For some reason, we're fascinated with the Behind-the-Scenes look at 311 and the city's Department of Information Technology and Telecommunications Commissioner Gino Menchini, in spite of its rah-rah-ism. Besides as explanation of how 311 works (operators fielding your calls, using global information services), apparently Commissioner Menchini calls 311 all the time to update the city about broken traffic lights and other transportation incidents, and Mayor Bloomberg has not only called 311, but given barbecues for the staff. Maybe this is because Gothamist is thinking 311 would make for a great high concept movie: Villain tries to control NYC by screwing up its traffic lights; clever 311 manager needs to stop the chaos.
Gothamist on the popularity of 311 and its formation.
