Social and Behavioral Sciences Commons^™

Modeling Municipal Service Integration : A Comparative Case Study Of New York And Philadelphia 311 Systems, Taewoo Nam

Legacy Theses & Dissertations (2009 - 2024)

An increasing number of city governments are looking to the consolidation of municipal services to make their cities more efficient, effective, transparent, and accountable. A 311 system, as a consolidated channel for non-emergency contact services, is one strategy being employed. Despite growing attention to 311 systems as a preferred approach to city-level service integration, there is a paucity of research on integration of the related city services. Considering the gap in theoretical and practical knowledge of city-level service integration, this study addresses two questions: 1) How do city governments integrate critical city services? and 2) What influences city-level service integration …