AGCCP Open311 Intro

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

Transcript

1. Philip Ashlock | Open311.org | AGCCP May 2012 Open311 Intro to
3. An open communication standard for public services & local government Open311
4. Open311 is not a product nor is it a specific piece of soware
5. 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
7. 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.
8. 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.
9. Open?
10. 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:
11. What is open 311 data like?
13. Illustration: Pitch Interactive Appeared in “What a Hundred Million Calls to 311 Reveal About New York” by Steven Johnson in Wired Magazine
15. Some Recent History
29. • 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
30. API PC / Web SaaS Cloud Integration CRM SMS Tablet Mobile Web Smart Phone Voice IVR
31. • 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
32. 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?
33. Distributed innovation API API API
34. Interoperability Consistency Ubiquity Efficiency Shareability Benefits of an open standard
35. How Open311 was born
38. DevCamp New York City October 24, 2009
41. Open311 GeoReport v2 Established March 2011
42. 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
43. Barnet Southampton Cebu Helsinki See Map of North America Open311 Worldwide Dominican Republic Darwin
44. ~ 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
46. Innovation from the Open311 Community
48. wiki.open311.org/Open_Source Open311 Open Source
51. Open311 Dashboard
52. Open311 on Joget
53. Open311 on Mark a Spot
54. Open311 on FixMyStreet
55. Open311 Server from Miami-Dade County
56. Open311 on uReport CRM from Bloomington
59. Call center relevance?
60. Text Telephone & SMS Accessibility from a web API?
62. Looking Ahead
63. GeoReport: Service Requests Inquiry: FAQ Knowledgebase Open311 Specifications ✓ ✓ ✓ Ideation: Answers/suggestions
64. Thanks!
65. Open311 www.open311.org Philip Ashlock phil@openplans.org www.OpenPlans.org civiccommons.org
66. Appendix
67. 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