Audit of 311 Service Request Process

Executive Summary

The 311 system is the City’s primary method for Chicagoans to request nonemergency City services, submit complaints, and access information about City programs, services, and events.

The objectives of the OIG’s audit were to determine whether 311:

• provides the public with high quality information about the status of their service requests in keeping with its mission to document, monitor, and provide easy access to information; and
• “[a]ssist[s] City departments, governmental, and non-governmental agencies [to] deliver improved customer service and manage resources more efficiently,” as stated in its mission.