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In this report, Professor Greenberg examines a dozen cities across the United States that have award-winning reputations for using innovation and technology to improve the services they provide to their residents. She explores a variety of success factors associated with effective service delivery at the local level, including:
Professor Greenberg identifies a series of trends that drive cities to undertake innovations, such as the increased use of mobile devices by residents. Based on cities’ responses to these trends, she offers a set of findings and specific actions that city officials can act upon to create innovation agendas for their communities. Her report also presents case studies for each of the dozen cities in her review. These cases provide a real-world context, which will allow interested leaders in other cities to see how their own communities might approach similar innovation initiatives.
This report builds on two other IBM Center reports: A Guide for Making Innovation Offices Work, by Rachel Burstein and Alissa Black, and The Persistence of Innovation in Government: A Guide for Public Servants, by Sandford Borins, which examines the use of awards to stimulate innovation in government.
We hope that government leaders who are interested in innovations using technology to improve services will benefit from the governance models and tools described in this report, as they consider how best to leverage innovation and technology initiatives to serve residents more effectively and efficiently.