S

Customer

Relationship

Management Georgette E. Dumont, M.P.A., Ph.D.

University of North Florida

Agenda

S Background

S Research stage

S Methodology

S Preliminary findings

S Next phase

Background

S Citizen expectation for responsive technology

S Increases ease of interaction between city and citizen

S Part of the literature to lead to a ‘joined up’ government

S Research question: What, beyond capacity, influences a

municipality’s utilization of 311 systems?

Background, cont.

Case study – Jacksonville, FL

S Consolidated government, 1968

S Largest city in area in contiguous US (885 sq miles)

S 11th most populated city in US (2010: 829,000)

S 2013 3rd place ranking in Center for Digital Government’s Digital Cities

S Recognized for best practices in engaging citizens by the Public Technology Institute

S 2014: served its 5 millionth customer

S ITD:

S 64 unique customers with over 300 applications

S 138 employees

S 35 employees focused on projects/ Website

S Currently 105 ongoing projects

Jacksonville’s Goal

To be a city where it is a pleasure to

work, play, and reside.

Jacksonville’s ITD Strategy

Methodology

S In-depth interviews

S Survey data

S Archival data

Preliminary findings

S Capacity and legacy systems are issues (integration)

S Political supports

S Mayor

S City Council

S Staff innovation

S Researching CRM system

S Tracking of requests

S Systems integration

Preliminary findings, cont.

S Waiting on:

S More interviews

S Customer surveys

S Data from Jax Analytics

Jax Analytics

630-CITY

630-CITY, cont.

630-CITY mobile

Supports

S Collaborative efforts

S Align with Mayor’s agenda

S Outside validation of ITD (awards)

S ITD staff innovation

Challenges

S Systems integration

S Funding (staff, budget)

S Citizens’ perspective

Guidance

S To increase funding and gain political support,

demonstrated value added to city

S Metrics

S Broken down into council districts

S Ticket completion rates connected with departments

S Outside validation

S Mayoral support need to get departments on board

Next phase

S Interview Director of 630-city

S E-surveys

S Analytic and survey data

S Interviews or e-surveys of city council members