Chapter TwoNetworked Citizenship

There you are, in line at the Department of Motor Vehicles. It's achingly slow, and the clerk in front of you clearly doesn't like people. What can you do besides commiserate with your fellow sufferers? Muttering, head-shaking, and eye-rolling may make you all feel a little less disgruntled, but they won't change anything about the way this government service is being (or not being) delivered.

Digital tools could write a new ending to this old and familiar story. They could, for example, give you a way to complain, while still in line, to the equivalent of a 311 center. Even better, they could afford you and your linemates the chance to publicly rate the service you're receiving, right after (or even during) ...

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