Project Overview Pilot Program for Potholes Seattle City E-Gov Consultants

Problem Summary The city of Seattle as many other cities have problems such as: –Potholes –Broken lights –Broken pipelines, etc Complaints take too long to be attended. The process to reach the responsible team to fix problems is inefficient.

How to win a taxpayer…

Options Considered Reduce the number of departments involved in a complaint by redesigning the structure. Create a call center that will attend complaints. Create a complaint center attended via internet

Proposed Solution Web page with a pilot program –With the objective of creating a complaint center, we consider it is better to start with a pilot program attending Potholes complaints.

Project Definition The Pilot Program for Potholes is a project that will enable the city to receive complaints about potholes reported by residents of the city, via internet.

Program Processes. Complaint report by residents Division of complaints by region Prioritization of complaints Send report to the Pothole team Fill potholes (Not part of the IT division) Receive “filled potholes” report from team Generate measurements Publicize measurements in web page

Costs & Benefits mechanics. Network hardware acquisition (All costs increase 5% each year) –4 personal desktops $4000 –1 laptop $4000 Training & Implementation –$100 day/person, 1 week, 15 people Data maintenance –$30000 x 25% Reduced risk –For purposes of benefits, we just consider the claims that were made after 48 hrs of the pothole report. –We estimate a total of 200 claims / year –Claims might cost between $ $5000, so in average it would be a total claim of Reduced time –Time of reporting complaint decreases from 10 to 3 min. –7 minutes saved of $18 / hour (11.6%) is $ 2.10 –We estimate that just 10% of reports become claims, so we estimate a total of 2,000 reports per year. This means (2000x2.10) $4,100 saved –(A Newspaper reported potholes filled in 3 years = 51,504 … 17,000/year)

Costs & Benefits mechanics.

Benefits. Operational –Increase easy access to public services –Reduce time of complaint process Strategic –Increase public confidence ! Financial –Achieve economies of scale –Reduction of costs –Savings for over $3,000,000 in present value

Assumptions/Obstacles/Risks Assumptions. –More than 80% of adults in the city have access to internet –Machines/equipment used to fix potholes is in perfect conditions Obstacles. –Internet Culture –Software & equipment will have short life expectancy (5 years) –Necessary to update software

Assumptions/Obstacles/Risks Risks. –People (staff) resistance –False reporting –Fast development of technology = short life of software

Schedule First year of operations. FOR MORE INFO... Contact consultants for detailed schedule (or other related documents) JanFebMarAprMayJunJulySepOctNovDec Design Training & Implementation Marketing

Recommendations Hire more qualified staff Acquire latest technology

Next Steps End of the year evaluation –Measure results –Compare results with initial objectives Periodic evaluations & Comparisons –During 5 years of the pilot program