Securing a Positive Customer Service Experience

by Nick Kittle Chief Innovation Officer

Adams County

Apathy

___________ is the enemy of great government.

Keys to Citizen Customers

Must engage citizens…

– Most citizens are not engaged

– Know our customer demographics

– Speak like a human

– Know your soundbyte

in the way they want.

– We need to go to them

– Information must be easy to use and intuitive

– Information must create value for citizens

– Citizens know what they want, not what they need.

The Double-Edge Swords

• User Security

– Allows customized interactions and tracking

– Reduces adoption rates

• Provide the information citizens want

– Creates value and encourages interaction

– Creates questions from involved citizens

• Not all citizens are customers

Adams County

• Performance Metrics – Process required 2 years of buy-in

– Data is available in a visual format but cannot be manipulated

– Measures are clearly defined, as is success

• “Eye on Adams” (Buildingeye and Accela) – Building

– Planning

– Enforcement

• Coming soon: Open data

https://performance.adcogov.org/

https://adamscounty.buildingeye.com/building

https://www.adcogov.org/sites/default/files/videos/converted/3108/Building_Eye_1_mp4_1462456881.mp4

Performance and “Eye On Adams”

• Use metrics to learn HOW your customers want to be communicated with…

– How many users are mobile?

– How many access you directly?

– How many are repeat?

• Outreach