In Creating a Welcoming and Connected City, the directors of 311 systems in Charlotte/Mecklenburg County, N.C.; Kansas City, Mo.; Montgomery County, Md.; Philadelphia; Spokane, Wash.; and San Antonio explain the technology's impact on finances and customer service.

In 2014, for example, Philadelphia created a constituent relationship management (CRM) application that unified several methods of communication into one portal for citizens, stakeholders, and government officials.

Philly311 is the flagship project for centralized customer service for the city, which has received an average 98% satisfaction rate since the system's inception and has thousands of social media followers. Read More