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TRANSCRIPT
GSA HR Issue Tracker - SugarCRM
OSCON 2010 - July 21, 2010
Open Government - San Francisco
Dave Geller
Business Analyst - Emerging TechnologiesDepartment of Technology City and County of San Francisco
Agenda
Origins
Open Source
Open Government
Future Innovation
Origins
311 - CRMPublic Launch March 29, 2007
Maturity Reached by May 2008311 service requests taken for 17 departments
Innovation in other areas began to be explored
Consultant retirement
Hired May 2008 coming from a Consulting firm working with bio-techs on ITIL and Salesforce.com CRM
Right when hired, 311 CRM reached maturity.
Did little on the CRM system
I was tasked with exploring Open Source SoftwareStood up maybe a dozen apps in the next 6 months and demo'd them to the team
Path forward for innovation
Open Source - Lab
6 servers64 bit dual-quad processors, 32GB RAM, 250GB
2 Windows, 4 Linux
Parallels VirtuozzoDensity and price
LAMP StackRHEL 5.2
Apache 2.2.3
MySQL 5.0.45
PHP 5.2.6
Repurposed some CRM equipment
MediaWiki
First Open Source application stood up.I stood it up with grand visions of each department making a page, HR putting up links to new employee docs
Developers use it for documentation -> Confluence for the permissions
Many departments like the idea, very few actually use a wikiCentralized wiki never picked up traction
SugarCRM
First Open Source Project outside of our groupRunning over 2 years
Pligg
Start of our open government but will get to thatTwo pliggs with a shared databaseSingle Sign On
Dataset submission
profile settings
Voting
Comments and Requests in the other Pligg
WordPress
6 week deploySupposed to be a proof of concept
Maybe wouldnt have gone with WordPress if I had to do it againLearning about Drupal and for the 3600 pages it seems like a better choice, but cant say that authoritatively yet
Wordpress 3.0 saw at wordcamp, looks like it may handle the job better
Open Source - Apps
These are some of the Open Source products that have experienced some traction.
Any questions on these? If there are others that you want me to be aware of, If we have time at the end or if you want to pimp it afterward, come see me.
Lessons Learned
Metrics
Hand-offs
MetricsROI
TCO Better Faster Cheaper
Time to Market
Hand-offSkill gap
SaaS support
Open Government
On Obama's first full day in office, he released the transparency and open government memo to the heads of the executive departments.
We began to explore innovating into this area too
DataSF
146 datasets
App Showcase
Nearly 40 apps
Open Source Software Policy
Newsom signed the Open Source software policy.No real teeth
Departments must consider open sourceMost consider not to really consider itNot many are true technologists in the city or don't have the confidence to own a system regardless of support
It is tough to get the open source support vendors to work with the city due to our city vendor rules
Needs to change if we will really get OSS a foothold in the city.
Computer store vendors tack on 20% for nothing and it is big money ~$20M
Open Government - Initiatives
Twitter to 311
Open311
Of course I add the picture with Vivek Kundra Federal CIO, Tim O'Reilly who puts out book you may have read and some conferences you may have attended with the city officials into the deck.
Twitter integration with Lagan
Open 311Multi-city
Integration with CRMs
Nothing says we trust us to be open with you data and shepherd a new collaborative atmosphere with the constituency like the Mayor and CIO standing there arms folded
Lessons Learned
Executive Sponsorship
Metrics
Hand-offs
Contracts
Executive sponsorship Mayor
Department
Manager
MetricsROI
Nearly impossible to quantify
Hand-offSkill gap
If tail wags the dog, find a handoff with teeth
ContractsIf an app is built and govt wants to ensure it is part of the service catalog, need to contract with the developer for ongoing support
Future Innovation
SFAppStoreStanding Cloud
One click installs
SugarCRM GSA HRFlex use of SugarCRM
CiviCRM SFPDFirst install of CiviCRM
EAS (fka MAD)Authoritative City addressingstay tuned
E-GovernmentEnterprise zone
Consulting with departments
SFAppStoreState of California
Boulder
New York Senate
First Commercialized Open Source (in DT)
Community outreach
Authoritative database of streets, addresses, and parcels
Looking at new ways to innovate in mature areas such as E-governmentEnterprise zone is fed program that gives rebates to biz in certain areas hiring inner-city or other at risk employees
Online forms to save city money and constituents time