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Understanding what residents ask cities: open data 311 call analysis and future directions

Published: 04 January 2018 Publication History

Abstract

311 call service allows community residents to provide feedback to their municipal governments in North America on non-emergent matters. Though it has not long been since it is adopted in cities, the service has been significantly and dynamically evolved in its capacity, mode of operation and its impact on city operations and residents. We developed an online analysis platform and conducted various analyses and comparisons across cities. We present the commonalities and disparities of cities in the residents' reports and discuss changes its access modes and privacy issues. The developed tool would enhance and maximize the municipal operations. We plan to extend the platform through feedbacks from municipal governments.

References

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2017. BOS:311 APP. https://www.boston.gov/departments/new-urban-mechanics/bos311-app. (April 2017).
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2017. North American Numbering Plan Association. https://www.nationalnanpa.com/. (2017).
[3]
2017. US City Open Data Census. http://us-city.census.okfn.org/dataset/service-requests. (2017).
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Lee Byron and Martin Wattenberg. 2008. Stacked Graphs - Geometry and Aesthetics. IEEE Transactions on Visualization and Computer Graphics 14, 6 (NovemberâĂŞDecember 2008), 1245âĂŞ1252.
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DANS Lab, University of Missouri - Kansas City. 2017. SMART CITIES: 311 ANALYSIS PORTAL. (2017). Retrieved November 2017 from http://moemanson.me/311/ToolApp/index.html Temporary site.
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Stephen Goldsmith and Susan Crawford. 2014. The Responsive City: Engaging Communities Through Data-Smart Governance (1 ed.). Jossey-Bass.
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Barbara Kiviat. 2005. The Magic Number. http://content.time.com/time/magazine/article/0,9171,1022591,00.html. TIME Magazine (Janunary 2005).
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Richard W. Schwester, Tony Carrizales, and Marc Holzer. 2009. An Examination Of The Municipal 311 System. International Journal Of Organization Theory And Behavior 12, 2 (2009), 218--236.
[9]
Office of Community Oriented Policing Services U.S. Department of Justice. 2006. COPS Fact Sheet: 311 for Non-Emergencies. Available at http://www.cops.usdoj.gov/. (2006).
[10]
Office of Justice Program U.S. Department of Justice. 2005. Calling 311: Guidelines fro Policymakers. https://ric-zai-inc.com/Publications/cops-w0413-pub.pdf. (2005). NCJ 206257.

Cited By

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  • (2024)Determining Digital Divide in Local-Level ICT Usage for 311 Civic Applications2024 IEEE Global Humanitarian Technology Conference (GHTC)10.1109/GHTC62424.2024.10771527(499-506)Online publication date: 23-Oct-2024
  • (2023)Anomalies in feedbackProcedia Computer Science10.1016/j.procs.2022.11.004212:C(201-208)Online publication date: 20-Jan-2023
  • (2021)Distributed Big Data Computing for Supporting Predictive Analytics of Service Requests2021 IEEE 45th Annual Computers, Software, and Applications Conference (COMPSAC)10.1109/COMPSAC51774.2021.00257(1723-1728)Online publication date: Jul-2021
  • Show More Cited By

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cover image ACM Other conferences
Workshops ICDCN '18: Proceedings of the Workshop Program of the 19th International Conference on Distributed Computing and Networking
January 2018
151 pages
ISBN:9781450363976
DOI:10.1145/3170521
  • Conference Chair:
  • Doina Bein
Permission to make digital or hard copies of all or part of this work for personal or classroom use is granted without fee provided that copies are not made or distributed for profit or commercial advantage and that copies bear this notice and the full citation on the first page. Copyrights for components of this work owned by others than ACM must be honored. Abstracting with credit is permitted. To copy otherwise, or republish, to post on servers or to redistribute to lists, requires prior specific permission and/or a fee. Request permissions from [email protected]

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Association for Computing Machinery

New York, NY, United States

Publication History

Published: 04 January 2018

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Author Tags

  1. 311 reports
  2. open data
  3. smart cities

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View all
  • (2024)Determining Digital Divide in Local-Level ICT Usage for 311 Civic Applications2024 IEEE Global Humanitarian Technology Conference (GHTC)10.1109/GHTC62424.2024.10771527(499-506)Online publication date: 23-Oct-2024
  • (2023)Anomalies in feedbackProcedia Computer Science10.1016/j.procs.2022.11.004212:C(201-208)Online publication date: 20-Jan-2023
  • (2021)Distributed Big Data Computing for Supporting Predictive Analytics of Service Requests2021 IEEE 45th Annual Computers, Software, and Applications Conference (COMPSAC)10.1109/COMPSAC51774.2021.00257(1723-1728)Online publication date: Jul-2021
  • (2021)Landslide susceptibility analysis based on citizen reportsEarth Surface Processes and Landforms10.1002/esp.506446:4(791-803)Online publication date: 2-Feb-2021
  • (2020)Analyzing Civic Activity in the Field of Urban Improvement and Housing Maintenance Based on E-Participation Data: St. Petersburg ExperienceElectronic Governance and Open Society: Challenges in Eurasia10.1007/978-3-030-39296-3_7(88-102)Online publication date: 23-Jan-2020

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