Performance Management
New York City’s VendorStat initiative for social services
Andy Feldman, Gov Innovator Podcast
How can public agencies give contractors — such as social service providers — more flexibility to design their own strategies while also ensuring greater monitoring of, and accountability for, results? New York City aims to do just that in the area of welfare-to-work services through its VendorStat initiative.

Customer Service
Behind Philly311: Six Steps to Innovative Customer Services
Jason Shueh, Government Technology
Philadelphia has created a blueprint for developing 311 services that are both innovative and supportive.

Open Government
Participatory Democracy’s Emerging Tools
Beth Noveck, Governing
What started as groupware in the business world is providing better ways for governments to collaborate with citizens.
Open Data Evolution: From Increasing Transparency to Engaging Citizens
Pamela Martineau, Government Technology
Small, medium and large cities share how open data efforts are evolving in their communities.