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

Nam, T., & Pardo, T. A. (2014). The Changing Face of a City Government: A Case Study of Philly311. Government Information Quarterly, 31, S1-S9.

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.

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