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How NYC Handles 43,000 Questions A Day

NycDialing 311 - a cousin of '411'  and '911' services - has become an unofficial concierge for New York citizens.

311 was mandated in 1996 as a way for citizens to call with any non-emergency question.  Today, reports of new potholes are going to the city, while any restaurant or hotel-related inquiry is now getting forwarded to NYC & Co., the convention and visitor's bureau, for disposition.

Key to NYC & Co.'s success is their mall-like approach to organizing information about local restaurants and retail.  As a result of developing these workflows, New York's 311 service has been able to scale from about 6,000 calls a day during its first quarter of operation, to 43,000 calls a day on average, spiking to 65,000 a day during the recent blizzard.

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