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Featured Keynote: Beth Stagner

IT Manager, Web Services City of Raleigh, North Carolina

Tweet comments to @GovDelivery @RaleighGov or #GovD13

GovDelivery at the City of Raleigh

Beth Stagner IT Manager

City of Raleigh March 12th 2013

City of Raleigh N o r t h C a r o l i n a

Capital City

Approximately 400,000 citizens

20 departments

Existing communication channels •  Web •  Social media •  Mailings •  Email

Email Distribution Lists Staff maintained in Outlook

Isolated, departmental

No clear method to get added

Pirated across the City

Landing on blacklists

Communication Platforms 2 commercial products

Across 4 business areas

No integration within the same products

Not leveraging pricing

E m a i l C o m m u n i c a t i o n s Prior to GovDelivery

Enterprise platform

Single citizen entry point

Numerous communication

channels

User customization

and control

GovDelivery K e y B e n e f i t s

Included all City departments

Identified potential

communications

Broad participation in

demos Flexible user management

Ran the numbers

Evaluation a n d B u y I n

Jun 2011 Aug 2011 • IT introduction and

evaluation

Sep 2011 Oct 2011 • Departmental demos,

evaluations and comparisons

Nov 2011 Dec 2011 • Software decision and

contract process

Jan 2012 Feb 2012 • Planning,

configuration and information gathering

Feb 2012 Mar 2012 • Staff training and

testing

March 2012 • Soft launch and then

full release

T i m e l i n e t o Implementation

Tw e n t y ( 2 0 ) D a y Activity Report

Launch •  120 city staff trained •  12 new business areas •  Over 100 topics

Metrics

•  127 bulletins sent •  43,291 delivery count •  25% open rate •  32,149 subscribers •  54,347 subscriptions

Added Benefits

•  Cross-department cooperation and partnership •  Standardizing communication branding •  Providing numerous choices for citizens •  Multiple departments working toward common goal

•  5,600 items sent USPS •  $2,350 •  Estimate 25% convert to electronic •  Estimate $587 monthly savings

Mail Delivery

•  378 items still sent USPS •  Actual 93% conversion rate •  Actual $2,179 monthly savings •  7,205 subscriptions

GovDelivery

F i n a n c i a l C a s e S t u d y Monthly Newsletters

C r a f t i n g The Look

Branding “MyRaleigh Subscriptions”

Location, location, location

Standard look

A l l o w i n g f o r Individuality

Police Communications

Press Releases & Media Communications

Parks & Recreation News and Events

Planning and Development News

M a i n t a i n i n g The Brand

Same look

Department level

Unique addresses

Individual social media

links

U s i n g t h e Questions

Bids & RFPs

Professions, businesses and

trades

Bulletins sent based on current

listings

Solid Waste Services

Days of service

Types of service

Alerts

P&R: fields, programs,

greenways

RPD: districts

P&R Programs

Types

Facilities

Days

I t w i l l Happen

• Cast a wide net • Training can’t be an excuse • Expose more people to the potential

Train users that will never use the application

• Evaluate usage • Market • Don’t be afraid to drop under achieving topics

Create topics that don’t get used

• Turn on reminder alert • Catch it and correct it • Leverage “no send” roles

Send a bulletin by mistake

• Work with staff • Share good examples • Craft defaults

See poorly crafted bulletins

R e s u l t s : Total Subscribers

R e s u l t s : Total Subscribers

R e s u l t s : Total Subscriptions

R e s u l t s : Total Subscriptions

R e s u l t s : Engagement Rate

0.00%

10.00%

20.00%

30.00%

40.00%

50.00%

60.00%

70.00%

Apr-12 May-12 Jun-12 Jul-12 Aug-12 Sep-12 Oct-12 Nov-12 Dec-12 Jan-13

Engagement Rate *

R e s u l t s : Engagement Rate

H o t To p i c : Parks & Recreation

•  13,216 subscriptions • Weekly

News and Events

• 4,636 subscriptions

Tennis

•  1,348 subscriptions • Monthly

Greenways

•  7,008 subscriptions •  Biweekly

News and Events

•  5,539 subscriptions •  Exhibits

Block Gallery

H o t To p i c : Raleigh Arts

•  2,364 subscriptions • Monthly

Newsletters

•  3,977 subscriptions Development Process

•  1,788 subscriptions

Special Events

H o t To p i c : Planning & Development

C l o s i n g Contact

Beth Stagner beth.stagner@raleighnc.gov

919-996-5485

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Questions?

Beth Stagner IT Manager, City of Raleigh 919.996.5485 Beth.Stagner@raleighnc.gov Sara VonBargen Client Success Consultant Manager 651.379.6217 Sara.VonBargen@govdelivery.com Jennifer Kaplan Product Marketing Manager 651.379.6213 Jennifer.Kaplan@govdelivery.com

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