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An additional 395 case studies are available in the case study archive.

The former municipality of Molenwaard was the Netherlands’ first local council to operate without a town hall. This innovation came about when three local authorities merged together into one municipality. Despite becoming a much larger municipality they still wanted to stay close to the community. They decided to no longer have a service desk in the traditional sense of the concept. Instead, the local authority goes out into the community and is, therefore, always nearby.

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The Heating Assistance Rebate Program (HARP) helps over 42,000 low income Nova Scotians with the high cost of heating their homes in the winter. In 2016 Service Nova Scotia used an innovative approach to modernize HARP from a paper-based application to an online system to improve user experience and government processes. The modernization of this program was uniquely user-driven with significant user-testing leading the transition process and continuous user-testing for ongoing improvement.

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The digital economy is booming in Medellín. So is digital tax evasion. To identify potential tax evaders, the local treasury department used to detect unregistered online stores manually. Since the use of social media for economic activities has grown exponentially, the agency has now developed a bot that automatically scrapes Instagram for such stores - and officers can use their time instead to work with store owners to formalize their businesses.

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Societal challenges such as demographic change affects rural areas in particular. The Social Foresight Lab is an innovative participatory approach towards rural development and technology transfer to address these challenges. It combines foresight, needs assessment and strategy development. Rural areas benefit, as it takes into account regional characteristics, initiates new cooperations among regional stakeholders, and integrates technological and social innovations into regional development.

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The Australian government is transforming employment services to improve how the system works for job seekers, employers and the community.

Transformational change requires genuine consultation to capture the diversity of views of stakeholders affected by changes, identifying pain points, testing ideas and laying the groundwork for sustainable policy reform.

A citizen centric approach helps to understand the real-world impact, leading to better outcomes and greater acceptance in the community.

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Community Connects is a pilot project that came out of the Transportation Innovation Lab. Problem/Opportunity: Cape Breton Regional Municipality (CBRM) is a region with high levels of poverty and unemployment. Innovation: Taxi service, doorstep pick-up, defined drop-off points, flat rate: $7 seat. Why innovative? In short, the approach (social innovation lab) and those that were engaged (first-voice participants).

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