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dc.contributor.authorTeo, Kenneth Kang Shengen_US
dc.description.abstractCurrent literature on 311 systems focuses mostly on citizen participation, with little empirical research on the performances of the municipal governments. This study aims to empirically investigate the effect of different 311 reporting channels on Boston public agencies’ performances in case resolution. 335,639 cases were analysed from Boston’s open data. Descriptive statistics provided a characterisation of overdue cases. Analysis of variance (ANOVA) and Welch test were used to test for mean differences across channels in time difference between target benchmarks and actual time taken for case resolution. Findings revealed that agencies often met target benchmarks for cases reported via the mobile app, yet took the longest on average to resolve each case. Innovation needs to be met with effective application in order to leverage on technological advances to advance public service delivery. Future research can build on this study to further develop evidence-based public policy making in smart cities.en_US
dc.format.extent38 p.en_US
dc.publisherNanyang Technological Universityen_US
dc.rightsNanyang Technological Universityen_US
dc.subjectDRNTU::Social sciencesen_US
dc.titleMobile apps and coproduction: investigating the performance of municipal public service deliveryen_US
dc.typeFinal Year Project (FYP)en_US
dc.contributor.supervisorWang Jueen_US
dc.contributor.schoolSchool of Humanities and Social Sciences-
dc.description.degreeBachelor of Arts in Public Policy and Global Affairsen_US
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Appears in Collections:HSS Student Reports (FYP/IA/PA/PI)
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