the service also helps city leaders detect patterns that might otherwise have escaped notice. After the first survey of 311 complaints ranked excessive noise as the number one source of irritation among residents, the Bloomberg administration instituted a series of noise-abatement programs, going after the offenders whom callers complained about most often (that means you, Mister Softee). Similarly, clusters of public-drinking complaints in certain neighborhoods have led to crackdowns on illegal social clubs. Some of the discoveries have been subtle but brilliant. For example, officials now know that the first warm day of spring will bring a surge in use of the city’s chlorofluorocarbon recycling programs. The connection is logical once you think about it: The hot weather inspires people to upgrade their air conditioners, and they don’t want to just leave the old, Freon-filled units out on the street.

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