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tech-savvy population. Nashville’s Citizen Relationship Management program (CRM) is based
on the popular Salesforce platform. It facilitates timely, two-way communication between citizens
and their local government, as well as between departments and agencies engaged in delivering
services. However, the significant influx of new residents will continue to put a strain on the City’s
ability to deliver services with the same number of staff. A forward-thinking technology program
with an emphasis on innovation should be central to Nashville’s efforts to bridge the gap. Recent
initiatives by the Peer City of Louisville should be considered for implementation by Nashville.
Louisville’s Department of Information Technology (DoIT) and the Office of Civic Innovation (OCI)
have worked with City leadership to ensure that technology is sufficiently addressed in the City’s
20-year plan. The plan emphasizes resident input consistent with Louisville’s strong digital
inclusion efforts. To address the digital divide, DoIT and OCI have strived to:
• Sign up low-income residents for low-cost Internet,
• Add Wi-Fi hot spots throughout the city, and
• Build more than 100 miles of new fiber-optic backbone for smart city technologies.
Louisville's goal is to be a truly smart city by the end of 2022, which includes plans to build a new
smart transportation corridor over the next couple of years. The City has an array of civic
engagement offerings, including an ever-evolving website and 131 social media accounts.
Additionally, Louisville launched a new online portal for citizen reporting. In terms of
cybersecurity, Louisville has adopted a hybrid cloud approach that gives staff protections beyond
City premises. In a single month more than 9 million threats were identified and blocked. And in
an aggressive move to solve IT workforce issues, DoIT added a position to the agency dedicated
to working on recruitment, retention and training.
Data Management and Cloud Migration – Nashville is expanding on the data available on the
Open Data Portal, and now offers Wi-Fi internet at a growing number of facilities including
primarily public libraries. In addition, the hubNashville mobile application is now available for
making non-emergency service requests. Nashville has also emphasized securing the
governmental systems from data breaches.
Planning for police body-worn cameras is ongoing, with major capital and recurring operating
expenses anticipated, but currently unfunded. Nashville ITS appears to recognize the widespread
acceptance of cloud services that employees and citizens use every day, along with the potential
for positive financial impact and increasingly effective cloud vendor security. As such cloud
services appear to be a viable future direction. The 2020 action plan of Nashville ITS includes a
12-month study of best practices for cloud database administration, to be submitted to the
Executive Leadership Team. Also, the 2021 action plan includes a study of options for a cloud-
based ERP full functionality to avoid continual multi-million-dollar upgrade cycles.
Initiatives and programs implemented by the Peer Cities regarding data management and cloud
migration include the following:
Denver has recently deployed an Enterprise Data Management (EDM) system,
which collects real-time information on weather, environmental health,
transportation and freight, giving the City baseline data it can use to test tech-
driven innovations. More than half of Denver’s organization-wide applications are
now in the cloud. This was made possible by recent investments in platforms from
Microsoft, Workday, Accela and Salesforce. These investments were realized as
the result of a dedicated funding stream for technology innovations. As a result,