Crank up the Volume: Deploying Cityworks and SeeClickFix to Boost Social Engagement

David Wilburn from the City of Ann Arbor discussed the critical success factors of implementing a citizen request management solution during the 2015 Cityworks User Conference.

Transcript

1. Crank  up  the  volume:  Deploying   Cityworks  and  SeeClickFix  to   Boost  Social  Engagement David  Wilburn,  City  of  Ann  Arbor   Tucker  Severson,  SeeClickFix   The  A2  Fix  It  Project  
2. Agenda •  What  is  Ann  Arbor   •  Review  of  the  business  case     •  Why  did  we  do  this   •  What  problems  do  we  hope  to  resolve   •  What  would  make  the  project  successful   •  Why  SeeClickFix   •  Project  Planning   •  Results   •  How  was  the  project  accepted   •  Was  the  project  a  success?   •  Review   •  Concerns  revisited   •  Keys  to  Success  
3. Who/What  is  Ann  Arbor
4. Ann  Arbor  is  located  in  SE  Michigan
5. Ann  Arbor •  27  mi2   •  120,000  Residents   •  AcLve  and  vocal   •  46,000  Households   •  University  of  Michigan   •  43,700  Students   •  Consistently  ranked  as  a  top  10   best  place   •  750  Employees  
7. Review  of  the  Business  Case
8. Issues • Replace  an  aging  CiLzen  Request  System   •  Unstable   •  No  mobile  capabiliLes   •  No  image  capture  capabiliLes   •  No  noLficaLon  capabiliLes   • Only  available  using  a  computer   • LiZle  ability  to  communicate  with  customers  on  acLve  issues      
9. Benefits   • Reduce  staff  Lme  for  processing  and  responding  to  customer   requests   • Increase  noLficaLons  from  and  to  customers  on  acLve  issues   • Allow  customers  to  capture  an  image  with  their  mobile  device   • Customer  service  improvements  with  geolocaLng  capability   of  mobile  devices   • Users  can  list  their  requests  and  the  associated  status   • Users  can  see  requests  in  their  area   • CiLzen  engagement   The  issues  the  City  is  experiencing  with   regard  to  customer  requests  can  be   resolved  using  either  “out  of  the  box”   or  custom  programing  at  a  reasonable   cost.  
10. CriHcal  Success   Factors • Must  be  fully  integrated  with  Cityworks   • Must  funcLon  on  Android/iOS  based  smart  phones  and   tablets   • Must  funcLon  on  “tradiLonal”  desktop  and  laptop  computers   • Must  provide  image  capture     • Must  provide  geospaLal  informaLon  for  requests   • Provide  customer  feedback  and  informaLon   • Increase  requests  submiZed  to  system  by  10%   • System  must  account  for  at  least  20%  of  total  requests  
11. Project   AlternaHves • Purchase  “off  the  shelf”  Web/Mobile  app  (RECOMMENDED)   • Hire  Development  of  Custom  Web/Mobile  App  (POTENTIAL   OPTION)   • Develop  Upgrade  for  Web/Mobile  App  In-­‐House  (NOT   RECOMMENDED)   • Do  Nothing  (NOT  RECOMMENDED)   IT  Leadership  board  requires    all   projects  have  mulLple  alternaLves  
12. Review  Vendors • Scheduled  demonstraLons  of  soaware  by  the  major  vendors   that  integrate  with  Cityworks.   • Reviewed  required  funcLonality  with  vendors   •  Integrates  with  Cityworks   •  Provide  mobile  and  desktop  opLons   •  Capture  images   •  Capture  locaLons   Scheduled  demonstraLons  of  soaware   by  the  major  vendors  that  integrates   with  Cityworks.  
13. Why  SeeClickFix?
14. CriLcal  Success  Factor  
15. CriLcal  Success  Factor  
16. CriLcal  Success  Factor  
18. A2  Fix  It  Project SeeClickFix  allows  for  customer  branding  of  the  applicaiton  
19. Project  Team • Cross  departmental  team   ◦  Community  Standards   ◦  CommunicaLons   ◦  Customer  Service   ◦  Field  OperaLons   ◦  InformaLon  Technology   ◦  Project  Management  (Engineering)   ◦  Systems  Planning   Pulling  in  folks  from  various  areas   gives  the  opportunity  to  see  how   others  view  specific  issues  
20. Project  Team   Tasks • Review  old  CRS  system  and  determine  what  requests  were   most  used   • Determine  request  types  to  be  presented     • Determine  basic  workflow  and  responses   • Communicate  with  staff   • Communicate  with  the  public   • Communicate  with  SeeClickFix   RecommendaLon:  If  the  project  team   is  large,  create  sub  teams  that  can   present  recommendaLons  on  tasks   back  to  the  larger  group.    This  helps   focus  team  meeLngs.    
21. List  of  requests • Abandoned  bicycle   • Compost  pickup  missed   • Flooding  in  street  or  yard   • GraffiL   • Hydrant  issue   • Other  Issue   • Park  maintenance   • Pothole  repair   • Recycle  pickup  issue   • Sidewalk  issue   • Sign  repair   • Snow/Ice  removal   • Storm  inlet  plugged  or  broken   • Street  tree  maintenance  or   removal   • Streetlight  repair   • Signal  repair   • Trash  on  lawn   • Trash  pickup  issue   • VegetaLon  too  long  on  private   property   •  High  volume   •  Low  staff  interacLon  needed   •  Non-­‐emergency  
22. Concerns • How  will  the  A2  Fix  it  affect  our  work?   •  We  know  there  are  workflow  gaps   •  A2  Fix  It  creates  more  transparency   • Can  we  quickly  modify  work  flow  to  accommodate  gaps?   • How  will  it  be  received  by  the  public?   • How  will  it  be  received  by  staff?   • What  volume  of  requests  can  we  expect?       • What  if  it  is  overwhelming?  
23. Go  live  with  a  soR  launch  on  July  30,  2014
24. So,  what  happened?
25. Lots  of  requests   submiYed   through  A2  Fix  It ~3800  in  the  first  8  months  
26. CriLcal  Success  Factor  
27. CriLcal   Success   Factor  
30. Community  Engagement  Results
31. Opening  lines  of   communicaHon CommunicaLng  what  work  was   completed  or  why  work  on  an  issue   may  be  delayed  has  been  a  key   component  to  this  project  and  well   received  by  the  public   CriLcal  Success  Factor  
32. A  picture  tells  a   thousand  words CriLcal  Success  Factor  
33. CreaHng  posiHve   community   relaHons
34. CreaHng  a   posiHve  view  of   City  services
35. Concerns   revisited • How  will  A2  Fix  it  affect  our  work?   •  A2  Fix  It  definitely  increased  the  transparency  into  some  of  our   operaLons.    It  was  easy  for  ciLzens  to  see  when,  how  or  if  we   responded  to  their  requests   •  With  the  Closed  noLficaLons,  users  wanted  to  know  why  it  was   closed  and  what  was  the  City’s  response  (i.e.  did  we  repair  it  and   how)   •  Open/Closed  noLficaLons  allowed  users  and  staff  to   communicate  beZer  on  issues   • Can  we  quickly  modify  work  flow  to  accommodate  gaps?   •  The  gaps  were  quickly  idenLfied   •  Most  obviously  and  a  couple  Lmes  painfully   •  Required  changes  to  work  flows   •  Required  training  addiLonal  staff   • What  volume  of  requests?    What  if  it  is  overwhelming?     •  Increase  in  requests,  but  at  an  anLcipated  level    
36. Concerns   revisited • How  will  it  be  received  by  staff?   •  Generally  posiLve,  but  not  by  all   •  Great  tool  to  beZer  idenLfy  what  is  happening  around  the  City   •  Increased  requirements  to  respond  to  users  is  seen  as  addiLonal   work  and  a  burden  by  some   • How  will  it  be  received  by  the  public?   •  Mostly  posiLve   •  Lots  of  very  posiLve  responses   •  Thank  you     •  Speedy  response,   •  This  is  a  great  tool  to  help  build  a  beZer  Ann  Arbor   •  Some  negaLve   •  Early  on  when  we  had  work  flow  gaps   •  Unhappy  with  the  response       ConLnued  
37. The  boYom  line •  BoZom  line   •  We  are  taking  in  more  requests   •  Less  staff  Lme  to  input  requests   •  ConLnuing  to  provide  ciLzens  with  the  high  quality  services   that  they  expect  
38. CriHcal  Success   Factors • Must  be  fully  integrated  with  Cityworks   • Must  funcLon  on  Android/iOS  based  smart  phones  and   tablets  (mCRS)   • Must  funcLon  on  “tradiLonal”  desktop  and  laptop  computers   • Must  provide  image  capture     • Must  provide  geospaLal  informaLon  for  requests   • Provide  customer  feedback  and  informaLon   • Increase  requests  submiZed  to  system  by  10%   • System  must  account  for  at  least  20%  of  total  requests   All  CriKcal  Success  Factors  Achieved  
39. Keys  to  Success • We  had  administrators  who  weren’t  afraid  to  go  forward   knowing  that  everything  wasn’t  perfect  in  our  house   • Cross  departmental  project  team   • Lots  of  communicaLon   • Soa  release  to  idenLfy  any  problems   • Selected  a  good  third  party  product   • Defined  goals   • ConLnued  follow  up  by  specific  members  of  the  project  team   • ConLnued  monitoring  of  A2  Fix  It  
40. The  End David  Wilburn,  City  of  Ann  Arbor   dwilburn@a2gov.org     Tucker  Severson,  SeeClickFix   tucker@seeclickfix.com