PHILADELPHIA — City officials announced today that Graham Quinn is named Executive Director of Philly311. Quinn was selected for the position by Managing Director Michael DiBerardinis and Deputy Managing Director for Community Services Joanna Otero-Cruz. He will take the helm of Philly311, a multi-channel platform for citizens to connect with City Government, overseeing more than 60 employees who handle more than 200,000 service requests annually.
“Graham’s proven commitment and dedication to Philly311 made him the clear choice to lead the Philly311 team,” said Joanna Otero-Cruz. “We are confident that Graham’s energy and expertise will allow him to continue to improve Philly311’s service delivery and help the City better serve our residents efficiently and effectively.”
Quinn is no stranger to connecting citizens to municipal services. After joining Philly311 in 2012, he oversaw the implementation and launch of the first Philly311 mobile app. The pioneering app received praise as City Paper’s 2012 Big Vision Award for its integration of Philly311’s Customer Relationship Management (CRM) system.
Later in his tenure with Philly311, Quinn was instrumental in the next phase of CRM implementation in 2015. The change allowed Philly311 to offer the best customer experience possible by offering security, transparency, and efficiency with the cloud technology.
With a strong background in management and strategy, one of Quinn’s main goals as Executive Director is to leverage big data to deliver better customer service while working with key partners to ensure the best possible experience. Quinn is currently spearheading development of a mobile-responsive update to the Philly311 interface; one that will integrate directly with City departments, furthering the efficiency at which services are accessed.
Prior to working for the City, Graham Quinn managed teams for Fortune 100 companies as well as several start-ups. Graham holds a BA from University of Colorado, an MBA from George Washington University, and was selected for a Potomac Fellowship award.
A headshot of Graham Quinn is available upon request.
About Philly311
Philly311’s goal is to provide world-class service across all channels, by phone (dial 3-1-1), email (Philly311@phila.gov), mobile app, web (https://www.phila.gov/311) and social media (@Philly311 on Twitter). When residents submit a request, Philly311 aims to deliver timely updates and accurate information. By working closely with city departments, Philly311 develops valuable insights that help to improve our city.