Assistant Professor Sam Zuhlke’s article, “Potholes, 311 Reports, and a Theory of Heterogeneous Resident Demand for City Services” was recently published in Policy Studies Journal. 

Understanding residents' needs is crucial in public administration and 311 systems are increasingly being used by cities to gather information on emergent issues such as road quality and pest control. Through their research based on the City of Houston, TX, Zuhlke, with co-authors Scott J. Cook and Robin Saywitz, found evidence of reduced utilization of 311 system by lower-income residents and those in Black and Hispanic communities. This worsens inequities in service distribution despite the identification of greater needs for city services in these communities. Although the financial cost for cities to use 311 systems is lower than other methods, data suggests public officials need to carefully consider participation of all residents in using the system to ensure they do not inadvertently intensify inequities in public services.

Read more about breaking down need versus demand and equity in the full article.