Skip to main content

Search

Guatemala City, Guatemala

Improving the Quality of Life in Neighborhoods Through Public Space, Resident Participation and Preventive Security

Project Type:
Community Engagement, Equity, Health and Wellbeing, Technology

At a Glance

44% reduction in criminal activity (on average) in 2019 compared to 2016 in six neighborhoods prioritized through the program Prosperous Neighborhood. 12% reduction in crime victims and 26% increase in the perception of security in the Próspero San José La Chácara neighborhood in 2022.

More than 275,000 residents benefitted directly or indirectly from the Prosperous Neighborhood between 2017 to 2023.

Residents of all ages created 1,216 drawings of their ideal neighborhood in the Neighborhood of Your Dreams workshops. These drawings informed the design of public space improvements.

In a 2023 survey, 90% of respondents in the Próspero San José La Chácara neighborhood said that improving public spaces contributes to improving relations between neighbors.

The preventive security and protection of a neighborhood is strengthened when residents feel empowered to improve and control public spaces. This simple but powerful idea is a fundamental premise of Guatemala City’s Prosperous Neighborhood Program, promoted by Mayor Ricardo Quiñónez, which combines data analysis and resident participation to increase safety and improve quality of life in neighborhoods in this growing city. The Prosperous Neighborhood Program, implemented by the Municipality of Guatemala, with the support of the Embassy of the United States of America in Guatemala and the Government of Guatemala, focuses on three main areas:

  1. Work in the neighborhood to revitalize and improve public spaces that promote social gatherings, recreation, and community events.
  2. Increasing civic participation of residents, through training, social, cultural, recreational and economic strengthening programs.
  3. Collaboration between police and the community to improve security, promoting peaceful coexistence and order.
Inauguration of the Lavarreda Community Kiosk with Mayor Ricardo Quiñónez, representatives from the U.S. Embassy in Guatemala, National Civil Police and residents. Image Courtesy of Guatemala City.

The first step was to identify where to start the program. In 2016, with the support of the Ministry of the Interior, the National Civil Police and other government agencies, Mayor Ricardo Quiñónez’s delegates identified the six municipal areas with the highest crime rates. These six zones comprise 38% of the city’s area and are home to 64% of its population.  Subsequently, the program team identified the areas where there was the highest concentration of criminal acts in each area. For the first phase of the program (2017-2019), six neighborhoods with high population concentration adjacent to these areas with higher crime rates were prioritized to make improvements, seeking to strengthen citizen coexistence and improve security with a preventive approach. For the second phase, three priority neighborhoods were added (2020-2022). 

The City sought a successful crime prevention model to inform improvements in public spaces. The municipal government team involved residents in priority neighborhoods through exploratory walks, surveys and workshops. For example, the “Neighborhood of Your Dreams” workshops allowed residents of all ages to express their visions for improvements through drawings.  

The improvements in public spaces varied depending on the neighborhood, since they respond to the needs that the neighbors expressed about each one. For example, in one of the nine neighborhoods intervened to date, in the area of ​​San José La Chácara and Saravia in Zone 5, more than 15,000 residents have directly benefited, since a new promenade has been implemented that includes a bike lane, exercise machines, trees and improved lighting.

Regarding preventive security infrastructure, a Community Kiosk was installed in the existing park. The strategy to locate these facilities seeks to build them close to squares, parks or public transport stations, integrated into a video surveillance system and constant training for police officers, since they are articulated with existing police stations, stations and substations of the National Civil Police.

The overall results are encouraging: more than 12,000 square meters of public spaces recovered in 9 neighborhoods, including squares, parks, walks and bike paths, directly benefiting more than 119,000 people.  

For residents, the benefits of the Prosperous Neighborhood Program included a reduction in crime rates and an increase in perceptions of safety. For example, a survey conducted in 2022 of residents of San José La Chácara and Saravia found a 12% reduction in crime victims, a 26% increase in the perception of safety and an increase of seven hours in the use of public parks.

Infographic of highlights and achievements of the Prosperous Neighborhood Program. Courtesy of Guatemala City.

Looking ahead, the Municipality of Guatemala will continue to expand the program while optimizing its approach based on data and lessons learned.  Since 2023, it has expanded the Program to 36 neighborhoods, benefiting 48% of the municipality’s population. The results so far confirm that sustainably improving public safety requires more than simply deploying police resources. When residents can confidently use the public spaces they feel are their own, it produces a deeper sense of community—and a more prosperous and secure Guatemala City. 

“The city is our home and the goal is for us to love it. Let’s take care of it, live in it and improve it together.”

Mayor Ricardo Quiñónez

“Strengthening coexistence between neighbors and improving security in the neighborhoods are priorities for the Prosperous Neighborhood program.  We aim to improve the quality of life and create a city with opportunities for all.” 

Mayor Ricardo Quiñónez
Plaza El Limón was revitalized as part of Prosperous Neighborhood. Image Courtesy of Guatemala City.

Join Our Certified Cities!

Monterrey, Mexico

Improving Quality of Life Through a Data-Driven, Resident-Oriented Municipal Budget

Project Type:
Community Engagement, Equity, Health and Wellbeing, Technology

At a Glance

5% of the City’s annual real estate tax is allocated to projects proposed by residents through the Participatory Budget.

10,254 of votes cast by residents in 2023 for participatory budget proposals in 2023—five times higher than votes cast in 2022.

313 project proposals submitted by residents for the 2024 participatory budgeting round.

30 projects funded in 2023.

In late October 2023, Monterrey residents and city leaders gathered at the Rube Bridge in the Bella Vista neighborhood to celebrate a resident-led transformation. A once nondescript concrete underpass, which many neighbors avoided due to open-air drug use and loitering, was inaugurated as a recreational space featuring a soccer field, basketball and tennis courts, modern lighting and benches. Plans for security cameras, a playground and murals are in the works.

This revitalization is the result of the City of Monterrey’s participatory budgeting (PB) program, which allocates five percent of annual property tax receipts to fund resident proposals each year. Launched in 2022, the proposal is part of the city’s growing commitment to collaborative government and data-driven decision making.

Here’s how it worked:

  1. A resident of the Bella Vista neighborhood submitted a proposal to revitalize the bridge underpass.
  2. The City approved the proposal and included it on the ballot.
  3. Voters approved related proposals in 2022 and 2023.
  4. Bella Vista neighbors formed a committee to review construction project bids and monitor work site progress. (The commitment to this project from Bella Vista residents is remarkable—residents helped keep construction materials secure by sleeping at the construction site.)
Image Courtesy of the City of Monterrey.

Residents are clearly powering Monterrey’s participatory budgeting process—and behind the scenes, so is data. To ensure that wealthy enclaves don’t receive a disproportionate amount of funding, the City divided Monterrey into 30 sectors based on their respective socioeconomic conditions. It then prioritized funding projects in vulnerable areas. Additionally, the amount of funds made available to a particular proposal depends on four factors: the number of inhabitants of the area, the correct payment of property taxes, the level of segregation and the amount of active neighborhood councils in a sector. All proposals put up for vote must also meet technical and legal requirements, as well as being aligned to the City’s strategic goals.

One signal of the PB program’s success? Its growing popularity. In 2022, residents proposed 265 projects, of which 160 were accepted by the City; 2,452 residents ultimately approved 30 to receive funding. Last year, the City received 280 proposals, with 172 deemed feasible and 30 selected by voters. More than four times as many people (10,254) voted on those projects, thanks in part to a city communications campaign that drew on results from a performance analysis of the PB program’s first year.

Today, with civically active residents and an administration that routinely uses data to identify and prioritize local needs, progress is happening in Monterrey. Across the city—the first in Mexico to earn What Works Cities Certification—public spaces are being rehabilitated and reforested, and mobility infrastructure is being made safer. This is what smart, open government looks like in action.

“By having transparency mechanisms in place so citizens can understand how we use resources and make decisions with data, we’re promoting collaboration between society and government. It’s about being able to understand and recognize what can be improved. If we don’t listen to citizens, we lose a fundamental way to keep growing and improving.”

Monica Medellín Estrada, Director of Proactive Transparency, City of Monterrey
Monterrey city staff share more about the participatory budgeting process. Image Courtesy of the City of Monterrey.

“As leaders we have to make decisions every day, otherwise things can fall apart. Whatever our intentions, data helps us know what to do. When you have data, you know you are making a good decision.” 

Luis Donaldo Colosio Riojas, Mayor

30 resident-proposed projects funded by participatory budgeting

Join Our Certified Cities!

Mogi das Cruzes, Brazil

Where Urban Planning is for the Children of Yesterday, Today and Tomorrow.

Project Type:
Community Engagement, Health and Wellbeing, Infrastructure, Parks and Recreation, Youth Development

At a Glance

Created Participa Mogi – an online platform for citizen participation. In its first year, the City received over 1,300 public contributions.

When employment data showed that 25% of Mogi workers were commuting outside of the City, Mogi added 7,000 new jobs in 2022 and increased revenue by 33% ($700 million BRL).

To combat hunger, Mogi das Cruzes created the Social Market Program, which connects farmers to over 1,200 families in vulnerable situations to receive free food.

Deployed innovative Qualitative Data Practices to better understand residents’ needs.

Mogi das Cruzes has found a winning combination. The City of more than 470,000 in São Paulo State is setting itself up for success by using data and community engagement as the foundation of its strategic plan.

Part of this plan includes giving the mic to Mogi’s youngest residents. Mogi das Cruzes wants to be a child-centered city. City officials are asking children for ideas for improving their neighborhoods so that the next generation engages with their government and community. In December 2022, Mogi announced its first “Our Neighborhood Detectives.” Between the ages of 9 and 12, these 24 children will participate in discussions and make suggestions about how to improve the quality of life and urban landscape for all children and adults living in Mogi.

“These boys and girls will represent the children in their neighborhoods and help us create a better city. Their input is an important complement to our data that will improve our decision-making and inspire civic engagement in young people.”

Caio Cunha, Mayor
Image Courtesy of Warley Kenji.

The Neighborhood Detectives project is part of the Mogi Cidade da Criança (City of Children) program, which uses an innovative community engagement and design approach to inform the City’s investments in the wellbeing of its children. Another project within Mogi Cidade da Criança is monitoring air quality for its impact on children’s health. The air quality data is used to make decisions and create action plans, such as enhancing green spaces and encouraging active mobility to reduce emissions.

In addition to engaging its children in planning, the City seeks feedback from residents through regional meetings and neighborhood visits. By thoughtfully and rigorously soliciting resident input, the City is able to use this qualitative data to deepen community impact and better serve residents’ needs. For instance, the City asked for resident feedback about public transportation by conducting surveys in-person on the bus. Bus users were interviewed and the resulting data was used to optimize bus routes.

Mogi das Cruzes also created the Participia Mogi platform for residents to provide input on planning and budget priorities online. The City is opening its internal data up to residents as well, by hosting Open Data Days and making geospatial data available on the GeoMogi website.

“Staff perceive the need to use data in their day-to-day and Certification is helping with this culture shift. Once you have this cultural shift, you can’t go back.”

Caio Cunha, Mayor
Image Courtesy of Warley Kenji.

Additionally, under the guidance of Mayor Cunha, the formula of data and resident input is being used to create a long-term, 40-year plan for the City. The ultimate success of the plan requires institutionalizing recent progress on collecting, managing and analyzing the City’s data. The Mayor’s hope is that residents will expect future administrations to continue the shared vision within a long-term plan: “We wanted this to be a plan for everyone, so we are building a sustainable program that represents the needs of the City as a whole, for today and for the next generation of Mogi residents.”

Join Our Certified Cities!

South Bend, Indiana, USA

South Bend Charts its Future, One Dashboard at a Time.

Project Type:
Community Engagement, Finance, High-Performing Government, Housing, Parks & Recreation, Public Safety, Technology, Transportation

2023 Gold Certification

South Bend, Indiana has been leveraging data and performance management to support its struggling utility customers. First, throughout 2021, the City closely tracked utility payment behavior to understand household vulnerability. The data work justified and contributed to the design of a post-COVD utility bill forgiveness program that impacted 4,957 households. The City also evaluated its existing, monthly Customer Assistance Program (CAP) and discovered two important things: the monthly discount program was burdensome to apply for and was dramatically undersubscribed. To solve the process problem, the City remade the program into the Utility Assistance Program and adopted best practices by shortening the application, testing it with users, and taking away document requirements. To solve the undersubscription problem, the City created a strategic performance management and outreach program called “Assistance Stat” in 2022. Assistant Stat brought together the Mayor’s Office, the Department of Innovation & Technology, neighborhood canvassers, public health workers, and librarians together to track uptake in various undersubscribed government programs and plan data-driven outreach and events.

2020 Silver Certification

Used the Hub data-site details officer recruitment efforts, breaking data down by gender, ethnicity and hiring stage, and links to more information contextualizing the dataset and explaining the overall recruiting process.

To ensure access to affordable and reliable mobility options, outcomes-based procurement strategies were applied to ensure better quality and more effective rideshare services for community employees and residents.

Committing to Data

For decades, South Bend’s national reputation has centered on “the Fighting Irish,” the famed football team of neighboring University of Notre Dame. The reality is that South Bend is far more complex and dynamic than its image as a college town implies.

The city of about 100,000 people is a former manufacturer hub reinventing its economy for the post-industrial age — something two-term mayor and former Presidential candidate Pete Buttigieg liked to note on the campaign trail. And South Bend’s government is also charting a new path for itself. It has led by example in recent years, embracing technology and data-driven practices to spark innovation, engage residents, and improve city services. These new approaches to governance started under Buttigieg and continued under Mayor James Mueller, South Bend’s former Director of Community Investment and Chief of Staff.

As Chief of Staff, Mueller oversaw the launch of a new Department of Innovation & Technology — I&T for short. Over the last four years, the department has provided support to strategic initiatives and internal departments, moving critical projects forward while championing the use of data to improve processes.

“Our Department works across a wide variety of city teams to forward data governance, transparency, process improvement, technology implementation, and analytics,” said Chief Innovation Officer Denise Linn Riedl.

Staffed to serve all city departments, I&T is the centralized office for all things data and technology in South Bend. SBStat, a citywide performance management program, is managed by I&T, along with SB Academy, the government’s internal employee training program for technical skills and leadership. But the department also directly supports things far more visible to South Bend residents — like the police department’s “Transparency Hub.”

“The City of South Bend is committed to data and technology excellence and that was codified with the creation of our Department of Innovation & Technology.”

Chief Innovation Officer Denise Linn Riedl

Boosting Police Transparency

The Hub’s central goal — to gather and share with the public valuable data and information about police operations into one accessible location — aligns perfectly with I&T’s mission. Initially launched in 2017 by I&T and the police department, the Hub features new additions and improvements each year, including a new recruitment and diversity analysis in 2019. Another highlight of the Hub is a dashboard detailing calls for services, shootings and various other crimes.

A dashboard on the police department’s Transparency Hub. Image courtesy of the City of South Bend.

South Bend policing practices came under heightened scrutiny after Eric Logan, a black resident, was fatally shot by a white officer in June 2019. A community outcry followed and national media outlets covered the story as Buttigieg returned to South Bend from the campaign trail. City residents are looking for greater accountability and transparency, and the Hub is an important part of the police department’s commitment to those values. Looking ahead, the city plans to make greater detailed data on Use of Force and include Group Violence Intervention data publicly available on the Hub. The SBPD and I&T teams are also partnering to work with city residents to make the Hub more interactive and user-friendly.

Of course, data transparency is only one step in the journey of broader reform and improvement. As the entire country has focused on reforms to policing following the death of George Floyd, the City of South Bend has worked to move forward with plans to implement multiple policing reforms, including new discipline policies for the department. The Department of Innovation & Technology spearheaded efforts to collect public input on the latest draft of disciplinary changes, as well as facilitating public feedback on budget decisions for 2021.

South Bend Police Officers, I&T, South Bend Council Members, and residents at a Feedback/UX session held to brainstorm improvements to the Police Transparency Hub in 2020. Image courtesy of the City of South Bend.

Beyond accountability and transparency, the Hub also supports the police department’s civic engagement efforts — including partnering with the Behavioral Insights Team (BIT) to recruit a more diverse officer corps reflective of South Bend’s population. The site details officer recruitment efforts, breaking data down by gender, ethnicity and hiring stage, and links to more information contextualizing the dataset and explaining the overall recruiting process. “We want people from our own backyard to join the team, but we also want people from other areas, with other experiences and ideas, to call South Bend home too,” said Ruszkowski.

Why such a focus on recruiting? The city wants potential officers — especially people of color and women — to become familiar with the application process so they can prepare for the steps in the application process where people most often stumble. As a result of this tracking, the police department has already taken action to improve the process, including reducing the number of police officers at interviews and adding new training resources and events before physical tests.

New Views on Green Space

Another data-driven project I&T has helped make reality involves parks. Aaron Perri, the Executive Director of South Bend’s Venues, Parks, and Arts (VPA) Department, wanted to maintain the city’s parks more strategically and efficiently. VPA partnered with I&T and used SB Stat to identify and track park condition metrics over time.

The result of the partnership was the Parks Health Dashboard, an internal tool which will launch publicly in 2020 and includes maintenance statistics regarding mowing, park assets, tree coverage goals, and graffiti removal. But every park’s performance isn’t measured in the same way — staff decided that parks of different sizes and with different facilities should not be benchmarked in the same way. For example, a larger destination park such as South Bend’s Potawatomi Park, should be mowed every five days, whereas a smaller neighborhood park might need mowing every two weeks. After establishing targeted benchmarks, Parks Department staff discovered they were actually over-mowing many parks.

The playground at Potawatomi Park. Image courtesy of the City of South Bend.

Using the analyzed data, the department was able to reduce the overall amount of time and money spent on mowing parks. John Martinez, VPA’s Director of Facilities and Grounds, sees the Parks Health Dashboard as a means to track consistent maintenance goals. While these daily goals seem small to most, in reality they add up to long-term savings for the City while maintaining standards for residents.

“The value and impact of maintenance is hard to quantify, because it’s largely not noticed by the public unless it’s in a state of disrepair,” said Martinez.

“The Parks Health Dashboard allows us to directly show the residents the value of our preventative maintenance programs and capture the meaningful work our employees perform in public spaces. It represents the safety inspections, planning, and intentionality we have with managing community assets.”

Director of Facilities and Grounds John Martinez
A view from the Parks Health Dashboard. Image courtesy of the City of South Bend.

Martinez has also pointed to the motivational power of data for his team. When a frontline worker sees the dashboard displayed, they see how the bars and numbers change from the beginning of their shift to the end. They can see visually how their daily work contributes to system-wide health for the City’s parks.

Beyond improving operations, morale, and transparency, the Parks Health Dashboard also revealed to staff how their work can improve equity across the city. Staff are not simply maintaining parks that receive the most 311 calls for improvements from residents, they are proactively prioritizing parks maintenance based on a comprehensive set of metrics that assess parks health. This new approach ensures parks health is applied equitably across the city regardless of how affluent a neighborhood is, as 311 data shows 311 is a resource that is more likely to be used by residents that live in affluent neighborhoods.

A Data-Driven Future

Additional improvements are planned for both the police department’s Transparency Hub and the Parks Health Dashboard — and the city is moving forward with other data-driven projects involving financial transparency, public health, and transportation access. When data showed that a lack of reliable transportation was the top barrier to employment for one-third of low-income workers in South Bend, the city acted.

I&T is expanding the Commuters Trust program, which aims to solve transportation challenges using support from a three-year grant from the Bloomberg Philanthropies Mayors Challenge. South Bend piloted the guaranteed-ride program in 2019 with three employers (including the University of Notre Dame) and more than 200 participants. Three-fourths of participants said that guaranteed transportation to and from work prevented them from missing or being late to a shift and allowed them to work more shifts. There was a 29 percent decrease in absences. To ensure access to affordable and reliable mobility options, I&T is applying outcomes-based procurement strategies, with the support from the Government Performance Lab at the Harvard Kennedy School, to ensure better quality and more effective rideshare services for community employees and residents.

The Technology Resource Center, where I&T, Commuters Trust, and the local South Bend Code School work, symbolizes South Bend’s commitment to leveraging data and technology to improve the region and lift up all residents. The 12,500 square-foot facility opened in December 2019 and provides a space where education, government and the private sector can come together to solve problems and grow tech skills, Mayor Mueller said in March. The Center is dedicated to helping everyone learn about technology and data and build an inclusive tech future for South Bend.

The City holds technology and data trainings out of the TRC. The picture above shows a PC refurbishing and giveaway event at the TRC in partnership with the South Bend Community School Corporation and PCs for People. Image courtesy of the City of South Bend.

“We still have a lot of work to do, but I’m proud of what our team has accomplished in partnership with all city departments,” said CIO Riedl.

“Data continues to shape program design, evaluation, and transparency, but we want to take that a step further and engage residents with the City’s data and put that information in service to them. We hope the TRC and its programming can help accomplish that.”

Chief Innovation Officer Denise Linn Riedl

For updates on the data and technology-related work coming out of South Bend, you can follow the I&T team’s Medium Blog.

Join Our Certified Cities!

Scottsdale, Arizona, USA

From the Pony Express to AI Traffic Control: Scottsdale Drives toward the Future with Data.

Project Type:
Communications, High-Performing Government, Infrastructure, Parks & Recreation, Technology, Transportation

2023 Gold Certification Highlight:

For several years the City of Scottsdale has been tracking and monitoring short-term rental properties and complaints about them. In 2022, the Arizona Legislature passed a law allowing cities to license short-term rentals and regulate nuisance properties. The City quickly sprang into action, adopting rules requiring short-term rentals to be licensed and creating Good Neighbor Guides to educate short-term rental property owners and their neighbors about the requirements. The CIty also created a Short-Term Rental Map Tool that allows residents to view the license status and understand the impact of short-term rentals in their neighborhoods. The Map Tool draws on the City’s Data Service Standard – one of the first cities in the United States to publish one – that guides the City in developing reliable and informative data services and products for its residents and businesses.

2019 Silver Certification

Launched an open data portal that provides performance data to collective benchmarking databases, which allows cities to help each other set more informed targets and put their own progress into perspective.

Used predictive analysis to calculate yearly projected water needs, which has allowed the City to continue a 20-plus-year streak of pumping less groundwater out of its aquifers than it puts back in.

Teamed up with the Behavioral Insights Team (BIT) to identify the effectiveness of messages on utility bills through randomized control trials that led to more customers choosing eco-friendly, cost-effective options such as signing up for paperless billing.

Analyzed the effects of altering traffic signals after prior accidents to develop data-based, location-specific plans for minimizing traffic jams after future accidents.

Honoring Scottsdale’s Memory

The skies were clear blue at noon as a crowd cheered the world’s oldest official Pony Express to the end of its 200-mile journey, outside the Museum of the West, in Old Town Scottsdale. This annual delivery of 20,000 pieces of first-class mail is among the special events and other attractions that bring about 9 million visitors and around $41 million in tax revenue to this Southwestern city each year. Old Town, the City’s downtown, still grows olive trees from its first days of settlement in the late 1800s, at the same time that it has become the spring home of the San Francisco Giants and begun to emerge as a center for high-tech businesses. It’s just one manifestation of how Scottsdale, the “West’s Most Western Town,” is a city that remembers its past while steadfastly preparing for the future.

The Hashknife Pony Express comes to the end of its 200-mile journey in Old Town Scottsdale.

Adopting a Business Mindset in City Hall

Scottsdale stands out for adopting a business mindset to run a well-managed government, embracing transparency so that residents receive the information they deserve, and embedding data in decision-making to ensure the best outcomes. And the efforts are paying off — in conserving water, serving vulnerable residents, minimizing traffic jams, and beyond.

Scottsdale joined What Works Cities in June 2016 and, soon after, codified an open data policy and launched an open data portal. Scottsdale has also deepened its citywide performance management. City Manager Jim Thompson says, “When we look at data and analytics, even though we assumed something was best, when we overlay old data with new or more specific data, we may find a new way to do things.” To continuously evaluate progress is to continuously improve.

The City is publicly reporting on that progress through a public-facing performance management portal, and provides performance data to collective benchmarking databases, an effort that allows cities to help each other set more informed targets and put their own progress into perspective by comparing themselves to other similar municipalities regionally and nationally. Scottsdale has gone on to earn a 2018 Certificate of Excellence in performance management, the highest distinction, from the International City/County Management Association.

If it’s a flaw in a process that’s causing shortcomings in performance, Scottsdale has a solution for that, too: a cross-departmental team that helps colleagues from across City Hall implement process improvements. A recent project involved modernizing the website for reserving facilities like picnic areas or volleyball courts from the Parks & Recreation Department. What was once a landing page with instructions to call a landline transformed into a full-service resource for determining availability and making a booking. Use of the website increased 200 percent in the first month following the redesign. Most importantly, residents are happier, and the ability to provide better customer service is boosting morale among department employees.

Making Every Drop Count

The Scottsdale Water Department Director Brian Biesemeyer was acting City Manager when Scottsdale’s open data work got underway, so it’s no surprise that he’s pointing his team to the numbers to make sure “every drop counts,” as he aptly puts it. As a desert city, Scottsdale understands the value of water to residents and the economy.

Scottsdale’s Central Arizona Project water treatment plant on its Water Campus.

Each year, by October 1, the department must submit its water order for the following year — meaning calculations for projected water needs are already underway 14 months out. In 2018, by using predictive analytics, there was a difference of fewer than 100 million gallons (or 0.4%) between planned and actual water use. An inaccurate prediction could have required tapping into underground aquifers — a crucial reserve in this arid city — or paying for water it didn’t use. An accurate water order not only saved money; it allowed the department to continue to recharge local aquifers. In doing so, the City continued a 20-plus-year streak of pumping less groundwater out of its aquifers than it puts back in. Scottsdale was the first city in Arizona to achieve this feat — known as safe yield — and has received the Sustainable Water Utility Management Award, from the Association of Metropolitan Water Agencies, the highest industry recognition for municipal water providers. Accurate data analysis and transparency help drive better planning practices that benefit Scottsdale residents now and over the long term.

Data analysis has also saved the department nearly half a million dollars each year by tracing the need for costly meter replacements in one part of the City to a pH imbalance, now corrected, originating from the water plant serving the affected area.

Gathering BITS of Insight

Scottsdale regularly communicates with residents on everything from issuing water bills to recruiting new employees. When Scottsdale joined What Works Cities, it expressed an interest in identifying which messages resonate best with local residents. Scottsdale city staff teamed up with the Behavioral Insights Team (BIT) to determine the answer by using randomized control trials to test the effectiveness of messaging and keep tweaking them accordingly. Pretty soon, they identified messages on utility bills that led to more customers donating $1 per month to local nonprofits, or signing up for paperless billing, a more eco-friendly, cost-effective option.

After ending technical assistance with BIT, the City created a team of internal consultants — the Behavioral Insights Team Scottsdale, or BITS — to carry the work forward by helping staff in departments across City Hall apply behavioral science to their projects. The department that’s engaged most with BITS has been Human Services; they’ve identified effective messaging to recruit more volunteers for programs focused on assisting vulnerable seniors, including Beat the Heat and Adopt-a-Senior.

Most recently, they’ve focused on Adopt-a-Family, a program that recruits volunteers to provide food and gifts for income-eligible families during the holiday season. Human Services Specialist Sue Oh recalls a 2018 volunteer who received a family’s wish list, which included a request for a boy’s polo, and wanted to find out what style the child wanted.

When Oh reached out on behalf of the volunteer, she learned that the child’s mother had passed away; his grandmother was now caring for him and his siblings. Oh related this to the volunteer, who began to cry and shared that her husband had recently passed away. She said, “I know this is what I’m supposed to do,” Oh recalls, and voiced her plans to volunteer again this holiday season.

By integrating testing into communications, Scottsdale is more effectively and efficiently engaging with its residents.

The Road Ahead

Scottsdale’s Traffic Management Center.

Sometimes the effects of using data are quietly unfolding behind the scenes of what most residents see on a daily basis. Take the City’s Traffic Management Center, where analyzing the effects of altering traffic signals after prior accidents has informed the development of data-based, location-specific plans for minimizing traffic jams after future accidents. Now staff are turning those human-gathered insights into algorithms that will eventually allow machine learning to respond with greater precision.

There’s a lesson here: Getting from point A to point B in the best way possible is a great goal for the road — and a useful metaphor for driving progress effectively — but it always involves planning ahead. As Assistant City Manager Brent Stockwell drives back to City Hall after our visit to the Traffic Management Center, he paraphrases how a former council member once put it: “See those trees planted there? They’re there because someone in the past was thinking about the future.”

Join Our Certified Cities!

Disclaimer