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GovDelivery at the City of Raleigh by Beth Stagner
Beth Stagner, IT Manager for the City of Raleigh, discussed how the city implemented GovDelivery to improve citizen communications. Prior to GovDelivery, the city used multiple isolated systems. GovDelivery provided a single platform to reach citizens across departments. After testing in 2011, the city launched GovDelivery city-wide in 2012. Since launching, the city has seen subscriber growth, high engagement rates, and cost savings from reducing printed newsletters. Popular topics include parks, arts, and planning information. GovDelivery has helped standardize branding and reach more citizens through centralized communications.
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GovDelivery at the City of Raleigh by Beth Stagner
- 1. Featured Keynote: BethStagner IT Manager, Web Services City of Raleigh, North Carolina Tweet comments to @GovDelivery @RaleighGov or #GovD13 1
- 2. GovDelivery at the Cityof Raleigh Beth Stagner IT Manager City of Raleigh March 12th 2013
- 3. City of Raleigh North Carolina Capital City Approximately 400,000 citizens 20 departments Existing communication channels • Web • Social media • Mailings • Email
- 4. Email Communications Prior toGovDelivery Email Distribution Lists Communication Platforms Staff maintained in Outlook 2 commercial products Isolated, departmental Across 4 business areas No clear method to get added No integration within the same products Pirated across the City Not leveraging pricing Landing on blacklists
- 5. GovDelivery Key Benefits Numerous User Enterprise Single citizen communication customization platform entry point channels and control
- 6. Evaluation andBuy In Identified Broad Included all City Flexible user Ran the potential participation in departments management numbers communications demos
- 7. Timeline to Implementation Jun 2011 Aug 2011 Sep 2011 Oct 2011 Nov 2011 Dec 2011 • IT introduction and • Departmental demos, • Software decision and evaluation evaluations and contract process comparisons Jan 2012 Feb 2012 Feb 2012 Mar 2012 March 2012 • Planning, • Staff training and • Soft launch and then configuration and testing full release information gathering
- 8. Tw e nt y ( 2 0 ) D a y Activity Report • 120 city staff trained Launch • 12 new business areas • Over 100 topics • 127 bulletins sent • 43,291 delivery count Metrics • 25% open rate • 32,149 subscribers • 54,347 subscriptions • Cross-department cooperation and partnership • Standardizing communication branding Added Benefits • Providing numerous choices for citizens • Multiple departments working toward common goal
- 9. Financial Case Study MonthlyNewsletters • 5,600 items sent USPS Mail • $2,350 Delivery • Estimate 25% convert to electronic • Estimate $587 monthly savings • 378 items still sent USPS • Actual 93% conversion rate GovDelivery • Actual $2,179 monthly savings • 7,205 subscriptions
- 10. Crafting The Look Branding “MyRaleigh Location, location, Standard look Subscriptions” location
- 11. Allowing for Individuality Police Communications Press Releases & Media Communications Parks & Recreation News and Events Planning and Development News
- 12. Maintaining The Brand Same look Department level Unique addresses Individual social media links
- 13. Using the Questions Bids & Solid Waste P&R Alerts RFPs Services Programs Professions, P&R: businesses and Days of service fields, programs, Types trades greenways Bulletins sent based on current Types of service RPD: districts Facilities listings Days
- 14. It will Happen • Cast a wide net Train users that will • Training can’t be an excuse never use the application • Expose more people to the potential • Evaluate usage Create topics that don’t • Market get used • Don’t be afraid to drop under achieving topics • Turn on reminder alert Send a bulletin by • Catch it and correct it mistake • Leverage “no send” roles • Work with staff See poorly crafted • Share good examples bulletins • Craft defaults
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- 19. Results: Engagement Rate 70.00% 60.00% 50.00% 40.00% Engagement Rate * 30.00% 20.00% 10.00% 0.00% Apr-12 May-12 Jun-12 Jul-12 Aug-12 Sep-12 Oct-12 Nov-12 Dec-12 Jan-13
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- 21. H o tTo p i c : Parks & Recreation News and Events • 13,216 subscriptions • Weekly Tennis • 4,636 subscriptions Greenways • 1,348 subscriptions • Monthly
- 22. H o tTo p i c : Raleigh Arts News and Events • 7,008 subscriptions • Biweekly Block Gallery • 5,539 subscriptions • Exhibits
- 23. H o tTo p i c : Planning & Development Newsletters • 2,364 subscriptions • Monthly Development Process • 3,977 subscriptions Special Events • 1,788 subscriptions
- 24. Closing Contact Beth Stagner beth.stagner@raleighnc.gov 919-996-5485
- 25. Questions? Beth Stagner IT Manager, City of Raleigh 919.996.5485 Beth.Stagner@raleighnc.gov Sara VonBargen All presentations will be Client Success Consultant Manager emailed to participants in a 651.379.6217 Sara.VonBargen@govdelivery.com day or two! Jennifer Kaplan Product Marketing Manager 651.379.6213 Jennifer.Kaplan@govdelivery.com 25