Case Study: City of Chicago’s 311 City Services Call Center achieves faster case resolution and improved citizen service with Salesforce

The City of Chicago is a Trailblazer in Delivering Government Services with Greater Efficiency

The City of Chicago’s 311 call center is the central hub for residents, businesses, visitors and partner organizations to access non-emergency city services and information. Facing shrinking budgets and workforces while citizens expect 24/7, personalized, app-ready service, Chicago needed a way to improve two-way communications, streamline case handling and deliver more services with fewer resources.

Chicago replatformed 311 on the FedRAMP-authorized Salesforce Government Cloud—using Community Cloud for self-service, Service Cloud for automated case management, Field Service Lightning for mobile scheduling and Einstein Analytics for reporting—integrated with other city systems. The solution enabled automated routing, real-time updates and mobile field access, cutting graffiti work-order scheduling from 45–60 minutes to 5–10 minutes, raising case-closure rates from 82% to 94%, reducing paperwork and repeat requests, and boosting overall efficiency and transparency.

City of Chicago’s 311 City Services Call Center

Derrick Brownlee

Managing Deputy CIO