NYC 311 (New York City - United States of America)

New York city is the biggest and most populous city of the United States, with a large and complex governance system. It counts with more than 350,000 employees and more than 120 agencies, offices and organizations that offer public services. In total, approximately 40,000 services are provided to 8.4 million dwellers.

Launched in 2003, New York City 311 is a centralized, effective, open, collaborative and all-purposed customer service centre for New York citizens’ access to non-emergency municipal services. The service is always available through a simple call request using the easy to remember 311 phone number. The service operator can answer calls or redirect them to information or resources that the citizens need. There is also an available for download NYC 311 application for Android or iOS operating systems that allows citizens to easily find government services or report service requests to 311. The most requested services by New York citizens are the following: Pay a Parking Ticket; NYC Jobs; Affordable Housing; Alternate Side Parking or Street Cleaning; Property Records; Civil Service Exams; Food Stamps; Birth Certificate; IDNYC Municipal ID Card; Parking Ticket Assistance; Public Assistance or Welfare; Noise from Neighbour and Residential Maintenance Complaint.

There are some risks associated, like the lack of interoperability, possible interdepartmental and intradepartmental conflicts, not having an adequate legal system, budget cuts, low adaptation and flexibility capacity and weak organizational leadership. Nonetheless, the initiative has proven value, as it is very innovative and significantly increases citizens’ sense of belonging. Everyone can access all city services through a single-entry point by making one phone call. Besides the complexity of its implementation, the idea is very simple and the benefits for the citizens are immense.