Subjects › Governance › Effective Communication and Citizen Involvement
› Communicating About Government Services
Updated 08/2010
Communicating About Government Services
Contents
- Introduction
- Quick Find Guides and Directories to Government Services
- Citizen Service Web Request Forms
- Citizen Service Disruption Web Alerts
- Intergovernmental Cooperation to Stretch Tax Dollar in Providing Services
- Ombudsman Programs
- Citizen Satisfaction with Services Surveys
- Making Services Visible and Accessible
- Related MRSC Pages
Introduction
The story about what local governments are doing for their citizens may be the "greatest story never told" to quote political columnist, Mark Shields. Most local governments have been far too modest about the day-to-day services they provide. Local governments should expand efforts to get the word out about the variety of services available to citizens, and to do so in language that emphasizes how these services respond to their citizens' needs and interests. Much of the contact that citizens have with their government is related to the services provided. Local jurisdictions are using quick-find, A-to-Z directories and guides, Website service request forms and alerts, intergovernmental service cooperation, ombudsman programs, and other tools to improve responsiveness to citizens. (Ombudsman programs designate staff person(s) who are enpowered to intervene to help citizens access services and get the answers they need when the path isn’t obvious, and/or to address complaints about service in an impartial, timely manner.) Government's responsiveness to citizens' service needs will greatly shape citizens' perception about the value of their local government.
Quick Find Guides and Directories to Government Services
- How can the County help you? Snohomish County frequently requested services, including A-to-Z directory and search engine.
- Your City Services, Federal Way, WA - city services by category or an A-to-Z directory of services.
- Tampa Bay User Guides – Customized guides for citizens, businesses, visitors, city employees, kids, teens, and seniors.
- Baltimore, MD City Services Directory - Easy-to-use listing of services by categories with phone numbers and web links.
- Departments and Services Directory Minneapolis, MN - Easy-to-use A-to-Z index of services calls attention to the long list of services that the city provides.
- City Hall: What's in It For You (
) - Effective name for Eugene, Oregon guide, 09/84.
- Services: Your community’s owner’s manual, Gustavus, AK - Title of city directory of services emphasizes citizen ownership of government.
Citizen Service Web Request Forms
- Citizen Service Request Forms, Rockville, MD - E-Government forms for service requests. City employs a "service request coordinator" and provides a simple form to facilitate quick response to citizen requests, complaints or comments concerning city services.
- Tampa Bay, FL Customer Service Center, Award-winning e-government services center provides multiple ways to request action or fine information about services.
- City Hall On Call! Greensboro, NC – Citizens can call, e-mail or use a live chat feature to get answers about city services.
- Service Requests,MRSC
- Citizen Help Desk, MRSC
Service Disruption Web Alerts
- Seattle, WA Traffic - Cameras and maps, alerts and special events information, and area specific e-mail alerts.
- Traffic Alerts, Olympia, WA – Construction impacts and alternatives for getting around.
- King County, WA My Commute - Road alerts, traffic cameras, transit alerts, flood alerts.
- Construction Alert: Issaquah Park-and-Ride closes Saturday, June 3, Issaquah, WA – Informative alert announces park & ride closure and transit cent construction, and offers interim alternatives.
- Traffic Alerts, Minneapolis, MN – Lane, road, bridge and ramp closures. Plan ahead for events and ball games.
Intergovernmental Cooperation to Stretch Tax Dollar in Providing Services
- GEM (Grounds Equipment and Maintenance) Pacific Northwest Interagency Cooperative Web site – Includes video describing cooperative public services provision efforts, articles showcasing specific programs, interlocal agreement (), and equipment exchange opportunity.Several articles tell the story:
- Shoreline, WA - Video tours - Video explains park, recreational & cultural services, operational services, police services, and partnerships with outside organizations to efficiently to provide a variety of other services.
- Intergovernmental Projects, College Station, TX - Cooperation with other jurisdictions and entities to provide cost-effective community services.
- Share: Sharing Available Resources Efficiently: Best Practices Handbook (), New Jersey Department of Community Affairs, 10/06 - Step-by-step guide for the identification, development and establishment of shared public services programs.
- The Village Pilot, Hennepin County, MN – Successful pilot program to provide integrated, human service delivery in community locations. Received 2010 NACo award.
- The Fund for the Efficient Delivery of Local and Regional Services, Maine Administrative and Financial Services Department, and 2009 Annual Report (
) – Although apparently on hold during the recession, Appendix A of this report describes many worthy interlocal collaboration efforts facilitated by this program.
Ombudsman Programs
- City of Edmonds, Mayor's Office, Citizen Liaison Program
- City of Vancouver, Citizen Advocate/City Ombudsman
- King County Ombudsman
- City of Seattle, Citizens Service Bureau
- City of Portland, OR, Ombudsman
- Chandler, AZ Citizen Assistance Specialist
- Rockville MD Customer Service Request
- Goodyear, AZ Community Advocate’s Office – Represents citizen’s on city issues as “your friend in city hall,” and ask-find-do Citizen’s Support Center.
Citizen Satisfaction with Services Surveys
- Bellingham (WA) Service Priorities and Customer Satisfaction Survey, 2008 – Good example of survey assessing service priorities and other issues.
- Vancouver, WA Community Assessment Survey (), 05/07 - Surveys livability factors, satisfaction with government services, challenges and funding.
- Spokane, WA 2009 Citizen City Services Survey.
- Kirkland Community Survey 2008 () - Attached to Memo.
- Goodyear, AZ 2010 Citizen Survey Results: Satisfaction with Quality of Life and Perception of Current Service Levels – Excellent graphic presentation of survey results.
- E-Government Examples, MRSC
- Online Citizen Surveys, MRSC
Making Services Visible and Accessible
- Mt. Vernon, WA Mobile Playground - City employs a revamped fire department rescue aid truck with side compartments filled with games, art & crafts, and sports equipment and outfitted with a basketball hoop to serve areas lacking parks – A very visible, low cost government service in the community.
- Bellevue Crossroads Mini City Hall - Program to bring city hall services to a convenient shopping mall and outlying neighborhoods.