City of Toulouse

Social data analysis used to better understand and meet citizens’ needs

Published on 11-Nov-2013

"By improving our understanding of the needs of citizens, we can offer them solutions that perfectly meet their expectations. This is important that we can base our urban policy on the right indicators." - Jean-François Portarrieu, director of communications

Customer:
City of Toulouse

Industry:
Government

Deployment country:
France

Solution:
BA - Business Analytics, BA - Predictive Analytics, Big Data, Customer Relationship Management, Smarter Marketing, Smarter Planet, Social Business for Customer Service

IBM Business Partner:
Apicube

Overview

Toulouse, France strives to provide its residents with a wide range of services that include environmental, health, education, recreational and economic development programs. Characterized by booming aerospace and high-tech industries, the city government works to stay ahead of its techno-savvy residents by transforming traditional government processes into e-government platforms and implementing a cutting-edge website as well as mobile applications and social media outlets.

Business need:
The city wanted to find new ways to capture the concerns of its citizens.

Solution:
The city government uses a social data analytics solution to analyze citizens’ needs posted on public social media, taking into account factors including context, content and sentiment.

Benefits:
With full visibility of residents’ concerns and expectations, the Toulouse city government can strengthen its public relations, urban planning and policy development.

Case Study

Toulouse, France strives to provide its residents with a wide range of services that include environmental, health, education, recreational and economic development programs. Characterized by booming aerospace and high-tech industries, the city government works to stay ahead of its techno-savvy residents by transforming traditional government processes into e-government platforms and implementing a cutting-edge website as well as mobile applications and social media outlets.

The Opportunity
The Toulouse, France city government puts digital at the heart of its relationship with citizens and aims to improve the quality of digital services. However, despite its efforts, the city cannot realistically capture, manage and analyze all questions and comments posted online and on social networks. The city wanted to find new ways to capture the concerns of its citizens.

What Makes It Smarter
The city government uses a social data analytics solution to analyze citizens’ needs posted on public social media, taking into account factors including context, content and sentiment. The insights help the city identify and prioritize citizens’ most prevalent and pressing issues as well as understand how messages may be resonating. This has helped the city clear up misunderstandings about a major revitalization of the city center, allaying anxieties about traffic and construction and gaining support for the project.


Real Business Results
With full visibility of residents’ concerns and expectations, the Toulouse city government can strengthen its public relations, urban planning and policy development. In the first year of implementation, the solution collected and analyzed more than 1.6 million comments to identify 100,000 unique comments pertaining to Toulouse, enabling the city to identify issues with precision. As a result, the city can now respond to pressing issues in a timely manner. For instance, it has accelerated its average response time to road-maintenance issues by 93 percent, from 15 days to 1 day. By facilitating a fuller understanding of municipal issues, the city’s communications department was able to identify residents’ misconceptions of the city center’s revitalization project and develop strategies that better addressed residents’ concerns and gained their continuous support for the project.

For More Information
Please contact your IBM representative or IBM Business Partner. Visit us at ibm.com.

To learn more about City of Toulouse, visit www.toulouse.fr.

Legal Information

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