Transition from Mayor’s Hotline to a 311 Service System

The Field Lab partnered with the City of Boston to examine how transitioning from the Mayor’s Hotline to a 311 service model could affect service requests and response patterns.

Project Partner

City of Boston, Massachusetts

Project Summary

Students worked with call data to analyze expected changes in call volumes, service categorization, and operational demands under a centralized 311 system.

Areas of Focus

The team examined call volume projections, service request types, workflow changes, staffing implications, and service delivery patterns associated with the transition to 311.

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