Processes, Potential Benefits, and Limitations of Big Data Analytics: A Case Analysis of 311 Data from City of Miami

As part of the open government movement, an increasing number of 311 call centers have made their datasets available to the public. Studies have found that 311 request patterns are associated with personal attributes and living conditions. Most of these studies used New York City 311 data. In this study, we use 311 data from the City of Miami, a smaller local government, as a case study. This study contributes to digital government research and practices by making suggestions on best practices regarding the use of big data analytics on 311 data. In addition, we discuss limitations of 311 data and analytics results. Finally, we expect our results to inform decision making within the City of Miami government and other local governments.