Fairfax County: Sustaining a Culture of Engagement

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Fairfax County: Sustaining a Culture of Engagement

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Fairfax County: Sustaining a Culture of Engagement

  1. 1. Fairfax County:SUSTAINING ACULTURE OF ENGAGEMENT Greg Licamele, Office of Public Affairs, Feb. 7, 2012 1
  2. 2. Today’s Presentation/DiscussionSustaining a Culture of Engagement 1. Three ways we engage 2. Ideas for new ways to engage At any time, your thoughts/comments and discussion 2
  3. 3. Creating a Culture of EngagementSustaining a Culture of Engagement  “Individuals enhance community life by participating in and supporting civic groups, discussion groups, public-private partnerships and other activities that seek to understand and address community needs and opportunities. As a result, residents feel that they can make a difference and work in partnership with others to understand and address pressing public issues.” -- Fairfax County Vision Element 3
  4. 4. 1.) Issue EngagementSustaining a Culture of Engagement  All of the ways county government seeks input through public meetings, workshops, surveys, online forms and other public participation tools 4
  5. 5. Sustaining a Culture of Engagement  Budget Issue Engagement5
  6. 6. Sustaining a Culture of Engagement  Tysons Issue Engagement6
  7. 7. Issue EngagementSustaining a Culture of Engagement  2010 Snow Summit • 69 ideas submitted • 1,468 votes • 120 comments 7
  8. 8. Issue EngagementSustaining a Culture of Engagement  Police Citizens Academy 8
  9. 9. Issue EngagementSustaining a Culture of Engagement  Board Task Forces/Town Hall Meetings  Boards, Authorities and Commissions  Visioning Exercises  District Town Hall Meetings  Land Use: Special Studies, Colleges  District Budget Groups  And many, many more… 9
  10. 10. 2.) Customer Service EngagementSustaining a Culture of Engagement  Many people only engage their government for services and transactions:  Phone  Email  Constituent letters  Social media  Website requests/services (pay taxes, etc.)  Face-to-face  and more… 10
  11. 11. Customer Service EngagementSustaining a Culture of Engagement  Hundreds of people contact the county everyday – What are they asking? How are we responding?  Coordinate our major department call centers to ensure:  Common messages  Best practices  Identify trends that need attention 11
  12. 12. Customer Service EngagementSustaining a Culture of Engagement Wired Magazine: NYC 311 12
  13. 13. Sustaining a Culture of Engagement Customer Service Engagement13
  14. 14. Customer Service EngagementSustaining a Culture of Engagement  893 department/program phone numbers in online county phonebook  Enhance 703-FAIRFAX “Call, Email or Tweet 703FAIRFAX with questions for your county government” 14
  15. 15. 3.) Emergency EngagementSustaining a Culture of Engagement  Our responsibility to engage our public before, during and after emergency incidents:  Snow/Ice  Tropical Storms/Hurricanes  Floods  Terrorism  Other Significant Incidents 15
  16. 16. Sustaining a Culture of Engagement Emergency Engagement16
  17. 17. Sustaining a Culture of Engagement Emergency Engagement17
  18. 18. Emergency EngagementSustaining a Culture of Engagement  New emergency blog 18
  19. 19. Emergency EngagementSustaining a Culture of Engagement  Facebook  Twitter 19
  20. 20. Sustaining a Culture of Engagement Emergency Engagement20
  21. 21. Three Types of EngagementSustaining a Culture of Engagement Customer Issue Emergency Service Continuum of Engagement 21
  22. 22. Sustaining a Culture of Engagement Future of Engagement22
  23. 23. Future of EngagementSustaining a Culture of Engagement  We don’t want to do this… 23
  24. 24. Future of EngagementSustaining a Culture of Engagement  How do we “reach beyond the choir” to engage more people?  Common barriers to issue engagement:  Competing responsibilities  Intimidated by public speaking  Intimidated by venue  Inconvenient location  Transportation: lack of options and gridlock  Home-bound  Language 24
  25. 25. Future of EngagementSustaining a Culture of Engagement  Develop comprehensive engagement plan? 25
  26. 26. Future of EngagementSustaining a Culture of Engagement  Develop coordinated, common ways we engage?  Engagement template for departments  Engagement template for BACs  Elements and factors all engagement should include  Outcome: Public would be engaged in a coordinated, common way (The “Fairfax Way”) – with staff using similar principles/practices 26
  27. 27. Future of EngagementSustaining a Culture of Engagement No central way to find engagement opportunities (unlike centralized resources for customer service and emergencies) ? Customer Issue Emergency Service Continuum of Engagement 27
  28. 28. Sustaining a Culture of Engagement Future of Engagement28
  29. 29. Future of EngagementSustaining a Culture of Engagement  Create centralized “Engagement Portal”  One-stop-shop for all active issues open for comment/participation  Consider new tools other jurisdictions are using to manage participation >> 29
  30. 30. Future of EngagementSustaining a Culture of Engagement  Berkeley, CA 30
  31. 31. Future of EngagementSustaining a Culture of Engagement  Norfolk, VA 31
  32. 32. Future of EngagementSustaining a Culture of Engagement  Salt Lake City, UT 32
  33. 33. Future of EngagementSustaining a Culture of Engagement  Salt Lake City, UT 33
  34. 34. Future of EngagementSustaining a Culture of Engagement  Salt Lake City, UT 34
  35. 35. Future of EngagementSustaining a Culture of Engagement  Use new tools: online discussions  Open to any Board member, department 35
  36. 36. Future of EngagementSustaining a Culture of Engagement  Day-to-day issues:  Snow in Chicago 36
  37. 37. Future of EngagementSustaining a Culture of Engagement  Educate and Engage  Online “courses”?  Fairfax County 101, 201, etc.  Land Use College  Tools and Techniques to Solve Neighborhood Issues  Our Environment  Dissecting the Dillon Rule 37
  38. 38. Future of Engagement: How?Sustaining a Culture of Engagement 2011 Global Sales: • Smartphones: 488 million • Computers: 411 million 38
  39. 39. Retreat Day 1 Thoughts Engage diverse communities so we’re not only hearing from the same people. We make better policy when more people are involved. Location of Government Center discourages participation for many. Young residents and older residents are a challenge to engage. 39
  40. 40. Sustaining a Culture of EngagementSustaining a Culture of Engagement  Questions?  Ideas?  Discussion? Customer  Engage!  Issue Service Emergency Continuum of Engagement 40
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