1. Future Everything
Jaakko Rajaniemi
City of Helsinki
Manchester, 22.03.2012

2. One year ago …
Typically no standards available
Civil servants don’t follow
what’s happening elsewhere
“We can do better interface”
Own feedback interface
?

3. Why Open311?
• Because of all the open interface benefits
– More apps and services for citizens
• Because of improvements to the current state
– Image + Location
• Because Open311 > own feedback interface
– Even more apps, tools, experts, companies, cities,
knowledge ….

4. Open311 pilot started 19.2.2013!

5. “The fence is broken at the
square next to the railway
station.”
Citizen reports an issue

6. Status: Received

7. “The fence is broken at the
square next to the railway
station.”
Moved to the City’s customer service.
Automatic response sent to the
citizen:
“Public works department fixes
similar issues on average in 5
days.”
Status: In Process

8. “The fence is broken at the
square next to the railway
station.”
Public works department
decides to fix this issue
Status: Being fixed

9. “The fence is broken at the
square next to the railway
station.”
Tähän palauteteksti Stara fiksaa
Ja status vastauksineen
Public works department fixes
the fence.
Issue has been fixed and a
notification is sent to the user.
Status: Fixed

10. “The fence is broken at the
square next to the railway
station.”
Issue has been fixed and a
notification is sent to the user.
“The issue you reported has
been fixed. “
Status: Fixed

11. Smart City SDK project, Helsinki pilot, WP3 Smart Participation
Open311 interface Internal interface
Metro.fi Local ASPA-feedback
Citizen Feedback core handling system
news site Helsinki
Sanoma Oyj Public works
department
Other services Education
Others apps Healthcare
Question/Answers

12. Learn from service request
Correct location

13. Learn from own actions
Source: Google streetview

14. Try to be more efficient
Issue report handling 1
Issue report handling 2
Issue report handling 3
• Potholes
Issue report handling 4
Issue report handling 5
Issue report handling 6
• Sanitation
Issue report handling 7
Issue report handling 8
Issue report handling 9
violation Issue report handling 10
Issue report handling 11
Issue report handling 12
• Traffic signs Issue report handling 13
Issue report handling 14
Issue report handling 15
• Info signs Issue report handling 16
Issue report handling 17
Issue report handling 18
• Parks Issue report handling 19
Issue report handling 20
Issue report handling 21
• Playgrounds Issue report handling 22
Issue report handling 23
Issue report handling 24
and sports Issue report handling 25
Issue report handling 26
parks Issue report handling 27
Issue report handling 28
Issue report handling 29
• Forest Issue report handling 30
Issue report handling 30
Issue report handling 31
• Graffiti removal Issue report handling 32
Issue report handling 33
Issue report handling 34
• Other Issue report handling 35
Issue report handling 36
Issue report handling 37
Issue report handling 38
Issue report handling 39
Issue report handling 40
Issue report handling 41
Issue report handling 42
Issue report handling 43

15. Thanks!
Jaakko.Rajaniemi@hel.fi
City of Helsinki
@jaakko