CITIZEN ENGAGEMENT3.29.13

What does Citizen Engagement do?• Public Information• Social Media• Marketing

• 311 Service Center• Latino Outreach• Website

Email & Text Notifications• 40,537 total subscribers• 40+ email topics; 4 text alert topics

Topics include:• City newsletter• Meeting updates• Crime reports• Press releases• Beach closings• Mosquito spraying

Social Media

4,076 followers4,509 Likes

Mayor held firstFacebook Town HallMeeting on 3/27/13

Also have Facebook & Twitter for • Library• Police• Fire• Parks & Recreation• Emergency Notificaitions• Health

Other Social Media

• YouTube• Pinterest• Google+• Blog• Photo Gallery• LiveStream Channel• Reverse Notification

311 Service Center• Anyone can call 3-1-1 in Evanston or (847) 448-4311 from

anywhere in the world• Agents answer calls Mon-Fri 7am-7pm and Sat 8am-6pm

311 Staff

• Take requests for service:• Missed trash pick up• Potholes• Broken parking meters• Building Permit inspection appointment• Rat problems

Provide information on programs, events, current issues (construction, etc)

Burning house, call 911; Burning question, call 311

• Take requests for service:• Missed trash pick up• Potholes• Building Permit inspection appointment• Rat problems

Provide information on programs, events, current issues (construction, etc)

Burning house, call 911; Burning question, call 311

311 Services

New in 2012:•Live web chat•2 way text messaging

Available 24/7 on the web:

Cityofevanston.org/311•Online service request•Mobile app

311 Statistics

• 311 opened on 3-1-2011 (3/1/11)

In 2 years:

• We have answered 280,000 phone calls• We have created almost 45,000 service requests

Busiest Day 7-11-2011

1, 328 Calls 292 Service Requests

Problems we help solve• Caller reported 3 abandoned vehicles on the street by his

business.  He stated the area was by the Metra tracks and seemed to be a dumping ground for old cars to be dumped.

Languages we speak:• English• Spanish• Language line (relay) for 30 other languages

Interesting Calls

Caller wanted to know if they could have one of the recycled Christmas trees

Caller asked if it would be ok to tip the garbage truck driver with money or alcoholic beverages

(answer: no)