City of Boston
Customer Snapshot: Overview
55% less crime in targeted locations
It’s no joke when we say the City of Boston has raised the “BAR” on creating a more livable, cleaner and safer city—not to mention a more efficient and productive one. Winner of the Driving Digital Government Award, Boston About Results (BAR) is the City’s performance metrics system that turns real-time data into measurable outcomes.
City of Boston
Budget: US$2.5 billion
Number of Employees
Boston, Massachusetts, USA
Line of Business
Human Resources, Platform and Technology, Service, Sustainability
SAP BusinessObjects business intelligence (BI) solutions, SAP HANA, SAP Strategy Management, UX design services from SAP
This gives City of Boston officials and residents the ability to monitor how city agencies are performing, and pinpoint areas for improvement. Utilizing UX design services from SAP, the city reimagined the Department of Neighborhood Development (DND) portal, improving information access for Boston’s residents, and paving the way for future expansion.
With SAP HANA, Boston is able to proactively troubleshoot issues and reach strategic policy goals. Some key outcomes:
Customer Snapshot: History
Boston Strong: Past, Present, and Future
Today, this goal is supported by a commitment to measuring performance against strategic priorities for all city departments and providing transparency into city operations. The statistical tools in BAR enable city officials to continuously evaluate services and improve quality of life.
Customer Snapshot: Business Model
Boston prides themselves on regularly being listed among the most livable cities in the United States. Twenty-one diverse neighborhoods offer more than 600,000 residents the opportunity to taste, touch, and experience things from all over the world. Neighbors benefit from exceptional medical facilities, vibrant neighborhood business districts, and a substantial network of parks, community centers, and libraries.
Customer Snapshot: Success Strategy
Thinking with a New Perspective
Local governments are tasked with providing centralized services that effectively use the latest technology. Automated, fast, friendly, responsive service has become the new face of government to the public, and the City of Boston is delivering results from the perspective of an open government that collaborates with citizens.
Such a large population with diverse goals needs ready access to all kinds of information. Residents, property developers, and local business were accessing the DND portal regularly, but the site was cluttered, hard to navigate, and lacked a unified structure. Despite a limited budget, the city knew steps needed to be taken to improve portal access ASAP.
With SAP HANA, Boston is now ready to find the hidden stories in big data, to become a predictive and proactive government. The City of Boston DND portal also needed improvement that was more than just skin deep. The SAP Design & Co-Innovation Center (DCC) teamed up with the SAP Web Portal Engineering team in Israel to collaborate with Boston’s DND team and ensure that time and effort was spent only on designs that could be implemented on the city’s current system and could be built upon moving forward.
Enter SAP: The SAP Experience
Although it was beyond the original statement of work, we knew this was what the city really needed. Ultimately, we fail at SAP if we give customers something beautiful that then breaks down in a year because there are no design guidelines to follow.—Jonathon Judal, Design & Co-Innovation Center (DCC) from SAP in North America
Rebounding After Tragedy
The City’s ability to use data to rapidly benefit the public was tested by the tragic aftermath of the bombings at the 2013 Boston Marathon. Experts estimate that the bombings cost the local economy more than $300 million in lost wages, retail sales, and infrastructure damage.
Better Business: Benefits
With SAP solutions, the City of Boston tracks more than 2,000 unique key performance indicators. These monthly and quarterly KPIs help ensure that city performance is tied to strategic goals. Additionally, using real-time data from SAP HANA, the Problem Properties Task Force has been able to reduce crime rates in targeted areas by 55%, and the city has been able to reduce the number of overdue permits from more than 600 to fewer than 10.The web portal consolidates access to the seven operational divisions of the DND, helping the city of Boston set housing policy, manage real estate portfolio, and strengthen Boston’s small businesses through a dynamic online resource.
Better Business: Lessons Learned
A lot of what we accomplished wasn’t in the design. It was in bringing the different visions of the city’s stakeholders together to build a common understanding, a common vision, and a common goal for what we were all working towards.— Anthony Jakubiak, Design & Co-Innovation Center (DCC) from SAP in North America
Better Business: Run Simple
A Stronger – and Smarter – City
Resurrecting Trust in Government—for the People
This is a great time to be in government, because we have all these cool things happening in technology. Look at the advancements in mobility and cloud computing and social media and what that offers us in terms of communicating with our residents. We can now create engagement channels that allow the constituent to see and feel and touch what their government is doing — and develop that trust relationship back with government.