Operational Intelligence analysis using open data to understand citizen service demand, resolution performance, overdue patterns, departments, districts, and year-over-year improvement.
Análisis de inteligencia operacional usando datos abiertos para entender demanda ciudadana, desempeño de resolución, atrasos, departamentos, distritos y mejora año contra año.
This analysis evaluates 88,078 City of Miami 311 service requests between 2022 and 2024. The goal is not only to count requests, but to understand how quickly the city responds, which departments handle the workload, where delays occur, and whether operational performance improved over time.
Este análisis evalúa 88,078 solicitudes 311 de la Ciudad de Miami entre 2022 y 2024. El objetivo no es solamente contar solicitudes, sino entender qué tan rápido responde la ciudad, qué departamentos concentran la carga, dónde aparecen los atrasos y si el desempeño operacional mejoró con el tiempo.
If 311 requests contain creation dates, close dates, priority, status, issue type, department owner, district, and overdue flags, then the dataset can be used to measure service demand, response efficiency, operational bottlenecks, and year-over-year improvement.
Si las solicitudes 311 contienen fechas de creación y cierre, prioridad, estado, tipo de problema, departamento responsable, distrito y bandera de atraso, entonces el dataset permite medir demanda de servicios, eficiencia de respuesta, cuellos de botella y mejora año contra año.
The date fields support resolution-time calculations, while ticket status and OverDueFlag allow segmentation between normal processing, open cases, duplicates, and late cases. Hours-based analysis was not necessary for this first phase; days-to-close provided a clearer executive metric.
Los campos de fecha permiten calcular tiempos de resolución, mientras que el estado del ticket y OverDueFlag permiten segmentar procesamiento normal, casos abiertos, duplicados y casos atrasados. Para esta primera fase no fue necesario analizar horas; los días hasta cierre dieron una métrica ejecutiva más clara.
| Case Owner | Tickets | % Total | Avg Days | Median Days |
|---|---|---|---|---|
| Solid Waste | 55,737 | 63.28% | 13.60 | 4 |
| Resilience & Public Works | 13,373 | 15.18% | 22.60 | 8 |
| Code Compliance | 10,674 | 12.12% | 6.50 | 5 |
| Zoning | 3,461 | 3.93% | 36.54 | 2 |
| Issue Description | Tickets | % Total |
|---|---|---|
| Garbage Container Damaged | 14,513 | 16.48% |
| Illegal Dumping / Litter | 5,993 | 6.80% |
| Recycling Cart Damaged | 5,537 | 6.29% |
| Garbage - Missed | 4,673 | 5.31% |
| Bulky Trash Special Pickup Request Tracker | 4,630 | 5.26% |
| Priority | Tickets | Avg Days | Median Days |
|---|---|---|---|
| Standard | 77,618 | 15.10 | 4 |
| Urgent | 5,308 | 5.82 | 3 |
| COMMSNR | 4,115 | 13.86 | 7 |
| Emergency | 1,031 | 8.27 | 2 |
| Year | Tickets | Avg Days To Close | Median Days To Close | Max Days |
|---|---|---|---|---|
| 2022 | 10,311 | 19.83 | 5 | 596 |
| 2023 | 46,481 | 17.71 | 5 | 496 |
| 2024 | 31,286 | 6.89 | 3 | 211 |
| Department | 2022 Avg | 2024 Avg | Change |
|---|---|---|---|
| Zoning | 63.53 | 12.66 | -80% |
| Solid Waste | 17.72 | 5.38 | -70% |
| Resilience & Public Works | 32.19 | 17.36 | -46% |
| Code Compliance | 6.62 | 4.51 | -32% |
| OverDueFlag | Tickets | % Total | Avg Days | Median |
|---|---|---|---|---|
| 0 - Not Overdue | 64,127 | 72.81% | 6.52 | 2 |
| 1 - Overdue | 23,951 | 27.19% | 38.73 | 17 |
| Year | Total Tickets | Overdue Tickets | Overdue Rate | Overdue Avg Days |
|---|---|---|---|---|
| 2022 | 10,311 | 3,036 | 29.4% | 40.99 |
| 2023 | 46,481 | 14,425 | 31.0% | 41.63 |
| 2024 | 31,286 | 6,490 | 20.7% | 24.31 |
| District | Tickets | % Total | Avg Days | Median |
|---|---|---|---|---|
| 5 | 22,991 | 26.10% | 13.43 | 4 |
| 4 | 22,954 | 26.06% | 14.73 | 5 |
| 3 | 14,792 | 16.79% | 15.78 | 4 |
| 1 | 14,020 | 15.92% | 12.89 | 4 |
| 2 | 13,050 | 14.82% | 15.52 | 4 |
Zoning Call Back Request had 3,461 tickets and an average close time of 36.54 days. District 5 alone accounted for 1,207 tickets, or 34.87% of all zoning callback requests.
Zoning Call Back Request tuvo 3,461 tickets y un tiempo promedio de cierre de 36.54 días. El Distrito 5 concentró 1,207 tickets, equivalente al 34.87% de todos los casos de zoning callback.
The most valuable insight is not simply that Miami received many 311 requests. The stronger finding is that service performance appears to have improved significantly in 2024. Average resolution time, median resolution time, overdue rate, and overdue resolution time all moved in a positive direction.
El hallazgo más valioso no es simplemente que Miami recibió muchas solicitudes 311. El hallazgo más fuerte es que el desempeño del servicio parece haber mejorado significativamente en 2024. El promedio de resolución, la mediana, la tasa de atrasos y el tiempo de resolución de los atrasados se movieron todos en dirección positiva.
Solid Waste dominates the volume and should be treated as the main operating lane of the 311 system. Zoning and Resilience & Public Works represent smaller volumes but longer average resolution times, making them important for operational monitoring. The overdue segment is especially important because it explains much of the long-tail behavior in the data.
Solid Waste domina el volumen y debe tratarse como la línea operacional principal del sistema 311. Zoning y Resilience & Public Works representan menos volumen, pero mayores tiempos promedio de resolución, por lo que son importantes para monitoreo operacional. El segmento de atrasados es especialmente importante porque explica buena parte de la cola larga en los datos.