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Title The changing face of a city government: A case study of Philly311
ID_Doc 39991
Authors Nam, T; Pardo, TA
Title The changing face of a city government: A case study of Philly311
Year 2014
Published
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. (C) 2014 Elsevier Inc. All rights reserved.
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