City of Boston

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Commitment to Innovation. Innovation is a Mayoral PriorityHistory of Innovation in BostonOrganizational SupportCIOChief of StaffChief of PartnershipsMayor's Office of New Urban MechanicsInnovation is core to City operations. Citizens Connect Goals. CRM as a platform for InnovationBe where

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City of Boston

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1. City of Boston

2. Commitment to Innovation Innovation is a Mayoral Priority History of Innovation in Boston Organizational Support CIO Chief of Staff Chief of Partnerships Mayorís Office of New Urban Mechanics Innovation is core to City operations

3. Citizens Connect Goals CRM as a platform for Innovation Be where your constituents are Consumer electronics is driving expectations Create a best-of-breed app CitizenSourcing

4. The iPhone App

5. Original Concept

6. Map / List

7. New Report

8. Add Photo

9. Set Location

10. Submit Report

11. Track Detail

12. Call Hotline

13. The Project

14. Boston Innovation Process Tap into core assets as sources of innovation Find new ways to partner with vendors Small, agile team Beta test and gather feedback Iterate If it works, figure out how to scale it

15. Rapid Development Process

16. Brief History CRM hardening (Mar, 2009) There (should) be an app for that The MIT Media Lab Connection The Pitch The Dream team Distributed project management Beta testers, please! The Mayor wants an iPhone (Oct 2009)

17. Phase 1 (4wks) Idea Assemble team Prototype Phase 2 (8wks) Features Integration Beta 1 Project Iterations

18. Key Success Factors Top level commitment (Mayor, CIO) Available MIS resource experts Dev partners (Connected Bits, Lagan) Early feedback (workers, citizens) Team coordination, shared vision Short, focused dev/release cycles Coordinated marketing, PR

19. Integration Requirements 8 Lagan web service calls Lookup user Create user Create interaction Lookup location Business logic Translate GPS coords into address Pothole cases assigned to district (10)

20. Integration Development CRM integration service (Lagan) Template web service wrapper Business logic, internal CRM calls One web service per case type Pothole Graffiti Streetlight Out Other

21. Client & Server Development iPhone client (Connected Bits) Communicates with Report Server Report Server (Connected Bits) 2-way CRM information exchange via integration web service calls Manages mobile notifications Security, scalability Leveraged existing platform code

22. Hardware Resources Two virtual servers for Report Server 1 Development / Staging 1 Production Opened necessary ports on firewall

23. Network Diagram

24. Adoption First three months Over 3,000 downloads Over 700 service requests Virtually no downtime Interest from other municipalities

25. Feedback Future development driven by constituent feedback Ė true citizen engagement

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