Open 311

BY Nancy Scola | Tuesday, March 10 2009

The Daily News' Erin Einhorn is reporting that members of the New York City Council want to open up the city's immensely popular 311 system. "Eliminate the middleman," says Speaker Christine Quinn, and put the information the non-emergency line's operators use online and on iPhones and the like. Mayor and technophile Mike Bloomberg calls it "a brilliant idea." The members didn't make clear if under their proposal citizens might feed information -- like details on potholes, broken street lights, or flooding -- back into the database. Press release after the jump:

THE COUNCIL OF THE CITY OF NEW YORK
OFFICE OF COMMUNICATIONS
CITY HALL
NEW YORK, NY 10007
March 8, 2009
Release # 018-2009

311: The Next Generation
Speaker Quinn, Council Member Brewer Propose New 311 Mobile Application

City Hall – City Council Speaker Christine C. Quinn and Technology in Government Committee Chair Gale A. Brewer today proposed the creation of a mobile application for the City’s 311 information line. A 311 mobile application could allow parents to check public school closures, drivers to find out alternate side parking rules for the day, or constituents to send emails to their Council Members – all from their mobile device. Any information provided through the 311 call center and more could be accessible through this mobile application.

Since 2005, 311 has received over 77 million phone calls and has proven to be an invaluable service to both New Yorkers and visitors. A 311 mobile application would be the next evolution of the City’s highly successful program.

In addition, the application could help the City realize significant savings over time, by streamlining the 311 process and reducing the number of calls for basic information being directed to the call center. Reducing the City’s budget for 311 personnel by just 10% could save as much as $1.7 million a year.

“Mobile applications are quickly becoming the primary way many New Yorkers access information,” said Speaker Christine Quinn. “Right now you can check your email, upload photos to the web, watch the news and even set your DVR from your cell phone. We need to keep New York City at the forefront of information technology by tapping into the next generation of communication.”

"The City's 311 service provides a vital link between New Yorkers and their government," said Council Member Gale A. Brewer. "However, today's digital world demands instant access from anywhere at anytime. The development of mobile applications to enhance 311's interactivity will provide this ability for New Yorkers. To make 311 truly responsive, the newest applications, in this case mobile apps, which are on newer devices need to part of the 311's customer service."

A mobile application is a piece of software a person can download to their cell phone, allowing them to do many of the every day activities done on a laptop or through an automated phone system. News headlines, social networking sites and even personal banking can all be accessed through different mobile applications.

For the 311 application, the Council would work with the Department of Information Technology and Telecommunications (DoITT) to take the 311 database used by the call center and make it accessible through the application. Much like the current 311 system, the application would be free to download and to use, and accessible 24 hours a day.

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