Fix my street or else: using the internet to voice local public service concerns
Fix my street or else: using the internet to voice local public service concerns
复制标题
修复我的街道，否则：利用互联网表达当地公共服务问题
DOI：
10.1145/1328057.1328076
复制
发表时间：
2007
影响因子：
3.1
通讯作者：
P. Brown
中科院分区：
文献类型：
--
作者：
S. King;P. Brown
近年来，英国地方政府在信息和通信技术方面投入了大量资金，以改善公共服务的提供。大多数地方政府现在都设有联络中心和网站，与公民交流信息和交易。但中央政府的愿望要远得多--服务“转型”--以及对公民和社区积极参与服务设计和提供的期望。与这一新的政治议程并行的是，技术发展使用户能够创建自己的在线论坛，并生成自己的内容。这些论坛通常涉及公共服务领域，如医疗保健、犯罪和教育。本文介绍了在英国的第一个公民驱动的地方公共服务改善系统之一的评估：FixMyStreet.com（FMS）。该系统使公民能够报告、查看或讨论当地问题，例如涂鸦、乱扔垃圾、破碎的铺路板或街道照明，并跟踪有关地方政府的解决方案。该系统于2007年2月启用。FMS在头六个月吸引了3000多个问题报告和更新，并受到这里接受调查的公民的好评。但许多问题报告给该网站仍然是“未修复”的状态“未知”。当地政府官员表达了一些担忧：该网站复制了他们自己的网站;他们无法直接报告修复情况以确保信息是最新的;他们也无法管理用户对服务性能的期望。该网站没有“虚拟社区感”（SOVC）[1]，个人在没有同胞支持的情况下孤立地发帖，以放大他们的声音或帮助解决问题。本文最后结合SOVC的概念，确定为鼓励在线社区的增长因素，并成功的伦敦社区网站，大脑的例子，建议FMS和公共服务论坛的未来发展。
UK local governments have invested heavily in ICT in recent years to improve public service delivery. Most local governments now operate contact centres and websites to exchange information and transactions with citizens. But the aspirations of central government go much further - to service "transformation" - and the expectation that citizens and communities will be actively engaged in service design and delivery. In parallel with this new political agenda, technological developments are enabling users to create their own online fora, and to generate their own content. These fora often address public service areas, such as healthcare, crime and education. This paper presents an evaluation of one of the first citizen-driven systems for local public service improvement in the UK: FixMyStreet.com (FMS). The system enables citizens to report, view or discuss local problems such as graffiti, fly tipping, broken paving slabs or street lighting, and to track their resolution by the local government concerned. The system went live in February 2007. FMS has attracted over 3000 problem reports and updates in its first six months, and is viewed very favourably by the citizens surveyed here. But many problems reported to the site remain "unfixed" with status "unknown". Local government officers voice a number of concerns: the site duplicates their own websites; they cannot report fixes directly to ensure the information is up-to-date; nor can they manage user expectations regarding service performance. And the site has no "sense of virtual community" (SOVC) [1], with individuals posting in isolation without the support of fellow citizens to amplify their voices or to contribute to problem resolution. The paper concludes by combining the concept of SOVC, factors identified as encouraging growth in online communities, and the example of a successful London community website, BRAIN, to suggest possible future developments for FMS and for public service fora in general.