Orlando: The Impact of Developing Digital Platforms on Service Improvement and Citizen Engagement

By Cameron Brown, Democracy Cities, and Anna Higgins, City of Orlando

When a city faces a major influx of new residents, its city government is presented with unique challenges that require it to build new relationships with many residents en masse. The need to build these relationships is both timely and essential because city governments are trusted with promoting services citizens want and need, such as safe communities, educated children, and clean streets. When a city effectively delivers services, fields community feedback, and seeks to consistently improve on its performance, a positive relationship between the city and its residents can develop. Just as importantly, trust - a key ingredient to promoting effective civic engagement - can be forged.

Orlando, Florida uses effective service delivery alongside sustained, full-circle feedback, as a means by which to promote civic engagement and improve service delivery, despite the challenge of a rapidly-growing population.

You can read the full case study here.