ABSTRACT
This chapter reviews how many urban services are delivered today, including contracting out, e-government, interlocal agreements, and 311 service call systems. Service delivery is very sensitive to new technologies, and cities need to keep up with citizen demand for up-to-date solutions. Cities also need to monitor the effectiveness of service delivery through performance monitoring systems. Performance measures for service delivery can include service quality and quantity as well as responsiveness. These can be the number of residents served, citizen perception of service quality, and percent of service requests that are resolved within a certain time period. Understanding urban service delivery systems is crucial to fulfilling NASPAA's Urban Administration student learning goals. The government provides public goods and services that would otherwise be under-provided by the private sector. Public-private partnerships are also known as P3s, PPP, or 3Ps. P3s are when public sector agencies work together on projects with private sector companies.
