211 Technology Platform Ontario s Most Recent Addition:

Transcription

1 211 Technology Platform Ontario s Most Recent Addition: A Mobile-First Online Search Solution: What it Is and How We Did It! AIRS Conference May 22, 2017 Tampa, Florida Andrew Benson, Toronto, Canada 1

2 Workshop Objectives Share the approach to Ontario s technology-enabled business transformation initiative Describe the four components of the 211 Technology Platform Demonstrate the Business Intelligence Solution, 211 Online Mobile-First Platform and 211 Ontario API solutions Engage in discussion / Q&A 2

3 Presentation Overview Context: Regional to Provincial Service Delivery The Vision: Community Up (transformation) The Technology: 211 Technology Framework (enablement) The Systems: Demonstrations (BI, 211 Online, API) Q&A 3

4 Ontario Context Transform from a regional network of independent service providers to a provincially integrated system Six Regional Service Partners deliver province-wide telephone service & manage regional responsibilities 30+ Data Partners across Ontario share local data to support 211 service delivery 4

5 RoadMap: Ontario Transformation & Pan-Canadian Alignment Funding secured to expand service 100% service coverage in Ontario Integrated provincial system Integrated pan- Canadian system

6 Value Proposition Navigate Curate Inform

7 Business Strategy -- Community Up Professional and effective information & referral relies heavily on the quality of the resource data collected and knowledge of the local landscape. Community Up is a principled approach to designing a system where local service delivery agencies, United Ways, government decision-makers and municipal partners have a role in the 211 system Community Up leverages the capacity and relationships of organizations, and the expertise of their people to build a stronger system, and improve the user experience. Community Up, in the context of information management, envisages data being collected locally, managed regionally, governed provincially, and aligned nationally The next three years will be a critical period for 211 in Ontario focused on formalizing and strengthening relationships, creating efficiencies through the use of technology, and improving our ability to report back to communities on user needs. For more information, download the 211 in Ontario: Vision and Road Map document at:

8 Strategic Goals Goal #1 Align service providers and key stakeholders within an integrated 211 provincial system that values community expertise and promotes partnerships. Goal #2 Build a strong brand that is credible and trusted by Ontarians. Goal #3 Invest in technologies that enable system integration and create new opportunities for partnerships and efficiencies. Goal #4 Build a fully sustainable funding model that supports service delivery and expansion. 8

9 Desired Outcomes Logic Model Strategic Outcomes Canadians are enabled to fully engage in their communities Canadian social infrastructure is more responsive Intermediate Outcomes Greater self-reliance for Canadians to navigate and access community and social services Canadians more effectively connected to appropriate community & social services More efficient and effective use of Human Agency resources Contribution to improved social policy outcomes Direct Outcomes Faster, better, multilingual access to the community & social services network for Canadians More reliable community & social services information and referral for Canadians Enhanced community planning for Social Service Improvement Stakeholders* Service Outputs Comprehensive, consistent and qualified Human services information & referral Human services demand & usage information

10 Business Functions

11 Level of Integration Integrate, Standardize, Unify, Diversify High INTEGRATE Access Channel Management Human services Demand Marketing Plan Development UNIFY Strategy Development Service Demand Planning Human I&R Knowledge Management TECHNOLOGY INFRASTRUCTURE Service Development Services and Evaluation Funding Planning Stakeholder Relations & Advocacy Training and Certification Low DIVERSIFY Level of Standardization STANDARDIZE High

12 Current vs. Future State 12

13 Enablement: 211 Technology Platform 211 Technology Platform is a conceptual framework of technical components and business capabilities that enables an integrated model of 211 service delivery Open Data: a single data repository that enables collection and sharing information and referral records Integrated Phone: a cloud-based contact management platform that enables load balancing and skills based routing of callers Knowledge Mobilization: a content management and business intelligence system that enables cross-sector collaboration and reporting on unmet needs and service gaps 211 Online: a web platform that enables easier access to online resources for the public and improved coordination of social media channels

14 211 Technology Architecture (V1)

15 Integrated Phoned 15

16 Integrated Phone Goals & ROI Goals: Improve Quality of Service for Callers Increase Efficiency of 211 Phone Service Enhance Flexibility of Phone System Capitalize on Future Opportunity ROI (Load Balancing): $1M in operating costs saved over 5 years, assuming no increase in call volume 47% increase in calls that can be handled by existing resources

17 Performance, Satisfaction, Outcomes Significant increase in SLA achieved through mobilizing latent capacity Highly satisfied callers Demonstrable caller outcomes

18 Knowledge Mobilization 18

19 Knowledge Mobilization (BI) Data Integration Data integration is the combination of technical and business processes used to combine data from disparate sources into meaningful and valuable information. A complete data integration solution delivers trusted data from a variety of sources. Source: IBM Self-Service BI Self-service business intelligence (SSBI) is an approach to data analytics that enables business users to access and work with corporate data even though they do not have a background in statistical analysis, business intelligence (BI) or data mining. Source: Search Business Analytics

20 211 BI (Community Intelligence)

21 BI Content & Assets Dashboards Reports Calls Needs Resources Datasets Measures Dimensions Visualizations

22 BI System Capabilities Print Reports Analyze in Excel Publish to Web Print Reports Enterprise gateway Power BI Desktop Groups Content packs

23 BI On Any Device

24 211 Online 24

25 Mobile-First Responsive Design Mobile first, responsive design Works on any device and any screen size

26 Fully Bilingual and AODA Compliant Fully bilingual site and content (French and English) Fully compliant with AODA standards (Accessibility for Ontarians with Disabilities Act).

27 211 Keyword Search Search the full 211 Ontario directory based on keyword (like Google) Narrow your searches based on location or best match View results in either list or map view Easily search and view results on a phone, tablet or desktop

28 211 Topic Search Search for community resources by browsing through 120 topics Narrow your searches based on location or best match View results in either list or map view Topics are updated on a regular basis Community resource data is updated several times each day

29 211 Search Results (List and Map View) View results in either list view (right) or map view (below) Filter results on distance to you, or best match

30 211 Service Listing Details View details on community resources easily on any device Share, or Print information on resources Navigate resources using the breadcrumb menu

31 Embed 211 Search in Your Site Embed the 211 Ontario keyword and topic search in your own site, ensuring Ontarians can access community resources online from anywhere Select from 120 topics and any location Generate the code snippet, and simply add to your site (just like embedding a YouTube video)

32 211 Navigation and Blog Read our blog that includes interesting articles on a range of topics Sign up for our newsletter to stay on top of 211 news

33 Suggest and Edit Listings Suggest a new listing to 211 Submit edits to current listing Context sensitive help

34 Order Free 211 Promotional Materials Order free 211 promotional materials, including: posters, bookmarks, caller stories, and a whole lot more

35 Promote Public Benefit Messages Promote public service announcements and messages from the public benefits sector Amplify messages within 211 social media channels

36 211 Online Search Architecture HSDS schema integrated into icarol database icarol HSDS Charity Logic Ontario 211 Services subscribes to icarol HSDS replication service SUBSCRIBE HSDS tables replicated to 211 Ontario database hosted in Azure Azure Search indexer connects to Azure SQL database to index resources Azure Web App abstracts away complexity of HTTP calls & JSON payload 211 Ontario website calls RESTful API for topics and keyword searches 211Ontario.ca responsive design website (includes YouTube-like embed code for embedding Search Widget in external sites) Azure SQL Database Azure Search HSDS Azure Web App (RESTful API) HTTP / JSON INDEXER 211 Ontario AZURE SEARCH API (REST SERVICES) 211 Ontario public 211 Ontario website MOBILE-FIRST SEARCH WIDGET CONTENT MGT

37 211 Online Data Model (HSDS+) Open Referral AIRS Linked Data icarol HSDS+

38 icarol Categories Map to 211 Topics icarol: Custom Categories 211 Ontario Website: Topics

39 Open (Shared) Data 39

40 Announcing 211 Ontario API Easy access to the 211 Ontario resource directory data Enable developers to query the 211 resource directory and fine tune results Data returned for presentation in apps, websites and LoB systems Trial and Production versions Same API used by

41 211 API Build Apps and Websites 14 API operations Multiple parameters to control data returned, including location, topic, subtopic, organizations Control # results and paging Open standards Automated code generation for developers Full documentation

42 DEMO (BI, 211 Online, API) 42

43 Q&A AIRS Conference May 22, 2017 Tampa, Florida Andrew Benson, Toronto, Canada 43