futr hki
TRANSCRIPT
Future Everything
Jaakko RajaniemiCity of Helsinki
Manchester, 22.03.2012
One year ago …
Own feedback interface
?
Typically no standards available
Civil servants don’t follow what’s happening elsewhere
“We can do better interface”
Why Open311?
• Because of all the open interface benefits– More apps and services for citizens
• Because of improvements to the current state– Image + Location
• Because Open311 > own feedback interface– Even more apps, tools, experts, companies, cities,
knowledge ….
Open311 pilot started 19.2.2013!
“The fence is broken at the square next to the railway
station.”
Citizen reports an issue
Status: Received
fence is broken Received
“The fence is broken at the square next to the railway station.”
“Public works department fixes similar issues on average in 5 days.”
Moved to the City’s customer service.
Automatic response sent to the citizen:
Status: In Process
fence is broken In Process
“The fence is broken at the square next to the railway
station.”
Public works department decides to fix this issue
Status: Being fixed
fence is broken Being fixed
Stara fiksaaTähän palautetekstiJa status vastauksineen
“The fence is broken at the square next to the railway
station.”
Public works department fixes the fence.
Status: Fixed
Issue has been fixed and a notification is sent to the user.
fence is broken
Fixed
Status: Fixed
“The fence is broken at the square next to the railway
station.”
“The issue you reported has been fixed. “
Issue has been fixed and a notification is sent to the user.
fence is broken
Fixed
Smart City SDK project, Helsinki pilot, WP3 Smart Participation
ASPA-feedback handling system
Public works department
Feedback coreHelsinki
Metro.fi Local news site
Sanoma Oyj
Open311 interface Internal interface
Citizen
Education
Healthcare
Question/Answers
Other services
Others apps
Learn from service request
Correct location
Learn from own actions
Source: Google streetview
Try to be more efficient• Potholes• Sanitation
violation• Traffic signs• Info signs• Parks• Playgrounds
and sports parks
• Forest• Graffiti removal• Other
Issue report handling 1 Issue report handling 2 Issue report handling 3 Issue report handling 4 Issue report handling 5Issue report handling 6Issue report handling 7Issue report handling 8Issue report handling 9Issue report handling 10Issue report handling 11Issue report handling 12Issue report handling 13Issue report handling 14Issue report handling 15Issue report handling 16Issue report handling 17Issue report handling 18Issue report handling 19Issue report handling 20Issue report handling 21Issue report handling 22Issue report handling 23Issue report handling 24Issue report handling 25Issue report handling 26Issue report handling 27Issue report handling 28Issue report handling 29Issue report handling 30Issue report handling 30Issue report handling 31Issue report handling 32Issue report handling 33Issue report handling 34Issue report handling 35Issue report handling 36Issue report handling 37Issue report handling 38Issue report handling 39Issue report handling 40Issue report handling 41Issue report handling 42Issue report handling 43
