The City of Tallahassee Growth Management Department is researching digital software to move their permitting and land use services online. They have identified key stakeholders that would be impacted by the change, including engineers, notaries, surveyors, architects, contractors and residents. The department has created a plan to introduce the new digital services, including educating stakeholders on the changes and benefits through presentations, training sessions, and updated online resources. They will evaluate the success of the digital transition by surveying stakeholders on their satisfaction with the new processes and systems. The overall goal is to achieve a 95% satisfaction rate among stakeholders with the new digital services.
Provides concept overview, business case, market overview, business model overview, screenshots, video links, and more to help the viewer understand Powerline's offering and value.
Website architecture can account for about 30% of a successful SEO campaign and easily account for 100% of a website’s lack of performance. Architectural issues can impact the search engines’ ability to index, analyze, and rank your website. These checkpoints look at important architectural issues that can impact your website’s performance.
Many people often associate Lean principles with manufacturing and production. They do not associate it with how to apply it toThanksgiving. This presentation is an attempt to highlight how to apply Lean principles this Thanksgiving, in our daily lives
Provides concept overview, business case, market overview, business model overview, screenshots, video links, and more to help the viewer understand Powerline's offering and value.
Website architecture can account for about 30% of a successful SEO campaign and easily account for 100% of a website’s lack of performance. Architectural issues can impact the search engines’ ability to index, analyze, and rank your website. These checkpoints look at important architectural issues that can impact your website’s performance.
Many people often associate Lean principles with manufacturing and production. They do not associate it with how to apply it toThanksgiving. This presentation is an attempt to highlight how to apply Lean principles this Thanksgiving, in our daily lives
This presentation covers key aspects of the emerging practice of Service Design. SDOA – Service Design and Organizational Activation. Enhanced lecture course Gatech 2012, Industrial Design. This presentation is part of the "breadth" part of the lecture series - designed to give service design students an understanding of business-relevant tools and concepts.
This talk was held at WordCamp Frankfurt on Sep. 4, 2016 (https://2016.frankfurt.wordcamp.org/session/the-secret-sauce-for-writing-reusable-code/)
There’s an (on-going) series of complimentary blog posts:
https://www.alainschlesser.com/config-files-for-reusable-code/
"Everyone knows that you need to write reusable code to be able to grow as a developer, right?
However, most developers struggle to understand how to split up their code to make it truly reusable, so they end up copy-pasting parts of code and modifying as needed, instead of effectively reusing the code that was already written, without a single change.
This session explains the concept of Config files and how they allow you to cleanly separate reusable code from project-specific code."
Social Media 101: The Five Must-Haves for Successfully Managing OutreachLisa Stotelmyre
As social media becomes more widely used by government agencies, it is becoming a useful tool for outreach. At the same time, social media presents a challenge for Project Managers. The Project Management discipline applied on technology project implementations is typically left brain focused with a large portion of the effort dedicated to managing project activities and tasks. Project leadership requires more right brain activity and focus on strategy and people. Join us as we explore the five important components of an outreach initiative involving social media along with what management/leadership skills are key to success.
Nonprofits are deepening their relationships with modern email marketing programs. This session will help you learn from leading practitioners in the social sector. Learn how to manage multi-channel campaigns, use data to create personalized, dynamic and predictive content, and more
Public Sector — The Most Important Vertical SaaS MarketDamodar Arapakota
Hi, this is Damodar Arapakota. As a technology entrepreneur, I spent several years developing and selling software products, specifically made for the public sector. These included citizen service delivery platforms and payment systems, both on-premise and SaaS versions. As a result, I have gained valuable knowledge and experience in this Vertical SaaS market.
The Digital Change Agent's Manifesto: How the People Behind Digital Transform...Brian Solis
By Brian Solis
In a world where digital technology is evolving faster than organizations can adapt, it’s no secret that companies are investing in digital transformation and corporate innovation. But who is leading the charge? Often, it’s the individuals who share a deep expertise and passion for digital. And while these “digital change agents” are striving to bring change from within their respective group in the organization, they aren’t necessarily seasoned or trained at navigating the cultural dynamics that drive change throughout an organization.
With support and guidance from the C-Suite, change agents spread digital literacy, drive collaboration between silos, build internal bridges with executives, and help accelerate their organization’s progress across the “Six Stages of Digital Transformation.”
The Digital Change Agent’s Manifesto is the result of more than five years of research and 30 interviews with those who have led digital transformation initiatives within the world’s most renowned brands, including Coca-Cola, Equifax, FCC, NFL, Samsung, Starbucks and Visa, among many others.
Key Takeaways:
Although digital transformation is one of the biggest trends in business today and companies are investing heavily in new technologies and innovations, many still do so as a grassroots effort driven by expert individuals — digital change agents — across the organization.
Digital change agents are passionate about digital innovations and ardent believers in their potential to help the organization succeed — but are sometimes reluctant to step into a leadership or change-management role
Change agents can rise from anywhere in the organization and often begin as digital advocates — employees who introduce or promote new digital ideas or products — and can eventually progress to experienced transformers
To garner support across the organization, change agents quickly realize that they must acquire basic change-management skills if they are to secure cross-functional collaboration and leadership support
Without support, digital change agents may become disenchanted and lose moral and seek to take their expertise and passion elsewhere
Choosing the Right CRM for your Website, Fundraising, and Marketing _ TechSou...TechSoup
In this engaging webinar, presented by Tapp Network, we'll delve into the critical role and transformative impact of customer relationship management (CRM) systems for nonprofits.
Organizations are exploiting social customer interaction channels for sales and marketing, but adoption of these channels for customer service is much slower. Info-Tech research indicates that customer-initiated service inquiries through social channels do not pay off. However, proactively monitoring the social cloud for service opportunities does help organizations achieve their service goals. IT should not be on the sidelines when it comes to enabling customer service: it must support the technologies involved (i.e. integration with CRM platforms). This storyboard, along with its accompanying tools, will help you:
•Understand how customer service fits into the broader CRM picture.
•Assess channel value and design an appropriate hybrid channel strategy.
•Integrate customer service channels with CRM software.
•Implement best practices to enable superior customer service.
Managers must recognize that social channels are here to stay, and define a strategy for using these channels to drive satisfaction and retention with their target customers.
Local government has many moving parts, complex workflows, data routing and security concerns, and a general difficulty in buying and using new software. Building bespoke, custom software for each and every local government effort is also time-consuming and not a great use of public resources.
In this community presentation, San Francisco’s director of product management will showcase the latest thinking on how automation, with tools like Camunda, can be used to simplify and improve existing needs as well as address future problems.
This presentation covers key aspects of the emerging practice of Service Design. SDOA – Service Design and Organizational Activation. Enhanced lecture course Gatech 2012, Industrial Design. This presentation is part of the "breadth" part of the lecture series - designed to give service design students an understanding of business-relevant tools and concepts.
This talk was held at WordCamp Frankfurt on Sep. 4, 2016 (https://2016.frankfurt.wordcamp.org/session/the-secret-sauce-for-writing-reusable-code/)
There’s an (on-going) series of complimentary blog posts:
https://www.alainschlesser.com/config-files-for-reusable-code/
"Everyone knows that you need to write reusable code to be able to grow as a developer, right?
However, most developers struggle to understand how to split up their code to make it truly reusable, so they end up copy-pasting parts of code and modifying as needed, instead of effectively reusing the code that was already written, without a single change.
This session explains the concept of Config files and how they allow you to cleanly separate reusable code from project-specific code."
Social Media 101: The Five Must-Haves for Successfully Managing OutreachLisa Stotelmyre
As social media becomes more widely used by government agencies, it is becoming a useful tool for outreach. At the same time, social media presents a challenge for Project Managers. The Project Management discipline applied on technology project implementations is typically left brain focused with a large portion of the effort dedicated to managing project activities and tasks. Project leadership requires more right brain activity and focus on strategy and people. Join us as we explore the five important components of an outreach initiative involving social media along with what management/leadership skills are key to success.
Nonprofits are deepening their relationships with modern email marketing programs. This session will help you learn from leading practitioners in the social sector. Learn how to manage multi-channel campaigns, use data to create personalized, dynamic and predictive content, and more
Public Sector — The Most Important Vertical SaaS MarketDamodar Arapakota
Hi, this is Damodar Arapakota. As a technology entrepreneur, I spent several years developing and selling software products, specifically made for the public sector. These included citizen service delivery platforms and payment systems, both on-premise and SaaS versions. As a result, I have gained valuable knowledge and experience in this Vertical SaaS market.
The Digital Change Agent's Manifesto: How the People Behind Digital Transform...Brian Solis
By Brian Solis
In a world where digital technology is evolving faster than organizations can adapt, it’s no secret that companies are investing in digital transformation and corporate innovation. But who is leading the charge? Often, it’s the individuals who share a deep expertise and passion for digital. And while these “digital change agents” are striving to bring change from within their respective group in the organization, they aren’t necessarily seasoned or trained at navigating the cultural dynamics that drive change throughout an organization.
With support and guidance from the C-Suite, change agents spread digital literacy, drive collaboration between silos, build internal bridges with executives, and help accelerate their organization’s progress across the “Six Stages of Digital Transformation.”
The Digital Change Agent’s Manifesto is the result of more than five years of research and 30 interviews with those who have led digital transformation initiatives within the world’s most renowned brands, including Coca-Cola, Equifax, FCC, NFL, Samsung, Starbucks and Visa, among many others.
Key Takeaways:
Although digital transformation is one of the biggest trends in business today and companies are investing heavily in new technologies and innovations, many still do so as a grassroots effort driven by expert individuals — digital change agents — across the organization.
Digital change agents are passionate about digital innovations and ardent believers in their potential to help the organization succeed — but are sometimes reluctant to step into a leadership or change-management role
Change agents can rise from anywhere in the organization and often begin as digital advocates — employees who introduce or promote new digital ideas or products — and can eventually progress to experienced transformers
To garner support across the organization, change agents quickly realize that they must acquire basic change-management skills if they are to secure cross-functional collaboration and leadership support
Without support, digital change agents may become disenchanted and lose moral and seek to take their expertise and passion elsewhere
Choosing the Right CRM for your Website, Fundraising, and Marketing _ TechSou...TechSoup
In this engaging webinar, presented by Tapp Network, we'll delve into the critical role and transformative impact of customer relationship management (CRM) systems for nonprofits.
Organizations are exploiting social customer interaction channels for sales and marketing, but adoption of these channels for customer service is much slower. Info-Tech research indicates that customer-initiated service inquiries through social channels do not pay off. However, proactively monitoring the social cloud for service opportunities does help organizations achieve their service goals. IT should not be on the sidelines when it comes to enabling customer service: it must support the technologies involved (i.e. integration with CRM platforms). This storyboard, along with its accompanying tools, will help you:
•Understand how customer service fits into the broader CRM picture.
•Assess channel value and design an appropriate hybrid channel strategy.
•Integrate customer service channels with CRM software.
•Implement best practices to enable superior customer service.
Managers must recognize that social channels are here to stay, and define a strategy for using these channels to drive satisfaction and retention with their target customers.
Local government has many moving parts, complex workflows, data routing and security concerns, and a general difficulty in buying and using new software. Building bespoke, custom software for each and every local government effort is also time-consuming and not a great use of public resources.
In this community presentation, San Francisco’s director of product management will showcase the latest thinking on how automation, with tools like Camunda, can be used to simplify and improve existing needs as well as address future problems.
TechHub Meetups is a series of informal events designed to bring together tech specialists and tech entrepreneurs with the tech community in Bucharest and in the area. We aim to empower knowledge and experience exchange and to provide the right setting for some quality networking.
This Altimeter Group webinar explores the findings of our latest research report on digital transformation. Attendees will learn what digital transformation is, how companies are embracing change, the challenges and opportunities that emerge throughout the process, and how to refocus and reorganize teams to modernize, optimize, and integrate digital touchpoints.
Watch the webinar: https://www.slideshare.net/Altimeter/webinar-digital-transformation-with-brian-solis
Download the related report: altimetergroup.com/digitaltransformation/
Like many other Local Authorities, Adur & Worthing (A&W) Councils were struggling with disjointed user journeys due to department silos, vertically focused business processes and inflexible, out-dated systems. This has left them with a complex, fragmented and expensive architecture that was unable to respond to evolving user or business needs.
We have been working with A&W to design and deliver a platform-based approach to building new end-to-end digital services in the context of their complex legacy environment.
Similar to 8_Step_Strategic_Communications_Planning_Matrix (20)
2. Let’s GoDigital
Cityof Tallahassee –GrowthManagement
Tammy Jimenez
2
Background:
The City of Tallahassee has had a long history of annexation activity as a means of
achieving growth. During its first 150 years, Tallahassee expanded from one-quarter of a mile in
size to 28.18 square miles by 1980. Since 1980, the City has witnessed a tremendous increase in
annexation activity with 75 additional square miles having been added during this time,
swelling the size of Tallahassee to 103.31 square miles as of December 31, 2014. Many of the
annexations in the early 1980's were accomplished through a double-referendum process that
required the approval of voters living in the area proposed for annexation as well the approval
of City voters. Since 1985 the vast majority of the City's annexations have been achieved
through a voluntary process where the owners of properties petition for inclusion into the City.
The Growth Management Department is the foundation for all development that is
proposed within the City of Tallahassee. The organization communicates with other
departments within its municipality to provide a service to the community. The reach of our
services expand from the city limits of Tallahassee, to Leon County, and Wakulla County.
The Growth Management division has lived up to its reputation as an organization that
strives to adhere to the regulations of the law, and create innovative ways to enhance the
services of the division while exceeding the expectations of their stakeholders and publics. In
doing so the division has employed a diverse group to service our community.
3. Let’s GoDigital
Cityof Tallahassee –GrowthManagement
Tammy Jimenez
3
Currently, the Growth Management division is researching software to move the
organization to an online platform. The software will need to accommodate all compositions
within the Building and Land Use divisions, as well as all other departments that interact with
the organization. In which, at any given time can be all other divisions within the overall
organization of The City of Tallahassee. The digital platformmust be easily accessible and user
friendly for our publics. Going totally digital may encounter issues with publics that may not
have jumped onto the tech-savvy world.
The publics’ outlook on the organization is of a positive nature. The department has
maintained its integrity and trust from the community as a division of innovation and supporter
of new technologies. Over time the department has maintained its good standing and will
continue to strive for the recognitions of such.
The deadlines that are set in place are to provide ample time for research and
development to find the most effective software to accommodate the needs of the division. To
organize focus groups that will critique the campaign of going digital, from research and
development, to implementation, then to a targeted review date of the campaign. All deadlines
will affect process and procedures of the division, as well as the public relations messages to
inform the publics of the upcoming changes to the division’s services.
The City of Tallahassee Growth Management Department will take an informative
approach to the public relations aspect of this campaign.
4. Let’s GoDigital
Cityof Tallahassee –GrowthManagement
Tammy Jimenez
4
Situation Analysis:
The City of Tallahassee Growth Management Department is an organization that has
seen measurable growth, and the stakeholders are just as extensive. Refer to:
(http://www.talgov.com/planning/planning-compln-stakeholders.aspx) for a listing. Some of
the most common publics consist of Engineers, Notaries, Surveyors, Architects, Contractors,
Internal and External customers, Vendors, Residents and Authorized Agents. The City of
Tallahassee Growth Management Division services in the public sector. The organization as a
whole is pursuing the opportunity of implementing online digital platforms to accommodate
today’s most innovative technology.
Since the recession, over the last five years there has been a quantifiable increase in the
development of the city and the request for annexations within that jurisdiction. The City of
Tallahassee has the reputation of setting the foundation for other municipalities to follow. As a
quasi government entity the only competitor to be noted in this public sector would be the
Leon County Development Support and Environmental Management. As the City of Tallahassee
works diligently to stay in the forefront of technology and innovations, the only concern of the
Leon County’s division would be the attempt to merge divisions and maintain either or of the
municipalities implemented procedures.
5. Let’s GoDigital
Cityof Tallahassee –GrowthManagement
Tammy Jimenez
5
Core Opportunity:
Joining the digital world by implementing e-Government Services to provide timely
communication strategies between government and our segmented publics to better the way
we do business.
Goal:
The City of Tallahassee, Growth Managements goal is to communicate the benefits that
e-Government services brings to our customers, increase transparency in our business process,
establish high functioning partnerships between our organization and our customers, ensure
customer involvement in the early phases of development, create a 100% electronic process
from application to sign off, and communicate effectively to our customers that while our
primary role is as regulators we have the highest priority to work as facilitators.
Objectives:
Identify Customers Base - Identify the specific groups we interact with that make up our
customer base and obtain an 80% awareness rate.
Identify Representatives - Identify those associations, professional organizations and
governing boards that represent members of our customer base and obtain a 100%
compliance with those professionals.
6. Let’s GoDigital
Cityof Tallahassee –GrowthManagement
Tammy Jimenez
6
Identify Challenges - Identify potential challenges that may be faced by our customer
base as they try and adopt e-Government Services and obtain a 95% satisfactory rate for
customer support of our services.
Big Idea:
Achieving High Community Acceptance for e-Government Services by developing
communication strategies between government and citizen partners to better the way we do
business.
Big Idea Strategy – Implementing e-Government Services that is productive for our
business practices and user friendly.
Message – Facilitating the future of our business.
Visual Representation – Interactive workshops and trainings with our publics
Slogan – Let’s Go Digital
Key Publics:
The key publics are a group of segmented individuals or groups that have a specific
interest in doing business with the City of Tallahassee, Growth Management Department.
Demographics do not necessarily apply in this campaign as much as the Psychographics. In all
7. Let’s GoDigital
Cityof Tallahassee –GrowthManagement
Tammy Jimenez
7
cases, these segmented publics will have some role play in the development of property
located inside the city limits. The following is a list of the key publics:
Engineers – Local and National for the process of application submittals and professional
credentials
Notaries – Utilized for digital Signature in the authentication of documents as an
alternative to engineers/architects /surveyors credentials
Surveyors – Local and National for the process of application submittals and
professional credentials
Architects – Local and National for the process of application submittals and
professional credentials
Contractors – Land Development, Building and sub-contractors
Internal / External Customers
Vendors – All other solicited products or services that provide to the campaign
Residents – Owner/Builder permitting
Authorized Agents - authorized persons to act on behalf of land owners
Messages:
8. Let’s GoDigital
Cityof Tallahassee –GrowthManagement
Tammy Jimenez
8
Primary:
▪ City Projects Coming Soon – Inquire today!
▪ Sign Up today for City Projects Training!
▪ Come learn about Digital Signatures!
Secondary:
▪ Let’s Go Digital
▪ Growth Management Going Digital – We are here to facilitate to the end
▪ City Projects Now Online – 100% digital process, check out our website
Strategies:
Create Awareness of the new processes to our key publics through the use of our
toolbox
Adhere to Federal and State regulations on usage of e-government services
Provide ongoing education and training from the beginning to the end of the process
Provide excellent support to our initiatives with a 95% plus satisfactory rate
Our e-Government Toolbox:
9. Let’s GoDigital
Cityof Tallahassee –GrowthManagement
Tammy Jimenez
9
eNews Email Newsletter
Growth Management Web Site
Video Media
Online Chat
Customer Service Surveys
Digital Signatures
ProjectDox Workflow Customizations
User Group for Staff
Tactics:
Presentations and Trainings:
Our location in the capital city has afforded us with the ability to present to the
leaders of many professional boards, councils etc.
Provide trainings / information sessions on :
Process Changes
Digital Signatures
10. Let’s GoDigital
Cityof Tallahassee –GrowthManagement
Tammy Jimenez
10
Department Services
Researching Data
Focus Groups
Seeking partnerships while involved in these activities
eNews Email News Letter
Quarterly email publication for our customers.
Provides them with updates to process changes and general announcements,
while putting a positive spin on goals and milestones the department has met.
Multiple ways for our customers to subscribe.
Sign up forms at presentations.
Text message
Web links
Growth Management Website
Up-to-date
Easy to navigate
Information on our Processes
11. Let’s GoDigital
Cityof Tallahassee –GrowthManagement
Tammy Jimenez
11
Review Pages
Guides and Videos
Applying for Permits Online
Interactive Forms for Submittals
Reports
Contact Options
Online Records Request
Surveys
Video Media
Assignment Videos for Applicants
Applicant Checklist
Corrections Required
Applicant Resubmit
Coming Soon Videos
Feature new businesses under construction coming to our area.
Online Chat
Available during business hours
Allow our customers a new way to contact our staff.
12. Let’s GoDigital
Cityof Tallahassee –GrowthManagement
Tammy Jimenez
12
Have a variety of staff available including Records Staff, Permit Coordinators,
Plans Reviewers and Engineers.
Customers get real time answers to their questions or we put them in contact
with the person who can answer their question.
Digital Signatures
Allow for a 100% electronic submittal
Guides and Information on our website.
Project Workflow Customizations
Customized Email templates
Videos
Assignment deadlines
Assignment guides/videos
Applicant Checklist
Uploads the desired document to the desired folder
Provides the customer with the desired naming conventions
Provides links to blank forms and other resources
Takes the place of our old manual Applicant Checklist.
Calendar & Budget
13. Let’s GoDigital
Cityof Tallahassee –GrowthManagement
Tammy Jimenez
13
The calendar and budget will cover the eight month campaign for The City of
Tallahassee Growth Management Department to go digital. This time frame was set to cover
the areas of research, building, testing, education, awareness, support and evaluation. See
excel spread sheet for attachments 1 & 2.
Communication Confirmation
The communication confirmation table will identify each key public and show the
objectives each public will fulfill, as well as summarize self interest. In addition, the
communication confirmation will identify opinion leaders or influencers to reach the publics,
strategies and tactics to achieve the objectives. See excel spread sheet for attachment 3.
Evaluation Criteria and Tools
The City of Tallahassee Growth Management Department’s goal is to go 100% digital
and provide the education and support that our key publics will need from the beginning to the
end process. Our focus is to obtain a 95% plus satisfaction rate on the campaign. We will use
the following tools to obtain the evaluation information we need to make any future
improvements or changes to the process.
Customer Service Surveys:
At the end of a review the applicant is sent an email with a survey for feedback.
Provides management with statistics on how customers are viewing our services.
14. Let’s GoDigital
Cityof Tallahassee –GrowthManagement
Tammy Jimenez
14
Surveys on our website.
Users Group for Staff
Discuss trends and feedback regarding ProjectDox and our process as it relates
to our customers experience.
Allows us to reinforce training issues while keeping staff involved in the process.
Public Relations:
Public Relations are handled within the organization with guidance of outside
consultancies on certain solutions to problems outside of their expertise. Otherwise, for the
sake of budget friendly operations, the organization utilizes the talents within.
My recommendation for the City of Tallahassee, Growth Management division is to
continue to utilize internal and external publics on all aspects of the campaign. It is my
experience that the people giving and receiving your services can provide crucial information on
the innovative needs of the division, as well as important feedback on the success of your
campaign.
15. Let’s GoDigital
Cityof Tallahassee –GrowthManagement
Tammy Jimenez
15
References
History of Tallahassee | Planning. (n.d.). Retrieved March 28, 2016, from
http://talgov.com/planning/GovHistory.aspx
Post-Disaster Redevelopment Plan for Leon County | Planning. (n.d.). Retrieved March 28,
2016, from http://www.talgov.com/planning/planning-compln-stakeholders.aspx
Growth Management | Growth Management. (n.d.). Retrieved March 28, 2016, from
http://www.talgov.com/growth/GrowthHome.aspx
Talgov.com | The Official Website of the City of Tallahassee. (n.d.). Retrieved March 28, 2016,
from http://www.talgov.com/