GSA HR Issue Tracker - SugarCRM

OSCON 2010 - July 21, 2010

Open Government - San Francisco

Dave Geller

Business Analyst - Emerging TechnologiesDepartment of Technology City and County of San Francisco

Agenda

Origins

Open Source

Open Government

Future Innovation

Origins

311 - CRMPublic Launch March 29, 2007

Maturity Reached by May 2008311 service requests taken for 17 departments

Innovation in other areas began to be explored

Consultant retirement

Hired May 2008 coming from a Consulting firm working with bio-techs on ITIL and Salesforce.com CRM

Right when hired, 311 CRM reached maturity.

Did little on the CRM system

I was tasked with exploring Open Source SoftwareStood up maybe a dozen apps in the next 6 months and demo'd them to the team

Path forward for innovation

Open Source - Lab

6 servers64 bit dual-quad processors, 32GB RAM, 250GB

2 Windows, 4 Linux

Parallels VirtuozzoDensity and price

LAMP StackRHEL 5.2

Apache 2.2.3

MySQL 5.0.45

PHP 5.2.6

Repurposed some CRM equipment

MediaWiki

First Open Source application stood up.I stood it up with grand visions of each department making a page, HR putting up links to new employee docs

Developers use it for documentation -> Confluence for the permissions

Many departments like the idea, very few actually use a wikiCentralized wiki never picked up traction

SugarCRM

First Open Source Project outside of our groupRunning over 2 years

Pligg

Start of our open government but will get to thatTwo pliggs with a shared databaseSingle Sign On

Dataset submission

profile settings

Voting

Comments and Requests in the other Pligg

WordPress

6 week deploySupposed to be a proof of concept

Maybe wouldnt have gone with WordPress if I had to do it againLearning about Drupal and for the 3600 pages it seems like a better choice, but cant say that authoritatively yet

Wordpress 3.0 saw at wordcamp, looks like it may handle the job better

Open Source - Apps

These are some of the Open Source products that have experienced some traction.

Any questions on these? If there are others that you want me to be aware of, If we have time at the end or if you want to pimp it afterward, come see me.

Lessons Learned

Metrics

Hand-offs

MetricsROI

TCO Better Faster Cheaper

Time to Market

Hand-offSkill gap

SaaS support

Open Government

On Obama's first full day in office, he released the transparency and open government memo to the heads of the executive departments.

We began to explore innovating into this area too

DataSF

146 datasets

App Showcase

Nearly 40 apps

Open Source Software Policy

Newsom signed the Open Source software policy.No real teeth

Departments must consider open sourceMost consider not to really consider itNot many are true technologists in the city or don't have the confidence to own a system regardless of support

It is tough to get the open source support vendors to work with the city due to our city vendor rules

Needs to change if we will really get OSS a foothold in the city.

Computer store vendors tack on 20% for nothing and it is big money ~$20M

Open Government - Initiatives

Twitter to 311

Open311

Of course I add the picture with Vivek Kundra Federal CIO, Tim O'Reilly who puts out book you may have read and some conferences you may have attended with the city officials into the deck.

Twitter integration with Lagan

Open 311Multi-city

Integration with CRMs

Nothing says we trust us to be open with you data and shepherd a new collaborative atmosphere with the constituency like the Mayor and CIO standing there arms folded

Lessons Learned

Executive Sponsorship

Metrics

Hand-offs

Contracts

Executive sponsorship Mayor

Department

Manager

MetricsROI

Nearly impossible to quantify

Hand-offSkill gap

If tail wags the dog, find a handoff with teeth

ContractsIf an app is built and govt wants to ensure it is part of the service catalog, need to contract with the developer for ongoing support

Future Innovation

SFAppStoreStanding Cloud

One click installs

SugarCRM GSA HRFlex use of SugarCRM

CiviCRM SFPDFirst install of CiviCRM

EAS (fka MAD)Authoritative City addressingstay tuned

E-GovernmentEnterprise zone

Consulting with departments

SFAppStoreState of California

Boulder

New York Senate

First Commercialized Open Source (in DT)

Community outreach

Authoritative database of streets, addresses, and parcels

Looking at new ways to innovate in mature areas such as E-governmentEnterprise zone is fed program that gives rebates to biz in certain areas hiring inner-city or other at risk employees

Online forms to save city money and constituents time