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Mission Statement
Serving the citizens of Philadelphia by providing courteous, fast, and accurate customer service that results in transparent access to government information and services.

Philly311 will:
Connect You - Provide directory assistance to connect you directly to City employees and City departments. View Process Here

Answer Your Questions - We have the critical answers you need about important City services through our information services system. View Process Here

Deliver You Faster Services - Customer Service Specialists are trained to assist you in obtaining City services. They will transfer your service request to the relevant department and track your request until the problem is solved. View Process Here

Update You on Special Events - 3-1-1 is the number to call if you need information about special events hosted by the City of Philadelphia.


Philly311 and Performance Management: Philly311 provides data and support for the City’s monthly PhillyStat meetings. PhillyStat is a bi-weekly meeting where the Mayor, the Managing Director and other City officials focus on data-driven, real-time problem solving - one City Department at a time. For more information on PhillyStat, click here.


Rosetta Carrington Lue
Deputy Managing Director / 311 Contact Center
Rosetta Carrington Lue Rosetta Carrington Lue currently serves as the Senior Advisor and Chief Customer Service Officer to the City of Philadelphia’s Managing Director. She was appointed by the City of Philadelphia’s Mayor Michael A. Nutter in May 2008 to serve as the Director of the Philly311 Contact Center, a multi-channel platform for citizens to connect with the Philadelphia City government.

Since Rosetta joined the City in 2008, she created the Customer Service Leadership Academy, an in-house training program for city employees; the Neighborhood Liaison Program, a community empowerment program within Philly311; the Citizens Engagement Academy, a curriculum of presentations to teach and encourage citizens to become civically active; and Customer Service Officers program, a program trains and advises senior management staff on strategies to achieve customer services goals and performance objectives within their organizations.

For her community programs, the City of Philadelphia has been designated a Citizen’s Engaged Community by the Public Technology Institute from 2010-2012. Rosetta also oversaw the implementation and launch of the Philly311 Mobile App which received City Paper’s 2012 Big Vision Award in the category of Government and Politics. She is currently spearheading the efforts to implement a new City of Philadelphia 311 Customer Relationship Management (CRM) system.

Prior to working for the City, Rosetta served as Vice President of Client Services for TeleManagement Group Services and Assistant General Manager for the City of Lakeland, among other executive-level positions within the private sector. Rosetta graduated with a Bachelor of Science in Finance and a Master of Business Administration (MBA) degrees

Most recently Rosetta was named to Huffington Post’s Top 100 Most Social Customer Service Pros on Twitter. She also currently serves on the Board of Directors for the American Heart Association Southeastern Philadelphia in addition to various other charitable and community advisory boards.