-11-03", "dossierCreatedAt": "2026-11-04", "retrievedAt": null, "status": "record-date-only" }, "locator": { "type": "descriptive-source-note", "value": "The load-bearing caveat, verbatim: 'A service standard defines the expected timeframe within which a service request is to be addressed or actioned by the responsible City division' and 'In some cases, a service standard may be met through an initial investigation rather than full resolution of the issue.' Requests addressed/actioned are counted 'in accordance with the applicable service standard within a specified timeframe', excluding cancelled requests and those with no standard.", "exact": false }, "preservation": { "archiveUrl": null, "archivedAt": null, "contentHash": null, "status": "not-captured" } }, { "id": "src-aba9cf1113cea8af", "title": "City of Toronto — 311 Service Standard Dashboard", "url": "https://www.toronto.ca/home/311-toronto-at-your-service/311-frequently-asked-questions/311-service-standard-dashboard/", "publisher": { "name": null, "domain": "toronto.ca", "classification": "not-classified" }, "sourceType": "web-page", "language": "und", "role": "claim-evidence", "claimRefs": [ "clm-daf4e8289f5f92f2" ], "temporal": { "publishedAt": null, "updatedAt": null, "sourceCheckedAt": null, "recordLastVerifiedAt": "2026-11-03", "dossierCreatedAt": "2026-11-04", "retrievedAt": null, "status": "record-date-only" }, "locator": { "type": "descriptive-source-note", "value": "The dashboard the targets live on: 'an interactive view of service request volumes, service levels, geographic distribution, and 311 call responsiveness across the city', covering six divisions, with static dashboards for property standards, noise, graffiti, dead wildlife pickup, garbage collection, overflowing bins, potholes, and trees and pruning.", "exact": false }, "preservation": { "archiveUrl": null, "archivedAt": null, "contentHash": null, "status": "not-captured" } }, { "id": "src-e0e74908ad7b7f96", "title": "Auditor General of Toronto — Audit of Parks Branch Operations Phase 2 (5 February 2025)", "url": "https://www.torontoauditor.ca/report/audit-of-parks-branch-operations-phase-2-supporting-vibrant-parks-by-improving-park-asset-management-and-repair-processes/", "publisher": { "name": null, "domain": "torontoauditor.ca", "classification": "not-classified" }, "sourceType": "web-page", "language": "und", "role": "claim-evidence", "claimRefs": [ "clm-88d1b89070f701eb", "clm-5f1b70bddd42e3f1" ], "temporal": { "publishedAt": "2025-02-05", "updatedAt": null, "sourceCheckedAt": null, "recordLastVerifiedAt": "2026-11-03", "dossierCreatedAt": "2026-11-04", "retrievedAt": null, "status": "publication-and-record-dates-recorded" }, "locator": { "type": "descriptive-source-note", "value": "The nearest thing in this series to an independent check on what happens after a 311 complaint is filed, verbatim: 'The Parks Branch does not have a centralized system to effectively track, log and manage public complaints, making it difficult to compile and analyze data to identify trends or address the underlying causes of recurring issues.' The report also says the branch can improve its targets for 'assessing, acknowledging, and resolving complaints received from Torontonians'. It audits one division's handling of complaints, not the accuracy of 311 closure codes.", "exact": false }, "preservation": { "archiveUrl": null, "archivedAt": null, "contentHash": null, "status": "not-captured" } }, { "id": "src-b8c548b33635307a", "title": "Auditor General of Toronto — 311 Toronto: Full Potential For Improving Customer Service Has Yet To Be Realized (23 November 2011)", "url": "https://www.torontoauditor.ca/report/311-toronto-full-potential-for-improving-customer-service-has-yet-to-be-realized/", "publisher": { "name": null, "domain": "torontoauditor.ca", "classification": "not-classified" }, "sourceType": "web-page", "language": "und", "role": "background", "claimRefs": [], "temporal": { "publishedAt": "2011-11-23", "updatedAt": null, "sourceCheckedAt": null, "recordLastVerifiedAt": "2026-11-03", "dossierCreatedAt": "2026-11-04", "retrievedAt": null, "status": "publication-and-record-dates-recorded" }, "locator": { "type": "descriptive-source-note", "value": "Cited for existence and date only: Toronto is one of the few cities in this series whose auditor has examined 311 itself. The report PDF could not be parsed in this environment, so no figure from it is used in the entry — including the often-repeated claim about unanswered calls.", "exact": false }, "preservation": { "archiveUrl": null, "archivedAt": null, "contentHash": null, "status": "not-captured" } }, { "id": "src-9a9fa0386c56cf1d", "title": "City of Toronto — Customer Experience Division Annual Report 2024", "url": "https://www.toronto.ca/legdocs/mmis/2025/se/bgrd/backgroundfile-253220.pdf", "publisher": { "name": null, "domain": "toronto.ca", "classification": "not-classified" }, "sourceType": "pdf", "language": "und", "role": "background", "claimRefs": [], "temporal": { "publishedAt": "2025-02-13", "updatedAt": null, "sourceCheckedAt": null, "recordLastVerifiedAt": "2026-11-03", "dossierCreatedAt": "2026-11-04", "retrievedAt": null, "status": "publication-and-record-dates-recorded" }, "locator": { "type": "descriptive-source-note", "value": "Origin of every volume figure in the impact field, operator self-reported: 'In 2024, CXD-311 responded to 1.29 million interactions with a Service Level of 82% for the phone', of which about 487,000 became service requests, against a target of answering 80% of calls within 75 seconds. These come from the operator's own report to committee, not from the open dataset.", "exact": false }, "preservation": { "archiveUrl": null, "archivedAt": null, "contentHash": null, "status": "not-captured" } }, { "id": "src-c8e33878752dbdb4", "title": "Open311 GeoReport v2 server directory — Toronto entry", "url": "https://wiki.open311.org/data/servers.yml", "publisher": { "name": null, "domain": "wiki.open311.org", "classification": "not-classified" }, "sourceType": "web-page", "language": "und", "role": "background", "claimRefs": [], "temporal": { "publishedAt": null, "updatedAt": null, "sourceCheckedAt": null, "recordLastVerifiedAt": "2026-11-03", "dossierCreatedAt": "2026-11-04", "retrievedAt": null, "status": "record-date-only" }, "locator": { "type": "descriptive-source-note", "value": "Registration record: jurisdiction_id 'toronto.ca', base_url 'https://secure.toronto.ca/webwizard/ws/', test_url 'https://secure.toronto.ca/open311test/ws/', version 'georeport-v2', production_ready true. Tested 2026-07-26: the production services list returned HTTP 404 and the test server returned HTTP 404. The discovery document at secure.toronto.ca/open311test/discovery.json still resolves but is dated December 2011.", "exact": false }, "preservation": { "archiveUrl": null, "archivedAt": null, "contentHash": null, "status": "not-captured" } }, { "id": "src-d46cedab0edbdd60", "title": "Auditor General of Toronto — 311 Toronto: Full Potential For Improving Customer Service Has Yet To Be Realized, full report (17 October 2011)", "url": "https://www.toronto.ca/legdocs/mmis/2011/au/bgrd/backgroundfile-42370.pdf", "publisher": { "name": null, "domain": "toronto.ca", "classification": "not-classified" }, "sourceType": "pdf", "language": "und", "role": "claim-evidence", "claimRefs": [ "clm-f10126f7aa81a334", "clm-4e59a870f02d7613", "clm-29d075990d9605b6", "clm-88d1b89070f701eb" ], "temporal": { "publishedAt": "2011-10-17", "updatedAt": null, "sourceCheckedAt": null, "recordLastVerifiedAt": "2026-11-03", "dossierCreatedAt": "2026-11-04", "retrievedAt": null, "status": "publication-and-record-dates-recorded" }, "locator": { "type": "descriptive-source-note", "value": "The full audit report (Appendix 1). Section B.2 records that during the audit in March 2011 the online status of a request showed only 'open' or 'closed', and that 'closed' did not necessarily mean the service had been provided: it could also mean an investigation had been initiated with service pending, or that service could not be provided for operational reasons. Staff added further status categories in June 2011; Recommendation 3 asks for 'accurate and clear status information on-line'.", "exact": false }, "preservation": { "archiveUrl": null, "archivedAt": null, "contentHash": null, "status": "not-captured" } } ], "coverage": { "claimsTotal": 12, "claimsMapped": 12, "sourcesTotal": 10, "sourcesUsedByClaims": 7, "sourcesWithPublicationDate": 5, "sourcesWithArchive": 0, "sourcesWithExactLocator": 0, "sourcesWithContentHash": 0 }, "limits": [ "Publisher names and source languages have not yet been classified; domains are recorded without guessing.", "Existing source notes are descriptive locators, not page- or paragraph-exact citations.", "A missing archive, publication date or content hash is shown as null rather than inferred.", "The project-level evidence grade ranks the strongest source in the entry; it is not a truth score for every claim." ] } } ] }