Abstract
311 call service allows community residents to provide feedback to their municipal governments in North America on non-emergent matters. Though it has not long been since it is adopted in cities, the service has been significantly and dynamically evolved in its capacity, mode of operation and its impact on city operations and residents. We developed an online analysis platform and conducted various analyses and comparisons across cities. We present the commonalities and disparities of cities in the residents' reports and discuss changes its access modes and privacy issues. The developed tool would enhance and maximize the municipal operations. We plan to extend the platform through feedbacks from municipal governments.