The Good Side of 311

My prior work on the Philly311 system described the system and focussed on some of the areas where it failed. This series instead focusses on the things that Philly311 (and the operational departments behind it) do well.

My prior work on the Philly311 system described the system and focussed on the areas where it failed. This series instead focusses on what Philly311 (and the departments behind it) do well.

1.
813,081 questions since January 2024, 60 staffed hours a week. The contact center at the heart of Philadelphia 311.
October 1, 2026
813,081 of 1.4M Philadelphia 311 records are phone calls into a single contact center, open 60 hours a week. 94.5% of calls close in under a minute.

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813,081 questions since January 2024, 60 staffed hours a week. The contact center at the heart of Philadelphia 311.