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As government leaders consider their new investments in systems for citizen contact, workload tracking, and performance management – known in broad-brush as “311” systems -- they are uncertain about the path ahead. They ask, “Where do I start today – and how? What key capabilities should I look for?” To answer these questions, faculty and researchers at Harvard University’s John F. Kennedy School of Government convened 25 government leaders and technology and service providers for a day and a half of focused discussion. This is a report of their findings and discoveries.

Release Date
Thursday, July 10, 2008


Leadership for a Networked World’s applied research, student innovation challenge, and on-campus summit programs are an initiative of Dr. Antonio M. Oftelie, Innovation Fellow at the Technology and Entrepreneurship Center at Harvard (TECH), part of the Harvard John A. Paulson School of Engineering and Applied Sciences. TECH is a hub for students, faculty, alumni, and government and industry leaders to learn together, collaborate, and innovate. LNW accelerates these efforts by connecting leaders across sectors and developing cutting-edge thought leadership on innovation and organizational transformation.

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