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SUSTAINING A CULTURE OF ENGAGEMENT

Fairfax County:

Greg Licamele, Office of Public Affairs, Feb. 7, 2012

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Today’s Presentation/Discussion

1. Three ways we engage

2. Ideas for new ways to engage

At any time, your thoughts/comments and discussion

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Creating 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

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All of the ways county government seeks input through public meetings, workshops, surveys, online forms and other public participation tools

1.) Issue Engagement

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Budget

Issue Engagement

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Tysons

Issue Engagement

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2010 Snow Summit

Issue Engagement

• 69 ideas submitted• 1,468 votes• 120 comments

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Issue Engagement

Police Citizens Academy

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Issue 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…

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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…

2.) Customer Service Engagement

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Hundreds of people contact the county everyday – What are they asking? How are we responding?

Customer Service Engagement

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Coordinate our major department call centers to ensure: Common messages Best practices Identify trends that need attention

12Wired Magazine: NYC 311

Customer Service Engagement

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Customer Service Engagement

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893 department/program phone numbers in online county phonebook

Customer Service Engagement

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“Call, Email or Tweet 703FAIRFAX with questions for your county government”

Enhance 703-FAIRFAX

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Our responsibility to engage our public before, during and after emergency incidents: Snow/Ice Tropical Storms/Hurricanes Floods Terrorism Other Significant Incidents

3.) Emergency Engagement

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Emergency Engagement

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Emergency Engagement

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New emergency blog

Emergency Engagement

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Facebook

Emergency Engagement

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Twitter

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Emergency Engagement

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Three Types of Engagement

Issue Customer Service Emergency

Continuum of Engagement

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Future of Engagement

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Future of Engagement

We don’t want to do this…

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Future 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

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Future of Engagement

Develop comprehensive engagement plan?

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Future 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

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Future of Engagement

Issue Customer Service Emergency

Continuum of Engagement

No central way to find engagement opportunities (unlike centralized resources for customer service and emergencies)

?

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Future of Engagement

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Future 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 >>

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Future of Engagement

Berkeley, CA

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Future of Engagement

Norfolk, VA

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Future of Engagement

Salt Lake City, UT

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Future of Engagement

Salt Lake City, UT

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Future of Engagement

Salt Lake City, UT

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Future of Engagement

Use new tools: online discussions Open to any Board member, department

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Future of Engagement

Day-to-day issues: Snow in Chicago

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Future 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

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Future of Engagement: How?

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2011 Global Sales:

• Smartphones: 488 million

• Computers: 411 million

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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.

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Sustaining a Culture of Engagement

Questions? Ideas? Discussion? Engage!

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Issue Customer Service Emergency

Continuum of Engagement