how to use citizen feedback to improve online government services

©2015 QUALTRICS LLC.

How to Use Citizen Feedback to Improve Online Government Services


Josh Ellars, State and Local Government Business Lead •  8+ years of professional experience in Government and Education

Technology •  Engages with State and Local leadership across the country to

improve citizen and employee engagement •  MBA, Georgetown University (Government Affairs and

International Business) •  [email protected]

Outline

•  Qualtrics and Government •  6 Ways to Improve Digital Services Using Citizen Feedback •  Brief Solutions Demo •  Q&A



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The Amazon Effect “No organization today is immune from the Amazon effect. The $89 billion retail giant can seemingly give customers what they want, how they want it and when they want it (in some cases, within hours), setting an increasingly high bar for service. Individuals have come to expect a similar experience everywhere---not just from their companies but also from their government.”

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6 Ways to Use Citizen Feedback to Improve Online Government Services

o  Website Experience Feedback o  Citizen Panel Recruitment

o  Site Exit Feedback

o  Market Research

o  Page-Level Feedback

o  Dynamic Communication


Site Intercept Improve web visitor experience and increase conversion.

Question Building

Voice of the Citizen

Website Intercepts

Sample Management

Online Sample

360 Assessments

Employee Engagement

Better Website Targeting

Deliver highly relevant surveys using over 20 behavioral, profile, device type and location variables.

Higher Engagement Easily create engaging intercepts to grab attention, communicate

Complete Control Launch, monitor, and close surveys from anywhere using our cloud-based interface–all without the help of IT.


Limitless flexibility to capture the voice of your site visitors


Targeting brings it all together Engage the segments you want with the questions that are relevant based on behavioral and profile based criteria. Seamlessly integrate the data you collect with other analytics platforms.


Give site visitors a constant opportunity to provide feedback and receive an immediate resolution.

Engage visitors based on behavioral and demographic criteria before they leave and help them find what they are seeking.

Launch a survey following a specific event to understand what might prevent visitors

from moving forward on your site.

Website Feedback When it comes to getting the insights you need to improve your digital experience and increase conversion, there’s no substitute for engaging your visitors directly. Show you value your visitors’ voices by capturing critical feedback with Site Intercept.


Citizen Panel Recruitment

Engage your citizens on the website with an invitation to provide a voice for the community.

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Engage site visitors at a true moment of interest to capture feedback and invite additional discussion

Get contact details

Populate a backend database so that you can engage your panel members in the future

Target selected (or randomized) site visitors with promotions or experiences via a discreet display bar.

InfoBar

Automate a follow-up email to your panel opt-ins, closing the loop and driving loyalty.

Follow-up Email


Understand why your visitor is leaving and, if appropriate, make an offer to bring them back.

Provide a constant opportunity for site visitors to give feedback and get help.

Target visitors who are likely to leave with promotions and experiences that encourage conversion.

Engage site visitors and offer targeted help when their behavior suggests they may leave your site prematurely.

Feedback Link

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Through feedback obtained with Site Intercept and Qualtrics surveys, gain a comprehensive understanding of the pain points and considerations that cause your visitors to leave. With that information, you can deliver experiences and extend invitations that keep visitors who are likely to exit from “walking out your door.”

Site Exit


Build powerful surveys and target respondents based on behavioral and profile-based criteria.

Learn what customers care about based on what they view on your site, and then engage them with related content or offers.

Invite visitors to collaborate on new product designs or participate in other experiences.

Custom HTML

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Reach out to your visitors to participate in panels with simple forms, then follow up and conduct your research via a variety of channels.

Market Research To truly understand what your citizens want, ask them. Why outsource? Using Site Intercept, build sophisticated surveys or basic question forms and invite your citizens to tell you exactly what they are looking for in new products, services, or experiences.


Add value to your content by finding out what your visitors would like to learn.

Deliver custom, comment-card style forms to allow visitors to express their opinions.

Reduce visitor frustration by quickly identifying and improving problematic pages on your site.

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Custom HTML

Feedback Link

Page-Level Feedback Sometimes you want to get feedback on a specific portion of your site. Use Site Intercept to get page-level feedback, then make changes to ensure your visitors are completing their tasks and purchases or finding the content they’re looking for.


Dynamic Communication How long does it take to have IT code an information bar for your website? Be it a weather alert, a local event, or an invitation for feedback, create, place and reap the benefits of fast civic engagement.

Deliver real-time alerts and messages.

InfoBar

PopOver

Get your visitors’ attention with messages, surveys and alerts that can be built and placed on your website in a matter of minutes.

A “Data Diet” for Government Leaders “Government leaders want to be good at everything, but, honestly, no one has that luxury. So get selective. Pick one outcome to dramatically improve. Study it top to bottom. Publish all the relevant data. Meet and talk about it relentlessly. Instead of trying to be good at everything, be great at a few things.”


-Carter Hewgley, Johns Hopkins University Center for Government Excellence

Q&A


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