The changing face of a city government: A case study of Philly311

• A smart city operates efficiently, effectively, transparently, and collaboratively.
• A smart city program is embedded in technological and organizational factors.
• 311 services are crucial part of government strategy to make cities smarter.

This study explores the transformation of a city government led by a 311 program, which provides a consolidated channel for non-emergency services and information. The paper first discusses the concept of “smart city” as a foundation for the examination of the 311 non-emergency contact program as a practice of government innovation, and then presents the details of the 311 program as instantiated in the City of Philadelphia. In-depth interviews with Philadelphia City government officials and managers responsible for creating and operating the City's 311 non-emergency contact program (Philly311) offer practical insights into the contributions the program is making to a more efficient, effective, transparent, and collaborative city government.