Technology is important, but software tools and platforms will never be enough to transform your content into actionable online services. The content available on many municipal websites is static information and downloadable PDFs. It meets the needs of government communications and risk management departments, but presents visitors with challenges finding information, hard-to-understand pages written using "government speak," and pages that scroll for multiple paragraphs without offering the ability to complete a transaction.
Using a modified version of our week long Digital Services Academy, this workshop will walk participants through the process of revising content and creating a digital service for one page of their site. Format will include lecture, individual and small group work. Come prepared with your laptop and one common request that your residents routinely ask about on your site (or a top request from your customer service/311 department). Leave with tools to improve the content on your site, without regard to your choice of website platform.
Three Key Takeaways
- Digital Services for local governments means creating positive Customer Self-Service options that are easy for everyone to use.
- Effective self-service options and clear information from the city/county improves the overall satisfaction with local government.
- Creating Digital Services requires a little bit of work on the front end, but pays dividends at every level (cost savings in 311, more effective and efficient issue resolution, increased citizen engagement, improved perception of the City/County government).