Bridge

Background:

Of the 39,000 people who reside in the Mid-Market District, 31% of households earn an income of less than $15,000. Nearly half of the population is living in extreme poverty and cannot meet their basic housing and health needs. 90% of city’s homeless lives in this area.

Most of the population depends on shelters and agencies to meet their needs. However there is…
• No real-time info exchange
• No mechanism for 1:1 communications
• Info not provided in native language
• No ability to take action based on real time info

As a result, individuals (clients)…
• Waste incredible number of hours waiting in line
• Live each day with incredibly uncertainty
• Don’t have control of their day/time
• Waiting in line for potential beds and being available to claim them inhibits their ability to:
o Look for a job
o Work
o Get training
• No ability to send or receive direct communications i.e. confirm beds, doctors appointments, training

Gap…
• Directory services like 411 and 311 lack real time information i.e. bed availability, changes in service times and don’t facilitate action i.e. getting on shelter waiting list
• “Changes” technology system (current shelter legacy system) enables shelters to put real time bed inventory in central system to be distributed by Resource Centers however offers no interface directly to users
• Community based organizations offer services but don’t have effective way to increase awareness of programs or to communicate directly with specific users
• Minimal tracking of data to improve effectiveness of long term resources

Product- (See screen shots/live web interface)
Bridge is a platform that facilitates real time information exchange and action through multiple devices, including web, mobile phone, and kiosks.

Functionality/Target Audience:
• In the long term, Bridge will…
o Provide real time information and action functionality in 5 categories: food, shelter, financial management, health, jobs. In addition to rich content and referrals, it will enable users to register, confirm, book etc resources as well as interface real time via phone or web with providers. It will also incorporate personal communications and calendaring. It will be customizable to enable users to narrow information flow to topics relevant to them. It can also enable peer to peer communications.
o Serve the needs of a broader audience of homeless and working poor (clients).
o Provide a robust vehicle for service provider to reach and interact with users.
o Integrate with/or replace existing legacy core systems of agencies such as the Changes system currently used to manage bed “bookings” and wait lists.
o Aggregate meaningful data on users and providers; provide dashboards to agencies and trend data for cities/funders.
• In the short term, Bridge will…
o Provide content in all 5 areas but only real time action/booking functionality in the shelter area.
o The initial target audience will be homeless.
o Enable agencies will be able to distribute core content
o Significantly improve shelter booking process via interface to changes system- reduce resources and streamline process

The bridge team has identified shelter as the most critical need. This will also be the hook that leads to adoption.
o Users can register for shelter wait list remotely via Bridge
o Users can determine status on wait list at any time and be alerted when they have booked a bed
o Users can automatically be rolled onto additional waitlists for bed to released later in day
o Providers can use new interface to enter data and release rooms

Access: Bridge platform can be accessed via…
• Kiosks (designed with usability in mind- touch screen and very simple directed pathways)
• Web interface
• Phone (sms message or smart phone)

Note- Most individuals in Mid- Market do not have regular access to internet. Target audience also has very limited access to phones. Kiosks provide vehicle for these communications (24×7).

User Experience: Incredibly simple/graphic user interface for clients and providers (don’t need to be tech savvy)

Rollout/Phases:
A) Client
Access Phase 1 Kiosk, Smartphone, Web, SMS
Information Phase 1: General resource for 4 categories: Bed, Food, Health. Jobs
Functionality Phase 1: News feed; interactive services for bed reservation info and registration/lottery

Access: Phase 2: Kiosk, Smartphone, Web, SMS
Information Phase 2: General resource for 5 categories: Bed, Health, Jobs, Money
Functionality Phase 2: All 5 categories have interactive services; message inbox for client-client and client-provider
communication, appoint calendar, kiva zip files, building user trust; targeted outreach from service providers (to more
efficiently reach clients)

B) Provider
Access Data Functionality
Phase 1 Shelter providers via the web (tablet, PC) Shelter usage: participant, shelter, and system levels. News feed.
Interface with /supplant
Changes system, Data dashboard
Phase 2 All providers via the web (tablet, PC) Usage data: participant, shelter, and system levels, for all services, including Customized content? interface with other service providers?, communicate directly with client, schedule updates and changes, more data analysis

Value proposition:
• Individuals (clients)
o More time- not wasting hours in line
o More control over personal time- opportunity to look for jobs, work, learn
o Better quality of life- access to services, interaction, etc
• Providers
o Streamlined processes
o More effective use of resources
o Data collection- Improved delivery of services/increased funding
• City and beyond
o Better quality of life for citizens
o Building community capacity- empower citizens to better themselves
o More effective usage of $ and resources (better partnerships across sectors as well)
o Role model for other cities

Scope of Impact:
• Mid-Market- Individuals and Providers
• Potential for replication in “high priority” areas of San Francisco, California, perhaps nation-wide

http://www.quietless.com/bridge/glide/

Barry Roeder
Amy Lesnick
Rachel Silverberg
Ann Weeby
Andrew Mallis
Heather Sparks
Rose Theresa
Kari Gray
Eileen Jandrisevits
Stephen Braitsch

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