Transforming Citizen Experience with Mobile Service Delivery

Transcription

1 Transforming Citizen Experience with Mobile Service Delivery Delivering mobile municipal services in Township Angelo Callisto, Township of King Catherine Erhardt, Imex Systems Inc

2 Agenda Traditional service delivery Shift to Mobile service delivery How King uses mobile service delivery Township Information Mobile service request submission to CRM Waste management with SharePoint integration Mapping Services Why these services were selected. How the mobile app is enhancing staff productivity How the mobile app is changing how citizens communicate with the Township Future of mobile technology in the government Mobile development best practices

3 Traditional Service Delivery Access to services directly at Town Hall Speak directly to those responsible for a service request Dependent on Town Hall hours. Service requests by mail 2 way correspondence by letter No acknowledgement of receipt Dependent on Postal Service Service requests by phone Speak with municipal staff to make a request Dependent on Town Hall hours

4 Online Service Delivery In the late 1990s and early 2000s, municipalities began moving to online communication. the municipality: No Filtering of incoming Move to online forms: Captures specific information with mandatory fields Request submitted to an administrator Ability to specify a department Record retention Captcha to prevent spam Instant reply for request receipt Webpage No image upload No access to request history

5 Shift to Mobile What s next? Smart Phone usage has exceeded Desktop usage 62% of Canadian cell phones are smart phones 56% of Canadian adults use smart phones 43% of smart phone owners use more than one device (phone, tablet, e-reader etc.) Instant access to services on their mobile devices any time, any where Most preferred method to access various services and applications, including request submission Quick and Convenient Canadians are expecting government services available via mobile devices

6 Shift to Mobile Lack of land line connectivity for majority of citizens SMS is a popular means of communication (increased adoption) Mobile platforms have matured with location based services Opportunity to reach under-serviced citizens No additional investment in back-end systems Minimizes operational costs while ensuring customer availability across multiple platforms Voice/data convergence Fast communication to the outside world Supports e-democracy

7 Shift to Mobile Some governments have already embraced mobile technology- City of Calgary State of Arkansas 511NY Some governments have also started utilizing SMS messaging. City of Barcelona Government of Hong Kong City of Brisbane For alerts and notifications, SMS is a better tool than

8 Mobile Government in Canada The Township of King has implemented one of the first mobile portal and service delivery applications in Canada. The mobile app provides residents with: Township Information Calendar of Local Events Ability to submit service requests Waste Management Information Township Maps Available on both ios and Android platforms

9 King service delivery goals Improve Website Experience for Mobile Users Improve Service Availability to residents Provide residents with real-time alerts Improve Township Staff-Resident communication Improve Council Resident communication Improve accessibility functions on mobile website

10 Mobile Information The Township of King mobile app- King micity, helps citizens with: Latest updates on local news Municipal calendars and maps Access to Township Events (present and future) Council agenda/minutes Parks and Recreation registration information Access to Township information 24/7 Mobile access to online registration Access to real-time alerts and notifications

11 Events and Mapping Events calendar Mapping and directions

12 Citizens have the ability to initiate Service, Information and Inspection Requests from their mobile phones. Attach photo Capture GPS coordinates CRM Integration Workflow Txt notification Mobile Service Requests and CRM

13 Building inspection requests Mobile Service Requests and CRM Inspection requests submitted via the mobile app generates a new case in the CRM.

14 Mobile Service Requests and CRM How do residents use the app? Report road issues(i.e. pothole) Report water issues(i.e. broken water main) Report park issues(i.e. trail vandalism) Request a building inspection Request information about a particular Township service Overall, the citizen has the added convenience of being able to make a service request from anywhere using their mobile device that captures and transmits vital information back to King staff.

15 Waste Management The King micity app includes the following waste management features: Waste and recycling information Calendar synced with device Change calendar via map selection Waste depots and hours

16 Waste Management The King micity mobile app is integrated with SharePoint. Updating the King waste information lists updates the mobile app in real time.

17 Waste Management The mobile app also connects with the device calendar. This allows the waste notifications to happen without opening the app.

18 Waste Management Citizens use the Mobile waste information to better plan for garbage and recycling pickup, find out where to dispose of bulky or hazardous materials, and what to do with their lawn clippings. How does this transform the Citizen experience? Updates for holiday schedules and specialty pick-ups Eliminates the need for a paper waste calendar Reduces the time spent searching for information In the future, SMS notification of route schedule change or pickup delays can be sent by the Township.

19 Why These Services were Selected Why mobile service requests? Access (ios, Android, Blackberry (mobile site) Easy Integration with CRM (using IMEX icity) Why waste management? Using mywaste- change to integrated app Why information and mapping? Elections Hamlet specific information

20 How does this transform Citizen Experience? The King micity app allows citizens to better their life on one device- Event information and maps Garbage pick-up reminders Waste Depot Information Service Requests from anywhere log in anonymous

21 Citizen Communication The King micity mobile app is changing how citizens communicate with the Township: Provides flexible options for communication with Town Staff Better reporting of service issues Images Geolocation Two-way acknowledgement Improved access to information from anywhere Access to Township information in an emergency Log-in access for secure reporting

22 Increase in Efficiency The King micity app is also changing how Township staff work: Improved Communication with citizens SMS Notifications to Staff

23 Future of Mobile Technology for King Township What King citizens will be expecting in 5 years? Mobile Parks & Recreation program registration Mobile access to detailed GIS Mapping Information Mobile friendly Agenda / Calendar Integration Mobile password recovery tool Emergency SMS & Alert Utility Future goals for mobile service delivery include: Mobile payments Mobile permit applications Increased field use by staff Txt for info

24 Future of Mobile Technology for Government Mobile Development best practices- Experience matters!

25 Mobile App Checklist Define a mobile strategy Decide on the type of App Stand alone App, Integrated with existing applications/database Decide on the nature of App for the functionality you need Responsive Web, Native App or Hybrid App Build on a consistent feature set and experience across multiple platforms ios, Android, Windows, Blackberry Select the right development and test platforms Use the right Mobile App delivery platform Market your App!!!

26 Development and Delivery Checklist Does it support multiple device platforms? Can it provide build once and deploy on different devices? Can it provide access to native features of each device type? Can it support integration of native, web and third party code? Does it support geo-location, geo fencing etc.? Does it support SMS and Push Notifications? Can it support data encryption between the app and the enterprise applications? Does it support open standards for integration with back-end applications? Can it integrate with existing authentication and security mechanisms? Does it provide usage statistics - new and returning users, usage frequency, response time, crash statistics etc. How flexible and open is the development platform?

27 Performance is Important! Application Performance is critical to ensure user experience 60% of users likely abandon the App after 10 seconds Performance should at least match the desktop App stability, response, reliability, and scalability are important factors Performance to be designed-in from the beginning Minimize App complexity Use Performance monitoring tools Identify performance issues and bottle necks Fix the problem before a large number of users are impacted

28 Questions?

29 905) Thanks! Angelo Callisto Application Support Specialist, Township of King Phone: (905) Catherine Erhardt Client Experience Executive, Imex Systems Inc. Phone: (647) ext