Using GIS to Manage Citizen Requests for Service

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2 Using GIS to Manage Citizen Requests for Service The challenge of managing citizen questions and requests for service Utilizing ArcGIS Online editing and filtering features to simplify the process.

3 GIS at the City of Moorhead GIS is located in the Engineering Department 2 Positions: GIS Manager GIS Professional (URISA GISCI) 24 Years experience in the GIS Industry Started at the City of Moorhead in 2008 GIS Technician 4 Years experience Started at the City of Moorhead in 2013

4 Brad Anderson GISP Bachelors Degree North Dakota State University Geography and Geology SEI Information Technology and Navigation Technologies Building road databases for the first in-vehicle satellite navigation systems. Project Leader for country database builds in England, Scotland, and Sweden. City of Fargo GIS Coordinator Designed and deployed the first GIS at the City of Fargo, ND. Internal desktop custom application and public Internet website.

5 Presentation Outline; The need for a solution to manage and track citizen requests. Early efforts. The Moorhead solution begins to take shape in ArcGIS Online. The power of Widgets, adding functionality. Modifications and changes to application as a result of user testing.

6 City of Fargo,. circa 2004, Began to see issues with handling citizen questions and requests in a municipal environment. M*A*S*H triage concept - central dispatch point of contact to manage incoming phone calls and s. Desperately need a common operating picture for all City Departments.

7 Current workflow (or lack of workflow): John Smith calls Street Department Street Dept staff answer phone Water is not draining on Elm ST S at 12 AVE S That s not us, cold-transfer to Engineering Department Engineering staff answer phone Waste Water staff takes information, and tells Mr Smith that they will look at the issue and get back to him MrSmith describes the issue again Waste Water staff uses sticky-note Waste Water staff answer phone Sticky-note gets buried on messy desk That s not us, cold-transfer to Waste Water Dept MrSmith calls back after next rain storm MrSmith describes the issue again MrSmith describes the issue again

8 Cost estimate: One call from a citizen, 5 city staff involved for a total of 1 hour Average wage $25 hour 4 times per day = $ days per month = $1, months in a year = $18,000

9 One staff person + 3 minutes to add point and citizen information = instant COP for all City Departments

10 Important training item: Staff must update the request record when the work has been completed!

11 Goals: Do not let the citizen feel that their voice is not being heard OR that they are being ignored and forgotten. The application must be easy to use for entering requests AND for searching and locating existing requests. Do not involve five or six staff when one or two should be enough. A summary of all citizen requests should be available for analysis: How many requests are open or have been closed? Is there a pattern to the complaints by category?

12 The City of Fargo contracted with vendor for a citywide reporter application.

13 City of Moorhead, circa 2005, Off-the-shelf software package purchased for tracking constituent requests. Deployed to desktops. No training provided, very difficult to use, so nobody used it. No integration with GIS.

14 City of Moorhead, circa , In-house application developed for tracking requests for service to the Engineering Department. Features: Browser based form entry. Parcel-ID would auto-populate if correct\matching address was entered.

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16 City of Moorhead, circa , In-house application developed for tracking requests for service to the Engineering Department Features: Browser based form entry. Parcel-ID would auto-populate if correct\matching address was entered. Generate a report that lists requests or a subset of requests. Attachments are supported.

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18 Application was used until late 2013 GIS generated a nightly update of parcel polygons from the parcel-ids to track the requests for service.

19 Problems: Cumbersome. Tabular reports could be generated for each staff person, but the big picture of where and what issues are affecting citizens was missing. Not all parcel properties could be represented in GIS because of missing parcel-ids. The citizen s address was not necessarily the geographical location of the issue for which they were contacting the city. The actual location of the issue would have to be described in the free-form text field.

20 City of Moorhead,. Summer 2017, The Director of Engineering asks the GIS Manager if a map based solution is possible as a means of more effectively managing citizen requests for service. He believed that GIS could help him get a clearer picture of the situation and provide the ability to look for geographic trends (or coincidences). Another benefit would be the ability to filter the open service requests by category or by assigned staff person to track progress and\or success.

21 ESRI Citizen Problem Reporter. Configurable application template.

22 Similar data entry forms. Many in local government are nervous about providing an open format for citizen reporting False reporting. Accountability. Staff resources.

23 Recent success with the Parks & Trails application demonstrated the functionality of the Filter widget in ArcGIS Online sweb AppBuilder. Fully attributed Park Activities in the GIS database allow users to click on one or multiple Activities and the map will interactively display the results of the Filter widget query.

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25 First draft of the database domain structure (schema) based on the information that was collected in the previous service request application.

26 First web map for user testing.

27 False sign request entry from initial user testing.

28 First draft of the application using the web map:

29 Address information available when zoomed in closer:

30 Functionality = Widgets Smart Editor Service Request Search (Filter) Category and Status Summary (Info Summary) Infographic

31 Smart Editor Widget:

32 Smart Editor opens the form entry window to create a request record. Domain values allow pick list for consistent attributes.

33 Smart Editor allows follow-up editing of the record through the pop-up information window.

34 Service Request Search: Web AppBuilderFilter widget. Allows management and administration to easily filter records to find specific request for service or to perform analysis.

35 Info summary widget:

36 Info summary widget: Select request from list to view details in pop-up window.

37 Infographic widget:

38 Meet with staff to discuss testing

39 User feedback has identified several needed changes: No single sign on, federation with Active Directory needed. GIS Manager has to setup users in ArcGIS server manager. No editor tracking Placement of requests that have no geographic location? Automate notifications when assigning a request to another staff person.

40 Automated notifications for new entry or reassignment of citizen request. Not available to us until an upgrade to ArcGIS is completed. ] _services = [ {'service url': ' 'messages': [ {'query': "STATUS='Send 1st '", ' address': ' ', ' body template': './ _template_1.html', ' subject': 'Thanks for the report', 'body substitutions': {'{name}': 'NAME', '{report type}': 'REPORTTYPE'}, 'status field': 'STATUS', 'completed value': 'Send 2nd '}, {'query': "STATUS='Send 2nd '", ' address': 'manager@company.org', ' body template': './ _template_2.html', ' subject': 'Report received', 'body substitutions': {'{manager name}': 'Jane Smith'}, 'status field': 'STATUS', 'completed value': ' s sent - waiting for manager approval'} ]}, {'service url': ' 'messages': [ {'query': "STATUS='Send 1st '", ' address': ' ', ' body template': './ _template_1.html', ' subject': 'Thanks for the report', 'body substitutions': {'{name}': 'NAME', '{report type}': 'REPORTTYPE'}, 'status field': 'STATUS', 'completed value': 'Send 2nd '} ]}

41 Add Title Here Body Page Option 2 No GTS Logo

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