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Philip Ashlock | Open311.org | AGCCP May 2012
Open311
Intro to
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An open communication standard for
public services & local government
Open311
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Open311 is not a product
nor is it a specific piece of soware
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Open311 is a specification
When people say “Open311” they’re talking
about the wrien specification - or instances
where tools implement the specification.
The wrien specification for the Open311 GeoReport v2 API is
hp://wiki.open311.org/GeoReport_v2
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Open311 is a protocol
This particular kind of protocol is a web API
(Application Programming Interface)
Specifically, the Open311 GeoReport v2 API is a
web-based API that allows different applications
to view and create 311 service requests.
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Open311 is a standard
Just as with other standardized technologies
like the web or email, Open311 is a technical
standard that many different products and
services can implement.
If they comply with the standard, the tools are
interoperable and can be used interchangeably.
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Open?
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1. Open311 encourages 311 data to be open to
the public.
2. Open311 is an open standard so anyone is
free to use it without licenses, permission,
fees, etc
“Open” is used to mean 2 things:
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What is open 311 data like?
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Illustration: Pitch Interactive
Appeared in “What a Hundred Million Calls to 311 Reveal About New York” by Steven Johnson in Wired Magazine
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Some Recent History
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• Governments can’t easily manage or control all these
different apps and communication channels.
• People don’t always have clear expectations set for
whether government can respond or act.
• Many apps aren’t actually connected to the official
government CRMs.
• Most apps aren’t compatible with one another and
everyone has a different app.
Problems with proliferation
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API
PC / Web
SaaS
Cloud Integration
CRM
SMS
Tablet
Mobile
Web
Smart Phone
Voice
IVR
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• Governments can control which apps connect and how
they are used.
• Governments can provide automated responses and show
SLA’s where appropriate.
• Many different apps and communication channels can
simultaneously connect to the official CRM.
• With many apps and services working interoperably using
the same API, people and government have more choice.
Benefits of a web API
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Boston NYC Portland Pisburgh
Reinventing the Wheel
Cities have tried to standardized around the 311 phone number, but
things aren’t so simple as we move beyond the traditional telephone.
Should everyone have a custom app? Or just different branding?
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Distributed innovation
API
API
API
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Interoperability
Consistency
Ubiquity
Efficiency
Shareability
Benefits of an open standard
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How Open311 was born
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DevCamp
New York City October 24, 2009
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Open311
GeoReport v2
Established March 2011
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Edmonton
Vancouver
Portland
San Francisco New York City
Washington D.C.
Toronto
Chicago
Boston
Baltimore
Miami
Philadelphia
Seattle
Bloomington
New Orleans
Tuscon
New Haven
Grand Rapids
See http://wiki.open311.org/GeoReport_v2/Servers
St Louis
Houston
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Barnet
Southampton
Cebu
Helsinki
See Map of
North America
Open311 Worldwide
Dominican
Republic
Darwin
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~ 35 city endpoints
~ 10 vendor supported products
~ 5 open source servers
~ 5 open source clients
~ 5 client libraries
For details see:
http://wiki.open311.org/GeoReport_v2/Servers
http://wiki.open311.org/GeoReport_v2/Support
http://wiki.open311.org/GeoReport_v2/Resources
Open311 GeoReport v2 Stats
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Innovation from the
Open311 Community
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wiki.open311.org/Open_Source
Open311
Open Source
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Open311 Dashboard
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Open311 on Joget
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Open311 on Mark a Spot
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Open311 on FixMyStreet
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Open311 Server from Miami-Dade County
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Open311 on uReport CRM from Bloomington
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Call center relevance?
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Text
Telephone & SMS Accessibility from a web API?
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Looking Ahead
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GeoReport: Service Requests
Inquiry: FAQ Knowledgebase
Open311 Specifications
✓
✓
✓ Ideation: Answers/suggestions
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Thanks!
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Open311
www.open311.org
Philip Ashlock [email protected]
www.OpenPlans.org
civiccommons.org
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Appendix
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Technical Appendix - Open311 GeoReport v2 Workflow
GeoWebDNS or LoST
(Proposed, not yet implemented)
Open311 Client App
Open311 API
1. Check for available APIs
2. Return services/de nitions
CRM
Adhoc Service
4. Return request ID to track status
2. Returns API version & endpoint
1. Get service types
3. Submit report
One Open311 CRM can also
redirect requests to another.
Routing can be done
internally and externally
City or Jurisdiction
Open311 API
CRM
SR Agency
SR Agency
Open311 Client App
Other apps can see
and track too
Apps can interact with
multiple endpoints
Apps can interact with
multiple endpoints
5. Get status of ID
B. Service Discovery
C. Open311 GeoReport v2 API
A. Location to API Endpoint
6. Return current status
Service Discovery
- wait a little while -
CRM
SR Agency
CRM
SR Agency
Some jurisdictions may have a single uni ed CRM whereas
others may just have a public CRM-like interface that
aggregates from individual agency CRM’s
SR Agency
- possible caching for these steps -
City or Jurisdiction
If no URI found, warn user and allow for manual API
setting or fallback to adhoc service. Appropriate
disclaimers should be set
The app tries to determine which
API endpoint to use for the
current location. If found, URI is
returned
Open311 API