The platforms powering Boston’s 311 system desperately needed to be replaced. It would be a massive undertaking, impacting dozens of technologies, hundreds of city employees, and thousands of city residents. Though daunting, this effort also presented a once-in-a-decade opportunity to improve every aspect of service delivery in Boston—from resident touch points, to departmental workflows, to performance reporting, and more. But these ambitions required a new approach. Technologists, analysts, UX specialists, and service design experts would need to work with residents and departmental staff to find enduring solutions to difficult problems. This project required deliberate and novel approaches to procurement, budgeting, staffing, and stakeholder management. It’s an exciting time for service delivery in Boston—come hear about it and see what tips you can take home to your city!

Service Design + Delivery