Chicago 311

The City of Chicago’s new, modernized 3-1-1 City Services offers Chicago residents a single access point for city services and provides enhanced transparency into City options. With the program being built and implemented under the guidance of a citizen-based task force, the City department efficiency increased, service delivery processes were streamlined and enabled residents to make requests and track progress from the beginning to resolution. This online tracking system helped to eliminate paper-based dispatch and scheduling, introduce in-field close out capabilities and increase closure rate from 82% to 94%, and provide customized dashboards to measure performance.