Back to Basics: City Services and 311 Service Requests

Abstract

With data from service delivery requests in twenty-nine cities, this article reports on a comparative analysis of city service request systems (311 systems) and their operations. The study uses actual 311 service request data available through cities’ open data portals. A typology of thirty service type categories was created. Various hypotheses were tested. As city population increases, the number of service requests also increases. Garbage/recycling is the most commonly requested service, followed by code enforcement requests, parking, pickup of bulk items, and abandoned vehicles. Cities are no longer just using telephones for their users to submit requests but have also now incorporated other service channels. Service resolution times vary across cities and service category but there is some evidence that safety and health types of services receive priority and are resolved more quickly. The article ends with managerial and policy implications.