Citizen Relationship Management in Local Governments: The Potential of 311 for Public Service Delivery

Hartmann, Sarah; Mainka, Agnes; Stock, Wolfgang G.

doi:10.1007/978-3-319-54142-6_18

Cited by 28 publications

(10 citation statements)

References 15 publications

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“…Despite the transformative potential, limited empirical studies have been conducted on service delivery outcomes from technology-enabled coproduction (Clark and Guzman 2017;Hartmann, Mainka, and Stock 2017;Nam and Pardo 2014;Schwester, Carrizales, and Holzer 2009). Thus far, one stream of research has studied the intermediate outcome of technologyenabled coproduction-citizen participation (Chatfield and Reddick 2018;Clark, Brudney, and Jang 2013;O'Brien 2016;O'Brien et al 2017), particularly the disparities in coproduction participation on 311 among different SES and racial groups.…”

Section: Technology-enabled Coproduction In the Digital Agementioning

confidence: 99%

Closing the Gap or Widening the Divide: The Impacts of Technology‐Enabled Coproduction on Equity in Public Service Delivery

Tang

2020

Public Administration Review

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This article investigates how 311 systems affect distributional equity in public service delivery. Many local governments in the United States have adopted interactive 311 platforms to engage citizens in coproduction. Using a novel household‐level data set on 311 service requests and power service restoration in the City of Tallahassee, Florida, after Hurricane Michael in 2018, the authors examine possible disparities between racial minority groups and nonminorities in making power service restoration requests via 311. The article further analyzes how coproduction participation through 311 affects distributional equity in power restoration. The findings show that minority groups are more likely to utilize these smart technologies to submit requests for essential services after disasters, as they may have greater needs but less political capital to reach out to the government. Their utilization of e‐governance technologies has helped them gain more attention from the government, which narrows the equity gap in service delivery.

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Section: Technology-enabled Coproduction In the Digital Agementioning

confidence: 99%

Closing the Gap or Widening the Divide: The Impacts of Technology‐Enabled Coproduction on Equity in Public Service Delivery

Tang

2020

Public Administration Review

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“…The problem is that almost every author uses his or her name for it. Some of them use broad term Citizen Relationship Management (e.g., Vaerst, 2015;Hartmann et al, 2017), another used 311 number as the name for all channels to report the issue (e.g., Clark and Shurik, 2016 Citizen reporting means that citizens actively report some incidents or issue they witnessed. Different urgency of such reports distinguishes emergency and non-emergency incidents.…”

Section: Citizen Reporting On Issues Of Public Infrastructure (Crispi)mentioning

confidence: 99%

Participatory technologies in smart cities: What citizens want and how to ask them

Kopáčková

Komárková

2020

Telematics and Informatics

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“…Furthermore, organizations need to be attuned to changes and events on the ground. This can be achieved through the use of technologies such as "mayors' dashboards" and applications such as the "311" system in the United States [see Hartmann, Mainka, and Stock (2017) for a discussion about the contribution of "311" to the quality of public service delivery in American cities]. These tools provide policy practitioners with real-time access to feedback on a variety of issues from waste management to emergency response.…”

Section: Political Capacitiesmentioning

confidence: 99%

Practicing public policy in an age of disruption

Hartley

Kuecker

Woo

2019

Policy Design and Practice

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Once the muse of oracles and soothsayers, global systemic instability is now increasingly plausible given the convergence of wicked, synchronous, and interconnected problems like climate change and socioeconomic inequality. International organizations have confronted such crises with policy platforms like the Sustainable Development Goals, New Urban Agenda, and Sendai Framework for Disaster Risk Reduction. However, there is increasing need to connect the meta-context of systemic crises with the practical realities facing local policy practitioners, who must determine how to manage the local impacts of a so-called "perfect storm" of policy challenges. This article argues first that policy interventions addressing wicked problems are locked into a legacy epistemic focused on discrete problem identification and associated policy solutions, and second that such policy thinking will fail to adequately address global crises. The article critically visits Enlightenment rationality-inspired instrumentalism underlying the ongoing high-modernist and technocratic approach of policymaking, deriving a suite of recommendations based on a theoretical application of policy capacity.

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Citizen Relationship Management in Local Governments: The Potential of 311 for Public Service Delivery

Cited by 28 publications

References 15 publications

Closing the Gap or Widening the Divide: The Impacts of Technology‐Enabled Coproduction on Equity in Public Service Delivery

Closing the Gap or Widening the Divide: The Impacts of Technology‐Enabled Coproduction on Equity in Public Service Delivery

Participatory technologies in smart cities: What citizens want and how to ask them

Practicing public policy in an age of disruption

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