Intelligent Government

The questions below are from the Q&A session of a recent Infor webinar, Introducing Citizen Smartphone Requests for Infor Public Sector. In case you missed it, you can view the recording here.

Q:  How is the addition and/or modification of new request types handled? Do we have to go to Blue Dot Solutions for every change? What if we have a detail page? How would that work?

A:  Service codes are managed within Infor Hansen and displayed on the device based upon the participating jurisdiction’s IDs. Service request status details are configurable via the Administration Portal and are also based upon the jurisdiction’s IDs. For any customizations, you would contact your account executive.
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Q:  Are any organizations currently using this technology?

A:  The Infor Hansen Mobile 311 product uses an open standard defined at http://Open311.org. A number of cities, such as San Francisco and Washington, DC, are already using this technology and a number of other cities such as Boston, Portland, Edmonton (Alberta, Canada), and others have pledged support for using it (more information is available at the Open311 website).
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Q:  Is Cloud available in Canada?

A:  Microsoft Cloud is not currently available in Canada. Once it’s available, we’ll roll out the Infor Hansen Mobile 311 solution to this region. Today, there are other options for Canadian customers. Please contact you account executive for details.
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Q:  How does Infor Hansen Mobile 311 deal with ambiguous reports or nuisance callers?

A:  The Infor Hansen Mobile 311 product provides an administrator the ability to uniquely identify devices that are associated with submitted requests and to disallow a specific device from submitting further service requests.
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Q:  What are the plans for Android and RIM device support? Will an iPad “end-user” solution be available in the field for service requests?

A:  Native support for Android-powered devices is in the works and anticipated in the first half of 2011. Native support for BlackBerry devices will be considered after that. In the meantime, an HTML “thin-client” has been developed to enable all web browser-equipped smartphones the ability to submit Infor Hansen Mobile 311 service requests. We’re looking into making an iPad application available.
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Q:  Is the Mobile 311 system integrated with the office version of Hansen?

A:  Yes, Infor Hansen Mobile 311 is integrated with Hansen 7.x and Infor Hansen, Release 8.
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Q:  What search term should I enter in the iTunes app store to find Infor Hansen Mobile 311?

A:  You can search by Blue Dot Solutions, Advanced Mobile, or Mobile 311.
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Q:  What’s the business case/ROI for a city for implementing Infor Hansen Mobile 311?

A:  The Infor Hansen Mobile 311 application allows agencies to do more with less by cutting back service request calls, providing seamless data entry into your Infor Hansen solution, enabling citizens to clearly identify where their issue occurred leveraging accurate GPS coordinates, and allowing your citizens to understand other issues within a specific area of the city.
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Q:  What’s the minimum version of Hansen that we need to have to employ Infor Hansen Mobile 311?

A:  Either Hansen 7.10 or Infor Hansen 8.2.0 is required to use Infor Hansen Mobile 311.
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Q:  Can we use our own GIS maps or do we have to use Google or Bing? We have lots of unincorporated areas and would like to let citizens know if they’re not within our jurisdiction.

A:  Yes, iPhone leverages Google maps and Windows leverages Bing maps out of the box. For custom requirements, please contact your account executive.
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Q:   Will Infor Hansen Mobile 311 work with Hansen version 7.x and its existing version of Dynamic Portal?

A:  No, Infor Hansen Mobile 311 will use a separate instance of the Dynamic Portal framework.
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Q:  Do you plan to provide the app as a mobile web app so that any mobile device with a browser can be used?

A:  Yes, a smartphone browser-friendly version of the basic application is available at http://mobile311.cloudapp.net/m.
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Q: To use the smartphone functionality, do you need to have the Infor Hansen 311 module installed or will the Complaints/Service request module suffice?

A:  Yes, Infor Hansen Mobile 311 needs to be installed on the phone.
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Q:  What’s the price for the service (not the application)?

A:  Please contact your account executive for pricing details. You can also send an email inquiry to publicsector@infor.com.
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Q:  How do we retrieve reports of reported incidents? Is it possible to incorporate the reports with our own website?

A:  We would be happy to contact you to get more details about your question. Please contact your Account Executive for details or send an email to publicsector@infor.com.
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Q:  Who is the target user of this application, "utility workforce" or citizens?

A:  Infor Hansen Mobile 311 is designed for citizens. But, an internal work force could certainly use the application.
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Q:  How are the service types defined?

A:  The service types are coming from the Hansen v7.x or Infor Hansen Release 8 instance.
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Q:  Is Infor Hansen Mobile 311 a hosted application or can it be in-house with the organization?

A:  Infor Hansen Mobile 311 is a hosted, cloud-based, Windows Azure application.
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Q:  Will Infor provide a test license for us to test with customers?

A:  Infor Hansen Mobile 311 is available now via download. We’ll evaluate issuing test licenses on a case-by-case basis. Please contact your account executive or send an email to publicsector@infor.com.
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Q:  Does the request look at city boundaries (geofencing)?

A:  No, this application simply leverages a Bing or Google map which doesn’t have any boundaries since it’s based on GPS coordinates. We’d be happy to review your requirements to see if the system is able to comply. Please contact your account executive or send an email to publicsector@infor.com.
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Q:  Can the citizen take a picture and submit with the complaint without saving the picture first?

A:  Yes, the citizen can take a picture and save to ones device and submitted at a later time.
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Q:  Can Infor Hansen Mobile 311 also be used for work orders, or is it just service requests only?

A:  Infor Hansen Mobile 311 is not available to perform internal work orders and service requests at this time. We’re looking into making such applications available via smart devices and will advise our customers once they’re available.

Please leave a comment to this post with any further thoughts or questions.