FOR RELEASE:
February 26, 2026
PRESS CONTACT:
Deanna Shoss, Communications, 773-478-8417
The City of Chicago Office of Inspector General (OIG) has concluded its audit of the Office of Emergency Management and Communication’s (OEMC) management of 311 and its service request performance. The 311 system, which receives between 2.2 and 2.3 million requests each year, is the City’s primary method for Chicagoans to request non-emergency City services, submit complaints, and access information about City programs, services, and events.
OIG found that 311’s public-facing platforms do not provide users with clear information on the overall process, request statuses, and work order timeframes. OIG used a citywide survey to learn about the public’s experience with the 311 system and held conversations with ward staff at five aldermanic offices to understand community members’ experiences with the 311 complaint process. Community members and ward staff used the term “black hole” when referring to their experience with 311. Inconsistent use of status updates, the inability to identify duplicate requests, and the fact that the system lacks an easily accessible explanation of the process, compound confusion and risk fostering distrust in 311 and the provision of City services.
“311 is the primary mechanism by which Chicagoans may request City services and access information about City programs, services, and events. As a technological tool for public communication, the 311 system should be simple to use, accessible, transparent, and responsive to the needs and experiences of Chicagoans,” said Deborah Witzburg, Inspector General for the City of Chicago. “Chicagoans know Chicago best. Seeing a status of ‘complete’ on an online service request when a pothole still gapes in your street does not build trust in a system intended to respond to community needs.”
OIG also found that 311’s ability to analyze complaint data to proactively improve City services is hampered by limited staffing. In addition to taking calls from the public, 311 staff members are expected to assist more than 40 City departments, sister agencies, and more with their 311 system needs, but have limited capacity to do so. 311 relies on departments to provide them with information on new programs or other needs related to 311; there is no City body responsible for using 311 data to “deliver improved customer service and manage resources more efficiently” citywide, though doing so is explicitly part of 311’s mission.
In response to OIG’s audit, OEMC acknowledged the need for better communication to the public and for more consistent training and communication with City departments.
Read the Report
Read the full report, released on February 26, 2026.
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About the Office of Inspector General (OIG)
The mission of the independent and nonpartisan City of Chicago Office of Inspector General is to promote economy, effectiveness, efficiency, and integrity by identifying corruption, waste, and mismanagement in City government. OIG is a watchdog for the taxpayers of the City and has jurisdiction to conduct inquiries into most aspects of City government.
If you see misconduct, mismanagement, or waste, we need to hear from you.
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