311 is an easy-to-remember number to put callers in touch with the vast array of programs and services the City of Chicago has to offer. The 311 operation is available to report service needs, check the status of previous service requests, obtain information regarding City programs or events, and file non-emergency police reports.
Last year the 311 Call Center received approximately 3.9 million calls! The Call Center operators have received extensive training and are prepared to treat every caller as a valued customer. The operators also have access to a language bank to request the assistance of translators, who provide translation for more than 100 languages, if needed.
A call to 311 triggers a series of events. If the caller needs information, a few keystrokes will give the 311 operator access to a database with City information. if the caller requests a City service, intake screens guide the 311 Operator to ask for, and enter, the necessary information. If the caller wants to file a non-emergency police report, the operator will connect the caller to a sworn police officer in the Chicago Police Department's Alternative Response Section (ARS), housed at the 311 Call Center, for assistance.
The 311 Customer Service Request (CSR) technology includes an intake form used to create a service request, assign a tracking number, prompt a checklist of steps to resolve the problem, and generate work orders and any necessary correspondence. Each service request entails a code for its service type and a corresponding realistic customer service goal that recognizes organizational demands while meeting customer expectations. The CSR System distributes the work orders to the appropriate governmental and non-governmental agencies, which can be printed as hard copies, uploaded to mobile computers or wireless transmission to smartphones, PDAs, pagers and other portable devices.
Call 311 if you want to...
|Dec 17, 2012||Text Messaging Capabilities Are Added to Chicago's 311 and City Alerts System|
|Sep 20, 2012||Mayor Emanuel Launches New Online "Open311" System to Improve Government Accountability and Service Delivery|