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Strategy is what ties the vision to results. This session will focus on strategies and considerations when moving to an electronic process for accepting requests from the public. Often times government organizations cannot mandate the use of externally facing systems yet in order to leverage the investment made in the system, citizens must adopt a new process for engaging with agencies.
The City of Los Angeles launched an outreach program in 2009 to shift a document based submission from a mail, fax, and in-box bound process to an electronic data focused submission process and has reached an 87% self service rate. As a case study example, we will walk through an overview of the program as well as some of the key lessons learned.