The Responsive City: Engaging Communities Through Data-Smart by Susan P. Crawford, Stephen Goldsmith

By Susan P. Crawford, Stephen Goldsmith

The Responsive urban is a advisor to civic engagement and governance within the electronic age that might aid leaders hyperlink very important breakthroughs in know-how and information analytics with age-old classes of small-group group enter to create extra agile, aggressive, and economically resilient towns. that includes vibrant case stories highlighting the paintings of pioneers in manhattan, Boston, Chicago and extra, the publication presents a compelling version for the way forward for governance. The e-book can assist mayors, leader know-how officials, urban directors, business enterprise administrators, civic teams and nonprofit leaders escape of present paradigms to jointly tackle civic difficulties. The Responsive urban is the fruits of study originating from the Data-Smart urban strategies initiative, an ongoing undertaking at Harvard Kennedy university operating to catalyze adoption of knowledge tasks at the urban point. The booklet is co-authored by means of Professor Stephen Goldsmith, director of Data-Smart urban ideas at Harvard Kennedy tuition, and Professor Susan Crawford, co-director of Harvard's Berkman heart for net and Society. Former manhattan urban Mayor Michael Bloomberg penned the book’s foreword.

Based at the authors’ studies and broad study, The Responsive urban explores issues including:

Building belief within the public region and fostering a sustained, collective voice between communities;
Using data-smart governance to preempt and expect difficulties whereas bettering caliber of life;
Creating efficiencies and saving taxpayer cash with electronic instruments; and
Spearheading those new methods to govt with cutting edge leadership.

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In his early days in city hall, he had been surprised by the virtual and physical barriers to collaboration. ” When the mayor announced a plan to move Boston City Hall to the South Boston waterfront, Oates recalls talking to the mayor about the opportunity that such a move would offer. ” As he recalls, “I had never seen a building exacerbate the challenge of fragmentation and poor communication. You literally can’t even find where the other departments are in a building like this. ” The solution for the hotline, Oates saw, would have to be a city hall equivalent of private enterprise’s customer relationship management (CRM) system.

Bill Oates and Boston have come a long way since Oates started his job to the sound of clacking typewriters. The iPhone version of the Citizens Connect app has been downloaded tens of thousands of times and has been used to create tens of thousands of citizen requests. The Department of Public Works is operating more efficiently thanks to City Worker. And the creation of City Worker and Citizens Connect has arguably helped to generate reliable data for the Department of Public Works, which has led to much improved performance management by the department.

The Next Step Oates, of course, has a vision of what could happen next, including both a more truly personalized CRM system and a large step into the world of big data and predictive analytics. First, a city’s CRM system could accommodate the urban government equivalent of a loyalty program to encourage citizen engagement in problem solving. “That connection with our customer is a huge deal for us,” Oates says excitedly. ” Someday a future version of Citizens Connect may let a constituent know the name of the worker who fixed the broken streetlight on his corner.

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