Don’t Fret: 311’s Got You Covered
The 311 Community Engagement team has been out and about — hearing a wide array of comments from residents about the upcoming updates to the City’s non-emergency system.
At 29th Ward Ald. Chris Taliaferro’s meeting on Nov. 7, residents were concerned that the high-tech changes to 311 — including a new mobile app, mapping capability, the ability to submit photos with requests, and more self-service options on the internet — would leave those without access to technology behind.
“Well, if you don’t have a computer or the internet, how will this work?” one resident asked.
The 311 system is still going to be accessible via the phone — the same as always. Residents can, and are encouraged to, use 311 however they feel most comfortable. Whether that be on the phone, via a mobile app, or on the web.
System improvements will make service speedier and more efficient no matter how you access 311. Increased self-service and better technology will free-up phone operators to handle more calls, even quicker.
Meanwhile, the new updates are scheduled for later this year.
Also on Nov. 7, the 311 Community Engagement team popped-in on an audience of mostly police officers and city employees at the Chicago Police Department walk-in flu clinic on the South Side.
There, a few residents wondered why 311 calls were sometimes transferred to the wrong department, and asked that more training be given to phone operators.
In fact, a robust training program for City staff is being implemented as part of the 311 modernization. Hundreds of City workers are going to be trained on the new system over the next several months. Customer service and speedy issue resolution will be a major focus of this training.
Lastly, the 311 team swung by a cybersecurity workshop in Little Village on Nov. 8. There, residents said they were not that interested in the new mobile app — but were excited to hear that Chicago was taking steps to modernize the system in other ways.
Keep the comments and the input coming. Click whatsthe311.org to find out more and to stay tuned. And stay warm, Chicago!
