311 is supposed to help fix things that are broken, but what if it’s making things worse? Its data is used as a gauge of how well the city is delivering services, even though most people can’t be bothered to report problems. Opinion by GraphicMatt
One way to interpret that is to suggest city services haven’t really changed over the last decade. No improvement, and no decline. If more stuff was broken, more people would call.
There’s also strong evidence from other cities that an overreliance on 311 data results in a skewed perspective because there tends to be a typical demographic profile of those who make frequent complaints — generally older and whiter than the city’s population on average.has collected some data on this
The point about neighbourhood change is especially interesting: gentrifying neighbourhoods tend to be the source of more 311 contacts than stable neighbourhoods, as conflicts between established and new residents drive a lot of calls. But they’re not reflective of what the city’s residents really need.
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