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Author (up) Christopher W. Zobel; Milad Baghersad; Yang Zhang pdf 
  Title Calling 311: evaluating the performance of municipal services after disasters Type Conference Article
  Year 2017 Publication Proceedings of the 14th International Conference on Information Systems for Crisis Response And Management Abbreviated Journal ISCRAM 2017  
  Volume Issue Pages 164-172  
  Keywords Resilience; Municipal Departments; 311 Service Center; Disaster; Critical Infrastructure  
  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.  
  Address Virginia Tech  
  Corporate Author Thesis  
  Publisher Place of Publication Albi, France Editor Tina Comes, Frédérick Bénaben, Chihab Hanachi, Matthieu Lauras, Aurélie Montarnal, eds  
  Language English Summary Language English Original Title  
  Series Editor Series Title Abbreviated Series Title  
  Series Volume Series Issue Edition  
  ISSN 2411-3387 ISBN Medium  
  Track Analytical Modeling and Simulation Expedition Conference 14th International Conference on Information Systems for Crisis Response And Management  
  Notes Approved no  
  Call Number Serial 1454  
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