{"id":379611,"date":"2020-11-03T19:59:05","date_gmt":"2020-11-04T03:59:05","guid":{"rendered":"https:\/\/www.esri.com\/about\/newsroom\/?post_type=arcnews&#038;p=379611"},"modified":"2020-11-03T16:48:31","modified_gmt":"2020-11-04T00:48:31","slug":"sacramentos-revamped-311-system-uses-groundbreaking-location-analytics","status":"publish","type":"arcnews","link":"https:\/\/www.esri.com\/about\/newsroom\/arcnews\/sacramentos-revamped-311-system-uses-groundbreaking-location-analytics","title":{"rendered":"Sacramento\u2019s Revamped 311 System Uses Groundbreaking Location Analytics"},"author":6921,"featured_media":0,"menu_order":0,"template":"","format":"standard","meta":{"_acf_changed":false,"sync_status":"","episode_type":"","audio_file":"","castos_file_data":"","podmotor_file_id":"","cover_image":"","cover_image_id":"","duration":"","filesize":"","filesize_raw":"","date_recorded":"","explicit":"","block":"","itunes_episode_number":"","itunes_title":"","itunes_season_number":"","itunes_episode_type":"","_links_to":"","_links_to_target":""},"categories":[401,369792,691],"tags":[454361,164992,301,311,277492],"arcnews_issues":[472031],"class_list":["post-379611","arcnews","type-arcnews","status-publish","format-standard","hentry","category-government","category-location-intelligence","category-smart-communities","tag-454361","tag-city-government","tag-community","tag-data-driven","tag-geographic-understanding","arcnews_issues-fall-2020","arcnews_sections-your-work"],"acf":{"short_description":"The new system employs GIS to route 311 requests, provide real-time updates to the public, and share geospatial data among departments.","pdf":{"host_remotely":false,"file":"","file_url":""},"flexible_content":[{"acf_fc_layout":"content","content":"For many Americans, including Californians, the city of Sacramento is primarily the location of California\u2019s statehouse. For Sacramento\u2019s residents, it is a thriving city in its own right\u2014by some metrics, the fourth most ethnically diverse city in the United States.\r\n\r\nWhat the city\u2019s varied communities have in common is a high engagement with Sacramento\u2019s 311 service. In any year, the service logs around 500,000 different interactions\u2014or one for every Sacramento resident.\r\n\r\nSince Sacramento launched the 311 service in 2008, the city has maintained an ambitious conception of what the program should achieve. While most large- or medium-sized cities maintain a 311 program, many of them are structured as adjunct city agencies that perform a kind of ombudsman role. In Sacramento, however, 311 is conceived of as a civic connective tissue, a digital hub that links many city departments.\r\n\r\n\u201cIt\u2019s the front door to Sacramento,\u201d said Maria MacGunigal, the city\u2019s chief information officer (CIO), \u201cthe highest touch point for all the interactions the city has with the community.\u201d\r\n<h2>A Uniquely Expansive 311<\/h2>\r\nIn 2013, soon after MacGunigal accepted the job of Sacramento\u2019s CIO, 311 was placed under her purview.\r\n\r\n\u201cThat isn\u2019t typical for a city\u2019s IT department, but the 311 system was struggling under heavy demand,\u201d she said. Much of the challenge involved the ambitious scope of Sacramento\u2019s 311 program, which for many years has used GIS to route requests.\r\n\r\n\u201cWe\u2019ve always had a back end ArcGIS Server that supported geocoding and some overlay values,\u201d said Dara O\u2019Beirne, the city\u2019s GIS developer. \u201cWhenever someone submits a ticket and enters an address into the interface, it validates against our internal geocoder to ensure that it actually is a valid address within the city of Sacramento. Then it conducts an overlay and pulls attribute information from 35 different layers, such as the correct council district or police beat.\u201d"},{"acf_fc_layout":"image","image":379601,"image_position":"center","orientation":"horizontal","hyperlink":""},{"acf_fc_layout":"content","content":"A report of a stray dog, for example, would automatically note the relevant animal care district and notify animal care officers in the area. The ticket also generates automatic updates on the problem for the public and any agencies involved.\r\n\r\n\u201cRight now, that\u2019s occurring from Salesforce, through our firewall, and into the ArcGIS Server,\u201d O\u2019Beirne explained.\r\n\r\n\u201cMost cities don\u2019t have that kind of back end integration through all those business lines,\u201d MacGunigal added. \u201cIt doesn\u2019t have nearly as much of an impact on the community if we\u2019re just taking notes and handing off the requests.\u201d\r\n<h2>Broadening the Scope<\/h2>\r\nWhen MacGunigal was tasked with overhauling Sacramento\u2019s 311, she wanted to broaden the program\u2019s scope even further so it would eventually become \u201ca foundation upon which we can build all other portal access to the public,\u201d she said. That meant retaining the system\u2019s GIS-enabled back end while also using GIS to improve the real-time interface. With the new setup, 311 users interact with maps, via Salesforce, that are built using ArcGIS API for JavaScript.\r\n\r\nConsider that stray dog. The first person to report it will see the ticket displayed on the map. If someone else sees the dog and logs on to 311 a few seconds later, that person will see the same ticket and realize there\u2019s no need to report it.\r\n\r\n\u201cManaging multiple reports [of the same issue or incident] was one of the challenges we were trying to overcome with this integration between Salesforce and ArcGIS Online,\u201d O\u2019Beirne said. \u201cAs soon as someone submits the ticket, it goes to ArcGIS Online so it\u2019ll be reflected on the map. The next person can see the same incident at the same location. If they click on it, they open the ticket in Salesforce to find out more information.\u201d\r\n\r\nPeople can even \u201cfollow\u201d the ticket to receive notifications when updated information is added to the ticket.\r\n\r\n\u201cIt\u2019s a more encompassing experience for the user,\u201d O\u2019Beirne said.\r\n\r\nThe system also helps city agencies better serve their constituents. \u201cWe now have data from GIS maps and layers, and we take the Salesforce data and start building dashboards around it,\u201d said Ivan Castellanos, Sacramento\u2019s 311 manager. \u201cThere\u2019s even more value in the data now because it can be used to help various city departments drive their strategies and make data-driven decisions.\u201d\r\n<h2>The Final Challenge<\/h2>\r\n\u201cFrom my perspective, one of the most important aspects of this implementation is not that any one of the components of the GIS integration is brand new, but that they\u2019re as comprehensive as they are across all the different levels of integration with the map or with the geography,\u201d MacGunigal said. \u201cFor example, the idea that you would try to geographically understand if something had already existed or it had already been reported has been around for a long time, but we just used to do it mathematically. We didn\u2019t actually use GIS. We used an approximation of what might be in proximity, but it became so burdensome in the system that we actually removed it at one point. So the concept was there, but the full implementation wasn\u2019t quite there until now.\u201d\r\n\r\n\u201cI think at the beginning of the project it was difficult because it was a completely unknown endeavor,\u201d O\u2019Beirne said. \u201cThere weren\u2019t that many people out there who had already done this. There were one or two other cities, but not to the level that we were trying to implement.\u201d\r\n\r\nThe final challenge was unexpected. When California\u2019s governor, Gavin Newsom, issued the state\u2019s first stay-at-home order in response to the coronavirus disease 2019 (COVID-19) crisis, MacGunigal\u2019s team was nearing the end of several months of planning for the 311 transition. After all the work they\u2019d put in, was the effort to push the project over the finish line while the team was scattered worth jeopardizing it?\r\n\r\nMacGunigal chose to power through. The new 311 debuted on April 15, a mere month behind schedule. All feedback suggested that any hiccups, inevitable in this kind of launch, were minor.\r\n\r\nThe new technology worked so well that the team was able to surmount an unforeseen hurdle. Operators trained to answer calls in the 311 call center were among city employees who had been sent home. In addition to launching the new system remotely, the team also had to figure out how to make the 311 call center function remotely, a daunting task made simpler by the cloud-based architecture of Salesforce and ArcGIS Online.\r\n\r\n\u201cIt\u2019s not unheard of in the private sector to have call centers that have a lot of distributed locations, whether that\u2019s at people\u2019s homes or just multiple locations for call taking, but we\u2019re one of the first public agencies to have a mostly remote call center,\u201d MacGunigal said. \u201cEveryone was remote\u2014the development team, the GIS team, the infrastructure team\u2014and we pulled it off without a hitch. So that was pretty awesome.\u201d"}],"references":null},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.9 (Yoast SEO v25.9) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Sacramento\u2019s Revamped 311 System Uses Groundbreaking Location Analytics | ArcNews | Fall 2020<\/title>\n<meta name=\"description\" content=\"The new system employs GIS to route 311 requests, provide real-time updates to the public, and share geospatial data among departments.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.esri.com\/about\/newsroom\/arcnews\/sacramentos-revamped-311-system-uses-groundbreaking-location-analytics\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Sacramento\u2019s Revamped 311 System Uses Groundbreaking Location Analytics 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