https://www.americancityandcounty.com/wp-content/themes/acc_child/assets/images/logo/footer-logo.png
  • Home
  • Co-op Solutions
  • Hybrid Work
  • Commentaries
  • News
  • In-Depth
  • Multimedia
    • Back
    • Podcast
    • Latest videos
    • Product Guides
  • Resources & Events
    • Back
    • Resources
    • Webinars
    • White Papers
    • IWCE 2022
    • How to Contribute
    • Municipal Cost Index – Archive
    • Equipment Watch Page
    • American City & County Awards
  • About Us
    • Back
    • About Us
    • Contact Us
    • Advertise
    • Cookie Policy
    • Privacy Statement
    • Terms of Service
American City and County
  • NEWSLETTER
  • Home
  • Co-op Solutions
  • Hybrid Work
  • Commentaries
  • News
  • In-Depth
  • Multimedia
    • Back
    • Podcasts
    • Latest videos
    • Product Guides
  • Resources/Events
    • Back
    • Webinars
    • White Papers/eBooks
    • IWCE 2022
    • How to Contribute
    • American City & County Awards
    • Municipal Cost Index
    • Equipment Watch Page
  • About Us
    • Back
    • About Us
    • Contact Us
    • Advertise
    • Cookie Policy
    • Privacy Stament
    • Terms of Service
  • newsletter
  • Administration
  • Economy & Finance
  • Procurement
  • Public Safety
  • Public Works & Utilities
  • Smart Cities & Technology
  • Magazine
acc.com

Smart Cities & Technology


Boston connects residents with mobile app

Boston connects residents with mobile app

Boston Mayor Thomas Menino institutionalized the city's commitment to innovation by creating its first cabinet-level Chief Information Officer and by hiring a new chief of staff, who has made innovation his top priority.
  • Written by Nigel Jacob
  • 1st December 2010

Boston Mayor Thomas Menino institutionalized the city's commitment to innovation by creating its first cabinet-level Chief Information Officer, Bill Oates, and by hiring a new chief of staff, Mitch Weiss, who has made innovation his top priority. As a result, Boston has embarked on a number of new programs and projects that dramatically expand constituent-facing services. The city's key project is Citizens Connect, which is a free application for iPhones that enables users to request service, such as pothole repairs. When a problem is spotted, the resident launches the app, selects the issue, takes a photograph and presses the submit button. Using the iPhone's built-in GPS and Internet connection, the app routes the issue to the appropriate city work queue. In less than a minute, the eyesore the resident spotted lands on the to-do list of the appropriate employee. When work is completed, the person reporting the problem receives a text message from the city. Meanwhile, the resident can track the progress through a built-in map.

Although the city has staffed a 24-hour hotline for constituent requests for decades and provided online opportunities to do the same for years, the application engages a different audience, a group who had less interest in calling a hotline or using online forms, but more interest in blogging or tweeting about neighborhood issues. The app engages them, helping translate their civic interest into civic improvement.

Moreover, the channel gives people a different experience when reporting an issue. Most residents who see and then report a pothole that needs repair might feel like they are nagging if they call back 30 seconds later to report another problem; Citizens Connect users often report constantly, leaving trails of reports of problems located throughout the city.

The city's app has led to nearly 8,000 resolved requests, but its most significant impact has been inside city hall. The approach to project design, development and testing — in addition to the actual technology — were all novel for the city. City arborists and street light electricians are exploring mobile app ideas, and the IT department has broadened its focus, tapping into new technology and the resurgent spirit of civic engagement to create a stronger, more productive and beautiful Boston.

  • Read the main story, "The new public square," to learn how New York, Boston and Miami-Dade County are engaging residents through e-government and mobile applications, including social media.

Nigel Jacob is the co-chair of the Boston Mayor's Office of New Urban Mechanics.

Tags: Administration Smart Cities & Technology

Most Recent


  • businesses
    Engaging businesses to strengthen your community
    A prosperous business community epitomizes effective city leadership and fuels economic growth. But to fully understand and address specific needs within your community, cities must engage with local stakeholders and businesses to cultivate and maintain a strong business ecosystem. Business engagement plays an essential role in a city’s retention of businesses, helping to foster organic […]
  • Report: Some public employees face financial hardship; comprehensive pay packages proved 'a pathway toward economic security'
    Many who work in public service, in professions that center around helping others, are themselves struggling to make ends meet and face financial hardship. Addressing these needs, the public employers they work for are well positioned to help them out, according to a report published Thursday by the MissionSquare Research Institute, “Examining the Financial Wellbeing […]
  • These 10 American cities are well prepared for a tech-based future
    From smart devices to electric vehicles, the success of technological advancements rely on municipal grids and infrastructure. Some cities are better equipped for the future than others. A new analysis from the tech company ProptechOS ranks the top 10 American cities best positioned for a “smart city future.” “But new technologies can only support us […]
  • public health
    How public health can build a “one health” infrastructure for the future
    Public health challenges—like antibiotic resistance, vector-borne disease and a global pandemic—have eluded traditional public health tools and frameworks. As a result, public health leaders focus more and more on the intersection between the environment and human health. Searching for a better framework to understand emerging threats to human health, many in public health circles have […]

Leave a comment Cancel reply

-or-

Log in with your American City and County account

Alternatively, post a comment by completing the form below:

Your email address will not be published. Required fields are marked *

Related Content

  • North Texas alliance partners with Marketplace.city on smart government solutions
  • Harris County deploys next-generation security in 150 public buildings
  • Prioritizing rapid restore leads to stronger ransomware attack recovery
  • Today’s infrastructure needs greater than roads and bridges - It’s time to face our digital connectiveness

White papers


Modernizing government services for today’s resident expectations

24th January 2023

Preparing Your Community Now for the Next Generation of Older Adults

18th October 2022

Helping Government Fleets Achieve Their Goals

30th September 2022
view all

Webinars


Future-proof Your State and Local Government Finance: 5 Key Trends for 2023

6th February 2023

How To: Evaluate Digital Government Service Delivery Technologies

23rd January 2023

Using Technology to Enhance Communications

29th November 2022
view all

PODCAST


Young Leaders Episode 4 – Cyril Jefferson – City Councilman, High Point, North Carolina

13th October 2020

Young Leaders Episode 3 – Shannon Hardin – City Council President, Columbus, Ohio

27th July 2020

Young Leaders Episode 2 – Christian Williams – Development Services Planner, Goodyear, Ariz.

1st July 2020
view all

GALLERIES


These 10 American cities are well prepared for a tech-based future

1st February 2023

Report: While remote work is causing offices to empty out, walkable cities are still in high demand

26th January 2023

10 American cities with a great downtown

24th January 2023
view all

Twitter


AmerCityCounty

Future-proof Your State and Local Government Finance: 5 Key Trends for 2023 dlvr.it/Sj1KxB

6th February 2023
AmerCityCounty

Amid spike, federal transportation department launches initiative to curb traffic-related deaths dlvr.it/Shvs31

3rd February 2023
AmerCityCounty

Engaging businesses to strengthen your community dlvr.it/ShvZn0

3rd February 2023
AmerCityCounty

Report: Some public employees face financial hardship; comprehensive pay packages proved ‘a pathway toward economic… twitter.com/i/web/status/1…

2nd February 2023
AmerCityCounty

Strategic Budgeting for Modern Government dlvr.it/ShrHmD

2nd February 2023
AmerCityCounty

These 10 American cities are well prepared for a tech-based future dlvr.it/Shp7sH

1st February 2023
AmerCityCounty

How public health can build a “one health” infrastructure for the future dlvr.it/ShnlKm

1st February 2023
AmerCityCounty

Four Steps to Better Municipal Fleet Fuel Purchasing dlvr.it/ShnbWP

1st February 2023

Newsletters

Sign up for American City & County’s newsletters to receive regular news and information updates about local governments.

Resale Insights Dashboard

The Resale Insights Dashboard provides model-level data for the entire used equipment market to help you save time and money.

Municipal Cost Index

Updated monthly since 1978, our exclusive Municipal Cost Index shows the effects of inflation on the cost of providing municipal services

Media Kit and Advertising

Want to reach our digital audience? Learn more here.

DISCOVER MORE FROM INFORMA TECH

  • IWCE’s Urgent Communications
  • IWCE Expo

WORKING WITH US

  • About Us
  • Contact Us

FOLLOW American City and County ON SOCIAL

  • Privacy
  • CCPA: “Do Not Sell My Data”
  • Cookie Policy
  • Terms
Copyright © 2023 Informa PLC. Informa PLC is registered in England and Wales with company number 8860726 whose registered and Head office is 5 Howick Place, London, SW1P 1WG.