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 citylevel service integration enabled by a 311 service center. The papers looks at how the capabilities of 311-enabled service integration influence the city government in both citizen-facing and internal management. The analysis is based on findings from semi-structured interviews with city executives, staff of the Philly311 contact center, and representatives of departments related in various ways to Philly311. The Philly311 contact center serves as a front door to municipal services for residents, businesses, and visitors, the service itself enhances transparency and accountability of service delivery by empowering citizens to engage more easily in their neighborhoods and communities. Philly311 has allowed the city to gain new efficiencies and increased the effectiveness of many programs by using data captured through the 311 system to monitor performance and inform resource allocation decisions. Interdepartmental collaboration and cooperation is considered central to the ability of Philadelphia to achieve these benefits.