Improving Citizen Engagement: Gov 2.0


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Delivering Citizen-centric Services

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Improving Citizen Engagement: Gov 2.0

  1. 1. ImprovingCitizen Engagement G o v 2 . 0
  2. 2. The Citizen as a SensorGovernments are increasingly developing onlinegeographic information system (GIS)-basedapplications to engage with citizens. Theseapplications are helping the public easily connectwith government and in turn helping governmentbetter understand the citizenry it serves.Web and mobile apps allow governmentorganizations to receive immediate feedback fromcitizens including reports of incidents, suggestions,and general comments. A person walking through apark can pull out a smartphone and provide a real-time report on problems or ideas for improvement.Casting a wider net for citizen input, these apps helpgovernment know what’s happening on the groundin a community so it can maximize existing resourcesand improve
  3. 3. Smart CitiesSmart cities recognize citizens as important data sources.As such, these cities are making it easy for the public todeliver real-time comments online or via mobile devices,which is a stark contrast to the time-consuming processesof calling or visiting city hall.Adding citizens to vast sensor networks of cameras,smart meters, and other data-collection systemsgives government a more detailed understanding of acommunity. Input can be automatically fed into a GIS tohelp agencies improve processes and analyses.Citizen ReportingThe City of Glendale collaborated with Esri partnerCitySourced to create a smartphone application thatallows citizens to report community issues, such as graffiti,potholes, and broken streetlights, on the spot. Residentscan take a picture, categorize it, comment on it, and sendthis along with the GPS-captured location to the citygovernment. Once the report is submitted, the citizensees a map showing the location of the incident.The citizen-reported data is automatically incorporatedinto the city’s customer request system to ensure thatthe complaint is routed to the appropriate city service,tracked, and resolved. The citizen is informed of itsprogress. Residents can also go to citysourced.comand search for Glendale, California, to see a map of allreported incidents.
  4. 4. “We were getting criticism from the public about lack of access to the data associated with the program including comments that we weren’t taking care of the easements dedicated to our organization. Now that we are providing transparency to the data, that criticism has evaporated. In fact, it’s turned around, and we’re getting compliments from our elected officials and the general public for this application.” — Katherine Nelson, Planner/Coordinator, ontgomery County, Maryland, Planning Department MThe Geographic ConnectionGeography connects citizens and the people who serve in government, and GIS naturally facilitates communication aboutplace-based issues. With a steady stream of public input, governments have an increased ability to base operations on needin the community, whether it involves repairing a broken streetlight or creating safe bike lanes.As citizen-generated data becomes part of the government workflow, operations become smoother and more responsive.Ongoing connection between citizens and government also helps organizations achieve accountability and transparency.Crime Mapping Reporting Easement ViolationsThe Omega Group’s allows law The Montgomery County Planning Department inenforcement agencies to automatically upload crime data Maryland created an online forest easement mapfor public consumption online. Citizens can learn about ( that showscrime activity near their homes or businesses on the site information including the land record, ways to protector by subscribing to Crime Alerts, automated e-mail easements, and boundaries. Additionally, people cannotifications that are sent out when new activity occurs in report easement violations through the map.a specified displays incidents in Miami, Florida. Clicking an People can click a forest conservation easement (yellow) and report aicon reveals details about the crime. violation directly to the planning department.
  5. 5. To learn more about GIS and open data, visit Citizen-centricServicesThere are several ways to develop successful applications Planningfor citizen input and some key guidelines to keep in mind. The Regional Transportation Commission of WashoeFor a dependable, accurate foundation for your citizen- County worked with Esri partner CitySourced andgenerated data, build apps based on your authoritative transportation consultants Fehr & Peers to gain publicdata. Then make sure those apps work seamlessly with input on the Reno Sparks Bicycle and Pedestrian Masterexisting GIS workflows, which ensures that the data you Plan. At, stakeholders in the citiescollect will work with back-office systems and prevents of Reno and Sparks can view a map of public feedbackcitizen data silos. on issues such as where bike lanes and curb ramps areOnce the apps are developed, market availability and let needed. People can submit their comments and photoscitizens know what you’re monitoring. When people alert you on the website or via a free smartphone an issue or concern, generate automatic responses thatlet them know you’ve received their input and keep themup to date on the issues as they progress and are resolved.As you look for the best way to develop the apps, yourorganization can consider these options:• Create apps in-house with Esri’s web mapping APIs that support the creation of rich, interactive applications using JavaScript™, Flex™, or Silverlight ®. Embed applications in web pages or launch stand-alone web apps from a web page.• Work with Esri partners that have experience building GIS-based web applications that tie in to existing systems.• Make your data available to third-party developers that are eager to build interactive applications that meet citizen needs. A web-based map provides a convenient way for citizens to comment on bicyclist and pedestrian master plans.
  6. 6. About Esri Our Focus Contact EsriSince 1969, Esri has been helping Esri software is used by hundreds 1-800-GIS-XPRT (1-800-447-9778)organizations map and model our of thousands of organizations that Phone: 909-793-2853world. Esri’s GIS software tools apply GIS to solve problems and Fax: 909-793-5953and methodologies enable these make our world a better place to info@esri.comorganizations to effectively analyze live. We pay close attention to our esri.comand manage their geographic users to ensure they have the best Offices worldwideinformation and make better tools possible to accomplish their They are supported by our missions. A comprehensive suite ofexperienced and knowledgeable staff training options offered worldwideand extensive network of business helps our users fully leverage theirpartners and international distributors. GIS applications.A full-service GIS company, Esri Esri is a socially conscious business,supports the implementation of GIS actively supporting organizationstechnology on desktops, servers, involved in education, conservation,online services, and mobile devices. sustainable development, andThese GIS solutions are flexible, humanitarian affairs.customizable, and easy to use. 380 New York Street Redlands, CA 92373-8100 USACopyright © 2011 Esri. All rights reserved. Esri, the Esri globe logo,, and are trademarks, registered trademarks, or service marks of Esri in the United States, theEuropean Community, or certain other jurisdictions. Other companies and products mentioned herein may be trademarks or registered trademarks of their respective trademark owners.125409XXXX6.5M4/11ed Printed in USA