The Resident Runaround Review

Chicago 311 produced aggregate call performance reports for 2024, 2025, and January 1 through September 25, 2026, along with a report listing the five leading categories under '311IOC' and 'Service Request' for each reporting year. The records document incoming calls, answered calls, abandoned calls, answer speed, and leading contact categories. The supplied reports do not establish how repeat contacts about the same issue are linked, whether referrals reach their destination, or whether residents obtain the information or service they need.

Response pending. CHA stated it would be in touch on September 30, 2026. Next contact expected: September 30, 2026.

IDHS reported that it had no aggregate reports or summary records responsive to the request about processing barriers, referrals, and customer-service performance. The department stated its FOIA team consulted multiple bureaus and offices within the Division of Family and Community Services. The response does not establish whether individual programs, other divisions, or contractor-operated systems maintain relevant records. FOIA Reference: 26-FTS-9561.

The Office of the City Clerk responded on October 1, 2026, reporting no responsive records. The Office stated it does not maintain the types of aggregate reporting requested concerning resident inquiry patterns, transfers, repeat contacts and outcomes, or recurring service issues identified by frontline employees. FOIA Request F153078-091826.

Response pending. As of September 25, 2026, the office stated it needed "a few more days." No specific date provided. FOIA Request #2026-654.

IDPH issued an amended response stating it had no responsive records beyond previously identified complaint reports and public healthcare-facility complaint information. The amended response describes an early-stage Director's Office initiative to track customer-service issues that had not yet begun tracking.

The Secretary of State released agreements and supporting documents describing the Chicago City Clerk's access to driver and vehicle information. The remaining question is when that access can satisfy city sticker purchase requirements without residents supplying registration documents.

The Mayor's Office provided its Front Desk Procedures guide, documenting how staff receive calls and route constituent inquiries. The office reported no responsive records for the remainder of the request, including the requested aggregate reports and outcome measures.

Response pending. In a September 24, 2026 letter, the City Treasurer's Office extended its response time by five business days, citing operational burden, and stated it would respond by October 2, 2026. Agency-stated response date: October 2, 2026.

The Department of Administrative Hearings responded to request H153068-091826, directing the requester to the Municipal Code without identifying a specific section, reporting no responsive records for judge guidance or policy materials, and supplying a spreadsheet of aggregate adjudication data not yet analyzed for this review.

The Comptroller provided a 2024 Chicago front-desk report and a March–September 2026 call-queue dashboard documenting call activity and handling measures. Referral destinations are listed but counts and outcomes are not provided. The 2024 annual and monthly call totals require clarification.

DFSS responded to the core four-question records request. DFSS said it does not maintain responsive aggregate records for any of the requested inquiry, referral, performance, and navigation measures. The senior-services portion was denied as unduly burdensome, and a narrowed follow-up request is now pending.

DSS reported no responsive records for a request concerning snow and ice operating practices during the 2009-2010 and 2014-2015 winter seasons, citing its records retention policy. DSS also requested a five-business-day extension on a separate request received September 18, 2026, stating that additional search efforts are underway.

IHDA responded on September 29, 2026, providing written inspection procedures and aggregate inspection totals for 2020 and 2025. IHDA reported 421 inspections in 2025 and 26 in 2020. Records supporting totals for 2011 and 2015 were not readily identified. IHDA stated it does not maintain a breakdown of inspections scheduled, cancelled, rescheduled, or not completed as planned. FOIA request 2026-196.

BACP requested a five-business-day extension on the business licensing records request, citing the volume of records, the need for an extensive search, and the need for qualified review for possible exemptions or redactions.

Supplemental correspondence received from the Cook County Clerk's Office. The email clarified the scope of records maintained across departments, including Recording Operations, Help Desk, and Fraud Unit.

Initial workbook received as partial production. Records include call wrap-up reasons, call-center queue data, and outbound transfer counts for January 2024 through September 14, 2026.

Response received. The Treasurer stated it did not have records responsive to the request.

Seven offices asked for five more business days to respond. Responses are expected on or before September 25, 2026.