Forward - City of Chicago

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serving chicagoans As a department, CDOT is not just oriented to moving people. We are action agenda also committed to continually improving the service we provide to the Chicagoans who are our customers, our funders, and our neighbors. We pledge to deliver high-quality customer service. Requests for service from CDOT and other City departments can be made by any citizen by calling 311. Many types of service can also be requested through the City’s 311 website. The City’s Customer Service Request system sorts CDOT requests into 45 public “request types”, which are then assigned to various divisions of CDOT for action within a set period of time. This system is used to ensure that CDOT provides high-quality, timely service to fix the problems that have been reported. For example, requests to repair or replace one-way signs need to be completed within three days; in 2011, the average response was 1.03 days. In the next two years, CDOT will raise the bar on its existing performance standards. 54 But that’s only half the challenge. We must also be more clear about when, where and how we are providing these services. A key to this is making sure we make the best use of current technologies. In partnership with the City’s Department of Innovation and Technology (DoIT), CDOT will use social media, smartphones, open data, and more, to not only hear and respond to requests for repairs and improvements, but also to recognize and prevent problems before they occur.
Performance Measures 1. Increase the percentage of Customer Service Requests and 311 requests resolved within the “allowable duration” to at least 95%. 2. Increase the percentage of Customer Service Requests and 311 request categories where the average response time is less than half the “allowable duration” to at least 50% (and reduce the “allowable duration” when feasible). 3. Increase the percentage of potholes patched or fixed within 72 hours. 4. Increase the percentage of social media inquiries that receive a usable response by the next business day. 55
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Chicago Forward Department of Trans
Page 5: DEPARTMENT OF TRANSPORTATION City o
Page 8 and 9: CHICaGo TImelIne 1673 Explorers Mar
Page 10 and 11: 10 VIsIonsTaTemenT “Ensure that C
Page 12 and 13: ReWInD Transportation has always sh
Page 14 and 15: Safety First
Page 16 and 17: safety first Safety is paramount in
Page 18 and 19: safety first action agenda 1 P olic
Page 20 and 21: safety first action agenda 2 Engine
Page 22 and 23: safety first action agenda 3 Enforc
Page 24 and 25: safety first action agenda 4 Educat
Page 26 and 27: Rebuild & Renew
Page 28 and 29: ebuild & renew Over its history, Ch
Page 30 and 31: ebuild & renew action agenda 1 Make
Page 32 and 33: ebuild & renew action agenda 2 Fix
Page 34 and 35: ebuild & renew action agenda 3 Insp
Page 36 and 37: ebuild & renew action agenda 4Seek
Page 38 and 39: Choices for Chica
Page 40 and 41: choices for chicago Americans love
Page 42 and 43: choices for chicago action agenda 4
Page 52: Serving Chicagoa
Page 57 and 58: 1 » Actions a. Partner with DoIT t
Page 59 and 60: 2 » Actions a. Reorganize the CDOT
Page 61 and 62: 3 » Actions a. Install multi-modal
Page 63 and 64: 4 » Actions Chicago Center for Gre
Page 65 and 66: le City LASALLE STREET MEDIAN IN AP
Page 67 and 68: Performance Measures 1. Increase th
Page 69 and 70: 1 » Actions a. Launch a Travel Dem
Page 71 and 72: 2 » Actions a. Continue tree plant
Page 73 and 74: 3 » Actions a. Adopt sustainable i
Page 75 and 76: 4 » Actions a. Retrofit 1,150 addi
Page 77 and 78: 5 » Actions a. Divert at least 80%
Page 80 and 81: fuel our economy action agenda Chic
Page 82 and 83: fuel our economy action agenda 1 Ma
Page 84 and 85: fuel our economy action agenda 2 Im
Page 88 and 89: fuel our economy action agenda 4 Be
Page 92: concluding remarks action agenda on
Page 95 and 96: SERVING CHICAGOANS 52 11. Customer
Page 97 and 98: enD noTes 1. Page 12 - http://explo
Page 99 and 100: aCknoWleDGemenTs Rahm Emanuel, Mayo
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Forward - City of Chicago

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