Permanent project revision

CHI311 Service Requests and the Audit of "Completed"

Revision 2026-08-12-evidence-baseline · effective 2026-08-07

Superseded. A later revision exists: 2026-08-20-source-dates →

unreviewed

Created the first structured Evidence Passport with 2 claims and 6 source dossiers.

sha256:6ea313a62189fade7b457f9dee249dfaefb2afa80327a5b2d3c99f276028967b

All revisions → Current entity page →

Change set

add /evidencePassport — Added claim-level evidence mapping and source dossiers.
add /revisionHistory — Established a permanent, hash-addressed baseline revision.

2: of 2 claims mapped
6: source dossiers
4: publication dates recorded
2: archives linked
0: exact locators
0: content captures hashed

Claims, one by one

The text below is copied verbatim from the published record. Each claim names the source dossiers that carry it; caveats stay attached to the claim they qualify.

Claim 1 clm-e0cbde462faffa0c quantitative

1,889,546 marked Completed (96.4%)

Published field: impact · verbatim
Mapping: mapped · no interpretation or interpolation added by this passport
What the mapping says: Counted directly from the city's own open dataset via the Socrata API on 7 August 2026, over calendar-year 2025 rows.
Caveat: A count of the published file, not of the case system behind it — the Inspector General reports a higher annual load because the portal copy is cleaned before upload.

Sources carrying this claim

City of Chicago Data Portal — 311 Service Requests (dataset v6vf-nfxy)

Claim 2 clm-6e72f661d28d4edf descriptive

OIG says the portal copy is cleaned before upload and does not reflect all service request categories

Published field: impact · verbatim
Mapping: mapped · no interpretation or interpolation added by this passport
What the mapping says: The audit states the open-data copy is cleaned before publication and omits categories, which is why it is smaller than the 2.2-2.3 million requests a year the audit reports.
Caveat: The audit gives the annual load as a range rather than a single figure.

Sources carrying this claim

City of Chicago Office of Inspector General — Audit of 311 Service Request Process (PDF, 26 February 2026)

Source dossiers and revision state

This layer records what is known about each source, what is still missing, and the exact snapshot this page is rendering. A missing date, archive or hash stays visible as missing.

unreviewed Revision 2026-08-12-evidence-baseline effective 2026-08-07 · created 2026-08-12

Awaiting operator and domain-expert review; no human review is implied by publication of this baseline.

sha256:6ea313a62189fade7b457f9dee249dfaefb2afa80327a5b2d3c99f276028967b

Revision history → Permanent version link → Machine-readable record → Evidence Constitution →

2: of 2 claims mapped
6: source dossiers
4: publication dates recorded
2: archives linked
0: exact locators
0: content captures hashed

Governance facts carried by the record

Operator: 311 City Services, Office of Emergency Management and Communications (OEMC); system and data with the Department of Technology and Innovation (City of Chicago)
Actor types: city-government
Funding model: Not recorded
Funding description: Not recorded
Cost: Not recorded
Ownership: Not recorded
Decision rights: Not recorded
Exit conditions: Not recorded

6 source dossiers

City of Chicago Office of Inspector General — Audit of 311 Service Request Process (PDF, 26 February 2026) igchicago.org · 1 linked claim

Open original source ↗

Stable source ID: src-3eb3d512b8028171
Publisher: Name not classified · igchicago.org
Type / language: pdf · language not classified
Published: 2026-02-26
Updated: Not recorded
Source last checked: No source-level check date
Record last verified: 2026-08-07
Dossier created: 2026-08-12
Retrieved copy: No local capture recorded
Archive: Open archived copy ↗ · 2026-06-25
Content hash: No captured content hash
Locator: Open the recorded source note
Carries almost every load-bearing claim: "Chicago implemented its 311 system in 1999 and began using its current 311 software, Salesforce, in late 2018"; 311 receives between 2.2 and 2.3 million requests each year; 69 budgeted full-time positions in 2025 of which the Service Advocacy Unit is two, assisting more than 40 City departments; the sewer cave-in example where the initial work order has an SLA of 20 days while the work orders needed total 110 days; two kinds of SLA shown without explanation, the "average" being in fact a median and available only for the 44 most common request types; departments closing duplicates without classifying them; department notes not visible to the public; "black hole" used by multiple community members and ward staff; footnote 18 stating the Data Portal copy is cleaned before upload and therefore does not reflect all service request categories.
Descriptive only — not page/paragraph exact
Claims linked: clm-6e72f661d28d4edf

Chicago OIG — press release on the 311 audit igchicago.org · background

Open original source ↗

Stable source ID: src-f5648d43ad85af28
Publisher: Name not classified · igchicago.org
Type / language: web-page · language not classified
Published: Not recorded
Updated: Not recorded
Source last checked: No source-level check date
Record last verified: 2026-08-07
Dossier created: 2026-08-12
Retrieved copy: No local capture recorded
Archive: No archived copy linked
Content hash: No captured content hash
Locator: Open the recorded source note
Publication date 26 February 2026 and the summary findings: public-facing platforms do not give users clear information on the process, request statuses and work order timeframes; no City body is responsible for using 311 data to improve service delivery citywide.
Descriptive only — not page/paragraph exact
Claims linked: Background source; no baseline claim points here

City of Chicago Data Portal — 311 Service Requests (dataset v6vf-nfxy) data.cityofchicago.org · 1 linked claim

Open original source ↗

Stable source ID: src-e97e3ed56c4f18e4
Publisher: Name not classified · data.cityofchicago.org
Type / language: web-page · language not classified
Published: Not recorded
Updated: Not recorded
Source last checked: No source-level check date
Record last verified: 2026-08-07
Dossier created: 2026-08-12
Retrieved copy: No local capture recorded
Archive: Open archived copy ↗ · 2026-07-26
Content hash: No captured content hash
Locator: Open the recorded source note
Queried through the Socrata API on 7 August 2026. Dataset description states it covers requests created after the launch of the new 311 system on 12/18/2018 plus some legacy records flagged in a LEGACY_RECORD column; rows last updated 2026-08-07. All counts in the impact field were computed from this dataset, as was the channel split via the origin column. The pre-2019 record is not in this file: it survives as separate frozen per-service-type historical datasets (potholes, graffiti, rodent baiting, tree trims, garbage carts and others), which is why series cannot be run across the migration.
Descriptive only — not page/paragraph exact
Claims linked: clm-e0cbde462faffa0c

Chicago OIG — Advisory Concerning the City's Complaint-Based Approach to City Services (PDF, 6 March 2024) igchicago.org · background

Open original source ↗

Stable source ID: src-d0524634aeb7be01
Publisher: Name not classified · igchicago.org
Type / language: pdf · language not classified
Published: 2024-03-06
Updated: Not recorded
Source last checked: No source-level check date
Record last verified: 2026-08-07
Dossier created: 2026-08-12
Retrieved copy: No local capture recorded
Archive: No archived copy linked
Content hash: No captured content hash
Locator: Open the recorded source note
The reporting-inequality evidence, and it is the City's own admission rather than an outside estimate: quotes Streets and Sanitation recognising "disparities in who used 311" with heat maps and data showing certain areas, predominantly on the North Side in majority white neighbourhoods, using it more; explains the shift away from a complaint-based system for tree trimming; notes that residents in low-income and minority neighbourhoods may limit requests to what they consider urgent.
Descriptive only — not page/paragraph exact
Claims linked: Background source; no baseline claim points here

Block Club Chicago / Illinois Answers Project — A New City Tree Trim Strategy Produces Big Results. Not Everyone Is On Board (23 October 2024) blockclubchicago.org · background

Open original source ↗

Stable source ID: src-378520fa88911ccf
Publisher: Name not classified · blockclubchicago.org
Type / language: web-page · language not classified
Published: 2024-10-23
Updated: Not recorded
Source last checked: No source-level check date
Record last verified: 2026-08-07
Dossier created: 2026-08-12
Retrieved copy: No local capture recorded
Archive: No archived copy linked
Content hash: No captured content hash
Locator: Open the recorded source note
Carries the tree-trim numbers and the objection: 311 tree-trim requests stopped in early 2023 except emergencies, crews sent onto the first of 800 half-mile-square grids in April 2023; about 40,000 trees trimmed per year before the switch against nearly 124,000 by September 2024; alderpeople complaining they lost control over the order of work.
Descriptive only — not page/paragraph exact
Claims linked: Background source; no baseline claim points here

Chicago Sun-Times — Chicago's 311 system turns into a 'black hole' for residents' nonemergency complaints (26 February 2026) chicago.suntimes.com · background

Open original source ↗

Stable source ID: src-69dd382ff6fa2872
Publisher: Name not classified · chicago.suntimes.com
Type / language: web-page · language not classified
Published: 2026-02-26
Updated: Not recorded
Source last checked: No source-level check date
Record last verified: 2026-08-07
Dossier created: 2026-08-12
Retrieved copy: No local capture recorded
Archive: No archived copy linked
Content hash: No captured content hash
Locator: Open the recorded source note
Independent coverage of the audit, with Inspector General Deborah Witzburg's description of residents seeing a request coded completed while the pothole is still there, and OEMC's response that the service advocacy function has not existed in full for several years. Note the conflict this entry did not adopt: the Sun-Times dates the creation of 311 to 1998 under Mayor Daley at a cost of $4 million, where OIG dates implementation to 1999 — the entry follows OIG and omits the cost figure.
Descriptive only — not page/paragraph exact
Claims linked: Background source; no baseline claim points here

Known limits of this passport

Publisher names and source languages have not yet been classified; domains are recorded without guessing.
Existing source notes are descriptive locators, not page- or paragraph-exact citations.
A missing archive, publication date or content hash is shown as null rather than inferred.
The project-level evidence grade ranks the strongest source in the entry; it is not a truth score for every claim.