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Doing More With Less: How New York’s 311 System Is Revolutionizing City Government

Thursday October 2004


Gino Menchini Commissioner, New York City Department of Information Technology & Telecommunications

New York has transformed itself over the last decade, changing from a city known for its crime and grime to an exciting and innovative place to live. More quietly, New York City government has also transformed itself. Through its use of tools like CompStat and JobStat, our city's government is increasingly recognized as a national leader in performance management and efficiently meeting citizen expectations.

Nowhere is this truer than in the city’s 311 phone system. This system efficiently fields thousands of citizen complaints and comments daily, routing them directly to the government managers who are responsible for taking action. By enhancing productivity and accountability, New York’s 311 system is fast becoming a model for the nation.