SeeClickFix West Coast Workshop Review

SeeClickFix West Coast WorkshopEmeryville, CA 05.19.2016

On May 19, 2016, over sixty city officials, government employees, and local residents met at the Emeryville Police Station to explore and discover new ways to increase public initiative and government efficiency towards improving communities across the Bay Area.

We gave them 30 minutes. This is what they came up with.

Citizen Communication

Challenges Opportunities

Improving iPad App

Identifying duplicate Issues

Address from GPS is incorrect

Including submissions from widget to web portal

Learn how to engage a community that is not tech savvy

Ex. when we have a question about their issue, ask on the post, and they don’t respond

Relationship with NextDoor

National Night Out

Pop-up for citizens to identify existing issue before they duplicate it

Goal: Increase SCF awareness and usage

Solutions: • Ability to respond to reporting party privately • Getting the word out via water bills, digital billboards,

newsletters, city utility vehicles (logos), etc. • “National Night Out” sponsorships, etc. • Self-reporting by city staff • Neighbor invites/postcards


Incentivizing Engagement

OpportunitiesNot all government workers on SCF

Trying to engage schools and churches

Communities are very proud of having safe, clean, family-friendly cities

Engaging kids and teens

City notices to all signed up on the app

Add “faces” to photos of staff teams

Goal: Get more users

Solutions: • Integrate older technology (email, phone,

text) • One-stop shop for info:

• Interactive map • Start/stop dates • Color coding

• Engage kids & teens • Parks & Recreation • Festivals• Farmer’s market • National Night Out • School visits • Police and Fire departments

• Rewarding active users • Super user status • Retweet challenge and free stuff

• Success tab to highlight wins • Citizen testimonials


Internal Communication

Would like a user (or users) to be able to have a quick link to report through the Call Taker Interface

Decrease mouse clicks

Drop need for laptop users on VPN to need additional portal

Have SCF photos add automatically to work orders and service requests

Nag reminders for staff so open issues don’t get lost

Being able to acknowledge and close an issue for each assigned person

Ex. sometimes we have an issue that involves several groups

Easier internal communication - like a chat box

Goal: To have more granularity with CRM to facilitate cross communication between users and departments

Solutions: • Internal contact info (name/title/dept) visible to

CRM users • Email of individual at the Request level • Escalation to supervisor if issue is ignored or not

acknowledged • Include box to add another user to an issue • Partially close issue (without closing the whole

thing)

Managing the Work

Goal: Improve operational efficiency


Notifications: Wish the notifications on page would disappear as I address/view them (like Facebook notifications)

Notification to citizen if a similar issue has already been reported and/or a little message that pops up and says “is this a duplicate issue” with YES or NO option

What if one person submits a third of all the issues? How to prioritize work

Create custom requests

Custom mapping geographies

Request types by geography

SLA - shoot an email to staff members when issue is coming due

Ability to scan written complaints into SCF

Put the “Change Status” button at the bottom where you add public comment

Allow citizens to close “acknowledged issues”

Ability to assign to neighboring city or overlapping entity

Interactive mapping for time efficiency

Alerts for proximity to active issues

Export reports to Excel spreadsheet

Solutions: • Confirm accuracy (remind users to verify info) • Efficiently assign (and keep in loop) • Complete and comment on work orders (in field

or in office) • Open -> Verify -> (attach info if needed) -> Acknowledge ->

Assign -> Close • Office staff interface (attaching photos, if necessary) • Field staff interface

• Attach photos (if necessary) • Check map for adjacent issues • Comment box


Measuring Success

Incorrect locations

Duplicate issues

Issues referred to others, but status remains ‘acknowledged’ or ‘open’ which skews numbers

Feedback loops

Annual report to neighbors

Provide way for residents to ‘high five’ or ‘thanks’ when work is completed (custom emojis)

Celebrate success/map then post photos of work

Goal: Better data quality and need more than OPEN - ACK - CLOSED

Solutions: • Double-check/verify location (SCF user) • Status ‘Problem not found’

• Measure how often it happens • Use GPS or photo as well • Quantify how often government has to change address from

SCF user • Recognize same issue nearby and prompt user “someone has

already reported —-“ • Recognize same issue nearby and allow government user (call

taker) to combine • Have another status to reflect “Referred”, which allows the ability

to qualify how often this happens

Key Takeaways

Citizen engagement at the grassroots level

Importance of Infrastructure

Collaborative community groups

Maximize data aggregation and analysis

Celebrate and measure success

Streamline communications both publicly and internally

Collaborate across city lines

Improved integrations=

Smoother operations

Tighter feedback loopsincrease engagement

and trust

Data validation

Customizable content for citizens and governments

SeeClickFix would especially like to thank

• City of Emeryville Police Department • City of Emeryville • City of Oakland • City of Vallejo • City of Alameda • City of Dixon • BART Transit • Dianne Martinez, Mayor of City of Emeryville • Mike Parenti, Information Systems Manager of City of

Emeryville • Officer Fred Dauer, Emeryville Police Department • Libby Schaaf, Mayor of City of Oakland • John McCabe, Program Manager for Oakland • Rob Arias, The E’Ville Eye (https://evilleeye.com/) • Jose Ruiz Martinez, Oakland Resident • Trader Vic’s • and the entire Bay Area community!

https://evilleeye.com/

Thank you! We’ll see you in 2017!

SeeClickFix West Coast Workshop Review

Technology