City Of Chicago Launches E-Scooter Survey to Support the Evaluation of the Pilot Program

September 24, 2019

Four-Month Pilot Concludes on October 15; BACP Issues 25 Citations to Nine Companies in Recent Enforcement Actions

Isaac Reichman

(O) 312.744.2523 (C) 312.805.9385

The Department of Business Affairs and Consumer Protection (BACP) and Department of Transportation (CDOT) today announced the launch of the E-Scooter Pilot Program Survey. The survey is designed to help the City understand ridership and evaluate the impact of scooters on the community during the four-month pilot. The survey, which can be found on, is a part of a robust evaluation effort the City is undertaking as the E-Scooter Pilot Program comes to an end.

“The City of Chicago encourages everybody to take this survey, whether or not they have ridden a scooter during the pilot program,” said Rosa Escareno, BACP Commissioner. “We have been proactively enforcing the strict regulations and engaging regularly with the companies throughout the pilot, and will continue to do so over the last month as we work to increase mobility across our communities and prepare for the evaluation of the scooter pilot. Regardless of your opinion, we want to know what all Chicagoans think about scooters in your city."

The results of the survey will be a part of the wide-reaching and holistic evaluation of the pilot program that the City will be conducting following its conclusion on October 15. In addition to the survey, this evaluation will be based on feedback from community groups and stakeholders that have been engaging with the City throughout the pilot, detailed ridership data, injury reports from Chicago hospitals and information on complaints from the community. The results of enforcement actions and feedback from City departments involved in the pilot management will also be taken into account.

“With nearly 675,000 rides completed in three months, it is clear that there is demand for scooters in Chicago,” said Kevin O’Malley, CDOT Managing Deputy Commissioner. “Total ridership, however, is just one of the many factors we will be taking into account to evaluate the pilot, along with safety, the impact on residents, particularly individuals with disabilities, operator performance and the impact on our transportation network.”

The City of Chicago has committed to strict enforcement efforts to hold companies accountable and bring about compliance during the pilot program. In a recent round of enforcement, BACP issued 25 citations to nine companies for violations based on field enforcement and data provided to the City. These citations come with a maximum fine of $1,000 and are part of BACP’s efforts to learn from the pilot and hold the companies accountable to strict requirements.

The following citations were issued:

  • Failure to Respond to Complaints Within Two Hours – Bird, Bolt, VeoRide, Wheels
  • Failure to Be Responsive to Concerns 24 Hours a Day, 7 Days a Week – Bird, VeoRide, Wheels
  • Failure to Collect Scooters at Night (citation issued based on data feeds) – Sherpa
  • Failure to Have Cash Option on Website – Bird, Bolt, Sherpa, VeoRide
  • Failure to Submit Accurate and Complete Data – Bird, Bolt,  grüv (2), JUMP, Wheels, VeoRide
  • Failure to Affix Brochure to Scooters – VeoRide
  • Failure to Have Operational Bell – VeoRide
  • Failure to Have Illuminated Front Light – Wheels
  • Failure to Have Website, Email and/or Phone Number on Scooter – Lime, Spin, VeoRide

This enforcement effort brings the total to 39 citations issued against nine companies since the beginning of the pilot program. Lyft is the only company not to receive a citation, while Lime has been cited only for the minor violation of failure to have a website listed on the scooter. All other companies have received at least two citations.

The City has taken a hands-on approach to managing this pilot program, modifying the pilot terms when necessary and communicating regularly with vendors to improve services. Changes to the pilot have included requiring the companies to affix modified flyers to their scooters, creating a Scooter Feedback email address for general feedback and requiring companies to use geofence technology to prevent riding on the 606. The City has also prioritized education and training by creating a Safe Riding Video and partnering with the companies to offer Learn-to-Ride events with CDOT’s Bicycle Ambassadors.

“Chicago’s scooter pilot represents a thoughtful approach to testing scooters in our city,” said Sharon Feigon, Executive Director of the Shared-Use Mobility Center. “I welcome the evaluation of this pilot to see if scooters can provide a long-term sustainable, affordable and convenient alternative to cars.”

In addition to the survey, BACP encourages residents to email with general feedback and comments on the program to assist in the City’s evaluation of the pilot. For issues in immediate need of resolution, please call 311 or reach out to the individual vendor to correct issues such as improperly parked scooters, scooters outside of the zone or any other problem that should be solved immediately. 

The Scooter Pilot Survey will be open until October 27.

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