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211 Technology Platform –Ontario’s Most Recent Addition:A Mobile-First Online Search Solution: What it Is and How We Did It!
AIRS Conference
May 22, 2017 – Tampa, Florida
Andrew Benson, Toronto, Canada
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Workshop Objectives
• Share the approach to Ontario’s technology-enabled business transformation initiative
• Describe the four components of the 211 Technology Platform
• Demonstrate the Business Intelligence Solution, 211 Online Mobile-First Platform and 211 Ontario API solutions
• Engage in discussion / Q&A
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Presentation Overview
• Context: Regional to Provincial Service Delivery
• The Vision: Community Up (transformation)
• The Technology: 211 Technology Framework (enablement)
• The Systems: Demonstrations (BI, 211 Online, API)
• Q&A
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Ontario Context
30+ Data Partners across Ontario share local data to support 211 service delivery
Six Regional Service Partners deliver province-wide telephone service & manage regional responsibilities
Transform from a regional network of independent service providers to a provincially integrated system
RoadMap: Ontario Transformation & Pan-Canadian Alignment
Funding secured to expand service
100% service coverage in Ontario
Integrated provincial system
Integrated pan-Canadian system
Value Proposition
Navigate Curate Inform
Business Strategy -- Community Up
Professional and effective information & referral relies heavily on the quality of the resource data collected and knowledge of the local landscape.
• Community Up is a principled approach to designing a system where local service delivery agencies, United Ways, government decision-makers and municipal partners have a role in the 211 system
• Community Up leverages the capacity and relationships of organizations, and the expertise of their people to build a stronger system, and improve the user experience.
• Community Up, in the context of information management, envisages data being collected locally, managed regionally, governed provincially, and aligned nationally
For more information, download the ‘211 in Ontario: Vision and Road Map’ document at:www.211ontario.ca/aboutus
“The next three years will be a critical period for 211 in Ontario – focused on formalizing and strengthening relationships, creating efficiencies through the use of technology, and improving our ability to report back to communities on user needs.”
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Goal #1 Align service providers and key
stakeholders within an integrated 211 provincial system that values community expertise and
promotes partnerships.
Goal #2 Build a strong brand that is credible
and trusted by Ontarians.
Goal #3 Invest in technologies that enable
system integration and create new
opportunities for partnerships and efficiencies.
Goal #4 Build a fully sustainable
funding model that supports service
delivery and expansion.
Strategic Goals
More efficient and effective use of Human Agency
resources
Enhanced community planning for Social
Service Improvement Stakeholders*
More reliable community & social services information
and referral for Canadians
Faster, better, multi-lingual access to the community & social services network for
Canadians
Comprehensive, consistent and qualified Human services
information & referral
Human services demand & usage information
Canadians more effectively connected to appropriate community
& social services
Greater self-reliance for Canadians to navigate and access community
and social services
Canadians are enabled to fully engage in their
communities
Canadian social infrastructure is more
responsive
Service Outputs
DirectOutcomes
IntermediateOutcomes
StrategicOutcomes
Contribution to improved social policy outcomes
Desired Outcomes – Logic Model
Business Functions
Level of Standardization
Leve
l of
Inte
grat
ion
Low
High
High
INTEGRATE
DIVERSIFY
UNIFY
STANDARDIZE
Access Channel Management
Knowledge Management
Training and Certification
Stakeholder Relations & Advocacy
Funding Planning
Service Development and Evaluation
Marketing Plan Development
Human Services I&R
Strategy Development
Human services Demand
Service Demand Planning
TECHNOLOGYINFRASTRUCTURE
Integrate, Standardize, Unify, Diversify
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Current vs. Future State
Enablement: 211 Technology Platform211 Technology Platform is a conceptual framework of technical components and business capabilities that enables an integrated model of 211 service delivery
• Open Data: a single data repository that enables collection and sharing information and referral records
• Integrated Phone: a cloud-based contact management platform that enables load balancing and skills based routing of callers
• Knowledge Mobilization: a content management and business intelligence system that enables cross-sector collaboration and reporting on unmet needs and service gaps
• 211 Online: a web platform that enables easier access to online resources for the public and improved coordination of social media channels
211 Technology Architecture (V1)
Integrated Phoned
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Integrated Phone – Goals & ROI
Goals:
• Improve Quality of Service for Callers
• Increase Efficiency of 211 Phone Service
• Enhance Flexibility of Phone System
• Capitalize on Future Opportunity
ROI (Load Balancing):
• $1M in operating costs saved over 5 years, assuming no increase in call volume
• 47% increase in calls that can be handled by existing resources
Performance, Satisfaction, Outcomes
✓ Significant increase in SLA achieved through mobilizing latent capacity
✓ Highly satisfied callers
✓ Demonstrable caller outcomes
Knowledge Mobilization
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Self-Service BIData IntegrationData integration is the combination of technical and businessprocesses used to combine data from disparate sources intomeaningful and valuable information. A complete data integrationsolution delivers trusted data from a variety of sources.
Self-service business intelligence (SSBI) is an approach to dataanalytics that enables business users to access and work withcorporate data even though they do not have a background instatistical analysis, business intelligence (BI) or data mining.
Source: IBM
Source: Search Business Analytics
Knowledge Mobilization (BI)
211 BI (Community Intelligence)
BI Content & Assets
• Dashboards
• Reports
• Calls
• Needs
• Resources
• Datasets
• Measures
• Dimensions
• Visualizations
BI System Capabilities
• Print Reports
• Analyze in Excel
• Publish to Web
• Print Reports
• Enterprise gateway
• Power BI Desktop
• Groups
• Content packs
BI – On Any Device
211 Online
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• Mobile first, responsive design
• Works on any device and any screen size
Mobile-First Responsive Design
• Fully bilingual site and content (French and English)
• Fully compliant with AODA standards (Accessibility for Ontarians with Disabilities Act).
Fully Bilingual and AODA Compliant
• Search the full 211 Ontario directory based on keyword (like Google)
• Narrow your searches based on location or best match
• View results in either list or map view
• Easily search and view results on a phone, tablet or desktop
211 Keyword Search
• Search for community resources by browsing through 120 topics
• Narrow your searches based on location or best match
• View results in either list or map view
• Topics are updated on a regular basis
• Community resource data is updated several times each day
211 Topic Search
• View results in either list view (right) or map view (below)
• Filter results on distance to you, or best match
211 Search Results (List and Map View)
• View details on community resources easily on any device
• Share, Email or Print information on resources
• Navigate resources using the breadcrumb menu
211 Service Listing Details
• Embed the 211 Ontario keyword and topic search in your own site, ensuring Ontarians can access community resources online from anywhere
• Select from 120 topics and any location
• Generate the code snippet, and simply add to your site (just like embedding a YouTube video)
Embed 211 Search in Your Site
• Read our blog that includes interesting articles on a range of topics
• Sign up for our newsletter to stay on top of 211 news
211 Navigation and Blog
• Suggest a new listing to 211
• Submit edits to current listing
• Context sensitive help
Suggest and Edit Listings
• Order free 211 promotional materials, including: posters, bookmarks, caller stories, and a whole lot more
Order Free 211 Promotional Materials
• Promote public service announcements and messages from the public benefits sector
• Amplify messages within 211 social media channels
Promote Public Benefit Messages
211 Online Search Architecture
• HSDS schema integrated into iCarol database
• Ontario 211 Services subscribes to iCarol HSDS replication service
• HSDS tables replicated to 211 Ontario database hosted in Azure
• Azure Search indexer connects to Azure SQL database to index resources
• Azure Web App abstracts away complexity of HTTP calls & JSON payload
• 211 Ontario website calls RESTful API for topics and keyword searches
• 211Ontario.ca responsive design website (includes YouTube-like embed code for embedding Search Widget in external sites)
AzureSearch
Azure SQL Database
Azure Web App (RESTful API)
211 Ontario websitepublic
iCarol
HSDS
HSDS
INDEXER
SUBSCRIBE
AZURE SEARCH API(REST SERVICES)
· MOBILE-FIRST· SEARCH WIDGET· CONTENT MGT
HTTP / JSON
Charity Logic
211 Ontario
211 Ontario
211 Online Data Model (HSDS+)
• Open Referral
• AIRS Linked Data
• iCarol HSDS+
iCarol Categories Map to 211 Topics
iCarol: Custom Categories 211 Ontario Website: Topics
Open (Shared) Data
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Announcing…211 Ontario API
• Easy access to the 211 Ontario resource directory data
• Enable developers to query the 211 resource directory and fine tune results
• Data returned for presentation in apps, websites and LoB systems
• Trial and Production versions
• Same API used by www.211Ontario.ca
211 API – Build Apps and Websites
• 14 API operations
• Multiple parameters to control data returned, including location, topic, subtopic, organizations
• Control # results and paging
• Open standards
• Automated code generation for developers
• Full documentation
DEMO (BI, 211 Online, API)
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Q&A
AIRS Conference
May 22, 2017 – Tampa, Florida
Andrew Benson, Toronto, Canada
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