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Administration reports CityStat and 3-1-1 reforms: 'Closed means closed' fixes and 90 stats in 2024
Summary
The CAO and OPI leaders said the CityStat program has been restructured, OPI issued an OPR report, and 3-1-1 workflow changes have reduced erroneous "closed means closed" tickets and accelerated illegal-dumping cleanups.
City Administrator Faith P. Leach and Office of Performance and Innovation leaders described progress on CityStat and 3-1-1 reforms, which they said are intended to improve performance monitoring and restore resident confidence in city services.
Leach said the administration resolved many 3-1-1 "closed means closed" errors and embedded a civic design team to run Tiger teams on complex system problems. "Closed means closed," she said, reporting significant reductions in tickets closed before work completion.
OPI and CityStat updates
- Reorganization: OPI was restructured with separate CityStat, civic-design and data-and-analytics functions. Deputy City Administrator Shamaya Kearney and OPI leadership described implementation steps and performance targets.
- Metrics and reporting: OPI reported issuing an OPR report and conducting roughly 90 stats in 2024. CityStat and issue-based stats (e.g., clean stat, overdose stat) are being used to track agency performance and identify coordination issues.
- 3-1-1 changes: The 3-1-1 process now shows more granular workflow steps so residents can follow progress; OPI said it reduced unnecessary investigations for illegal dumping and routed many reports directly to cleanup crews, cutting investigation volume and speeding cleanups.
Why it matters: Council members said residents rely on 3-1-1 to report chronic neighborhood problems. The administration said the combination of CityStat oversight, civic design and performance dashboards will improve services when paired with operational follow-through.
