"What they show is that back in March, there were still over 100,000 total calls waiting for calls back...only fallen to 75,000 calls," said Adam Schuster, Senior Director of Budget and Tax at the Illinois Policy Institute. Schuster says it is hard to say whether that improvement is a result of IDES doing a better job, or it is just the economy improving.
A largely unasked question is becoming glaring: Is Illinois doing all it should to use artificial intelligence to make government cost less and work better? So far, the evidence says no.