311 calls have dropped by 8 percent since last year, while digital requests increase - Technical.ly Philly

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Dec. 5, 2013 8:30 am

311 calls have dropped by 8 percent since last year, while digital requests increase

The city hopes that digital requests, those through the 311 mobile app, email and web, continue to grow so it can support more people using the service, said 311 Contact Center Operations Manager Sheryl Johnson.
Inside the city’s 311 call center.

Inside the city's 311 call center.

Calls to 311, the city’s non-emergency request line, have dropped by eight percent in the last year, while digital requests have grown, according to city data.

The city hopes that digital requests, those through the 311 mobile app, email and web, continue to grow so it can support more people using the service, said 311 Contact Center Operations Manager Sheryl Johnson.

The 311 mobile app, launched in September 2012, is the second-most popular way to submit requests, with an average of 1,747 requests coming through the app per month, Johnson said. The city also saw a 20 percent increase in email requests over the last year, she said.

Still, digital requests made up only five percent of the 90,596 requests the city received in August 2013. Check out our infographic here.

311 requests aug 2013

Click to enlarge and get the full infographic.

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