Understanding Online Civic Engagement: A Multi-Neighborhood Study of SeeClickFix

The relationship between local governments and the general public is being redefined by the increasing use of online platforms that enable participatory reporting of non-emergency urban issues, such as potholes and illegal graffiti by concerned citizens to their local authorities. In this work, we study, for the first time, participatory reporting data together with neighborhood-level demographics, socioeconomic indicators, and pedestrian friendliness and transit and bike scores, across multiple neighborhoods in the Capital District of the New York State. Our data-driven approach offers a large-scale, low-cost alternative to traditional survey methods, and provides insights on citizen participation and satisfaction, and public value creation on such platforms. Our findings can be used to guide government service departments to work more closely with each neighborhood to improve the offline and online communication channels through which citizens can report urban issues.