Citizen Engagement provides public information, marketing, and outreach services through various channels including social media, email/text notifications, a 311 service center, and Latino outreach. The 311 service center handles over 280,000 phone calls and has created almost 45,000 service requests in its first two years of operation, providing assistance with issues like missed trash pickup, potholes, and permitting. Citizen Engagement engages with the public through platforms like Facebook, Twitter, YouTube, and its website.

1. CITIZEN ENGAGEMENT
3.29.13

2. What does Citizen Engagement
do?
• Public Information
• Social Media
• Marketing
• 311 Service Center
• Latino Outreach
• Website

3. 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

4. Social Media
4,076 followers
4,509 Likes
Mayor held first
Facebook Town Hall
Meeting on 3/27/13

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

6. Other Social Media
• YouTube
• Pinterest
• Google+
• Blog
• Photo Gallery
• LiveStream Channel
• Reverse Notification

7. 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

8. 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

9. • 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

10. 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

11. 311 Statistics
• 311 opened on 3-1-2011 (3/1/11)

12. 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

13. 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

14. 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)