In 2020, the City of Lancaster focused on foundational data management practices to improve communication and responsiveness to residents' concerns and complaints regarding city service delivery. However, the city lacked a formal procedure for responding to residents, documenting concerns, and tracking progress in service improvement. Data collection was inconsistent, not easily accessible across the city, and the use and management of information systems were varied. Additionally, there was no documentation of routine processes to properly utilize data in decision-making.

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The initiative's impact included enhancing overall resident engagement and improving the city's service delivery performance. By improving data management citywide, the city could optimize business processes, allowing executive leaders and staff to monitor, evaluate, and make informed decisions about city performance.

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Ideally, the City of Lancaster aims to establish a Department of Data Governance and Information Systems with clearly defined roles and responsibilities, sustained by a citywide data governance policy.

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As a Senior Advisor, I collaborated with the City of Lancaster to develop a data governance team and enhance data management fundamentals. Key achievements included:

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• Documenting a data governance plan outlining objectives, roles, responsibilities, and other essential elements, such as mitigating bias in data collection and use, improving data quality, and facilitating data sharing.

• Defining the technical and organizational requirements for implementing a 311 program and publicly releasing data.

• Developing an internal and public engagement plan designed to promote greater public use and benefits from shared data, including outreach efforts and feedback handling processes.

• Assisting in the creation of the city's first Chief Data & Technology Officer position to manage data practices and oversee the implementation of the 311 system.

 

This comprehensive approach aimed to lay a strong foundation for data governance, ultimately improving the city's service delivery and fostering greater transparency and engagement with residents.