MOBILE GOVERNMENT WHAT IS IT?
CHALLENGES OF 21ST CENTURY GOVERNMENT
Engage Citizens
Provide a more open forum for government
Open Data
Provide increased services with diminished resources
“Modernize Government with Advanced Technologies”
TODAY’S MOBILE WORLD…
64 % of American adults own a smartphone of some kind up from 35% in 2011
42 % of American adults own a tablet computer
32 % own an e-reader
67 % of cell owners check their phone for messages even when the phone is not alerting them
(Pew Internet Research 2014)
SO WHAT….
10% of Americans have no other broadband access other then their smartphone
15% have very limited options besides their smartphone
Rates are much higher in lower income individuals
62 % lookup health conditions
57 % online banking
44 % information about places to live
18 % apply for a job
40 % of smartphone owners use them to access government services or
information!!!
OPTIONS FOR MAKING YOUR GOVERNMENT MOBILE READY
Fully responsive web design
Purpose built native apps
“WE NEED AN APP”
What do you want to accomplish?
Why do you think it needs to be an app?
Is this for Internal use (staff)? External use? Both?
Are there internal systems that it must interact with?
Is it providing information that is housed elsewhere
How will it be maintained?
What platforms do you want to be accessible via the app?
FACTORS FOR APP VS MOBILE RESPONSIVE DESIGN
Does the app require functions of the device to provide you with the information you need to accomplish your task? Camera
GPS location
Device data
File uploads
Lifecycle development concerns
Platform accesability
CONTACT INFORMATION
Justin Heyman Director of Information Technology Township of Franklin President NJ GMIS [email protected] [email protected]
FINDING THE RIGHT CITIZEN MOBILE APP
WHAT ARE THE PROS
Citizen engagement Transparency Open Communication Saves times Provides Management with real-time statistics Ability to include photos with service requests Reduces calls to 911 Improved response times Knowledge base for commonly asked questions Auto escalation process for requests not answered
WHAT ARE THE CONS
Negative Comments
Open data for everyone to see
OPRA
WHERE DO YOU START?
Select a project lead!
Develop a subcommittee This subcommittee should establish a plan for the app
What do you want on the app
Get input from elected officials, administration and managers
Communicate with other town’s to see what they have on their app
Ask questions, what is working and what is not working
Ask what they like about the software and what are the disadvantages about the software. These users, have been using the software, so they know the challenges they have faced with implantation and daily operation.
Ask about the vendors support of the product.
Always ask what they would do differently.
Schedule a visit with the town, so see how the app works in person!
Develop a needs assessment for your town. Do you need to generate work orders directly from the software?
Mapping and Boundaries
Do you supply a GIS Shape file, or does the app use a open map source?
Do you want to accept payments directly from the app?
Integration with other software used within your town
Code Enforcement
Work orders
Dog licensing
Subcommittee should select potential vendors based on research
Schedule demo’s with selected vendors Based on the needs assessment ask the vendors questions to ensure their app can meet your needs.
What mapping source do they use?
What platforms does their app work on?
How often is the app updated?
Does their software generate work orders?
Can citizens report things anonymously?
Is the platform public facing or private?
Is the back end cloud based software?
What is the average software down time for maintenance?
What is the average implementation time frame?
Does the vendor assign a dedicated project manager to our town?
What is the setup cost?
What is the yearly ongoing support and maintenance costs?
Make vendor selection
Project lead should work with vendors project manager on initial software setup.
Start gathering information from all departments on commonly asked questions so you can build your knowledge base.
HOW WILL YOUR TOWN DEPLOY THE PROGRAM? Departmental Call Center
Each department would monitor the software for issues, and respond to them.
Have a central call center, who can oversee the software.
HOW TO BE SUCCESSFUL
First and Foremost must have council and administration support.
Develop a marketing plan and strategy Consider selecting a marketing firm to assist with;
App name
Catch phrase
Logo
Printed material
Radio adds
Press releases
Ask how the town’s you visited marketed their program.
Get your employees on board – this is also key
Get the word out to local business and residents
Have your software vendor assist with marketing materials
CONTACT INFORMATION
Robert McQueen Chief Information Officer Princeton Vice President NJ GMIS [email protected] 609-988-2037
ACCESS PRINCETON Promoting Citizen Engagement with Technology, Social
Media, & Customer Service Christina Rothman-Iliff, Manager
SEECLICKFIX AND ACCESS PRINCETON
Why did we choose SeeClickFix? Why a new Department?
Uses the towns shapefile, no open boundaries Offered a public view of comments and open
forum Offered a mobile app Offered a work order option Easy work flow Live updates Keyword searchable knowledge base Accessibility-widgets
Consolidation was confusing for citizens No one knew who to call for information
on Municipal Services Offered oversight of SeeClickFix Promotes Government transparency Offers Superior customer service-One call
for an answer or correct transfer Cut down on non-emergency, non-police
related calls to the Police and 9-1-1
What is Access Princeton?
A centralized non emergency contact center
INITIAL CHALLENGES…INTERNAL
CHANGE!!!
Don’t have time
Extra step
Will take away my job
Something else NEW to learn
Negative public comments
We already have a system that works
INITIAL CHALLENGES….EXTERNAL
CHANGE!!! Something else NEW to learn Negative public comments Getting the word out to all demographics in town
HOW DID WE GET THIS STARTED? INTERNALLY……
Met with each department Asked what routine questions they receive from citizens and what are the answers for the Knowledge
Base Discussed what issues each department receives complaints about and takes action on Asked for specific issue related questions that will make their jobs easier Explained how the system worked and what role Access Princeton plays Set up all categories/issues in SeeClickFix Set up all users and their roles (Super User or not) Set up hands on training for all users in all departments Went over all aspects of SeeClickFix Addressed all questions, concerns, or fears of SeeClickFix or Access Princeton
HOW DID WE GET THIS STARTED? EXTERNALLY……
Hired a marketing firm to help chose a name & logo for the new Department Worked with them to target various audiences in town to get the word out Attended Community Night Out to introduce the Access Princeton to the
community (before the Big Launch) Organized a “Big Launch” of Access Princeton Ran ads online and in local papers Sent out business cards and magnets with town mailings Left magnets and business cards with each municipal dept.
SO EXACTLY WHAT IS ACCESS PRINCETON?
A source of information
Walk in center for information, Notary and passport services
Administrator for SeeClickFix (constantly monitored and changed when needed)
Keeping the mobile app up to date
Available during times of Emergency
Provide Administration, Mayor and Council, and Departments with stats monthly and Quarterly
Moderator of the town’s social media accounts
HOW ARE WE USING SOCIAL MEDIA?
Facebook & Twitter Using to push information out to the public
Drive people to the towns website for more information
Share information from Departments in town such as Police and Recreation
Promote Access Princeton for citizens to use when there are Municipal questions
Respond to inquiries on social media
Offer health and safety tips, promote town events, Municipal updates, agendas, interact with businesses and citizens of town
Showcase Princeton employees for jobs well done
HOW ARE WE USING SOCIAL MEDIA CONTINUED
Periscope Great way to interact with citizens
Used to offer safety and preparedness tips
Saves to post on YouTube channel for future viewing
VERY engaging!!
HOW ARE WE USING SOCIAL MEDIA CONTINUED
SeeClickFix Public Forum/Blog
Citizens/Staff can enter issues and see status changes as they are addressed
Comments can be made on these issues by both staff and the public
Staff is encouraged to be as specific as possible when addressing an issue
Citizens have been very receptive to this idea and offered lots of thanks!
HAVE THESE SOCIAL MEDIA PLATFORMS CHANGED THE RELATIONSHIP CITIZENS HAVE WITH GOVERNMENT? YES!! Questions answered promptly
Encourages engagement and interaction with citizens
Bridged a gap in communications with Municipal Departments
Municipal information going out in a more timely manner
Reporting issues has become easier
Reporting issues and getting results
Residents feel like they are being heard and action is being taken
Ability for residents to watch progress of reported issues
Platforms make communications more interactive (Periscope)
GOING MOBILE
Access Princeton Mobile App
Takes reporting to the streets
Adds photos and videos to reports
Customizable buttons link to phone numbers & websites
Live updates
Knowledge base access
Road closing updates
MOBILE APP
Reporting an issue Chose a location What is the issue?
Depending on the issue there will be questions to
answer
MORE MOBILE APP FEATURES……
Once entered it can be viewed on a list or in the map along with other reported issues.
These issues can be sorted for viewing
The buttons are also linked to Webpages for more information
SO HOW HAS THE PAST YEAR BEEN? Over 550 issues reported through
SeeClickFix.com/Princeton_nj
Over 240 reported using the iPhone mobile app
Over 160 reported using the widgets
Over 65 using the mobile web and android app
Over 6700 questions or issues have been reported in SeeClickFix
Average over 600 phone calls a month
Average over 18 Notary a month
0
100
200
300
400
500
600
1
580
244 164
38 31
Total Issues by Source Sept 2014-Oct 2015
Web iphone Widget Android Mobile Web
EMERGENCY SUPPORT
Part of EOC(Emergency Operations Center)
Staffed during Emergencies (Local and State declared)
Part of pre-planning
Available phone line during down times with Municipal phones
Generator back up for office. We never go down!
Using social media for updates and preparedness
ON GOING CHALLENGES….
Internal External Keeping on top of Departments to take care
of open issues Making sure comments are appropriate and
thorough Getting more departments to use SeeClickFix
when they receive calls directly Using SeeClickFix reports more for
accountability Always evolving. Issues get added, deleted,
changed. Whatever is needed to make it easier to report and get resolved.
Still trying to get the word out for more web and mobile usage
Citizens complain issues are closed when they aren’t actually resolved (snow removal violations, sidewalk maintenance)
Out of jurisdiction issues (State/County/Utility Co)
LESSONS LEARNED
More Governing body and Administration participation
Take time to implement the system
Train everyone on using it and make it mandatory
Have road crews use the mobile app or mobile web to close out issues as they are resolved
Consistency among departments on how issues are handled
GOALS OF ACCESS PRINCETON
To become the only call citizens make for Municipal information Increase transparency Promote more citizen engagement Increase the mobile app usage through advertising and town ambassadors Increase staff usage of SeeClickFix to promote overall usage Move towards streamlining communications in town
QUESTIONS?
Christina Rothman-Iliff, Manager Access Princeton 1 Monument Drive Princeton, NJ 08540 609-924-4141 [email protected]
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