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For as long as I’ve worked with local and state government, I’ve been a bit of an innovation skeptic. It has often felt like many new “innovative” technologies were at best premature and at worst wildly off base with their new-fangled ideas that completely missed the mark in terms of government's adaptability.
For example, when the first wave of management “dashboards” talk began several years back, I wondered whether those pushing the concept really understood how many municipal departments were operating on post-it notes and scraps of paper. Without consistent and accurate data that isn’t too expensive to get, dashboards just don’t work.
But this time could be different. I think (hope?) now is the time for real innovation. The new generation of municipal managers is populated with digital natives, with a greater level of comfort with technology. Likewise, the public’s comfort and expectations have changed around digital services and the use of technology generally. But perhaps most important is the newest technology itself. AI is different. (Incidentally, I can’t be the only person who reads that like the name “Al”, right? This Al guy is everywhere!) In the few cases where I’ve tried using AI myself, I’ve been floored by its potential. This innovation-skeptic has become a bit of a convert.
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Which is all a long-winded way of saying: I’m very excited that we’re announcing the Center’s newest practice area, our Public Innovation Design Studio. Keep reading, and you can learn how our Design Studio team is ready to help you adapt the business of running your municipality, whether using AI, 311, or a variety of other new tools and technologies. And we’re taking the show on the road at the upcoming International City/County Management Association (ICMA) Conference. Read about that below too. Or just let this AI guy summarize it for you. He’s getting very good at tasks like that.
Mike Ward, Director
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The Collins Center Launches Public Innovation Design Studio | |
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The pace of new technologies and ever rising expectation for service and transparency in many communities are making the task of managing municipalities more challenging by the day. At the Collins Center, we are increasingly asked to partner with cities, towns, and agencies tackling these complex issues. To meet this need, the Center has created the Public Innovation Design Studio.
The Studio Team is a cross-functional team that combines the expertise of established practice areas with deep domain knowledge, functional and technical expertise, and innovative design methodologies. The goal of each project is to create practical solutions that are sustainable for the organization.
“We believe that innovative mindset and thoughtful design have the power to transform public services, making them more effective, efficient, and most importantly, more user-friendly,” said Studio Team lead Brianna Sunryd.
While the Studio Team adapts each project to the need of the partner organization, the following are examples of how innovation can help your municipality:
- Application & Business Process Reviews
- Customized Process Improvement Roadmaps
- Data-driven Performance Management Programs
- 311 Studies & Implementations
- Process Improvement & Automation Opportunity
- Centering People in Service Design & Delivery
- Website & Document Accessibility Reviews
- Search Function Improvements
- Existing/Emerging Technology Integration & Optimization
For more information about the Public Innovation Design Studio, or to discuss how our services can help your municipality, contact Brianna Sunryd at [email protected], or learn more on our website here.
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Will you be attending the International City/County Management Association (ICMA) Local Government Reimagined Conference in Boston from April 10-12? Among the topics discussed, attendees will discover how AI is reshaping the landscape of local government and the Collins Center will be there to answer your questions. Stop by Wednesday’s session titled ‘Dispelling Myths and Optimizing Outcomes of AI Solutions’ where the Center's Public Innovation Design Studio lead Brianna Sunryd will be a panelist. Learn more at https://lgr.icma.org/boston-full-schedule/. | |
Dialing Up Efficiency with 311 | |
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The use of 311 systems by municipalities began over 28 years ago in Baltimore, when they became the first U.S. city to deploy the non-emergency telephone number. Today, an ever-growing number of communities and counties in the USA and Canada have employed this system to improve efficiency and the experience of community members seeking service from their local governments.
By dialing 311, residents can easily connect to a central customer service hub in their city or town. It helps divert routine or non-urgent inquiries away from the 911 emergency service number. Request types vary but often include fan favorites like potholes, parking enforcement, missed trash, snow removal, and more.
311 goes beyond just the phone number, though. Many municipalities now integrate 311 with online reporting systems and mobile apps, providing 24/7 access to service requests and local information. This also enhances the ability of local governments to access data-driven insights to identify service gaps, prioritize or triage issues, and measure their responsiveness and performance. The innovative use of 311 systems can also have positive impacts on civic engagement, transparency, and overall customer satisfaction.
Emerging AI technology is also playing a role in 311 effectiveness. From Boston to Portland, Oregon, AI is helping staff identify potential patterns in the issues that get reported and, in some municipalities, AI is learning to provide answers to caller inquiries independently.
For more information on 311 programs, contact Brianna Sunryd at [email protected] to discuss your specific challenges and to explore potential solutions, or find more information on our website here.
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Collins Center in the News | |
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Daniels and Heffernan Graduate from Firefighter Programs, Bedford Citizen, March 4, 2024
Town of East Bridgewater Encourages Residents to Complete Accessibility Study, East Bridgewater News & Events Portal, February 5, 2024
Town Plans Focus Groups to Improve Communication, Winchester News, January 10, 2024
Dracut Selectmen Begin Town Charter Review, Lowell Sun, December 11, 2023
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Working with the Collins Center is Easy | |
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Chapter 30B, the Uniform Procurement Act, does not apply to working with a state agency per MGL Ch. 30B Sec. 1(4). Because the Collins Center is a state agency, municipalities, school districts, and other public entities may contract directly with the Center without following a 30B-compliant process. Similarly, Massachusetts state agencies may enter into Interagency Service Agreements with the Center.
If you have questions or want to discuss potential projects, please contact Sarah Concannon, Director of Municipal Services, [email protected].
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