Someone should look at the NORM standard first. If a data field is defined,
then one should use the NORM controlled vocabulary
then one should use the NORM controlled vocabulary
-----Original Message-----
From: Arnaud Sahuguet <<email obscured>>
To: discuss <discuss@lists.open311.org>
Sent: 10/07/2012 5:17:06 PM
Subject: Re: [Open311 Discuss] taxonomy/classification of 311 issues
Can we try to scope the work for 311 taxonomy?
Who is going to use it?
I see a couple of stakeholders/consumers and feel free to add/remove:
- end users when they feel a request
- UX designers when they build apps to let users create a request
- government when they try to route a request to an agency
- government when they try to get some stats about issues
- watchdogs/3rd party/journalists when they try to get stats about issues
- software vendors who need to integrate with existing systems
- < add your own here >
regards,
Arnaud
On Sun, Oct 7, 2012 at 11:52 AM, Rick Dietz <<email obscured>>wrote:
> This issue came up in the context of our discussion of Open311 at the
> CfA summit. We will need to deal with this at some point soon in the
> context of hand-offs between jurisdictions of Open311 citizen reports.
> This will likely be an issue for us in Bloomington as Monroe County
> comes online with an Open311 endpoint in the next month or so.
>
> We should also insure that any taxonomy adopted for 311 is open and free.
>
> -Rick
>
> On Sat, Oct 6, 2012 at 3:15 AM, Philip Ashlock <<email obscured>>
> wrote:
> > Sorry, just to clarify: I meant "it wouldn't be too hard" as an academic
> > exercise. Getting cities to agree on standard taxonomies and implement
> them
> > is another issue.
> >
> > On Sat, Oct 6, 2012 at 3:12 AM, Philip Ashlock <<email obscured>>
> wrote:
> >
> >> It shouldn't be too hard to do some basic analysis to start to normalize
> >> existing city-specific taxonomies for the existing live georeport v2
> apis -
> >> just merge all the service_name, group, and keyword values from GET
> >> services across the known endpoints (
> >> http://wiki.open311.org/GeoReport_v2/Servers) but note that this is
> just
> >> for service requests (GeoReport) and there's also the FAQ knowledgebase
> >> (Inquiry) taxonomies and so far only NYC (that I know of) has published
> >> that. Their taxonomy starts with just a few categories:
> >>
> >> Transportation, Streets, and Sidewalks
> >> Environment and Sanitation
> >> Property, Buildings and Homes
> >> Education and Employment
> >> Business and Finance
> >> Social Services
> >> Health and Medicine
> >> Public Safety and Law
> >> Government and Civil Services
> >>
> >> See http://wiki.open311.org/Inquiry_v1
> >>
> >> As far as I understand the 211 taxonomy is a pretty widely implemented
> >> standard across the US, but is proprietary and requires a license.
> >>
> >>
> >> On Fri, Oct 5, 2012 at 11:50 PM, Heatherley, Alan <
> >> <email obscured>> wrote:
> >>
> >>> None that I'm familiar with. The challenge is that every municipality
> >>> thinks about each issue differently, including prioritization,
> >>> sub-categories, who's responsible for service delivery, etc.
> >>>
> >>> For example, in Boston, we break sidewalk repairs into two
> >>> classifications: Make Safe and Permanent Repair. These are two distinct
> >>> case types that describe different stages of a single service request.
> The
> >>> CRM system Boston uses (Lagan) can't push notifications to citizens for
> >>> intermediate steps in a work flow, only at the beginning and the end
> of the
> >>> flow. However, the Boston sidewalk repair work flow includes a swift
> >>> response to make a defective sidewalk safe immediately (by removing
> trip
> >>> hazards), then following that much later with a permanent repair. The
> only
> >>> way to have Lagan notify a resident that the sidewalk has been made
> safe is
> >>> to make it the end of a work flow, and thus the Sidewalk Make Safe and
> >>> Sidewalk Permanent Repair classifications were born. If Lagan worked
> >>> differently, there would be only one Sidewalk Repair classification.
> >>>
> >>> While pretty much everyone deals with streetlight outages, potholes and
> >>> missing street signs, there is no common understanding of what each
> >>> encompasses. Any vendor with a standard, fixed classification would be
> >>> setting themselves up for a struggle to convince a municipality to
> abandon
> >>> their existing classifications (no matter how informal). I'm not
> saying it
> >>> couldn't be done, but it would be a struggle.
> >>>
> >>>
> >>> Alan Heatherley
> >>> Program Manager, Commonwealth Citizens Connect
> >>> City of Boston
> >>> <email obscured>
> >>> (214) 563-4321
> >>> ________________________________
> >>> From: Arnaud Sahuguet
> >>> Sent: 10/5/2012 9:56 PM
> >>> To: discuss
> >>> Subject: Re: [Open311 Discuss] taxonomy/classification of 311 issues
> >>>
> >>> Thanks for the info.
> >>> Do vendors offering 311 platforms have their own taxonomy?
> >>>
> >>> Arnaud
> >>>
> >>>
> >>> On Fri, Oct 5, 2012 at 7:40 PM, Heatherley, Alan <
> >>> <email obscured>> wrote:
> >>>
> >>> > Hi Arnaud,
> >>> >
> >>> > I'm not aware of a federal list, but there's a pretty comprehensive
> list
> >>> > at http://www.211taxonomy.org/. The health and human services
> >>> categories
> >>> > are very well defined, but the operational and tactical categories
> lag
> >>> > behind a bit (the AIRS taxonomy was originally designed for 211 call
> >>> > centers). Even so, it's a great resource.
> >>> >
> >>> > New Orleans used this as the basis of their 311 classifications, but
> I
> >>> > haven't heard of any other municipalities that have done the same.
> >>> >
> >>> > Alan Heatherley
> >>> > Program Manager, Commonwealth Citizens Connect
> >>> > City of Boston
> >>> > <email obscured>
> >>> > (214) 563-4321
> >>> > ________________________________
> >>> > From: Arnaud Sahuguet
> >>> > Sent: 10/5/2012 8:56 PM
> >>> > To: discuss
> >>> > Subject: [Open311 Discuss] taxonomy/classification of 311 issues
> >>> >
> >>> > Hi,
> >>> >
> >>> > I am looking for a taxonomy or set of categories for 311 issues.
> >>> > Is such there a federal list?
> >>> >
> >>> > regards,
> >>> >
> >>> > --
> >>> > Arnaud Sahuguet
> >>> > Product Manager, Google.org
> >>> > Google Inc, New York office
> >>> >
> >>> > -----------------------------------------
> >>> > Full text of this topic in Open311 Discuss:
> >>> > http://lists.open311.org/r/topic/5YKT3xGqXs6J3nItzYLnzZ
> >>> >
> >>> > To leave Open311 Discuss, email
> >>> > mailto:discuss@lists.open311.org?Subject=unsubscribe
> >>> >
> >>> > Start your own free groups and site with
> >>> > OnlineGroups.Net http://onlinegroups.net
> >>> >
> >>> > Host your own online groups site with
> >>> > GroupServer http://groupserver.org
> >>> >
> >>> > -----------------------------------------
> >>> > The substance of this message, including any attachments, may be
> >>> > confidential, legally privileged and/or exempt from disclosure
> >>> > pursuant to Massachusetts law. It is intended
> >>> > solely for the addressee. If you received this in error, please
> >>> > contact the sender and delete the material from any computer.
> >>> > -----------------------------------------
> >>> > Full text of this topic in Open311 Discuss:
> >>> > http://lists.open311.org/r/topic/1p07TdhwBlLlt53mVBoiZ3
> >>> >
> >>> > To leave Open311 Discuss, email
> >>> > mailto:discuss@lists.open311.org?Subject=unsubscribe
> >>> >
> >>> > Start your own free groups and site with
> >>> > OnlineGroups.Net http://onlinegroups.net
> >>> >
> >>> > Host your own online groups site with
> >>> > GroupServer http://groupserver.org
> >>> >
> >>>
> >>>
> >>>
> >>> --
> >>> Arnaud Sahuguet
> >>> Product Manager, Google.org
> >>> Google Inc, New York office
> >>>
> >>> -----------------------------------------
> >>> Full text of this topic in Open311 Discuss:
> >>> http://lists.open311.org/r/topic/6chf1hBlDJGlgN2gm7pKhU
> >>>
> >>> To leave Open311 Discuss, email
> >>> mailto:discuss@lists.open311.org?Subject=unsubscribe
> >>>
> >>> Start your own free groups and site with
> >>> OnlineGroups.Net http://onlinegroups.net
> >>>
> >>> Host your own online groups site with
> >>> GroupServer http://groupserver.org
> >>>
> >>> -----------------------------------------
> >>> Full text of this topic in Open311 Discuss:
> >>> http://lists.open311.org/r/topic/4bmfp2HaTclEL8fZvCmFJQ
> >>>
> >>> To leave Open311 Discuss, email
> >>> mailto:discuss@lists.open311.org?Subject=unsubscribe
> >>>
> >>> Start your own free groups and site with
> >>> OnlineGroups.Net http://onlinegroups.net
> >>>
> >>> Host your own online groups site with
> >>> GroupServer http://groupserver.org
> >>>
> >>
> >>
> >
> > -----------------------------------------
> > Full text of this topic in Open311 Discuss:
> > http://lists.open311.org/r/topic/4g9sOyq6s6woPUnzA0OOmD
> >
> > To leave Open311 Discuss, email
> > mailto:discuss@lists.open311.org?Subject=unsubscribe
> >
> > Start your own free groups and site with
> > OnlineGroups.Net http://onlinegroups.net
> >
> > Host your own online groups site with
> > GroupServer http://groupserver.org
>
>
>
> --
> ~~~~~~~~~~~~~~~~~~~~~~~~~
> Rick Dietz, Director
> Information & Technology Services Dept.
> City of Bloomington, Indiana
> 812.349.3485 (office) 812.360.2905 (cell)
> <email obscured>
>
> -----------------------------------------
> Full text of this topic in Open311 Discuss:
> http://lists.open311.org/r/topic/67Fo2mgeLQ1pHrE0cK720f
>
> To leave Open311 Discuss, email
> mailto:discuss@lists.open311.org?Subject=unsubscribe
>
> Start your own free groups and site with
> OnlineGroups.Net http://onlinegroups.net
>
> Host your own online groups site with
> GroupServer http://groupserver.org
>
--
Arnaud Sahuguet
Product Manager, Google.org
Google Inc, New York office
-----------------------------------------
Full text of this topic in Open311 Discuss:
http://lists.open311.org/r/topic/3nN1XAP8FtCZSrdxf6ewDL
To leave Open311 Discuss, email
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From: Arnaud Sahuguet <<email obscured>>
To: discuss <discuss@lists.open311.org>
Sent: 10/07/2012 5:17:06 PM
Subject: Re: [Open311 Discuss] taxonomy/classification of 311 issues
Can we try to scope the work for 311 taxonomy?
Who is going to use it?
I see a couple of stakeholders/consumers and feel free to add/remove:
- end users when they feel a request
- UX designers when they build apps to let users create a request
- government when they try to route a request to an agency
- government when they try to get some stats about issues
- watchdogs/3rd party/journalists when they try to get stats about issues
- software vendors who need to integrate with existing systems
- < add your own here >
regards,
Arnaud
On Sun, Oct 7, 2012 at 11:52 AM, Rick Dietz <<email obscured>>wrote:
> This issue came up in the context of our discussion of Open311 at the
> CfA summit. We will need to deal with this at some point soon in the
> context of hand-offs between jurisdictions of Open311 citizen reports.
> This will likely be an issue for us in Bloomington as Monroe County
> comes online with an Open311 endpoint in the next month or so.
>
> We should also insure that any taxonomy adopted for 311 is open and free.
>
> -Rick
>
> On Sat, Oct 6, 2012 at 3:15 AM, Philip Ashlock <<email obscured>>
> wrote:
> > Sorry, just to clarify: I meant "it wouldn't be too hard" as an academic
> > exercise. Getting cities to agree on standard taxonomies and implement
> them
> > is another issue.
> >
> > On Sat, Oct 6, 2012 at 3:12 AM, Philip Ashlock <<email obscured>>
> wrote:
> >
> >> It shouldn't be too hard to do some basic analysis to start to normalize
> >> existing city-specific taxonomies for the existing live georeport v2
> apis -
> >> just merge all the service_name, group, and keyword values from GET
> >> services across the known endpoints (
> >> http://wiki.open311.org/GeoReport_v2/Servers) but note that this is
> just
> >> for service requests (GeoReport) and there's also the FAQ knowledgebase
> >> (Inquiry) taxonomies and so far only NYC (that I know of) has published
> >> that. Their taxonomy starts with just a few categories:
> >>
> >> Transportation, Streets, and Sidewalks
> >> Environment and Sanitation
> >> Property, Buildings and Homes
> >> Education and Employment
> >> Business and Finance
> >> Social Services
> >> Health and Medicine
> >> Public Safety and Law
> >> Government and Civil Services
> >>
> >> See http://wiki.open311.org/Inquiry_v1
> >>
> >> As far as I understand the 211 taxonomy is a pretty widely implemented
> >> standard across the US, but is proprietary and requires a license.
> >>
> >>
> >> On Fri, Oct 5, 2012 at 11:50 PM, Heatherley, Alan <
> >> <email obscured>> wrote:
> >>
> >>> None that I'm familiar with. The challenge is that every municipality
> >>> thinks about each issue differently, including prioritization,
> >>> sub-categories, who's responsible for service delivery, etc.
> >>>
> >>> For example, in Boston, we break sidewalk repairs into two
> >>> classifications: Make Safe and Permanent Repair. These are two distinct
> >>> case types that describe different stages of a single service request.
> The
> >>> CRM system Boston uses (Lagan) can't push notifications to citizens for
> >>> intermediate steps in a work flow, only at the beginning and the end
> of the
> >>> flow. However, the Boston sidewalk repair work flow includes a swift
> >>> response to make a defective sidewalk safe immediately (by removing
> trip
> >>> hazards), then following that much later with a permanent repair. The
> only
> >>> way to have Lagan notify a resident that the sidewalk has been made
> safe is
> >>> to make it the end of a work flow, and thus the Sidewalk Make Safe and
> >>> Sidewalk Permanent Repair classifications were born. If Lagan worked
> >>> differently, there would be only one Sidewalk Repair classification.
> >>>
> >>> While pretty much everyone deals with streetlight outages, potholes and
> >>> missing street signs, there is no common understanding of what each
> >>> encompasses. Any vendor with a standard, fixed classification would be
> >>> setting themselves up for a struggle to convince a municipality to
> abandon
> >>> their existing classifications (no matter how informal). I'm not
> saying it
> >>> couldn't be done, but it would be a struggle.
> >>>
> >>>
> >>> Alan Heatherley
> >>> Program Manager, Commonwealth Citizens Connect
> >>> City of Boston
> >>> <email obscured>
> >>> (214) 563-4321
> >>> ________________________________
> >>> From: Arnaud Sahuguet
> >>> Sent: 10/5/2012 9:56 PM
> >>> To: discuss
> >>> Subject: Re: [Open311 Discuss] taxonomy/classification of 311 issues
> >>>
> >>> Thanks for the info.
> >>> Do vendors offering 311 platforms have their own taxonomy?
> >>>
> >>> Arnaud
> >>>
> >>>
> >>> On Fri, Oct 5, 2012 at 7:40 PM, Heatherley, Alan <
> >>> <email obscured>> wrote:
> >>>
> >>> > Hi Arnaud,
> >>> >
> >>> > I'm not aware of a federal list, but there's a pretty comprehensive
> list
> >>> > at http://www.211taxonomy.org/. The health and human services
> >>> categories
> >>> > are very well defined, but the operational and tactical categories
> lag
> >>> > behind a bit (the AIRS taxonomy was originally designed for 211 call
> >>> > centers). Even so, it's a great resource.
> >>> >
> >>> > New Orleans used this as the basis of their 311 classifications, but
> I
> >>> > haven't heard of any other municipalities that have done the same.
> >>> >
> >>> > Alan Heatherley
> >>> > Program Manager, Commonwealth Citizens Connect
> >>> > City of Boston
> >>> > <email obscured>
> >>> > (214) 563-4321
> >>> > ________________________________
> >>> > From: Arnaud Sahuguet
> >>> > Sent: 10/5/2012 8:56 PM
> >>> > To: discuss
> >>> > Subject: [Open311 Discuss] taxonomy/classification of 311 issues
> >>> >
> >>> > Hi,
> >>> >
> >>> > I am looking for a taxonomy or set of categories for 311 issues.
> >>> > Is such there a federal list?
> >>> >
> >>> > regards,
> >>> >
> >>> > --
> >>> > Arnaud Sahuguet
> >>> > Product Manager, Google.org
> >>> > Google Inc, New York office
> >>> >
> >>> > -----------------------------------------
> >>> > Full text of this topic in Open311 Discuss:
> >>> > http://lists.open311.org/r/topic/5YKT3xGqXs6J3nItzYLnzZ
> >>> >
> >>> > To leave Open311 Discuss, email
> >>> > mailto:discuss@lists.open311.org?Subject=unsubscribe
> >>> >
> >>> > Start your own free groups and site with
> >>> > OnlineGroups.Net http://onlinegroups.net
> >>> >
> >>> > Host your own online groups site with
> >>> > GroupServer http://groupserver.org
> >>> >
> >>> > -----------------------------------------
> >>> > The substance of this message, including any attachments, may be
> >>> > confidential, legally privileged and/or exempt from disclosure
> >>> > pursuant to Massachusetts law. It is intended
> >>> > solely for the addressee. If you received this in error, please
> >>> > contact the sender and delete the material from any computer.
> >>> > -----------------------------------------
> >>> > Full text of this topic in Open311 Discuss:
> >>> > http://lists.open311.org/r/topic/1p07TdhwBlLlt53mVBoiZ3
> >>> >
> >>> > To leave Open311 Discuss, email
> >>> > mailto:discuss@lists.open311.org?Subject=unsubscribe
> >>> >
> >>> > Start your own free groups and site with
> >>> > OnlineGroups.Net http://onlinegroups.net
> >>> >
> >>> > Host your own online groups site with
> >>> > GroupServer http://groupserver.org
> >>> >
> >>>
> >>>
> >>>
> >>> --
> >>> Arnaud Sahuguet
> >>> Product Manager, Google.org
> >>> Google Inc, New York office
> >>>
> >>> -----------------------------------------
> >>> Full text of this topic in Open311 Discuss:
> >>> http://lists.open311.org/r/topic/6chf1hBlDJGlgN2gm7pKhU
> >>>
> >>> To leave Open311 Discuss, email
> >>> mailto:discuss@lists.open311.org?Subject=unsubscribe
> >>>
> >>> Start your own free groups and site with
> >>> OnlineGroups.Net http://onlinegroups.net
> >>>
> >>> Host your own online groups site with
> >>> GroupServer http://groupserver.org
> >>>
> >>> -----------------------------------------
> >>> Full text of this topic in Open311 Discuss:
> >>> http://lists.open311.org/r/topic/4bmfp2HaTclEL8fZvCmFJQ
> >>>
> >>> To leave Open311 Discuss, email
> >>> mailto:discuss@lists.open311.org?Subject=unsubscribe
> >>>
> >>> Start your own free groups and site with
> >>> OnlineGroups.Net http://onlinegroups.net
> >>>
> >>> Host your own online groups site with
> >>> GroupServer http://groupserver.org
> >>>
> >>
> >>
> >
> > -----------------------------------------
> > Full text of this topic in Open311 Discuss:
> > http://lists.open311.org/r/topic/4g9sOyq6s6woPUnzA0OOmD
> >
> > To leave Open311 Discuss, email
> > mailto:discuss@lists.open311.org?Subject=unsubscribe
> >
> > Start your own free groups and site with
> > OnlineGroups.Net http://onlinegroups.net
> >
> > Host your own online groups site with
> > GroupServer http://groupserver.org
>
>
>
> --
> ~~~~~~~~~~~~~~~~~~~~~~~~~
> Rick Dietz, Director
> Information & Technology Services Dept.
> City of Bloomington, Indiana
> 812.349.3485 (office) 812.360.2905 (cell)
> <email obscured>
>
> -----------------------------------------
> Full text of this topic in Open311 Discuss:
> http://lists.open311.org/r/topic/67Fo2mgeLQ1pHrE0cK720f
>
> To leave Open311 Discuss, email
> mailto:discuss@lists.open311.org?Subject=unsubscribe
>
> Start your own free groups and site with
> OnlineGroups.Net http://onlinegroups.net
>
> Host your own online groups site with
> GroupServer http://groupserver.org
>
--
Arnaud Sahuguet
Product Manager, Google.org
Google Inc, New York office
-----------------------------------------
Full text of this topic in Open311 Discuss:
http://lists.open311.org/r/topic/3nN1XAP8FtCZSrdxf6ewDL
To leave Open311 Discuss, email
mailto:discuss@lists.open311.org?Subject=unsubscribe
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