Blog – Granicus https://granicus.com Tue, 27 Feb 2024 00:32:43 +0000 en-US hourly 1 https://granicus.com/wp-content/uploads/image/png/cropped-logo-mark-32x32.png Blog – Granicus https://granicus.com 32 32 Unleashing the Potential of Inclusivity: The Granicus Culture Ambassador Program https://granicus.com/blog/unleashing-the-potential-of-inclusivity-the-granicus-culture-ambassador-program/ Wed, 07 Feb 2024 22:18:12 +0000 https://granicus.com/?p=42145 The Granicus Engagement team is beyond excited to announce the launch of our Granicus Culture Ambassador Program! We designed this 6-month program to test, iterate and scale innovative workplace practices across our global organization. The program unites diverse leaders at all levels of Granicus around a common goal: nurturing a healthy and inclusive workplace culture […]

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The Granicus Engagement team is beyond excited to announce the launch of our Granicus Culture Ambassador Program! We designed this 6-month program to test, iterate and scale innovative workplace practices across our global organization. The program unites diverse leaders at all levels of Granicus around a common goal: nurturing a healthy and inclusive workplace culture in a highly remote environment.

We are thrilled to highlight and introduce you to our Granicus Culture Ambassadors and Advisers — the brilliant minds steering this transformative endeavor. They will work together and with their teams using incremental innovation as a guiding framework. This ambassador cohort is focused on championing inclusive and engaging communications by implementing best practices within their teams that can be scaled companywide.

Granicus Culture Ambassadors

Meet the exceptional individuals and advisers in this cohort.

Angie Tilley headshot

Angie Tilley

Platform Delivery Coordinator
Angie Tilley came to Granicus as Platform Delivery Coordinator with the acquisition of Bang the Table. She thrived as Manager of Office and Administrative Operations for Bang the Table U.S. and Canada. Before transitioning into the world of technology, Angie was a Litigation Paralegal for more than 15 years where she cultivated her meticulous eye for detail and problem-solving. She is an accomplished artist and entrepreneur and has successfully launched 2 businesses in the arts and entertainment industry. She fulfills her passion by hosting creative events for town festivals, corporate gatherings and private parties. In addition to her entrepreneurial pursuits, Angie enjoys outdoor activities such as hiking, biking, kayaking and immersing herself in nature. 

Saritha Kunder headshot

Saritha Kunder

HR Business Partner
Saritha is an HR Partner based in Canada, the city of Brampton, and supports Products and CFO teams in the U.S. Before this, she contributed to building critical talent and establishing HR and branding initiatives for Granicus India. Her previous career stints have been with companies like IBM, Standard Chartered Bank and Coforge. Saritha is driven and committed to the fact that her role creates possibilities to thoughtfully bring people, performance and processes together. She is a recipient of the Granicus “Stronger through Inclusivity” award.

Nadine de Thomaz headshot

Nadine de Thomaz

Senior Implementation Consultant
Nadine de Thomaz is a Senior Implementation Consultant with the govDelivery team and has 15 years of experience in the public sector. Before joining Granicus almost 3 years ago, she worked for the Swiss Ministry of Health leading a team responsible for updating policies and engaging with citizens. She has a master’s degree in Swiss law and is passionate about democracy. Being able to help clients improve their ability to engage with their citizens and make better-informed decisions is what motivates her work. Nadine lives in the beautiful woods of Ontario, Canada, with her wife, Ségolène, and their dog, Naiko.

Kevin Jackson headshot

Kevin Jackson

Manager, Sales Enablement
Kevin Jackson is a sales enablement professional from Riverview, Florida, with 10+ years of experience in developing training content targeted at helping sellers improve the efficiency and effectiveness of their revenue-generating activities. Kevin joined Granicus in January 2022, through the GovQA acquisition. During his first year, Kevin helped in creating and launching a 12-week onboarding program that provided a structured schedule for new sellers. Kevin has a small barbeque business. He also enjoys traveling, loves the beach and considers himself a forever student.

Karen Steel headshot

Karen Steel

Manager, Customer Success
Karen Steel weaves storytelling throughout her career. She worked as a reporter and newspaper editor for 9 years before moving 125 miles to help Stoke-on-Trent City Council to own its own narrative as digital manager and played a key part in the council’s online transformation, completely rebuilding the authority’s website. Since joining Granicus in 2020, Karen has developed the UK’s customer success methodology. Holding space for customers to tell their own story through compassionate questioning of pre-existing ways of working and thinking is a key driver for Karen, who is passionate about helping younger women to translate the professional landscape.

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Dean Townsend

Director, Sales
Dean Townsend is the Sales Director responsible for SMG local sales across the Eastern/Southern U.S. He joined Granicus in 2022 with 25+ years of sales leadership experience, including roles at Prudential, Nicor Products, Staples Contract & Commercial and, most recently, at Quadient. Dean follows 10 rules of leadership that he calls “The Dean’s List.” As a result, he’s been able to help his teams excel. He lives in the Houston area with his wife, Tracy, 2 dogs and a cat. Together they have a 27-year-old daughter, Torrey, who is married (to Matt) and lives in Phoenix. Dean’s favorite food is pizza. His favorite color is blue. He drinks Diet Coke, and he loves to win.

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Nicole Pederson

Product Designer
Nicole Pederson is a Product Designer focused on solving complex challenges through impactful solutions. Her expertise in design thinking, ideation and creative problem-solving has translated to working in strategy for both Government Experience Group (GXG) clients and product teams during her 4-year tenure at Granicus. Her work aims to define challenges, determine outcomes, complete user research and develop solutions that create meaningful results for both customers’ experiences and Granicus business objectives. Nicole also uses this passion for experience optimization to improve team culture and processes. She is eager to use this program as a platform to explore innovation around creating a more positive and engaging workplace.

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Taylor Best-Anderson

Business Development Representative
Taylor Best-Anderson (they/them) is a newer Business Development Representative (BDR) on the local govMeetings outbound team at Granicus. A graduate of the University of Lynchburg with a B.S. in Psychology, they entered the educational travel industry where they continued to foster a passion for diverse cultures. Taylor’s journey led them to Colorado where they expanded a startup compost collection business and have become a beloved member of their local dance fitness and KiKi Ballroom communities. In their free time, Taylor invests in nurturing relationships and cultivating skills in dance, natural horsemanship, and traditional Chinese medicine. Their fervent desires include preserving childhood passions, promoting love and respect, and advocating for collective support with the dream of creating a more inclusive and compassionate society.

Corinna McLeod headshot

Corinna McLeod

Marketing Automation Specialist
Corinna McLeod, GovLoop’s Marketing Automation Specialist since October 2021, holds a first-class B.A. in Performance and Media from the University of South Wales. Her first job was at Turner Studios in London in 2013, but she didn’t discover her marketing passion until 2017 after moving to the U.S. Beyond marketing, she actively cultivates a positive culture within GovLoop’s small yet mighty team. Outside the office, she trail-runs with her dogs in the mountains of Western North Carolina and contributes her video editing skills for local non-profit marketing efforts. Passionate about fostering positive work environments, she looks forward to transferring her successful GovLoop efforts to benefit Granicus at large.

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Mattea Garcia

Senior Technical Project Manager
Mattea Garcia (pronounced Maddy-uh) is a Senior Technical Project Manager focusing on internal Corp IT projects. Prior to Granicus, she spent 12 years working in K-12 in a variety of roles, including math teacher, digital coach, LMS system admin, and high school administrator. During her time in Denver Public Schools, she led North High School to become a model for the district’s 1:1 Chromebook initiative and launched two districtwide learning management systems to support remote learning during the 2020 global pandemic. Since joining Granicus, she has helped tackle major projects, including the Slack to Teams Transition, Rock Solid IT Integration, and Zoom Phones Migration. As a certified Project Management Professional (PMP), Mattea enjoys using her project management skills to bring order to chaos and ensure project teams have what they need to do their best work.

Jaymee O Grady headshot

Jaymee O’Grady

Senior Manager, Software Engineering
Jaymee O’Grady is a Senior Manager of Software Engineering from Algonquin, Illinois. She has nearly a decade of experience in engineering and supports two products under the Granicus umbrella, GovQA and govMeetings. Jaymee joined Granicus through the acquisition of GovQA. She is passionate about creating a positive and exciting environment for engineering and empowering engineers to collaborate across the organization to solve problems together.

Rajeesh Padmanabhan headshot

Rajeesh Padmanabhan

Principal Architect
Rajeesh (pronounced rej-ee-sh) is a Principal Architect based in Bengaluru, India. He is focused on driving technology transformations and best practices across Granicus products. He has nearly 20 years of experience in product engineering, software architecture and platforms. In the past, he was instrumental in building mission-based teams, which embraced lean, fail-fast and outcome-based approaches to deliver products and solutions in a short span of time. He is a passionate mentor who loves to create meaningful impact on people around him with an intent to create a boundary-less environment.

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Liam McAloon

Quality Assurance Lead
Liam McAloon, Quality Assurance and Accessibility Lead at Granicus, has been with the company since 2015. His focus has been on the govAccess Vision platform his entire tenure, supporting the needs of clients as they evolve. Liam began his career in support and worked his way up to quality assurance. He became an accessibility lead more recently and has assisted hundreds of website implementations to ensure equitable access.

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John Strait

Product Operations Specialist
John Strait is a Product Operations Specialist focused on aligning teams, enhancing efficiency and standardizing processes within the Software Engineering team. He has a unique background that led him to join Granicus in 2022, including support operations for a high-growth startup, technical support and sales for custom-built PCs, and even teaching immersion English to preschool and kindergarteners in South Korea for 4 years. He has often been described as “glue” for his ability to connect and bring people together. With a bachelor’s in international studies, it’s no surprise that John’s favorite part about Granicus is the opportunity to work with others on a global scale. In his free time, he loves traveling to places known for good food, playing video games with meaningful stories and finding ways to make others laugh.

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Megan Boven

Customer Success Consultant
Megan Boven has been a Customer Success Consultant with Granicus for 2 years. She loves helping customers with and through various experiences and initiatives. She received her undergraduate degree from the University of Georgia and her MBA from Eastern University. Before her role at Granicus, she had experience in customer support and office management around Atlanta. In her downtime, she loves to run 5Ks, paint and read thrillers. She lives in Tucker, Georgia, with her husband, 2 dogs, 2-year-old daughter and a little baby boy on the way!

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Zelie Bates

Customer Support Representative
Zelie Bates (she/her) has been a govDelivery Customer Support Representative for 2 years. Prior to working for Granicus, Zelie spent several years in the dog grooming industry, building connections with people and their pets every day. Zelie has a passion for people and is an advocate for positive social change and accessible social service programs for all. In her spare time, she enjoys reading, painting and playing video games. She resides in Pittsburgh, Pennsylvania, with her partner, 3 dogs, and 2 rabbits and studies political science at her local community college.

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Evan Mays

Senior Video Producer
Evan Mays is a Granicus Senior Video Producer from Dallas, Texas. He has been working in the video content creation industry both in front of and behind the camera for 4 years, as well as streaming on Twitch. Evan also has a background in working in a law office for 3 years as an administrative assistant and revels in chances to be more efficient and effective. Evan’s hobbies are working out, playing video games, watching anime, listening to music and taking naps.

Sheneka Anthony headshot

Sheneka Anthony

Manager, Platform Implementation
Sheneka Anthony is the Manager of Platform Implementation, responsible for ensuring that the implementation processes for Granicus’ portfolio of complex projects are successful. She not only manages program managers but also aids in the development and adoption of Granicus’ unique approach to program management. Sheneka credits her time in the U.S. Army as the source of her passion for helping others. In her spare time, she can be found creating something, cooking, reading, indulging in tea or partaking in a variety of other interests.

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Andy Portwood

Training Specialist
Andy Portwood is the U.S. Training Specialist for the OpenCities and OpenForms products within the Granicus suite and is responsible for providing both knowledge and guidance on creating successful website content and a straightforward service approach. With nearly 20 years of training experience in health care, SaaS, and public sector environments, he has honed his ability to teach individuals at every level of the learning spectrum, from beginners to power users. As a person with unique cognitive needs and abilities, Andy is also an advocate for those who are neurodivergent both inside and outside of the workplace. Outside of providing a unique training style, Andy studied musical theater, is a formal martial arts instructor, and is a live stream content creator as a personal hobby where he preaches fun, laughter and inclusivity.

Divya Nerabetla headshot

Divya Nerabetla

Senior Scrum Master
Divya is a Senior Scrum Master dedicated to cultivating high-performing teams by reinforcing Agile principles. She is passionate about creating a positive, transparent, and collaborative environment while breaking silos and driving solution-oriented changes. In her 3-year tenure at Granicus, Divya has become proficient in coaching scrum teams on stakeholder collaboration, efficient resolution of blockers and effectively managing cross-team dependencies. She spearheaded the successful implementation of Program Increment planning within GovQA. Following the merger with Granicus, she propagated this quarterly practice to other product families. Outside of work, Divya enjoys chasing sunsets, exploring scenic trails and delving into diverse cultures through travel.

Melisha Liegl headshot

Melisha Liegl

Account Executive
Melisha Liegl is an Account Executive for Granicus Australia and New Zealand, helping Australian governments serve and connect with their communities. Melisha is passionate about digital transformation and is a specialist in both online transactional and digital engagement spaces. Melisha confidently discovers customer pain points and challenges and positively leads customers to a vision of what’s possible for their organization, stakeholders, and their customers and communities. Prior to Granicus, Melisha had an extensive career in government communications and marketing roles and is passionate about improving team culture and processes.

Greg Eck headshot

Greg Eck

Manager, Contracts
Greg Eck manages a team of contract managers who are part of Legal. With 25 years of experience, he has a passion for all facets of contract management and negotiation. He takes responsibility for (and actively facilitates) revenue generation by establishing partnerships between Legal and Sales. A strong leader who manages contract efforts from RFP to contract negotiation to finalizing review prior to acceptance. He thinks he has entered the golden era of his career since he joined Granicus. He lives with his wife and daughter in Volo, a suburb in the far northern suburbs of Illinois.

Uddipona Baruah headshot

Uddipona Baruah

Lead Recruiter
Uddipona Baruah (she/her) is based in Bengaluru, India, and has 10+ years of experience in various aspects of HR working through startups to mid-size companies to enterprises. Currently, she is leading the recruitment efforts in Granicus India and working with multiple stakeholders globally to build quality teams, streamline processes in India and design and implement engagement plans that help hybrid teams connect. She ensures the fun quotient stays high while the support needed by employees is given appropriately. Uddipona hails from Assam in Northeast India and has traveled to 15 countries already! She is obsessed with dogs, working out, and enjoying good food and conversations. She believes in having a wonderful work-life balance. Life is short, live it!

Gini George headshot

Gini George

Recruiter
Gini George is a Recruiter based in India. He is an engineer by education, a teacher by passion and a Talent Acquisition Specialist by profession. Prior to Granicus, in July 2022, Gini worked for a large IT services company and an IT staffing company. Gini and his wife are both proud pet parents of their boy, Bruce. Gini loves traveling and enjoys hosting house parties. He is a recipient of Granicus’ “Infinite Mile Award – Agility” and the appreciation award, “Activated by Agility.”

Carolina Prieto headshot

Carolina Prieto

Solutions Adviser for Digital Communications
Carolina Prieto is a Solutions Adviser for Digital Communications and supports our go-to-market efforts for Government Experience Cloud. Before she came to Granicus, she led a team of communications and engagement practitioners at a regional planning agency in Boston. She supported projects in 101 cities and towns on transportation, housing, economic development and sustainability. She also worked on internal change management best practices at the city of Boston’s Public Health Commission. Outside of work, she loves to dance, teach fitness classes and hike!

Granicus Culture Ambassador Advisers

Brian D’Angelo headshot

Brian D’Angelo

Director, Learning and Development
Brian D’Angelo is the Director of Learning & Development at Granicus. His 20-year L&D career includes impactful roles in the public sector at both the state of Oregon and the city of Portland, as well as significant contributions in the private sector to giants like Nike, Intel, and Lucent Technologies. He has also held pivotal positions at Emerson Human Capital Consulting and AIRS Human Capital Solutions where his consultancy work allowed him to partner on high-value learning and development initiatives with companies like Deloitte, Vestas American Wind Technology, Equinix Global, Xcel Energy, and BNSF Railway.

Lalita Raman headshot

Lalita Raman

Manager, Recruiting
With 20+ years in human resources and talent acquisition, Lalita Raman manages the Global Talent Acquisition team at Granicus. She excels in talent acquisition, navigating dynamic environments across the U.S., UK, Puerto Rico, Costa Rica, Australia, New Zealand and India. She designs innovative programs, including interviewer training and diversity initiatives. As a staunch advocate for data-driven decisions, Lalita tracks key metrics, ensuring Granicus stays ahead of industry trends. Recognizing the importance of a compelling employer brand, she has helped craft narratives reflecting company values. Lalita’s career showcases unwavering commitment, strategic acumen, and a passion for assembling high-performing teams for organizational and individual success. In her spare time, Lalita enjoys traveling, reading, food (both eating and cooking), and spending time with her family.

Lynn Munro headshot

Lynn Munro

Director, Customer Support & Implementation
Lynn joined Granicus 5 years ago as Project Manager and transitioned through Director of Implementation and is now Director of Technical Support, Service Cloud with worldwide teams. Located in the UK, Lynn has 30 years of experience working in the technology sector — specializing in helping local government customers achieve their digital transformation goals. Lynn is passionate about driving positive change at work and home and volunteers for Age UK as a telephone befriender. She loves gardening and walking with friends in the beautiful Cheshire countryside and enjoys picking foraged delicacies from the hedgerows along the way. Recently, Lynn proudly received the Granicus Powered by Purpose Award.

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Latest Acquisition adds Permitting and Licensing capabilities to Granicus’ suite of government experience solutions https://granicus.com/blog/latest-acquisition-adds-permitting-and-licensing-capabilities-to-granicus-suite-of-government-experience-solutions/ Thu, 01 Feb 2024 13:00:28 +0000 https://granicus.com/?p=42173 The Granicus family of government experience solutions is growing with the addition of SmartGov, a permitting, compliance, and licensing (PCL) technology that, when incorporated as part of Granicus’ Government Experience Cloud (GXC), will accelerate governments’ mission to connect their citizens with secure, equitable digital services. While governments deliver a broad range of services to the […]

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The Granicus family of government experience solutions is growing with the addition of SmartGov, a permitting, compliance, and licensing (PCL) technology that, when incorporated as part of Granicus’ Government Experience Cloud (GXC), will accelerate governments’ mission to connect their citizens with secure, equitable digital services.

While governments deliver a broad range of services to the public, some functions are more visible than others. The PCL function is perhaps the most ubiquitous, touching various parts of the day to day lives of most residents — from housing to recreation, commerce to waste management — resulting in hundreds of thousands of interactions a year.

As an area with so many touchpoints between government and the public, creating frictionless service delivery and customer experiences is a must.

This multi-dimensional, high output function requires best-in-class technology to operate effectively, making SmartGov from Brightly Software, a Siemens company, the perfect addition to Granicus’ purpose-built suite of government experience technologies.

SmartGov will be incorporated into the GXC solutions, delivering a richer set of digital service options to government customers, while connecting PCL activities to a holistic, comprehensive approach to digital experiences and customer journeys.

SmartGov’s cost-effective, cloud-based solutions integrate with the smallest applications up to the most sophisticated, fully integrated PCL needs, complementing our enterprise Amanda solution, which is sold most frequently to large government agencies.

“As government progresses in its digital transformation to provide seamless, interconnected citizen experiences, Granicus remains dedicated to advancing our platform to make the creation, delivery, management, and measurement of those interconnected experiences as intuitive as possible,” said Mark Hynes, Granicus CEO.

“SmartGov offers another value-added element to our Government Experience Cloud solution, broadening the availability of digital services and enhancing our customers’ ability to gain valuable data insights across a larger collection of user interactions.”

Reaffirming our commitment to industry-leading technology for government

SmartGov enables residents and inspectors to provide the necessary information for each permit request and ensures proper permitting and safety procedures are followed. Inspectors can make use of SmartGov’s mobile app to complete and review inspection tasks faster with its online/offline on-site options for inspectors.  

The application also offers many of the same features Granicus customers have come expect from similar GXC solutions, such as forms and workflow for permitting, licensing and code enforcement, a Citizen Portal, a mobile app for on-site inspections, and back-office admin and reporting tools. 

Staff can simultaneously increase residents’ satisfaction while improving their own workflow by automating the permitting, planning, business licensing, inspection processes, and more. Additional capabilities include GIS mapping, automatic fees calculations, and real-time reporting. 

With its customizable, unlimited permit types and form options, SmartGov lets government streamline critical business processes from initial request through approval, which can eliminate lengthy wait times for constituents and enable quicker processing times, leading to faster revenue attainment and happier communities.

What does this mean for Granicus customers?

Moving forward as one company, our goals and vision remain consistent. We will continue to deliver high quality technology, services, and support and look forward to being a part of our joint successes as we combine these businesses.

Current Granicus and SmartGov customers should not expect to see any immediate impact on our products and the teams that support them.

SmartGov will be fully incorporated as an important component of our GXC Service Cloud platform solution for local and state governments to handle specialized service delivery uses cases for permitting, licensing and inspections, while also connecting with other Granicus solutions for Web/CMS, forms, 311, communications, and engagement.

Adding SmartGov to Granicus continues to expand our unmatched breadth of integrated technology solutions enabling government leaders to better engage and serve their citizens and communities by optimizing service delivery. This acquisition furthers Granicus’ ability to bring a holistic portfolio of offerings to our customers, which, in turn, allows them to provide more value and a better experience to their customers: the public.

With the addition of SmartGov, we welcome new team members, new customers, and new opportunities to deliver meaningful outcomes with every digital connection.

Read the Press Release

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Creating a Successful Strategy for Website Redesign https://granicus.com/blog/creating-a-successful-strategy-for-website-redesign/ Wed, 15 Nov 2023 20:08:04 +0000 https://granicus.com/?p=41917 Whether state, local, or federal, government websites live at the hub of any organization’s digital strategies. Even when engaging with communities and constituents through social media, text messaging, or email, the website provides a critical destination for information.   While private sector organizations and businesses can change the look of their websites to match everything from […]

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Whether state, local, or federal, government websites live at the hub of any organization’s digital strategies. Even when engaging with communities and constituents through social media, text messaging, or email, the website provides a critical destination for information.  

While private sector organizations and businesses can change the look of their websites to match everything from campaigns to current trends, government website redesigns often require greater planning, coordination, and consideration. 

It might be why government website redesigns don’t come around frequently. When one is finally on the horizon, creating a strategy for the redesign process can help sidestep potential roadblocks on the way to a new digital experience for visitors. Our guide, 5 Things to Consider When Planning a Website Redesign, offers an overview of major areas of focus. But for those looking for more detailed advice on preparing for the redesign process, here are some tips organizations should take to get the most out of this important opportunity. 

Establish Redesign Goals and Set Success Benchmarks

Before kicking off a redesign, define organizational goals and set benchmarks to measure success. Is the goal to increase website hits by enabling resident self-service or to reduce calls and walk-in traffic for selected services? Set goals, document existing metrics, and be ready to measure future success.

Review Existing User Data

When preparing for a website redesign, be sure to review website analytics. Look at page visits to see what content is most popular with users as well as which pages could stand to see an increase in views. Review where visitors enter and exit the website, and how long they are staying. The search terms visitors use can also highlight content that is hard to find or understand. This useful data will help prioritize redesign efforts by understanding how users are interacting with current website content

Invite Organizational Feedback

Armed with that data, hold a kick-off meeting with internal stakeholders (customer service, city/county manager’s office, department representatives, etc.) and invite them to give candid website feedback. Organizational staff, especially those who are customer-facing, will have useful insights to contribute. Their first-hand knowledge, such as what issues create user confusion, questions, or complaints, provides crucial information that can help design a website that better serves the audience.

Conduct User Testing

Expand the group to include external shareholders (such as community members, internal staff, volunteers, or local business owners) to participate in user experience testing, along with internal shareholders, and provide feedback on site navigation, content, ease of use, and other targeted areas for improvement. Seeing users complete tasks will show first-hand both user behavior and any difficulties with the current website layout and navigation. Combining this first-person experience with the collected analytic data will help strengthen redesign plans.

Plan a Design with the End User in Mind

Government staff can sometimes be so close to a subject that they may forget users don’t have the same level of subject knowledge or understanding. Although it’s tempting to design navigation and write content that reflects the organization’s internal structure, keep enduser needs in mind and format the website accordingly. Take steps to meet current accessibility standards so all users have equal website access (and the website meets regulatory standards).

Simplify, Simplify, Simplify

Government processes, services, and language can often be confusing for members of the public. Simplifying page content by using plain language, avoiding acronyms, and reducing the amount of text on a page can improve efficiency and ease of use. Breaking up page content by using bullets, buttons, lists, or other visual cues makes content easier to skim and understand.

Reduce Your Page Count

In the same way that too much content on a web page can confuse and frustrate website visitors, an overwhelming number of pages on a website can make a site difficult to navigate. On average, 20% of a website’s pages drive 80% of site traffic. For most government websites, that leaves a lot of extra information that isn’t being frequently accessed. Use site analytics to determine which pages may not be needed and reduce the page count where possible. This not only makes a website easier for users to navigate, but it frees up content management staff time as well.

Streamline Website Navigation

Residents may not understand how a government organization is structured, which can make it difficult to find information on the website. Review and reorganize website content by how users access information, rather than by department or function. For example, information could be geared toward residents, visitors, or local businesses. Website statistics (such as entry and exit pages) and search terms can help inform this process. It’s also an area where community members can offer feedback through a survey or focus group.

Digitize Services and Forms

When possible, replace static PDFs with user-friendly digital forms that can easily be submitted online. This will improve and streamline the customer experience for residents and reduce manual input work for staff.

Enhance the Mobile Experience

With so many constituents using mobile devices to access services, it’s important to provide a mobileresponsive website. Design with mobile users in mind to ensure that the overall design translates well to different device types.

Publicize

Once the redesigned website is ready to launch, be sure to let the community know. Use all available communication resources to spread the word and encourage residents to check out the new site. Since great websites are never truly done, provide an avenue for users to give feedback so the team can keep improving.

Evaluate and Share Success

After the new website launches, set a regular cadence of evaluating and measuring success. Review the goals set at the beginning of the redesign and pull data to see how the metrics have improved following the launch. Is the website seeing more hits? Are residents able to self-serve, reducing calls and walk-in traffic? Document the changing metrics so, down the road, it’s easy to see how far the organization has come! And be sure to share website success stories with organizational leadership, residents, and the overall community!

Learn more about how Granicus is providing the tools for governments looking to improve the hub of their digital experience! 

 

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The Role of Digital Tools in Public Health: WA Notify Combats COVID-19 Spread in Washington State https://granicus.com/blog/the-role-of-digital-tools-in-public-health-wa-notify-combats-covid-19-spread-in-washington-state/ Fri, 10 Nov 2023 15:07:22 +0000 https://granicus.com/?p=41895 The COVID-19 pandemic posed unprecedented challenges to public health systems around the globe. While traditional contact tracing methods and public information dissemination were crucial, digital tools emerged as invaluable aids in these efforts. One noteworthy example is Washington State’s WA Notify, a smartphone-based exposure notification tool that transformed COVID-19 response measures to offer unique insights […]

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The COVID-19 pandemic posed unprecedented challenges to public health systems around the globe. While traditional contact tracing methods and public information dissemination were crucial, digital tools emerged as invaluable aids in these efforts. One noteworthy example is Washington State’s WA Notify, a smartphone-based exposure notification tool that transformed COVID-19 response measures to offer unique insights for future public health initiatives. 

Washington State was the first location where COVID-19 appeared in the United States. In response, the Washington State Department of Health (DOH) was tasked with rapidly implementing a comprehensive public health strategy. Digital tools like WA Notify have played a pivotal role in various initiatives. 

Launched on November 30, 2020, in partnership with Apple and Google, WA Notify alerts users of potential COVID-19 exposures. The tool respects user privacy, using low-energy Bluetooth technology to exchange anonymous codes with nearby devices.  

Washington State was not the first in the country to launch an app, but they began work on it before anyone else.  

“We took a careful path working with our communities before we released it to make sure that everybody was on board and understood how the technology worked,” said Dr. Bryant Karras, DOH chief medical informatics officer and senior epidemiologist.  

He described the app as “so innovative, so unique” and probably “one of the most successful engagement tools we used throughout the pandemic.” 

User Adoption and Effectiveness 

As of May 2023, the app had been activated on smartphones nearly 4 million times. More than 235,000 participants confirmed a positive COVID-19 test result through the app, generating over 2.5 million anonymous exposure notifications. In the first four months of use, researchers at the University of Washington estimated that the app had already saved up to 120 lives, highlighting its efficacy in curtailing the virus’s spread. 

WA Notify also incorporated a scientific approach to its strategy. The University of Washington partnered with the Department of Health for an ongoing evaluation of the app’s effectiveness.  

“There was a small link at the top [of exposure notifications] that said, ‘If you want to provide feedback, click here for a short survey,'” Dr. Karras said. There was high user engagement with that survey, which helped the team adapt the app based on user needs and behavior. 

Challenges and Innovations 

One significant challenge in deploying such apps is public apprehension about data privacy. WA Notify addressed this by ensuring no personal data or location information was collected or shared. 

The Department of Health was mindful of the challenges of reaching diverse audiences and battling misinformation.  

“We brought together focus groups of both the naysayers and the supporters to understand how we create a campaign that speaks to these audiences without alienating these audiences,” Dr. Karras explained. 

To further mitigate public apprehensions, the Washington State DOH, in collaboration with the C+C marketing firm, developed a robust, transformational digital marketing campaign. Research insights were used to create a communications strategy that targeted various demographics, including young adults, Spanish speakers, and other minority communities. 

Real-World Impact 

The app seamlessly integrates with traditional methods of contact tracing, which usually involve interviews and manual notifications. The app has helped people get timely care and prevent further spread by speeding up the exposure notification process. 

The marketing campaign’s targeted approach helped to build momentum and facilitate community engagement. The app initially supported 29 languages native to Android and iPhone devices. By the end of its development, the app included 35 languages plus English and website information was available in 47 languages to ensure non-English speaking communities are not left behind.  

“This app would automatically present the information to individuals in the preferred language selected on their device,” Karras said. 

A Multi-Layered Success 

The WA Notify app demonstrates the immense potential of digital tools in public health crises. Its effective privacy measures, coupled with strategic marketing and outreach, have improved the app’s adoption and contributed to its success in saving lives. The program demonstrates the importance of integrating digital tools with traditional public health methods, which will be key to tackling health challenges more effectively and inclusively in the future. 

For its successful program, the Washington DOH was awarded 2nd place in the Digital Transformation category in the 2023 Granicus Digital Government Awards, which honor outstanding individuals, teams, and agencies creating positive change in their communities and in their organizations. 

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Increase Voter Engagement This Year for Better Turnout in 2024 https://granicus.com/blog/increase-voter-engagement-this-year-for-better-turnout-in-2024/ Tue, 17 Oct 2023 00:00:14 +0000 https://granicus.com/?p=41814 The 2024 Election cycle is already underway. But municipalities across the U.S. are focused on local elections this November. While off-year election turnout is often incredibly low, stoking interest among voters now, through the election, and into next year will increase participation and engagement for both votes. Civic leaders can cultivate a more active electorate […]

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The 2024 Election cycle is already underway. But municipalities across the U.S. are focused on local elections this November. While off-year election turnout is often incredibly low, stoking interest among voters now, through the election, and into next year will increase participation and engagement for both votes.

Civic leaders can cultivate a more active electorate by reaching voters through their preferred communication channels; personalizing messages to their unique situations; and being prepared to engage with them when they come to you.

Start by broadening engagement channels

More than half of all eligible voters are Gen X or Millennials. But many public sector organizations are still communicating with citizens with methods they’ve used since Baby Boomers came of age.

The modern citizen engages with government differently, so if those methods and channels aren’t be utilized, government ends up with a huge segment of the population left in the dark.

That means finding out which platforms your citizens use and what their preferred style of communication is, whether that’s email, text alert, social media, or something else entirely. Once you know where to find them and what to say, it’s easier to get them involved more frequently.

Understand the competition

The number of competitors vying for people’s attention is staggering. Getting voters to focus on the ballot is difficult, even in hotly contested election years.

Inboxes are flooded with marketing emails, text alerts are buzzing in people’s pockets, and every app wants to notify you of something. And none of those accounts for the ongoing non-digital distractions of the physical world.

Government communicators should cut through the noise by ensuring all messages are succinct and catered to the individual. Communication campaigns should be structured to maximize engagement and open rates using personalized, targeted messaging and continually updated using data metrics.

While these methods require an added layer of initial effort, the right communications tools can simplify the execution.

Don’t forget about inbound communications, as well

When people think engagement, they often assume it means reaching out to the intended audience to get them to reciprocate. But that’s only half of the equation.

Getting your message out is outbound engagement, and it’s a great, proactive step for messaging. But equally important is inbound engagement—that is, the type of engagement that an organization provides when citizens come to them first.

Make sure your government website is up to date and easy to navigate. If a resident wants to find their polling station, for instance, but they can’t find that on the municipal website, they will become frustrated and might move on.

Be sure to regularly assess your websites to ensure the best customer experience, including accessibility options for people with differing abilities.

A case study in Minnesota

As the Director of Digital Media for the Office of Gov. Mark Dayton in Minnesota, Katherine Lindemann knows about the ins and outs of citizen engagement. When she joined the team several years ago, it was already clear that Dayton wouldn’t be running for another term. But he wanted to make sure that citizens still understood why they elected him and the decisions his office was making.

“Constituents are most engaged with politics and government during election season,” Lindemann said. “So, the challenge … was how we engage with our constituents every day of the year.”

One way to do that was through digital channels. The governor’s office already had a robust following on Facebook and other social media channels. The audience was overwhelmingly older women—an important demographic, since they are the group most likely to vote.

But Lindemann wanted to expand beyond that to reach more people.

“Online media is the art of distraction,” she said. “I imagine someone scrolling endlessly through their social feed. How can we get them to stop and say ‘wow’ and get their attention?”

The Digital Media team posts a lot of image-heavy posts that run the gamut from what Lindemann calls “vegetables”—posts about important things like opioid abuse—to “dessert”—award lists like Minnesota being named the “2nd Best State 2018.”

Lindermann’s methods also blend the on- and offline world. When the governor hosts events throughout the state, the team organizes Town Halls on social media to collect questions for the in-person panelists.

The work led to triple the number of Facebook and Twitter followers and a more responsive, engaged voting community.

Want to learn more about how you can engage your voters every day? Get in touch with us to find out how we can help!

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10 Strategies to Boost Voter Turnout and Engagement in Local Elections https://granicus.com/blog/10-strategies-to-boost-voter-turnout-and-engagement-in-local-elections/ Wed, 04 Oct 2023 07:41:10 +0000 https://granicus.com/?p=41757 In the wake of recent challenges and shifts in voting preferences, local governments and states are constantly seeking ways to encourage more citizens to get involved with municipal elections. In this blog, we’ll explore 10 effective strategies to increase engagement and participation in local elections in the Digital Age. 1. Community Surveys Running community surveys […]

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In the wake of recent challenges and shifts in voting preferences, local governments and states are constantly seeking ways to encourage more citizens to get involved with municipal elections. In this blog, we’ll explore 10 effective strategies to increase engagement and participation in local elections in the Digital Age.

1. Community Surveys

Running community surveys is an excellent way to gauge the comfort levels of residents when it comes to in-person and mail-in voting. These surveys should inquire about citizens’ willingness to return to polling places and their concerns regarding safety. Based on the results, local authorities can tailor their efforts to address specific concerns, whether through enhanced safety measures or public awareness campaigns.

Granicus Blog: What is an engagement ecosystem?

2. Reminder Emails

Sending out reminder emails to registered voters ahead of the election can serve as a gentle nudge to encourage in-person voting. These emails should include essential information such as the date, polling place locations, and hours of operation. To make these reminders more effective, consider personalizing them by including the recipient’s voting location—targeted and automated using geolocation services—and emphasizing the importance of civic participation.

Granicus Blog: 5 Election Day statistics about government comms

3. “I Voted” Incentives

A tried-and-true method to entice voters to the polls is by offering incentives. While these incentives should be carefully crafted to maintain the integrity of the voting process, simple tokens like “I Voted” stickers or commemorative pens can make a difference. Consider digital versions for mail-in voters. Citizens often enjoy the sense of pride and accomplishment that comes with displaying their civic participation.

U.S. Election Assistance Commission Blog: Best practices for “I Voted” sticker contests

4. Enhanced Accessibility

To attract more in-person voters, make polling places more accessible and inviting. This can include improvements such as better signage, ample parking, and comfortable waiting areas. Ensuring that polling places are compliant with the Americans with Disabilities Act (ADA) is crucial to accommodating all voters.

ADA.gov: Accessibility Checklist for Polling Places

5. Civic Education Campaigns

Civic education campaigns promote the importance of voting, whether in-person or by mail. Create informative materials that highlight the significance of local elections and their impact on the community and be sure to include a link to a webpage with election details. Utilize websites, newsletters, email notifications, social media, cable channels, and local news outlets to disseminate this information. Community events, recreation programs, and government meetings are also great opportunities to reach your community members.

Webinar: Understanding and Engaging Your Voters

6. Early Voting Opportunities

Offering early voting options can alleviate concerns about long lines on Election Day. Early voting can be done in-person or by mail and provides flexibility for those with busy schedules. Local governments should communicate these opportunities widely to maximize participation.

Granicus Blog: How clerks keep local elections running smoothly

7. Mobile Polling Stations

Consider deploying mobile polling stations to different community events and locations. This can include setting up polling booths at farmers’ markets, festivals, or community centers, making it easier for people to cast their votes. Be sure to engage your community to discover the best locations.

Granicus Guide: 100 ideas to engage your community online

8. Transparent Communication

Build trust by maintaining transparent communication with the public. Keep citizens informed about safety measures in place at polling locations, such as sanitation protocols and social distancing guidelines. For mail-in voting, use ballot tracking and confirmation emails to ensure citizens have confidence their vote will be counted. Address any concerns promptly and openly.

Success Story: How King County, WA keeps voters aware of mail-in ballots and encourages voter participation

9. Celebrate Civic Pride

Lastly, celebrate civic pride and participation in your community. Highlight the stories of dedicated citizens and the positive impact their choices have on the community. Showcase their experiences through local media and social channels.

Granicus Blog: Why is community engagement important?

10. Continue to Engage Post-Election

Elections are a great time to encourage civic participation but be sure to continue that engagement after the polls close. Use the days and weeks just after the election to reach out to voters about how they can participate in local government and stay up to date on the latest community initiatives. Continuing to engage voters post-election will ensure they stay connected through to the next election.

Granicus Blog: EngagementHQ | Online community engagement tools

In conclusion, increasing voter participation and engagement in municipal elections involves a multifaceted approach that combines community engagement, clear communication, and thoughtful incentives. By implementing these strategies, local governments and states can create an environment where citizens feel comfortable and eager to participate in their local democracy.

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Digital Transformation Takes Time https://granicus.com/blog/digital-transformation-takes-time/ Wed, 04 Oct 2023 07:28:46 +0000 https://granicus.com/?p=41753 Program Leaders Can Begin Change Management Work Now The Biden Administration’s new mandate to improve customer experience with government digital services — outlined in a new memo, “Delivering a Digital-First Public Experience” — lays out an ambitious 5-year plan for agencies to improve customer experience and service delivery, which will lead to better outcomes for […]

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Program Leaders Can Begin Change Management Work Now

The Biden Administration’s new mandate to improve customer experience with government digital services — outlined in a new memo, “Delivering a Digital-First Public Experience” — lays out an ambitious 5-year plan for agencies to improve customer experience and service delivery, which will lead to better outcomes for the public and the government.

But without clear, consistent communication with stakeholders — including constituents externally and agency employees internally — those efforts will rot away in obscurity.

While more digital channels can provide greater access to government services, it does not necessarily equate to a better customer experience. In fact, if the change to digital channels creates even more confusion, it can lead to frustration and dissatisfaction among those most in need of the services. It is essential for government agencies to focus on change management and ensure that the transition to digital channels is seamless and user-friendly. By doing so, agencies can improve customer experience and increase adoption of digital services.

To be successful, agencies need to start communicating about these digital transformations now. The memo acknowledges the importance of maintaining strong, consistent, agency-branded communications for cultivating trust with users interacting through digital channels, such as when it comes to privacy concerns.

“Clear communications and transparency with the public are critical … whether internal to the agency, when agency officials communicate early and often about privacy considerations, or external to the agency, when its websites inform the public about how it handles PII,” or personally identifiable information, the memo states.

But with its focus on core tenets of CX, the memo neglects to offer hard guidance on ensuring buy-in from the employees who will be doing the work, as well as the people who will benefit from these improved government services.

Here are a few things federal leaders should consider as they develop their CX improvement plans:

Organizational Culture: Organizational culture can significantly impact an agency’s ability to change, and it is essential to address cultural barriers to ensure successful implementation of the guidance. Program leaders should begin crafting internal messaging strategies to properly engage the workforce.

Change Management Strategies: While the guidance provides a framework for improving customer experience and service delivery, agencies will need to develop their own change management strategies to implement the guidance effectively.

Training and Development: To ensure successful implementation of the guidance, agencies will need to invest in training and development programs to help employees acquire the skills and knowledge needed to deliver a digital-first public experience.

Leadership and Governance: Effective leadership and governance are critical to driving change in the public sector, and agencies will need to ensure that they have the right leadership and governance structures in place to support the implementation of the guidance.

Overall, while the memo provides valuable guidance for improving digital communication in the public sector, change management must be a priority focus for program leaders. Agencies will need to address these gaps to ensure successful implementation of the guidance.

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3 Tips for an Intuitive Government Website Experience https://granicus.com/blog/3-tips-for-an-intuitive-government-website-experience/ Wed, 04 Oct 2023 07:12:34 +0000 https://granicus.com/?p=41748 Many government websites suffer from the same usability problems: Too many words on the page, haphazard navigation, and too much information spread across too many webpages. Fixing these issues takes concerted effort. But by identifying the most common pain points, organizations can create a roadmap toward building a more intuitive website experience. During a 15-minute […]

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Many government websites suffer from the same usability problems: Too many words on the page, haphazard navigation, and too much information spread across too many webpages.

Fixing these issues takes concerted effort. But by identifying the most common pain points, organizations can create a roadmap toward building a more intuitive website experience.

During a 15-minute webinar, Granicus Experience Group (GXG) manager Jeff Tzucker and practice lead Loretta Neal shared three tips for making government websites that meet expectations while enhancing transparency, accessibility, and engagement.

TIP 1: Adjust Page Layouts Based on User Behaviors

It’s not enough to have all the information in one place; it must be organized and presented in a way that is easy for users to consume. When crafting page layouts, take these best practices into consideration:

People don’t read, they skim.

  • Visitors to your site aren’t there for pleasure reading. Help them get to the point and complete their task.
  • Users tend to skim pages in an F shape, with their eyes drifting more toward the left side of the page and tapering off as they scroll down. Put the most important information and access links in the upper left.

People scroll.

  • It’s important to have key information at the top of the page—“above the fold”—but you don’t need to pack it in. Tablets, smart phones and social media have changed the ways people interact with websites, leading to more scrolling.
  • Content designers should feel free to create longer pages to spread the information out, so long as the most important messages and navigation remain prominent.

People click buttons.

  • If you want a user to act—download a PDF, sign up for notifications, or visit a different page—include distinct, eye-catching buttons for them to click.
  • Add white space and visual weight to the button to help it stick out and prompt interaction.

People connect better to simple language.

  • Simplify government-speak using smaller paragraphs, shorter sentences, and words with fewer syllables.
  • Watch the full 15-minute presentation for specific examples of how agencies have changed their page layouts for the better.

TIP 2: Reduce the Number of Pages

No one will be able to find relevant information on your website if it is spread across too many pages. Culling and reorganizing unnecessary pages should be an ongoing part of site maintenance.

However, while having fewer pages reduces confusion for the user, too few will render your website useless. Using data to inform this process will help eliminate clutter while ensuring visitors are still getting the information they need from the site.

Audit pages based on traffic.

  • Use Google Analytics or your preferred resource to see which pages are getting the most traffic.
  • Where are your users spending the most time? Those are the pages you should spend the most time curating.
  • If a large number of users are going from one information page to another, consider consolidating those pages.

Assess what makes the phone ring.

  • Make a log of phone calls and in-person requests for information and prioritize improving the usability of pages that address those concerns.

Audit your document library based on age and visits.

  • PDFs have their uses but are not well-designed for ideal web experiences.
  • Pull reports on when each PDF was last viewed and when it was last updated. Use that information to begin deleting unused documents and migrating important information to webpages.

TIP 3: Change Your Navigation Structure

Enhancing a website’s information architecture will have the most significant impact on usability. But be sure to have a plan before you start moving stuff around.

Don’t just redesign the look.

  • Purely cosmetic adjustments will lead to—or worse, reinforce—the same usability problems.
  • Plan your information architecture to ensure findability and usability for users and sustainability for staff.
  • Think about the menu and submenu items and where all that information lies.
  • Create logical paths for people searching for information. It should be easier to find information by navigating the website than using a search engine with specific keywords.

Test new navigation paths with users.

  • Use tree testing exercises with internal and external users to confirm changes are optimizing the experience.
  • Pull together focus groups: Ask them to find something on the site and watch how they search without interjecting, then adjust site navigation accordingly.
  • Encourage test groups to talk about their experience out loud as they are going through it.

By following these tips, agencies can create a better experience for residents by making it easier to navigate and find information on government websites. More intuitive website design leads to higher levels of trust, fewer phone calls and requests for assistance, and more satisfied citizens.

Watch the full recording for more examples and a deeper discussion on the value of intuitive website design.

 

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Understanding/Working with Automated Website Accessibility Reports https://granicus.com/blog/understandingworking-with-automated-website-accessibility-reports/ Sun, 01 Oct 2023 21:12:46 +0000 https://granicus.com/?p=41709 Accessibility is important to Granicus and to our customers. With an increased focus on website accessibility across the world, Granicus would like to provide some useful information on how to best decipher and respond to automated accessibility reports. Automated Accessibility Reports First, most accessibility reports are long! Even on a website with relatively few accessibility […]

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Accessibility is important to Granicus and to our customers. With an increased focus on website accessibility across the world, Granicus would like to provide some useful information on how to best decipher and respond to automated accessibility reports.

Automated Accessibility Reports

First, most accessibility reports are long! Even on a website with relatively few accessibility issues, reports can be 50 pages, and some may run upwards of 100 pages. While reading, understanding, and acting on the data provided in these reports can seem like a daunting task, just remember that accessibility is an ongoing effort and we’re here to support you.

Breaking Down the Report

Accessibility reports are generally broken into several sections, the most common of which are:

Overall Accessibility Score

The overall score is generally an average of the scores your website receives in other sections of the report. This score can be raised by focusing on the improvements detailed in the sections below.

Quality Assurance

The quality assurance component encompasses multiple individual items, but some of the common errors that surface in this area include:

  • Broken Links.
  • HTML errors (empty containers, unclosed paragraphs, etc.).
  • Console or JavaScript errors.

Accessibility

The accessibility section focuses on the Web Content Accessibility Guidelines (WCAG) compliance of your website. This is often divided by level (A, AA, AAA) or by confirmed versus potential issues.

Compatibility

Website compatibility flags device and/or browser errors encountered when using the website. Common issues include errors with Apple or Safari, or those related to Internet Explorer 11 or older browsers.

Search (or SEO)

This section provides recommendations on how to improve Search Engine Optimization (SEO) on your website. This section may be less actionable, as search engines rank using algorithms. While the advice offered may be useful, actions taken may not directly improve scores in this area.

Focus on Accessibility

While all sections of automated accessibility reports are useful—and addressing errors and issues will contribute to the overall usability of your website—we’re going to focus on how to best address accessibility issues.

WCAG Overview

Web Content Accessibility Guidelines are broken up into four principles that include 13 guidelines, each of which include additional rule breakouts (notated by the numbers included in parentheses below).

Perceivable

  • Text Alternatives (1)
  • Time-Based Media (9)
  • Adaptable (6)
  • Distinguishable (13)

Operable

  • Keyboard Accessible (4)
  • Enough Time (6)
  • Seizures and Physical Reactions (3)
  • Navigable (10)
  • Input Modalities (6)

Understandable

  • Readable (6)
  • Predictable (5)
  • Input Assistance (6)

Robust

  • Compatible (3)

While this level of detail can seem overwhelming, it’s important to note that most issues fall in the Perceivable or Operable categories, and many of them can be addressed with simple updates.

Addressing Issues

Break the List Down into Manageable Chunks

When faced with resolving potentially hundreds of items, it can be hard to figure out where to start. To make the task more approachable, try to find ways to break it down into smaller chunks.

Start by focusing on meeting the accessibility rules that apply to your organization. While it’s important to work toward achieving all of the requirements long-term, focusing on what your organization is mandated to uphold is a good initial focus.

Options for Approaching

If you have a good grasp of the WCAG rules and are confident in the accessibility direction you should take, or if you have dedicated content teams in place for each section of your website, break the list out by sections of the website. This allows individual departments—Parks, Police, Public Works, etc.—to work on improving their specific web pages.

However, if you are just starting your journey into WCAG, or if your website content team is small, break the list out by type of issue. With this approach, you can tackle one area at a time; for instance, focusing on all of the perceivable criteria before moving to the next set.

Resolving Specific Issues

Once you select an issue to focus on, determine which accessibility rule is being broken, then read the details of that rule. Siteimprove and other accessibility scanners often call out what is being done wrong, but may not provide information on why it’s wrong, or which rules are being broken.

For example:"Empty headings" example

In this case, the dashboard doesn’t provide information on which rule is being broken or the specifics on how to fix it. A Google search for “WCAG Headings” leads to a specific rule from www.W3.org, which explains the purpose of headings is to provide a sense of the page structure for sighted users (via visual hierarchy) and screen reader users (via Accessibility tools).

In this example, an empty heading may be causing an odd visual break on the page. To a screen reader, it can be either a small error or a larger worry. If the screen reader user is jumping from heading to heading and finds an empty one, it needs to determine if there is simply no content or if there is content that can’t be accessed. This can necessitate switching modes and then slowly navigating word by word to make sure important information isn’t missed.

The next step is to find the page the error is on. The report should show which page the issue is on, and often what line of the page. Use that information to locate the error on the page. From there, determine if the problem is coming from your content or if it’s something created by your content management system (CMS) or web development provider.

Edge Cases

Edge cases are possible. In this example cited above, if the heading is hidden with a “display: none” rule via CSS, it should have no visual impact and screen readers will skip it. While it may not be optimal code, it’s not a WCAG violation, as it’s not in the hierarchy of the page, nor is it impacting user access. In this case, the error can be marked as a false flag for the purposes of accessibility score.

The resolution in this example is simple: Either the empty heading should be removed, or it should have content added to make it useful and clear. If it’s not something that you can control, move the issue to a separate list to report to your CMS/website provider. There may be a good reason why it is set up this way and a website provider should be able to either provide that information or steps for resolving the issue. Purely design-related issues may need to be handled via a website refresh or redesign, depending on where the issue is, or the complexity of the resolution.

Steps to Follow

As a recap, here are the steps to follow:

  • Identify the issue.
  • Identify the rule.
  • Locate the issue on a page.
  • Consider the edge cases.
  • Resolve the issue.
  • Repeat.

And remember, while automated accessibility scanners are useful tools, they often flag items that aren’t truly accessibility issues. Your job is to review the report with your new WCAG knowledge to identify and resolve true accessibility issues. Your community will thank you!

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How Schools Can Easily Manage the Flood of Public Records Requests https://granicus.com/blog/how-schools-can-easily-manage-the-flood-of-public-records-requests/ Mon, 11 Sep 2023 02:29:05 +0000 https://granicus.com/?p=41597 Public records requests are up at schools across the country, both in number and complexity. With limited time and resources to devote to this growing reality, it’s easy to become overwhelmed. What is driving this surge in requests, and how can software help? What’s causing the rush of public records requests? Much of the uptick […]

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Public records requests are up at schools across the country, both in number and complexity. With limited time and resources to devote to this growing reality, it’s easy to become overwhelmed. What is driving this surge in requests, and how can software help?

What’s causing the rush of public records requests?

Much of the uptick of records requests focuses on hot-button topics like politics. “In Florida, we have book banning, the Parental Rights (otherwise known as the Don’t Say Gay Bill), and we have a Highly politicized school board. We have a lot going on that parents and community members are very involved with,” said Angela Shepard, Communications Specialist, Hernando School District, Florida during a recent webinar that focused on public records requests. Having communities involved in how districts operate is a common goal. However, when a school district suddenly becomes the topic of news stories, parents might question school safety and security. Insufficiently staffed school districts might not be prepared for all the new questions and requests coming in.

How are public records requests currently being managed?

According to those attending our webinar, 43 percent of all records requests are being tracked in a single spreadsheet while another 36 percent primarily track their requests through emails. More Districts than ever see the benefits of adopting technology to manage records. Unfortunately, many districts are still weary of making any drastic changes.
“When we initially went to our IT department requesting a different solution, they tailored a software program and tried to make it work for us.” said Lynae Vingle, Coordinator of Legal Services. Fort Bend ISD. But Vingle soon found that when it came to reporting and tracking data their solution didn’t meet their needs, leaving them still inundated with requests.

What is slowing down response time to public records requests?

According to the 2023 Public Records Complexity Report, the biggest obstacle districts face is report complexity. Nearly 55 percent of those surveyed reported that request complexity is the single largest issue that districts face when responding to requests. These requests can be complex for several reasons including length, the authenticity of requests, and the coordination of which department has access to the requested information.

The second-largest issue cited in the Complexity Report is insufficient staffing and resources. When departments don’t have the necessary staff or resources to search for the requested records it can significantly slow down a district’s ability to respond in a timely manner. This can result in filing for extensions taking upwards of a week to properly respond.
How has the public perception of transparency changed with public records?

Vingle said that despite so many requests coming in for things such as zoning and budget, there is potential to change the environment staff find themselves working in.
“When community members are seeing things in the media that are happening in their own communities and they’re looking to us for that information,” she said. “I think being able to provide it in a clean and consistent way helps to give confidence to our community.”

However, transparency can be challenging for a small staff, or even one person. Coworkers have their own responsibilities to prioritize, and having to coordinate requests can be an arduous process. This further encourages school districts to move toward digital records request management.

Reducing stress with self-service FOIA (Freedom of Information Act) functionality

As requests continue to increase, staff are increasingly aware about what they put in emails, texts, and even Facebook messages, leaving them feeling as if they are walking on eggshells.
After switching to a digital records management system, Shepard is now able to effortlessly track record requests for Hernando School District with automated workflows, and she no longer must nudge colleagues thanks to automated reminders. With Granicus, Hernando School District was also able to implement “Trending Topics” to proactively deflect duplicate and redundant requests before they are even submitted.

With dedicated implementation teams, Granicus can configure public records request portals to reflect the specific needs of any organization. Discover how moving to a digital records request system can save time, money, and staff resources.

Learn more!

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