{"id":376201,"date":"2020-11-15T15:24:14","date_gmt":"2020-11-15T23:24:14","guid":{"rendered":"https:\/\/www.esri.com\/about\/newsroom\/?post_type=arcwatch&p=376201"},"modified":"2020-11-17T10:00:55","modified_gmt":"2020-11-17T18:00:55","slug":"on-call","status":"publish","type":"arcwatch","link":"https:\/\/www.esri.com\/about\/newsroom\/arcwatch\/on-call","title":{"rendered":"On Call"},"content":{"rendered":"","protected":false},"author":1172,"featured_media":0,"menu_order":0,"template":"","format":"standard","meta":{"_acf_changed":false,"sync_status":"","episode_type":"","audio_file":"","podmotor_file_id":"","podmotor_episode_id":"","castos_file_data":"","cover_image":"","cover_image_id":"","duration":"","filesize":"","filesize_raw":"","date_recorded":"","explicit":"","block":"","itunes_episode_number":"","itunes_title":"","itunes_season_number":"","itunes_episode_type":"","footnotes":"","_links_to":"","_links_to_target":""},"categories":[10722,10392],"tags":[472091,163382,472101,472061],"arcwatch_issues":[471871],"class_list":["post-376201","arcwatch","type-arcwatch","status-publish","format-standard","hentry","category-arcgis-api-for-javascript","category-arcgis-online","tag-311-service","tag-arcgis-online","tag-sacramento-california","tag-salesforce","arcwatch_issues-december-2020","arcwatch_sections-the-headlines"],"acf":{"short_description":"The City of Sacramento integrated ArcGIS with Salesforce in its 311 system, giving users the ability to track the progress of incident reports.","pdf":{"host_remotely":false,"file":"","file_url":""},"flexible_content":[{"acf_fc_layout":"content","content":"The City of Sacramento\u2019s Revamped 311 System Uses Location Analytics to Better Serve Residents<\/strong>\r\n\r\nThe city of Sacramento is best known as California\u2019s state capital, where the governor, legislators, and many government employees conduct business. But for its residents, Sacramento is a thriving city in its own right \u00a0and\u2014by some metrics\u2014the fourth most ethnically diverse city in the United States.\r\n\r\nOne of the things the city\u2019s varied communities have in common is a high engagement with Sacramento\u2019s 311 service. 311 is a non-emergency government number that people can call to request general information and city services or report issues, including those related to animal control, code enforcement, parking, parks, homeless camps, solid waste, and streets.\r\n\r\nIn any given year, the 311 service logs around 500,000 different interactions\u2014or one for every Sacramento resident.\r\n\r\nWhile that number reflects a strong sense of community involvement, it also means the 311 system can become strained because of high usage. However by recently integrating ArcGIS Online<\/a> with Salesforce<\/a> so 311 users can see incidents on a map and track their progress toward a resolution, the city has been able to streamline the reporting process and reduce the number of redundant reports by residents. View the map<\/a> to see the latest reports and an advanced map<\/a> to get more details."},{"acf_fc_layout":"image","image":378951,"image_position":"center","orientation":"horizontal","hyperlink":""},{"acf_fc_layout":"content","content":"An Ambitious Idea<\/strong>\r\n\r\nSince Sacramento launched the 311 service in 2008, the city has been adamant about 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\u2014the highest touch point for all the interactions the city has with the community,\u201d said Maria MacGunigal, the city\u2019s chief information officer (CIO),\r\n\r\nThe 311 service was placed under MacGunigal\u2019s purview in 2013, shortly after she accepted the job as Sacramento\u2019s CIO. \u201cThat [role] isn\u2019t typical for a city\u2019s IT department, but the 311 system was struggling under heavy demand,\u201d MacGunigal said.\r\n\r\nMuch of the challenge involved the ambitious scope of Sacramento\u2019s 311 program, which has used GIS to route requests for many years.\r\n\r\n\u201cWe\u2019ve always had\u2026ArcGIS Server<\/a> [on the back end] 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\r\n\r\nA 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\u2026ArcGIS 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\r\nWhen MacGunigal was tasked with overhauling Sacramento\u2019s 311 service, 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<\/a>."},{"acf_fc_layout":"image","image":379021,"image_position":"left","orientation":"horizontal","hyperlink":""},{"acf_fc_layout":"content","content":"Consider that stray dog mentioned earlier. The first person to report it will see the ticket displayed on a map in ArcGIS Online. 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 \u201cfollow\u201d the ticket, receiving 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.\r\n\r\n\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\r\n "},{"acf_fc_layout":"image","image":378921,"image_position":"right","orientation":"horizontal","hyperlink":""},{"acf_fc_layout":"content","content":"The Final Challenge<\/strong>\r\n\r\nThe city of Sacramento is a pioneer in this type of ArcGIS Online and Salesforce integration for a 311 service.\r\n\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\nO\u2019Beirne says the work was difficult at first because Sacramento was among the first cities to attempt this type of project.\r\n\r\n\u201cThere weren\u2019t that many people out there who had already done this O\u2019Beirne said. \u201cThere 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 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?"},{"acf_fc_layout":"image","image":378811,"image_position":"left","orientation":"horizontal","hyperlink":""},{"acf_fc_layout":"content","content":"MacGunigal decided to power through. The new 311 debuted on April 15, 2020, only one 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\r\n\r\n "}],"references":null},"yoast_head":"\nOn Call<\/title>\n<meta name=\"description\" content=\"By integrating ArcGIS Online with Salesforce in its 311 system, the City of Sacramento, California, gives 311 users the ability to see reported incidents on a map and track their progress toward a resolution.\" \/>\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\/arcwatch\/on-call\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"On Call\" \/>\n<meta property=\"og:description\" content=\"By integrating ArcGIS Online with Salesforce in its 311 system, the City of Sacramento, California, gives 311 users the ability to see reported incidents on a map and track their progress toward a resolution.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.esri.com\/about\/newsroom\/arcwatch\/on-call\" \/>\n<meta property=\"og:site_name\" content=\"Esri\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/esrigis\/\" \/>\n<meta property=\"article:modified_time\" content=\"2020-11-17T18:00:55+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.esri.com\/about\/newsroom\/app\/uploads\/2020\/10\/sacramentoskyline-wide-1.jpg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:site\" content=\"@Esri\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\n\t \"@context\": \"https:\/\/schema.org\",\n\t \"@graph\": [\n\t {\n\t \"@type\": \"WebPage\",\n\t \"@id\": \"https:\/\/www.esri.com\/about\/newsroom\/arcwatch\/on-call\",\n\t \"url\": \"https:\/\/www.esri.com\/about\/newsroom\/arcwatch\/on-call\",\n\t \"name\": \"On Call\",\n\t \"isPartOf\": {\n\t \"@id\": \"https:\/\/www.esri.com\/about\/newsroom\/#website\"\n\t },\n\t \"datePublished\": \"2020-11-15T23:24:14+00:00\",\n\t \"dateModified\": \"2020-11-17T18:00:55+00:00\",\n\t \"description\": \"By integrating ArcGIS Online with Salesforce in its 311 system, the City of Sacramento, California, gives 311 users the ability to see reported incidents on a map and track their progress toward a resolution.\",\n\t \"breadcrumb\": {\n\t \"@id\": \"https:\/\/www.esri.com\/about\/newsroom\/arcwatch\/on-call#breadcrumb\"\n\t },\n\t \"inLanguage\": \"en-US\",\n\t \"potentialAction\": [\n\t {\n\t \"@type\": \"ReadAction\",\n\t \"target\": [\n\t \"https:\/\/www.esri.com\/about\/newsroom\/arcwatch\/on-call\"\n\t ]\n\t }\n\t ]\n\t },\n\t {\n\t \"@type\": \"BreadcrumbList\",\n\t \"@id\": \"https:\/\/www.esri.com\/about\/newsroom\/arcwatch\/on-call#breadcrumb\",\n\t \"itemListElement\": [\n\t {\n\t \"@type\": \"ListItem\",\n\t \"position\": 1,\n\t \"name\": \"Home\",\n\t \"item\": \"https:\/\/www.esri.com\/about\/newsroom\"\n\t },\n\t {\n\t \"@type\": \"ListItem\",\n\t \"position\": 2,\n\t \"name\": \"ArcWatch Articles\",\n\t \"item\": \"https:\/\/www.esri.com\/about\/newsroom\/arcwatch\"\n\t },\n\t {\n\t \"@type\": \"ListItem\",\n\t \"position\": 3,\n\t \"name\": \"On Call\"\n\t }\n\t ]\n\t },\n\t {\n\t \"@type\": \"WebSite\",\n\t \"@id\": \"https:\/\/www.esri.com\/about\/newsroom\/#website\",\n\t \"url\": \"https:\/\/www.esri.com\/about\/newsroom\/\",\n\t \"name\": \"Esri\",\n\t \"description\": \"Esri Newsroom\",\n\t \"potentialAction\": [\n\t {\n\t \"@type\": \"SearchAction\",\n\t \"target\": {\n\t \"@type\": \"EntryPoint\",\n\t \"urlTemplate\": \"https:\/\/www.esri.com\/about\/newsroom\/?s={search_term_string}\"\n\t },\n\t \"query-input\": {\n\t \"@type\": \"PropertyValueSpecification\",\n\t \"valueRequired\": true,\n\t \"valueName\": \"search_term_string\"\n\t }\n\t }\n\t ],\n\t \"inLanguage\": \"en-US\"\n\t },\n\t {\n\t \"@type\": \"Person\",\n\t \"@id\": \"https:\/\/www.esri.com\/about\/newsroom\/#\/schema\/person\/a808f3d3f9baab44de2533028998afe9\",\n\t \"name\": \"Carla Wheeler\",\n\t \"image\": {\n\t \"@type\": \"ImageObject\",\n\t \"inLanguage\": \"en-US\",\n\t \"@id\": \"https:\/\/www.esri.com\/about\/newsroom\/#\/schema\/person\/image\/\",\n\t \"url\": \"https:\/\/www.esri.com\/about\/newsroom\/app\/uploads\/2018\/08\/carla.jpeg\",\n\t \"contentUrl\": \"https:\/\/www.esri.com\/about\/newsroom\/app\/uploads\/2018\/08\/carla.jpeg\",\n\t \"caption\": \"Carla Wheeler\"\n\t },\n\t \"description\": \"Carla Wheeler is a former technology writer and editor at Esri and a former newspaper journalist. She graduated from the University of Minnesota with a Bachelor of Arts degree in journalism and political science. She was the previous editor of ArcWatch and worked with ArcGIS StoryMaps apps. Follow her on Twitter @gisjourno.\",\n\t \"url\": \"https:\/\/www.esri.com\/about\/newsroom\/author\/cwheeler\"\n\t }\n\t ]\n\t}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"On Call","description":"By integrating ArcGIS Online with Salesforce in its 311 system, the City of Sacramento, California, gives 311 users the ability to see reported incidents on a map and track their progress toward a resolution.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.esri.com\/about\/newsroom\/arcwatch\/on-call","og_locale":"en_US","og_type":"article","og_title":"On Call","og_description":"By integrating ArcGIS Online with Salesforce in its 311 system, the City of Sacramento, California, gives 311 users the ability to see reported incidents on a map and track their progress toward a resolution.","og_url":"https:\/\/www.esri.com\/about\/newsroom\/arcwatch\/on-call","og_site_name":"Esri","article_publisher":"https:\/\/www.facebook.com\/esrigis\/","article_modified_time":"2020-11-17T18:00:55+00:00","og_image":[{"url":"https:\/\/www.esri.com\/about\/newsroom\/app\/uploads\/2020\/10\/sacramentoskyline-wide-1.jpg","type":"","width":"","height":""}],"twitter_card":"summary_large_image","twitter_site":"@Esri","schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.esri.com\/about\/newsroom\/arcwatch\/on-call","url":"https:\/\/www.esri.com\/about\/newsroom\/arcwatch\/on-call","name":"On Call","isPartOf":{"@id":"https:\/\/www.esri.com\/about\/newsroom\/#website"},"datePublished":"2020-11-15T23:24:14+00:00","dateModified":"2020-11-17T18:00:55+00:00","description":"By integrating ArcGIS Online with Salesforce in its 311 system, the City of Sacramento, California, gives 311 users the ability to see reported incidents on a map and track their progress toward a resolution.","breadcrumb":{"@id":"https:\/\/www.esri.com\/about\/newsroom\/arcwatch\/on-call#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.esri.com\/about\/newsroom\/arcwatch\/on-call"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.esri.com\/about\/newsroom\/arcwatch\/on-call#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.esri.com\/about\/newsroom"},{"@type":"ListItem","position":2,"name":"ArcWatch Articles","item":"https:\/\/www.esri.com\/about\/newsroom\/arcwatch"},{"@type":"ListItem","position":3,"name":"On Call"}]},{"@type":"WebSite","@id":"https:\/\/www.esri.com\/about\/newsroom\/#website","url":"https:\/\/www.esri.com\/about\/newsroom\/","name":"Esri","description":"Esri Newsroom","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.esri.com\/about\/newsroom\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/www.esri.com\/about\/newsroom\/#\/schema\/person\/a808f3d3f9baab44de2533028998afe9","name":"Carla Wheeler","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.esri.com\/about\/newsroom\/#\/schema\/person\/image\/","url":"https:\/\/www.esri.com\/about\/newsroom\/app\/uploads\/2018\/08\/carla.jpeg","contentUrl":"https:\/\/www.esri.com\/about\/newsroom\/app\/uploads\/2018\/08\/carla.jpeg","caption":"Carla Wheeler"},"description":"Carla Wheeler is a former technology writer and editor at Esri and a former newspaper journalist. She graduated from the University of Minnesota with a Bachelor of Arts degree in journalism and political science. She was the previous editor of ArcWatch and worked with ArcGIS StoryMaps apps. Follow her on Twitter @gisjourno.","url":"https:\/\/www.esri.com\/about\/newsroom\/author\/cwheeler"}]}},"sort_order":"3","_links":{"self":[{"href":"https:\/\/www.esri.com\/about\/newsroom\/wp-json\/wp\/v2\/arcwatch\/376201","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.esri.com\/about\/newsroom\/wp-json\/wp\/v2\/arcwatch"}],"about":[{"href":"https:\/\/www.esri.com\/about\/newsroom\/wp-json\/wp\/v2\/types\/arcwatch"}],"author":[{"embeddable":true,"href":"https:\/\/www.esri.com\/about\/newsroom\/wp-json\/wp\/v2\/users\/1172"}],"version-history":[{"count":0,"href":"https:\/\/www.esri.com\/about\/newsroom\/wp-json\/wp\/v2\/arcwatch\/376201\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.esri.com\/about\/newsroom\/wp-json\/wp\/v2\/media?parent=376201"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.esri.com\/about\/newsroom\/wp-json\/wp\/v2\/categories?post=376201"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.esri.com\/about\/newsroom\/wp-json\/wp\/v2\/tags?post=376201"},{"taxonomy":"arcwatch_issues","embeddable":true,"href":"https:\/\/www.esri.com\/about\/newsroom\/wp-json\/wp\/v2\/arcwatch_issues?post=376201"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}