publication . Doctoral thesis . 2015

The Diffusion and Evolution of 311 Citizen Service Centers in American Cities from 1996 to 2012  - A Study to Identify the Catalysts for the Adoption of Citizen Engagement Technology

O'Byrne, John Christopher;
Open Access
  • Published: 26 May 2015
  • Publisher: Virginia Tech
  • Country: United States
This study of the diffusion and evolution of the 311 innovation in the form of citizen service centers and as a technology cluster has been designed to help identify the catalysts for the spread of government-to-citizen (G2C) technology in local government in order to better position future G2C technology for a more rapid rate of adoption. The 311 non-emergency number was first established in 1996 and had spread to 80 local governments across the United States by 2012. This dissertation examines: what factors contributed to the adoption of 311 in American local governments over 100,000 in population; how did the innovation diffuse and evolve over time; and why d...
free text keywords: E-government, E-democracy, Information and Communication Technologies, Civic Engagement, Diffusion of Innovation, 311, Open 311, Citizen Service Center, Call Center, Government-to-Citizen Communication, Social Media, Crowdsourcing
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Doctoral thesis . 2015
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