Committee on Economic, Capital, and Technology Development
ORDER
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 of one or more Work Orders, and not those which were closed but not completed (as duplicates, due to no issue found, etc.).
BE IT FURTHER ORDERED BY THE CITY COUNCIL OF THE CITY OF CHICAGO: That the Commissioner of the Department of Assets, Information and Services shall implement all of the above requirements into the 311 system by no later than April 30th, 2021, or shall appear in the
following month before the Committee on Economic, Capital, and Technology Development to present an update on the Department's progress towards implementation of the above requirements, and a detailed description of any obstacles to implementation, and a plan for successful implementation taking said obstacles into account.
Andre Vasquez, Jr. Alderman, 40th Ward
Co-Sponsored:
Aid. Daniel La Spata, 1st Ward Aid. Felix Cardona, 31st Ward
Aid. Brian Hopkins, 2nd Ward Aid. Rossana Rodriguez Sanchez, 33rd Ward
Aid. Pat Dowell, 3rd Ward Aid. Gilbert Villegas, 36th Ward
Aid. Leslie Hairston, 5th Ward Aid. Nick Sposato, 38th Ward
Aid. Roderick Sawyer, 6th Ward Aid. Brendan Reilly, 42nd Ward
Aid. Susan Sadlowski-Garza, 10th Ward Aid. Michele Smith, 43rd Ward
Aid. George Cardenas, 12th Aid. James Cappleman, 46th Ward
Aid. David Moore, 17th Ward Aid. Matt Martin, 47th Ward
Aid. Jeanette Taylor, 20th Ward Aid. Harry Osterman, 48th Ward
Aid. Michael Rodriguez, 22nd Ward Aid. Maria Hadden 49th Ward
Aid. Byron Sicho Lopez, 25th Ward