(via NYC Digital - Digital Road Map - The Road Map)
DIGITAL TECHNOLOGY HAS THE POTENTIAL to transform the experience of engaging with government by providing an accessible, citizen-centric customer service layer that helps to humanize and customize municipal functions around the individual. Digital engagement can act as a translation layer between public concerns and the agency processes that resolve them. And by leveraging widely used social media platforms, New York City government services can become seamlessly integrated into the lives of New Yorkers. As a result, government engages with members of the public on their terms and their most comfortable, native digital environment.
The City will improve digital tools including nyc.gov and 311 online to streamline service and enable citizen-centric, collaborative government. It will expand social media engagement, implement new internal coordination measures, and continue to solicit community input in the following ways:
- Relaunch nyc.gov to make the City’s website more usable, accessible, and intuitive
- Expand 311 Online through smartphone apps, Twitter and live chat
- Implement a custom bit.ly url redirection service on nyc.gov to encourage sharing and transparency
- Launch official Facebook presence to engage New Yorkers and customize experience
- Launch @nycgov, a central Twitter account and one-stop shop of crucial news and services
- Launch a New York City Tumblr vertical, featuring content and commentary on City stories
- Launch a Foursquare badge that encourages use of New York City’s free public places
- Integrate crowdsourcing tools for emergency situations
- Introduce digital Citizen Toolkits for engaging with New York City government online
- Introduce SMART, a team of the City’s social media leaders
- Host New York City’s first hackathon: Reinventing nyc.gov
- Launch an ongoing listening sessions across the five boroughs to encourage input
(via NYC Digital - Digital Road Map - Digital Input)
THE MOST FREQUENT REQUESTS FROM the public were for public Wi-Fi, realtime public transportation information, updates to nyc.gov, 311 mobile applications, and centralized social media.
- Public Wi-Fi and Broader Internet Access
- Real-time Public Information
- 311 Apps
- Streamlined Social Media
Wireless Internet access in public spaces and underground subway Internet stations was one of the leading requests from citizens. Residents shared widely ranging suggestions and reasons, excerpted below:
Bowker and Leigh-Star even define the tendency to “becomes visible upon breakdown” as one of the eight characteristic of technologies that are socially constructed to be ‘infrastructure.’ See Geoffrey Bowler and Susan Leigh Star (2000), Sorting Things Out: Classification and its Consequences, Cambridge, Ma.: MIT Press.
See also the author’s recent edited book, which seeks to do exactly that: Graham, Stephen (Ed.), Disrupted Cities: When Infrastructures Fail, New York: Routledge.
When we first set up WiFi around our building, a lot of young people came and sat outside to use it, even when the office was closed, which told us we were providing a needed service.