This was my presentation at the American Society for Public Administration's 2017 annual conference in Atlanta, GA.

1. Are 311 Systems Leading to Equitable
Distribution of City Services?
Georgette E. Dumont
Assistant Professor, University of North Florida
Presented at:
American Society for Public Administration
2017 Annual Conference
Atlanta, GA

2. Overview
• Technology will transform government
• Provision of information
• Transparency
• Websites
• Push technology
• Citizen requests
• Engagement
• Customer Relationship Management systems (CRMs)
• Pull technology
• Dependent on TRUST

3. Overview, cont.
• Trust is needed for successful e-government services
• Are all areas being served equitably to build trust?
• Less affluent neighborhood, less CRM use (Cavallo,
et al., 2014; Baird, Zelin, and Booker, 2012)
• Less affluent neighborhoods, more CRM use
(Dumont, 2017)
• What factors are related to CRM use?

4. Jacksonville, FL
• Spacial differentiation
• 763 Square miles
• 1,134 people/sq mile
• Density range: ~52 ppl/sq mi - 4,100 ppl/sq mi
• Population range: ~6,000 - 62,000
• Demographic differentiation

8. 35 Zip codes

9. Median Household income

10. 14 Council Districts
&
5 At-large

12. 630-CITY
• Jacksonville’s 311 system
• IT Division has received national awards

13. Descriptives: Data sets
• Data for FY 2014 (n=117,665) & 2015 (n=146,748)
• Department: Public Works
• Divisions:
• Mowing and Landscaping
• ROW & Stormwater Maintenance
• Solid Waste

14. Descriptives: Variables
Source 2014 2015
Citizen 114,497 97% 143,984 98%
Code
Enforcement
1,799 2% 1,297 1%
Division 62 0% 232 0%
Field Inspector 81 0% 20 0%
JEA 68 0% 60 0%
JSO 158 0% 216 0%
Street &
Highways
817 1% 739 1%

15. Descriptives: Variables
Notification 2014 2015
Email 267 0% 138 0%
Internet 4,985 4% 6,297 4%
Letter 12 0% 44 0%
Phone 112,151 95% 139,941 95%
Visit 109 0% 120 0%
Other 141 0% 208 0%

16. Other Descriptives
• Council district
• Completion rate
• Completion time
• Service request
• Neighborhood age
• By census tract:
• Median Household income
• Race
• Population density

17. On a different perspective!
• State-wide polling data
• What percentage of residents use e-gov services?
• When they do, what are they looking for?

18. Polling data
• Fall 2016
• Registered voters in Florida
• Findings:
E-gov No Yes
Florida
73% 27%
Jacksonville 54% 46%

19. Findings, cont.
Purpose Florida Jacksonville
Information 16% 12%
Service 10% 6%
Officials 24% 21%
Permits 17% 15%
Payments 33% 46%

20. Next steps…
• Geo code all cases
• Run data
• Go deeper into polling data

21. Thank you