ChiTEXT

311 City Services currently takes a number of incoming calls that do not result in a city service request and classifies them as “information-only” calls.  In many cases, these information-only calls involve citizens requesting a simple location and/or phone number for City Departments, outside agencies and utilities, etc.

Given today’s technology, many people already use their mobile phones to send and receive substantial amounts of information through text messaging.  We explored the ability for Chicago residents and visitors to have information sent directly to their mobile phone for commonly asked questions. 

Our new 311 ChiTEXT Short Message Service (SMS) Text Messaging feature will help to maximize resources and provide information to Chicago residents and visitors in a timely manner.  This feature allows users to select an option from a menu of information and receive a response in the form of an authentic text message from the City of Chicago.

The new ChiTEXT feature will...

• Deploy a self-service mobile phone function
• Redirect frequently requested information-only calls to a new communication channel
• Increase public access to information regarding services and events
• Decrease 311 Call Center call volume and customer wait time
• Maximize constituent satisfaction

Users will begin by texting the word “Chicago” to “311311”.  The requester will receive an automated response with a menu listing 3 information options:

1. OPTION A:   Contact Information (government agency, public utility, etc.)
2. OPTION B:   Location Search (ward/aldermanic, police beat and district information)
3. OPTION C:   Vehicle Services (location of a towed or relocated vehicle)

• Click here for text instructions on how to use ChiTEXT.

• Text "STOP 311311" to cancel alerts.
• Message and data rates may apply.
• Text "HELP" to "311311" for SMS usage information or send email to: chicago@agent511.com.

• Click below to view a video about ChiTEXT.