Do 311 Systems Shape Citizen Satisfaction with Local Government?
32 Pages Posted: 5 Sep 2014
Date Written: September 1, 2014
This paper analyzes the possible existence of a relationship between San Francisco residents' use of the 311 center and their satisfaction with local government services. Earlier works have shown that people who participate in government are generally more satisfied with their government.
The results of our analysis suggest a more nuanced relationship between coproduction of government services and citizen’s satisfaction with their government. From a broad perspective we find that the more frequently one engages in coproduction (that is the use of 311 phone or web/mobile) the more satisfied they are with their government. However, when we investigate the specific types of problems people see in their city (street and sidewalk maintenance, for example), more frequent coproducers are less satisfied with their government. This would suggest that these more frequent coproducers are seeing the results of their perceived complaints, and thus are more satisfied with overall government operations (even if some problems do exist).
Keywords: coproduction, 311 systems, smartphone technology, public sector innovation, CRM, San Francisco
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