Philly 311 (Philadelphia - United States of America)

Case Study

Philly 311 (Philadelphia - United States of America)

Inaugurated in 2008, Philly 311 is Philadelphia’s non-emergency information and services system that provides citizens with direct access to local government. To report a problem, ask a question, or track a request, users can call 311, access the official web page, send an e-mail to, tweet @philly311, download the mobile app, or go to a walk-in centre. This is the first civic engagement app that offers language translations (6 of the most frequently spoken languages in Philadelphia), a feature that makes it more inclusive and broadens its range of potential participation.

Service tickets can be submitted to: report a problem or submit a service request; track status updates for submitted requests; view neighbouring community requests; read frequently asked questions; discover property history data.

All service tickets are addressed as soon as possible by the responsible municipal departments, and citizens are provided with feedback on the progress of solving the request that was submitted.

In January 2018, citizens submitted 21,836 requests, being the top 5 requests related to rubbish collection (3,352), abandoned vehicles (1,936), illegal dumping (1,667), graffiti removal (1,496), and maintenance residential (1,456). The partner agency that received more tickets was the Streets Department and the most frequently asked question from the total of 26,861 Information Requests was “How do I contact Licenses and Inspections Business Offices?” (1,084).


Case study country(ies)
Agencie(s) involved in the case

Improved e-Governance and citizen services.


Description of the specific objectives:

- Improve public service delivery;

- Involve citizens in the enhancement of Philadelphia.


City of Philadelphia.

Smart Solution(s) deployed by the case
Attachment Size
Philly 311 Monthly Report January 2018.pdf 857.92 KB