detroit implementation and internal buy-in
TRANSCRIPT
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Detroit, Michigan
SeeClickFix SummitSeptember 14-15, 2016
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Citizen Engagement in Detroit
• Prior to Improve Detroit• Where were we?
• Improve Detroit’s Story• How did we get from there to here?
• Improve Detroit’s Current State• Where are we now?
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Genesis of Improve Detroit
• Resurrecting 311?
• Enter SeeClickFix
• Quality of Life Funding / Business Case
• Administration and Council Approvals
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Approval Process Challenges
• The Digital Divide
• “Where’s the oversight?”
• “This is extra work.”
• “It’s just an electronic complaint line.”
• “We will have to use two systems.”
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How did we deliver news about the change?
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Who wants to be first?
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Analyzing the Current Process
• Approach / Messaging • Introducing the concept • Staff have improvement ideas. Have they ever been asked?
• Do they currently have a process that works with high reliability?• Is it easy for the staff to do the right thing?• Do we rely on having enough time?• Do we rely on people’s memories?
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Value Stream Map
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Is there an easier way?
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Process Re-Engineering
• Process Planning• Visual process representation • Involving SMEs • Internalizing new roles and responsibilities • Focus on benefits
• Handling exceptions
• How to escalate
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Process Visualization & Staff Education
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Embracing the New Process
• Do staff understand their role and responsibilities?
• Do they know how to handle exceptions? • Where to go for help?
• Check back in• Address questions and concerns. • Is the escalation path working?
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Change Management
• Deliberate Roll Out• One service at a time (iterative)
• Internal Adoption • Early adopters vs. “wait and see” approach
• Drumming Up Internal Support• Ambassador Program
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Forestry
Traffic Signals
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Graffiti
Illegal Dumping
Abandoned Vehicles
Potholes
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Ambassador Program
• Asked for volunteers• Six breakfast sessions
• General information • App download • Brief tutorial
• 7 issues were live at the time • 47 volunteers • Survey after six weeks of use • Process tweaks based upon feedback
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Improve Detroit Today
• Soft Go-Live October 2014
• Public Go Live April 2015
• Downloads as of August 31, 2016 13,674
• Issues Reported as of August 31, 2016 53,976
• 16 Public Issues
• 2 Internal Issues
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Tree Issues
Running Water in Vacant Structure
Street Sign Issues
Abandoned Vehicles
Potholes
Traffic Signals Clogged Street Drains
Citizen Photos Submitted via Improve Detroit
Illegal Dumping
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Current Issues • Clogged Street Drains • Illegal Dumping / Illegal Dump Sites
• Fire Hydrant Issues • Potholes
• Water Running in an Abandoned Home or Building
• Residential Snow Removal Issue
• Broken Water Main • Traffic Sign Issue
• Manhole Cover Issue • Traffic Signal Issue
• Curbside Solid Waste Issue • Tree Issue
• New LED Street Light Out • Dead Animal Removal
• Abandoned Vehicle • Street Light Pole Down
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Questions?