New York’s 311 hotline, a non-emergency number for city services and information, has revolutionised the way the city operates. Launched in 2003, it has transformed into a data goldmine, enabling city officials to identify patterns and trends, and make informed decisions. The system handles over 50,000 calls a day, with noise complaints being the most common.
311 data has been used to improve city services in various ways. It has helped identify illegal conversions of homes into hazardous dwellings, led to the discovery of restaurants causing salmonella outbreaks, and even predicted infestations of rats. The data is also shared with the public, fostering transparency and civic engagement.
The success of the 311 system has inspired other cities worldwide, including Rio de Janeiro and Baltimore. Critics, however, argue that it tends to favour wealthier areas where residents are more likely to report problems. Despite this, the 311 hotline has undeniably changed New York City for the better, turning it into a model of data-driven governance.
Go to source article: http://www.wired.com/magazine/2010/11/ff_311_new_york/all/1