Public Technology Institute is pleased to announce the city and county governments designated Citizen-Engaged Communities for 2011-2013.

Government contact centers have become the face of government to the public. Local governments are challenged today to provide centralized citizen contact centers that effectively utilize new technology for fast, friendly and responsive service.

This seamless service must engage citizens through multi-channels, empower citizens by enabling direct interaction, and then demonstrate accountability through performance reporting, not just for calls but also for service delivery.

Read more    10-17-2011

PTI, ICMA and AGCCE presented this webinar December 7, 2011.

Pulling departments into your contact center through your CRM: Learn how local government contact centers developed good relationships with departments through the reporting capabilities of their CRM.

Can a contact center CRM be the catalyst for process improvement throughout the organization? Can a CRM help a locality to spot trends or problems in neighborhoods?

Play or download webinar

12-07-2011     Send a link     Topics:  2011 Events  Chief Information Officers (CIOs)  Citizen Engagement     Print version

PTI’s Citizen-Engaged Communities is a special designation program that will provide multi-channel government contact centers with:

• A Roadmap for Success     • Process and Technology Support
• National Recognition

Local governments are challenged today to provide centralized citizen contact centers that effectively utilize new technology for fast, friendly and responsive service.

This seamless service must engage citizens through multi-channels, empower citizens by enabling direct interaction, and then demonstrate accountability through performance reporting, not just for calls but also for service delivery.

Citizens do not differentiate contact with an elected official, a call center representative, or staff in an operational department. They are all perceived as the city response and the city service.

Read more    07-31-2008

A must for elected leaders and public managers wanting to master the art of Web 2.0 and Civic Media, aimed at better engaging citizens and government.

This handy, easy-to-read book is an excellent resource for better understanding how government can use social media tools. It includes discussion of citizen engagement, social media policies and metrics, and legal and ethical considerations.

The book contains the complete texts of the Google, YouTube, Twitter and Facebook terms of service.

07-28-2011     Send a link     Topics:  Chief Information Officers (CIOs)  Citizen Engagement  CIO Library     Print version

PTI presented this webinar on October 27, 2011.

Public Technology Institute has announced the city and county governments that are designated Citizen-Engaged Communities for 2011-2013.

This webinar provided an overview of the 2011–2013 designation program and what makes for effective multi-channel contact with the public. Officials from two 2011-2013 designated governments, Durham, NC and Santa Monica, CA highlighted their initiatives.

Facilitator: Susan Cable, Program Manager, PTI’s Citzen-Engaged Community Designation Program
Presenters: Kerry Goode, CIO and Director, Technology Solutions Department, Durham, NC
Jory Wolf, CIO, Santa Monica, CA

Play or download webinar

10-28-2011     Send a link     Topics:  2011 Events  Citizen Engagement     Print version

PTI has designated nine local governments as 2010-2012 Citizen-Engaged Communities. Here are profiles of each jurisdiction’s multi-channel contact efforts.

Each profile provides a summary of that contact center’s operations and citizen participation processes, and highlights their efforts to use integrated communication channels and technologies. It describes how they use performance reporting and metrics to improve democratic accountability.

Read more    01-07-2011

PTI Staff Contacts: .(JavaScript must be enabled to view this email address), 281-277-3238 and .(JavaScript must be enabled to view this email address), 202-626-2456.

PTI has completed a very successful two-year initiation of our Citizen-Engaged Community Designation program.

The majority of year two was spent on researching, developing and fine-tuning the application process, promoting the inaugural round of applications, developing and providing resources and roadmaps, and designating cities and counties that demonstrated excellence as Citizen-Engaged Communities.

Read more    01-07-2011

PTI Staff Contact: Dale Bowen, 202-626-2456.

Best Practices in 311/CRM: What Recent Research Shows about Successful Implementation

PTI and other leading national organizations have created a list of twelve best practices for local governments to consider for the planning, development and implementation of 311/CRM systems.

Download this publication now

06-04-2009     Send a link     Topics:  Citizen Engagement     Print version

Multi-channel contact centers - a 311 telephone number, a city or county website, or walk-up help desks - provide citizens quick and easy access to local government. For elected leaders, these centers help you stay in touch with your constituents.

To help elected leaders better understand the role that these centers can play in connecting with constituents, and to help elected leaders understand the technologies that bring these centers to life, PTI has published the brief guide The Value of Multi-Channel Contact Centers: A Checklist for Local Elected Officials.

Read more    03-13-2009

Wednesday, April 4, 2012, 1:00 PM ET

Does channel shifting result in fewer calls or is it just a way to reach a different generation?

Channel shifting describes the various ways local government contact centers interact with callers and how it is shifting from just telephone calls, from self-service on the web to interactive chats to E-mails or receiving information from mobile devices. But will channel shifting really cause call volume to drop?

This free webinar is presented by AGCCE, ICMA and PTI.

Register for this April 4 webinar

11-15-2011     Send a link     Topics:  Coming Events  Citizen Engagement     Print version

Strategies for Building a Multi-Channel Contact Center offers insight for local governments on integrated communication channels and technology approaches that empower citizens through direct interaction with government.

This paper was produced as part of PTI’s Citizen-Engaged Community Designation program. The goal of this program is to challenge local government to achieve high standards in citizen participation, seamless service delivery and democratic accountability.

Download this publication now

02-02-2009     Send a link     Topics:  Citizen Engagement     Print version

PTI’s Citizen-Engaged Community Roadmap To Success

Providing best practices and standards

Citizen Participation Processes (information, service requests, complaints, interactive business applications and forms, surveys, focus groups, suggestions, chats)

Integrated Communication Channels (call center, self-service Web and automated phone systems, walk-ins, neighborhood stations, contact center linkage with service departments, mobile citizens and mobile crews)

Read more    07-31-2008

The new report M-Government: Mobile Technologies for Responsive Governments and Connected Societies aims to foster better understanding on how to leverage the economic and social impacts of the implementation of the Internet into mobile devices to sustain public sector innovation and transform public service delivery.

The 150-page report also provides examples of mobile government services in these areas:

Read more    10-31-2011

PTI Staff Contacts: .(JavaScript must be enabled to view this email address), 281-277-3238 and .(JavaScript must be enabled to view this email address), 202-626-2456.

See all PTI resources on Citizen Engagement.

Washington, DC, June 1, 2010 – Public Technology Institute (PTI) has designated nine local governments from across the U.S. as “Citizen-Engaged Communities” for their efforts to provide the public with multi-channel (web, civic media, Interactive Voice Response, 311/call agents) access to government services and information.

PTI’s Citizen-Engaged Communities Designation Program challenges local government to achieve high standards in citizen participation, seamless service delivery and democratic accountability.

Read more    06-01-2010

Citizen call centers, along with integrated online and interactive voice response telephone systems, provide local governments with an opportunity to significantly enhance citizen services and improve government accountability and transparency.

Through call manager telephony systems, CRM/work order systems and web-based applications, local governments can coordinate service delivery and generate excellent, real-time performance data to identify high complaint areas, specific improvement needs and customer communication requirements.

Read more    11-04-2008