| 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 |
|
| DOI |
10.1016/j.giq.2014.01.002 |
| 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. |
| Author Keywords |
Non-emergency contact service; 311; Customer service center; Smart city; Smart government; E-government |
| Index Keywords |
Index Keywords |
| Document Type |
Other |
| Open Access |
Open Access |
| Source |
Social Science Citation Index (SSCI) |
| EID |
WOS:000340323800001 |
| WoS Category |
Information Science & Library Science |
| Research Area |
Information Science & Library Science |
| PDF |
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