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.

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. This means that CSB has correctly identified which Department should be responsible for completing this request and has dispatched the service request to that Department. 

CSB’s goal is to route 95% of requests in 2.5 days or less. The graph below shows how close they come to meeting that goal. 

CSB consistently exceeded their goal throughout 2024 and most of 2025. However, two recent periods reflect slight declines due to extraordinary operational factors:

• 2025 (2nd Quarter - 94.64% and 3rd Quarter - 93.51%): Performance was impacted by a 20% increase in service request volumes compared to 2024, driven by the May 16th tornado. 
• 2026 (1st Quarter - 93.87%): Performance was affected by staffing shortages, which have been addressed.

In Q2 2026, CSB reinforced training and increased supervision around request routing time, resulting in improved performance. The Q2 2026 data shows the CSB team exceeded their goal by successfully routing 99.9% of the requests they received within 2.5 days! This is the best performance by the Division since Q4 2024.

CSB Ward Map and Completion Time by Ward

How to use this map

The map below shows the average response time by ward. This is different from the goal of routing 95% of requests in 2.5 days because this data shows how long it takes Departments or Divisions to complete the work that was requested.

This map shows the average completion time from 1/1/2024 to 6/30/2026. Hovering over a ward on the map will show the top five request types for that ward. The map can be filtered by date using the timeline toggle on the right-hand side. When filtered to a specific date range, the map will show average response times and the top five request types for that time period.

Takeaways

From January 2024 to March 2026, Ward 1 had the quickest average response time at 17.2 days, and Ward 10 had the slowest average response time at 35.1 days. Filtering on May-July 2025 shows the impact of the tornado: the response time in wards affected by the tornado increased and the most common request type was “debris alley/street”. 

Filtering to only 2026 dates shows a significant improvement in average response times compared to the 2024-2026 averages. In 2026, the quickest average response time is 6.5 days in Ward 4, while the slowest average response time is 13.7 days in Ward 9. 

Previous Highlights

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.