We wanted an updated website with a foundation that enables us to integrate additional technologies and make obtaining our services easier.
The Clerk’s Office wanted a website with a better technological foundation to provide stellar customer service and access to the judicial branch. Through Granicus govAccess, the Clerk’s Office incorporated online forms, a virtual assistant, and more to handle 8,300 requests in 4 months.
Maricopa County Clerk, Arizona
How The Clerk’s Office Handles 8,300 Online Requests With govAccess
Overview
Mobile Users
45%
65%
Less Work
Of the 8,300 requests, the virtual assistant handles 65% without staff intervention.
8,300
Online Requests
The website facilitated 8,300 requests through the virtual assistant in 4 months.
Page Views
The new website had 1.4 million page views in 6 months.
Mobile users account for 45% of the new website’s traffic.
1.4M
Must-have Granicus solution
Want to provide your citizen with a more efficient experience? Sign up to see govAccess solutions in action.
The Maricopa County Clerk of the Superior Court strives to provide customer satisfaction through advanced technology. However, the Clerk’s Office was working with an aging website. “Our website was over ten years old, which is really five lifetimes in the world of technology,” said Rich McHattie, Chief Technology & Innovation Officer.
The website wasn't user friendly. Residents complained that it was difficult to find information without a search function or menu. Customers also couldn’t access the website on a phone or tablet. For an organization whose elected official emphasizes improving “access to justice,” staff wanted residents to find services and information at anytime, anywhere, and from any device.
Staff desired the ability to integrate the website with other technologies that would help expand digital access to the Clerk’s Office. They also prioritized a website based on a content management system to empower multiple staff to make updates quickly and easily. “We wanted a system that didn’t require technology intervention to update,” said McHattie.
Improving Access to the Judicial Branch
After receiving proposals from vendors the County had partnered with in the past, the Clerk’s Office decided to partner with Granicus as govAccess provided the most robust CMS. Staff members would have the ability to update information on the website and publish it without contacting the technology department.
CMS, Functions, and Features, Oh My!
The website received 8,300 requests through the virtual assistant in 4 months. Cleo was able to handle 65% of those requests, eliminating the need to send requests to a live staff member. As the AI learns more, Cleo will be able to complete more customer requests without staff intervention.
The Clerk’s Office’s new website went live just months before the COVID-19 crisis. “We created a page for our employees that didn't require a VPN connection. The page provided critical information to employees who were not allowed onsite,” said McHattie.
In six months, the website had 1.4 million page views; the most popular pages include marriage licenses and court records.
8,300 Virtual Requests, 65% Handled Without Staff
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
govAccess
“If you're looking to empower your communications department with the right tools, it’s ideal to choose a mature CMS like govAccess.” – Rich McHattie, Chief Technology & Innovation Officer
The new website is aesthetically pleasing. It includes a menu and a search function. According to Tiarra Earls Haas, Communications Officer, the website also incorporates additional features like appointment scheduling, online payments, widgets and a social media integration, which provides multichannel communications. Additionally, the Clerk’s Office added online forms, which makes the process to request information more efficient. Previously, customers would have to print a form, fill it out, and scan it back.
The Clerk’s Office took advantage of govAccess’ easy integrations to incorporate a virtual assistant, powered by IBM Watson. The virtual assistant, named Cleo, greets each user as they view the website. Cleo is not a standard chat bot. Staff have trained the virtual assistant to handle service requests and answer questions on the webpage 24x7x365 using natural, conversational language, automating work and improving the customer experience. It also offers customers a way to have questions answered without making a phone call to the office.
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.”
- Tiarra Earls Haas, Communications Officer
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.
“Our website is a way to push the envelope technologically while providing services to the public. It’s been a lot of fun.” – Tiarra Earls Haas, Communications Officer
“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
Of the 8,300 requests, the virtual assistant handles 65% without staff intervention.
Download PDF Overview
Mobile Users
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