Abstract:

Soon Philadelphians will be able to grab their phones and dial 311. The city of Philadelphia is working on establishing a 311 constituent call center in the hope of making it easier for residents to access local government services. The $1.4 million investment will ultimately save the city money by cutting down on nonemergency calls placed to 911 operators. Eliminating duplicate department-specific phone lines will also reduce costs, says the Department of Public Property. The 311 call center is intended to provide one-stop shopping for city residents. Operators will be equipped to handle requests about quality-of-life issues such as what day to set out recyclables, and how to report potholes and learn which public health centers administer flu shots. Currently, residents and business owners complain about hours wasted while switchboard operators transfer them from one city department to another, or just leave them waiting on hold.