Department Business Plan Progress Report. Communications. Reporting Period: Q2/2017

Transcription

1 Department Business Plan Progress Report Communications Reporting Period: Q2/2017

2 Goal 1: Strathcona County meets the need for open, transparent and meaningful stakeholder* communication and engagement. Outcome: Stakeholders are satisfied with the information they receive and the opportunity to engage with Strathcona County. Progress Update Initiative Strengthen and integrate digital media as part of communications programs Develop internal communications strategy, following employee survey Review and redesign County websites Status : In Progress NS: Not Started C: Complete WI: With Issue NS Milestones/Deliverables Achieved Developed new Digital Asset Manager guide, encouraged the use of proper naming conventions and shared the model release protocols, which will be enforced on an ongoing basis. Software upgrade to improved version expected in Q3. Employee survey completed and results shared at the end of June. Sharing more stories of project and staff successes through internal channels. Produced a County Connect video to share successes, describing how the County s investment in this service request and tracking system is making a positive difference in service delivery and efficiencies. Website upgrade project: development and design consultant selected via RFP process. Editing software upgraded, and is in testing. The first training sessions have been delivered. Sitemap: content map complete - allocation in new structure complete for review by departments. Website search tool replacement: tool selected, approved through cloud working group process. Opportunities, Challenges and Other The website upgrade project is progressing well, with good participation by departments. Project implementation was somewhat delayed by issues related to procurement, but is back on track for a fall launch of the revised site. Learnings from external site will be applied to internal site project; expected to result in a smoother project. 2

3 Key Performance Indicator/Measures Benchmark Progress Update (include year) Residents feel informed about County programs, 77.8% (2013) 81.7 ( spring services and activities (Good/Very good) survey) Resident rating of opportunities to express their Urban 45% 78.5 (2017 opinions about municipal services or municipal (2013) combined sprint issues Rural 35% survey) (2013) Resident satisfaction with County website 57% (2013) 89.7 (2017 spring survey) Employees are satisfied with the information they get about what is happening in the corporation Target 80% (2018) Urban 75% (2018) Rural 60% (2018) 65% (2018) 58% (2014) n/a 65% (2018) * Stakeholder citizens, community organizations, businesses, staff, County suppliers, other levels of government, and all other individuals and groups with whom Strathcona County works and/or serve 3

4 Goal 2: Strathcona County understands the strategic value of ongoing communications programs and specific campaigns. Outcome: Decisions about the most effective and efficient allocation of communications resources are supported by data. Progress Update Initiative Assess level of uptake of brand messaging within and external to the community Quantify and report on success of ongoing programs and selected campaigns Directors receive yearly reports related to website usage and specific campaign performance Status Milestones/Deliverables Achieved : In Progress NS: Not Started C: Complete WI: With Issue NS Next reputation survey to be run in 2018 Working with department communicators to apply analytics that allow them to measure the success of specific campaigns and different approaches. Some examples: o Measurement and evaluation report shared with TAS in January on urban agriculture strategy communications. o April Fool s social media campaign results shared. o Community hall sustainability plan communications plan developed and discussed with steering committee for implementation 2016 web report shared with directors, communicators and council. Opportunities, Challenges and Other As department and corporate communications professionals explore new ways to work with website analytics, our learnings grow and we find new ways to apply this information to measure and enhance our success. Key Performance Indicator/Measures Benchmark Progress Update Target (include year) Stakeholder perceptions of Strathcona County related to brand messaging: Community of choice Empowers/enables citizens success Canada s energy engine 95% (2015) 80% (2015) 73% (2015) n/a 95% (2018) 80% (2018) 73% (2018) * Stakeholder citizens, community organizations, businesses, staff, County suppliers, other levels of government, and all other individuals and groups with whom Strathcona County works and/or serves 4

5 Goal 3: Strathcona County proactively addresses issues and opportunities with one, clear voice. Outcome: Strathcona County s position on key issues is well known, and communicated in a clear, consistent manner, increasing stakeholders perceptions of openness and transparency. Progress Update Initiative Strengthen communications support for Council as key spokespeople Status : In Progress NS: Not Started C: Complete WI: With Issue Milestones/Deliverables Achieved Continue to prepare Council to respond to issues of interest to the public through key messages, briefings and IYAA documents on a wide range of topics, including surplus, ERP system improvements and organizational transformation, and Assessment and Tax work. Other examples include: Led communication for the SCES emergency services review, including providing advice for Council presentation (April 11), internal messaging for SCES staff, media release, Council Key Messages. Led the script writing, narration and production of the final video for the Social Framework presentation to Council on May 23 Led the communication for all aspects of the Social Framework presentation to Council on May 23, including Council briefing notes, contribution to the PowerPoint presentation, Social Framework document editing, media release, web copy and video. Led the communication for the Social Framework Launch event (including volunteer recruitment) at Broadmoor Lake Park on June 15 (signage text development, media release, coordination with Minister s office, speaking notes, social media, etc.) Participated in preparation and attendance at two Social Framework Steering Committee meetings, as well as two Opioid Response Committee meetings. Pulled together a last minute sponsorship announcement in coordination with RPC, FCS and 5

6 Continue to assess and prepare organization to respond to potential and emerging issues Elected Officials/senior leadership are satisfied with the level of communications support provided and feel prepared to respond to issues Pembina and five social service agencies for Everybody Gets to Play funding, as part of new Social Framework Led communication for Vehicle for Hire bylaw, replacing existing Taxi Cab Safety bylaw. Developed media release, Council presentation, letter to existing permit holders, web copy. Led communication for the Dog Control Bylaw, including assisting in the development of the Council presentation and writing the media release. Led communication for KEYS phasing out of three schools, encourage applications from schools to join KEYS program, announcement of three new KEYS schools for Fall school year. Developed key messages and strategy relating to the Wye School replacement announcement and two public open houses (June 14, 20) Provide support for weekly Councillor Columns, speaking engagements and events (Pride Awards). Election 2017 communications planning and implementation began, including ways to increase voter engagement opportunities toward greater voter turnout. Call for nominations promotion, and event planning and execution for the 2017 Pride of Strathcona Awards. Worked with Financial Services to create the 2016 Annual Report. As above, Communications monitors social and traditional media, and keeps abreast of organizational issues in an effort to respond quickly to emerging issues. Representing Strathcona County communications on Northeast River Crossing public engagement steering committee phase 1 engagement completed A short survey developed to assess Council and senior leaders level of satisfaction with communications (project specific and overall) was implemented in late 2016 (results below). 6

7 Communications also participated in Corporate Services County-wide customer satisfaction survey; Communications results were positive overall, with managers and directors reporting they are 88.9% satisfied or very satisfied. Opportunities, Challenges and Other A growing portion of Communications work is focused on issues management and Councillor driven priorities, leaving the department communicators to focus on the day-to-day operations of the departments; in particular, marketing communications work. For instance, managers and directors report that issues management accounts for 86% of their interaction with communications. Key Performance Indicator/Measures Benchmark Progress Update Target (include year) Senior leadership participate in media and crisis 1 (2015) 1 (2016) 1 (2018) communications training (sessions per year) Elected officials/senior leadership satisfaction with the level of communications support provided and feel prepared to respond to issues (out of 5 scale rating) 4.8/5 (2016) n/a 4.5/5 (2018) 7

8 Goal 4: New tools and/or processes adopted increase efficiency, effectiveness and consistency of Communications service delivery across Strathcona County. Outcome: Communications is efficient, effective and consistent. Progress Update Initiative Continue to assess, adopt and develop innovative tools and processes Assessment of history and heritage resources within the Cultural Strategy Status : In Progress NS: Not Started C: Complete WI: With Issue WI Milestones/Deliverables Achieved The web team is working with Utilities and Lift Interactive to develop an improved water usage calculator for the website. Researched and acquired enewsletter software (Robly), when the software we were using was sold to another company. The new software is being used by staff, and initial results are very positive. We saw, for instance, improved analytics on the EDT newsletter for first edition sent from Robly. Tested media coverage monitoring, and adjusting process to be feasible for existing resources. Placement of resource still unresolved. In the meantime, work continues to ensure the community is aware of local history. Historical videos (The past where we live) were released mid-december The videos have been promoted extensively in print and online. With the videos residing on the history section landing page, web analytics show an increase of traffic to this page of 254 per cent, and over 600 per cent increase in instances where this was the first page visited (entrance page). A count on YouTube shows A rich and plentiful country has had 479 video views, and A specialized municipality has had 679 views. Twelve screenings with internal and external audiences have reached close to 300 viewers. 8

9 Opportunities, Challenges and Other Historical videos have been well received, demonstrating the interest in the community for this work. Key Performance Indicator/Measures Benchmark Progress Update Target (include year) Residents feel informed about County programs, 77.8% (2013) 81.7 (2017 spring 80% (2018) services and activities (Good/Very good) survey) Resident satisfaction with County website 57% (2013) 89.7 (2016) 65% (2018) Internal client satisfaction with services provided by County Communications (out of 5 scale rating) 4.7/5 (2016) 4.5/5 (2018) 9

10 Goal 5: Communications supports a positive working environment and opportunities for learning and growth. Outcome: Employees are satisfied, empowered and motivated to learn, achieve and innovate. Progress Update Initiative Actively practice and encourage open communication, active listening and support Provide timely and meaningful recognition and feedback Encourage participation in relevant training Status : In Progress NS: Not Started C: Complete WI: With Issue Milestones/Deliverables Achieved Communications supported planning and implementation of 2017 Employee Engagement Survey, and values refresh work. Communications staff are supporting a number of internal committees, including the Information & Technology Strategy, People Strategy, and Learning and Development Committee, and have begun the work necessary to have our services included on County Connect PPR, 2017 goal setting and mid-year check in complete for all staff by end of June. Continue to work on professional development goals with employees, and to encourage training. Workload continues to be a barrier to training. Opportunities, Challenges and Other The pace of work continues to grow with no respite in site. The team is getting tired, which is beginning to show. We will continue to monitor the situation, and to investigate alternative approaches both to the work and our organization. Key Performance Indicator/Measures Benchmark Progress Update Target (include year) % of training and development budget accessed by employees 60% (2013) 80% (2018) 10