The City of RiversideRevitalized through Technology

2 City of Riverside

Revitalized Through Technology

Xerox partnered with the City of Riverside to help create an integrated 311 system, mobile applications for service requests and a world-class infrastructure.

BackgroundIn the past, Riverside, California, had suffered a slow decline. This once affluent, economically vibrant city had lost its luster, with few job opportu-nities, a growing low-income population and signs of urban decay. Graffiti was a problem, roads had potholes and facilities were in a state of disrepair. If citizens called to report problems, they were transferred from place to place, or their requests were placed in a slow-moving manually routed queue. Without an integrated system, there was no easy way to follow up on service requests or track them from initiation through completion. The city website was static, Wi-Fi hotspots were hard to find and worse yet, a significant percentage of Riverside residents were computer illiterate.

In 2005, new city leadership decided it was time for a change. They set out to transform Riverside from a struggling bedroom community back into an economic powerhouse with improved quality of life for its residents—using innovation and technology as a catalyst for change. We were chosen as the technology partner in this ambitious, yet critical, mission.

TransformationWe worked with city leadership on numerous initiatives that improved efficiency and resident convenience. These efforts have put Riverside on the map as a technological leader.

• The once static city website is now an interactive hub of information—including video, graphics and quick links to city services.

• Siloed, inefficient systems have been integrated. A centralized, “one-call-does-it-

all” center can now be accessed by phone or online for all non-emergency requests. The user doesn’t have to know what department he or she needs or dial a specific extension. Requests are quickly, electronically routed for follow-up and rapid response.

• “One-photo-does it all” streamlines citizen reporting. Instead of calling to report a problem, residents can download a free mobile app that provides a direct link to the integrated 311 system. If a person sees graffiti, a pothole, a broken streetlight or similar problem, he or she uses a cell phone to take a picture of the problem, adds a comment and emails it to the 311 system. The application automatically geo-codes the photo with the location and routes these to the correct department for correction.

• A reverse 911 application pro-actively notifies citizens about power outages and emergencies.

• A Xerox-developed integrated graffiti abatement solution employs special digital cameras to track every piece of graffiti in the city, including images, locations and monikers that often identify perpetrators. The Public Works Department responds to calls, takes pictures, captures data and then electronically sends information to a police database, which stores location, images and data about each incident. The police graffiti task force uses the images to search for other instances of graffiti by the same violator, while creating a chain of evidence for fines and prosecution by the city Attorney’s Office.

• A new web- and GIS-based work and asset management solution (SPL) has become the city’s most widely-used system enabling employees to process work more effectively than ever before.

• A managed print services solution with enterprise print governance is saving the city $180, 000 per year, helping city departments optimize print operations and contributing to Riverside’s sustainability goals.

• Seizing our Destiny is Riverside’s strategic plan for the future. It was developed with input from more than 500 participants and led by the Dean of the University of California, Riverside (UCR) School of Business and the city’s Director of Strategic Initiatives. To support this effort, we developed collaborative websites used daily by Seizing our Destiny teams of business, government, education and community leaders to share ideas, document activities and report progress to the public in real time.

• A digital inclusion program enables low-income residents to take a free, eight-hour computer class, and in return, receive a free computer and Internet service. As part of the SmartRiverside program, we help equip the free labs used during the class and handle the help desk that responds to program participant’s equipment problems.

• We helped to completely refresh data center technology and build out state-of-the-art network operations and help desk centers. The new site uses virtualization to reduce its physical footprint, decreasing costs while adding the agility needed to respond to changing demands.

City of Riverside 3

Most important, Xerox is a partner in the city’s success, sitting on committees, writing strategic plans and is a vital part of the ongoing revitalization efforts.

Tangible ResultsToday, the City of Riverside has transformed into a wireless, high-tech mecca with an IT department that’s now a reference site for other cities. More than 35 technology companies now headquarter there, and by anyone’s standards, the city is meeting or exceeding its very ambitious goals.

Xerox solutions have helped deliver the following results:

• An integrated 311 program and mobile apps speed response and eliminate bottlenecks and “lost” requests.

• By actively linking vandals to a crime scene and building a chain of evidence against them, the city has been able to collect more than $150,000 in restitution for graffiti violations, which can be used (in lieu of taxpayer dollars) to quickly mitigate the problem.

• More than 7,000 families have received free PCs, software and Internet access through the digital inclusion program, improving their ability to communicate and gain employment in this digital work environment.

• Internships provide on the job training and mentorships in client services, GIS, technical support, customer service, application development, network services and operations. This year, Xerox and the city are working with interns from University California Riverside, Riverside Community College, Cal Baptist University, La Sierra University, United Education International College, Cal State San Bernardino, and ITT Technical Institute. In 2010, five interns received full time employment with local companies as a result of this program.

In partnership with Xerox over the past five years, the city has been recognized five times by the Center for Digital Government, as having one of the country’s top 10 websites; five times by the Municipal Information Systems Association for outstanding information technology practices, five times by Digital Cities Survey for creating a seamless environment between local government and constituents, four times by the Intelligent Communities Forum as a Smart 21 Intelligent Community, and by the Association of California School Administrators for the SmartRiverside/Riverside Unified School District partnership in educating low-income families (Partners in Educational Excellence Award). In 2010, the Center for Digital Government recognized Xerox with their prestigious Best-fit Integrator Exceptional Service Award for Enterprise System Integration

“The City of Riverside continues to perform at a very high level and win national recognition for IT effectiveness and project delivery due to the dedicated Xerox team that makes up our city’s IT Department. Xerox is professional and provides value added resources that the city would otherwise not have access to and the relationship between the city and Xerox is very strong.”

Lea Deesing, CIO City of Riverside

The City of Riverside wanted to use technology to better serve its residents and drive economic growth. By helping to create a number of leading-edge solutions, including an integrated 311 system, an app that enables citizens to easily report problems from their mobile phones and an infrastructure that supports ambitious technological initiatives, Xerox helped Riverside transform into a high-tech leader.

In 2011, Riverside was named the best connectedcity. In 2012, Riverside received the Helen Putnam award for Excellence in City-Business Relations from the California League of Citiesand the Intelligent Community Forum recognizedRiverside as the World Wide Intelligent Community of the Year.

©2012 Xerox Corporation. All rights reserved. XEROX® and XEROX and Design® are trademarks of Xerox Corporation in the United States and/or other countries.

About XeroxXerox is the world’s leading enterprise for business process and document management. Its technol -ogy, expertise and services enable workplaces – from small businesses to large global enterprises – to simplify the way work gets done so they operate more effectively and focus more on what matters most: their real business. Xerox offers business process outsourcing and IT outsourcing services, including data processing, healthcare solutions, HR benefits management, finance support, transpor-tation solutions, and customer relationship management services for commercial and government organizations worldwide. The company also provides extensive leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing envi-ronments of any size. Xerox serves clients in more than 160 countries.

For more information, visit www.xerox.com, www.news.xerox.com, www.realbusiness.com or www.xerox.com/businessservices . For investor information, visit www.xerox.com/investor.

SmartRiverside is a thriving and active non-profit enterprise and a model for business, government, education and community collaboration. The goals of SmartRiverside include: attracting high-tech companies and graduates to Riverside; helping thousands of families get technology training, PCs and internet access and act as a model for business, government, education and community collaboration. The enterprise is chaired by the Mayor, has city CIO Lea Deesiing as Executive Director, and Xerox’s Fred Speer as a board member.

SmartRiverside’s Digital Inclusion Center is managed by Xerox under the direction of the City of Riverside. The center employs and trains troubled youth for staff operations, is a California certified e-waste collector and operates several successful community programs, including an eBay sales center and the Lorena Ochoa/SmartRiverside Charity Golf Tournament.

SmartRiverside provides free technology training, free Microsoft Software, free refurbished comput-ers, free internet access devices and free internet (though WiFi) to all low-income families (approxi-mately 10% of population) at the rate of 100+ per month. This is being done in partnership with the Riverside and Alvord Unified School Districts, Riverside County Office of Education, Riverside County Department on Aging, the Salvation Army, Project Bridge (gang prevention youth program) and others.

Reformed gang members from the Project Bridge program do the refurbishment under the supervi-sion of Xerox staff who were themselves ”at risk” youth. This gives the Project Bridge staff the opportunity to learn skills that will help qualify them for full-time employment in a technology posi-tion. To acquire the PCs at no (or very low) cost, SmartRiverside has become the largest collector of e-waste in the region. Equipment that cannot be refurbished is sent to a certified local recycler. The e-waste center collects more than 10,000 pounds of e-waste each month, which generates $4,000 in credits toward components needed for the refurbishment program.

SmartRiverside provides refurbished computers acquired from its e-waste program to Riverside and Alvord Unified School Districts, Park and Recreation Department Community Centers, Riverside’s Central Library, the Salvation Army, the United Way and its member agencies, and Smooth Transi-tions, a non-profit teaching center for at-risk individuals. The schools use the labs during the day and provide certified computer training at no cost to low-income families when school is not in session. The city schools actively market the Digital Inclusion program to help ensure that no student goes without technology and internet access.

Award-Winning City Government• 2012 World Wide Intelligent

Community in the World

• 2011 – 2012 Top 7 Most Intelligent Communities in the World

• Partners in Educational Excellence Award, Association of CA School Administrators

• Best of the Web, Top 10 2006–2012, Center for Digital Government

• Municipal Information Systems Association., Outstanding IT Practices, 5-time winner

• Digital Cities Survey, Top Ranked 5 times

• 2009 - 2012 Top 21 Most Intelligent Communities in the World