Transforming Citizen Feedback into Actionable Insights

March 6, 2024

In the current landscape of municipal management, the shift towards digital engagement tools for managing citizen feedback has become increasingly crucial. A survey by the Center for Digital Government involving 169 local government leaders highlights this trend, revealing a substantial 51% increase in constituent participation due to the implementation of digital tools for citizen engagement. These tools, including virtual meetings and social media communication, have not only facilitated enhanced engagement but have also significantly improved government transparency, with over 60% of local leaders acknowledging this improvement.

The Impact of Citizen-Centric Technologies

The integration of citizen-centric technologies in municipal management has marked a significant shift in how local governments interact with their communities. The digital tools employed are not just about improving efficiency; they represent a deeper commitment to understanding and responding to the needs and preferences of citizens. In today’s digital era, the expectation for convenient, accessible, and responsive government services is at an all-time high. Citizens are looking for ways to engage with their local governments that align with their daily use of technology.

The growing preference for digital interaction suggests that citizens want to be heard and involved in the governance process, expecting transparency and accountability from their local officials. Research underscores this evolving dynamic, highlighting the importance of digital platforms in meeting these new expectations of managing citizen feedback.

Moreover, the embrace of digital tools is a response to the changing landscape of civic engagement. As the public becomes more accustomed to the immediacy and accessibility of digital platforms in other aspects of their lives, they naturally expect the same from their municipal services. This change is about adapting to a new way of civic interaction where feedback loops are quicker, decision-making is more informed by real-time data, and citizens feel a stronger connection to their local government. This is where the increase in citizen satisfaction becomes especially significant, as it reflects a more engaged and empowered citizenry, actively participating in the shaping of their communities.

Embracing Mobile Technology

The power of mobile technology in municipal services is undeniable. Surveys and insights reveal a striking trend: a whopping 80% of residents across all services report using mobile channels. This statistic reflects a significant shift in public expectations, where convenience and accessibility via mobile devices are not just desired but expected. Mobile apps offer a direct and user-friendly way for residents to interact with their local government, whether it’s to pay bills, access information, or participate in community decision-making processes.

This trend towards mobile technology is reshaping how municipalities operate and interact with their citizens. By adopting mobile platforms, local governments can offer services that are not only more accessible but also more aligned with the modern lifestyle. This alignment is crucial in an era where the majority of the population is accustomed to managing various aspects of their lives through smartphones. The adoption of mobile technology in municipal signifies a commitment to meeting residents where they are, both literally and technologically.

Realizing the Potential

The implementation of citizen engagement software in municipal represents a strategic approach to enhancing the efficiency and responsiveness of local government. This software enables municipalities to transform citizen feedback into actionable insights, streamlining the process of gathering, analyzing, and acting upon the valuable input from the community. This transformative process not only simplifies the management of feedback but also ensures that the voices of citizens directly inform policy and service improvements. By actively leveraging this technology, municipalities can prioritize issues that are most important to their residents, leading to more targeted and effective community solutions.

The success of this approach is evident in various municipalities across North America, where the implementation of citizen engagement platforms has led to measurable improvements in citizen satisfaction and participation. These successes demonstrate the effectiveness of digital tools in enhancing the quality of municipal services and the overall citizen experience. By adopting these technologies, local governments are not only addressing the immediate needs of their communities but are also preparing for a future where digital engagement and responsiveness are key to successful municipal management.

Steering Towards a Digitally Empowered Future

The adoption of digital tools and citizen engagement software in municipal management is a significant step towards building communities that are both responsive and forward-thinking. As municipalities embrace these tools, they create opportunities for more dynamic interaction with their community, ensuring that the services they provide are not only effective but also reflective of the evolving needs and preferences of their residents.

In this digital age, the role of municipal management is evolving rapidly, driven by the expectations of a populace that is increasingly tech-savvy and demanding of efficiency and transparency. By integrating digital engagement tools, local governments can significantly enhance their operational efficiency and service delivery. This integration allows for a more streamlined approach to managing citizen feedback, requests, and participation, ultimately leading to a more engaged and satisfied community. The data-driven approach facilitated by these tools enables municipalities to make informed decisions, prioritize resources effectively, and deliver services that truly resonate with their citizens’ needs.

Looking ahead, the continued adoption and refinement of digital tools in municipal management will play a crucial role in shaping smart, sustainable, and citizen-centric cities and towns. As municipalities adapt to these digital advancements, they not only improve current operations but also lay the groundwork for future innovation and improvement. This journey towards digital empowerment is essential for municipalities to remain relevant, responsive, and resilient in an ever-changing world.

In Conclusion

AccessE11 is one solution that can empower your citizens to be more connected with their local municipalities. Combining issue management alongside citizen outreach capabilities will help build a bridge between residents and their municipality. Choosing a solution that is easy to use and approachable for the needs of your community means you will be able to make important decisions backed by the feedback you are receiving. By embracing this approach, you can ensure that you are not only addressing current needs but are also future-ready, capable of adapting to the evolving expectations of your community.

Smart Governance: Leveraging Data for Better Municipal Management

January 26, 2024

In the dynamic landscape of urban management, the advent of data-driven decision-making stands as a revolutionary tool for municipalities. This article aims to dissect what it means to make decisions using data, unravel the complexities small municipalities face in implementing a data-centric culture, and explore the methodologies of data harnessing to address urban challenges.

Defining Data Driven Decision Making

Data-driven decision-making is a shift from traditional decision-making processes in municipalities. Traditional approaches often rely on historical practices, intuition, or political pressures, which can overlook underlying issues or emerging trends. In contrast, this new method of decision-making grounds choices in objective, quantifiable data. This shift not only enhances the accuracy of your choices but also makes the decision-making process more transparent and accountable.

The City of Syracuse, New York, serves as a prime example of this shift. By adopting a data-driven approach to tackle its infrastructure challenges, Syracuse utilized predictive analytics to anticipate and prevent water main breaks. Their proactive strategy led to an 18% reduction in such incidents. Thus highlighting the superiority of data-driven strategies over traditional, reactive approaches.

Essentially, utilizing data empowers municipalities to make informed, strategic decisions that are responsive to actual community needs and conditions. It enables a more dynamic, evidence-based approach to urban governance, setting a new standard for efficiency and effectiveness in public service delivery.

Challenges in Smaller Communities

Implementing a data-centric culture in smaller municipalities does not come without it’s challenges. One of the primary obstacles is the scarcity of resources. Smaller cities often operate with limited budgets and manpower, which can hinder the adoption of advanced data collection and analysis technologies. This resource crunch can delay or even derail the transition to a data-driven approach.

Another significant challenge is the existing technological infrastructure. In many smaller municipalities, it is not sufficiently developed to support comprehensive data initiatives. The lack of advanced IT systems and digital tools can limit the ability to collect, store, and analyze large volumes of data effectively.

Although there may be roadblocks to implementing a data-centric culture in your community, overcoming these hurdles is crucial for smaller cities to keep pace with the evolving citizen demands of high-quality, efficient service delivery.

Data Sources to be Used

Local governments have a variety of data sources at their disposal, each offering unique insights and advantages. Citizen feedback is a vital source of data, providing real-time, on-the-ground perspectives on municipal services and policies. Platforms like AccessE11 enable governments to tap into this valuable resource, facilitating more responsive and citizen-centric governance.

Operational data, encompassing information on municipal services, infrastructure, and assets, is another crucial data source. This data helps in optimizing service delivery and resource allocation. Santa Monica’s Wellbeing Project exemplifies the effective use of operational data. By analyzing various parameters of community well-being, the city was able to implement targeted mental health programs, leading to a 14% improvement in residents’ well-being scores. Financial and environmental data are equally important. Financial data allows for more transparent and accountable budgeting and spending, while environmental data can guide sustainable urban development and resource management. Asheville, North Carolina’s use of data analytics to enhance its fire department’s response times — reducing them by 20% — demonstrates the power of operational and environmental data in improving public safety and emergency response services.

In Conclusion

The journey towards embracing data-driven decision-making is not without its challenges, especially for smaller municipalities. However, the potential benefits are immense and far-reaching. By leveraging various data sources, such as citizen feedback, operational, financial, and environmental data, municipalities can revolutionize how they operate and serve their communities. The success stories of Syracuse, Santa Monica, and Asheville underscore the transformative impact of data-driven decision-making. As more municipalities adopt this approach, we can anticipate a future where urban governance is more efficient, responsive, and attuned to the needs of the community. The shift to data-driven decision-making is not just a trend; it is the future of effective municipal governance.

AccessE11 – A Municipal Year in Review

January 17, 2024

As we begin our new year, we can reflect on the important moments in the municipal government space with our municipal year in review. The world of local government is constantly changing. Laws, technology, and citizen demands ensure that their municipalities continue to keep their finger on the pulse of progress. This article will highlight some of the major changes that have began throughout 2023, with notable technology and policy leading the way.

AccessE11 is proud to be at the forefront of modernizing the municipal space, ensuring we keep a focused approach on improving the citizen engagement and issue management process. This year, the team at AccessE11 has been lucky enough to visit enthusiastic municipal professionals from all over the world at various municipal conferences. These conferences allow us to connect with municipal leaders, stakeholders, and the dedicated new generation in local government, all committed to improving their communities.

First, let’s take a look at some of the most prominent technologies that are making waves in the municipal space.

AI Applications

Artificial Intelligence (AI) is rapidly transforming the municipal space, offering innovative solutions for improving city management and citizen engagement. In recent years, AI’s role in cities has evolved from being a novel concept to a practical tool that addresses unique municipal challenges. The most significant development in city governments is the application of generative AI. It is reshaping the delivery of services and how operations are conducted. Kelowna, BC, presents a real-world example of AI in the municipal space, having created a 24-hour helpline. This helpline uses an AI bot to simplify access to services and understanding of permits/regulations for people. These examples illustrate how AI streamlines bureaucratic processes, offering services that positively impact citizens. The result is enhanced efficiency and significant cost savings.

However, the integration of AI into municipal operations also brings forth concerns and challenges. One of the primary issues is the potential for bias and discrimination in AI systems. The issue often arises from the training data of AI systems or their application methods. Municipal leaders must exercise caution and care, particularly when AI informs crucial decisions or provides risk assessments impacting lives. As we look to the future, we expect AI to maintain a critical role in city governance. Its innovations are poised to significantly improve the quality and responsiveness of municipal services. They will also improve infrastructure management and aid in sustainable city development. However, city officials must be vigilant about the ethical implications. It’s crucial to ensure transparency and accountability in AI deployments.

In essence, AI in the municipal space is a double-edged sword. While it offers exciting developments and potential efficiencies, it also requires careful consideration and management to ensure it is used responsibly and equitably. As AI continues to evolve, municipalities must stay informed and prepared to harness its benefits while mitigating its risks.

Smart Cities

Smart cities signify an evolving urban landscape where the integration of technology, especially information and communication technologies (ICT), into city infrastructure enhances efficiency, sustainability, and livability of the urban environment. In 2023, smart city initiatives have significantly advanced, largely due to the increased adoption of technologies like AI, IoT (Internet of Things), and cloud computing. These innovations facilitate data-driven decision-making and efficient resource management. For instance, municipalities are increasingly focusing on integrating these technologies into their infrastructure to improve everything from traffic management and waste disposal to energy usage and public safety.

A key trend in 2023 has been the emphasis on modular and scalable smart city solutions. Cities are adopting technologies that allow them to invest within their means and scale up as necessary. The result of this adoption creates a balance between modernization and budgetary constraints. This approach facilitates the quick derivation of actionable insights and efficient allocation of resources, which is crucial for small and medium-sized cities with limited budgets. Additionally, there’s a growing focus on using data-driven approaches for transparent decision-making in cities. Initiatives like NYC Open Data, DataSF, and Dublinked exemplify the shift towards leveraging data to drive efficient operations, while underscoring the importance of data security, privacy, and regulatory compliance.

Looking forward, the next few years are expected to see further advancements in smart city technologies. Particularly with an increased focus on sustainability and climate resilience. The use of AI and IoT is anticipated to become more sophisticated. The goal? Allowing for more effective management of city resources and better engagement with citizens. However, challenges related to data privacy, cybersecurity, and ensuring equitable access to technology remain crucial areas for attention. As smart cities continue to evolve, maintaining a balance between technological advancement and ethical considerations will be key to their sustainable growth and acceptance among citizens.

AccessE11 in 2023

AccessE11, a leader in citizen relationship management and engagement software, experienced an exciting year in 2023. We proudly welcomed a number of new cities to our user base, reflecting our growing influence in the municipal tech world. Our participation in multiple trade shows throughout the year enabled us to engage closely with municipal staff and leaders, furthering our understanding of their unique needs and challenges. This interaction has been pivotal in shaping our software development, giving us direction for what improvements we should focus on in 2024.

Looking ahead to next year, we’re excited to unveil several innovative features. These enhancements include SMS case submissions, single sign-on capabilities, multi-step workflow creation, and an advanced engagement module. We designed each of these features to streamline operations and enhance the user experience for our municipal clients, demonstrating our commitment to continuous improvement and client satisfaction. These upcoming offerings are a testament to AccessE11’s dedication to evolving in line with the dynamic needs of small and medium-sized municipalities.

In Conclusion

As 2023 ends and we enter 2024, there’s a clear evolution in technology within municipal governments. Most noteworthy are the significant AI advancements and smart city developments which have marked this year. These have reshaped how municipalities operate and engage with citizens. Meanwhile, challenges in ethics and data security remain. Yet, the progress in technology integration points to an exciting future.

The team at AccessE11 are eager to unveil new functionality for our users in 2024. We look forward to another exciting year of meeting municipal experts and leaders. Have a great year, and thank you for your amazing support in 2023.

Navigating the Surge in Citizen Records Requests: A Guide for Municipalities

October 25, 2023

The democratization of information, fueled by the digital age, has empowered citizens to seek transparency and accountability from their local governments. As a result, municipalities are witnessing an unprecedented surge in citizen records requests. While this surge is a testament to an engaged and informed citizen base, it simultaneously presents logistical and operational challenges for local governments. The complexities involved in fulfilling these records requests have also escalated, making it an arduous task that requires meticulous planning, resource allocation, and, most importantly, time.

Growing Volume and Complexity

According to a study by the National League of Cities, the volume of citizen public records requests has increased by over 30% year-over-year. This exponential rise is not just a number but represents a myriad of requests, from simple inquiries about public expenditures to more complex demands for legal documents. In addition, the cost of processing a single request can vary significantly depending on the complexity, ranging from $30 to almost $450.

Burden on Municipal Staff

The administrative burden to meet these demands stretches the already scarce labour resources available to municipalities. Staff must divert time from other civic duties to comb through files, redact sensitive information, and ensure compliance with the Freedom of Information Act (FOIA) or equivalent state laws. Couple that with the complexities of the requests themselves increasing, now including photo and video, and it’s become the number one burden for over 75% of government agencies according to a survey. As a result, the time taken to fulfill a request has lengthened, leading to delays and, consequently, unhappy citizens.

The Need for a Digital Solution

In an era where speed and efficiency are paramount, relying solely on manual processes is unsustainable. Adopting a digital solution for handling records requests can serve as a cornerstone for effective citizen engagement. Automation can streamline the process by categorizing requests, assigning them to the relevant departments, and even providing estimated timelines for fulfillment. Digitization also enables easy retrieval and sharing of documents, reducing the turnaround time significantly.

Planning for Implementation

For municipalities contemplating a shift towards a digital solution, here are some key steps for a seamless implementation:

Needs Assessment: Conduct a thorough analysis of the current system, identifying bottlenecks and inefficiencies.
Vendor Selection: Look for solutions that are robust, user-friendly, and offer functionalities specifically designed for records requests.
Staff Training: Ensure that municipal staff are adequately trained to utilize the new system effectively.
Pilot Testing: Implement the solution in phases, beginning with a pilot program to gauge its effectiveness.
Feedback Loop: Continually collect feedback from both staff and citizens to make necessary adjustments

Prioritizing Integration

Rather than operating in silos, modern municipal systems require a level of interconnectedness to function efficiently. Choosing a citizen records management solution with an open API can be a game-changer in this regard. Open APIs allow for seamless integration between different software platforms, thereby creating a centralized hub for all relevant data. The following are major benefits of having a system that can integrate with others:

Centralized Data: Having a single point of access for various types of data eliminates the need for multiple logins and reduces the risk of data duplication or error.
Streamlined Workflows: An open API enables automated data exchange between systems. For example, a records request in the citizen engagement platform can automatically populate fields in the document management system, saving time and reducing manual entry errors.
Enhanced Collaboration: Different departments within the municipality can easily collaborate as they can access the same, consistent data. This is especially useful for complex records requests that involve multiple departments.
Scalability: As your municipality grows, an open API ensures that new functionalities and modules can be easily added or updated without overhauling the entire system.
Cost-Efficiency: Interoperable systems reduce the need for additional software to bridge gaps between different platforms, lowering overall costs.
Compliance Ease: Integrated systems can be programmed to automatically adhere to legal standards such as the Freedom of Information Act (FOIA), making compliance simpler and less prone to human error.

By opting for a solution that prioritizes interoperability through an open API, municipalities can ensure that they are investing in a flexible, scalable, and efficient system. This enables local governments to meet the growing and complex demands of citizen record requests while simultaneously facilitating other municipal operations.

Conclusion

The task of managing citizen records requests is becoming increasingly complex and time-consuming. However, adopting a digital solution can alleviate many of these challenges by automating workflows, digitizing records, and enabling efficient resource allocation. A specialized system, like AccessE11, focuses strictly on citizen engagement and issue management, making it an ideal choice for municipalities looking to streamline this aspect of their operations. With a well-planned implementation, local governments can significantly reduce the time and resources required to fulfill citizen records requests, thereby fostering a transparent, efficient, and engaged community.

How User-Friendly Online Services Drive Citizen Satisfaction

September 12, 2023

Citizen satisfaction is not just a buzzword; it’s an essential metric for evaluating the performance of local governments. Research indicates that a staggering 72% of citizens are interested in utilizing online government services. Despite this interest, over half abandon their attempts due to difficulties in navigation and access. The implications are clear: providing user-friendly online services is not a luxury but necessary for increasing citizen satisfaction and fostering trust.

Citizen Satisfaction: The Cornerstone of an Effective Local Government

Citizen satisfaction serves as a barometer for the effectiveness of local government. A satisfied citizenry is more likely to engage with the community, trust their local government, and participate in civic responsibilities like voting. According to a study by Pew Research Center, 71% of Americans who have a favorable view of their local government are also actively engaged in their communities, compared to just 28% who have an unfavorable view.

The Challenges of Simple Online Services

While the advent of online services opens doors for more efficient and streamlined government-citizen interactions, it’s not without its challenges. One of the most significant obstacles is the complexity of user interfaces. In an environment where many citizens are already hesitant to engage with governmental systems, a convoluted or unintuitive interface can serve as a formidable barrier.

Moreover, the issue of accessibility remains a pivotal concern. This isn’t just about having access to a computer or the internet. It is also about how easy the system is for people who may not be digitally literate. Aging populations combined with a constantly changing technological environment create a level of complexity that some people cannot navigate.

The Ripple Effect of User-Friendly Online Services

The benefits of enhancing the usability of online government services extend far beyond mere convenience. They directly impact the quality of governance and citizen satisfaction. For instance, efficient problem resolution is a tangible outcome of a well-designed interface. When citizens can easily report issues or request services, it expedites the government’s ability to address these concerns and creates a positive feedback loop.

Additionally, the usability of online services directly correlates with government transparency and civic engagement. A system that enables straightforward access to information or services naturally encourages citizens to interact more with their local government. This fosters a culture of transparency, as citizens are more likely to be informed about government initiatives and spending. Therefore, investing in the usability of online services can be a strategic move that pays dividends in multiple facets of governance and citizen satisfaction.

Blueprints for Success

Leveraging a sophisticated case management system can significantly elevate the quality of citizen engagement for local governments. This sets the stage for a more streamlined and user-friendly online experience. One of the most crucial features of such a system is an easy-to-use, citizen-facing web form. Local governments can ensure that citizens can effortlessly report issues or request services by providing a straightforward and intuitive form. This streamlined approach can significantly improve problem-resolution efficiency, enabling government agencies to promptly and accurately collect all necessary information. Mobile capabilities further extend this accessibility, allowing citizens to engage with their local government whenever and wherever it’s most convenient.

Another standout feature of a robust case management system is automated communication. This functionality ensures that citizens are kept in the loop about the status of their issue or request, from initial receipt to final resolution. Such automation not only reduces the administrative burden on government staff but also enhances the transparency of the process. Furthermore, citizen outreach can be integrated into the system to periodically update the community about new initiatives, upcoming events, or important announcements. By combining these elements—accessible web forms, mobile capabilities, automated communication, and citizen outreach—local governments can create a holistic, user-friendly online experience that meets and exceeds citizens’ expectations, thereby fostering higher engagement and satisfaction levels.

AccessE11 is a solution that can tackle all these issues, while being affordable and easy to implement for your municipality. By offering automation, citizen outreach, and an easy to use citizen facing webform, AccessE11 gives local governments of any size the chance to bring easy online access to their citizens. You can do the same in your municipality.

In Conclusion

Driving citizen satisfaction is no longer just ‘nice-to-have’; it’s a necessity for the overall health of local governments. Investing in user-friendly online services can significantly elevate citizen satisfaction, engagement, and trust. As we move deeper into the digital age, the governments that prioritize these aspects will be the ones to set benchmarks in effective governance.

Citizen Management Software: An Affordable 311 Alternative

June 29, 2023

The problem: Dedicated 311 Systems are prohibitively expensive

As residents increasingly demand easier access to services, the need for software solutions to meet this demand becomes crucial. However, smaller municipalities often face barriers due to the high cost of implementing new technology. Many self-service and dedicated 311 software solutions can be prohibitively expensive and may only be effectively utilized by larger centers. Thankfully, there are cost-effective alternatives available that can provide similar benefits.

An Alternative for Small to Mid-Sized Municipalities

One such alternative is citizen issue management software, which proves to be an effective option for municipalities to track, manage, and respond to citizen requests and concerns. These modern, cloud-based systems enable municipal staff to handle requests more efficiently from start to finish. When a resident makes a request or submits an issue, the software automates the entire logging, assignment, and communication process. This automation saves countless staff hours and eliminates duplicate data entry.

Numerous municipalities have already experienced success by implementing alternative software for their issue management processes, as opposed to opting for a dedicated 311 system. According to an article from Govtech website, the city of Evanston, Illinois has significantly improved it’s success rate since adopting citizen management software. For example, their recycling “miss rate” has dropped to 0.0001%, according to Erika Storlie, deputy city manager for Evanston. The software streamlined operations and improved response times, resulting in a better overall experience for citizens

Providing an Enhanced Citizen Experience

Enhanced citizen experience, in turn, leads to increased engagement. The seamless, automated communication provided by these software solutions ensures that residents receive updates and notifications throughout the entire process, from issue submission to resolution. This real-time communication and transparency make citizens feel heard and valued, thereby encouraging their active participation. Municipalities that have adopted citizen engagement solutions reported up to a 20% increase in resident participation in council meetings and other community events.

Making Informed, Data Backed Decisions

Data and analytics also play a crucial role in the issue management process. The ability to identify areas of concern allows department heads and management to proactively address issues before they escalate. Additionally, analyzing trends provides insights into the most pressing concerns facing citizens, whether positive or negative. Armed with this information, councils and management can make informed policy decisions, allocate resources appropriately, and foster a thriving community that prioritizes the voice of its residents.

AccessE11: The #1 Rated Citizen Management Software

At AccessE11, we offer an alternative to traditional 311 software that is purpose-built and priced to meet the needs of smaller communities. Our system is designed to automate day-to-day tasks and reporting, freeing up staff time to focus on innovation and delivering even better service outcomes.

Transparency Made Easy: How Municipal CRM Software Improves the FOIA Request Management Process

May 23, 2023

Municipalities face a complex challenge in FOIA request management (Freedom of Information Act). To find the pertinent information, staff must carefully sift through the vast amount of documentation and data, further complicating the task. Fulfilling these requests involves not only locating the requested data but also scrutinizing it for any redactions or exclusions mandated by law. As a result, the fulfillment of such requests entails a significant investment of time and effort. This effort may divert resources from other critical responsibilities.

However, the fulfillment of FOIA requests is an essential element of government transparency. It empowers citizens to access public records and ensures accountability from their government. Thus, it is imperative for municipalities to prioritize the adoption of a solution that can streamline the FOIA request management process. Ultimately, building trust with their citizens and better serving their communities. This is precisely where a municipal CRM (Citizen Relationship Management) software comes into play, revolutionizing the processes of a municipality.

Centralized Request Management

The number one benefit of utilizing a CRM software is the ability to establish a centralized platform that manages all customer interactions, including FOIA requests. Through this platform, municipalities can consolidate all FOIA requests into one centralized system. A centralized system provides a comprehensive overview of all requests received. This efficient tracking and documentation method ensures that every request is accounted for. As a result, no citizen concern or request falls through the cracks. Outdated systems (or a lack of system entirely) significantly increase the likelihood of missing issues. The outcome of missing issues can result in legal troubles for municipalities.

Secure Document Management

Security and confidentiality are essential considerations when looking to protect the information of citizens. By utilizing a CRM platform, municipalities can ensure that they securely store and manage public records. Additionally, they can restrict access to authorized staff members only, and protect against unauthorized access or disclosure.

Choosing a system that offers trusted and secure document management tightly controls access to records and documentation of who accessed them. Staff can easily fulfill FOIA requests without being concerned whether they will violate the privacy of a citizen or accessing something they weren’t authorized to. Additionally, CRM systems track every time a record or document is updated or changed, providing an extra level of security. This ensures that specific documentation is available showing who made changes to those documents and when it happened, in case of any future concerns.

Automated Request Processing

Another key advantage of utilizing a CRM platform for FOIA requests is the automation of manual processes. The result is an efficient and streamlined FOIA request process. Upon receipt of a FOIA request, the system will automatically generate a confirmation email to the requester, confirming receipt of their request and outlining the next steps of the process. This automated response ensures timely communication with the requester. It also reduces the burden on staff to manually confirm receipt of the request, while still keeping the resident satisfied that their issue is being looked into.

The CRM software can also automatically assign the request to the appropriate staff member or department. This eliminates the need for manual assignment and reduces the risk of miscommunication or errors. To lower the risk of delayed responses or missed deadlines, the system also configures reminders and alerts. Thereby ensuring that the request is processed and fulfilled within the required time-frame.

Real Time Status Updates

One of the most frustrating aspects of a citizen request is often the lack of transparency around the status of a request once it’s been made. Offering real time updates and status look-ups give citizens the comfort in knowing that their concerns are being taken seriously and dealt with appropriately.

CRM software can provide these updates to citizens automatically. Whether it be through a self serve portal, or through email and phone support, municipalities can improve transparency and accountability of FOIA requests. The result is an increase in trust and confidence in their community.

Analytics and Reporting

Finally, adopting a CRM platform for your municipality will provide you with a powerful tool that enables departments to access valuable analytics and reporting capabilities. With a CRM platform, municipalities can gain a deeper understanding of their performance over time. It also allows staff to identify areas for improvement, and make data-driven decisions to streamline their FOIA request process. For instance, they can see which types of requests are most received, which departments are responsible for fulfilling the most requests, and the average time it takes to process a request. Armed with this information, they can tackle bottlenecks head-on. They can also allocate resources strategically, and ultimately enhance the effectiveness and efficiency of their FOIA request process.

In Conclusion

The Office of Government Information Services examined the significance of collaborating with technology experts and tools to manage FOIA requests in a study. The study found that only one out of every five organizations was engaging in such a partnership. Adopting a municipal CRM software solution for managing FOIA requests is crucial for government transparency and accountability. CRM software provides a centralized request management system, automates manual processes, ensures secure document management, offers real-time status updates, and provides valuable analytics and reporting capabilities By streamlining the FOIA request process, municipalities can better serve their communities, build trust, and improve their overall performance over time. Ultimately, the adoption of a CRM software solution is a wise investment for any municipality looking to enhance its efficiency and effectiveness in managing FOIA requests.

AccessE11 is one such solution. Able to securely manage documents and citizen records while being affordable to small & mid-sized municipalities. Request a demo today and discover the changes you can make to your citizen engagement process.

Double the Data, Double the Cost: The Price of Duplicating Your Data Entry

March 9, 2023

As a Town Manager, you are likely familiar with the challenges that arise when having to duplicate data entry across multiple, unconnected systems. Having to repeatedly input information about citizen issues, as one example, into different platforms not only takes extra labour, but also introduces more potential points of error. Redundancies like these in your internal processes can compromise the integrity of your entire municipality’s data. This is where Application Programming Interfaces, known as API’s, can be introduced. API’s reduce the duplication of data entry and streamline operations across all departments and platforms. Therefore, when selecting a platform for your municipality, picking one that is able to utilize API’s is an important consideration. AccessE11™ is a centralized software solution that provides a single, consolidated platform for your entire municipality.

Bad Data is a Big Problem

It makes sense that having to enter data multiple times, across multiple platforms, can (and will) lead to mistakes. Every time a person must manually enter data into a program, there’s an opportunity for something incorrect to be entered. If you have multiple people entering the same data, that then leaves even more opportunity for errors. But how much of an issue is bad data anyways?

From a cost perspective, bad data is unfathomably expensive. A report by IBM in 2016 estimated that bad data costs the U.S. over $3 trillion per year. Costs associated with maintaining bad and duplicate data can take various forms. For instance, when a citizen’s information is only partially entered in a database, it requires additional time and effort to collect and compile all available data on that individual. The labour cost of managing inaccurate and redundant data compounds at every stage of the data lifecycle, including data entry, retrieval, and cleaning. These activities require valuable labor hours that could otherwise be allocated to other important tasks.

Financial costs aside, there are other factors that come into play with bad data. Missing information can lead to ineffective customer service. This will negatively impact the trust that resident’s have of the staff and their municipality. Reporting becomes more difficult, or even impossible, if the data is not easily retrievable.

How to Fix the Problem

AccessE11 is a modern citizen issue and citizen relationship management platform designed specifically for small to medium municipalities. It is a software created to assist with the issues discussed above by providing a single, consolidated platform which can span the entire municipality. Utilizing an open API, AccessE11 is capable of seamlessly integrating with many other asset management and workflow products, such as Cartegraph and Brightly. Thus ensuring that staff and citizens alike need to only enter data one time and have that data reflected across all platforms and departments. Additionally, these integrations improve reporting functionality by enabling staff members to access all records at the same time. This provides assurance that the data they are accessing is complete and accurate. Visit our website today and schedule a demo with one of our reps.

As a Town Manager, it is important to consider the benefits of offering a centralized software solution for your municipality that can help reduce the potential for issues caused by data redundancy and bad data creation. AccessE11 will help you to better serve your citizens and ultimately improve the overall performance of your municipality.

Efficiency: The Side Effect of Effective Citizen Engagement

November 15, 2022

Increasing efficiency can often be a challenging task and can come at a cost. Whether it be increased monetary costs to implement a new process in your workplace, or increased labour costs to train and bring on new staff, efficiency comes at a price. But imagine if you could implement a digital municipal citizen engagement solution for your community. One that looks to improve your residents’ engagement and overall satisfaction, and also benefit by handling more service requests with shorter turnaround times.

The Necessity of a Digital Solution for Municipal Citizen Engagement

In our increasingly digital world, properly implemented digital options are no longer a luxury. They are a demand. Consumers expect the solution to their problem to be solvable online – often without needing to speak to a person at all. This expectation has existed in private industry for quite some time and has now pivoted to government services as well.

Not providing a digital option has some very negative consequences. The customer will be significantly more dissatisfied or even worse, will choose not to engage at all. What this means for a municipality is that there is a large subset of your population that will avoid interacting with their local government if there is no digital solution provided for them.

Of course, providing this option for your residents will be a primary benefit. In fact, there is evidence showing that having a properly developed citizen engagement tool online can lead to improvements in the municipality for both citizens and leaders. However, there is another added benefit that isn’t as frequently discussed when looking at implementing a citizen engagement solution – the benefit of getting more done without needing to increase resources.

The Cost of Efficiency

Efficiency is something that is constantly strived for, whether it be private companies or government operations at any level. By definition, increasing efficiency allows you to get more done with the same or fewer resources. In a business, this might allow you to deliver your product or service more quickly or decrease the overall cost of creating your product. For a municipality, it might mean decreasing the time it takes to close a resident’s service request ticket.

On this topic, you might reasonably ask if a citizen engagement program might have a downside of decreasing efficiency. You are opening your staff to more communication with citizens and therefore increasing the volume of service requests coming in, and both staff and citizens both have to learn a new system. In other words, better citizen engagement could come at a cost to your department. Now imagine if you could increase the volume of service requests handled by your municipality AND at the same time increase the overall efficiency with which these are addressed. Let us look at how that’s possible.

We recently went through our customers’ usage habits to figure out basic information on how our customers are using AccessE11. Almost by accident, we discovered clear and direct links between engagement of citizens and increased efficiency within the municipality. To understand this better, let’s look at how staff and residents are using AccessE11 to submit service requests.

Some Data

The first piece of data is quite simple – submissions of service requests using AccessE11 over the past five years. Although this is straightforward, it is a very good sign. It shows that the longer a municipality has been a customer of AccessE11, the more frequently they are using it to streamline their service request process.

And this is not just the case for larger municipalities. In general, smaller municipalities might think that there is less need for digital solutions to meet the needs of their communities, but our customers are living proof that it is often the residents of smaller municipalities who crave engagement with their local government. One of our current customers, Hastings Highlands, is a wonderful example of how a well-executed digital solution can positively impact a small municipality.

So, this is all great, albeit somewhat expected data. However, you might be asking “what does this have to do with efficiency?” Well, that’s where a third set of data sheds some light, and this was discovered entirely by accident. Analyzing the usage data and looking at trends, we discovered something amazing. Given the first two charts, it’s easy to see that usage of AccessE11 by staff and citizens is increasing year over year. However, this data doesn’t address efficiency and simply focuses on total usage. But let’s look at this next chart.

This is a chart that takes all service requests raised over the past six years and looks at how long it takes for each service request to resolve and be closed. In aggregate, time to close is VASTLY decreased year over year.

What Does This Mean?

So, what does this mean for your municipality? It means that adopting a strong digital solution for municipal citizen engagement and managing service requests not only increases community contribution and overall satisfaction, but it also increases efficiency internally. Increasing efficiency leads to a direct savings of resources for your departments. Whether that be time, money, or a combination of both, your municipality can see a significant increase in service requests and still decrease the time it takes to manage these requests. Best of all, because AccessE11 is designed specifically for small to medium municipalities, it is created with your specific challenges in mind.

Don’t wait any longer to implement a solution for your municipality. The demand for digital services increases year over year. It is quickly becoming a requirement for every facet of business and life. Signing up for AccessE11 will give your community a strong, adaptable solution to manage service requests, increase your efficiency, and end up saving money rather than costing money.

Can Public Service Access Be as Easy as Online Shopping?

January 27, 2022

For all levels of government, including municipalities, on-line services are no longer something to be considered for some unspecified future date. The private sector has set a new standard for a streamlined customer experience, and this has translated to much higher expectations for access to public services as well. This speaks to a demand to digitize citizen service request processes, from reporting concerns through to requesting permits or making payments. An increasingly tech-savvy population, continued evolution in technology, and the realities of the pandemic are all contributing to an accelerated need for this to be underway now and to happen quickly.

Benefits of digitizing citizen service requests

The benefits of digitizing public services are numerous. At the core, citizens who are satisfied with how they are served are far more likely to trust in their local governments, and far more likely to remain engaged the process of making their communities better. But there are more tangible benefits as well. For example, unlike brick & mortar service offices, online services make it easy to offer the convenience of 24/7 access from anywhere. Studies have also shown that time spent by citizens or businesses interacting with public employees can be reduced by 50% or more. And furthermore, automation has the potential to reduce service request handling effort by as much as 60% resulting in a far more productive and satisfied workforce, shorter turnaround times, reduced backlogs, and more time to focus on innovation.

But there are challenges

Government agencies have considerable ground to make up in building a more citizen-centric culture and, in recent years, satisfaction with government agencies has actually declined. According to the 2021 American Customer Satisfaction Index (ACSI), satisfaction with local government agencies ranks last in customer satisfaction among the 10 sectors and 47 industries included. Much of this can be attributed to differences in the degree to which services can be transacted online, but also to the fact that the private sector continues to raise the bar on online service expectations quicker than the public sector’s ability to keep up. Adding to this challenge is that the number of customer journeys requiring attention and automation within the public sector is typically greater than is the case for private businesses, while access to internal technical talent to execute is often in shorter supply.

Thoughts on How to be Successful

Given these challenges, digitization of public services can seem daunting, and will surely take time to fully realize. But to be successful, there are some key elements that need to be part of any transformation effort.

Clear Intent

Positive change through digitization will happen more quickly and will be more sustainable if there is clear intent from the outset, common and well-articulated goals, and genuine excitement and confidence on what the transformation team can accomplish together. This needs to start with committed leadership. To be successful however, there needs to be a collective sense of conviction and purpose that is shared by all parties responsible for implementation.

Keep the citizen at the forefront

Efforts to bring government services online must start with and maintain focus on the complete experience a citizen has with a local government, as seen from the citizen’s perspective. Each journey will have a clearly defined beginning and end, spanning a progression of touchpoints, and citizens don’t really know or care about who owns each individual step in the process. From their perspective, these are all part of one journey. And it shouldn’t be assumed that because some individual touchpoints are performing well, the overall citizen experience is meeting the need. By making the citizen’s experience as seamless as possible, operational efficiency and employee satisfaction will naturally follow.

Look for quick wins

Digitization plans of any scale will often fail if there is a sense that everything needs to be done at the outset. It is advisable to build momentum within the team and across stakeholder groups by prioritizing a small number of particularly painful journeys and adopting an agile approach to make these journeys better. This means releasing improvements iteratively in smaller, more manageable sprints, and making refinements continually based on feedback from the field. To quickly demonstrate value, it often makes sense to start with the front-end experience and to gradually introduce backend automation and integration over time. And yes, this may require internal teams to adopt a new way of working.

Manage citizen expectations within each journey

When you make a purchase online, as part of a digitized process it is customary to receive an indication of when your purchase will be shipped. And once shipped you receive additional notification of estimated delivery date along with a tracking number. As long as the communicated expectations are met you are likely to be left with a feeling of being well served independent of the amount of time taken, and will be more likely to use the same channel for future purchases. Public services should be no different. As an example, a citizen request management system should acknowledge receipt of a reported concern, set service level expectations, automate communication to the citizen for key updates, and confirm when the concern is resolved – all of this within a timeline that can reasonably be met. Trust and citizen satisfaction are sure to benefit when such an approach is adopted.

Measure and communicate results

One final thought relates to an imperative to establish KPIs that reflect how well any investment in digitizing services is paying off. We suggest that a measure of citizen satisfaction always be included, but others such as staff hours spent per citizen service request, percentage of requests received through digital versus other channels, abandon rates, and others will also come into play. These metrics can be used to reinforce strategies that should remain at the forefront of any ongoing digitization efforts, and highlight areas that need further refinement or rework. Of equal importance, this will provide a basis for communicating value and success to stakeholders including city council, CAOs, departmental managers, the transformation team and, of course, the citizens that stand to benefit. This is critical to build momentum towards the ultimate goal of making citizen service requests as seamless as on-line shopping.