CITIZEN-CENTERED MUNICIPAL SERVICE DELIVERY

A large number of services that affect people's lives in modern economies are delivered by cities, and the potential for augmenting these services is expanding with new information technologies, including the Internet and social media. City governments can now make use of automated service processes that have already transformed service delivery in industries such as banking, airlines, movies, retailing, and education. Essential to success in the context of cities, however, is the need to address the desires, needs, and potentialities of multiple stakeholders that work together in municipalities. Citizen-Centered Municipal Service Delivery describes a framework for hybrid municipal service delivery, enumerates challenges cities face as suggested by this framework, and discusses how social media and other new technologies can be leveraged to address some of these challenges. In the process, the book describes best practices and outstanding challenges of various cities when employing this approach. A central goal is to learn how to bring out the best from multiple stakeholders who collectively make up a city.