Oh, hi!
Here’s something I believe deeply.
Cities are where innovation gets real. Yes, every city has politics. That part is unavoidable.
But trash still has to get picked up.
Potholes still have to be filled.
Toilets still have to flush.
Those imperatives do not pause for debate cycles or policy memos. They are immediate, visible, and personal.
That is what makes cities different from every other level of government. And it is exactly why cities are uniquely positioned to innovate.
Three things you should know:
1️⃣ Local government is closest to real life.
When a service fails, residents feel it instantly and they know exactly who to call.
2️⃣ Innovation in cities is driven by necessity, not hype.
You do not innovate because it sounds good. You innovate because people need things to work.
3️⃣ Trust is built through daily delivery.
Residents decide whether they trust their city based on what happens every single day, not just during big moments.
Because cities touch people’s lives so directly, every interaction becomes a trust opportunity. When services improve, trust compounds. When they fail, trust erodes just as fast.
Why Cities Are Built for On-the-Ground Innovation:
In local government, the distance between a decision and its impact is short.
A change to a trash route shows up on the curb.
A fix to a permitting process shows up in someone’s timeline.
A response through 311 shows up in a resident’s sense of whether their city listens.
That proximity changes everything.
It means cities can test, listen, adjust, and improve faster than larger systems. It means innovation does not have to be abstract. It can be practical, measurable, and human.
And right now, cities have more tools than ever to make that happen.
Engagement Is the Accelerator:
Cities sit on a goldmine of insight through resident feedback, service requests, social channels, and everyday interactions. When cities actively engage residents and treat them like customers, they gain real-time direction on what matters most.
That feedback is not noise. It is a roadmap.
When cities use what residents tell them to improve services, reduce friction, and communicate clearly, something powerful happens. People feel seen. They feel respected. And trust grows.
This is the heart of CityCX.
What You Can Do:
Treat everyday services like trust-building moments.
Trash, streets, water, and permits are not back-office functions. They are your brand.Listen early and often.
Use feedback before problems escalate, not after frustration sets in.Close the loop publicly.
Tell residents what you heard and what changed because of it.Design for real life.
Innovation should make services easier, clearer, and more reliable for the people who use them.
On the Oh, hi! Stories Podcast, Luke Norris from Granicus told me: "Every communications opportunity is an engagement opportunity and an opportunity to learn more about what people think."
That's how daily services become daily trust deposits.
Where do you see the most opportunity to improve trust in your city?
What everyday service has the biggest impact on trust in your community?
Talk soon,
—Dana
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