The more services you put online, the better the digital adoption. The better the adoption, the more money and time you can save. That’s been the story for us with Granicus.
With a sound strategy, dedicated digital services and communications teams, and help from Granicus govService and govDelivery technologies, Waltham Forest Council has driven widespread adoption of online services. As a result, they’ve decreased call center costs and saved £50,000 in paper alone.
Waltham Forest, United Kingdom
How a U.K. Council Brought 200 Digital Services Online & Drove 82% Adoption With Granicus
Overview
Subscribers
117,000
200+
Online Services
By gradually rolling out hundreds of services, the Council is improving service.
£50,000
Saved
By trading paper flyers with digital communications, the Council is saving money.
Digital Adoption
The Council went from zero to 82% service adoption in a short time span.
The community is actively subscribing to receive Council information.
82%
Must-have Granicus solutions
Could your citizens benefit from seamless and integrated digital experiences? Get in touch with us today to learn more about how Granicus can help!
Waltham Forest Council was struggling to provide their many services to residents. There was a budget deficit, and staff was working with different legacy systems and paper processes. The Council had to support a large call center to handle public inquiries and transactions as they didn’t have digital processes.
To get the word out about services, staff created and sent out newspapers and flyers to the community. “This manual process was expensive, and our residents were slow to take the leaflets. We didn’t know who to target,” said Richard Holland, Assistant Director of Technology Innovation.
The Council also manually sent emails to their 2,800 staff members, another process that interfered with the daily management of the borough.
It was time for a change.
Legacy Systems, Expensive Processes
The Council moved from their legacy solution to a low-cost digital services solution, govService, that made it easy to streamline the public service delivery process. They also introduced govDelivery to help them communicate easily with citizens. To further drive their digital journey, Waltham Forest Council enlisted a dedicated communications team and a digital team.
Transform Digital Services, Engage Residents
After their first service went live online, the Council saw an immediate 20% increase in digital transactions. Today, the Council offers over 200 services online and 82% of all their transactions are digital. Residents have responded positively to the streamlined processes and 56% of users leave the Council a 5-star rating.
By using govDelivery to make citizens aware of the online services, the Council was able to accelerate adoption. For example, through one email campaign, they were able to achieve an 80% renewal rate in bike hanger hires. The Council boasts 117k email subscribers with an open rate of 55-65%, which is two times better than industry standard.
From Zero to 82% Digital Adoption With 5-Star Service
How wrexham county council improved citizen experience through integrated communications & service delivery
Overview
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.
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
Citizens love the online experience they are receiving
93%
18K
Self-Service Accounts
Bin Reminders
12K
Increasing by 800 subscribers per month
The result of targeted, proactive communications
Reduction in Calls
48%
Must-have Granicus product
Could your citizens benefit from seamless and integrated digital experiences? Get in touch with us today to learn more about how Granicus can help!
See It Live
We love govDelivery because it gives us control over information. We can find the answers to our questions, and then form good processes to better interact with the people in our council.
Situation
Solution
Results
Background
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
Situation
Solution
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
See It Live
govDelivery
govDelivery
Unlike traditional email messages, which sends one message to many recipients, TMS delivers personalized one-to-one messages. And it can deliver them at extremely high volumes. For NHTSA, TMS would be particularly valuable as a consumer could sign up to receive information for their specific make and model of vehicle or brand of child car seat.
Rajanala’s first impression?
“After showing RecorderWorks and ClerkDocs to my staff, they asked me, seriously, ‘What are we going to do with all our free time?’ I told them that’s a great problem to have! There are countless other improvements and initiatives we could set to work on.”
- Richard Holland, Assistant Director of Technology & Innovation
TMS is definitely a success for our agency. We’re able to reach consumers more quickly and reliably. I would recommend anyone with a similar need or circumstance to switch to govDelivery TMS.
“We’ve saved £50,000 just by eliminating our old newsletters with govDelivery. And with govService, we’ve also saved money from decreasing calls to our call center.” – Richard Holland, Assistant Director of Technology Innovation
“Having something like govDelivery is critical to make sure that we consistently provide information that is useful to residents and in a manner that they can recognize was the official word.” – Doug Bear, Communications Manager
govService
“Before Granicus, we didn’t have a digital presence. We had nothing.” – Richard Holland, Assistant Director of Technology Innovation
The digital team implemented govService first, adding Council services online one by one. As each service was added — council tax payments, dog licensing, pest control, bulky waste pickup, and many more — the team tracked the impact that service had on digital adoption.
The call center also promoted channel shift by referring citizens to online services. To facilitate this shift further, the comms team implemented govDelivery to send emails to subscribers as each new service was added.