What's Your Civic Engagement Maturity?
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Find out where you fall on the maturity model
Compare your score against the industry benchmark
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Which of the following best describes your goals for digital government?
A better customer experience for residents contacting my team or department.
A better customer-facing experience across all departments.
A better customer experience for everyone – residents and staff alike, with automated processes and workflows.
Improved resident transparency and information access.
Better connections across departments with personalized, contactless government experiences supported by machine learning and AI.
Describe your agency or department’s goals for resident communications.
Personalize messages and our overall 12 resident experience driven by a steady stream of resident feedback and machine learning.
Share important information with targeted audiences through digital comms with clear calls to action.
Communicate a single message across channels, and encourage residents to use our digital channels more regularly.
Not sure.
Improve civic engagement and the outcomes of our programs with tailored messages and automated communication.
Communicate with our whole community easily; grow our audience and use digital channels to nurture an ongoing relationship with them.
We offer a personalized website that tailors our resident experience using their data and past interactions.
Our website integrates information, services, and notifications but requires different log-ins for different service requests.
Our website has a lot of information, but we don’t support forms, payments, or service requests.
Our website is organized around resident's most popular questions and pain points, but we have some work to do getting more forms and services online.
Our website integrates information, services, and notifications in a single experience for the end user – with a single login.
Which of the following best describes your current website experience?
Intelligent: Single online experience for residents, supported by proactive comms and available through a device of their choosing.
Online: Multiple services are available online but may require residents to access different portals and create multiple logins.
Not Mature: Primarily in-person or via phone.
Manual: Information available online (e.g., a PDF form); submission or completion requires talking to a member of our team at some point.
Personalized: Single online experience for residents.
Please select the statement that best describes the maturity of the majority of departments in your organization:
We have standardized workflows and systems across departments. We are approaching “contactless” government.
We automate a few of the most repetitive processes (e.g., agenda preparation for public meetings).
We use a fair number of manual processes to complete our work.
We have automated some team work (e.g., certain types of requests come through a call center or central inbox without auto-routing in place).
We fully automate common processes such as agenda management, resident request routing, and confirmation message delivery.
How would you describe the current state of process automation within your department?
Sort of: Employees can build in-house with some limited technical support.
No: We outsource all new form / service creation.
No: Our website does not support two-way interactions or services today.
Yes: We use low / no-code solutions and have enabled many customer-facing staff to use these tools.
Yes: We use low / no-code solutions but have only enabled a limited number of our staff to use these tools.
Can your team autonomously build new forms and/or online services?
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Investment in a consistent email strategy and approach for capturing new subscribers and keeping them engaged over time
A live review of your website to identify quick wins and longer-term changes that will help modernize your residents’ experience
Recommendations on the top services to digitize for your community
Automation of common internal processes such as agenda management, 311 request management, and more
Maturity Model Results
You're Level 1: Manual
We recommend
Recommendations
Your Score
1
Benchmark Score
2
Congratulations! You're Level 1: Manual
Learn how other agencies have transformed their resident and employee experiences
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Discussion with one of our experts on how to build inclusive, equitable experiences for all of your residents
Enhancements to your comms strategy with automated communications and drip campaigns
A live review of your website and digital service experience to identify quick wins and longer-term changes that will result in a personalized, resident-first experience
An assessment of your customer service approach, processes, and use of customer data to enhance residents’ experience and identify cost savings
You're Level 2: Online
Congratulations! You're Level 2: Online
Enhancements to your comms strategy with automated communications and drip campaigns, complemented by real-time feedback from your community
A live review of your website to identify quick wins and longer-term changes that will result in a personalized, resident-first experience
You're Level 3: Personalized
AI and machine learning deployed to dynamically adjust your resident experience
Mobile-friendly digital experiences to enable residents to interact with government while on-the-go
3
Congratulations! You're Level 3: Personalized
A live review of your end-to-end digital experience to identify opportunities to provide the most inclusive, equitable experience possible for all your residents
Participation in our govCommunity to share your expertise with your peers
Additional opportunities to leverage data, analytics, and best practices to enhance your resident and employee experiences
Congratulations! You're Level 4: Intelligent
4
