Developing a Business Case for a Civic Engagement Platform

SeeClickFix presentation with the City of Ann Arbor at the 2014 Cityworks User Conference

Transcript

1. ANN ARBOR, MI DEVELOPING A BUSINESS CASE FOR A CIVIC COMMUNICATION PLATFORM!
2. Dave Wilburn! City of Ann Arbor! Sr. Applications Specialist! dwilburn@a2gov.org! ! JEFF MOONEY! SeeClickFix ! Government Partnerships! jeffm@seeclickfix.com!
4. BRIEF MOBILE PRIMER!
5. 235 million Americans use mobile devices ! 114 million Americans use smartphones - Comscore! ! 165 million active Android and Apple iOS devices in the U.S.! Used by 78% of the adult population (age 15-64). - Flurry! ! 2/3 of of handsets sold in Q2 2012 were smartphones! market is now 55% penetrated - Nielsen! ! Business Insider Reference ! Most Americans Use Smartphones!
6. Smartphone usage passes Feature Phones!
7. Smartphones Reach Maturity ; Total Market Saturation!
8. MOBILE M E A N S ACCESS & CONTEXT!
9. All Council Districts are increasingly using non-phone options to Report A Problem 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 1 2 3 4 5 6 7 2011 Phone/Email Website City  of  Oakland  –  analysis  5-­‐16-­‐14.  All  Categories.   SeeClickFix  number  shown  is  based  on  number  from  automated  interface;  SeeClickFix  requests  from  prior  to  1/17/12  were  entered  manually  into  Cityworks.   Includes  canceled  service  requests  (which  are  usually  duplicates  of  exisLng  issues).   0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 1 2 3 4 5 6 7 2013 Phone/Email Website SeeClickFix 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 1 2 3 4 5 6 7 2012 Phone/Email Website SeeClickFix
10. So…!
11. How did Ann Arbor make its business case to expand citizen engagement? !
12. Which department initiated the business case?! ! What internal audiences were involved in the decision process?! ! What were the key sections in the business case?! -  Problems & Opportunities! -  4 Options! -  Critical success factors! What surprised you in the “getting internal commitment” process?! ! Does the city have an active open data initiative?! ! Was this project part of a larger, city wide customer-focused strategy?! ! Summary of topics discuss:!
13. Does Ann Arbor have performance measures for each department? Who took the lead on establishing these?! ! Will your staff in the field be using these mobile tools?! ! Will you be adding our Facebook app to your Facebook page?! ! Do you have any plans for proactively engaging elected officials, neighborhood groups, students, etc.?! ! What are your plans for reporting on the impact of the program?! ! What suggestions do you have for other cities interested in starting their own business case?!
14. MOBILE APP!
15. MOBILE REPORTING!
16. WEBSITE WIDGET!
17. SEECLICKFIX HOSTED CRM!
18. Oakland, CA! 1. Citizen Engagement 2. Self Serve Information 3. Open Data!
19. All Council Districts are increasingly using non-phone options to Report A Problem 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 1 2 3 4 5 6 7 2011 Phone/Email Website City  of  Oakland  –  analysis  5-­‐16-­‐14.  All  Categories.   SeeClickFix  number  shown  is  based  on  number  from  automated  interface;  SeeClickFix  requests  from  prior  to  1/17/12  were  entered  manually  into  Cityworks.   Includes  canceled  service  requests  (which  are  usually  duplicates  of  exisLng  issues).   0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 1 2 3 4 5 6 7 2013 Phone/Email Website SeeClickFix 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100% 1 2 3 4 5 6 7 2012 Phone/Email Website SeeClickFix
22. ANN ARBOR, MI DEVELOPING A BUSINESS CASE FOR A CIVIC COMMUNICATION PLATFORM!