Using Human Centered Design for Government Digital Transformation

Using Human Centered Design to Improve Government Digital Customer Experiences Read More

Celebrating 311 Day in Government

In 2002, the City of Baltimore, led by Director Lisa N Allen, was the first city in the country to launch 311 as an intake center for all service request and requests for general information from citizens and visitors. Over the years, many cities and counties have modeled Baltimore’s 311 and have implemented 311 call… Read More

Creating a Welcoming & Connected City – @Philly311 Youth Engagement Program Graduation

Saying Goodbye The final session and Philly311 YEP graduation ceremony was an emotional but enjoyable day. For the staff who created and implemented this program and worked with the participants ever week, it was bittersweet. It was incredible to review the program with the students and hear all the information the children had learned during… Read More

Creating a Smart and Connected City

Once only a fascinating speculation of science fiction, smart cities are not only becoming a reality but are now vitally imminent as well. As our population grows with more and more people moving into the cities, a tremendous load is placed upon the city centers, calling for a dire need to expand our resources and… Read More

Creating a Welcoming & Connected City: 311 Youth Engagement Program

A few weeks ago I posed a challenge to my Philly311 Customer Service Programs and Engagement Strategist, Amanda V. Wagner: Create a program that encourages young people to be civically involved. Amanda leads the Philly311 Customer Service Programs and Strategies Unit which is responsible for Philly311’s customer service innovative programs and communications. She was excited… Read More

City of Philadelphia 311 Named 2015 UN Public Service Award Finalist

I am honored and excited that the City of Philadelphia Philly311 Contact Center was named a finalist for the prestigious international 2015 United Nations Public Service Award in the category of “Improving the Delivery of Public Services.” We have grown so much from our days as a startup organization serving 1.5 million residents, businesses, and… Read More