Future Everything  Jaakko Rajaniemi   City of HelsinkiManchester, 22.03.2012
One year ago …    Typically no standards available    Civil servants don’t follow    what’s happening elsewhere    “We can...
Why Open311?• Because of all the open interface benefits  – More apps and services for citizens• Because of improvements t...
Open311 pilot started 19.2.2013!
“The fence is broken at the square next to the railway          station.”Citizen reports an issue
Status: Received
“The fence is broken at the  square next to the railway  station.” Moved to the City’s customer service.    Automatic resp...
“The fence is broken at thesquare next to the railway         station.”Public works departmentdecides to fix this issue St...
“The fence is broken at the    square next to the railway              station.”        Tähän palauteteksti         Stara ...
“The fence is broken at the                    square next to the railway                             station.”           ...
Smart City SDK project, Helsinki pilot, WP3 Smart Participation                               Open311 interface   Internal...
Learn from service request                        Correct location
Learn from own actions                   Source: Google streetview
Try to be more efficient                     Issue report handling 1                     Issue report handling 2          ...
Thanks!Jaakko.Rajaniemi@hel.fiCity of Helsinki@jaakko
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Futr hki

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Futr hki

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