In 2019 the City of Santa Ana, California, website needed an overhaul due to reported difficulties with sharing information, limited capacity for editing and creating content, and no single point of ownership or lack of responsibility for the site’s overall efficacy. Daniel Soto, principal management analyst at the City of Santa Ana, noted these challenges and, beyond his assigned duties, analyzed the scope of the old website’s issues. After clearing a number of bureaucratic obstacles, Soto led a website overhaul for the City. 

Soto’s proactive leadership is an example of how digital service innovation can occur in government organizations without formally codified or centralized digital service teams. The Beeck Center’s Digital Service Network (DSN) spoke with Soto to learn more.