Providing municipal services is especially challenging in urban environments with high densities, aging infrastructure, and diverse populations.  There are numerous emerging techniques and technologies that support municipal efforts to improve service delivery through tracking, benchmarking, and evaluation.  These systems can operate across all departments citywide (e.g., the “Stat” programs described in (#3C Cost-effective service delivery), or they can target a particular neighborhood and focus on specific elements such as public works.  

Computerized Neighborhood Environment Tracking (ComNET) is a tool that allows residents to document physical infrastructure deficiencies and hazards, such as potholes or faded cross walks, in their neighborhoods.  The resulting inventory includes information about the location and nature of the problem, helping municipal agencies to stay informed of needs and enabling residents to hold municipalities accountable for repairs. Such a program has been applied with some success in Worcester and should be replicated in other urban communities. 

12.a    Municipalities should seek opportunities to apply Computerized Neighborhood Environment Tracking

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