The Digital Divide

Today’s discussion revolved around the ways in which digital processes have become central to engaging in the world, including with infrastructure systems that the Osman Lab studies. Our case study was the 311 service request, which in its current form, requires digital literary skills to use. Marginalized communities facing barriers to digital access are hence often excluded from reporting and receiving aid for infrastructure maintenance.

In our discussion, we explored ways to improve 311 service requests by suggesting local service centers and greater reliance on mobile or internet platforms. We talked about the potential of AI models and tools like chatbots to assist in labeling, prioritizing requests, and overcoming miscommunication. Recognizing the generational divide, we discussed tailoring solutions to improve accessibility and ensuring stable access to devices. We also considered diverting non-emergency calls from 911 to 311 to streamline emergency services. The role of large data and smarter AI systems was highlighted as a way to address these challenges effectively.