State & Local

Modernizing 311 in Los Angeles

Data-Smart City Solutions: Overcoming data system silos is a vital step in achieving data-driven governance and a top priority for Mayor Eric Garcetti and the City of Los Angeles. Rooted in older systems that lack interoperability, data silos significantly slow down operations by causing miscommunications and duplication.

The City of Los Angeles’s veteran 311 service request systems, which connect requests for city services to the appropriate departments, clearly demonstrate the challenges that result from such silos. The service request systems in each department were designed with the department’s needs in mind, rather than cross-departmental service delivery operations. The four systems were custom built and designed before APIs and system interoperability were required features, leading to completely independent systems that were unable to exchange information. City officials looking for service request information to improve performance would have to contact each department individually, as there was no central database from which to pull information. As the city adapted to new technological trends — central call centers (311), mobile apps, and open data — the legacy systems’ antiquated architecture endured, becoming the primary obstruction to innovation.

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