Stephen Goldsmith is a professor of government at the Harvard Kennedy School. He was formerly the two-term mayor of Indianapolis and deputy mayor for operations for New York City.E-mail: firstname.lastname@example.org
The notion of organizing government services around customer needs has been around for a long time--but mostly in the form of a hoped for goal rather than an accomplished reality. Too often, the bureaucratic structure seems to take precedence over the needs of those being helped.
An excellent article by John Kamensky and Jonathon Breul highlight some best practices where integrated service delivery is actually gaining traction.