Today I moderated a session at the Code for America Summit. Here’s the session description:
Open311 technologies report and track non-emergency issues in public spaces, allowing citizens to communicate to their governments, and governments to respond to their citizens more effectively. And while 311 websites, apps, and even chatbots are now common in cities and towns across the country, the user experience, service design, and agile delivery of these systems is far from a solved problem. Because of their wide reach and high visibility, 311 systems can be great opportunities to show how user-centered, agile methods improve service delivery. But, because of their scale, you’re likely going to have to deal with procurement, major enterprise systems, and cross-departmental change management to get anything done. In this panel, we’ll talk about common challenges and inspiring successes from 311 systems across the country and the world. We’ll talk about all the gory, crucial details that don’t get included in the press releases and blog posts, with peers who have been through it all.
- LaWanda Crayton, Project Manager, City of Chicago Department of Innovation & Technology
- Michelle Thong, Digital Services Lead, City of San Jose
- Kristen Tonga, Majifix
- Dan O’Neil, Principal, Civic Operator
