CO DGS Presentation - Securing the Citizen Experience - by Nick Kittle

  • View
    35

  • Download
    1

Embed Size (px)

Text of CO DGS Presentation - Securing the Citizen Experience - by Nick Kittle

  • 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