Overview

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.

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9781606496589

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"Paul R. Messinger worked on this project as a senior faculty fellow of the Center for Public Involvement. He has served as founding director of the University of Alberta School of Retailing, principal investigator of the research alliance ""Harnessing the Web-Interaction Cycle for Canadian Competitiveness,"" vice president of the Institute for Operations Research and the Management Sciences (INFORMS), on the editorial boards of the journals Service Science and Marketing Science, on the INFORMS Analytics Certification Board, and on the committee that drafted the INFORMS Code of Ethics. He is associate professor of marketing at the University of Alberta School of Business and has numerous publications in leading journals in marketing, retailing, services management, information systems, and operations research."

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