Abstract

Through a case study of the City of Philadelphia’s 311 service, Philly311, this paper creates new understanding about city-level service integration enabled by a 311 service center, in terms of how the capabilities of 311-enabled service integration influence the city government in both citizen-facing and internal management side. The analysis is based on findings from semi-structured interviews with executives of Philadelphia, staff of Philly311 contact center, and representatives of other departments related to Philly311. The contact center serves for residents, businesses, and visitors as a front line of municipal services. The 311 service enhances transparency and accountability of service delivery by empowering citizens to engage more and easier in their neighborhoods and communities. The 311 service enables the city to gain more efficiency and effectiveness by allocating and using operational resources based on performance data. For that, the 311 center requires interdepartmental collaboration and cooperation in city government.

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Exploring 311-Driven Changes in City Government

Through a case study of the City of Philadelphia’s 311 service, Philly311, this paper creates new understanding about city-level service integration enabled by a 311 service center, in terms of how the capabilities of 311-enabled service integration influence the city government in both citizen-facing and internal management side. The analysis is based on findings from semi-structured interviews with executives of Philadelphia, staff of Philly311 contact center, and representatives of other departments related to Philly311. The contact center serves for residents, businesses, and visitors as a front line of municipal services. The 311 service enhances transparency and accountability of service delivery by empowering citizens to engage more and easier in their neighborhoods and communities. The 311 service enables the city to gain more efficiency and effectiveness by allocating and using operational resources based on performance data. For that, the 311 center requires interdepartmental collaboration and cooperation in city government.