Digitalization not only allows orderly management and simplification of services but also provides authorities with much more information about their performance than in the past. Data becomes an increasingly important form of knowledge to share in order to create a common language within organizations.
Real-time data, reporting flows, dashboards, and decision support tools: thanks to data management technologies, APIs, data visualization, and machine learning techniques, OpenCity provides advanced tools for modern management of digital services: aggregated data on users using the service, information on online or physical channel usage (based on office appointment bookings), representations of service usage on different days of the week or on an annual basis, statistics on bonuses, enrollments, and appointments, just to give a few examples.
Specific attention is dedicated to user satisfaction measurement tools (or dissatisfaction) for users who use the site and services. This feature allows the user to rate a service by assigning a satisfaction score (with the ability to add comments and observations) and to receive feedback on the clarity of website content. The collected data (in anonymous and aggregated form) is available via API and can easily be exported for further analysis within the authority.
These features serve the service management and monitoring activities of authorities, increasing awareness of ongoing actions and the ability to make data-driven decisions.
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OpenCity has always been based on managing information as structured data. Building on this initial vision, it was not difficult to create over time a business analytics system, integrating the necessary data visualization competencies and, where needed, machine learning (TensorFlow and Amazon SageMaker are among the technologies we use).
We are able to translate a service’s performance in terms of KPIs and represent it appropriately. Our dashboards can be customized to create reports functional to the daily work of officials and executive dashboards to represent information more concisely, including aggregating information from multiple services.
Another relevant aspect is the integration of third-party data through APIs and our APIs that enable data export to other systems.