Members of the Better Services PHL team attended and participated in the Public Sector Network’s Government Innovation Pennsylvania Showcase on Tuesday, May 5, in Harrisburg, PA. Hannah Louie, Director of Project Delivery, was on the Modern Service Delivery at Scale: What Cities Are Demonstrating panel with leaders from Baltimore, Lancaster, and Pittsburgh. The group shared how cities are applying human-centered design to improve residents’ experiences with government services. 

Panelists included: 

• Dartanion Williams — Chief Data Officer, City of Baltimore  
• Doren Brown — Bureau Chief of Civic Engagement, Department of Neighborhood Engagement, City of Lancaster  
• Andrew Hayhurst — Senior Manager, Innovation & Performance, City of Pittsburgh 
• Hannah Louie — Director of Project Delivery, City of Philadelphia  
• Sujatha Kamma (Moderator) — Industry Expert Advisor, Public Sector, Healthcare, Education and NPO, SAP  

The group discussed how cities are increasingly leading innovation by redesigning services around real resident needs and investing in the operational foundations that make long-term improvement possible. Hannah shared how Philadelphia is operationalizing innovation through the creation of the multidisciplinary Better Services PHL team, its collaborative processes, and its focus on engaging residents in meaningful ways, including its use of the Resident Engagement Fund. 

Sharing Service Standards 

Members of the Better Services PHL team also gathered feedback on proposed Service Standards through a table activation in the event’s “GovHub.” GovHubs were dedicated spaces in high traffic areas for government departments to showcase programs and initiatives making a difference for Pennsylvanians. 

The showcase created a valuable opportunity to raise awareness about Better Services PHL while engaging with other public servants, innovators, and service delivery experts in a place designed for meaningful dialogue and cross-government collaboration. The team connected with peers from across Pennsylvania to exchange ideas, learn from emerging practices, and discuss the future of resident-centered government services. 

As Better Services PHL continues building a more responsive, accessible, and resident-centered City government, opportunities like the Government Innovation Showcase help strengthen partnerships and bring new ideas back to Philadelphia. The team remains committed to improving service delivery through collaboration, innovation, and continuous feedback from both residents and City employees.