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Empowering Citizens with eGovernment Services in Oakland County

Learn how Oakland County leverages web technologies to offer free digital services to 62 municipalities, improving communication with 1.2 million residents by providing personalized, automated, and efficient online interactions.

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Empowering Citizens with eGovernment Services in Oakland County

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  1. www.oakgov.com

  2. …American adults (and 93% of teens) are Internet users. 70% connect via high-speed Internet. 80%... …Those age 65 and older go online – a level that’s increased from 29% in 2000. 56%... 22.4 million… …Access the Internet via mobile devices daily. Source: Pew Internet & American Life Project, 2009

  3. Challenge: Selecting the tools • Challenge: Maintaining security & authentication • Challenge: Staff to manage outreach efforts • Challenge: Disparate systems • Challenge: Plan implementation Challenge: Citizens and businesses expect more in services and communication. How with shrinking budgets and fewer resources?

  4. Web 2.0 and Digital Technologies • Reaching a broad audience through multiple channels • True ‘e-Government’: citizens access government services they need quickly, efficiently and securely • 1st of its kind: Oakland County offers 62 municipalities email and digital services free of charge • Works across all levels of local government to improve communication with Oakland County’s 1.2 million residents • One communication platform using multiple communications channels • Cut out paper, postage, staff costs for traditional communications • IT consolidation Get the word out!

  5. More Communication Channels More Online Services Broader Reach Increased Citizen Satisfaction

  6. eGovernment facilitates online interactions and transactions between government and the people it serves. It strives to transform government by enabling and empowering through technology in order to reduce costs, improve service and increase accountability.

  7. Software as a Service platform provides a fully-automated, on-demand proactive public communication system through email, text messaging and RSS. Personalization. Give residents what the want, when and how they want it. Automation. Streamlines the process of communicating new information to the public. Delivery. Emails get to the inbox not the Spam filter

  8. Click link to sign up for specific updates Enter email address and optional wireless number and password Select all topics of interest from the complete list of available subscription items (example on next slide)

  9. Top 5 Subscription Topics • Flu Shots • Golf • Waterparks • Camping • Online Registration: Flu Clinics Residents can subscribe to any number of available subscription topics. Items for which text message alerts are offered include this symbol:

  10. Metrics More than 42,000 subscribers 460,615 emails sent to subscribers 150 unique subscription topics Estimated ROI $268,000 of cost annually to traditionally print, fold and mail that information that Oakland County no longer has to absorb. Oakland County’s Human Resources department use: saved the county $75,000 “ • Oakland County uses email to really change the relationship between citizen and government. Citizens today want to know more about what’s happening in government; matter of fact, citizens today are relying on information from government in numerous ways. One way to communicate that is to create email alerts that will come out of our web pages or web services, and go directly to the end user. ”

  11. Announce service through homepage with a direct link • Issue a press release (view on next slide) • Landing page describing the service and How It Works • Resources outlining the benefits to the resident

  12. Oakland County offers digital subscription services to 62 municipalities free of charge • First-of-its-kind collaboration • Works across all levels of local government to improve communication with Oakland County’s 1.2 million residents

  13. Overview: Oakland County has 62 local communities; 60 have web sites. Our existing vendor contract stipulates each may have their own GovDelivery account. Goal: Implement Email Subscription to each local community. Benefit: Citizens may receive email subscriptions from any local community as well as the County. Emergency alerts may be sent to all. Status: Currently, 15 communities are in various stages of completion or implementation.

  14. Pandemic Flu Preparedness Oakland County test of emergency procedures, specifically the preparedness measures in the event of a pandemic outbreak. In the fall of 2008, the County pushed out an email to all subscribers of ‘Flu Shots’ and ‘Pandemic Flu Preparedness,’ asking them to register to receive the flu vaccine as soon as possible. Within 5 hours of the email being delivered, more than 12,000 residents had linked back to the OakGov.com and registered to receive the vaccine. Pet Adoption Awareness The Pet Adoption Center has utilized GovDeliveryemail alerts to reach the pet adopting community in a cost-effective way. The County has experienced an increase in pet adoptions that nearly parallels the increase in abandoned animals.

  15. County Population Tier: 1,000,000+- 42,000 Subscribers / 106,190 Individuals- County-wide Implementation- Estimated ROI of $268,000 per year**does not include CVT savings City Population Tier: 35,000 – 50,000- 17,600 Subscribers / 45,584 Individuals- 93% of City Population signed up - Uses email, text messaging, RSS and widgets City Population Tier: 10,000-20,000- 1,370 Subscribers / 3,540 Individuals- 54,000 emails sent > 5 months of service- Crime Alerts, Construction Project and Traffic Alerts City Population Tier: 100,000+- 25,500 Subscribers / 66,045 Individuals- 60% of City Population signed up - Sent more than 1.4 million email and wireless alerts City Population Tier: 100,000+- 113,200 Population - 15,000+ Individuals - Adopt-a-Park, City Employment, Community Services

  16. Citizen Engagement • Build Community • Better Services • Government Cloud • Consolidated Resources • Coalition Building

  17. A coalition is a temporary alliance or partnering of groups in order to achieve a common purpose or to engage in joint activity, allowing members to combine their resources and become more powerful than when they each acted alone. Define your goal(s). Accept that working together will enhance all groups' abilities to reach their goals. Examine the benefits of coalescing and detail the effort/cost v. gain (i.e., see how the gain is greater than the costs).

  18. For more information and documentation on this presentation, please visit: www.OakGov.com/eGov or www.GovDelivery.com/OakGov

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