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Author Christopher W. Zobel; Milad Baghersad; Yang Zhang
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 Iscram Place of Publication Albi, France Editor Tina Comes, F.B., 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 AndManagement
Notes Approved no
Call Number Serial 2008
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