https://www.americancityandcounty.com/wp-content/themes/acc_child/assets/images/logo/footer-logo.png
  • Home
  • Co-op Solutions
  • Hybrid Work
  • Commentaries
  • News
  • In-Depth
  • Multimedia
    • Back
    • Podcast
  • Resources & Events
    • Back
    • Resources
    • Webinars
    • White Papers
    • IWCE 2022
    • How to Contribute
    • Municipal Cost Index – Archive
    • Equipment Watch Page
    • American City & County Awards
  • About Us
    • Back
    • About Us
    • Contact Us
    • Advertise
    • Privacy Statement
    • Terms of Service
American City and County
  • NEWSLETTER
  • Home
  • Co-op Solutions
  • Hybrid Work
  • Commentaries
  • News
  • In-Depth
  • Multimedia
    • Back
    • Podcasts
  • Resources/Events
    • Back
    • Webinars
    • White Papers/eBooks
    • IWCE 2022
    • How to Contribute
    • American City & County Awards
    • Municipal Cost Index
    • Equipment Watch Page
  • About Us
    • Back
    • About Us
    • Contact Us
    • Advertise
    • Cookie Policy
    • Privacy Stament
    • Terms of Service
  • newsletter
  • Administration
  • Economy & Finance
  • Procurement
  • Public Safety
  • Public Works & Utilities
  • Smart Cities & Technology
  • Magazine
acc.com

Smart Cities & Technology


City’s computers automate responses to residents

City’s computers automate responses to residents

In 1998, Chicago was using an outdated computer system to track residents' service requests. City officials were faced with the option of updating the
  • Written by American City & County Administrator
  • 1st April 2002

In 1998, Chicago was using an outdated computer system to track residents’ service requests. City officials were faced with the option of updating the system for Y2K or replacing it. To help make that decision, city officials investigated how residents requested city services, such as garbage collection, fallen tree removal and street clearing, and how well the city responded to those requests with its old computer system.

Officials concluded that the old system no longer met the city’s needs and decided to replace it with one that would improve communication between departments and reduce the response time to residents’ requests. City officials also wanted a computer system that could generate information to help departments improve service delivery.

In May 1999, the city created a 311 call center to handle all non-emergency phone calls from residents. It installed a server and about 75 PCs and began using enterprise-wide software developed by Schaumburg, Ill.-based Motorola to track departments’ responses to the calls. The software facilitates coordination among departments in situations that require a multi-agency response. It alerts the appropriate department when one phase of work ends and another is ready to begin, thus reducing costly delays.

Chicago’s goal with the software is to automate responses to residents’ requests for services. (Residents can call 311, call a city department or alderman, or visit the city Web site to request services.) No matter how residents contact the city, their requests are logged and tracked using the software.

The service request system has improved efficiency by:

  • Simplifying communication. Residents can call one phone number, visit the city Web site or visit one city agency to enter any request for service.

  • Reducing response time.

  • Producing real-time reports. Managers can access trends and response times for specific types of requests, which helps them highlight outstanding performance and target efficiency needs.

  • Broadening phone directory access. Chicago is taking advantage of the system to implement a citywide phone directory, which can be accessed on the Internet. Individual departments update the directory.

  • The service request system has helped the Department of Sewers reduce its response time in certain areas by 83 percent, and the Bureau of Electricity has saved hundreds of hours by using the system to identify duplicate requests for street light repairs. Additionally, the city has reduced its auto impound inventory from 120 percent of capacity to 80 percent of capacity. The system processes all activities related to abandoned and towed vehicles — from the time a tow request is made through the time the impounded vehicle is released. Automobiles no longer stay in the impound lot because of information processing snafus.

Tags: Smart Cities & Technology

Most Recent


  • 10 cities ideal for hybrid or full-time telecommuters seeking an outdoor lifestyle
    When the pandemic was first realized, cities emptied out, highways were suddenly devoid of cars and storefronts shuttered overnight. The assumption in many communities was that it would last for a few months and then everything would return to normal—those who’d left would return to their office jobs and apartments.  But these two years later, […]
  • Amid tech labor shortage, outsourcing digital services could provide relief
    The COVID-19 pandemic accelerated tech and digitization globally, forever changing the way local governments conduct daily business, along with the expectations of constituents. Over the last two years, smart city plans have increased in popularity; services like tax bill payments and licensing have mostly shifted into the digital realm; and town offices evolved into comprehensive […]
  • procurement IT
    The beauty of the beast: Why the pandemic & cybersecurity might actually improve procurement and IT collaboration
    For well over decade, IT managers have listed cybersecurity as their number one concern. Both the CompTIA Public Technology Institute (PTI) and the National Association of State Information Officers (NASCIO) have been tracking top trends in IT management, policy, governance and operational issues as they relate to state and local government. Only recently has “procurement” […]
  • public health
    Building the public health workforce of tomorrow
    Since the first case of COVID-19 hit the United States, public health units across the country have been working non-stop to contain this deadly disease. In the two years since the first lockdowns, we’ve all seen these professionals work diligently to help educate the public about the risks, give tips on how to prevent getting […]

Leave a comment Cancel reply

-or-

Log in with your American City and County account

Alternatively, post a comment by completing the form below:

Your email address will not be published. Required fields are marked *

Related Content

  • North Texas alliance partners with Marketplace.city on smart government solutions
  • Harris County deploys next-generation security in 150 public buildings
  • Prioritizing rapid restore leads to stronger ransomware attack recovery
  • Today’s infrastructure needs greater than roads and bridges - It’s time to face our digital connectiveness

White papers


How to Assemble a Rockstar Website Redesign Steering Committee

7th June 2022

Hand Hygiene: Compliance Matters

23rd May 2022

What it Takes to Build a Winning Esports Program

23rd May 2022
view all

Events


PODCAST


Young Leaders Episode 4 – Cyril Jefferson – City Councilman, High Point, North Carolina

13th October 2020

Young Leaders Episode 3 – Shannon Hardin – City Council President, Columbus, Ohio

27th July 2020

Young Leaders Episode 2 – Christian Williams – Development Services Planner, Goodyear, Ariz.

1st July 2020
view all

Twitter


AmerCityCounty

Three U.S. cities to adopt Bloomberg Philanthropies Mayors Challenge-winning project to combat climate change dlvr.it/ST4bjk

29th June 2022
AmerCityCounty

10 cities ideal for hybrid or full-time telecommuters seeking an outdoor lifestyle dlvr.it/ST4T5g

29th June 2022
AmerCityCounty

Take American City & County’s budgeting survey dlvr.it/ST0qQP

28th June 2022
AmerCityCounty

Six cities and counties will take stock of underutilized assets in Rethinking Revenue incubator dlvr.it/ST0ZVp

28th June 2022
AmerCityCounty

Seamless Cooperative Experience Saves Indiana City Exponentially in Time and Money dlvr.it/SSxp95

27th June 2022
AmerCityCounty

10 best large cities for fishing dlvr.it/SSxbSZ

27th June 2022
AmerCityCounty

Generational differences present an opportunity to reinvent public sector service delivery dlvr.it/SSxbN7

27th June 2022
AmerCityCounty

Report: Local and state governments are facing a retention crisis; the worst could be yet to come dlvr.it/SSnmS7

24th June 2022

Newsletters

Sign up for American City & County’s newsletters to receive regular news and information updates about local governments.

Resale Insights Dashboard

The Resale Insights Dashboard provides model-level data for the entire used equipment market to help you save time and money.

Municipal Cost Index

Updated monthly since 1978, our exclusive Municipal Cost Index shows the effects of inflation on the cost of providing municipal services

Media Kit and Advertising

Want to reach our digital audience? Learn more here.

DISCOVER MORE FROM INFORMA TECH

  • IWCE’s Urgent Communications
  • IWCE Expo

WORKING WITH US

  • About Us
  • Contact Us

FOLLOW American City and County ON SOCIAL

  • Privacy
  • CCPA: “Do Not Sell My Data”
  • Cookies Policy
  • Terms
Copyright © 2022 Informa PLC. Informa PLC is registered in England and Wales with company number 8860726 whose registered and Head office is 5 Howick Place, London, SW1P 1WG.
This website uses cookies, including third party ones, to allow for analysis of how people use our website in order to improve your experience and our services. By continuing to use our website, you agree to the use of such cookies. Click here for more information on our Cookie Policy and Privacy Policy.
X