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Abstract
Recent natural disasters, such as Hurricanes Katrina (2005), Sandy (2012), and Harvey (2017), force disaster resilience necessity in a different level. Critical infrastructures are interdependent and rely on each other. Any disruption in one service can cause another unwanted system inoperability. So that, integrated resilience approach at any level of critical infrastructures is necessary for speedy recovery after a disaster. It is important to evaluate any vital information about the reaction of any disrupted systems may help improve the overall system resilience. Communication systems are part of the critical infrastructures and 311 helplines is part of communication systems. Urban residents dial 311 to report the public issues such as water leakage, sewer, wastewater, traffic signal maintenance and street hazards. Usually, citizens call emergency line as an aftermath of a disaster event. However, some certain municipality-related issues can be taken care of by calling 311. Thus, it is believed that future prediction of 311 calls by different municipal departments will help to recover fast especially after a disaster which affects the effective deployment of resources of municipalities.
Keywords
311-calls, resilience, disaster recovery.
1.Research Background
Disaster resilience approach has been increasingly used for risk assessment and social improvements [1]. Internationally there has been a lot of effort to build a foundation for seeking natural disaster reduction which began in 1990 with the International Decade for Natural Disaster Reduction (IDNDR) [2]. One of the major branches responsible for recovering the cities and counties from any situation which happens due to a natural event nowadays is the 311 non-emergency service which is spread widely in the United States of America, Canada and some countries in Europe. When the first time a 311-call center was established in Baltimore, Maryland in 1996 it was meant to divert all the non-emergency calls from 911 [3]. 311 non-emergency service is supported in more than 70 cities in the United States and 18 cities in Canada. This number allows the locals to reach out municipal services provided by the city services. Nowadays, the largest 311 operations are in New York City which started in 2003. In 2001, 311 nonemergency service was implemented in Houston, Texas to be highly responsive to the residents in any non-emergency concern by simply calling 311. When residents...