{"id":"https://openalex.org/W2809495761","doi":"https://doi.org/10.1145/3209811.3209872","title":"Improving Government Response to Citizen Requests Online","display_name":"Improving Government Response to Citizen Requests Online","publication_year":2018,"publication_date":"2018-06-20","ids":{"openalex":"https://openalex.org/W2809495761","doi":"https://doi.org/10.1145/3209811.3209872","mag":"2809495761"},"language":"en","primary_location":{"id":"doi:10.1145/3209811.3209872","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3209811.3209872","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 1st ACM SIGCAS Conference on Computing and Sustainable Societies","raw_type":"proceedings-article"},"type":"article","indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5084050844","display_name":"Garren Gaut","orcid":"https://orcid.org/0000-0001-5661-6478"},"institutions":[{"id":"https://openalex.org/I204250578","display_name":"University of California, Irvine","ror":"https://ror.org/04gyf1771","country_code":"US","type":"education","lineage":["https://openalex.org/I204250578"]}],"countries":["US"],"is_corresponding":true,"raw_author_name":"Garren Gaut","raw_affiliation_strings":["University of California Irvine, CA"],"affiliations":[{"raw_affiliation_string":"University of California Irvine, CA","institution_ids":["https://openalex.org/I204250578"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5058658213","display_name":"Andrea Navarrete","orcid":"https://orcid.org/0000-0001-6469-0416"},"institutions":[{"id":"https://openalex.org/I40347166","display_name":"University of Chicago","ror":"https://ror.org/024mw5h28","country_code":"US","type":"education","lineage":["https://openalex.org/I40347166"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Andrea Navarrete","raw_affiliation_strings":["University of Chicago, IL"],"affiliations":[{"raw_affiliation_string":"University of Chicago, IL","institution_ids":["https://openalex.org/I40347166"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5083369712","display_name":"Laila Wahedi","orcid":null},"institutions":[{"id":"https://openalex.org/I184565670","display_name":"Georgetown University","ror":"https://ror.org/05vzafd60","country_code":"US","type":"education","lineage":["https://openalex.org/I184565670"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Laila Wahedi","raw_affiliation_strings":["Georgetown University, DC"],"affiliations":[{"raw_affiliation_string":"Georgetown University, DC","institution_ids":["https://openalex.org/I184565670"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5057701947","display_name":"Paul van der Boor","orcid":"https://orcid.org/0000-0002-2617-9913"},"institutions":[{"id":"https://openalex.org/I40347166","display_name":"University of Chicago","ror":"https://ror.org/024mw5h28","country_code":"US","type":"education","lineage":["https://openalex.org/I40347166"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Paul van der Boor","raw_affiliation_strings":["University of Chicago, IL"],"affiliations":[{"raw_affiliation_string":"University of Chicago, IL","institution_ids":["https://openalex.org/I40347166"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5090436820","display_name":"Adolfo De Un\u00e1nue","orcid":"https://orcid.org/0000-0003-3499-0965"},"institutions":[{"id":"https://openalex.org/I187481652","display_name":"Instituto Tecnol\u00f3gico Aut\u00f3nomo de M\u00e9xico","ror":"https://ror.org/029md1766","country_code":"MX","type":"education","lineage":["https://openalex.org/I187481652"]}],"countries":["MX"],"is_corresponding":false,"raw_author_name":"Adolfo De Un\u00e1nue","raw_affiliation_strings":["ITAM, Mexico"],"affiliations":[{"raw_affiliation_string":"ITAM, Mexico","institution_ids":["https://openalex.org/I187481652"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5063115608","display_name":"Jorge Infante D\u00edaz","orcid":"https://orcid.org/0000-0002-7477-5103"},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Jorge D\u00edaz","raw_affiliation_strings":["National Digital Strategy, Mexico"],"affiliations":[{"raw_affiliation_string":"National Digital Strategy, Mexico","institution_ids":[]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5071619409","display_name":"Eduardo Clark","orcid":null},"institutions":[],"countries":[],"is_corresponding":false,"raw_author_name":"Eduardo Clark","raw_affiliation_strings":["National Digital Strategy, Mexico"],"affiliations":[{"raw_affiliation_string":"National Digital Strategy, Mexico","institution_ids":[]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5081839926","display_name":"Rayid Ghani","orcid":"https://orcid.org/0000-0003-0235-1843"},"institutions":[{"id":"https://openalex.org/I40347166","display_name":"University of Chicago","ror":"https://ror.org/024mw5h28","country_code":"US","type":"education","lineage":["https://openalex.org/I40347166"]}],"countries":["US"],"is_corresponding":false,"raw_author_name":"Rayid Ghani","raw_affiliation_strings":["University of Chicago, IL"],"affiliations":[{"raw_affiliation_string":"University of Chicago, IL","institution_ids":["https://openalex.org/I40347166"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":8,"corresponding_author_ids":["https://openalex.org/A5084050844"],"corresponding_institution_ids":["https://openalex.org/I204250578"],"apc_list":null,"apc_paid":null,"fwci":0.1629,"has_fulltext":false,"cited_by_count":3,"citation_normalized_percentile":{"value":0.57393749,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":89,"max":95},"biblio":{"volume":null,"issue":null,"first_page":"1","last_page":"10"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T11550","display_name":"Text and Document Classification Technologies","score":0.9955000281333923,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},"topics":[{"id":"https://openalex.org/T11550","display_name":"Text and Document Classification Technologies","score":0.9955000281333923,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T11644","display_name":"Spam and Phishing Detection","score":0.9866999983787537,"subfield":{"id":"https://openalex.org/subfields/1710","display_name":"Information Systems"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}},{"id":"https://openalex.org/T11598","display_name":"Internet Traffic Analysis and Secure E-voting","score":0.9848999977111816,"subfield":{"id":"https://openalex.org/subfields/1702","display_name":"Artificial Intelligence"},"field":{"id":"https://openalex.org/fields/17","display_name":"Computer Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/government","display_name":"Government (linguistics)","score":0.7642028331756592},{"id":"https://openalex.org/keywords/agency","display_name":"Agency (philosophy)","score":0.6578181982040405},{"id":"https://openalex.org/keywords/order","display_name":"Order (exchange)","score":0.6390953063964844},{"id":"https://openalex.org/keywords/process","display_name":"Process (computing)","score":0.6190392971038818},{"id":"https://openalex.org/keywords/computer-science","display_name":"Computer science","score":0.5759942531585693},{"id":"https://openalex.org/keywords/constitution","display_name":"Constitution","score":0.43768054246902466},{"id":"https://openalex.org/keywords/internet-privacy","display_name":"Internet privacy","score":0.39069128036499023},{"id":"https://openalex.org/keywords/business","display_name":"Business","score":0.3684993386268616},{"id":"https://openalex.org/keywords/computer-security","display_name":"Computer security","score":0.342864990234375},{"id":"https://openalex.org/keywords/political-science","display_name":"Political science","score":0.110028475522995},{"id":"https://openalex.org/keywords/law","display_name":"Law","score":0.0982634425163269},{"id":"https://openalex.org/keywords/finance","display_name":"Finance","score":0.06841444969177246},{"id":"https://openalex.org/keywords/operating-system","display_name":"Operating system","score":0.06425455212593079}],"concepts":[{"id":"https://openalex.org/C2778137410","wikidata":"https://www.wikidata.org/wiki/Q2732820","display_name":"Government (linguistics)","level":2,"score":0.7642028331756592},{"id":"https://openalex.org/C108170787","wikidata":"https://www.wikidata.org/wiki/Q3951828","display_name":"Agency (philosophy)","level":2,"score":0.6578181982040405},{"id":"https://openalex.org/C182306322","wikidata":"https://www.wikidata.org/wiki/Q1779371","display_name":"Order (exchange)","level":2,"score":0.6390953063964844},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.6190392971038818},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.5759942531585693},{"id":"https://openalex.org/C2776154427","wikidata":"https://www.wikidata.org/wiki/Q7755","display_name":"Constitution","level":2,"score":0.43768054246902466},{"id":"https://openalex.org/C108827166","wikidata":"https://www.wikidata.org/wiki/Q175975","display_name":"Internet privacy","level":1,"score":0.39069128036499023},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.3684993386268616},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.342864990234375},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.110028475522995},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0982634425163269},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.06841444969177246},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.06425455212593079},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C111472728","wikidata":"https://www.wikidata.org/wiki/Q9471","display_name":"Epistemology","level":1,"score":0.0},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1145/3209811.3209872","is_oa":false,"landing_page_url":"https://doi.org/10.1145/3209811.3209872","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Proceedings of the 1st ACM SIGCAS Conference on Computing and Sustainable Societies","raw_type":"proceedings-article"}],"best_oa_location":null,"sustainable_development_goals":[{"display_name":"Peace, Justice and strong institutions","score":0.8199999928474426,"id":"https://metadata.un.org/sdg/16"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":12,"referenced_works":["https://openalex.org/W168564468","https://openalex.org/W1574901103","https://openalex.org/W1999954155","https://openalex.org/W2118020653","https://openalex.org/W2146241755","https://openalex.org/W2147152072","https://openalex.org/W2153579005","https://openalex.org/W2604272474","https://openalex.org/W2950133940","https://openalex.org/W2997591727","https://openalex.org/W4213009331","https://openalex.org/W6681698864"],"related_works":["https://openalex.org/W2911138239","https://openalex.org/W2358623960","https://openalex.org/W4247775003","https://openalex.org/W1969186390","https://openalex.org/W2089559296","https://openalex.org/W2352184502","https://openalex.org/W2360483874","https://openalex.org/W2389080261","https://openalex.org/W2606956326","https://openalex.org/W2570577332"],"abstract_inverted_index":{"The":[0,55],"Mexican":[1,56],"constitution":[2],"guarantees":[3],"its":[4,53],"citizens":[5],"the":[6,13,47,66,69,72,75,89,106,130],"right":[7],"to":[8,12,19,23,46,84,102,117,123,128,132,134],"submit":[9],"individual":[10],"requests":[11,25,45,79,99,125,136],"government.":[14],"Public":[15],"officials":[16],"are":[17],"obligated":[18],"read":[20],"and":[21,43],"respond":[22,133],"citizen":[24,135],"in":[26,95,110,126],"a":[27,60,119],"timely":[28],"manner.":[29],"Each":[30],"request":[31],"goes":[32],"through":[33],"three":[34],"processing":[35,112],"steps":[36],"during":[37],"which":[38],"human":[39],"employees":[40],"read,":[41],"analyze,":[42],"route":[44],"appropriate":[48],"federal":[49],"agency":[50],"depending":[51],"on":[52],"content.":[54],"government":[57,131],"recently":[58],"created":[59],"centralized":[61],"online":[62,73],"submission":[63],"system.":[64],"In":[65],"year":[67],"following":[68],"release":[70],"of":[71,77,97],"system,":[74],"number":[76],"submitted":[78],"doubled.":[80],"With":[81],"limited":[82],"resources":[83],"manually":[85],"process":[86,124],"each":[87],"request,":[88],"Sistema":[90],"Atenci\u00f3n":[91],"Ciudadana":[92],"(SAC)":[93],"office":[94],"charge":[96],"handling":[98],"has":[100],"struggled":[101],"keep":[103],"up":[104],"with":[105],"increasing":[107],"volume,":[108],"resulting":[109],"longer":[111],"time.":[113],"Our":[114],"goal":[115],"is":[116],"build":[118],"machine":[120],"learning":[121],"system":[122],"order":[127],"allow":[129],"more":[137],"efficiently.":[138]},"counts_by_year":[{"year":2025,"cited_by_count":1},{"year":2023,"cited_by_count":1},{"year":2019,"cited_by_count":1}],"updated_date":"2025-11-06T03:46:38.306776","created_date":"2025-10-10T00:00:00"}