John O'Leary is a former GOVERNING contributor. He is co-author of "If We Can Put a Man on the Moon: Getting Big Things Done in Government."E-mail: firstname.lastname@example.org
In this 5-minute video, Professor Jerry Mechling of Harvard's Kennedy School of Government looks at the future of technical innovation. He argues that what we've seen before--automation, 24 x 7 availability, and streamlined operations--are just the tip of the iceberg. Going forward, we'll see more fundamentally transformative shifts, and he uses the example of New York's 311 system to illustrate his point.