Service Delivery Metrics

Chicagoans expect and deserve a responsive government that efficiently delivers first-class services. The charts below display metrics for services ranging from Graffiti Removal to Pothole Repair to Chicago Park District Security Checks.

Chicago Department of Transportation (CDOT)

Pothole Repair
Pavement Cave-In
Traffic Lights Out
Stop Sign Out
Street Lights All Out

Department of Streets and Sanitation (DSS)

Rodent Baiting
Tree Debris
Graffiti Removal
Garbage Cart Requests
Sanitation Code Complaints

Pothole Repair

When moisture seeps into pavement, it expands when it freezes and contracts when it thaws. This flexing of the pavement, combined with the melted water and the stress of vehicular traffic, causes pavement to deteriorate and potholes to form. The Department of Transportation (CDOT) responds to potholes reported through 311’s Customer Service Requests (CSR) system by mapping open pothole requests each morning and routing crews in geographic clusters so as to fill as many potholes as possible per day. This metric tracks the average number of days CDOT takes to complete pothole repairs per week. Total number of requests fulfilled per week is also available by mousing over columns. The target response time for pothole repairs is within 7 days. For more information about pothole repairs, see CDOT’s pothole Frequently Asked Questions.

Pavement Cave-In

As underground drainage systems age, occasionally failures in the pipes and joints can cause pavement cave-ins. The Department of Transportation (CDOT) responds to pavement cave-ins reported through 311’s Customer Service Requests (CSR) system on a case-by-case basis. This metric tracks the average number of days CDOT takes to complete pavement cave-in repairs per week. Total number of requests fulfilled per week is also available by mousing over columns. The target response time for pavement cave-ins is within 3 days.

Traffic Lights Out

The Chicago Department of Transportation (CDOT) receives reports from 311’s Customer Service Requests (CSR) system of traffic light outages. This metric tracks the average number of days CDOT takes to complete traffic light repair requests. Total number of requests fulfilled per week is also available by mousing over columns. Due to the public safety importance of traffic signals, the target time to respond to traffic light outages is within 1 day.

Stop Sign Out

Due to vehicular accidents, theft and normal wear and tear, City stop signs occasionally need to be replaced or repaired. The Department of Transportation (CDOT) responds to damaged or missing stop signs reported through 311’s Customer Service Requests (CSR) system on a case-by-case basis. Total number of requests fulfilled per week is also available by mousing over columns. Due to the public safety importance of stop signs, the target time to respond to stop sign requests is within 1 day. To report a missing or damaged stop sign, call 311 or submit a report online.

Street Lights All Out

The Chicago Department of Transportation (CDOT) oversees approximately 250,000 street lights that illuminate arterial and residential streets in Chicago. CDOT performs repairs and bulb replacements in response to residents’ reports of street light outages. Whenever CDOT receives a report from 311’s Customer Service Requests (CSR) system of an All Out (an outage of 3 or more lights) the electrician assigned to make the repair looks at all the lights in that circuit (each circuit has 8-16 lights) to make sure that they are all working properly. This metric tracks the average number of days CDOT takes to complete street lights All Out requests. Total number of requests fulfilled per week is also available by mousing over columns. The target response time for street light All Out repairs is within 4 days. To report a street light outage, call 311 or see submit a report online.

Rodent Baiting

In addition to performing regular scheduled preventative rodent control, the Department of Streets & Sanitation (DSS) responds to site-specific customer rat complaints logged through 311’s Customer Service Requests (CSR) system. This metric tracks the average number of days the DSS takes to complete rodent baiting requests per week. Median days to complete requests as well as total number of requests fulfilled per week are available by mousing over columns. The target response time for rodent baiting requests is within 7 days. For more information on rat complaints, see the City’s Data Portal .


Tree Debris

After extreme weather events, the Bureau of Forestry Tree Emergency is deployed to remove plant debris blocking or cluttering the public way. This metric tracks the average number of days the Department of Streets and Sanitation (DSS) takes to complete tree debris removal requests per week. Median days to complete requests as well as total number of requests fulfilled per week are also available by mousing over columns. The Department of Streets & Sanitation responds to emergency tree debris removal requests logged by 311’s Customer Service Requests (CSR) system. The target response time for Tree Debris Removal is 1 day. For more information on tree debris removal requests, see the City’s Open Data Portal.


Graffiti Removal

The Department of Streets & Sanitation's (DSS) Graffiti Blasters crews offer a vandalism removal service to private property owners. This metric tracks the average number of days DSS takes to complete graffiti removal requests per week. Median days to complete requests as well as total number of requests fulfilled per week are available by mousing over columns. Currently the performance target for completing a graffiti removal request is 10 days. For more information on graffiti removal requests, see the City’s Open Data Portal.


New Garbage Cart

The City of Chicago provides heavy-duty plastic 96-gallon garbage carts to single-family residences and apartment buildings of four units or less. This metric tracks the average number of days the Department of Streets and Sanitation (DSS) takes to complete new garbage cart requests per week. Median days to complete requests as well as total number of requests fulfilled per week are available by mousing over columns. Currently the performance target for completing a new garbage cart request is 7 days. For more information on garbage cart requests, see the City’s Open Data Portal.


Sanitation Code Complaints

The Department of Streets and Sanitation (DSS) investigates and remedies reported violations of Chicago’s sanitation code. Residents may request service for violations such as overflowing dumpsters and garbage in the alley. This metric tracks the average number of days DSS takes to complete sanitation code violation requests per week. Median days to complete requests as well as total number of requests fulfilled per week are available by mousing over columns. Currently the performance target for completing sanitation code violation requests is 3 days. For more information on sanitation code complaints, see the City’s Open Data Portal.

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