Recognizing innovation with real outcomes

Innovation & Service Delivery Excellence

Definition, evidence, and examples of what qualifies for recognition in this category.

Category definition

New approaches that materially improve citizen/customer outcomes, service quality, speed, access, or delivery experience — with measurable results (not pilots alone).

Measurable impact

What judges look for

Innovation linked to measurable public value
Adoption beyond pilot (users, systems, workflows)
Improved quality, access, speed, or satisfaction
Responsible governance (privacy, security, equity)
Scalable and repeatable model

Strong evidence

Service KPIs (cycle time, wait time, completion rate)
Adoption metrics (usage, coverage, retention)
Customer experience data (CSAT, surveys, complaints)
Outcome measures tied to program goals
Implementation artifacts (runbooks, SOPs, training)

Examples of measurable outcomes

Reduced processing time with stable quality
Expanded access via digital + assisted channels
Improved service responsiveness and reliability
Higher completion rates for priority services
Measured improvements in customer experience

Nominate in this category

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Tip: Include metrics, scope, constraints, and evidence. Avoid general praise without outcomes.