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Governing in the Smartphone Era
Harvard Magazine: In 2011, after nine years and a $2-billion investment, New York City’s revamped 911 system still had a major problem: trouble in tracking emergency responses, especially when multiple calls came in about the same incident, or one call involved multiple incidents. This made it nearly impossible for officials to tease out why some city residents waited longer for aid—a matter, potentially, of life and death.
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