Chicago 311 Base Case

By Kim S. Nash  |  Posted 2004-04-04 Print this article Print

Years after setting aside 311 for non-emergencies, Chicago's finally got its number.

Chicago 311 Base Case

Headquarters of 311 City Services: 2111 W. Lexington St., Chicago, IL 60612

Phone: (312) 746-9760

Purpose: To provide citizens with information about city services; to accept citizen requests and complaints, routing them to the right department for resolution.

Chief Information Officer: Chris O'Brien

System Budget for 2004: $500,000 for system maintenance; $329,760 for information-technology personnel; $3.5 million for call-center operators and 311 managers.

Challenge: Make Chicago government more responsive to its three million citizens amid a municipal hiring freeze and employee cuts of 4.8% in 2004.

Baseline Goals:

  • Answer incoming calls within 13 seconds, while call volume grows a projected 5.6% to 4 million calls in 2004.
  • Create perpetual archive of two years' worth of service requests, amounting to 3.7 million or more records.
  • Install backup systems to recover data and operations within four hours after a disaster.

Senior Writer
Kim has covered the business of technology for 14 years, doing investigative work and writing about legal issues in the industry, including Microsoft Corp.'s antitrust trial. She has won numerous awards and has a B.S. degree in journalism from Boston University.

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