Quality metrics for State of Local Governments.

Transcription

1 Quality metrics for State of Local Governments.

2 Chase Winder, State and Local Government Business 7+ years of professional experience in Government Technology Engages with State and Local leadership across the country to improve citizen and employee engagement Member of NACo, USCM, NAWB 2015 QUALTRICS LLC.

3 What is a? It s a Quality Metric that is: 1. Measurable 2. Can be monitored 3. Can be quickly obtained. 4. Communicated / Learn from 5. Action-able / Act upon Has your organization identified or established Quality Metrics in and across all of your many departments that are measurable, monitored, can be quickly obtained, learned from, shared with your leadership team and with the public and then in addition can be acted upon to improve the performance of your organization?

4 The World s Largest Citizen Insights Cloud PROVO / USA DALLAS / USA SEATTLE / USA WASHINGTON DC / USA DUBLIN / IRL SYDNEY / AUS SEATTLE / USA 9K + Brands & Organizations 1.8M + Users 99 of the top 100 business schools Used In 75 + Countries

5 2015 QUALTRICS LLC

6 Utah Higher Education chooses Qualtrics

7 Utah Organizations Choose Qualtrics

8 Federal Government chooses Qualtrics

9 The Echo Chamber

10 Voice of the Citizen Point of Service feedback Citizen Insights Panel Citizen Census Panel

11 Identifying all departmental touch points with citizens In person transactions Website transactions Mailing transactions Media interactions New Letters Public Meetings Facility Events School District & High Education collaborative events Utility & other governmental organizations that over lap the same citizenry

12 SM Solutions

13 Collection Channels Measure / Monitor Citizen Experience Overall Relationship Specific Touchpoints Feedback Question SMS Survey Link/Invite SMS Short Code IVR Computer Phone Web Intercept Offline App Phone Interview Social Communicate / Learn Reporting & Role-based Dashboards Analyze trends across channels Zoom into individual citizens, zoom out for big picture Integrate with existing systems Text analytics Key driver analysis Turn data into insights Act Dynamic Case Management Automated alerts Close the loop Drive improvement Launch new studies Create new initiatives ASSIGN ACTIONS TO Individuals Groups Departments Locations

14 Mobile Surveys Pocket feedback on-the-go, anytime, anywhere. BENEFITS o Online Surveys Desktop, tablet or smartphone, online surveys that look fantastic and work brilliantly. o Offline Surveys Capture face-to-face and kiosk-mode feedback on your tablet or smartphone without an internet connection. o SMS Surveys Interact with your audience in the same way they interact with a friend just a text message away.

15 Qualtrics Vocalize Citizen centricity meets software simplicity. BENEFITS o Capture Your Citizens Voice Capture what customers are saying to you and about you. From surveys, to social media and everything inbetween, Vocalize brings it all together. o Explore Relevant Insights Role-based dashboards to analyze trends and discover insights. Zoom in to the individual citizen and zoom out to see the big picture. o Deliver Ahead of Expectations Create automatic actions and alerts based on location, responses, behaviors, department, role and more. Or easily integrate with your existing systems.

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17 Qualtrics Service Offerings CLIENT SUCCESS CONSULTING CLIENT ENGINEERING PANEL SERVICES MANAGED SERVICES Implementation Journey Survey Competitive Survey Builds & Program Mapping Automations Benchmarking Edits Optimization Program Design Historical Data Project Dashboard Issue Escalation Methodology Imports Management Builds & Annual/Quarterly Sampling Custom Widgets Tracker Studies Changes Reviews Strategy Systems Bulk Sample Program Testing Distribution Program Integrations Purchases Closed Loop Reviews Expansion Conjoint Changes Survey Reviews Review SMS Gateway Data Analysis Best Practices Integration 2015 QUALTRICS LLC.

18 The Bottom Line Difference 45 % 75 % Increases productivity Increases research speed 42 % Increases customer engagement Reduces Reduces survey build development costs time 77 % 58 % Reduces analysis time 50 % Source: Average based on customer case studies

19 Q&A