Before using Joliet’s VUEWorks CitizenVUE mobile app or the online service request portal, please review the information below to ensure a smooth setup.

Getting Started

1. Open the CitizenVUE App
   After downloading the app, open it on your device. When prompted, allow the app to access your location while using the app.

2. Select Joliet
   Choose “Joliet is a great place to live” under Organizations Here.
   Important: The app will not work if you deny location access or skip selecting the organization during setup.

3. Add a Photo (Optional)
   After selecting Start, you may take a photo, choose an existing photo, or skip this step.
   If you’d like to attach a picture of the issue, allow the app to access your camera and photo library.

Service Request Monitoring

The CitizenVUE app and online portal are monitored Monday through Friday, 8:00 a.m.–4:30 p.m. (excluding holidays). Requests submitted outside business hours will be reviewed the next business day.

What You Can Report

CitizenVUE is designed for non-emergency neighborhood and community concerns, including:

• Streetlight outages

• Potholes

• Downed street signs

• Overgrown grass (8" or higher)

• Trash or debris in yards or alleys

• Other non-emergency public maintenance issues

Do Not Use CitizenVUE for the Following

CitizenVUE should never be used to report Police, Fire, or water/sewer emergencies or non-emergency issues.

For urgent or time-sensitive concerns, please contact:

• Police or Fire Emergency: 911

• Police or Fire Non-Emergency: 815-726-2491

• Water or Sewer Emergency: 24-Hour Public Utilities Hotline — 815-724-4220

CitizenVUE Mobile App

The CitizenVUE mobile app offers the most user-friendly way to submit and track service requests directly from your mobile device.

• Available on Windows, iOS, and Android device stores
• Provides 24/7 on-the-go reporting from the palm of your hand
• Stores and manages your submitted service request numbers and details under the               “My Requests” tab
• Allows users to take or upload up to 5 photos from their device’s photo library

CitizenVUE Website Portal

The online CitizenVUE portal provides the same 24/7 access and functionality as the app; however, this web option does not retain or track the service request number or submission details.

Submissions are completed on a desktop or laptop computer using the website portal at www.joliet.gov/servicerequest.

• Begin a request using the photo or skip-photo option
• The photo option allows up to 5 photo uploads from the computer’s photo library
• Users must manually save the generated service request number or the address of the   reported issue at the time of submission
• This information will be needed for any future follow-up with the city regarding the request

Ways to Submit a Service Request

Submitters have four methods to report non-emergency neighborhood and community issues to the City of Joliet:

• CitizenVUE mobile app
(If downloading the app outside city limits, use organization code: JolietIL)

• CitizenVUE website portal: www.joliet.gov/servicerequest

• By contacting the City Hall Citizen Services Desk during business hours
Phone: 815-724-4005
Email: infodesk@joliet.gov

• In person at City Hall, 150 W. Jefferson St., Joliet, IL 60432
Business hours: Monday–Friday, 8 a.m.–4:30 p.m., excluding observed holidays

Important Guidelines for Service Requests

All submitted service requests must be located within incorporated Joliet city limits for City Hall staff and its departments to review and process.
Once a request has been submitted through the app or website portal, it cannot be deleted.

Service requests are considered public documents and may be accessed by submitting a Freedom of Information Act (FOIA) request through the City’s FOIA portal.
The City Hall self-serve FOIA computer center is available Monday–Friday from 8 a.m. to 4:30 p.m. (excluding holidays).

Address and Location Requirements

When reporting non-emergency issues, users should be prepared to provide the exact address or GPS location of the issue.

• Only one address or GPS location may be submitted per request
• If unsure of an address, contact the City Hall Citizen Services Desk at 815-724-4000 for assistance
• If an address entered is outside Joliet city limits, the system will notify the user to contact the appropriate County or Township department
• If an incorrect address is entered by mistake, it can be corrected manually before submission

How Requests Are Processed

All service requests submitted through the CitizenVUE app or website portal are uploaded into the City’s tracking system and automatically assigned to the appropriate department.

If a request involves an issue outside the City’s jurisdiction, staff will make every effort to contact the appropriate external agency.
Once the request is closed, the requester will receive the name of the agency they should follow up with for resolution.

All submissions made after business hours will begin processing on the next business day.

Contact Information and Anonymous Submission Options

For best results, submitters are encouraged to provide their contact information and email address in the service request form. This helps City staff reach out if additional details are needed to resolve the issue.

Submitters may choose to remain anonymous by leaving the contact information section blank. If choosing the anonymous option, the submitter understands the following:

• The city will not be able to contact them once the request has been processed
• They will not receive updates or notification of the outcome
• If additional information is required, the request may be closed due to lack of contact

Landlord and Tenant Concerns

For landlord or tenant–related complaints, tenant contact information is required.
A Neighborhood Services Inspector must be able to reach the tenant to schedule a rental inspection for any municipal ordinance or building code issue.

• The City of Joliet does not provide legal advice and does not intervene in landlord–tenant civil disputes.

Public Access to Service Requests

Service requests are public documents and may be accessed by submitting a Freedom of Information Act (FOIA) request through the City’s FOIA portal on the website.

• The City Hall self-serve FOIA request computer center is available Monday–Friday, 8 a.m.–4:30 p.m. (excluding observed holidays).

Department Review and Resolution Timelines

All City departments—Community Development (including Inspections, Neighborhood Services, and Planning & Zoning), Public Works (including Electric, Forestry, and Roadways), and Public Utilities—have up to 15 business days (Monday through Friday) to review your initial service request once it has been submitted.

• Resolution timelines are determined during the department’s initial review.
  

• Some issues may require additional time depending on the complexity of the concern or if multiple departments need to be involved.

Following Up on a Service Request

To follow up on a previously submitted service request through the CitizenVUE app or website portal, contact the City Hall Citizen Services Desk at 815-724-4005, via email at infodesk@joliet.gov or visit during business hours.

• When requesting an update, submitters should be prepared to provide either the address of the issue or the service request number generated at the time of submission.
  

• This information allows City staff to quickly locate and review the request.

Device and System Requirements

Apple

• Requires iOS 15.0 or later

Android

• Requires Android 8.0 or later

Microsoft

• Requires Windows 10 version 19041.0 or higher

Technical Support

If you experience any technical difficulties with the CitizenVUE app or desktop portal, contact the City Hall Citizen Services Desk at 815-724-4000 or email infodesk@joliet.gov.