Intellectual Property Office (IPO) Success Story Intellectual Property Office

We moved from an ad-hoc approach to communicate with our audiences via email, to highly targeted, well-managed and cost-effective outreach. By using Granicus, we can measure impact and maximise our exposure to a bigger audience through the network.

By using Granicus govDelivery, the Intellectual Property Office has a data-driven, email-based outreach programme to inform delegates. With it, they quickly increased subscribers while saving considerable sums in postal costs.

Intellectual Property Office

How the Intellectual Property Office Builds Customer Relationships With govDelivery

Overview

Informed to Act

80%

Open Rate

Open rates went from 15% to 30-50% since the start of their govDelivery journey.

55%

Engagement Rate

The IPO is now ahead of the industry average of 45%.

New Subscribers

The IPO has seen a 56% increase in less than one year.

Better comms result in 4 out of 5 business feeling informed to make decisions about IP.

9,691

Must-have Granicus solution

Want to learn how govDelivery can support your goals? Sign up for a live demonstration today.

The Intellectual Property Office (IPO) is responsible for intellectual property (IP) rights — including patents, designs, trademarks, and copyright — in the U.K. The IPO helps delegates understand Intellectual Property (IP) and its impact on business, culture, and the economy. Before implementing govDelivery, IPO kept business and government stakeholders informed about IP updates, toolkits, and other resources by emailing individual contact lists held by internal team members. Though highly personalised, this approach was time-consuming, unreliable (in terms of managing responses), and offered no evaluation. Throughout the years, the IPO also organised numerous events with Companies House and other government agencies. All the invitations to these events were previously dispatched through Royal Mail, which was costly. Neither method provided meaningful feedback about its impact on the audience. What messages were resonating with what audiences? When was the best time to send? Without this data, they were concerned about missed opportunities to reinforce valuable relationships and build a larger customer base. Since the EU General Data Protection Regulation (GDPR), the IPO has been determined to centralise the management of professional email outreach. Their goals? They wanted to improve efficiency and professionalism of stakeholder outreach, drive website traffic, and improve engagement by better understanding what their audience wanted to hear.

Missed Opportunities to Engage Stakeholders

govDelivery

With govDelivery, the communications team can get up and running quickly. They take advantage of govDelivery’s easy-to-use templates and are able to send targeted messages to specific audiences. The organisation, which had already cleansed its contact lists per GDPR, has been able to further filter and organise stakeholder details into one centralised platform. They are also accessing the govDelivery Network, which rapidly grows their subscriber base through automatic referrals from other departments. In 11 months, the IPO has welcomed an average of 634 new subscribers per month, bringing its total subscriber audience to almost 27,000. The average subscriber is opting in to receive emails on at least three different topics.

Targeted Email Increases Engagement

By managing all email outreach via the govDelivery platform, the IPO is now able to target messaging to specific data sets with pinpoint accuracy and consistent branding. Previously, the IPO could send messages about IP developments or issue invitations to events. But they struggled to evaluate the success of those messages. Now, the organisation utilises the govDelivery platform to analyse message engagement. Open rates have increased substantially — from around 15% to 30-50%. They also analyse click-throughs to the website. All this information helps the IPO better target their audience for future outreach.

Stronger Customer Relationships, Happier 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

Satisfaction Rate

Citizens love the online experience they are receiving

93%

Increasing by 500 new accounts per month

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

Better Communication Builds Valuable Relationships

In the first 11 months, the IPO sent 552 email communications to 1,305,000 recipients. These messages have an overall engagement rate of 55% — well above the industry benchmark of 45%. Importantly, they no longer need to send invitations or information through the post. The savings on postage has more than paid for the cost of implementation. Before govDelivery, communications were mostly sent by individuals to their own email lists. Now, with the ability to pool and organise data in one easily managed platform, it ensures compliance with GDPR and offers staff an easy to use digital platform. Team members have been reassured by the success of the govDelivery platform and its ability to demonstrate higher levels of stakeholder engagement.

Solution Pays for Itself in Savings

Kristy Edwards Senior External Communications Manager, Intellectual Property Office

Stronger Customer Relationships, Happier Staff

Better Communication Builds Valuable Relationships