311 FAQs…and some more 311 FAQs
In case you didn’t know, CHI 311 was revamped in December, 2018.
Our non-emergency system (yes, Chicago, it is ours!) got a complete makeover: a new website, a new mobile app (get it on Apple and Google Play), and tons of other enhanced features — all designed to make our City a more pleasant place in which to live, work, and play.
But, as the 311 Community Engagement team cruises through the City to talk about this new system (Learn where we’ll be next!), it is clear that 311 is complex. And it creates a lot of questions from Chicagoans.
To help just a little, here are some frequently asked questions (and answers!) to what we’ve been hearing.
Please, provide us with feedback on what you want to add to this list, or what else you want to know.
Thanks, Chicago!
Frequently Asked Questions
Are the recent improvements to the CHI 311 system limited to just a new website and a new mobile app, or do these changes mean City Services are improving?
In addition to the new features a resident can see (such as a new website and a new mobile app available on Apple and Google Play), the CHI 311 system has been upgraded and enhanced “from the ground up.” It’s been improved in a variety of ways that will help better serve the residents of Chicago. For example, City workers are now utilizing technologies and workflow processes which makes them more efficient and more agile. The new CHI 311 system connects residents with the workers who provide them service by giving estimated completion times, by linking duplicate service requests together, and by providing the City with better data about service-related issues and where they are coming from.
Is the system going to be updated and improved over time?
Yes. The CHI 311 system will be continuously improved and updated over time. For this reason, it is important that residents provide feedback on their experiences with CHI 311.
If I sign up for an account, or submit a service request with my personal information, is my information shared with anyone outside of the departments completing the work?
No. A resident’s personal information will only be shared with the City department working on the request.
Do I have to give my name when I submit a service request or report an issue?
No. You may remain anonymous when you submit a service request or report an issue. This is true no matter how you submit a request — by calling, submitting via SMS, web, or mobile app. Registered users with profiles may still submit anonymous requests. You may also submit service requests on behalf of other people, such as family members, friends, or neighbors, and either choose to provide contact information or remain anonymous.
However, City departments responsible for delivering the service(s) you are requesting may wish to contact you for follow up or to clarify your request, so providing contact information often aids in completing work.
When will multi-language support be available?
Since the site is newly launched, we are still working on adding and improving content. We will be adding human-generated translations in Spanish, Chinese, and Polish in early 2019. In the meantime, some portal content has been machine-translated (currently in Spanish, Polish and Chinese).
Residents may also call 311 and request an operator to assist you in your preferred language.
When do I use 311 vs. 911 for police-related issues?
Call 911 while the incident you are reporting is in progress and the on-site presence of a police officer is necessary to help resolve the matter (e.g., burglary in progress, incident involving injuries, quieting loud neighbors, etc.).
Contact 311 if the incident you are reporting has occurred and the offender is gone from the scene. Use 311 to find information, request non-emergency services, or report non-emergency issues. You can call 311 to find out what police district and beat you live in, as well as the date, time and location of your next beat meeting. Contacting 311 gives you easy access to non-emergency police services, from filing police reports to talking to police personnel in your district.
I’ve been hearing about Smart 911. What’s that, and is it related to the new CHI 311?
Smart 911 and CHI 311 are two separate systems and there is no information being shared between these two systems. Smart911 is a service that allows residents to create a free safety profile for their household that includes any information they want 911 and first responders to have in the event of an emergency. CHI 311 is the city’s non-emergency system. In both systems (Smart 911 and CHI 311) you can create and save a user account. Please note that 911 is for emergencies, and 311 is for non-emergencies.
How do I provide feedback on City services, the website, or the mobile app?
If you sign up for a CHI 311 account and opt-in to email notifications, the City will send you a survey when it has completed the work.
To provide feedback, submit an idea for a new or improved feature, or report bugs on the website, go to the website, scroll to the bottom of the page, and click “feedback.” There, you will also find a link to a “roadmap,” which allows you to view and vote on ideas for new features or other site improvements and see what’s currently in development.
To provide feedback, submit an idea for a new or improved feature, or report bugs on the mobile app, open up the app, go to “Settings” and “App info,” and there you will find a link to provide feedback on CHI 311.
What are the “knowledge articles?”
Knowledge articles are a group of informative articles that residents can utilize to solve problems or learn more about Chicago City services.
Knowledge articles are located in the “articles” section on the app or website. This database of helpful information can be searched and will be continuously updated over time.
For example, if you type in “festivals” in the articles section, you will find information on festival permits, applications, upcoming festival and parade dates in the City, and more.
