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Open Government toolkit to be rolled out internationally
Source: publictechnology.net
Source Date: Tuesday, August 03, 2010
Focus: Electronic and Mobile Government
Country: United States
Created: Aug 16, 2010

An integration toolkit enabling local governments to receive service requests through social networks, mobile applications, and third-party websites, is to be rolled out internationally following a successful proof of concept in San Francisco.

The Open 311 Integration Toolkit, developed by ‘Government to Citizen’ technology supplier Lagan in conjunction with the City of San Francisco, will enable the company’s 200 local government customers across the world to integrate and track requests from the multiple channels into their processing systems.
The 311 programme, which is active in cities across the US, allows citizens to contact local government to report – among other things – potholes and graffiti. San Francisco’s 311 Service Centre opened three years ago, and has since handled over 8 million calls. Thousands of additional requests have also been submitted online.
Last year, the Californian city also enabled service requests to be submitted through the micro-blogging website, Twitter. The Open 311 initiative has since enabled service requests processes to expand onto additional platforms, including Facebook. 
“Having our CRM vendor, Lagan, support the Open 311 initiative and build it into their product, makes it possible for native integration into Open 311, strengthening the Open Gov movement and bringing another level of support and technical capability from the IT community into the Open 311 discussion,” explained Chris Vein, CIO, City of San Francisco. 
“It is heartening to see the work that has been done with vendors such as Lagan, when a CRM company sees the beauty and the potential of what we've got going on here, signing the pledge and agreeing to change product in order to meet the needs of the Open 311 API movement.  It's just a fantastic thing, so my hat's off to those very large companies for doing that.”
In the UK, the toolkit will be offered as part of Lagan’s “Big Society Toolkit”, a suite of offerings the company is aligning to the coalition government’s Big Society initiative.
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