Citizen Support Online - Citizens and Council Joined with a click

CITIZEN SUPPORT ONLINE

CITIZENS AND COUNCIL JOINED WITH A CLICK

Rui Menezes,
C.M. LOULÉ | DAT | DPIG
rui.menezes@cm-loule.pt
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Note:
This work was originally presented in portuguese, at
the Portuguese ESRI User Conference 2013. This
version was translated and adapted to english
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AGENDA

I. INTRODUCTION
II. OBJECTIVES
III. METHODOLOGY
IV. RESULTS
V. CONCLUSIONS

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NO T C UD ORT N .I
I
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 What is Citizen Support Online?
Any citizen may submit to the Municipality of Loulé
information or requests which are automatically directed to
the respective services. Following each application, the
respective service will respond to the citizen by e-mail,
confirming the receipt of the information or request.
 Currently, the Citizen Support Online considers 6 areas,
including a total of 22 types of requests/information, both
in Portuguese and English.
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NO T C UD ORT N .I
I
I


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NO T C UD ORT N .I
I
I


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 How to bring closer Citizens and Municipality

SE V TEJ B O.II
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 How to respond faster and more effectively to
citizens
 How to minimize the steps in the process
 How to continue the process of administrative
modernization that has taken place in recent years
 How to help foreign residents

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SE V TEJ B O.II
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 Allow citizens to register requests quickly and
intuitively in a non-technical GIS platform

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 Registration of request/information in various areas:

SE V TEJ B O.II
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Environment
Street Lightning
Municipal Solid Waste
Mains Water and Sewerage
Road Network
Other matters
 The responsible for the unit automatically receives an email
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Additional information available
Street lights
Children Playground

SE V TEJ B O.II
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Parks
Solid waste containers
Edible oil containers
Used clothing containers
 Intuitive, clean and fast interface
• ArcGIS Viewer for Flex
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1. Definition of areas and types of requests
2. Data model definition

O OD OHTE MIII
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3. Authoring maps and web services
4. Developing scripts for email delivery
5. Web application configuration
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Environment

O OD OHTE MIII
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Gardens
Pavement embedded trees
Children Playgrounds
Urban Furniture
Containers for edible oil
Containers for used clothing

Street Lightning
Damaged lighting columns
Fused bulbs
Eliminate / remove street lamp
New lamp (on existing post)

Other matters
Miscellaneous information

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Municipal Solid Waste

O OD OHTE MIII
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Overflowing containers
Cleansing of containers
Paper Bins
Collection of deadstock
Placement of Containers

Mains Water and Sewerage
Sewerage Blockages
Rupture of piping
Lids / Grilles

Road Network
Accessibility / Reduced mobility
Maintenance of public roads
Traffic signs

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2. Data model definition

O OD OHTE MIII
L
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 Define geographic entities - Feature Classes - needed
for the registration procedure and the definition of an
archive
• 12 entities (6 for registration and 6 for archive)
 Define needed attributes
• Identifiction and contacts (Name, Email, etc.)
• Type of request
• Request status (Received, Replied , etc.)
• Date (Reception, Reply, Finalization)
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3. Authoring maps and web services
 Authoring maps

O OD OHTE MIII
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• Symbols
• Consistency
 Web services
• Registration
• Additional information
• Base maps (Bing Maps)

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 Define scripts (SQL) for automatic answer

O OD OHTE MIII
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• Send email when a new record is added

• Add a direct link to an a Web GIS application where the
request is manage

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O OD OHTE MIII
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• The technician/manager responsible for the request
automatically receives an email to follow up the process

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O OD OHTE MIII
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Note: Requests are managed in specific GIS Web applications

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 Base maps

O OD OHTE MIII
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 Operational layers

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 Tools configuration examples

O OD OHTE MIII
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Edit tool

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 Tools configuration examples

O OD OHTE MIII
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Locate

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STL USE R. V
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The application…

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STL USE R. V
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 Easily find: Parishes, Address, Coordinates

 Regist requests.

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STL USE R. V
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 Help files: General, Registration e Types

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STL USE R. V
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 Available on the municipal website

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 What to improve:
• Develop tools to access statistics and request status

S NO S U C NOC. v
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• More areas, more requests
• Possible integration with other municipal applications

http://cantino.cm-loule.pt/apoiomunicipeonline/index.html

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 The best review: the citizens feedback
Thank you for your cooperation and speed of service

S NO S U C NOC. v
I L

I'm very impressed! The situation was resolved today.
Congratulations!
On behalf of the local population, we appreciate the
measure taken
This initiative deserves the applause of the citizens of Loulé
A project very well prepared and published in a comprehensive
manner. A new technology that greatly facilitates the contact.
Another major contribution of the Municipality of Loulé
towards the future.
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Rui Menezes
C.M. LOULÉ | D.A.T. | D.P.I.G.

Final Note:
For further information please contact me by email (
rui.menezes@cm-loule.pt or ruimenez@gmail.com)

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Citizen Support Online - Citizens and Council Joined with a click

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