How NYC Handles 43,000 Questions A Day
Dialing 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.