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.

1. SeeClickFix West Coast Workshop
Emeryville, CA 05.19.2016

2. 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.

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

4. 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

5. Challenges Opportunities
Incentivizing Engagement
Opportunities
Not 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

6. Challenges Opportunities
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)

7. Managing the Work
Goal: Improve operational efficiency
Challenges Opportunities
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

8. Challenges Opportunities
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

9. 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 loops
increase engagement
and trust
Data validation
Customizable content for
citizens and governments

12. 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!

13. Thank you!
We’ll see you in 2017!