The team’s work began in 2015 with a Bloomberg Innovation grant (I-Team) focused on researching complex challenges and designing solutions that worked for residents. As the city’s needs grew, the team shifted into the Office of Strategic Initiatives (OSI), taking on cross-functional operational reforms and performance work. This evolution ultimately led to the creation of Mobile Performance & Improvement (MPI)—a fully merit-based department that now serves as a stable, long-term resource for strengthening service performance, improving workflows, and enhancing the customer experience across the organization.
