Smart City ServicesPrasad Pulikal

Introduction

● Detect smart service

● Describe smart service

● Judge the purpose of the service

● Analyze the business model

● Give personal opinion

● Make a conclusion

Citizens Connect - Boston

City of Boston▪ Capital and largest city of the state of Massachusetts in the

United States▪ Estimated population of 636,000. ▪ Mayor Martin J. Walsh

Citizens Connect - Boston

Citizens Connect - Boston

Citizen Engagement Initiative The Strategy

1. OPEN: So that residents can understand what their government is doing. Transparency in the working of the City Government.

2. INFORMATIVE: So that residents can take advantage of services that are offered, providing timely, relevant information on appropriate channels.

3. EMPOWERING: So that residents can directly shape what their government does, providing residents with tools and opportunities to bend city resources to their needs.

Citizens Connect - Boston

What is it?▪ Part of the Boston City’s Citizen Engagement

Technology Initiative.▪ Citizens Connect is the City of Boston's award-

winning effort to empower residents to be the City's "eyes and ears”.

▪ Connecting residents to city services: 24 hours a day, 7 days a week.

▪ The service allows citizens to alert the City of Boston to neighborhood issues such as potholes, damaged signs, and graffiti.

▪ Enables real-time collaboration with citizens, mobile users to become the city’s eyes and ears

Citizens Connect - Boston

How does it work?Online

Phone - 60% - 250,000 calls

Mobile App - 20%

City Hall To Go

Twitter @CitizensConnect

In Person

Citizen’s Connect Mobile App•Works on Android and iPhones,

•Helps Citizen’s easily report service issues

•Issues can be tracked and status is regularly updated

Citizens Connect - Boston

• Report local problems (potholes, illegal trash dumping, faulty street lights, etc.)

• Suggest solutions for improving their city. • The submitted issues are displayed on a city's map, whereas

users may add photos votes & comments.• Users are informed about the resolution process• The report goes into Lagan CRM system - integrated

management system• The request is then put in a queue on an Android phone

carried by a city worker using an app called CityWorker.• CRM is connected to the Boston About Results (BAR)

performance metering system to review CIty Departments.

Citizens Connect - Boston

Key Features

Is it a Success? - 20 % of citizen requests come via mobile channel - 22% increase in citizen satisfaction with city services in the past two years.

Citizens Connect - Boston

Challenges

●Very easy to add fake issues from anywhere in the world

●Additional workforce (with IT knowledge) to implement, maintain the service.

Citizens Connect - Boston

Citizens Connect - Boston

Benefit to the Citizens Is it a valuable or required service? Profitability of the service Will it be successful in the

future?

● Simple and easy reporting.

● Real time, on location reporting

● Time● Real time tracking

● Adds value to the existing public grievance and redressal system.

● Valuable in terms of time and ease of reporting

● 20% of citizen requests come via the mobile channel

● Service saves a lot of money for the local city government.

● Reduces the number of workforce required to manage every single corner or street within the city.

● Depends on support from the City / Government Municipality

● Adoption of similar service by cities across the world.

● Currently in its 5th year of implementation.

● 2010 - 2011 - 11%● 2012 - 2013 - 20%

usage.

Overview

Awards, Recognition, Expansion• 2011 Government Computer News Awards for IT Achievement.

• Commonwealth Connect built upon the success of Boston's award-winning Citizens Connect app

• enables 140+ Massachusetts communities to provide a uniquely branded mobile app to their residents.

• The app can be used to report issues to the appropriate local municipality, even when the user doesn’t know which department or municipality should respond.

• “Citizen- Centered Governance:The Mayor's Office of New Urban Mechanics and the Evolution of CRM in Boston”Case Study By Susan Crawford and Dana Walters.Citizens Connect - Boston

Help your town build such a service Improve

My CityAn Open Source application developed by the project of CIP program is scaling worldwide!

Using “Improve My City” Application local government agencies enable citizens and local actors to take action to improve their city.

The application is distributed for free, under AGPL v3 open source license. Anyone who wishes can download it from the GitHub website:https://github.com/icos-urenio/Improve-my-city

Citizens Connect - Boston

THANKS!