An overview of the Open311 standard, where it's been, where it is, and where it may be headed. See http://open311.org for more information.

1. Open311 Webinar
Philip Ashlock | Open311.org | March 2012

3. Open311
OpenBlock
PlanningPress

4. Open311
An open communication standard for
public services & local government

5. 911 for Emergency Action
311 for Emergent Action

7. Illustration: Pitch Interactive
Appeared in “What a Hundred Million Calls to 311 Reveal About New York” by Steven Johnson in Wired Magazine

9. Wedding Open Source to Government
Service Delivery
http://eaves.ca/2009/02/25/wedding-open-source-to-government-service-delivery/

10. The Civic Long Tail

11. Public bug trackers for real world problems

14. Some Recent History

27. Reinventing the Wheel
Does every city need its
own app?
Boston NYC Portland Pittsburgh

31. Washington D.C. Open 311 API
Launches in Summer 2009

32. Benefits of an Open Standard
Interoperability
Shareability
Consistency
Ubiquity
Efficiency

33. API
government
industry
Distributed innovation
API
citizen API

37. Open311
GeoReport v2
Established March 2011

38. Vancouver
Seattle Edmonton
Portland Southampton
Toronto Barnet
Grand Rapids Boston
New Haven
San Francisco New York City
Chicago
Bloomington Philadelphia
Baltimore
St Louis Washington D.C.
Tuscon
New Orleans
Houston
Miami
Dominican
See http://wiki.open311.org/GeoReport_v2/Servers
Republic

39. A. Location to API Endpoint Mapping
If no URI found, it could warn
The app tries to determine which
GeoWebDNS or LoST user and allow for fall back to
API endpoint to use for the Adhoc Service
adhoc service or manual API
current location. If found, URI is
setting
returned
City or Jurisdiction
B. Service Discovery
1. Check for available APIs Service Discovery
2. Returns API version & endpoint
Open311
C. Open311 GeoReport v2 API
SR Agency
Open311 Client App 1. Get service types
2. Return services/definitions
Open311
3. Submit report
SR Agency
Open311 API
4. Return request ID to track status
CRM
- wait a few days -
5. Get status of ID
Open311
6. Return current status SR Agency
Other apps can see
Open311
and track too SR Agency
Apps can interact with
multiple endpoints
API
City or Jurisdiction
Open311 Client App
One Open311 CRM can also
redirect requests to another.
discovery
Routing can be done
SR Agency
Open311 API
internally and externally
CRM
& workflow Apps can interact with
multiple endpoints
SR Agency

40. Open311 GeoReport v2 Stats
~35 city endpoints
~10 independent implementations
~ 8 vendor supported products
~ 5 open source servers
~ 4 open source clients
~ 5 client libraries
For details see:
http://wiki.open311.org/GeoReport_v2/Servers
http://wiki.open311.org/GeoReport_v2/Support
http://wiki.open311.org/GeoReport_v2/Resources

42. Open311
Open Source
wiki.open311.org/Open_Source

45. Open311 Dashboard

46. Open311 Facebook App

47. Open311 on Joget

53. The Civic Network?

54. A National 311 API?

56. Telephone & SMS Accessibility from a web API?

58. Looking Ahead

59. Needs
• Improved docs (eg iodocs)
• Validator

60. Future
• GeoReport 2.x & 3
• Other APIs

61. Inquiry API

65. Asynchronous Inquiry
with Status?

68. What if anyone could answer?

70. Patterns of Interaction
Issue Report: Request / Report
Inquiry: Ask / Search
Ideation: Answer / Suggest
wiki.civiccommons.org/Collaboration_Platforms

78. Unify these interactions?

81. Thanks!

82. Open311
www.open311.org
www.OpenPlans.org
Philip Ashlock phil@openplans.org civiccommons.org