Assessing the Delivery of Services to Businesses and the Support of Local Economic Development

The New York City Department of Small Business Services (SBS) assists entrepreneurs to launch and to expand their businesses in New York City. In addition, SBS provides a range of services that encourages neighborhood development in commercial districts, and links employers to a skilled and qualified workforce.

The Capstone Team developed a comprehensive case study of the NYC Business Solutions program. The Case Study first described the landscape of small business services and the role

that cities have as drivers of local economic development. Second, it provides an overview of NYC Businesses Solutions, focusing on its programs and service delivery models. Following this, the Case Study evaluates whether current program operations and deliverables are aligned with the SBS mission and goals, and whether the needs of clients are being met. It concludes with recommendations based for improving agency operations and client services.

These recommendations considered both internal and external valuation of NYC Business Solutions’ operations and provide concrete suggestions for going forward. Recommendations were developed from a variety of data sources including, desktop research, interviews with staff at all levels of SBS, and interviews with clients who have used NYC Business Solutions services.