Do 311 Systems Shape Citizen Satisfaction with Local Government?

32 Pages Posted: 5 Sep 2014

See all articles by Benjamin Y. Clark

Benjamin Y. Clark

University of Oregon - School of Planning, Public Policy & Management

Maria Shurik (Rokakis)

Cleveland State University - Maxine Goodman Levin College of Urban Affairs

Date Written: September 1, 2014

Abstract

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

Suggested Citation

Clark, Benjamin Y. and Rokakis, Maria, Do 311 Systems Shape Citizen Satisfaction with Local Government? (September 1, 2014). Available at SSRN: https://ssrn.com/abstract=2491034 or http://dx.doi.org/10.2139/ssrn.2491034

Benjamin Y. Clark (Contact Author)

University of Oregon - School of Planning, Public Policy & Management ( email )

Eugene, OR 97403
United States

HOME PAGE: http://bit.ly/BenClark

Maria Rokakis

Cleveland State University - Maxine Goodman Levin College of Urban Affairs ( email )

1717 Euclid Avenue
Cleveland, OH 44115
United States

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