[SSCI] The Changing Face of a City Government: A Case Study of Philly311

posted Mar 16, 2015, 6:32 AM by CWS Yonsei   [ updated Mar 16, 2015, 6:32 AM ]
Nam, T., & Pardo, T. A. (2014). The Changing Face of a City Government: A Case Study of Philly311. Government Information Quarterly, 31, S1-S9.

Abstract
This study explores the transformation of a city government led by a 311 program, which provides a consolidated channel for non-emergency services and information. The paper first discusses the concept of “smart city” as a foundation for the examination of the 311 non-emergency contact program as a practice of government innovation, and then presents the details of the 311 program as instantiated in the City of Philadelphia. In-depth interviews with Philadelphia City government officials and managers responsible for creating and operating the City's 311 non-emergency contact program (Philly311) offer practical insights into the contributions the program is making to a more efficient, effective, transparent, and collaborative city government.

Keywords
Non-emergency contact service; 311; Customer service center; Smart city; Smart government; E-government