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Record #: Or2021-75   
Type: Order Status: Introduced
Intro date: 3/24/2021 Current Controlling Legislative Body: Committee on Economic, Capital and Technology Development
Final action:
Title: Call for Commissioner of Department of Assets, Information and Services to provide accurate completion time estimates for service requests in 311 system
Sponsors: Vasquez, Jr., Andre, La Spata, Daniel , Hopkins, Brian , Dowell, Pat, Hairston, Leslie A., Sawyer, Roderick T., Sadlowski Garza, Susan, Cardenas, George A., Moore, David H., Taylor, Jeanette B. , Rodriguez, Michael D., Sigcho-Lopez, Byron, Cardona, Jr., Felix , Rodriguez Sanchez, Rossana , Villegas, Gilbert, Sposato, Nicholas, Smith, Michele, Cappleman, James, Martin, Matthew J. , Osterman, Harry, Hadden, Maria E. , Reilly, Brendan
Topic: CITY DEPARTMENTS/AGENCIES - Assets, Information and Services
Attachments: 1. Or2021-75.pdf
Committee on Economic, Capital, and Technology Development


WHEREAS, the City of Chicago coordinates the services and non-emergency responses of many of its departments (including but not limited to the Chicago Department of Transportation, the Department of Streets and Sanitation, and the Department of Water Management) through its 311 system, and

WHEREAS, each request logged in the 311 system by a user generates an estimated time to completion, based on the type of request logged, and

WHEREAS, in the current 311 system estimated times to completion are static, and provide the same estimated completion time for each given request type regardless of conditions on the ground or recent performance history from City departments, and

WHEREAS, the given estimates are frequently inaccurate, and create false expectations for individuals logging service requests, and

WHEREAS, the 311 system in its current state contains already the timestamped opening date and closure/completion date (if any) for all logged service requests, and

WHEREAS, providing accurate and realistic completion time estimates for service requests is a clear public benefit and within the technical capabilities ofthe existing 311 system, NOW THEREFORE,

BE IT ORDERED BY THE CITY COUNCIL OF THE CITY OF CHICAGO: That the Commissioner of the Department of Assets, Information and Services shall cause estimated completion times for filed requests to be incorporated into the 311 system, and that those estimates shall be
visible to the submitting user upon submission of the request, and logged within the 311 system with the request,
specific to the request Type within the 311 system of the submitted request,
calculated as a median completion time of completed 311 requests of the relevant request Type, as logged by the 311 system from the opening of each request to its completion, and using for the calculation ofthe median only those requests which were completed following the issuance and completion o...

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