Building on a peer-to-peer exchange on ICT Enabled Citizen Engagement platforms that took place in July, 2016 with the City of New York and others, this session will expand and deepen the discussion on how citizen engagement in the urban space – particularly Smart citizen engagement – is put into practice to improve results. The session will start with a presentation by Tom Wright and Juliette Michaelson - the President and Executive Vice President of the Regional Planning Association of the New York Metropolitan Region, on how they used technology and face-to-face mechanisms to do participatory urban planning at scale in the former World Trade Center site, and RPA uses “Avatars” to promote more inclusive planning processes. NYC311 Jose Morrisroe’s will share his presentation on one of the largest Smart Citizen platforms in the world (220 million calls to date on over 4,000 service areas) and describe how NYC311 put citizen concerns at the center of city management (replayed). The session will then provide a brief “Ignite” tour of ICT-enabled innovations in locales as varied as Colombo, Mumbai, Palestine, and Ghana by World Bank staff. Last, participants will brainstorm on how Bank teams can organize themselves to more systematically integrate citizen engagement into our urban lending.
Chair
Sameh Wahba, Director, Urban Development, GSURR
Speakers and Topics
Innovations in Participatory Planning at Scale: Collaborative Planning and The Role of Civil Society
Tom Wright, President and Juliette Michaelson, Executive Vice President,
Regional Planning Association of the New York Metropolitan Region
Becoming the Champion of the Smart Citizen-Government Interface – Experience from NYC311
World Bank Panel: Framework overview and experiences in Integration of Smart Citizen engagement into operations in from Colombo, Mumbai Dar Es Salaam, Accra, Palestine and others [Sarah Keener, Ngeniform Fawah Akwo, Sabine Beddies, Hyoung Gun Wang, Edward Charles Anderson, Keith Patrick Garrett]
Background
Do you know what a “311” platform is? “311” generally refers to is a form of technology that provides geo-referenced citizen generated service requests, complaints or feedback on issues that concern public space and public services. For example, the City of New York has one of the largest (and oldest) geo-referenced citizen engagement platforms in the world, having received over 220 million calls to date. This serves as a primary interface between citizens and over 250,000 city employees, around over 4,000 services. The system provides a public and extremely rich source of searchable data for citizens and civic groups. Further, every morning a “pulse of the city” report is displayed at city hall, orienting the day’s focus of city managers. New York and other cities have seen levels of service, and benchmarking of response times improve. http://www1.nyc.gov/311/
The number of cities, sectors, and countries that have introduced such digital citizen engagement platforms has mushroomed in the past few years, generating growing demand for shared learning, as well as demand for assessment of the effectiveness of such platforms to improve service quality, increase the voice of poorer residents, feed into public investment allocations, generate trust (or votes), and lead to more responsive municipal (or Government) staff. Such systems offer the potential to fundamentally shift the paradigm of urban planning, management and service delivery. A number of Bank knowledge events have focused on the use of 311 systems in U.S. cities including Boston, Detroit and New York.
The New York Regional Planning Association (RPA) is a non-profit organization that has played an instrumental role in providing voice and inclusion for diverse citizens in planning processes in the New York Metropolitan Region; RPA also raises public awareness on metropolitan planning priorities and coalition building. Shortly after the September 11 terrorist attacks, RPA convened a coalition of more than 75 business, community and environmental groups representing a cross-section of New York to provide an umbrella for civic planning and advocacy efforts to rebuild the area. The alliance helped the civic community play a crucial role in the process, hosting the historic “Listening to the City” forums which changed the course of planning for this key site.
Biographies
Sameh Wahba is the Director for Urban and Territorial Development, Disaster Risk Management and Resilience at the Social, Rural, Urban and Resilience Global Practice. He was formerly the Practice Manager for Urban and Disaster Risk Management in the Africa Region at the World Bank. Prior to this, he managed the Global Urban and DRM Unit, where he was responsible for the Bank’s urban policy, strategy, analytics and partnerships at the global level and support to regional and country operations. He served between May 2013 and June 2014 as Acting Director for the Urban and Disaster Risk Management Department and Chair of the Urban Sector Board. Previously, he worked as Sector Leader for Brazil, where he was responsible for coordinating the Bank’s lending operations, policy advisory and analytical services in Brazil in the areas of infrastructure, urban development, disaster risk management, and social development, and as Lead Urban Specialist in Latin America and the Caribbean and Sustainable Development. Since joining the Bank in 2004, he worked on urban development, land and housing, and infrastructure issues in Latin America and the Caribbean and the Middle East and North Africa Regions. Prior to joining the Bank, he worked as a housing and urban specialist at the Institute of Housing and Urban Development Studies (IHS) in Rotterdam and at the Harvard Center for Urban Development Studies in Cambridge, MA. He holds a Ph.D. and Masters in urban planning from Harvard University and a M.Sc. and B.Sc. in engineering from Cairo University. He has 20 years of experience in urban development, infrastructure and sustainable development issues. He is fluent in Arabic, French, English and Portuguese.
Tom Wright is president of Regional Plan Association. He has steered many of the organization's key initiatives, including the Draft Vision Plan for the City of Newark (2006) and A Region at Risk: The Third Regional Plan for the New York-New Jersey-Connecticut Metropolitan Area (1996). He oversees the day-to-day operations of RPA and coordinates activities with the Board of Directors. Prior to becoming president on Jan. 1, 2015, he was RPA's executive director. Previously, he was deputy executive director of the New Jersey Office of State Planning, where he coordinated the production of the New Jersey State Development and Redevelopment Plan (2001). From 1991 to 1993, he was coordinator of the award-winning Mayors' Institute on City Design, sponsored by the National Endowment for the Arts. In addition, he lectures widely on growth management and regional planning. He is a visiting lecturer in public policy at Princeton University's Woodrow Wilson School of Public and International Affairs. He has taught at the Columbia University Graduate School of Architecture, Planning and Preservation, the Lincoln Institute of Land Policy, and the New Jersey Institute of Technology School of Architecture. He received a Bachelor of Arts in history and a certificate in American Studies from Princeton University, and a Master of Science in Urban Planning from Columbia University. He is a member of NYC's Sustainability Advisory Board, which helped prepare PlaNYC 2030, and of New York City's Waterfront Advisory Committee. He is a member of the Board of Directors of the Arts Council of Princeton and Places Journal, and serves on the Advisory Committee for the J. Max Bond Center on Design for the Just City at the City College of New York. He resides in Princeton, N.J., with his wife, Cameron Manning, and three daughters.
Juliette Michaelson is the Vice President for Strategy at Regional Plan Association. She is managing RPA's Fourth Regional Plan. The plan, to be released in 2016, will provide a blueprint for the region’s growth, sustainability, good governance, and economic opportunity for the next generation. Juliette is leading the ambitious research and public engagement effort necessary to identify the plan’s recommendations and build the network of constituents who will help carry them out over 25 years. She has overseen a number of projects at RPA, including the creation of a network of transit-agency executives from around the world. She is also the author of two landmark reports that quantified how much transit service improves home values near train stations. Prior to joining RPA, Juliette worked at Project for Public Spaces, where she managed a range of outreach, education, and training programs to help municipalities and state departments of transportation work together and make concordant land use and transportation decisions. She received a Bachelor of Arts in Political Science from Princeton University and a Master's in Urban Planning from Columbia University.
Joseph Morrisroe, Director, NYC311 and co-Chair US Association of 311 Operators
As Executive Director for New York City's primary customer-facing channels, the 311 customer service center and 311 Online website, Joe Morrisroe is responsible for ensuring 8 million residents and thousands of businesses, as well as millions more commuters and visitors have easy and direct access to information, services, and assistance provided by the City.
A veteran of the consumer marketing and contact center operations industry, Mr. Morrisroe was previously Vice President at AT&T Wireless Services, managed The New York Times Acquisition and Retention programs, and built Operations Centers in the US and Dominican Republic. He is a graduate of Rhode Island College and lives in Manhattan.
Sarah Keener is a Senior Social Development Specialist in the Global Practice for Social, Urban Rural and Resilience in the Middle East and North Africa Region (MENA), where she currently serves as a Focal Point on Citizen Engagement (CE) charged with implementing the regional strategy which includes institutionalization of CE as a core results indicator. She previously coordinated the CE agenda in the Latin America and Caribbean Region and as part of the LCR regional strategy, led initiatives to develop models for ICT enabled citizen engagement platforms (often referred to as 311 platforms) more systematically in Bank and Client operations (in urban transport, national roads, electricity and water). She has served as a core member of the Bank-wide working group to help institutionalize the approach to mainstreaming citizen engagement. Ms. Keener worked for many years in the Africa Region, where she led the social accountability agenda in a number of countries, developed a regional action plan and worked extensively on scaling up municipal level participatory budgeting and social accountability to improve service delivery in urban slums and in the water sector (including managing the Nile Basin Stakeholder Involvement project). She specialized in downwards accountability to consumers in peri-urban areas and utility regulation/reform. Ms. Keener, an American national, holds a Master’s Degree in Public Policy from Harvard’s Kennedy School of Government.
Sabine Beddies is a Senior Urban Specialist in the Global Practice for Social, Urban Rural and Resilience in the Middle East and North Africa Region. She currently leads the implementation of the Tunisian Urban Development and Local Governance Program, and co-leads the Yemen Emergency Crisis Response Project (with GP SP), and the Morocco National Initiative for Human Development II (with GP Ag). Sabine also leads the Yemen urban portfolio, and is a team member of the Palestine Municipal Development Project.
Sabine has worked on cross-cutting themes of decentralization, local governance and conflict as well as the water and sanitation sectors, agriculture, education, local taxation, among others mainly in ECA and AFR (Albania, Kenya, Macedonia, Montenegro, Morocco, Palestine Tajikistan, Tanzania, Yemen). Prior to her current assignment, she worked for UNDP in Albania and the EU in Tanzania. Sabine holds a Ph.D. from the London School of Economics focusing on urban inclusion and governance.
Gaurav Relhan is an Information & Communications Technology (ICT) Specialist with the Bank who has led the implementation of several ICT-based mapping/monitoring, transparency, and citizens’ engagement platforms across a variety of sectors and regions. In the urban sector, Gaurav has led the implementation and leveraging of a citizen-centric geospatial platform in municipal context of Ghana (viewable at www.GhDistrictsMonitor.org). In Senegal, Gaurav has led a project evaluation exercise involving citizens’ participation in harnessing smartphone technology for capturing outcomes and impact of a World Bank -funded water and sanitation project in Dakar.
If you have any questions, please contact:Fawah Ngeniform Akwo [nakwo@worldbank.org]
Calendar » “Smart” Citizen Engagement in Municipal Areas Where Do We Go From Here?
“Smart” Citizen Engagement in Municipal Areas Where Do We Go From Here?
The Smart Cities KSB and Urban Analytics GSG invite you to:
“Smart” Citizen Engagement in Municipal Areas: Where Do We Go From Here?
Experiences from Pioneering Cities: NYC311, New York Regional Planning Association, Colombo, Mumbai, Accra, West Bank and others
WebEx: https://goo.gl/RRZsuF
Meeting number: 732 866 221
Meeting password: WD3QJcb7
Audio connection: 1-650-479-3207 Call-in toll number (US/Canada)
Access code: 732 866 221
Wednesday, November 30 | 2:00 – 3:30 pm | GSURR Forum
Click to RSVP and add to calendar: Notes Users and Outlook Users
Offsite: NCC
Room N4-586
Building on a peer-to-peer exchange on ICT Enabled Citizen Engagement platforms that took place in July, 2016 with the City of New York and others, this session will expand and deepen the discussion on how citizen engagement in the urban space – particularly Smart citizen engagement – is put into practice to improve results. The session will start with a presentation by Tom Wright and Juliette Michaelson - the President and Executive Vice President of the Regional Planning Association of the New York Metropolitan Region, on how they used technology and face-to-face mechanisms to do participatory urban planning at scale in the former World Trade Center site, and RPA uses “Avatars” to promote more inclusive planning processes. NYC311 Jose Morrisroe’s will share his presentation on one of the largest Smart Citizen platforms in the world (220 million calls to date on over 4,000 service areas) and describe how NYC311 put citizen concerns at the center of city management (replayed). The session will then provide a brief “Ignite” tour of ICT-enabled innovations in locales as varied as Colombo, Mumbai, Palestine, and Ghana by World Bank staff. Last, participants will brainstorm on how Bank teams can organize themselves to more systematically integrate citizen engagement into our urban lending.
Chair
Sameh Wahba, Director, Urban Development, GSURR
Speakers and Topics
Innovations in Participatory Planning at Scale: Collaborative Planning and The Role of Civil Society
Tom Wright, President and Juliette Michaelson, Executive Vice President,
Regional Planning Association of the New York Metropolitan Region
Becoming the Champion of the Smart Citizen-Government Interface – Experience from NYC311
Joe Morrisroe, Executive Director
NYC311 and NYC.gov , the City of New York
World Bank Panel: Framework overview and experiences in Integration of Smart Citizen engagement into operations in from Colombo, Mumbai Dar Es Salaam, Accra, Palestine and others [Sarah Keener, Ngeniform Fawah Akwo, Sabine Beddies, Hyoung Gun Wang, Edward Charles Anderson, Keith Patrick Garrett]
Background
Do you know what a “311” platform is? “311” generally refers to is a form of technology that provides geo-referenced citizen generated service requests, complaints or feedback on issues that concern public space and public services. For example, the City of New York has one of the largest (and oldest) geo-referenced citizen engagement platforms in the world, having received over 220 million calls to date. This serves as a primary interface between citizens and over 250,000 city employees, around over 4,000 services. The system provides a public and extremely rich source of searchable data for citizens and civic groups. Further, every morning a “pulse of the city” report is displayed at city hall, orienting the day’s focus of city managers. New York and other cities have seen levels of service, and benchmarking of response times improve. http://www1.nyc.gov/311/
The number of cities, sectors, and countries that have introduced such digital citizen engagement platforms has mushroomed in the past few years, generating growing demand for shared learning, as well as demand for assessment of the effectiveness of such platforms to improve service quality, increase the voice of poorer residents, feed into public investment allocations, generate trust (or votes), and lead to more responsive municipal (or Government) staff. Such systems offer the potential to fundamentally shift the paradigm of urban planning, management and service delivery. A number of Bank knowledge events have focused on the use of 311 systems in U.S. cities including Boston, Detroit and New York.
The New York Regional Planning Association (RPA) is a non-profit organization that has played an instrumental role in providing voice and inclusion for diverse citizens in planning processes in the New York Metropolitan Region; RPA also raises public awareness on metropolitan planning priorities and coalition building. Shortly after the September 11 terrorist attacks, RPA convened a coalition of more than 75 business, community and environmental groups representing a cross-section of New York to provide an umbrella for civic planning and advocacy efforts to rebuild the area. The alliance helped the civic community play a crucial role in the process, hosting the historic “Listening to the City” forums which changed the course of planning for this key site.
Biographies
Sameh Wahba is the Director for Urban and Territorial Development, Disaster Risk Management and Resilience at the Social, Rural, Urban and Resilience Global Practice. He was formerly the Practice Manager for Urban and Disaster Risk Management in the Africa Region at the World Bank. Prior to this, he managed the Global Urban and DRM Unit, where he was responsible for the Bank’s urban policy, strategy, analytics and partnerships at the global level and support to regional and country operations. He served between May 2013 and June 2014 as Acting Director for the Urban and Disaster Risk Management Department and Chair of the Urban Sector Board. Previously, he worked as Sector Leader for Brazil, where he was responsible for coordinating the Bank’s lending operations, policy advisory and analytical services in Brazil in the areas of infrastructure, urban development, disaster risk management, and social development, and as Lead Urban Specialist in Latin America and the Caribbean and Sustainable Development. Since joining the Bank in 2004, he worked on urban development, land and housing, and infrastructure issues in Latin America and the Caribbean and the Middle East and North Africa Regions. Prior to joining the Bank, he worked as a housing and urban specialist at the Institute of Housing and Urban Development Studies (IHS) in Rotterdam and at the Harvard Center for Urban Development Studies in Cambridge, MA. He holds a Ph.D. and Masters in urban planning from Harvard University and a M.Sc. and B.Sc. in engineering from Cairo University. He has 20 years of experience in urban development, infrastructure and sustainable development issues. He is fluent in Arabic, French, English and Portuguese.
Tom Wright is president of Regional Plan Association. He has steered many of the organization's key initiatives, including the Draft Vision Plan for the City of Newark (2006) and A Region at Risk: The Third Regional Plan for the New York-New Jersey-Connecticut Metropolitan Area (1996). He oversees the day-to-day operations of RPA and coordinates activities with the Board of Directors. Prior to becoming president on Jan. 1, 2015, he was RPA's executive director. Previously, he was deputy executive director of the New Jersey Office of State Planning, where he coordinated the production of the New Jersey State Development and Redevelopment Plan (2001). From 1991 to 1993, he was coordinator of the award-winning Mayors' Institute on City Design, sponsored by the National Endowment for the Arts. In addition, he lectures widely on growth management and regional planning. He is a visiting lecturer in public policy at Princeton University's Woodrow Wilson School of Public and International Affairs. He has taught at the Columbia University Graduate School of Architecture, Planning and Preservation, the Lincoln Institute of Land Policy, and the New Jersey Institute of Technology School of Architecture. He received a Bachelor of Arts in history and a certificate in American Studies from Princeton University, and a Master of Science in Urban Planning from Columbia University. He is a member of NYC's Sustainability Advisory Board, which helped prepare PlaNYC 2030, and of New York City's Waterfront Advisory Committee. He is a member of the Board of Directors of the Arts Council of Princeton and Places Journal, and serves on the Advisory Committee for the J. Max Bond Center on Design for the Just City at the City College of New York. He resides in Princeton, N.J., with his wife, Cameron Manning, and three daughters.
Juliette Michaelson is the Vice President for Strategy at Regional Plan Association. She is managing RPA's Fourth Regional Plan. The plan, to be released in 2016, will provide a blueprint for the region’s growth, sustainability, good governance, and economic opportunity for the next generation. Juliette is leading the ambitious research and public engagement effort necessary to identify the plan’s recommendations and build the network of constituents who will help carry them out over 25 years. She has overseen a number of projects at RPA, including the creation of a network of transit-agency executives from around the world. She is also the author of two landmark reports that quantified how much transit service improves home values near train stations. Prior to joining RPA, Juliette worked at Project for Public Spaces, where she managed a range of outreach, education, and training programs to help municipalities and state departments of transportation work together and make concordant land use and transportation decisions. She received a Bachelor of Arts in Political Science from Princeton University and a Master's in Urban Planning from Columbia University.
Joseph Morrisroe, Director, NYC311 and co-Chair US Association of 311 Operators
As Executive Director for New York City's primary customer-facing channels, the 311 customer service center and 311 Online website, Joe Morrisroe is responsible for ensuring 8 million residents and thousands of businesses, as well as millions more commuters and visitors have easy and direct access to information, services, and assistance provided by the City.
A veteran of the consumer marketing and contact center operations industry, Mr. Morrisroe was previously Vice President at AT&T Wireless Services, managed The New York Times Acquisition and Retention programs, and built Operations Centers in the US and Dominican Republic. He is a graduate of Rhode Island College and lives in Manhattan.
Sarah Keener is a Senior Social Development Specialist in the Global Practice for Social, Urban Rural and Resilience in the Middle East and North Africa Region (MENA), where she currently serves as a Focal Point on Citizen Engagement (CE) charged with implementing the regional strategy which includes institutionalization of CE as a core results indicator. She previously coordinated the CE agenda in the Latin America and Caribbean Region and as part of the LCR regional strategy, led initiatives to develop models for ICT enabled citizen engagement platforms (often referred to as 311 platforms) more systematically in Bank and Client operations (in urban transport, national roads, electricity and water). She has served as a core member of the Bank-wide working group to help institutionalize the approach to mainstreaming citizen engagement. Ms. Keener worked for many years in the Africa Region, where she led the social accountability agenda in a number of countries, developed a regional action plan and worked extensively on scaling up municipal level participatory budgeting and social accountability to improve service delivery in urban slums and in the water sector (including managing the Nile Basin Stakeholder Involvement project). She specialized in downwards accountability to consumers in peri-urban areas and utility regulation/reform. Ms. Keener, an American national, holds a Master’s Degree in Public Policy from Harvard’s Kennedy School of Government.
Sabine Beddies is a Senior Urban Specialist in the Global Practice for Social, Urban Rural and Resilience in the Middle East and North Africa Region. She currently leads the implementation of the Tunisian Urban Development and Local Governance Program, and co-leads the Yemen Emergency Crisis Response Project (with GP SP), and the Morocco National Initiative for Human Development II (with GP Ag). Sabine also leads the Yemen urban portfolio, and is a team member of the Palestine Municipal Development Project.
Sabine has worked on cross-cutting themes of decentralization, local governance and conflict as well as the water and sanitation sectors, agriculture, education, local taxation, among others mainly in ECA and AFR (Albania, Kenya, Macedonia, Montenegro, Morocco, Palestine Tajikistan, Tanzania, Yemen). Prior to her current assignment, she worked for UNDP in Albania and the EU in Tanzania. Sabine holds a Ph.D. from the London School of Economics focusing on urban inclusion and governance.
Gaurav Relhan is an Information & Communications Technology (ICT) Specialist with the Bank who has led the implementation of several ICT-based mapping/monitoring, transparency, and citizens’ engagement platforms across a variety of sectors and regions. In the urban sector, Gaurav has led the implementation and leveraging of a citizen-centric geospatial platform in municipal context of Ghana (viewable at www.GhDistrictsMonitor.org). In Senegal, Gaurav has led a project evaluation exercise involving citizens’ participation in harnessing smartphone technology for capturing outcomes and impact of a World Bank -funded water and sanitation project in Dakar.
If you have any questions, please contact: Fawah Ngeniform Akwo [nakwo@worldbank.org]