311 has been the largest and one of the most important customer service bridge between citizens and government, being actively operated in multiple cities in North America. It enables accessibility for citizens to non-emergency city services and increases efficiency and effectiveness of relevant government authorities in responding to public inquiries. Reporting service requests are easy and fast since they are available online, or can be downloaded on mobile devices as well as via telephone. The high accessible reporting process generated a huge amount of data during the past few years. In this paper, we present a comprehensive analysis of the 311 services for New York state, i.e., NYC 311 services. The NYC 311 dataset is a publicly accessible dataset that contains approximately 15 million records from 2010 to present. We have analyzed multiple features including the number of created requests in terms of responding agency, complaint type, city and time of the day. We also analyzed the completion period and delay period for requests in terms of agency, complaint type, city, years, months and weekdays.

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12th International Conference on Digital Information Management, ICDIM 2017
School of Information Technology

Ibrahim, R. (Rami), & Shafiq, M.O. (2018). Measurement and analysis of citizens requests to government for non-emergency services. In 2017 12th International Conference on Digital Information Management, ICDIM 2017 (pp. 286–291). doi:10.1109/ICDIM.2017.8244654