Customer Relationship Management

The CRM Program is composed of a suite of software applications that enable the delivery and tracking of many City services that directly touch individual constituents and businesses.

  • Customer Service Request (CSR) system is the City’s cornerstone software application that enables citizens and businesses to request City services to be initiated online or by phone to 311, to be distributed to the appropriate City service departments that deliver the requested services, and to be tracked for status and for outcomes through the completion of the request, which also may be inquired about online or by phone to 311.
  • Administrative Hearings Management System (AHMS) is the software application that enables many of the services provided by the Administrative Hearing Department.   The system coordinates, tracks and reports on the matters which are reviewed and adjudicated relating to the public health, safety, welfare, morals and economic well being of the residents of the City of Chicago. 
  • Permitting / Case Management / Digger  is the software application that enables City services which are provided by several departments such as transportation for trucks axle weight distribution & bridge selection/use permits and for moving vans through the Internet, CASE permits, Citizen Utility Alert Network (CUAN) / Digger.
  • Work / Asset / Inventory Management is a software application that enables the Departments of Aviation and of Streets & Sanitation (i.e., Bureau of Forestry) to track, store, inventory and allocate materials, equipment and assets (e.g.,  City trees) as well as to track and analyze the work performed with these allocated resources.

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