Coproduction of Government Services and the New Information Technology: Investigating the Distributional Biases

• 成果类型: Article
• 署名作者: Clark, Benjamin Y.; Brudney, Jeffrey L.; Jang, Sung-Gheel
• 署名单位: University System of Ohio; Cleveland State University; University of North Carolina; University of North Carolina Wilmington; State University of New York (SUNY) System; Stony Brook University
• 刊物名称: PUBLIC ADMINISTRATION REVIEW
• ISSN/ISSBN: 0033-3352
• DOI: 10.1111/puar.12092
• 发表日期: 2013
• 页码: 687-701
• 关键词: public-services; citizen participation; UNITED-STATES; co-producers; grass-roots; internet; engagement; delivery; TRANSFORMATION; Clients

摘要

This article investigates how communications advances affect citizens' ability to participate in coproduction of government services. The authors analyze service requests made to the City of Boston during a one-year period from 2010 to 2011 and, using geospatial analysis and negative binomial regression, investigate possible disparities by race, education, and income in making service requests. The findings reveal little concern that 311 systems (nonemergency call centers) may benefit one racial group over another; however, there is some indication that Hispanics may use these systems less as requests move from call centers to the Internet and smartphones. Consistent with prior research, the findings show that poorer neighborhoods are less likely to take advantage of 311 service, with the notable exception of smartphone utilization. The implications for citizen participation in coproduction and bridging the digital divide are discussed.