公民投诉作为社会指标的个案研究

E. Krendel
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引用次数: 14

摘要

目的是说明系统工程的方法和技术对某些城市问题的适用性。系统工程可以成为组织设计和运作的有效工具,以完成诸如警察调度、废物处理、河流净化、消防站定位等城市活动。将系统工程应用于城市生活质量的相对未开发的领域在这里得到了解决。城市生活的质量是一个难以捉摸但直觉上令人满意的概念,在某种程度上,城市可以识别并朝着实现其公民目标的方向发展,这在操作上是有用的。社会指标衡量实现这些目标的程度。为了使这些指标能够用于在线输入,以确定城市子系统的变化,它们必须迅速和敏感地对公民对目标与实际成就之间差距的不断变化的看法作出反应。在较长时间间隔、较大的物理区域或人口群体中汇总的指标往往是缓慢的和历史性的。它显示了来自公民的主动投诉和评论如何有助于确定这些在业务上有用的社会指标。提出了一个强调自适应城市子系统的概念框架,并用数据说明了该方法的可行性。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
A Case Study of Citizen Complaints as Social Indicators
The purpose is to illustrate the applicability of the approach and the techniques of systems engineering to certain urban problems. Systems engineering can be an effective tool in the design and operation of organizations to accomplish such urban activities as police scheduling, waste disposal, river purification, fire house location, etc. The relatively unploughed ground of applying systems engineering to the quality of urban life is addressed here. The quality of urban life, an elusive but intuitively satisfying concept, is operationally useful to the extent that a city can identify and move toward achieving the goals of its citizenry. Social indicators measure the extent to which these goals have been achieved. For such indicators to be usable on line inputs for determining changes in urban subsystems, they must respond rapidly and sensitively to the citizenry's changing perception of the gap between goals and actual achievements. Indicators aggregated over long intervals of time, large physical areas, or population groups tend to be sluggish and historical. It is shown how unsolicited complaints and comments from the citizenry may help to define such operationally useful social indicators. A conceptual framework emphasizing adaptive urban subsystems is presented, and data are used to illustrate the feasibility of the approach.
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