The National Center for PTSD supports all those who have experienced trauma or who suffer from Post Traumatic Stress Disorder (PTSD). In just 2 years of working with the Granicus Experience Group (GXG) and supporting outreach tools, the National Center for PTSD’s audience increased from 100,000 subscribers to over 375,000. With a new understanding of its growing audience, the Center’s annual pledge support during PTSD awareness month increased by 400%.
National Center for PTSD, Department of Veterans Affairs
Connecting more people who have experienced trauma to services and programs related to PTSD
The mission of the National Center for PTSD is to advance the clinical care and social welfare of America’s Veterans and others who have experienced trauma, or who suffer from Post Traumatic Stress Disorder (PTSD). The Center does this through research, education, and training related to the treatment of PTSD.
“Our ultimate goal is to connect those who need help or support with all of the available resources,” said Peggy Willoughby, Director of Communications at the Department of Veterans Affairs, National Center for PTSD. “And so much of our success hinges on our ability to effectively reach new audience members, keep them engaged, and drive them to the resources they need.”
The Center needed to expand its reach to have a greater impact on those impacted by trauma. They started a digital newsletter that was helpful for its existing audience, but it wasn’t contributing to greater awareness or audience growth. In other words, they were reaching the same people again and again.
“These people were used to getting our content,” said Willoughby. “What we needed was to expand our reach - and quickly.”
Increasing Awareness and Gaining Visibility From New Audiences
With a Team Stretched Thin, The Center Partnered with Outside Digital Experts
In the 2 years working with the GXG team, the National Center for PTSD’s audience has increased from 100,000 subscribers to over 375,000. They’ve set up various audience segmentations and are able to more directly engage them with relevant information.
“I am absolutely thrilled with the results we’ve seen for our communications,” said Willoughby. “If it hadn’t been for the GXG partnership there would have been no way for us to know the difference in types of communications our audience wanted and needed. Because of their support, we’re able to do more towards our mission.”
One example of how this foundational work has made an impact on the Center’s goals happened during the most recent PTSD Awareness Month. Each year, the Center promotes a program in June that encourages organizations to make a pledge to raise awareness of PTSD. In its first year, the Center received 100 pledges. Last year, after the massive growth in audience and strategic communications work, they received 500 pledges.
“What was extremely encouraging about the success of the pledges we received was that they were submitted not just by organizations - but by individuals,” said Willoughby. “It never occurred to us to expand our outreach more broadly, but our audience really responded well.”
A 400% Increase in Pledges of Support for PTSD Awareness
How wrexham county council improved citizen experience through integrated communications & service delivery
With Firmstep, the county’s digital customer services solution, integrated with govDelivery, their communication platform, the customer experience is seamless.
How does it work? When a customer visits the Wrexham website and enters their address in a form, Firmstep automatically looks up the customer’s collection day and calendar, then sends the information into GovDelivery, which automatically signs the customer up for their bin reminder emails. After that, the customer receives relevant, timely, and automated information about their bin collections. This combination has improved sign-up rates and ensured Wrexham reaches more citizens.
How the Firmstep + GovDelivery integration streamlines service
Could your citizens benefit from seamless and integrated digital experiences? Get in touch with us today to learn more about how Granicus can help!
Like many local governments in California, the team at the Napa County Election Division has many critical duties in support of local, state, and federal elections. They also must help ensure all required government officials disclose their financial interests.
Designated filing officers must accurately track, manage, and deliver documents related to the disclosure of government employee and elected official Statement of Economic Interest, known as Form 700 in California. The process is regulated by the State of California’s Fair Political Practices Commission (FPPC).
Staff at the Election Division have their own goals to increase efficiency and make sure officials file on time. Napa County’s recently updated strategic plan has a priority goal of making government more transparent.
A Mandate for Transparency & Efficiency
The DisclosureDocs implementation team worked closely with Napa County staff to meet their tight deadline. After their kickoff meeting in January 2019, they migrated files, trained staff, and then deployed. In the end, they were able to implement DisclosureDocs by their deadline of April 2.
From Manual to Automatic
Powered by Self, MyDurham is the self-service portal which is transforming the way Durham County Council interacts with its citizens.
Every week more than 300 people sign up for a MyDurham account and thousands of citizens every day log in to access informationand carry out tasks, such paying a Council Tax bill or requesting a service.
With more people self-serving, the number of telephone and face-to-face contacts has fallen dramatically, enabling staff to focus their time supporting citizens with the greatest needs.
At least 40 citizens every day share their feedback on council services with the organisation. Those views together with the extensive citizen data gathered through the Platform are shared widely across the Council via the easy-to-use reporting dashboard.
Thanks to govService, Durham County Council staff now have the insights they need to make evidence-based decisions and policy.
Spotlight on the Missed Bin Process
Bin collections are an essential part of any council's service to its citizens. When bins are missed by refuse staff, people contact their council for information about what has happened and how the council will remedy the issue.
Although Durham County Council's missed bin process was fully integrated to get live updates from their in-cab system, the Council were determined to go a step further and make life easier for their citizens by removing the need for them to contact the Council.
In the new process refuse staff experiencing a problem, such as a road block or traffic delay, can carry out a postcode search and send SMS alerts to all citizens in that area, letting them know that their bins haven't been collected and what will happen next.
This new process is only possible because of govService's in-built Integration Manager. This unique capability enables the easy integration of internal and external back-office systems, in this case postcode databases, details of contact preferences and alert providers.
With govService, Durham County Council is able to deliver outstanding customer service, streamline their processes and drive down costs. They are reaping the rewards associated with channel shift and achieving the aims set out in Altogether Better Durham.
Over 100,000 People Use MyDurham
After months of testing other tactics like paid media and paid advertising, the National Center for PTSD reached out to other communications departments within the Department of Veterans Affairs for advice. One department, the MyHealthVet program, had experienced great success partnering with the Granicus Experience Group (GXG) - Granicus’ in-house team of digital experts and strategists - to conduct audience research, set up targeted digital messaging campaigns, and surpass over 1 million subscribers.
“We have a small team and limited resources, and both were being stretched thin,” said Willoughby. “When we were introduced to GXG and Granicus’ Network of 250 million subscribers, we knew that would be the best way to spread our message and reach the people who need our help.”
In 2019, the Center launched a partnership with GXG and began leveraging its email, text, and social software tool called govDelivery. Working as an extension of the Center’s team, digital experts at GXG were able to interview Veterans and stakeholders to better understand their needs and motivations. Armed with that information, the GXG team built a series of campaigns that could include messaging more tailored to the different audience types.
For Willoughby, the journey mapping exercise that the GXG team conducted was a game changer. In the exercise, the GXG team guided the Center’s team through each engagement touchpoint of their primary personas. Alone, these events may seem less significant. But together, it was possible to see the full customer journey and what identified clear priorities for improvement.
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subscribers (up from 100,000)
new subscribers since Spring 2019
increase in pledges of support from individuals and businesses
Peggy Willoughby, Director of Communications at the Department of Veterans Affairs, National Center for PTSD
We have a small team and limited resources, and both were being stretched thin,” said Willoughby. “When we were introduced to GXG and Granicus’ Network of 250 million subscribers, we knew that would be the best way to spread our message and reach the people who need our help."
new subscribers so far in 2021
The county council knew the first step to improve the citizen experience was to modernise the way they communicated bin removal services. To ensure citizens received relevant, timely and automated communications, Wrexham implemented Granicus’s govDelivery email, mobile message, and social media platform. Now, they have the sophisticated marketing automation and audience segmentation required to deliver personalised waste and recycling bin collection reminders to over 12,000 residents. Targeted email messages from the county empower residents to take the correct action at the right moment.
These reminders — delivered alongside educational messages about what can and can’t be recycled — are positively impacting local recycling rates. For example, more customers know what can and can’t be recycled; the number of bins not being collected due to contamination has decreased by 27% since implementing govDelivery.
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“A willingness to work with us. I want to see everyone working together and know that I can get answers when I call in. Granicus has been good about doing that.” –Bob McQueen, Director of IT, Franklin Township, NJ
Armed with a U.S. Department of Education preschool development grant, OECOSL sought to create a unified experience across departments to improve the parental experience while implementing technology that would make it easier to directly connect with families.
“FSSA had been using GovDelivery in other divisions for years as an email tool, but we were only beginning to explore texting options, and the Office of Early Childhood and Out-of-School Learning had not used the tool before,” said Lemons. “It was great to have the team come in and show us what was possible.”
Implementing govDelivery, OECOSL was able to create a collection of email topics and communications that reflected the breadth of their services, while managing consistent messaging to families and providers. This also allowed more flexibility in segmenting their audiences by needs or location to make sure that the most relevant information was being delivered.
“Having direct communication from the office to let families and providers know what’s going on is so important,” said Sue McKinney, Director of Operations for OECOSL. “It not only makes them more knowledgeable about what’s available, but it also allows them to remain up-to-date on the latest changes.”
She added that while there are numerous changes around school-age vouchers normally, COVID brought even more timely information that needed to be distributed, such as school closures. With GXG as a partner, OECOSL had additional strategic resources that allowed them to send timely information in a rapidly-changing environment.
“We had one county that decided to change their in-person learning plan at the last minute,” said McKinney. “Being able to target just the families in that one county was very important.”
While govDelivery provided a tool for better engagement with families and providers, working with GXG helped to create the means to build a more consistent user experience. By bringing the various programs within OECOSL together and strengthening the overall communications to align with agency goals, Gray said that she hopes that an increased level of trust will grow toward the agency.
“Providers are our voice in the community with our families. That’s who they trust with their children and information,” she said. “We know communicating directly with the providers ensures that the information will trickle down to the families.”
Through meeting the increased demand of COVID communications by implementing the right digital tools alongside the series of sophisticated digital campaigns, FSSA looks forward to establishing a framework for future agile communications.
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Reduced backlog and confusion over back taxes
Granicus Experience Group
new subscribers so far in 2021
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