Cities Reimagine 311 Service as Pandemic Shifts the Paradigm

Government Technology: During the height of the COVID-19 pandemic, New Yorkers turned to their 311 service for information around making medical appointments, securing a small business loan, or meals for shut-ins.

The requests coming into the city’s 311 service reached beyond the more prosaic concerns about potholes or parking — often the standard for the non-emergency service number – to signaling what needs the pandemic was bringing to light as the city of some nine million residents was sent into lockdown.

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