An interactive website that enables users to report non-emergency issues in their communities, such as broken street lights, needed crosswalks, potholes, graffiti, and trees that need trimming. The site notifies local officials and plots of issues to be discussed on Google maps. Community and local government responses are reported and tracked by users. Especially for Washington DC 311, an iPhone and Facebook combination application has been developed and enables users to report physical problems by taking photographs.

Type of content: Assets
Type of asset:
Use case
Big data potential
Policy domains: Urban Planning & Transport
Phase in the policy cycle:
Policy Implementation
Open license availability
Ease of use
Tags: Open Data Real time information
SWOT Analysis for
Helpful Harmful
Strengths• Connect neighbours, community groups, and local governments with free, public web and mobile tools to improve the quality of life in the places they live.
• Equip citizens with the tools they need to submit service requests and give governments the systems they need to organize, track, and manage them.
• Provides full mobile and desktop ecosystem for request submission, management, and tracking
• Customizable mobile apps and online tools to increase citizen engagement and improve constituent services
Weaknesses• Inclusion of people from different sociodemographic backgrounds: Access and use of these platforms, in particular, might be difficult for marginalized groups in society as it requires skills and aptitude that are often out of their reach
• The cost of the equipment to access the platforms (e.g. smartphones, tablets, or computers) is a potential factor promoting exclusion.
• Need to better understand the degree of sociodemographic inequality on platforms.
Opportunities• Recent advances in crowd-based production technologies and other associated methods have triggered numerous crowdsourcing initiatives for a wide range of government, civic, and commercially oriented causes.
• Web-based platforms that crowdsource civic participation for urban governance have become increasingly prominent in recent years
• Promoting civic engagement: citizens can track and discuss the performance of their governments in response to the overall state of their environments
• Public service improvement
• Promote accountability
• Democratizing bureaucratic processes
Threats• Substantial criticism for marginalizing certain groups of the population

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