Case Study: ChiTEXT reduces 3-1-1 call volumes and saves agent time with Agent511

ChiTEXT mitigates 3-1-1 call volumes while fostering innovation and transparency

ChiTEXT, the City of Chicago’s two‑way mobile channel for the 3‑1‑1 Center, needed to reduce rising call volumes and expand communication options as part of its Open311 and open data strategy. Agent511 delivered ChiTEXT on its REACH INTERACTIVE™ municipal platform using the SMS short code 311‑311 to provide an accessible, two‑way information and service‑request channel for residents.

Agent511’s solution (deployed in partnership with Motorola Solutions) integrated Open311, configurable interactive flows, MMS photo support, CSR and Salesforce status updates, and custom queries for towed vehicles, districts, and office info. The implementation generates nearly 30,000 citizen service updates monthly, has cut 3‑1‑1 agent phone time, driven public adoption, and supported the City’s open data initiatives.

ChiTEXT

Derrick Brownlee

Deputy Chief Information Officer