Intelligent Operations Center for Mocial Media Analytics
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Intelligent Operations Center for Mocial Media Analytics

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My draft slides for Intelligent Systems Summit.

My draft slides for Intelligent Systems Summit.
see http://www.intelligentsystemssummit.com/agenda/

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  • Key Message: The IBM Intelligent Operations Center provides integrated data visualization, real-time collaboration and deep analytics that can help leaders prepare for problems before they arise and coordinate and manage problems as they occur, to improve the efficiency of city operations. The IOC was introduced in June 2011, as a foundational solution from which leaders can build and expand their ability to deploy smarter solutions. Subsequently, Intelligent Water and Intelligent Transportation solutions were introduced, which are built upon the IOC. City and government leaders around the world are using IOC to address a broad range of management and operations needs including airports, city operations, emergency management, energy, healthcare, parks and recreation, ports, stadium operations, transportation, and water utilities. It is available in a variety of delivery models. For cities with the IT resources and infrastructure, the IOC can reside securely within a city’s data center (i.e. on-premise). For cities without IT staff or limited resources, it is also available as a Software-as-a-Service (SaaS) option on the IBM SmartCloud. For more information, clients can go to the landing page on ibm.com, http://www-01.ibm.com/software/industry/intelligent-oper-center/ Full Gartner Report can be found here: http://w3-03.ibm.com/software/analyst/articles/gartner/garboost.pdf Speaking Points: Leaders can start with a single service area that has been identified and prioritized, and embed this approach of leverage, anticipate and coordinate. Or…leaders can choose to tackle the inefficiency of managing across service areas aspiring to maximize outcomes for citizens. Leaders can essentially start anywhere – where their city dictates the most acute need – and chart a path to replicate this approach into and across other service areas; all while building on existing investments. City Operations Talking Points: IBM Intelligent Operations Center monitors and manages city services. It provides operational insight into daily city operations through centralized intelligence. Now cities, government agencies, and enterprises can optimize operational efficiencies and improve planning. It provides a unified view of all city agencies so city operators can predict events and quickly respond. The Intelligent Operations Center is designed to optimize the operational efficiencies of a city or other complex infrastructure. It provides: An executive dashboard to depict the overall status of your city's operations . This spans individual agency-specific solution areas and enables drill-down capability into each underlying agency including water management, public safety and traffic management. Advanced analytics, asset management, and collaboration tools give you insight into the city environment via centralized information. This enables the integration of city-wide daily operations to allow visibility into KPIs, trends, analyses, business rules and cross-agency collaboration. Key operations features include: Incident reporting and tracking. Situation awareness and reporting. Real-time collaboration. Resource and critical asset management. "Blink and Think" in response to visual KPIs The ability to open standard connection points to existing and future systems. An easy-to-use interface that is designed for multiple user profiles -- from senior managers to daily operators A "city in your pocket" feature giving you insight into your city's current issues via mobile devices Emergency Management Talking Points: Every day, cities around the globe face emergencies that require real-time communication and collaboration across departments and agencies. Unfortunately, critical information is often stored in multiple disparate systems. This hinders situation awareness and makes it difficult for various departments to coordinate response efforts. A city might not be able to warn residents of danger or rescue people quickly without a single, integrated view of a crisis and the ability to share information. Recent disasters and emergencies, from tsunamis, earthquakes, extreme weather and antisocial behavior, have heightened the focus on emergency management around the world. The cost of natural disasters hit a record in 2011. According to insurance experts, natural disasters, led by catastrophic earthquakes in Japan and New Zealand, cost a record $380 billion in 2011, more than double the figure for 2010 and triple the average for the past decade. Insurance industry losses from these disasters reached a record $105 billion in 2011, according to Munich Re, the world's biggest reinsurer. In the US, President Obama issued a record 99 “major disaster declarations” in 2011. The magnitude of adverse events is based on many factors, such as location, time, and resiliency level. With populations at risk from many different kinds of events, the ability to prepare for, mitigate against, respond to and recover from disasters and emergencies remains essential. City leaders, public safety officials and emergency responders need a well-managed solution—one that provides accurate situational awareness, or intelligence , to help manage and deliver the most appropriate and effective response to adverse events. IBM Intelligent Operations Center provides cross-organizational insight to coordinate and manage the interlinked stages of emergency management It helps: Plan effective mitigation strategies and provide an end-to-end response to emergency situations Prepare resources for deployment and activation of standard operating procedures Manage response efforts and delivery of services based on a common operational picture Recover and restore affected areas to their previous state, and assess results for further improvement It is designed to provide advanced collaboration, analytics and asset management tools that help city, regional, and national agencies coordinate disaster response efforts and enhance the ongoing efficiency of emergency response operations. The Intelligent Operations Center provides a scalable platform for operational insight based on best practices for managing the interlinked stages of emergency management: planning, preparedness, mitigation, response and recovery. Emergency management features include: Rich library of emergency management assets that allow emergency managers to choose the solution most appropriate for their needs. Capability to capture information from many sources: Computer-aided dispatch (CAD) software, handhelds, ad-hoc call-ins, environmental monitoring stations, video, advance prediction systems, etc. Processing of key performance indicators (KPIs), heat maps, user configured reports, adaptive GIS maps and mobile updates inside the Intelligent Operations Center solution. Processing this kind of input helps to ensure that users have a single source of truth and accurate information to support their decision making. Correlation of many disparate events to ensure that insight, which may not be obvious, is known and considered in critical decision making. Automated workflows that facilitate the delivery of the emergency management standard operating procedures (SOPs). By integrating situational awareness with the SOPs, the solution can make it possible to deliver optimal responses —those that consider all hazards. Post incident, KPIs, reports, SOP progress updates and delivered activities data that can be easily reviewed and assessed for continual improvements.
  • C itizens and businesses are placing increasing demands on leaders to innovate to progress. People are becoming increasingly more connected via social media, and massive amounts of new data are created every day. All of this is forcing leaders to figure out ways to harness and drive insight and actions from their information they have available to create more value for their citizens, drive sustainability and enhance the quality of life. Citizens continue to raise the bar now seeing cities as the center of their quality of life and prosperity looking for support for their lifestyle, culture their health and employment choices. They look to their city to evolve and adapt to the changing environment around them and provide them with support and opportunities. With the growth in cities overall, and the increasing value that cities have for their citizens, we can all expect that the 21 st century will in fact be a century of cities.
  • C itizens and businesses are placing increasing demands on leaders to innovate to progress. People are becoming increasingly more connected via social media, and massive amounts of new data are created every day. All of this is forcing leaders to figure out ways to harness and drive insight and actions from their information they have available to create more value for their citizens, drive sustainability and enhance the quality of life. Citizens continue to raise the bar now seeing cities as the center of their quality of life and prosperity looking for support for their lifestyle, culture their health and employment choices. They look to their city to evolve and adapt to the changing environment around them and provide them with support and opportunities. With the growth in cities overall, and the increasing value that cities have for their citizens, we can all expect that the 21 st century will in fact be a century of cities.
  • C itizens and businesses are placing increasing demands on leaders to innovate to progress. People are becoming increasingly more connected via social media, and massive amounts of new data are created every day. All of this is forcing leaders to figure out ways to harness and drive insight and actions from their information they have available to create more value for their citizens, drive sustainability and enhance the quality of life. Citizens continue to raise the bar now seeing cities as the center of their quality of life and prosperity looking for support for their lifestyle, culture their health and employment choices. They look to their city to evolve and adapt to the changing environment around them and provide them with support and opportunities. With the growth in cities overall, and the increasing value that cities have for their citizens, we can all expect that the 21 st century will in fact be a century of cities.
  • We have found this to be a capability that is very much in demand by clients and are prioritizing pulling it into the product in 2012. The WIH is the key capability in our recent win at South Bend a few weeks ago. In the back up section of the deck is a similar slide that outlines the Water Conservation portal asset capabilities and benefits. As mentioned earlier the WIH provides utilities with a holistic view of operations that allows them to make system level decisions and more informed decisions. The benefits depend on the particular client and the specific use to which the capability has been put - but in most cases it leads to more efficient operations, prevented disruptions, faster responses to issues and heightened collaboration – all of which drive lower cost and increased quality of service to customers.
  • We have found this to be a capability that is very much in demand by clients and are prioritizing pulling it into the product in 2012. The WIH is the key capability in our recent win at South Bend a few weeks ago. In the back up section of the deck is a similar slide that outlines the Water Conservation portal asset capabilities and benefits. As mentioned earlier the WIH provides utilities with a holistic view of operations that allows them to make system level decisions and more informed decisions. The benefits depend on the particular client and the specific use to which the capability has been put - but in most cases it leads to more efficient operations, prevented disruptions, faster responses to issues and heightened collaboration – all of which drive lower cost and increased quality of service to customers.

Intelligent Operations Center for Mocial Media Analytics Intelligent Operations Center for Mocial Media Analytics Presentation Transcript

  • © 2012 IBM CorporationSmarter Cities:Social Media Analytics features for IOCVer 4.0February 2013
  • © 2012 IBM Corporation2…within a particular service area ormanaging across many servicesIBM Intelligent Operations Center for Smarter Citiesprovides integrated insight…Smarter Operations – across departments andagenciesLeverage information with real-time visibility of keydata to drive better decisionsAnticipate performance to identify, manageand mitigate incidents that impact operationsCoordinate resources and processes to respond tosituations rapidly and effectively“IBM is clearly progressing its vision of supportingsmarter-city endeavors with less customized andmore reusable solutions.The Intelligent Operations Center is an importantstep in building a more repeatable offering forsmarter cities.”Gartner Group
  • © 2012 IBM Corporation3The VisionUrban VitalityCoordinate cross agency operationswith business and citizen participationto drive economic prosperity andenhance citizen involvementEconomic IntegrationInteract with local businesses to improvebusiness opportunity and citizen servicesavailability and convenience. Use offersto drive local commerceCitizen InvolvementParticipation in community programs andawareness of opportunitiesCreate interactive experiences anddeliver information where its neededTransportation & WaterTraffic Management and Transit OperationsPredictive Insights and Responsive Operations to City,Business and Citizen operations, activities andenvironmentCity Services Resources & OperationsManage resources more effectively byunderstanding the complete situation.Coordinate across city departments and privatesector to optimize efforts.Executive DashboardManaging the pulse of the city
  • © 2012 IBM Corporation4Available TodayCitizen InvolvementParticipation in community programs andawareness of opportunitiesCreate interactive experiences anddeliver information where its neededTransportation & WaterTraffic Management and Transit OperationsPredictive Insights and Responsive Operationsto City, Business and Citizen operations,activities and environmentExecutive DashboardManaging the pulse of the city
  • © 2012 IBM Corporation5This Presentation will DescribeCitizen InvolvementParticipation in community programs andawareness of opportunitiesCreate interactive experiences anddeliver information where its needed
  • © 2012 IBM Corporation6Background and ChallengeOperational information only tells an organization how well it isdelivering its services from its own point of view.The power of the individual’s / crowd’s input can contribute tosuccessfully managing an environment, but how do we do it ?
  • © 2012 IBM Corporation7The IOC Sentiment DashboardSummarises the Sentimentsbeing expressed via Social Mediaon the Topics of interest
  • © 2012 IBM Corporation8Key Solution Highlights Crawler searches the Internet for content relating to the City– Covers all public Internet site types including traditional news outlets (e.g.Newspapers) as well as social media sites (e.g. Blogs, Twitter, Facebook etc.)by using the BoardReader aggregation service– Possible to also include additional data sources with a custom crawler (e.g.internal discussion forums) IBM Cognos Consumer Insight (CCI) looks for mentions of the themes of interest– A sophisticated Taxonomy allows disambiguation to ensure that topic ofcontent is correctly identified.– Sentiment is automatically detected in several different languages The results and trends are shown in an easy to understand dashboard– Drill-down is possible to understand what is causing the trends– Because it is in Intelligent Operations Center it is easy to cross referencebetween the operational and sentiment data
  • © 2012 IBM Corporation9Benefits:•Gives the operational users insight to how the stakeholders inthe environmental perceive how well the solution is beingdelivered.• Spots social media trends that can define how themanagement of the environment is being perceived.•May point to activities that may take place in the managedenvironment that the operational data sources are unawareoff.
  • © 2012 IBM Corporation10Sample Screenshots
  • © 2012 IBM Corporation11
  • © 2012 IBM Corporation12Theme List Thumbs up/down gives quicksummary of sentiment Expand a parent theme to seesentiment readings for each sub-theme Click on a theme to bring up detaileddata in other portlets
  • © 2012 IBM Corporation13Pie Chart Pie chart shows thepercentage of positive,negative or neutral snippetsfound for selected theme Hovering over pie slice bringsup actual number of snippets
  • © 2012 IBM Corporation14Legend Legend gives more detail Breaks out how many snippetscome from each source e.g.Newspapers, microblogs etc. -also what the sentiment is fromeach source Hover over icons gives textexplaination of source Hover over green or red barbrings up actual count
  • © 2012 IBM Corporation15Trend Chart The trend chart shows how thesentiment detected about theselected theme varied over time You can select to viewdaily/weekly or monthly statisticsdepending upon your perspective You can either view the total forall sources or else select anindividual source to chart Hovering over an individual pointin the chart brings up the actualnumbers
  • © 2012 IBM Corporation16Snippets The snippets list allows you todrill down even further byshowing you samples ofdocuments with positive and/ornegative sentiment Click on a link to be broughdirectly to the source document
  • © 2012 IBM Corporation17Social Media Analytics key issues Do not underestimate the power of social media analytics inall solutions Social media can help you prioritize KPIs , the end userexperience can be a big driver of operational targets You need to listen to what your citizens are telling you viasocial media since your intuition for the most importantissues might not be correct Social media can help you spot trends or actions before theyhappen If you don’t have a social media strategy , get one and makeit part of your business operations
  • © 2012 IBM Corporation18How are citizens likely to reactThis solution only analyses public content relevant to citymanagement• No private content accessedNo reason for people to worry about “big brother”• But people are not necessarily rationalImportant to have a public education session at the same time aslaunching a monitoring service• Results shoudl be publicly shared• Especially if not flattering
  • © 2012 IBM Corporation19For More information ContactDr. Brian ODonovanbrian_odonovan@ie.ibm.com