Service Delivery

Our strategy for citizen-to-city transactions focuses on making services easily available to constituents, cutting down on the amount of time that elapses between when a request is made and the service time and reducing the cost of managing requests.

24x7 Call Center

State-of-the-art workstations, telephony and application software were implemented to make sure staff can provide efficient and effective services to all callers via 311.

311 Services

Menu of Services

Our new online services menu integrates all online transactions with the City, including: service requests, payments, forms, permits and applications. Organizing the 300+ online transactions by category makes it easier for users to find what they’re looking for, without needing to know what department is responsible.

Online Services

New Online Forms

New web forms are designed to collect all of the necessary information related to a request, reducing the need for follow-up. Requests are immediately assigned to the responsible department so that they can address the issue faster.

Peformance Metrics

Our performance management program represents a citywide effort to increase accountability and transparency both within government and with citizens. Internally, a web-based system is used for collecting and tracking data for all departments. The information is published on our website for public review.  Our performance analysis allws us to ensure we are delivering better services while reducing costs.

Work Order Management (WOM)

Requests are immediately assigned to the responsible department and the issue is quickly addressed.

City Archives

The City Archives develops and implements citywide policy and procedures for the systematic management and disposition of all the municipal government records of Boston. We preserve the historic records of Boston's municipal government and provide public access to those records.

Catalog of Records
Make a Records Request

New Urban Mechanics

The Mayor's Office of New Urban Mechanics is an approach to civic innovation focused on delivering transformative City services to Boston's residents. Across all these projects, the office strives to engage constituents and institutions in developing and piloting projects that will re-shape City government and improve the services we provide.

New Urban Mechanics