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Author  |
Christopher W. Zobel; Milad Baghersad; Yang Zhang |
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Title |
Calling 311: evaluating the performance of municipal services after disasters |
Type |
Conference Article |
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Year |
2017 |
Publication |
Proceedings of the 14th International Conference on Information Systems for Crisis Response And Management |
Abbreviated Journal |
Iscram 2017 |
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Volume |
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Issue |
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Pages |
164-172 |
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Keywords |
Resilience; Municipal Departments; 311 Service Center; Disaster; Critical Infrastructure |
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Abstract |
As part of a movement towards enabling smart cities, a growing number of urban areas in the USA, such as New York City, Boston, and Houston, have established 311 call centers to receive service requests from their citizens through a variety of platforms. In this paper, for the first time, we propose to leverage the large amount of data provided by these non-emergency service centers to help characterize their operational performance in the context of a natural disaster event. We subsequently develop a metric based on the number of open service requests, which can serve as the basis for comparing the relative performance of different departments across different disasters and in different geographic locations within a given urban area. We then test the applicability and usefulness of the approach using service request data collected from New York City's 311 service center. |
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Address |
Virginia Tech |
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Corporate Author |
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Thesis |
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Publisher |
Iscram |
Place of Publication |
Albi, France |
Editor |
Tina Comes, F.B., Chihab Hanachi, Matthieu Lauras, Aurélie Montarnal, eds |
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Language |
English |
Summary Language |
English |
Original Title |
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Series Editor |
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Series Title |
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Abbreviated Series Title |
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Series Volume |
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Series Issue |
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Edition |
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ISSN |
2411-3387 |
ISBN |
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Medium |
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Track |
Analytical Modeling and Simulation |
Expedition |
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Conference |
14th International Conference on Information Systems for Crisis Response AndManagement |
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Notes |
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Approved |
no |
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Call Number |
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Serial |
2008 |
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Author |
Milad Baghersad; Christopher W. Zobel; Ravi Behara |
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Title |
Evaluation of Local Government Performance after Disasters |
Type |
Conference Article |
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Year |
2020 |
Publication |
ISCRAM 2020 Conference Proceedings – 17th International Conference on Information Systems for Crisis Response and Management |
Abbreviated Journal |
Iscram 2020 |
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Volume |
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Issue |
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Pages |
210-217 |
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Keywords |
311 Services, Disaster, Municipal Departments, Resilience. |
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Abstract |
Monitoring and evaluation can help organizations involved in disasters learn from their responses to prior events and improve their performance over time. Using a data set of non-emergency service requests in New York City (NYC), this paper provides a method to evaluate and compare the performance of local governments in terms of service request response times after different disaster events. In particular, the proposed method can be used to compare such performance across divisions or boroughs in a city. To illustrate this, we evaluate the performance in five of NYC's boroughs: the Bronx, Brooklyn, Manhattan, Queens, and Staten Island, across seven major natural disaster events from 2010 to 2012. Our analyses show that Queens and Brooklyn demonstrate better performance than the other boroughs in almost all of the seven events under consideration. |
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Address |
Florida Atlantic University; Virginia Tech; Florida Atlantic University |
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Corporate Author |
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Thesis |
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Publisher |
Virginia Tech |
Place of Publication |
Blacksburg, VA (USA) |
Editor |
Amanda Hughes; Fiona McNeill; Christopher W. Zobel |
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Language |
English |
Summary Language |
English |
Original Title |
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Series Editor |
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Series Title |
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Abbreviated Series Title |
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Series Volume |
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Series Issue |
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Edition |
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ISSN |
978-1-949373-27-20 |
ISBN |
2411-3406 |
Medium |
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Track |
Analytical Modeling and Simulation |
Expedition |
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Conference |
17th International Conference on Information Systems for Crisis Response and Management |
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Notes |
mbaghersad@fau.edu |
Approved |
no |
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Call Number |
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Serial |
2221 |
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