311 Handheld App DiscussionParks, Roads, Water SMEs and

Communicators

March 27, 2013

311 handheld application

• 311 will be launching a handheld app for iPhone and Android Smartphone devices for citizens to directly submit one of 10 selected Service Requests to business units for action

• These Service Requests have been approved by Directors from Parks, Water and Roads

• These Service Requests will allow a citizen to report up to 17 different issues to the City

• The citizen can attach a photo to the service request• In addition the X and Y as well as latitude and longitude

coordinates of the location are passed into the service request when submitted

What is on the app?Roads Related Services Potholes

Concrete Barrier Repair Sinkholes

Cracks or Uneven Surfaces on Road Street Cleaning

Drainage Issue on Road Streetlights One Out Major Road

Dusty Gravel Road Streetlights One Out Residential Road

Excavation or Utility Cut Streetlights Many Out Major Road

Manhole Too High or Low Streetlights Many Out Residential Road

Service Requests on app

Water Parks 311

Fire Hydrant Issue Parks – Pathway Concern Report Concern not Listed

Manhole Damage or Discharge

Programs supported• This project aligns with eGovernment strategies and current

council direction on enabling access to city services through a multi channel environment

• This project also supports Cut Red Tape/Transforming Government

• The Handheld Project reports to the 311 Guiding Coalition created from Alderman Demong’s Notice of Motion 2012-29

• It includes Mac Logan, Ryan Jestin, Dan Limacher, Anne Charlton, Stuart Dalgleish, Tracy Bertsch, Dave Griffiths and Jacob George

• The Mayor’s Office and Alderman Demong are also invited guests

Strategic alignment

Corporate Strategies a) Deliver quality public service to Calgarians b) Support council and improve administrative

accountabilityc) Triple Bottom Line – (SR5) Create capacity and

resilience to address growing demands and a changing environment through innovative and efficient approaches.

Strategic alignment

Departmental Strategies a) CP 3.3 Make applicable City services, including

permitting, approvals and licensing, available online.

b) CP 7.2 Implement service delivery efficiencies through the application of business process improvements and alternative service delivery mechanisms.

Strategic alignment Business Unit Strategies a) Provide and promote convenient access to civic information and services with a

focus on self service. • S2.1.2 Co-ordinate the corporate Customer Service Request (CSR) program.• S2.1.3 Provide a comprehensive and robust web presence.• S2.1.4 Identify and implement opportunities for online citizen services. b) S3.1 Provide services that underpin civic service delivery for City departments.

• S3.1.2 Broker external service providers on behalf of business unit clients.• S3.1.4 Maintain and seek solutions for best practices in service delivery.• S3.1.5 Acquire, upgrade and replace information technology infrastructure to meet

client demand and corporate requirements with reduced additional resources.

Work to date• A business case to develop an app for online

submission by citizens was started in August 2011 and submitted to eGovernment for review in September

• It was approved and a Project Manager was assigned in February 2012

• Vendor selection was completed by February 2012• The project had a dependency to upgrade to CSR

4.2.1 which was completed in March 2012

Work to date

• Procurement of Server infrastructure and technical work started on April 12 2012 jointly with City of Calgary and vendor resources

• Directors were engaged and a final decision on Services to deploy for go live was made February 14th

• Baseline testing is now underway with Roads completing Testing of the integration point

When is go live

• The Mayor will be launching the app under Transforming Government and eGovernment on May 7th

• Mac Logan, GM of Transportation as well as Brad Stevens GM of Corporate Services and Jacob George, Director of Customer Service & Communications will be there for the launch

DEMO

FAQs - SMEs

• Will this change the way I do work?• Do I have to work these SRs on the App?• How do I see Photos?• Will this create more work?• How does this Impact CSR Migration from

Roads Hansen?• Changes to Configuration – Who Does it?• What about Flex note Alerts?

FAQs - Communicators

• What about Twitter - How is this managed? • What are the Marketing Plans? • Who does the communication?• What about email confirmation messages?

Open Questions/Discussion