fairfax county: sustaining a culture of engagement
Post on 07-Nov-2014
4.229 Views
Preview:
DESCRIPTION
TRANSCRIPT
1
SUSTAINING A CULTURE OF ENGAGEMENT
Fairfax County:
Greg Licamele, Office of Public Affairs, Feb. 7, 2012
2
Today’s Presentation/Discussion
1. Three ways we engage
2. Ideas for new ways to engage
At any time, your thoughts/comments and discussion
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
3
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
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
4
All of the ways county government seeks input through public meetings, workshops, surveys, online forms and other public participation tools
1.) Issue Engagement
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
5
Budget
Issue Engagement
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
6
Tysons
Issue Engagement
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
7
2010 Snow Summit
Issue Engagement
• 69 ideas submitted• 1,468 votes• 120 comments
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
8
Issue Engagement
Police Citizens Academy
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
9
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…
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
10
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
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
11
Hundreds of people contact the county everyday – What are they asking? How are we responding?
Customer Service Engagement
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
Coordinate our major department call centers to ensure: Common messages Best practices Identify trends that need attention
12Wired Magazine: NYC 311
Customer Service Engagement
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
13
Customer Service Engagement
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
14
893 department/program phone numbers in online county phonebook
Customer Service Engagement
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
“Call, Email or Tweet 703FAIRFAX with questions for your county government”
Enhance 703-FAIRFAX
15
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
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
16
Emergency Engagement
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
17
Emergency Engagement
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
18
New emergency blog
Emergency Engagement
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
19
Emergency Engagement
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
20
Emergency Engagement
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
21
Three Types of Engagement
Issue Customer Service Emergency
Continuum of Engagement
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
22
Future of Engagement
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
23
Future of Engagement
We don’t want to do this…
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
24
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
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
25
Future of Engagement
Develop comprehensive engagement plan?
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
26
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
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
27
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)
?
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
28
Future of Engagement
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
29
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 >>
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
30
Future of Engagement
Berkeley, CA
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
31
Future of Engagement
Norfolk, VA
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
32
Future of Engagement
Salt Lake City, UT
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
33
Future of Engagement
Salt Lake City, UT
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
34
Future of Engagement
Salt Lake City, UT
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
35
Future of Engagement
Use new tools: online discussions Open to any Board member, department
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
36
Future of Engagement
Day-to-day issues: Snow in Chicago
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
37
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
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
38
Future of Engagement: How?
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
2011 Global Sales:
• Smartphones: 488 million
• Computers: 411 million
39
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.
40
Sustaining a Culture of Engagement
Questions? Ideas? Discussion? Engage!
Sust
aini
ng a
Cul
ture
of
Eng
agem
ent
Issue Customer Service Emergency
Continuum of Engagement
top related