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AGCCP Open311 Intro

AGCCP Open311 Intro

An introduction to the Open311 standard presented at the Association of Government Contact Center Professional's annual conference.

Philip Ashlock

May 18, 2012
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  1. Philip Ashlock | Open311.org | AGCCP May 2012
    Open311
    Intro to

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  2. An open communication standard for
    public services & local government
    Open311

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  3. Open311 is not a product
    nor is it a specific piece of soware

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  4. Open311 is a specification
    When people say “Open311” they’re talking
    about the wrien specification - or instances
    where tools implement the specification.
    The wrien specification for the Open311 GeoReport v2 API is
    hp://wiki.open311.org/GeoReport_v2

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  5. 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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  6. 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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  7. 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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  8. What is open 311 data like?

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  9. 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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  10. Some Recent History

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  11. • 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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  12. API
    PC / Web
    SaaS
    Cloud Integration
    CRM
    SMS
    Tablet
    Mobile
    Web
    Smart Phone
    Voice
    IVR

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  13. • 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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  14. Boston NYC Portland Pisburgh
    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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  15. Distributed innovation
    API
    API
    API

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  16. Interoperability
    Consistency
    Ubiquity
    Efficiency
    Shareability
    Benefits of an open standard

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  17. How Open311 was born

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  18. DevCamp
    New York City October 24, 2009

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  19. Open311
    GeoReport v2
    Established March 2011

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  20. 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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  21. Barnet
    Southampton
    Cebu
    Helsinki
    See Map of
    North America
    Open311 Worldwide
    Dominican
    Republic
    Darwin

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  22. ~ 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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  23. Innovation from the
    Open311 Community

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  24. wiki.open311.org/Open_Source
    Open311
    Open Source

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  25. Open311 Dashboard

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  26. Open311 on Joget

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  27. Open311 on Mark a Spot

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  28. Open311 on FixMyStreet

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  29. Open311 Server from Miami-Dade County

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  30. Open311 on uReport CRM from Bloomington

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  31. Call center relevance?

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  32. Text
    Telephone & SMS Accessibility from a web API?

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  33. Looking Ahead

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  34. GeoReport: Service Requests
    Inquiry: FAQ Knowledgebase
    Open311 Specifications


    ✓ Ideation: Answers/suggestions

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  35. Open311
    www.open311.org
    Philip Ashlock [email protected]
    www.OpenPlans.org
    civiccommons.org

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  36. 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

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