bridging the digital disconnect changing the culture of community engagement bryan hahlbeck of...
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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!
