A blog about government-to-citizen digital communication and engagement, Government 2.0, GovDelivery, and other e-government issues
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Unlike businesses in the private sector, government organizations have an additional challenge. In times of emergencies, such as a natural disaster or criminal threat to the community, getting that message successfully delivered to the right audience, and at the right time, can help save lives. A government agency’s ability to easily connect with community members during times of emergencies is crucial. And if the possibility of saving more lives and communities hinges on your message getting successfully delivered, you want to make sure that you’re using the best tools to accomplish that.

To help you zero in on how to improve your organization’s communications, Adelaide O’Brien, Research Director for IDC Government Insights, will share the latest research on emergency communications for government during an upcoming webinar. Communicating vital information effectively with the public in emergencies is an absolute necessity in gaining and retaining citizen satisfaction, and Adelaide will offer tips and examples of what works.

A communications strategy is key in properly relaying important information to your audience. Using the right system can help you build an audience, manage contacts, and send messages quickly- to specific community members when necessary.

Join Adelaide for this webinar, where she will discuss the challenges, strategies and technologies that are shaping these critical communications today.

Featured Speaker: Adelaide O’Brien, Research Director for IDC Government Insights

AdelaideOBrien

Date: Wednesday, June 26, 2013
Time: 1:00 pm Central
Cost: Free

This event is open to all government employees and contractors. To register for this complimentary event, click here.

To download Adelaide’s Analyst Connections report on emergency communications for government, visit http://direct.govdelivery.com/IDC-ENS-SM.

Thomas Edison-Google ImagesAs I thought about the subject of these two words thrown together, I thought about different analogies I could use in order to put a fun visual to the idea. One thought that came to mind was imagining that Innovation and Government were high school kids in the hierarchy of popularity. Government might very well be intimidated by Innovation, who seems worldly and magnetic. While Government may be very caring and intelligent with a lot to say, it doesn’t quite know how to communicate efficiently. From Government’s point of view, Innovation appears to be an elusive, more glamorous creature that everyone wants to be like.

Flashing back to reality: government may still have a reputation for being behind when it comes to innovation and technology, but innovation needn’t be intimidating. Innovation often comes in small waves at a time. It begins with a slight change, an observation that eventually turns into action.

The three things that are most essential to achievement are common sense, hard work and stick-to-it-iv-ness….. -Thomas Edison

Innovation comes from many a series of trial and error. Triumph and defeat. Triumph and defeat. Defeat. And more defeat. Pay attention to how your customer is using your “product” per se. Are they using it the way you would expect? Are they doing, or searching for, something that you already offer, but that your organization doesn’t clearly communicate?

The company IDEO understood this idea when they were asked to design a new cap for the Crest Neat Squeeze toothpaste tube. The goal was to design a cap that reduced the leftover toothpaste gunk. They came up with a plan to make a cap that was a pop-on, pop-off design. Both the team and client were excited about this design, but after conducting a focus group with prototypes, they discovered that people kept trying to screw off the caps, getting very frustrated in the process. So they decided to try a one-twist method approach, or “half” of their innovation. The new cap was a hit with Crest and its customers.

If you work in the public sector, your product may be license renewals, passport applications, hunting licenses, or critical information in times of emergencies.

Like with any goal setting structure, attacking your goal head-on might seem intimidating at first. Follow these steps as a starting point.

what is your missionLook at the big picture. What is your organization’s mission? If you’re not sure, find out. Before you can begin to truly communicate effectively, you need to know where your organization stands and what they stand for.

Who do you want to reach? Do you have particular segments within a certain community that you’d like to reach? Take the time to really think about this one. Drivers between the ages of 18 and 24? Veterans and warfighters? Hunters and fishers? Take a cue from successful advertisers and develop personas of your customer. To use the above example, create one for the driver, the veteran, and the hunter. Read more in GovLoop’s recent blog, “Want to engage online? Put people first.”

Have you already tried reaching citizens via traditional methods, such as through question mark2paper mailings or by attempting to keep your website up-to-date, and found that it isn’t reaching the people you want to reach? Something to chew on: 94% of adults are using email for information (Pew Research, 2010) and “43% of email is now opened on a mobile device” (Litmus, Email Analytics, 2012). With these facts, it’s worth exploring the implementation of a comprehensive digital communications platform to maximize your organization’s reach. To find out more about GovDelivery’s Digital Communications Management (DCM), click here.

What do they want? Do the citizens you’re serving want more information on calendar events or news? Do they want the ability to sign up for direct alerts via their email or phones? Add a feature to your website that allows people to sign up for various topics as well as a feature that allows them to give you feedback on what other information or services they would like from you.

Don’t be afraid of a series of trial and error. Some of history’s best innovators seemingly “stumbled” upon an innovation after numerous failures.

I have not failed. I’ve just found 10,000 ways that won’t work. -Thomas Edison

Want to read more? Here are four great quick reads on innovation.

Last week, I was able to attend the 2013 Personal Democracy Forum in New York City.  This conference and community is about the present and future impact of digital technologies on our democracy.  While listening to many of the thought-provoking and passionate presentations, there were a few different ideas that really spoke to me. Here are three that I wanted to share with you:

1)  Yelp reviews will drive massive improvements in government customer service.

Luther Lowe, Director of Government Affairs & Business Outreach at Yelp, says that 85% of reviews on Yelp are positive.  Yelp is already being used in a widespread manner to review consumer-facing government services.  Reviews on your local library, your state’s Driver & Motor Vehicle (DMV) department, Social Security office, libraries, and parks at all levels already exist.  This trend should be nurtured.  When you visit a local newspaper website or blog, the comments are more than 75% negative or even rancid.  On Yelp, users focus on government services rather than policy or politics and are often impressed with the competence and quality of the service providers.  By calling attention to the positive and constructive comments, public sector managers can nurture the customer service mindset of citizen-facing staff and help connect staff to the impact of their work.

Check out these awesome Yelp reviews of the DMV (called Driver and Vehicle Services here in Minnesota) near my house.

Yelp - Minnesota Driver Vehicle Services

What your organization can do: Start posting “Find and review us on Yelp” stickers at customer service counters, as many restaurants are doing.  Encourage staff to monitor Yelp reviews to learn how users perceive service and to help identify ways to improve service.

Extra tip: Look at the LIVES approach on Yelp as a way to incorporate data government creates on restaurants into online reviews.

Digital outreach: Reflect and respond. You can write short blog entries and send out messages to the public promoting your Yelp reviews, how you’ve reacted to them and encourage residents to provide feedback either directly to your organization or through Yelp.

2)  Waze (soon to be acquired by Google) and other travel efficiency services will reduce traffic, saving billions in lost productivity, lowering green house gases, and reducing road construction costs.

Waze provides a mobile app that allows users to “Outsmart traffic, together.”  It’s an amazing system that combines route optimization, user reports of traffic and obstacles, location-based analysis of traffic flow, along with many other sources of data to suggest the most efficient way to move from Point A to Point B.  Imagine if every user improves commuting efficiency by just 5%.  This is a potentially stunning impact.

What your organization can do: Make sure traffic and road construction data is easily accessible to third party services like Waze, either through open data or application programming interfaces (APIs), and encourage the public to embrace these new technologies.

Digital outreach: Consider ways to connect email and SMS alerts to these third party services so that your customers can get alerts directly or within these applications.  In addition, consider certifying and promoting traffic services that use government data effectively.

3)  Kickstarter will launch thousands of new business ideas yearly.

As someone who has had to run through hundreds of meetings under the old school funding model for new ideas, I truly appreciate Kickstarter.  I have watched friends raise money to help launch a new restaurant and a new children’s toy using Kickstarter.  Not only does Kickstarter provide much-needed funding, it also provides a direct connection to potential customers rather than the previous models of having a bank or investor make guesses at whether an entrepreneur’s business plan has potential to attract paying customers.

What your organization can do: Add training about crowdfunding to small business courses at the public library and career center to ensure more people know about and can access these opportunities.  Consider using crowdfunding to support government projects using government-focused services such as Citizinvestor (see this awesome presentation from founder, Jordan Raynor here).

Digital outreach: Use existing outreach channels such as email, SMS, and social media to promote any nonprofit or government-sponsored crowdfunding projects and look for ways to support and promote local entrepreneurs and artists running Kickstarter projects without picking favorites.

Andrew Rasiej, Founder, and Micah Sifry, co-Founder, of Personal Democracy Forum (PDF) along with many others at PDF, do a brilliant job of bringing together some of the biggest thinkers on these issues, and I’m thankful to have been able to attend the conference. Look for more posts by me on some of the insights gained from this conference. In the meantime, find all PDF videos here, including this awesome presentation on Powered by Us: Architecting Policy for a Connected from Nick Grossman.

The results of a national survey recently released by the Pew Research Center reveals that favorable approval ratings for state and local government continued this year while opinions of the federal government hit a new low. The survey conducted this cell peopleMarch with 1,501 adults from all 50 states resulted in positive ratings across party lines for state and local governments overall, but the lowest percentage ever of favorable opinions for the federal government. Just 28% rated the federal government favorably, down five points from last year’s survey, while 63% had a favorable opinion of local government and 57% looked well on their state government.

The survey provides detailed breakdowns on approval ratings across levels of government, including how a decrease in approval from both Democratic and Republican citizens has hurt public opinion of the federal government. Other ratings centered around the state and local level, where partisan makeup of state government matters but governments get similarly positive ratings across party lines for politically divided state governments. How can government agencies and organizations respond to new information and sometimes-critical public opinion?

Improving public opinion and customer service to citizens at all levels hinges on improving communication and collaboration both within party lines and across them, and within government and externally with the public. The federal government can answer negative feedback by placing a renewed focus on citizen customer service, responsiveness and collaboration. For government organizations at all levels, improving visibility to citizen needs and leveraging new tools and technologies to respond to those opportunities can assist in getting a handle on citizen perception and delivering real-time solutions in today’s world.

While the Pew research sheds light on citizen opinions, a recent GovDelivery survey identifies trends within government including collaboration, customer service, mobile government, big data and cybersecurity at the local, state and federal levels. Over 400 individuals in U.S. state and local government organizations and over 200 individuals in U.S. federal agencies and departments were surveyed, and the results are enlightening for any government organization looking to enhance their work with the public. The top trends that will impact government organizations at every level include mobile government, customer service and collaboration:

Mobile Government and Bring-Your-Own-Device (BYOD)

For government organizations, mobile access to government information and services has become more important than ever on both internal and external fronts. Internal access to applications and data through employee’s own devices can improve responsiveness to citizen needs and reduce costs to provide devices to government employees. External information distribution through mobile technologies and applications is on the rise, too.

A survey by Foresee in 2012 reported that one-third of citizens accessing federal government website are logging in from phones or tablets, and utilizing mobile technology can be critical for communicating time-sensitive messages and alerts. While more than half of GovDelivery’s survey respondents listed mobile/BYOD as a top trend, only 39 percent at the federal level said their agencies were currently addressing the issue. Especially in light of a new mandate from the Digital Government Strategy for federal agencies to enable mobile access to priority customer-facing services, federal government needs to find new ways to engage with both citizens and internal employees to maximize collaboration and improve customer satisfaction.

At the state and local level, organizations face similar challenges in implementing internal mobile access through platforms like BYOD and cloud computing and sharing information with mobile-enabled external channels like SMS and mobile apps. Mobile technologies are being embraced by government employees and citizens at a fast pace, creating opportunities for communication and generating new requirements for processes and policies just as quickly. Getting a handle on mobile and personal devices is becoming a requirement for all types of government organizations that prioritize customer service and collaboration.

Renewed Focus on Citizen Customer Service

As citizens’ perspectives shift on the federal government, the federal organizations have felt the pressure to prioritize quality citizen customer service. Focus around customer service has led to the Digital Government Strategy mandate around improving customer service through digital technologies; however, only half of the surveyed federal government workers reported using social media to communicate with the public. Meanwhile, over 60% county and state employees and almost 80% of city employees are using social media to share information. The federal government can capitalize on this untapped opportunity by turning to social media, SMS, email and apps to deliver integrated communications and customer service in the coming year.

State and local agencies working with lean budgets and close relationships with constituents and taxpayers need to put communication with customers first. Prioritizing customer service through digital channels like social media, email and text messaging facilitates broad communication with citizens and helps these organizations zero in on “low hanging fruit” to improve service levels. All types of government organizations benefit from improvements in collaboration when determining how to best deliver customer service.

Heightened Levels of Collaboration Fueled by Tools and Technology

New digital tools and technologies; increased demand for productivity and efficiency improvements from government organizations; and a new generation of individuals entering the workforce have converged to enable new levels of collaboration in government. Federal government agencies are now driving collaboration both internally with other agencies and externally with citizens through new tools, policies and processes.

Collaboration for local government employees can involve working between local, state and federal organizations to implement programs and drive critical priorities like public safety and public health. While most individuals at the state or local level feel that collaboration is being addressed by their organizations already, there is still room for improvement in utilizing new technologies like social media and other digital channels.

Inter-agency collaboration is expanding to include internal communications, working behind-the-scenes with other agencies and combined efforts on communication with the public. External collaboration is now taking place on social media channels, interactive communities and public forums. To take advantage of many of these new technologies, government organizations need to identify and implement new technologies while establishing policies and processes to manage communication and interactions with the public. These efforts will ultimately enhance and enable broad collaboration with stakeholders in the digital age and help increase customer satisfaction.

The good news for government organizations at every level is that information about citizen concerns and industry trends is more available than ever. The most recent news on public opinion and trends affecting government work reveal that these issues are all tightly related. Implementing mobile solutions for government; focusing technology and social media implementations around customer service; and improving internal, inter-agency, and public collaboration are all part of the solution for government organizations working on initiatives to better serve the public.

To view the complete list of survey categories and rankings and to learn more how the public sector can act on the top trends in government, download GovDelivery’s white papers below:

Top 2013 Trends for Federal Agencies

2013 Trends for State and Local Government

In previous blogs you’ve heard about how government organizations are embracing digital communication channels – replacing traditional face-to-face and paper-based methods – to share information with citizens and other stakeholders. In fact, Britain’s coalition government announced last month that it would be providing ‘Twitter exclusives’ to journalists to bolster its social media image and help prevent the spread of negative stories. But is Twitter alone the most effective way for the government to communicate with citizens and the media?

Social Media Use = More Email Communication

While Twitter may be an extremely useful tool in relaying updates to a wide group of people instantaneously, it has limitations. The pace at which Twitter updates occur means that updates could disappear from the top position in feeds within seconds, depending on the number of individuals social media montageand organizations citizens and media outlets follow. How can government organizations create a more lasting impression? A Nielsen study revealed that social media use actually makes people consume email more, not less – particularly for the highest social media users. That means social media users are looking for information that supplements what they see on Twitter, and email can help meet this need by providing enhanced content.

Multiple Channels – One Message

Instead of relying solely on Twitter, governments should utilize a comprehensive digital communications strategy that incorporates multiple channels to get the word out as quickly and broadly as possible. Email, with its broad user base and ease of accessibility, needs to be a vital component in this comprehensive strategy. Email also delivers the greatest value when it’s part of an integrated platform of communication tools. That means organizations should link outbound email with Twitter and other social media channels to provide a consistent and effective experience. Accordingly, the growth in available social media outlets has only reinforced the importance of email’s role as a reliable and foundational communications channel.

Seamless Communication Vehicles, Multiple Benefits

Implementing an integrated digital communications strategy can provide government organizations with a number of benefits, such as reduced costs and improved delivery to citizens and other stakeholders. Most importantly, by using a variety of communication channels, the public gets the information they want, when they want it and how they want it.

To learn more about how to effectively integrate email with social media, download the following two white papers written by Liz Azyan, an independent researcher and blogger specializing in government communication and online engagement:

The best practices and case studies outlined in these white papers will demonstrate how utilizing a comprehensive set of digital communication solutions will help enhance government interaction with the public – whether citizens or the media.

Keeping up with the latest in digital communication tools and strategies can be a challenge in any organization. As a government communications professional, you probably face additional unique challenges as well. 2013 TourBeing able to effectively reach particular groups of people in emergencies, for example, is one situation that can mean the difference between life and death.

How do you keep up? Learning and collaborating with other agencies who are successfully handling some of the same challenges is one way. Recently, we were fortunate to have some of the most innovative and successful government communicators from around the country share their tips on best practices in digital communications at our 2013 Digital Communications Tour.

As a result of the positive response, we’re bringing back some of the most popular panelists, plus a couple new ones, to the last webinar event for the tour on Wednesday. With a open question and answer format, these government communicators will be on hand to answer your questions, from best practices for maximizing direct connections with the public to using communications to drive mission value to what social media strategies have been successful.

“We’re excited to have these government digital communications visionaries share their deep expertise, as well as their most successful tactics for reaching more people than ever before, streamlining complex communications and engaging the public to create lasting value.”
(Scott Burns, CEO and co-founder of GovDelivery)

Register here

Date: Wednesday, May 29, 2013
Time: 12:00pm Eastern, 9:00am Pacific
Length: 90 minutes
Cost: Free

This event is open to all government employees and contractors. To register for this complimentary event, click here.

It’s likely that you have heard of Vine in recent months. For those of you who haven’t (or who have, but aren’t exactly sure what it is) Vine is a mobile app by Twitter that allows users to create and post short, 6 second video clips. In turn, the videos can be uploaded, shared and embedded into a variety of social networking channels like Twitter and Facebook.

 Vine

Vine made its debut in January of 2013 and was met with mixed reviews. While some were excited about the potential that Vine presented, others were skeptical of what could truly be accomplished in 6 seconds and what types of videos would be created. However, as of April 2013, Vine became the most downloaded free app in Apple’s IOS App Store.

The way Vine works is simple. Videos are recorded and created with Vine’s in-app camera (the camera on one’s mobile device or smartphone). The camera only records while the screen is being touched, allowing various shots or snippets to be mashed together for up to six seconds. The video & audio are then looped together, forming a Vine that plays continuously. These Videos are able to be instantly uploaded to Twitter or Facebook and posted on Vine for followers to see.

As adaption to Vine continues, many people are attempting to figure out what the best use of Vine is. While the six second maximum presents a challenge to some, it also cultivates creativity and allows for messages to extend beyond Twitter’s 140 characters.

Government and Vine

As of April 1st the U.S. General Services Administration’s (GSA) new media office announced that it had officially created government-friendly terms of service with Vine. As agencies and organizations create Vine profiles, they will be added to the Federal Social Media Registry, verifying official government social media accounts and distinguishing them from any fake ones.

So just because government can Vine, should it? I believe they should. While it may not be the most efficient way to send out important data and information, Vine opens a new door of communication and engagement with the public. While most communication between government and citizens is information focused, filled with text, data and some images, Vine allows citizens to engage with government in a completely different way and to see what is actually happening in government.

Vine takes a more “fun” approach to engaging with citizens and enables organizations to showcase their inner workings and share footage of things we would normally be unable to see, such as NASA’s visual tracking of Hurricane Sandy  across the East Coast.

Since its release in January, various government agencies and employees have taken to Vine and have begun to experiment with it.  Health.Data.gov posted a series of Vines during the 2013 Health and Human Services Innovates Awards and used Vine to promote and invite people to the Health DataPalooza in June.

My personal favorite government Vine was posted by California Congressman, Mark Takano, back in February. Takano chose Vine to offer up an inside look into his work in the House, featuring a Vine of him submitting his first bill.

The six second video showcases Takano’s steps from his initial signing of the bill to riding the Capitol subway, and concludes with him handing the bill in.

For government, the biggest struggle I see is similar to what other businesses are facing- deciding what to Vine. Six seconds is short and it can be a challenge to creatively think of things citizens would actually want to see or what messages could successfully be shared in six seconds. However, I think this is perfect for government communicators, who are constantly striving to simplify their organization’s message and share its most important points of information. To help begin the brainstorming process, I have come up with a few ideas of how government could begin to use Vine.

Introductions. So often citizens think of government as a compilation of organizations and agencies or entities. Rarely do we directly associate with individuals within organizations or think about what their office may be like. By taking to Vine, organizations can post 6-second introduction videos of various leaders and employees throughout the organization, putting faces to the organization’s name and making government a little more “personable”.  You can also create Vine shots of any fun happenings taking place at your office. This allows citizens to see inside the organization and an opportunity to witness a more “fun” side to government.

Ceremonies and Events. Government is engaged with a multitude of events at every level. Ribbon cuttings, national nights out, electoral events- these are all great opportunities to Vine and let those who aren’t in attendance in on the action. These Vines also promote what organizations are doing and draw attention to the various causes being celebrated or acknowledged.

Introducing new products. Government can also use Vine to promote their new products, such as mobile apps or online services. Vine allows multiple screen shots to be shown in one video. Showing what the app looks like, where it can be downloaded, and  showcasing product hightlights provides promotional opportunities for your organization and learning opportunities for your audience.

How-to Videos.  While six seconds may not seem like much, it’s long enough to provide some great how-to information if enough thought has been put into it. In fact, just the other day I watched a Vine and learned how to make a latte, complete with the fancy design on top! Government can use this as an opportunity to show citizens how to do things like sign up for an event, pay a bill online, download an app or use a new online resource. Taking quick 1-2 second shots of each step in the process allows for up to 6 steps to be shown, enough to get a basic how-to instructional across.

Promote Initiatives and Events. Government  has lots of initiatives and events to promote. Using Vine to create videos and spread awareness is yet another way to use Vine. Whether it’s national night out or a reminder that tornado sirens will be tested, creating a short video and sharing it on your social networks can bring even more attention to it. You can also use Vine to share public announcements. People need to be kept up to date and Vine videos are both to the point and entertaining. A 6 second vine featuring short clips of various public beaches could be used to announce the official opening of local beaches and lakes and may even inspire some viewers to go.

Engage with Citizens.  This is my final idea and a new way to expand the dialogue between citizens and government. Post a Vine that poses a question or promotes a trend and ask citizens to respond with a Vine post of their own. Going back to national night out, ask citizens to vine videos of their neighborhood gatherings and tag it with a special hashtag. Vines can also be useful for citizens to communicate problems with government. If a citizen sees a problem or situation they are unhappy with, they could create a Vine and share it with you via a tag on Facebook or mention on Twitter.

Hopefully the above list inspires some thought around the adaption and use of Vine.  I would love to hear any additional ideas you might have or how organizations are already using Vine today. Let us know what you think.

Many government organizations and agency departments plan and promote special events or seasonal occasions that relate to the constituency they serve and support. Highlighting these events through communications and digital content provides a fun and timely way to interact with the public, and can even serve as a platform for gaining subscribers and engaging citizens long-term.

earthThe Environmental Protection Agency replaced its normal home page with specially designed interactive presentations to commemorate Earth Day. The overlay, which included a stunning photo of Earth from space, was a visually pleasing way to inform the public about Earth Day and related events the EPA was sponsoring. The special home page provided slide shows, links to events for volunteers, and an invitation to send in photos from home.

While the EPA’s Earth Day home page is a great example of tailoring digital content to inform and educate stakeholders on issues that impact an organization’s mission, the organization missed a prime opportunity to offer an easy opt-in for email alerts. An out-of-the-ordinary web element like a special home page or highlighted overlay is one of the best ways government communicators can spark interest from a visitor and subsequently call attention to the proactive digital communications offered by the organization. Techniques such as these can even double or triple sign-ups to subscriber lists.

A sign-up form or link is easy to add on to a specially designed event home page and offers a convenient call-to-action for visitors attracted by special event information. This approach leverages the additional traffic that might result from a special event and also maximizes the long-term impact of the short-term custom content by offering ongoing email updates to visitors with specific interests.

On special days or events such as Earth Day, agencies like the EPA can turn new visitors looking for event-specific information into stakeholders by asking them to subscribe. Be sure to offer updates on a variety of topics, and consider a category of updates for subscribers interested in special events or holiday-related information in particular. Taking advantage of times of peak interest in your department or agency’s website can result in big wins in subscriber numbers and stakeholder engagement.

Has your department tied subscription sign-up opportunities into promotions for special events going on in the community? Share your tips on turning one-time special event visitors into lifetime stakeholders in the comments.

g-cloud

By Kathy Kyle, Digital Communications Consultant at GovDelivery

GovDelivery was recently awarded a G-Cloud III framework contract for its Software-as-a-Service (SaaS) cloud-based solutions, making it easier for government to reach more people.

G-Cloud III is important as it continues to enable UK public sector departments and organisations to easily access centrally negotiated deals and transact online. Government is investing in Information and Communication Technology (ICT) infrastructure to achieve economies of scale, deliver flexible and responsive systems, deliver faster business benefits and reduce costs, and enhance customer service outcomes. And the G-Cloud helps them procure these technologies more quickly and efficiently.

Since GovDelivery has always developed cloud-based solutions, we have more than a decade of experience helping government organizations transform their communications. We currently support over 55 UK clients at the central and local government levels, managing proactive digital communications for GOV.UK, FCO, MOJ, DSA, Met Office, Parliament, VOSA, HA, FSA, MHRA and more. Our local government clients are using GovDelivery solutions to achieve cost savings through channel shift, driving residents to cheaper online channels where appropriate, and reducing avoidable contact. Local authority clients like Central Bedfordshire, Southampton and Suffolk rave about reaching 20 to 30% of their target population, increasing online traffic to high-values services by 35%, and generating immediate, cashable savings. One client estimates an annual cost savings of £100,000 by reducing phone call volume alone.

The common denominator for these clients? They all recognise the importance of reaching their stakeholders, and they understand that with proactive digital communications, they can transform online visits to transactions that demonstrate a return on their digital investment. GovDelivery clients achieve channel shift and cost savings through a single platform that links their existing communication channels to email, text messaging, RSS and social media (and soon, voice messages). Suffolk County Council achieved cost savings and accolades (2011 UK Digital Excellence award winner post-GovDelivery implementation) for their proactive messaging and on-demand alerts. Our clients at Central Bedfordshire realised significant cost savings after implementing GovDelivery; they report estimated reductions of up to 100 phone calls per day and continuously improve services by measuring results. Watch their video testimonial and learn about Central Bedfordshire’s comprehensive channel shift programme.

Summer is quickly approaching, and this is an ideal time to implement GovDelivery. With three months of highly publicised events and activities across UK boroughs, counties and cities, past experience dictates that our clients will generate large subscriber numbers and with proper cross-promotion, also increase subscribers across other high-value services.

Those who promote their GovDelivery service all summer will reap the benefits of increased subscribers across multiple services. By the time the leaves change and autumn rolls in, inclement weather will be the main driver for GovDelivery subscriptions. West Sussex County Council experienced an increase of nearly 1500 subscribers on one cold, blizzard-like Sunday afternoon due to weather and referrals from other local authorities and Met Office subscription links.

img_whitepaper (2)For central government, it is always ideal to promote online services, share emergency travel alerts, or launch a public safety campaign. The Foreign Commonwealth Office (FCO) recently launched its travel alerts on GOV.UK using GovDelivery, and we are working together to keep UK travellers informed and safe when travelling abroad.

For local authorities, this means opportunities to leverage community events to cross-promote services and a chance to connect with referrers in the GovDelivery network. Local councils that would normally send alerts and updates about cultural events and library services will take advantage of the busy summer event season to feature and promote high-value service areas like rubbish and bin management, school term dates, highways and road works, inclement weather alerts, or even sign residents up for online portals.

As a quick and efficient cost-cutting measure, local authorities might also consider GovDelivery’s Transactional Messaging Service (TMS), new to the G-Cloud III framework, which allows organizations to send fully automated, targeted, one-to-one messages to citizens about council tax statements, benefits information, registration, and key notices. Our clients are achieving efficiencies both through postal savings and channel shift by driving their audience to online channels to complete electronic transactions with government.

With constrained budgets, dwindling resources and pressure to generate cost savings, GovDelivery is key to driving proactive messaging, achieving channel shift savings, and ensuring government achieves customer service goals. We are the engine that drives over 1.7 million UK residents to the relevant online activities that make their offline lives easier.

Contact us to learn how you can procure our services though G-Cloud III to dramatically increase your reach and impact in your respective community.

 

Kathy Kyle
Digital Communications Consultant
kathy.kyle@govdelivery.com or @bonominiyogini

National Day of Civic HackingWith National Day of Civic Hacking right around the corner (June 1st and 2nd), cities all around the nation are gathering in preparation to collaborate. Citizens, civic activists, entrepreneurs and engineers alike will be joining in the festivities of sorts. If you’re like me, and you’d like to contribute to your community, but aren’t quite sure where to begin, this is a great place to start. This event provides citizens like you and I the opportunity to help create a new and better path for our community through good ol’ brainstorming.

Example topics include EPA Safe Drinking Water App Challenge, Farmers Market Directory and The Census American Community Challenge, to name a few. To find out what topics or agenda your local Civic Hacking event will include, click here.

A civic hacker is defined as “…anybody – who is willing to collaborate with others to create, build, and invent open source solutions using publicly-released data, code and technology to solve challenges relevant to our neighborhoods…” But don’t feel that you have to be a techie to participate (I for one, am not); the event is about finding solutions on improving the community together.

There are many locations already set up throughout the U.S. If you don’t see a location close by, you still have the opportunity to set one up in your neighborhood. The event has already morphed into a few different theme options that you can choose from, such as “RHoK-in-a-Box” (or Random Hacks of Kindness), “Brigade Meet-Up”, and “Block Party”. Or you can create your own theme.

To give you a better idea of what to expect, here are some of event goals:

  • Demonstrate a commitment to the principles of transparency, participation, and collaboration.
  • Exercise a government’s interest in using open data and technology, in partnership with others, to address your local community’s felt needs.
  • Liberate open data that can inform better problem solving in every community.
  • Continue to collectively map a national innovation ecosystem and create new access points to that system.
  • Engage citizens in cities with little technology infrastructure to contribute to changing their community through open source, open data, entrepreneurship and code development.
  • Promote Science, Technology, Engineering and Mathematics (STEM) education by encouraging students to utilize open technology for solutions to real challenges.
  • Encourage large scale partnership and mutual understanding.

group huddleNational Day of Civic Hacking is about joining forces. On June 1st and 2nd, fellow neighbors, local government organizations and private sector companies will address local problems and challenges to find solutions for everyday problems in our community. You don’t have to be a programmer or a city planner – just a citizen with an idea or two on how to improve your community.

For those of you in the Twin Cities, a group of talented and civic-minded programmers have already set up a local civic hacking event. GovDelivery is excited to support these community-building and citizen engagement efforts, and we hope to see you there.

For national information, check out the National Day of Civic Hacking’s website or follow National Day of Civic Hacking on Twitter.

Let me know if you attend the event (or create your own) and what your thoughts are on the experience.

Happy Hacking!