Case study: City of Chicago - A New 'Day' for eGovernment

1 Copyright 2009 - City of Chicago Proprietary &

Confidential

Day Ignite October 2009

A New ‘Day’ for eChicago Doug Hurdelbrink, Deputy CIO

Dept of Innovation & Technology City of Chicago

2 Copyright 2009 - City of Chicago Proprietary & Confidential

Overview

City of Chicago – Enterprise Context Dept of Innovation & Technology City Website – Issues & Opportunities City Website – Design Solution City Website – Day Technology


Chicago – by the numbers Third largest city in the United States 227 square miles; 31 miles of lakefront 2.8 million residents; 1.1 million households 1.4 million registered vehicles; 700,000 buildings 500,000 parkway trees 200,000 street lights; 67,000 alley lights 2,700 signalized traffic intersections 2,000 miles of paved alleys 52,000 licensed businesses 20 Fortune 500 HQs Home of the 44th President


Chicago – Municipal Government

53 Elected Officials; 50 Wards Mayor, Clerk, Treasurer (Executive)

50 Aldermen and Alderwomen (Legislative)

“Sister” agencies include: Public Schools Park District

Housing Authority

Transit Authority


Chicago - Executive Branch

42 Departments Public-facing Depts

Public Safety - Police, Fire, OEMC

Community Services – 311, Health, Family Svcs, Library

Regulatory - Zoning, Business, Animal Care, Environment

Infrastructure – Streets & Sanitation, Transportation

Development - Community Development, Tourism

Public Services – Airports, Water Mgmt

Internal Service Depts HR, Budget, Finance, DoIT, Fleet, Law

33,000 Employees


Dept of Innovation & Technology

Enterprise Programs (COTS products) Commercial Off The Shelf software for HR, Finance, CRM, etc.

Software Development (custom products) External and Internal web applications & tools

Innovation Center Cross-Department & Non-traditional Initiatives

Technical Operations Desktops, Network, Data Center

Enterprise Architecture

Finance and Administration


eGovernment – Many Audiences

Residents Businesses Visitors News Media Vendors Job Seekers City Council Policy Makers

Property Owners Building Owners Developers Non-profits Foundations Community Orgs Other Govt Entities Many sub-segments

Copyright 2009 - City of Chicago Proprietary & Confidential 8


eChicago – Three Goals

Everything Online (Virtual City) Streamline Operations Innovate for Effectiveness


eChicago – Web Presence

Government Portal - www.cityofchicago.org Tourism Portal - www.explorechicago.org Custom Applications - webapps.cityofchicago.org


eChicago - Capabilities

City Services, Information & Programs Events + Travel & Leisure Attractions Searchable Online Databases Local Maps, Zoning & Geographic information Transactional Applications

Pay Water & Tax Bills Purchase Licenses & Permits File Legal Documents Request Municipal Services Etc.


eChicago - Technology

THEN (2003): Solaris OS BroadVision CMS BroadVision App Server Oracle DB Java

NOW (2009): Linux OS Day CMS WebLogic/JBOSS Oracle DB Java JEE


eChicago 2.0– Critical Success Factors

Success = Research + Design + Technology + Feedback/ “Feedforward”


Research

Interviews and Focus Groups with end users and stakeholders

What do people NEED? What do people WANT? What do people WISH FOR?


Research – Issues

TECHNOLOGY: BroadVision 7.x, Solaris STRUCTURE: Too Deep; many clicks to goodies PERFORMANCE: Response time & Capacity issues USABILITY: Content & Capabilities- vast but diffuse METAPHORS: Ineffective (User Type, City Dept) SEARCH: Search & Navigation often criticized CONVENIENCE: URLs not shareable (SessionIDs) VISUAL DESIGN: Concept & Design dates to 2002 COST: Expensive to host & support EXTENSIBILITY: Difficult to extend or enhance


Research – Goals

TECHNOLOGY: Simpler; Day + Linux STRUCTURE: Shallow; “two click” goal PERFORMANCE: One second response target USABILITY: Multiple paths to goal; field testing METAPHORS: Services, Audiences, Actions, Clusters SEARCH: Optimized for Findability CONVENIENCE: Simple site hierarchy VISUAL DESIGN: Contemporary, energized COST: Lower fixed & hosting costs EXTENSIBILITY: Out of the box tools vs. custom code PUBLISHING: Distributed authors; Editorial Board


Research – Strategic Themes

City Services – Central Focus ‘Global City’ Tailored Information, Multiple Pathways Facilitate Online Community Exceptional User Experience Fresh Content Easy, Improved Publishing


Design

It’s A Process It’s A Verb It’s A Noun


“Design Is Invisible

….Until It Fails” Bruce Mau

Massive Change


Scope Design - Content Model

What “Things” is the Site All About? Primary Entities/Data Objects Relationships Between Objects Attributes of Each Entity Logical Record Layouts, Field Fmts


Structural Design – Information Architecture

IA – the organization, structure and arrangement of site content that best enables users to satisfy their goals.


Skeleton Design – Wireframes & Templates


Surface Design – Visual Presentation


Design Process – Elements of User Experience

Jesse James Garrett http://www.jjg.net/elements/pdf/elements.pdf


System Design – Authoring System


System Design – Dialogs for Consistency

Content is entered in forms & dialogs to ensure consistent and valid content on the site.

A Rich Text Editor (tinyMCE) allows creative freedom within a consistent page layout.


The Present…


…And the Future


Technology – History with Day CQ

Internal Technology Pilot (2006, 4.1) External Usage - at Scale (2008, 4.2) Full Commitment (2009, 5.x)


Technology - Why Day?

CMS A Necessity Widely Distributed, non-Technical Authors “Brand” Consistency (Structure/Presentation) Ease-of-Use, Learnability Critical

Intranet & Explore Chicago successes Platform & Licensing Advantages Product & Technology Roadmap


Technology Choice – 5.x vs. 4.x

Standard Developer Platform More Standards-compliance Overall Improved Authoring Features Cost of Future Upgrade Day Professional Services Staffing


Day 5.x – What We Liked

AUTHORING FEATURE & UI IMPROVEMENTS Addressed Many User Issues/Requests from 4.x Screens Better/Clearer In General Easier to Upload Multiple Files Admin Features More Intuitive Etc.

DEV ENVIRONMENT (CQDE) More useful and productive toolset

SLING API Improves Code Organization, Reduces Dev Effort

DAYCARE SUPPORT Timely, helpful attention to issues (~35 tickets from May thru Oct)


Day 5.x – What We Learned

AUTHOR ENV - FEATURE CHANGES FROM 4.x to 5.x •  RICH TEXT EDITOR - FCK Replaced; we used TinyMCE •  DELETE FUNCTION – now Tied to Edit; we customized

to prevent authors from deleting core Folders •  PAGE UNLOCK RIGHTS - Only Author can unlock; Admin

cannot •  MULTI-SELECT LISTS – We created a custom widget;

this was a feature in 4.x •  USER ACCESS MODEL – Could not use regular

expressions (wildcards) to assign user access. We had to assign access for each user group to each folder.


Day 5.x – What We Learned

BROWSER COMPATIBILITY Problems w/ IE 6 and 7; Authors now use Firefox

FILE NAMING ISSUES Issues with Spaces, Commas, Parens in filenames

PACKAGE SIZES Cannot load a single package for the DAM; we have chunked this in 500 MB elements

SUB-NODES WITHIN A NODE Issues with many docs in one folder; Day recommends no more than 500 Sub-Nodes

REVIEW/APPROVAL WORKFLOW Still working out issues


Day 5.x++ – Wish List DAM TITLE FIELD (missing in 5.2)

To override Filename for DAM assets PASSWORD CHANGE (Author level)

Only Admins can change passwords ACTIVATE BUTTON

Inconsistent; sometimes available, sometimes not REFERENCES FOR FILES IN DAM

Could see references in 4.x Media Library SIMPLIFY REORDERING

Reuse Drag & Drop model from 4.x ADD USERNAME TO “DATE PUBLISHED” INFO

Was a useful feature in 4.x for Admin/Webmaster


eChicago - Future Directions Location-aware Data & Visual Display Participation & Collaboration (Web 2.0) Mobile Devices Language Translation


Thank You

Enjoy your Stay in Chicago!!

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