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Research Project On Non Emergency Municipal Services

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Rutgers University, State University of New Jersey School of Public Affairs and Administration To: Professor SRINIVAS YERRAMSETTI From: Chunlu Xiao Date: Nov 9th, 2015 RE: Research Project on non-emergency municipal services offered through 311 1.Introduction More than half of the world population now lives in urban areas, and the urban population is expected to increase to five billion by 2030 (United Nations Population Fund). While rapid urbanization and urban growth continues, an increasing number of city governments are looking to the consolidation of municipal services as one of the ways to make their cities more efficient, effective, transparent, and accountable. A 311 program is considered one particular strategy for service integration. The 311 is a special telephone number supported in many communities in Canada and the United States. It can also be considered as city-level service integration initiatives. The number provides quick and easy access to non-emergency municipal services and information. 311 mainly have three big objectives. The first one as we mentioned before, they need to provide the public with quick, easy access to all City government services and information while maintaining the highest possible level of customer service. Moreover, they help agencies improve service delivery by allowing them to focus on their core missions and manage their workload efficiently. They also provide insight into ways to improve City government through

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