Social and Behavioral Sciences Commons^™

Providing Access To Resilience-Enhancing Technologies For Disadvantaged Communities And Vulnerable Populations, John J. Kiefer, Jay Mancini, Betty H. Morrow, Hugh Gladwin, Terina Stewart

John J. Kiefer

No abstract provided.

Operational Services Brief: 311 In Massachusetts, Edward J. Collins, Jr. Center For Public Management, University Of Massachusetts Boston

Edward J. Collins Center for Public Management Publications

Non-emergency constituent phone service (also known as “311”) is a growing nationwide trend among municipalities looking to provide more efficient services and improve communications with their citizens. According to an ICMA report, about 15% already use such a system, and another quarter are considering one. As an example of 311’s effectiveness, 43% of local governments reported a significant decrease in non-emergency 911 calls following implementation of a centralized customer service system.

In Massachusetts, 311 is just starting to gain popularity. It currently exists in at least five places (i.e., the cities of Somerville, Springfield, Boston and Worcester; and Dukes County), …