NUTTER: Access to City Hall
Yes. In addition, I will establish a 311 call center to target resources on non-police or –fire emergencies and improve service delivery on the entire portfolio of municipal services. Up to one-third of calls placed to 911 in Philadelphia are non-emergencies regarding illegal parking, animal complaints, loud noise, etc. Although these are important quality of life issues that add to disorder and must be dealt with in an efficient manner, they are currently made on the 911 line.
The establishment of a 311 line would allow citizens to log requests for services and create the basis for tracking performance. It is a powerful tool that creates important opportunities for improved municipal services across the board. These 311 services create a management tool for increasing that service efficiency and will reduce police and fire response time to genuine emergency calls to 911.
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The city needs a web capability that reduces the need for citizens to deal with employees. A mayor has to articulate a strong e-government strategy. He has said nothing about this. Still, a 311 line is long overdue.
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