Always a great read, Urban Omnibus discusses the issue of city and citizen responsiveness.
"311 provides an online point of entry, but its primary form of engagement is a phone call between a citizen with a question and an operator able to point her towards the proper resource or department. But once this connection is made, the caller is deposited right back into the big-city bureaucracy. Similar things are true of FixMyStreet, which collects issues on its users' behalf and then forwards the aggregated complaints to the relevant department of government.
How might we close the loop? How could we arrange things so that the originator, other members of the public, the city bureaucracy itself and other interested parties are all notified that an issue has been identified and is being dealt with? How might we identify the specific individuals or teams tasked with responding to the issue, allow people to track the status of issues they're reported, and ensure that observed best practices and lessons learned are gathered in a resolution database?..."
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