Philly 311 service offers information to residents

By: Zohaib Ahmad

Posted: 1/9/09

The 311 toll-free service number, which allows people in Philadelphia to call for information about the City, City services or general information, was launched Dec. 31.

According to the Mayor's office, 311 can answer questions concerning directory assistance, information services, service requests, and updates on special events.

"[Students] can find out when things are happening around the neighborhood," Maura Kennedy, deputy press secretary to Mayor Nutter, said.

All people have to do is dial 3-1-1 and they will be connected to an operator. They can also visit the 311 office located in room 167 of City Hall during normal business hours.

This service is available all day long, all week long, and all year long.

Also, the ease of finding a number or service and, as Kennedy said, the ability to "navigate the city government" increases with only one phone call needed and with no hassle involved, according to the 311 fact sheet provided by the mayor's office.

A goal of this service is to divert the number of calls sent to the emergency number 911.

Philadelphia has had a problem with non-emergency calls to 911 and now needs something to "take the load off of 911," according to Kennedy.

"This will help separate super-urgent calls and give immediate and direct care," Philadelphian native and freshman architecture major Elise Farano said.

Currently the 311 number is "averaging about 3,500 calls a day," Kennedy said.

This 311 system has been implemented in other states. More than 60 cities have the 311 system, according to Kennedy.

However, Philadelphia has put a new spin in with the 311 system by starting it at the same time as PhillyStat, according to Kennedy.

PhillyStat will be used to track, evaluate and, if necessary, correct service patterns in the departments by breaking down statistics, according to the mayor's press release.

"We are seeing if service requests are being met across the city," Kennedy said.

Also, callers who have requested services will be given a tracking number in the case they want to follow up on their requests.

"This improves customer service and accountability. It'll give you a clear expectation," Kennedy said

According to the 311 fact sheet, Philadelphia residents, businesses, and visitors are encouraged to call this free service.

The service was sponsored by Mayor Michael A. Nutter, Managing Director Dr. Camille Barnett, and 311 Call Center Director Rosetta Carrington Lue Dec 31.