Implemented in 1999 as part of the Office of Emergency Management and Communications (OEMC) as a non-emergency alternative.
Works closely with OEMC to ensure proper staffing of the Emergency Operations Center (EOC) during critical exercises and operations, such as weather emergencies and escalation of the national threat level.
Received an incoming call volume of approximately 3.9 million calls in 2011.
Receives requests for City Services and forwards them to the appropriate departments.
Tracked approximately 2,029,380 service requests in 2011 (including duplicates); 1,744,570 (excluding duplicates).
Processes nearly 100,000 non-emergency police complaints annually, freeing officers time for emergency response and community policing.
Provides 311 System training to staff members from City departments, City agencies and aldermanic offices.
Provides technical assistance to other cities and countries by coordinating site visits to the Call Center.
Received the Innovations in American Government Award from the Ash Institute for Democratic Governance and Innovation at Harvard University's John F. Kennedy School of Government.
Recipient of the National Public Service Excellence Award conferred by the Public Employees Roundtable.
Featured on The Visionaries a nationally syndicated PBS program.