Citizens' Service Bureau Data

Highlights

The Citizens' Service Bureau (CSB) is residents’ centralized entry point to city services, receiving resident feedback and requests. CSB is responsible for effectively and efficiently registering and routing city service requests to the appropriate city department for resolution. How well CSB works is directly tied to trust in city government.

In June 2025, the City launched 311 as the centralized number to access the Citizens' Service Bureau. The existing channels on the web or via X on social media still remain.

In the first 100 days of the Spencer Administration, CSB processed 40,000+ service requests, dramatically improving responsiveness and resident visibility into city operations.

Percentage of Citizens' Service Bureau Requests Routed Under 2.5 Days

The dashboard below measures the percentage of service requests that were routed to the appropriate department in 2.5 days or less. Note that there is work within the department that needs to occur before a request is closed.

For CSB, the graph reflects performance against the goal of 95% of requests routed in 2.5 days or less. Future drill-downs into the data may include the relationship between number of requests and completion times for the service requests by department.

The Citizens Service Bureau (CSB) consistently exceeded the 95% service request goal throughout 2024 and most of 2025. However, two recent periods reflect slight declines due to extraordinary operational factors:

• 2025 (2nd Quarter - 94.65% & 3rd Quarter – 93.92%): Performance was impacted by a 20% increase in service request volumes compared to 2024, driven by the May 16th tornado. 
• 2026 (1st Quarter – 93.48%): Performance was affected by staffing shortages, which have been addressed.

Improvements in 2026 include:

• Added a Supervisor to strengthen oversight of Service Requests.
• Expanding training and documentation levels to ensure consistency.
• Tightening service level expectations.

Snow and Ice Removal

Through the Neighborhood Stabilization Division efforts, in coordination with the Streets Division, a Quality Assurance and Quality Control Section was established for the City’s snow storm response. The combined efforts of this team drastically reduced time to respond to Citizen snow and ice requests from 17 days in the January 2025 storm to 3 days in the January 2026 storm.