An Introduction to Virtual Town Hall Bill Letsky Vice President 07-26-10

An Introduction toAn Introduction toVirtual Town HallVirtual Town Hall

Bill LetskyBill Letsky

Vice PresidentVice President

07-26-1007-26-10

The Evolution of Town ServicesThe Evolution of Town Services Now: Significant Constituent InteractionsNow: Significant Constituent Interactions

• Information DisseminationInformation Dissemination Budget Reports, Committee Meeting MinutesBudget Reports, Committee Meeting Minutes New Business, New Resident, & Visitor InformationNew Business, New Resident, & Visitor Information Updated Calendars & AgendasUpdated Calendars & Agendas Access to Property Data & MapsAccess to Property Data & Maps On-Site Search EnginesOn-Site Search Engines Email Subscriber ServicesEmail Subscriber Services

• Downloadable ContentDownloadable Content Permits, Licenses, ApplicationsPermits, Licenses, Applications Rules & Regulations, Filing ProceduresRules & Regulations, Filing Procedures MapsMaps

The Evolution of Town ServicesThe Evolution of Town Services Now: Significant Constituent InteractionsNow: Significant Constituent Interactions

• E-CommerceE-Commerce

Property Tax Lookup & PaymentProperty Tax Lookup & Payment Utility BillsUtility Bills Recreation RegistrationRecreation Registration Online BiddingOnline Bidding Miscellaneous TransactionsMiscellaneous Transactions

• Citizen EngagementsCitizen Engagements

Comment Forms & Request Tracking ServicesComment Forms & Request Tracking Services Online Surveys & PollingOnline Surveys & Polling Participation/Volunteer OpportunitiesParticipation/Volunteer Opportunities

Why Virtual Town Hall?Why Virtual Town Hall?

Well QualifiedWell Qualified• Established 1998Established 1998• Sole Focus: Municipal SectorSole Focus: Municipal Sector• 300+ Municipal Clients (~50 in NH)300+ Municipal Clients (~50 in NH)

Headquarters: Maynard, MAHeadquarters: Maynard, MA

Data Center: Portland, MEData Center: Portland, ME• Ala-Carte Menu of Modules to Expand Ala-Carte Menu of Modules to Expand

Town Online CapabilitiesTown Online Capabilities

A Sampling of NH A Sampling of NH Virtual Town Hall Clients Virtual Town Hall Clients

NeighborsNeighbors::HampsteadHampsteadLeeLeeNorth HamptonNorth HamptonPlaistowPlaistowRyeRyeSeabrookSeabrookStrathamStratham

OthersOthers::BedfordBedfordBelknap CountyBelknap CountyDerryDerryHopkintonHopkintonLebanonLebanonRochesterRochesterWolfeboroWolfeboro

VTH: Technology is ImportantVTH: Technology is Important Content Management System

• Feature RichFeature Rich Subscribable E-AlertsSubscribable E-Alerts RSS FeedsRSS Feeds Dynamic Content AreasDynamic Content Areas Intentions NavigationIntentions Navigation Service RequestsService Requests SurveysSurveys CalendaringCalendaring WYSIWYG EditingWYSIWYG Editing Photo GalleriesPhoto Galleries Minutes & AgendasMinutes & Agendas Google SearchGoogle Search Google Urchin StatsGoogle Urchin Stats

• Version 10.0 release Spring, 2010Version 10.0 release Spring, 2010

Time Warner Data CenterTime Warner Data Center• Secure, 24/7, Redundant HostingSecure, 24/7, Redundant Hosting

VTH: Service CentricVTH: Service Centric

Address the Realities of the Gov SectorAddress the Realities of the Gov Sector


Address the Realities of the Gov SectorAddress the Realities of the Gov Sector• Towns are short staffedTowns are short staffed


Address the Realities of the Gov SectorAddress the Realities of the Gov Sector• Towns are short staffedTowns are short staffed• Varying levels of staff comfort with defining Varying levels of staff comfort with defining

the appropriate web content the appropriate web content



the appropriate web contentthe appropriate web content • Varying levels of staff technical proficienciesVarying levels of staff technical proficiencies



the appropriate web contentthe appropriate web content • Varying levels of staff technical proficienciesVarying levels of staff technical proficiencies• Lack of resources and time to keep track of Lack of resources and time to keep track of

evolving online technologiesevolving online technologies

VTH Service Centric ModelVTH Service Centric Model4 Areas of Focus4 Areas of Focus

I. Content DevelopmentI. Content Development

II. Content ManagementII. Content Management

III. Quality AssuranceIII. Quality Assurance

IV. Technology Partner NetworkIV. Technology Partner Network


I. I. Content DevelopmentContent Development

- Best Practices topics for each dept- Best Practices topics for each dept

- On-Site Planning Meetings -each dept- On-Site Planning Meetings -each dept

- No limit on # of pages built- No limit on # of pages built

- Focus on Quick Access to Core Info- Focus on Quick Access to Core Info

- Tools to Solve Business Problems- Tools to Solve Business ProblemsBurn Permits Harbor MooringsBurn Permits Harbor Moorings

RFPs/IFBsRFPs/IFBs Board/Committee Board/Committee RecruitmentRecruitment


II. II. Content ManagementContent Management

- Simple, Easy-to-Update CMS- Simple, Easy-to-Update CMS

- On-Site Training of Town Staff- On-Site Training of Town Staff

- Sharing of Page Wizards across Clients- Sharing of Page Wizards across Clients

- Unparalleled & Unlimited User Support- Unparalleled & Unlimited User Support

VTH User SupportVTH User Support

Unlimited Access to our Customer Unlimited Access to our Customer Support Team: M-F, 9-5Support Team: M-F, 9-5• PhonePhone• EmailEmail• Instant MessageInstant Message

Comprehensive Support SiteComprehensive Support Site Monthly Online TutorialsMonthly Online Tutorials

Examples of Unsolicited Client FeedbackExamples of Unsolicited Client FeedbackMarch 23, 2010March 23, 2010 We have received many compliments on the website and so far

everything is going very well. I will say the support staff has been extremely helpful to me when I have questions. They are all very knowledgeable and willing to assist. It is really great to have the back up support.

- Julie Doucet, Town of Harvard, MA

January 29, 2010January 29, 2010I am recently retired after 30 years working in an IT support capacity for a major manufacturing company. I know what serving a high tech customer base is like. The support that Middleton MA has received since go-live on Dec. 3 of last year, was as good an example of IT customer support that I can recall in my long experience.

- Roger Talbot, Town of Middleton, MA

February 23, 2010February 23, 2010I wanted to let you know how happy we have been with the support we have been getting through your Support Group. Everyone response quickly when I need help. You have a great team!

- Alison Kepple, Town of Moultonborough, NH


III. III. Quality AssuranceQuality Assurance- Quality Assurance Staff PositionQuality Assurance Staff Position- Periodic Client ReviewsPeriodic Client Reviews

- Home Page SuggestionsHome Page Suggestions- Broken Links ReportBroken Links Report- Empty Links ReportEmpty Links Report- Dept/Board Automation ScriptDept/Board Automation Script

- Refresher TrainingRefresher Training- Regional User Group MeetingsRegional User Group Meetings


IV. IV. Technology Partner NetworkTechnology Partner NetworkBest of Breed RelationshipsBest of Breed Relationships

CRM: CRM: GovQAGovQAOnline Payments: Online Payments: Unibank, MCCUnibank, MCCCustom Payment Apps: Custom Payment Apps: Meerkat Meerkat Video Streaming: Video Streaming: Earth ChannelEarth ChannelGIS Online Mapping: GIS Online Mapping: PeopleGIS, PeopleGIS,

Cartographic AssociatesCartographic Associates

New Website

Service Requests

Online Payments

GIS/MapsOnline

Video Streaming

Rec. & EventsRegistration

DatabaseAccess

Surveys & Polling

Email & Intranet Services

Lets Look at Some SitesLets Look at Some Sites

Implementation ScheduleImplementation Schedule Phase One: Homepage Design (3 weeks++)Phase One: Homepage Design (3 weeks++)

• Strategic Goals & ObjectivesStrategic Goals & Objectives• Design Element PreferencesDesign Element Preferences• Prototype Development & Selection Prototype Development & Selection

Phase Two: Site Development (9 weeks)Phase Two: Site Development (9 weeks)• Planning Meetings by DepartmentPlanning Meetings by Department• VTH Best Practices LoadVTH Best Practices Load• Data Gathering by DepartmentData Gathering by Department• Full Site Development- No Content LimitsFull Site Development- No Content Limits• User TrainingUser Training• Testing & Sign-offsTesting & Sign-offs• Website Launch (& SEO, PR Kit)Website Launch (& SEO, PR Kit)

VTH Website Ballpark CostsVTH Website Ballpark Costs One-Time ChargesOne-Time Charges

• Complete Site Graphic Design & ArchitectureComplete Site Graphic Design & Architecture• Complete Content Identification, Dept. by Dept.Complete Content Identification, Dept. by Dept.

VTH Best PracticesVTH Best Practices• Complete Content LoadComplete Content Load• Requirements Analysis by DepartmentRequirements Analysis by Department

On-Site for Individual Meetings with Key Depts.On-Site for Individual Meetings with Key Depts.• User Training Sessions (5 Primary Users)User Training Sessions (5 Primary Users)

On-Site for Group & Individual User TrainingOn-Site for Group & Individual User Training

Cost: $3,995Cost: $3,995

Annual CostAnnual Cost• Secure Hosting, Ongoing Support, Application UpgradesSecure Hosting, Ongoing Support, Application Upgrades

Cost: $2,750Cost: $2,750

3 Year Spread Option Available3 Year Spread Option AvailableHold Annual Cost Fixed & Spread One-Time Charges across three years: Hold Annual Cost Fixed & Spread One-Time Charges across three years:

$4,082 per year.$4,082 per year.

Documents

An Introduction to Virtual Town Hall Bill Letsky Vice President 07-26-10