Post on 11-Feb-2017
SeeClickFix West Coast WorkshopEmeryville, CA 05.19.2016
On May 19, 2016, over sixty city officials, government employees, and local residents met at the Emeryville Police Station to explore and discover new ways to increase public initiative and government efficiency towards improving communities across the Bay Area.
We gave them 30 minutes. This is what they came up with.
Citizen Communication
Challenges Opportunities
Improving iPad App
Identifying duplicate Issues
Address from GPS is incorrect
Including submissions from widget to web portal
Learn how to engage a community that is not tech savvy
Ex. when we have a question about their issue, ask on the post, and they don’t respond
Relationship with NextDoor
National Night Out
Pop-up for citizens to identify existing issue before they duplicate it
Goal: Increase SCF awareness and usage
Solutions: • Ability to respond to reporting party privately • Getting the word out via water bills, digital billboards,
newsletters, city utility vehicles (logos), etc. • “National Night Out” sponsorships, etc. • Self-reporting by city staff • Neighbor invites/postcards
Challenges Opportunities
Incentivizing Engagement
OpportunitiesNot all government workers on SCF
Trying to engage schools and churches
Communities are very proud of having safe, clean, family-friendly cities
Engaging kids and teens
City notices to all signed up on the app
Add “faces” to photos of staff teams
Goal: Get more users
Solutions: • Integrate older technology (email, phone,
text) • One-stop shop for info:
• Interactive map • Start/stop dates • Color coding
• Engage kids & teens • Parks & Recreation • Festivals• Farmer’s market • National Night Out • School visits • Police and Fire departments
• Rewarding active users • Super user status • Retweet challenge and free stuff
• Success tab to highlight wins • Citizen testimonials
Challenges Opportunities
Internal Communication
Would like a user (or users) to be able to have a quick link to report through the Call Taker Interface
Decrease mouse clicks
Drop need for laptop users on VPN to need additional portal
Have SCF photos add automatically to work orders and service requests
Nag reminders for staff so open issues don’t get lost
Being able to acknowledge and close an issue for each assigned person
Ex. sometimes we have an issue that involves several groups
Easier internal communication - like a chat box
Goal: To have more granularity with CRM to facilitate cross communication between users and departments
Solutions: • Internal contact info (name/title/dept) visible to
CRM users • Email of individual at the Request level • Escalation to supervisor if issue is ignored or not
acknowledged • Include box to add another user to an issue • Partially close issue (without closing the whole
thing)
Managing the Work
Goal: Improve operational efficiency
Challenges Opportunities
Notifications: Wish the notifications on page would disappear as I address/view them (like Facebook notifications)
Notification to citizen if a similar issue has already been reported and/or a little message that pops up and says “is this a duplicate issue” with YES or NO option
What if one person submits a third of all the issues? How to prioritize work
Create custom requests
Custom mapping geographies
Request types by geography
SLA - shoot an email to staff members when issue is coming due
Ability to scan written complaints into SCF
Put the “Change Status” button at the bottom where you add public comment
Allow citizens to close “acknowledged issues”
Ability to assign to neighboring city or overlapping entity
Interactive mapping for time efficiency
Alerts for proximity to active issues
Export reports to Excel spreadsheet
Solutions: • Confirm accuracy (remind users to verify info) • Efficiently assign (and keep in loop) • Complete and comment on work orders (in field
or in office) • Open -> Verify -> (attach info if needed) -> Acknowledge ->
Assign -> Close • Office staff interface (attaching photos, if necessary) • Field staff interface
• Attach photos (if necessary) • Check map for adjacent issues • Comment box
Challenges Opportunities
Measuring Success
Incorrect locations
Duplicate issues
Issues referred to others, but status remains ‘acknowledged’ or ‘open’ which skews numbers
Feedback loops
Annual report to neighbors
Provide way for residents to ‘high five’ or ‘thanks’ when work is completed (custom emojis)
Celebrate success/map then post photos of work
Goal: Better data quality and need more than OPEN - ACK - CLOSED
Solutions: • Double-check/verify location (SCF user) • Status ‘Problem not found’
• Measure how often it happens • Use GPS or photo as well • Quantify how often government has to change address from
SCF user • Recognize same issue nearby and prompt user “someone has
already reported —-“ • Recognize same issue nearby and allow government user (call
taker) to combine • Have another status to reflect “Referred”, which allows the ability
to qualify how often this happens
Key Takeaways
Citizen engagement at the grassroots level
Importance of Infrastructure
Collaborative community groups
Maximize data aggregation and analysis
Celebrate and measure success
Streamline communications both publicly and internally
Collaborate across city lines
Improved integrations=
Smoother operations
Tighter feedback loopsincrease engagement
and trust
Data validation
Customizable content for citizens and governments
SeeClickFix would especially like to thank
• City of Emeryville Police Department • City of Emeryville • City of Oakland • City of Vallejo • City of Alameda • City of Dixon • BART Transit • Dianne Martinez, Mayor of City of Emeryville • Mike Parenti, Information Systems Manager of City of
Emeryville • Officer Fred Dauer, Emeryville Police Department • Libby Schaaf, Mayor of City of Oakland • John McCabe, Program Manager for Oakland • Rob Arias, The E’Ville Eye (https://evilleeye.com/) • Jose Ruiz Martinez, Oakland Resident • Trader Vic’s • and the entire Bay Area community!
Thank you! We’ll see you in 2017!