The American citizen relationship management system 311 achieved much success in recent years. It started as a simple hotline and has evolved to a multi-channel communication system which offers a huge range of governmental services, e.g. web self-service portals, social media, mobile applications and in many cases functions as a single contact point for any issue citizens could have within their neighborhood. It is assumed to allow for quicker and easier access to non-emergency municipal services and information as well as to improve effectiveness and efficiency of governmental service delivery. However, current research on the changes in public service delivery evoked by 311 as well as the importance of different communication channels is
