[C]onverging technologies have changed even basic assumptions about public services -- so much so that it's getting hard to even define the specific purpose of the most advanced of these customer-relationship-management systems. Try this exercise: Is 311 ...
-- A centralized customer service call center?
-- A multimedia hub for residents to communicate in any way they wish -- via a smartphone app, texting, a phone call or a dedicated website -- with their governments?
-- A platform for community engagement that connects residents with others of common interest, "listens" to social media comments and no longer is limited to waiting for a complaining resident to ask government for help?