Bridging the Digital Disconnect Changing the Culture of Community Engagement Bryan Hahlbeck of...

Bridging the Digital Disconnect Changing the Culture of Community Engagement

Bryan Hahlbeck of CivicPlusAndy Pederson of Bayside, WIDarcy Long of Amery, WIJim Healy of Richfield, WI

4 FORCES

Information

Extensive Computi ng Power

Scalability

Your Digital Front Door

Mobile

Mobile

Social

Social

Social

Information

Mobile

Scalability

CitizenEngagement

Adapted from Gartner

Adapted from Gartner

What role

do you playin bridging the digital

disconnect?

Who visits a city/county website?

40 or younger

30%

41 or older70%

Age

Digital Disconnect: The Gaps Between Government-to-Citizen Online Interactionsvisit www.digitalcommunityengagement.com for more info

How often do citizens visit your sites?

Multiple times3%

Daily11%

Weekly30%

Monthly26%

Less than once per

month

26%

Never4%

Digital Disconnect: The Gaps Between Government-to-Citizen Online Interactionsvisit www.digitalcommunityengagement.com for more info

How are citizens engaging?

37%

19%

42%

Use a smartphone

Use a tablet

2014 Social Media Benchmark Study, J.D. Power & Associates

Use social media

What about the

citizensin Citizen

Engagement?

Citizen users demandease-of-access and familiar communication methods.

CONNECTING PEOPLE

DRIVING FACTORS

By 2015, it is estimated that there will be 10 Billion mobile enabled devices in use around the world.

-CMS Wire

The Case for Digital Community Engagement

Digital interactions save money – they cost 80% less than non-digital interactions. They also free up time for citizens to be productive.

-Accenture – Digital Citizen Pulse Survey

In a time of shrinking budgets, staff and resources, government websites can no longer afford to be insular.

DRIVING FACTORS

The Case for Digital Community Engagement

Users want to make use of collaborative sites to complete tasks or transactions at all times, not just during business hours.

CONNECTING PEOPLE

DRIVING FACTORS

Social Networks and Blogs account for 23% of overall Internet usage. In the U.S. alone, 80% of the 245 million Internet users are connected to a social media site.

-Nielsen

The Case for Digital Community Engagement

How Citizens Feel

When they do go to a government website, they often don’t have a good experience.

67% of citizens say their city or county website is less than easy, difficult, or very difficult to use.

Digital Disconnect: The Gaps Between Government-to-Citizen Online Interactionsvisit www.digitalcommunityengagement.com for more info

Mayor &

Council Bios

Minutes from 1806

Internal Mission

Statements

Water Tower Photos

What They Are NOT Looking For?

Digital Disconnect: The Gaps Between Government-to-Citizen Online Interactionsvisit www.digitalcommunityengagement.com for more info

What They ARELooking For

What They ARE Looking For?

TransactionsCommunicati

onSocial Media Events

What Citizens Are Looking For

Citizens want functionality

Search for municipal jobs

Pay parking tickets or fines

Read blogs

Browse business listings

Reserve facilities

Apply for licenses or permits

Provide input on municipal issues

Pay bills or fees

Submit requests or concerns

Register for events

25%

28%

28%

34%

36%

44%

45%

48%

50%

50%

Digital Disconnect: The Gaps Between Government-to-Citizen Online Interactionsvisit www.digitalcommunityengagement.com for more info

0.0%10.0%20.0%30.0%40.0%50.0%60.0%70.0%80.0%90.0%

Top 3 Ways for Government to Connect with Citizens

What They ARE Looking For?

Social Media

Yes78%

No22%

Is it important for local government to use social media to connect with citi-

zens?

Facebook Flickr Google + Instagram LinkedIn Pinterest Twitter YouTube0.0%

5.0%

10.0%

15.0%

20.0%

25.0%

30.0%

35.0%

40.0%

45.0% 42.3%

0.9%

12.3%

1.2%

7.6%3.5%

10.1% 9.7%

Social media platforms citizens use to follow local government

EmailSocial Media Newspaper

Citizen Engagementis NOT…

Another website The latest app A single voice

So where’s the

problem?

More than half of citizens are unsure about the basic functionalities their local government

website provides

The Digital Disconnect

Unsure54%

Yes20%

No27%

Are you able to fill out and submit forms through your local government's website?

Unsure52% Yes

29%

No19%

Are you able to submit a request or ask a direct question through your local government's website?

Unsure49%

Yes24%

No27%

Are you able to pay for community services through your local government's website?

Digital Disconnect: The Gaps Between Government-to-Citizen Online Interactionsvisit www.digitalcommunityengagement.com for more info

How can we

solve this challenge?

Keep moving forward

2000

2005

2010

20142017

E-GovernmentOnline ServicesMultiple sites

Connected Government

Life EventsBackoffice Re-engineering

Open GovernmentTransparencyCollaboration

Engaged Government

Life EventsRe-focus

Smart GovernmentSustainable, Affordable,

ReliableCrossing boundaries

Based on analysis by CivicPlus and materials provided by Gartner

Adapted from Gartner

How to Evaluate Your Site

▪ CivicLinkPersonalized report based on citizen and staff perspectives of your communication efforts

We are here to

help!

Bryan HahlbeckSenior Regional Sales ManagerHahlbeck@civicplus.com(785) 323-4734