ADAPTING MUNICIPAL SERVICE DELIVERY TO THE DIGITAL AGE - THE WASHINGTON, DC APPROACH

摘要

This paper uses the example of Washington, DC to highlight how municipal transportation services are adapting to our connected world to address changing customer expectations and service delivery options. Emerging technological trends, such as the adoption of smartphones, increased connectivity, and the rising use of virtual payment methods, are influencing customer expectations and traveler behaviors. These changes are forcing municipal agencies to provide better and faster services, often by leveraging the same technological changes driving customer changes. The paper elaborates on how DC has responded by transforming its on-street parking program, streetlight program, traveler information system, and customer communications.