Customer agility and responsiveness through big data analytics for public value creation: A case study of Houston 311 on-demand services

A theoretical framework for big data analytics-enabled customer agility and responsiveness was developed from extant IS research. In on-demand service environments, customer agility involves dynamic capabilities in sensing and responding to citizens. Using this framework, a case study examined a large city government's 311 on-demand services which had leveraged big data analytics. While we found the localized big data analytics use by some of the 22 departments for enhanced customer agility and on-demand 311 services, city-wide systemic change in on-demand service delivery through big data analytics use was not evident. From the case study we identified key institutional mechanisms for linking customer agility to public value creation through 311 services. We posit how systemic use of big data analytics embedded into critical processes enables the government to co-create public values with citizens through 311 on-demand services, indicating the importance of creating a culture of analytics driven by strong political leadership.