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.