City of Milford, Ohio

Benjamin W. Gunderson is a public administrator with extensive experience in municipal governance, operations and community development. At the City of Milford, Ohio, he oversees city operations, guiding development initiatives and working with elected officials to advance community priorities.

In an interview with Govt Business Review, he shared insights on optimizing resources, strengthening service delivery and building responsive, high-performing local government systems.

A Business Perspective on Municipal Governance

Throughout my career, I have viewed municipalities through a business lens. We operate with revenues and expenses, serving residents, businesses and visitors as our customers. We sell products in the form of city services that shape the overall quality of life.

This perspective has remained constant across my roles. Regardless of the size of the organization or the complexity of the challenges, the fundamentals remain the same: to deliver results, be accountable and empower teams to make an impact.

In smaller governments with limited financial resources, pursuing key initiatives requires a more creative and strategic approach. I focus on leveraging external funding sources, including grants, state and federal programs and public-private partnerships and designing incentives that keep projects financially viable without burdening taxpayers.

However, this approach depends on a strong foundation of operational discipline and clearly defined core responsibilities. Financial structures should align with long-term vision, not just short-term budget cycles. Operational excellence and fiscal discipline together build the credibility to pursue transformational initiatives.

Redesigning Customer Service Delivery

In Milford, we have strengthened customer service infrastructure by establishing a dedicated service station and introducing a Public Information Specialist role as a one-stop shop for residents and businesses navigating city services. The position handles resident and business inquiries, oversees AI-enabled chatbot and reporting tools and ensures a streamlined service experience.

Operational excellence and fiscal discipline together build the credibility to pursue transformational initiatives.

The focus was not on adding headcount but on redesigning service delivery by centralizing access and leveraging technology. Roles aligned with mission-critical functions and supported by modern tools ensure greater impact per dollar invested.

Within constrained budgets, staffing decisions are guided by workflows, capacity and performance to determine what is required to deliver outcomes effectively. Fiscal responsibility matters, but a highly capable team with clearly defined goals is equally critical to long-term effectiveness.

Building Trust through Clear Communication

Communication is central to how we operate at the City of Milford. We clearly communicate the broader vision, so employees understand their roles and contributions, improving decision-making, collaboration and motivation.

The trust we place in our employees is grounded in clarity. Well-defined roles and transparent expectations reduce internal friction, speed up decisions and minimize duplication.

Early in my career, I prioritized outcomes and underinvested in relationships. Over time, I learned that relationships are foundational to results. Transformational change depends on trust, built through consistent engagement, listening and follow-through.

In municipal leadership, decisions are shaped by their merits and by the trust between leaders and the community. Today, I ensure we lead with relationships first, as they are essential to lasting impact.

Transparency in Local Governance

The City of Milford is on track to generate over 15 million social media impressions annually, alongside major transformational projects. While support is strong, resistance to change remains a key challenge.

We address this through radical transparency and consistent stakeholder engagement to explain our vision and process. In small municipalities, governance is deeply personal, making every decision highly visible and public trust essential.

Advice for Emerging Public Leaders

My advice to emerging public-sector leaders is to take strategic, calculated risks and lead with confidence, without being constrained by institutional inertia. Change in the public sector is challenging because decisions are highly visible and closely scrutinized.

The key is to approach problems collaboratively and creatively, balancing boldness with discipline. Be rigorous in analysis, transparent in process, consistent in engagement and courageous in execution.