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

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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In June 2017 the Government created a Social Innovation and Social Finance Strategy Co-Creation Steering Group (SG) to provide recommendations for a Strategy. Based on a year-long process the SG developed 12 recommendations.
In response, the Government announced the Strategy’s foundational elements in November 2018 including a $50 million Investment and Readiness program to build the capacity of organization to access social finance and a $755 million repayable Social Finance Fund.

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The Client Experience Measurement Survey Model was developed by Employment and Social Development Canada to gather and analyse client feedback to improve service delivery to its clients. Canadians have been able to express their views on government programs and services, which have informed the way programs and services are designed and delivered.  The survey allows the tracking of service satisfaction, ease of access, effectiveness of service delivery, and the experience of particular programs and client groups in depth. It provides accurate and reliable data on satisfaction drivers, service improvements, and client groups facing barriers.

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The Louisville Metro Badge Program rewards employees for tasks like creating an open dataset, crowdsourcing information from citizens or collaborating with other departments on projects. There’s a tiered reward system for civil servants who participate, with prizes ranging from LinkedIn recommendations to recognition at a city-wide awards ceremony.

 

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In order to rebuild the relationship between the administration and its stakeholders, the Chamber of Commerce of the Italian city of Cosenza has initiated project #OpenCameraCosenza. To achieve this objective, #OpenCameraConsenza rearranged the organizational and communication structures and together with the legal representative, the communications team used different tools to reach the administration's stakeholders: Facebook, Twitter, Instagram, Aurasma app, Qr-codes and the website.

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« DK Plus de Mobilité » is an ambitious transportation policy led by the Dunkirk Urban District Council. This project aims to increase the share (less than 7%) of public transit in the Dunkirk area (200 000 inhabitants). The main challenge and specificity of this project – developed in consultation with local population - consists in combining the upgrading and modernization of transport infrastructures with the implementation of free public transport for all.

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