As city leaders know, today's connected citizens expect much more from their government in terms of convenient, efficient and fast delivery of services than ever before, whether it's getting a building permit or reporting a pothole. It's something they've become accustomed to from their experience with other service providers and retailers. How can cities manage to meet those needs and get the most bang for the buck—and do it in a way that doesn't further strain already tight budgets? The story below outlines some of the key points cities should consider when contemplating a switch to digital technology for some of the services they provide. If your city leaders are looking for ways to reduce operating costs and remain competitive, digital services are quickly becoming the go-to solution. —Doug Peeples
1. Deliver services that are quick and easy to use. People expect more of their service providers in this increasingly connected era, and that includes their city government. When New York Mayor Bill De Blasio started working to deliver on a campaign promise to make pre-kindergarten programs available to every four-year-old, he found that the city's website for finding and applying for programs made the process of signing up complicated and time-consuming. His response was to make the process far easier for parents to find and apply for programs.
That was one experience that persuaded him to initiate the NYC Digital Services Playbook, a strategy intended to make all city online services easier to access and to encourage citizens to use them. As Statescoop reported, the mayor hopes city departments will be more receptive and responsive as more and more citizens use the city's online services and make suggestions for improvements. In short, listen to what your citizens are telling you—and act on their suggestions.
Singapore and Council Lead Partner Microsoft are taking another approach on digital government services. They're looking at using chatbots—intelligent software programs—to make interactions with citizens more engaging and inclusive. The expectation is that 'conversational computing will make specific services easier to use and more efficient and consistent.
2. Know what citizens want. One thing many cities are discovering is that citizens want more transparency. If a road construction project is going to slow or re-route traffic, provide access to a website and/or mobile app they can use to check for traffic delays and detours—and keep them informed about project progress. Mobile device use is growing and people expect to be able to use them to conduct much of their business, whether it's applying for a learner's permit or finding riverside bike path.
They also want to know more about what their police are doing to keep them safe. The Johns Creek Police Department in Georgia, in conjunction with Council Associate Partner Sungard Public Sector, is experimenting with an open data tool that allows residents quick and easy access to information on crimes, arrests and other information. Not only do citizens get the information they want, but the tool also has helped the department use its internal data to pinpoint where it's doing well and where it needs improvement. The open data program also is helping the police department reconnect with citizens and regain public trust.
Also, a blog from Council Lead Partner Oracle outlines in detail why it's critically important to continually engage with citizens to not only provide the services they want now, but to monitor how those needs change. It also addresses several ways city leaders can increase engagement and meet both their own expectations and those of their citizens.
3. Take advantage of available resources to stay up to speed. There are several organizations devoted to providing information about digital services on their websites. It's one way to stay on top of new developments, projects and opportunities as well as technologies and other important topics. Check out DigitalGov, a platform provided by the Technology Transformation Service of the U.S. General Services Administration. There are many others.
4. Focus on efficiency and cost-effectiveness. Digital services are about improving and expanding services to a growing population. But they're also about providing those services in a way that can reduce related costs. The city council in Harrow, a London suburb, faced a financial crisis in 2015 so extreme it would have needed to eliminate some of its essential services. Working with Council Lead Partner Cisco, the council was able to migrate many of those services online. By allowing citizens to serve themselves at the time and location they chose, the city managed to trim operating costs and avert the financial crisis. A Cisco case study provides details on the city's move to digital services.
For more...
Download the Council's Smart Cities Open Data Guide for lessons learned and best practices from cities that have already taken the steps toward transparency and open data. The guide is introductory, not technical, and offers a variety of tools and resources cities can use when planning their own initiatives.
Doug Peeples is a Portland, Oregon-based writer specializing in technology and energy. Follow @smartccouncil on Twitter.
