You might also be interested in http://open311.org – an effort to develop an open standard around web enabled 311 services with an emphasis on the type of public forums and points of engagement that they can provide. The hope is that this effort can help catalyze and better leverage an interoperable ecosystem of 311 technologies. Currently we’re on track to have Washington D.C. and San Francisco interoperating and other cities are set to come on board with the standard soon.
See http://wiki.open311.org/API for more technical details and status of the Open311 API development.
Emerging technologies also allow traditional phone interactions to be powered by web APIs like Open311.
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