Transforming city government: A case study of philly311

This paper describes 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 program as a practice of government innovation. The paper 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 system (Philly311) offer insights into the contributions the system is making to a more efficient, effective, transparent, accountable, and collaborative city government. Performance data provided by Philly311 enables more efficient resource allocation and informed decision making. Philly311 is credited with making the process of service delivery more transparent to the public, and providing traceability of requested services which imbues service departments with a sense of accountability. Service level agreements are providing measurable standards of municipal services and are used to support accountability in terms of service status. Regular reviews of service level agreements and content of the system are also recognized as promoting interdepartmental collaboration. 311 systems are broadly recognized as powerful tools to engage residents in improving their neighborhoods. Institutionalizing interdepartmental collaborations emerged from the interviews as a critical capability in advancing from the initiation stage of Philly311-like systems to operations and refinement.