Detroit Implementation and Internal Buy-In

Detroit, Michigan

SeeClickFix SummitSeptember 14-15, 2016

Citizen Engagement in Detroit

• Prior to Improve Detroit• Where were we?

• Improve Detroit’s Story• How did we get from there to here?

• Improve Detroit’s Current State• Where are we now?

Genesis of Improve Detroit

• Resurrecting 311?

• Enter SeeClickFix

• Quality of Life Funding / Business Case

• Administration and Council Approvals

Approval Process Challenges

• The Digital Divide

• “Where’s the oversight?”

• “This is extra work.”

• “It’s just an electronic complaint line.”

• “We will have to use two systems.”

How did we deliver news about the change?

Who wants to be first?

Analyzing the Current Process

• Approach / Messaging • Introducing the concept • Staff have improvement ideas. Have they ever been asked?

• Do they currently have a process that works with high reliability?• Is it easy for the staff to do the right thing?• Do we rely on having enough time?• Do we rely on people’s memories?

Value Stream Map

Is there an easier way?

Process Re-Engineering

• Process Planning• Visual process representation • Involving SMEs • Internalizing new roles and responsibilities • Focus on benefits

• Handling exceptions

• How to escalate

Process Visualization & Staff Education

Embracing the New Process

• Do staff understand their role and responsibilities?

• Do they know how to handle exceptions? • Where to go for help?

• Check back in• Address questions and concerns. • Is the escalation path working?

Change Management

• Deliberate Roll Out• One service at a time (iterative)

• Internal Adoption • Early adopters vs. “wait and see” approach

• Drumming Up Internal Support• Ambassador Program

Forestry

Traffic Signals

Graffiti

Illegal Dumping

Abandoned Vehicles

Potholes

Ambassador Program

• Asked for volunteers• Six breakfast sessions

• General information • App download • Brief tutorial

• 7 issues were live at the time • 47 volunteers • Survey after six weeks of use • Process tweaks based upon feedback

Improve Detroit Today

• Soft Go-Live October 2014

• Public Go Live April 2015

• Downloads as of August 31, 2016 13,674

• Issues Reported as of August 31, 2016 53,976

• 16 Public Issues

• 2 Internal Issues

Tree Issues

Running Water in Vacant Structure

Street Sign Issues

Abandoned Vehicles

Potholes

Traffic Signals Clogged Street Drains

Citizen Photos Submitted via Improve Detroit

Illegal Dumping

Current Issues • Clogged Street Drains • Illegal Dumping / Illegal Dump Sites

• Fire Hydrant Issues • Potholes

• Water Running in an Abandoned Home or Building

• Residential Snow Removal Issue

• Broken Water Main • Traffic Sign Issue

• Manhole Cover Issue • Traffic Signal Issue

• Curbside Solid Waste Issue • Tree Issue

• New LED Street Light Out • Dead Animal Removal

• Abandoned Vehicle • Street Light Pole Down

Questions?