TechtoGov.pdf
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The South Bend Department of Innovation & Technology aims to leverage technology, data, and design to empower the city workforce and improve residents' quality of life. The department overhauled the Utility Assistance Program (UAP) to make it more accessible and impactful. Changes included streamlining the application process, increasing eligibility, and integrating the program with other city systems. Outreach efforts ensured community needs were met. The redesigned UAP helped many vulnerable households amid rising utility bills during the pandemic. The department continues developing initiatives focused on civic engagement and government modernization.
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TechtoGov.pdf
- 1. City of South Bend Innovation & Technology City of South Bend Innovation & Technology South Bend’s Department Innovation & Technology Hello, world! We’re a small city that does big things.
- 2. City of South Bend Innovation & Technology Who we are South Bend’s Department of Innovation & Technology (I&T) leverages technology, data, and design to empower a thriving City workforce and improve quality of life for our neighbors. Our Mayor asks us to be the best in the state, one of the best in the country when it comes to government IT, innovation, digital services and technology equity. Our team is friendly, flexible, and mission-driven. Our mantra is “Listen first, build with.”
- 3. City of South Bend Innovation & Technology
- 4. City of South Bend Innovation & Technology
- 5. City of South Bend Innovation & Technology
- 6. City of South Bend Innovation & Technology The Falcam
- 7. City of South Bend Innovation & Technology We strive to be leaders in GovTech & Innovation
- 8. City of South Bend Innovation & Technology
- 9. City of South Bend Innovation & Technology How we changed policy, reshaped a program, layered on technology, iterated with the community, and help vulnerable households in South Bend The Utility Assistance Program
- 10. City of South Bend Innovation & Technology After COVID, utility bills racked up
- 11. City of South Bend Innovation & Technology UAP = Utility Assistance Program Future Revitalized UAP Old Version of UAP 1. Wait until September 2. Apply using LIHEAP’s lengthy application submitting cumbersome documentation that isn’t relevant to UAP 3. Wait 2 months 4. Call the city to seek assistance 5. Call Real Services after being redirected 6. Wait another month 7. Without any notification or receiving an enrollment letter, the participant receives the UAP benefit 1. After learning about the UAP program, the participant is able to apply the same day with an intuitive application that takes less than 20 minutes and requires no documents. 2. Wait 1 week 3. The participant receives an enrolment letter notifying them that they’ve been enrolled UAP and suggesting other social assistance programs they’re likely to be eligible for 4. They are automatically, easily re- enrolled every year
- 12. City of South Bend Innovation & Technology
- 13. City of South Bend Innovation & Technology Our Mayor Greenlit these 9 Program Changes
- 14. City of South Bend Innovation & Technology What we built: A New UAP Process + Application
- 15. City of South Bend Innovation & Technology Our team worked with nonprofits, neighborhood organizations, service organizations to make sure our application and process worked for our residents. We also created a results- driven contracting model with community partners to make sure uptake was healthy. We prototyped the application with users
- 16. City of South Bend Innovation & Technology
- 17. City of South Bend Innovation & Technology
- 18. City of South Bend Innovation & Technology We Leveraged All Parts of I&T to Overhaul UAP Low accessibility addressed with SU UX testing sessions Spanish language option Results-driven contracts for outreach Shorter application Low impact addressed with Increased discount $ Increased eligibility to 80% AMI Expanded eligibility to renters and owners Tethered eligibility to other programs Burdensome administration addressed with Automatic re-attestation Utility billing system integration Email and phone notifications Annual audits, no documentation requirements Lack of strategic direction addressed with Automated reporting on program use and health 311 integration and ownership “Assistance Stat” Program Product management Innovation + Tech + Engagement = Impact
- 19. City of South Bend Innovation & Technology We just won an award!
- 20. City of South Bend Innovation & Technology Read more about us! ? You can read a Princeton case about the creation of our Department ? Link to the Department’s Medium Blog ? Article about the Utility Assistance Program by Harvard
- 21. City of South Bend Innovation & Technology Our Opportunities 2023 -2024 ? Chief Digital Officer ? Product Manager ? Solutions Designer ? IT Project Manager ? Program Manager – Transportation ? Manager, Customer Success ? Manager, Enterprise Software ? Software Specialist All linked to here.
- 22. City of South Bend Innovation & Technology Why work for us? “South Bend is a sizeable (100k+) city, but it’s not too big that the City teams cannot actively engage with the citizens that we serve, and the work we do has measurable differences on people’s lives. Also, for a City of our size, we can regularly hang with larger cities across the country by the high quality of the tech projects that we are working on.” — Shawn Delahanty (Director of Enterprise Services & Software, 10+ years at the City)
- 23. City of South Bend Innovation & Technology Why South Bend? “I love the genuine sense of civic pride I find throughout the community! So many people genuinely care about building a stronger community and city, and that’s exciting to be part of both as a resident and through working with the City.” — Elijah Grammer (Innovation Fellow, 1 year at the City)
- 24. City of South Bend Innovation & Technology Keep in touch! Denise Linn Riedl CIO, City of South Bend driedl@southbendin.gov