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311 Los angeles

311 Los angeles

311 Los Angeles

A peaceful Mexican-American church turned fiery battleground when a homophobic arsonist torched it in 1966. Now known as the Watts Towers, it is an impossible-to-ignore testament to the relationship between art and politics. Opened in 1965, the Watts Towers were a metaphor for the social unrest of 60’s Los Angeles, with over three thousand pieces of wrought

CITY

This app is just okay. If the city would go out and let someone professionally work on it, this app could be amazing and incredibly helpful to cleaning up and fixing issues in this city. I have gotten a handful of things taken care of over the last year that I’ve reported but the map is a mess and sometimes it’s just a nightmare to pinpoint the location that need aid. The best results I’ve had with this app are for trash pickup. And there are plenty of requests to be made with the massive heaps of trash all over this city because apparently the city of Los Angeles is one giant dumpster to its inhabitants.

With the MyLA311 app, City information and services are just a few taps away. Use the app to quickly and easily request the City's most popular services, including graffiti removal, pothole repair, and bulky-item pickup. Other features include access to the City Services knowledge base, map of nearby City facilities, City Social Media feeds, and more. Requests are assigned to the corresponding City Department based on the type of service request entered. The time to fulfill the request varies depending on the service request type, priority, and the volume of requests being handled by the assigned department (Source: www.lacity.org)

LOS

The City of Los Angeles’s veteran 311 service request systems, which connect requests for city services to the appropriate departments, clearly demonstrate the challenges that result from such silos. The service request systems in each department were designed with the department’s needs in mind, rather than cross-departmental service delivery operations. The four systems were custom built and designed before APIs and system interoperability were required features, leading to completely independent systems that were unable to exchange information. City officials looking for service request information to improve performance would have to contact each department individually, as there was no central database from which to pull information. As the city adapted to new technological trends — central call centers (311), mobile apps, and open data — the legacy systems’ antiquated architecture endured, becoming the primary obstruction to innovation.

Recognizing the essential role that the 311 service center plays in improving livability, Los Angeles recently modernized its 311 system, MyLA311, by consolidating four key service management systems into one integrated whole. For the first time, residents, civic hackers, and city departments can access all requests and status updates in one place. This is no small feat; the process included an extensive overhaul that required cross-departmental cooperation and sophisticated engineering to complete. (Source: datasmart.ash.harvard.edu)

SERVICE

The Los Angeles Mayor’s Office and the Information Technology Agency (ITA) led the centralization effort and convened a steering committee comprised of LA Sanitation, the Bureau of Street Services, the Bureau of Street Lighting, the Board of Public Works, the Chief Administrative Officer, and council representatives. The Mayor’s Office for Budget and Innovation, including former Chief Technology Officer Peter Marx, led the effort with the goal of increasing efficiency by addressing the technical hurdles that slowed service delivery. The committee met regularly for three years to bring the project to fruition and ensure a smooth migration to the new system. The project centered on integrating the departments’ disparate systems into one central repository and simultaneously creating tools to increase accessibility for back-end users (departments). ‘The new system enables real-time field-level data management that allows tickets to be updated and closed in the field,” explained Eduardo Magos, an ITA senior systems analyst who led the modernization project.

Nearly two decades after creating the 311 call center, the City must look ahead to the next 20 years and strive to create a new plan that overhauls how the City engages with Angelenos to meet their evolving communication and customer service needs. Doing so will require overcoming institutional resistance from departments to work cooperatively and closely with 311 and achieve what other cities have. My report recommends that City policy makers should: (Source: lacontroller.org)

 

 

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