Citizen Engagement. Georgia Digital Government Summit. Amanda Deaton Assistant Chief Administrative Officer City Of Macon
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1 Citizen Engagement Georgia Digital Government Summit John Hamilton Consulting Solutions Engineer Avaya Amanda Deaton Assistant Chief Administrative Officer City Of Macon
2 What is Civic Engagement? "Individual and collective actions designed to identify and address issues of public concern." Decision making, or governance about how and by whom a community's resources will be allocated. Basic principle of democratic governance People defining the public good 2011 Avaya Inc. All rights reserved. 2
3 What does citizen engagement look like? ACTIONS! But actions only occur when citizens have information and vessels by which action can take place Avaya Inc. All rights reserved. 3
4 Discussion Outline 2011 Avaya Inc. All rights reserved. 4
5 How do we get citizens engaged? It s a two way street Let s ask them how they want to communicate Not just calls into our departments or a website to hand out information Let s use some technology that is already working Social Media Key - Integration to our data systems 2011 Avaya Inc. All rights reserved. 5
6 people worldwide interact with social media, daily 2011 Avaya Inc. All rights reserved. 6
7 of consumers believe that a company today should have a presence on social media 2011 Avaya Inc. All rights reserved. 7
8 2011 Avaya Inc. All rights reserved. 8
9 Chicago and OPEN Avaya Inc. All rights reserved. 9
10 SeeClickFix New way for the public to place service requests Easy Receive real time updates Can report neighborhood concerns quickly Smartphone, City Website SeeClickFix Website, Facebook, or just give us call 2011 Avaya Inc. All rights reserved. 10
11 Now I know this! And people are engaged! 2011 Avaya Inc. All rights reserved. 11
12 How do we keep citizens engaged? Notify citizens automatically on important events via automated voice, SMS, Smart phone apps to better engage and enable citizens to communicate Monitor Social Media and respond to pertinent mentions 2011 Avaya Inc. All rights reserved. 12
13 Code for America Commons 2011 Avaya Inc. All rights reserved. 13
14 How do we improve the citizen engagement model? Allow Citizens to communicate with us their way Allow Citizens to select the way they want us to communicate with them Enable all departments with necessary Citizen information Ensure consistency across all departments. Everyone can know them and assist 2011 Avaya Inc. All rights reserved. 14
15 Government calls centers will need to evolve, interactions are changing No Single Interaction Channel is enough, Need to be Proficient in all Channels Source: Webtorials Editorial/Analyst Division 2011 Avaya Inc. All rights reserved. 15
16 Code For America 2011 Avaya Inc. All rights reserved. 16
17 Fellowship Process 2011 Avaya Inc. All rights reserved. 17
18 Help me lower my costs to do this! Many citizen engagement tools are inexpensive and have positive budget impacts. Some ideas can easily be adopted 2011 Avaya Inc. All rights reserved. 18
19 Reduce Costs by Automating Constituent Communications Provide inbound Self Service options Automate voice, , text alerts, notifications, and campaigns Reduce and shape inbound contact center traffic Serve constituents more effectively through lower cost channels Utilize Interactive Voice Response (IVR) as a common platform 2011 Avaya Inc. All rights reserved. 19
20 Government Use Case Examples Municipal utility outage notifications and bill reminders Emergency medical services (EMS) collections Parking citation collections Traffic violation fine collections Tax collections Court fines Collecting child support and alimony Victims of crimes notification system 2011 Avaya Inc. All rights reserved. 20
21 CPS Energy Proactive Outreach for Outages, Bill Reminders Challenge Provide efficient self-service automation for all incoming calls Establish an effective proactive outreach system Solutions VoIP, IVR, Outbound Notification Value Created Call center traffic increased more than 11%, yet calls routed to agents have decreased by 10% Cost avoidance Improved revenue flow Up to 50 home-based agents Improved business continuity Largest municipallyowned energy company in the US, gas/electricity to > 1.0 M people Read case study: Avaya Inc. All rights reserved. 21
22 University of Alabama HSF Automated Patient Collection Challenge Collecting on the numerous outstanding patient accounts with small balances not cost effective. Solution Contact Center Solution offering virtual collection campaign: proactively contact low-balance accounts, self-service to pay credit card. Self-Service via IVR for incoming calls: account status or balance, reducing the amount of time-consuming agent interactions. Value Created ROI in few months, $600,000 in additional revenue annually. Reduced agent staffing by 27 percent. 10 percent increase in collections of patient payments. Provides personalized interactions with customers Customers guided the self-service process and execute payments securely and confidentially Avaya Inc. All rights reserved. 22
23 Social Media Revolution 2011 Avaya Inc. All rights reserved. 23
24 Social Media Revolution Avaya Inc. All rights reserved. 24
25 Demographics Are Changing Major Citizens Demographics are Changing with Different Customer Satisfaction Expectations Baby Boomers Generation X Generation Y Sources: PricewaterhouseCoopers LLP and Retail Forward, Owned by Kantar Retail Baby Boomers: born from 1946 to early 1960s; Gen X: born from 1960s to 1970s; Gen Y: born from 1980s to 1990s 2011 Avaya Inc. All rights reserved. 25
26 Generation Y: A completely new generation Birth Dates: Current Age: Global Empowered Interdependent Multi-tasking Think is passé Mobile Instant information Expecting (NOW! Not 5 minutes from now) Impatient if delayed but highly adaptable Avaya Inc. All rights reserved. 26
27 The Growing Trend Social media isn t just for teens Visiting social sites is now more popular than personal 85% of technology customers are reading, viewing or contributing to social content Time spent on social networks accounts for 10% of all Internet time 60% of Facebook users are 26 or older, and nearly 20% are 45 or older Nielsen, Global Faces & Networked Places, 2009 Forrester, June 2009 Nielsen, Global Faces & Networked Places, 2009 InsideFacebook.com, 1/4/ Avaya Inc. All rights reserved. 27
28 Social Identity SHIFT From Annonymous To Real 2011 Avaya Inc. All rights reserved. 28
29 Peer Pressure SUPPORT Getting my license on Tuesday! What do I need? Don t forget your birth certificate and social security number. Check out the DDS website for the check list. Good luck! Make an appointment! 2011 Avaya Inc. All rights reserved. 29
30 Social Media Examples in Government 2011 Avaya Inc. All rights reserved. 30
31 Social Media Tools Used by State Agencies Foursquare Blogs GovLoop Delicious Digg Vimeo Ning Second Life MySpace Flickr LinkedIn YouTube Twitter Facebook Communities of Practice Employees Citizens Response Count Source: NASCIO A National Survey of Social Media Use in State Government, Friends, Followers and Feeds September Avaya Inc. All rights reserved. 31
32 California DMV DMV uses Twitter today Distribute Information Promote News Provide Customer Service and Support Control Corporate Branding Direct Traffic 2011 Avaya Inc. All rights reserved. 32
33 Top Local Government Twitter Users Source: Code for America, Shortstack: The Top Twittering Cities & Counties Avaya Inc. All rights reserved. 33
34 Public Safety Communications/E911 Public Safety Information Sharing through blogs and podcasts E911 Talk PodCast: Weekly podcast on topics related next generation Public Safety Communications blog Mark J. Fletcher, Emergency Number Professional (ENP) 2011 Avaya Inc. All rights reserved. 34
35 What are the Payoffs? SHORTENS INCREASES ENHANCES Response Revenue and Citizen Time Productivity Satisfaction 2011 Avaya Inc. All rights reserved. 35
36 2011 Avaya Inc. All rights reserved. 36
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