Intelligent Operations Center for Mocial Media Analytics
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This document describes IBM's Intelligent Operations Center, which provides social media analytics features to help cities better manage operations. It analyzes social media sentiment about key topics to give operational users insight into stakeholder perceptions. The dashboard summarizes sentiments expressed online about topics of interest. It can detect trends that operations may be unaware of and point to issues impacting how the city is managed. The solution only analyzes public social media content relevant to the city to avoid privacy concerns.
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Intelligent Operations Center for Mocial Media Analytics
- 1. © 2012 IBM Corporation Smarter Cities: Social Media Analytics features for IOC Ver 4.0 February 2013
- 2. © 2012 IBM Corporation2 …within a particular service area or managing across many services IBM Intelligent Operations Center for Smarter Cities provides integrated insight… Smarter Operations – across departments and agencies Leverage information with real-time visibility of key data to drive better decisions Anticipate performance to identify, manage and mitigate incidents that impact operations Coordinate resources and processes to respond to situations rapidly and effectively “IBM is clearly progressing its vision of supporting smarter-city endeavors with less customized and more reusable solutions. The Intelligent Operations Center is an important step in building a more repeatable offering for smarter cities.” Gartner Group
- 3. © 2012 IBM Corporation3 The Vision Urban Vitality Coordinate cross agency operations with business and citizen participation to drive economic prosperity and enhance citizen involvement Economic Integration Interact with local businesses to improve business opportunity and citizen services availability and convenience. Use offers to drive local commerce Citizen Involvement Participation in community programs and awareness of opportunities Create interactive experiences and deliver information where its needed Transportation & Water Traffic Management and Transit Operations Predictive Insights and Responsive Operations to City, Business and Citizen operations, activities and environment City Services Resources & Operations Manage resources more effectively by understanding the complete situation. Coordinate across city departments and private sector to optimize efforts. Executive Dashboard Managing the pulse of the city
- 4. © 2012 IBM Corporation4 Available Today Citizen Involvement Participation in community programs and awareness of opportunities Create interactive experiences and deliver information where its needed Transportation & Water Traffic Management and Transit Operations Predictive Insights and Responsive Operations to City, Business and Citizen operations, activities and environment Executive Dashboard Managing the pulse of the city
- 5. © 2012 IBM Corporation5 This Presentation will Describe Citizen Involvement Participation in community programs and awareness of opportunities Create interactive experiences and deliver information where its needed
- 6. © 2012 IBM Corporation6 Background and Challenge Operational information only tells an organization how well it is delivering its services from its own point of view. The power of the individual’s / crowd’s input can contribute to successfully managing an environment, but how do we do it ?
- 7. © 2012 IBM Corporation7 The IOC Sentiment Dashboard Summarises the Sentiments being expressed via Social Media on the Topics of interest
- 8. © 2012 IBM Corporation8 Key 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 of content 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 reference between the operational and sentiment data
- 9. © 2012 IBM Corporation9 Benefits: •Gives the operational users insight to how the stakeholders in the environmental perceive how well the solution is being delivered. • Spots social media trends that can define how the management of the environment is being perceived. •May point to activities that may take place in the managed environment that the operational data sources are unaware off.
- 10. © 2012 IBM Corporation10 Sample Screenshots
- 11. © 2012 IBM Corporation11
- 12. © 2012 IBM Corporation12 Theme List Thumbs up/down gives quick summary of sentiment Expand a parent theme to see sentiment readings for each sub- theme Click on a theme to bring up detailed data in other portlets
- 13. © 2012 IBM Corporation13 Pie Chart Pie chart shows the percentage of positive, negative or neutral snippets found for selected theme Hovering over pie slice brings up actual number of snippets
- 14. © 2012 IBM Corporation14 Legend Legend gives more detail Breaks out how many snippets come from each source e.g. Newspapers, microblogs etc. - also what the sentiment is from each source Hover over icons gives text explaination of source Hover over green or red bar brings up actual count
- 15. © 2012 IBM Corporation15 Trend Chart The trend chart shows how the sentiment detected about the selected theme varied over time You can select to view daily/weekly or monthly statistics depending upon your perspective You can either view the total for all sources or else select an individual source to chart Hovering over an individual point in the chart brings up the actual numbers
- 16. © 2012 IBM Corporation16 Snippets The snippets list allows you to drill down even further by showing you samples of documents with positive and/or negative sentiment Click on a link to be brough directly to the source document
- 17. © 2012 IBM Corporation17 Social Media Analytics key issues Do not underestimate the power of social media analytics in all solutions Social media can help you prioritize KPIs , the end user experience can be a big driver of operational targets You need to listen to what your citizens are telling you via social media since your intuition for the most important issues might not be correct Social media can help you spot trends or actions before they happen If you don’t have a social media strategy , get one and make it part of your business operations
- 18. © 2012 IBM Corporation18 How are citizens likely to react This solution only analyses public content relevant to city management • No private content accessed No reason for people to worry about “big brother” • But people are not necessarily rational Important to have a public education session at the same time as launching a monitoring service • Results shoudl be publicly shared • Especially if not flattering
- 19. © 2012 IBM Corporation19 For More information Contact Dr. Brian O'Donovan brian_odonovan@ie.ibm.com
Editor's Notes
- 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.