4.1: 311 Online
Expand 311 Online through smartphone apps, Twitter and live chat Other Information:
311 API -- Another major achievement in the City's open government roadmap was the introduction of the 311 Inquiry API in
conjunction with the Reinvent NYC.gov Hackathon, enabling participants to develop functional, realistic prototypes. This "Read"
API provides developers with access to the same helpful information that 311 call center representatives use to answer more
than 22 million calls annually. Currently, the 311 Inquiry API lists 6,612 different facilities and 1,759 services offered
by the City. While the API is currently read-only and thus cannot process service request transactions, more than 70% of calls
to 311 are resolved by providing information alone, showing that the 311 Inquiry API has the ability to handle a majority
of customer concerns. Expand 311 Online through Smartphone Apps, Twitter and Live Chat -- Today, users can connect with 311
to access New York City government services and information through telephone, 311 Online, a smartphone app, text messaging,
Skype or Twitter, where @311NYC has over 30,000 followers. And to make government services more accessible to non-English
speakers, 311Online is available in over 50 languages. With the 311 iPhone app, users can report problems, tag locations using
GPS, take a photo and access frequently asked questions regarding City services. The City also introduced 311 via SMS on mobile
phones, allowing New Yorkers to simply text service requests to 311692. COMING NEXT FROM 311: In 2012, 311 will continue to
expand 311 Online through the addition of Frequently Asked Questions and creating a new interaction experience by incorporating
customer-generated questions and 311-provided answers as part of the 311 Online offering. THE FUTURE OF 311 -- Building on
the launch of the expanded NYC Open Data Platform and the 311 Inquiry API, 311 will pursue a phased 311 "Write" API, allowing
external applications to send service requests to 311. This architecture stands to dramatically increase the scale, reach
and efficiency of 311. Much like the open API structures of Facebook and Twitter, which have sparked the development of hundreds
of thousands of applications and entire industry verticals, the 311 Write API will start to complete the process of truly
opening City data to developers.
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