A Visualization Tool and Assessment Framework for Civic Technology Use in the DMV Area: The Case of 311 Systems During the COVID-19 Outbreak
The 311 systems that city officials currently deploy can efficiently detect non-emergency civic issues such as potholes and trash. From a socio-technical perspective, residents can re-appropriate the technology for their own purpose adding new capacities and affordances not initially intended. For example, when Hurricane Irma hit Miami in 2017, residents used 311 systems to report disaster-related issues, which led city officials to adapt the system by creating a new category.