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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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  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
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  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?

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  13. 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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  15. Some Recent History

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  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

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  38. DevCamp New York City October 24, 2009

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  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
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  46. Innovation from the Open311 Community

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

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  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

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  59. Call center relevance?

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

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  62. Looking Ahead

  63. GeoReport: Service Requests Inquiry: FAQ Knowledgebase Open311 Specifications ✓ ✓

    ✓ Ideation: Answers/suggestions
  64. Thanks!

  65. Open311 www.open311.org Philip Ashlock [email protected] 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