Prior to using Joliet’s VUEWorks: CitizenVUE app and/or online portal we suggest all users read the user guideline information below. 

• Once the CitizenVUE app is downloaded onto the device, open it, user should allow for permissions to use location while using the app.  Next select, Joliet is a great place to live under, Organizations Here.
  • Please be advised the app will not work if the location access request is denied by the user and first-time organization code is not selected.

• Select start to take photo, choose photo, or skip photo options.  If user wants to take/attach a picture of the issue from their mobile device while using the CitizenVUE app, the user should allow access to the device’s camera/photo library to be able to utilize this feature. 

• Our City of Joliet CitizenVUE app and online service request portal system is only monitored during City Hall business hours, M-F 8am-4:30pm, excluding holidays. 

• Joliet's CitizenVUE app and online portal offers a quick and convenient a way for our residents to communicate non-emergency residential and community issues to the city such as streetlight outages, potholes, down street signs, overgrow grass 8"+ or higher, trash and junk in a neighboring yard/alleyway... and more.

• Joliet's CitizenVUE app and website portal should never be used to report Police Department, Fire Department, and/or water/sewer related emergencies or non-emergency issues.
  • If your issue is related to a Police or Fire Department emergency dial 911.
    • If your issue requires non-emergency Police or Fire Department assistance dial  815-726-2491.
    • If your issue involves a water or sewer emergency contact our 24-Hr. Public Utilities Hotline at 815-724-4220.

CitizenVUE Mobile APP:  The app offers the best user-friendly way to submit and track user generated service request(s) from a mobile device.

• App is available on Windows, IOS and Android device stores.
• Allows for 24/7 on the go reporting directly to the city from the palm of your hand.  
• Manages your submitted service request numbers and information under the “My Requests” tab.
• Photo option allows user to take or use 5 photos from their photo library.

CitizenVUE Website Portal:  Has the same 24/7 access and functionality as the app, however, this option does not retain or track the generated service request number and information at time of submittal.

• Submission takes place on a desk or laptop computer (that does not have Windows app capabilities) via website portal www.joliet.gov/servicerequest.
• Use a photo or skip photo option to start the service request process.  The photo option allows user to upload 5 photos from the desktop photo library.
• Submitter to manually track and retain the generated service request number or address location of the issue at time of submission.  These will be used for future follow up purposes with the city when using this application.

Submitters have four methods to submit their non-emergency neighborhood and community issues to the city.

• Via CitizenVUE app (If you are downloading the app outside of city limits use the following code:  JolietIL 
• Via CitizenVUE website portal www.joliet.gov/servicerequest 
• By contacting the City Hall - Information Desk by phone at 815-724-4005 or email infodesk@joliet.gov during business hours.
• In person at City Hall, 150 W. Jefferson St., Joliet, Il. 60432 during business hours. 
  • City Hall business hours, Monday-Friday, 8 a.m.-4:30 p.m., excluding observed holidays.

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

• Service requests are considered public documents and can be accessed and requested by the public by submitting a Freedom of Information Act (FOIA) form through the City’s FOIA request portal system on our website. 
  • Our City Hall self-serve FOIA request portal computer center is available to the public during business hours, M-F from 8am-4:30pm (except on observed holidays). 

• When reporting non-emergency issues to the city users should be prepared to provide the address or GPS location to where the issue is occurring.
  • Only one address/GPS location per service request is permitted. 
  • If unsure of the address location contact the City Hall-Information Desk for address/location assistance during business hours at 815-724-4000.    
  • For addresses that are not within Joliet City limits, a notification will be given to the user that the address location is outside Joliet City limits and that the user should contact the appropriate County or Township department for assistance. 
    • If a wrong address was entered by mistake the user can correct this by manually  inputting the correct address, prior to submission.

• All submitted service requests are uploaded into the CitizenVUE portal tracking software at City Hall and auto assigned to appropriate staff in the department your issue is related to.
  • For service requests submitted to the city that are determined not to be within our responsibility, the City will do its best to contact the outside agency with the concern.  Upon closure, the requester will be given the name(s) of the agency(s) they should follow up with to get their issue resolved.

• All CitizenVUE app/website portal submissions after business hours will begin processing on the following business day.

For best results the submitter should provide their contact information and email address in the service request form for tracking and communication purposes.  This allows city staff to contact you if further information is needed to resolve your issue. 

• Submitters do have the option of remaining anonymous at the time of submittal by not filling in the contact information portion in the service request form.
  • If the anonymous method is chosen, the submitter understands that the city will not be able to contact them when the request has been processed or be notified of the outcome.
  • Also, if further information is needed to process the service request, risks closure of the request.

• For landlord and tenant complaints, the tenants contact information is required for an Neighborhood Services Inspector to contact you and set up a time to come out and do a rental inspection of the city municipal ordinance or building code related problem.
  • The City of Joliet does not offer legal advice or get involved in tenant landlord civil disputes. 

• Service requests are considered public documents and can be accessed and requested by the public by submitting a Freedom of Information Act (FOIA) form through the City’s FOIA request portal system on our website. Our City Hall self-serve FOIA request portal computer center is available to the public during business hours, M-F from 8am-4:30pm (except on observed holidays).

All City Departments (Community Development including Inspections, Neighborhood Services and Planning & Zoning, Public Works including Electric, Forestry & Roadways, Public Utilities Departments) and assigned staff have 15 business days (Monday - Friday) to review your initial service request once submitted to the City. 

• Resolution timelines will be determined during the assigned departments initial review process. 
• Please be advised that some review and resolution timelines may take longer due to the complexity/nature of the issue or multi-departmental involvement. 

Contact the City Hall - Information Desk at 815-724-4005 or stop by during business hours for follow-up on a submitted service request through the CitizenVUE app/website portal.  

• To follow-up with the city or assigned staff member on a previously submitted service request the submitter should be prepared to provide the address location or generated service request number that was issued at the time of submission.

• iPhone, iPad, iPod Touch is iOS 13.0 or later
• Mac - macOS 11.0 or later or Mac with Apple M1 chip

Android:

• 5.0 and up 

 Microsoft:

• Windows 10 version 18362.0 or higher 

If you are experiencing any technical difficulties with our CitizenVUE app or desktop portal, please contact the City Hall - Information Desk at 815-724-4000 or by email at infodesk@joliet.gov