City of Boston Receives Awards for Technology Achievement from the Renowned Public Technology Institute
Boston About Results, Citizens Connect Live recognized by Public Technology Institute
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For Immediate Release
April 24, 2012
Released By:
Innovation & Technology
For More Information Contact:
Geri Joyce Killarney

Mayor Thomas M. Menino announced today that the City of Boston has won two distinguished awards from the Public Technology Institute (PTI). The awards recognize the city’s Boston About Results (BAR) Performance Management Program as the winner in the Web & E-Government category and the innovative Citizens Connect Live was recognized for significant achievement in the Mobile category.   This annual competition recognizes PTI members who demonstrate how they use technology to innovate, solve problems, reduce costs, and improve services and internal operations.

 “Boston continues to be a leader nationally with programs like Boston About Results that uses performance measures to improve the quality of city services, Citizens Connect Live is one more way that lets constituents talk directly to City Hall.   Technology is making government more efficient and accessible for all of our residents,” said Mayor Menino.

Boston About Results (BAR) – The City of Boston's Performance Management Program was the overall winner in the Web & E-Government category.  BAR is the City’s new state-of-the-art performance management system.  All 45 departments in the City of Boston participate in the system by building performance scorecards.  These scorecards start by identifying the key program areas of the department, then list the specific strategic goals of each division, and then align key performance measures against each goal. Performance against these goals is then tracked on a monthly basis on over 2,000 performance measures.  The BAR Performance Management system has made significant impact by, allowing City managers to better manage their business, communicate priorities and share results.  It has also resulted in increased public transparency and accountability.   The ultimate goal of BAR is to improve services Boston’s residents, businesses, and visitors. 

Citizens Connect Live was recognized for significant achievement in the Mobile category.  Citizens Connect Live is an online chat platform which allows constituents to chat online with operators staffed by the Mayor's Office of Constituent Service. Currently available during normal business hours, Citizens Connect Live operators are available to answer questions about city services or direct users to online services or web resources.

Citizens Connect Live is adding an additional channel of communication to engage citizens.  Constituent response has been very positive. 

 “I was not on the chat long, my question was answered with knowledge and understanding, just the fact that this service is offered is AWESOME !”

We continue to offer constituents a variety of options to interact with the City and engage on their own terms. Citizens Connect Live also highlights the professionalism, knowledge, and well-managed hotline staff who continue to impress constituents and city colleagues alike.

Public Technology InstituteCreated by and for cities and counties, the not-for-profit Public Technology Institute promotes innovation and collaboration for thought-leaders in government, and advances the use of technology to improve the management and delivery of services to the citizen.


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