Abstract

Single non-­emergency numbers have received increased attention by governments around the globe. For example, 13 out of 27 European Member States have implemented single non-­emergency number contact centres, and others are in the process of doing so. It was a visit to New York City’s 311 non-­emergency solution in 2006, which inspired the development of the D115 project in Germany. The project recently ended its pilot and entered regular operations. More and more German counties and municipalities are joining the D115 non‑emergency government phone service network.
This study returns to the City of New York to see whether more lessons can be drawn for D115 from its development over the last three years. In evaluating 311 in New York City for D115, it is important to explore not only the basic mechanics and statistics relating to the infrastructure and resources but also the issues surrounding policy, city management and service delivery that have accompanied the evolution of 311.