Date of Award




Document Type


Degree Name

Doctor of Philosophy (PhD)


Department of Public Administration and Policy

Content Description

1 online resource (xiv, 227 pages) : PDF file, illustrations

Dissertation/Thesis Chair

Theresa A. Pardo

Committee Members

Sharon S. Dawes, J. Ramon Gil-Garcia


311 service, city government, city management, non-emergency service, service integration, shared service, Metropolitan government, Municipal services, Telephone, Government communication systems

Subject Categories

Public Administration


An increasing number of city governments are looking to the consolidation of municipal services to make their cities more efficient, effective, transparent, and accountable. A 311 system, as a consolidated channel for non-emergency contact services, is one strategy being employed. Despite growing attention to 311 systems as a preferred approach to city-level service integration, there is a paucity of research on integration of the related city services. Considering the gap in theoretical and practical knowledge of city-level service integration, this study addresses two questions: 1) How do city governments integrate critical city services? and 2) What influences city-level service integration and what is the nature of that influence? The study examines 311 centers in New York and Philadelphia as cases of city-level service integration.