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An Introduction to Virtual Town Hall. Bill Letsky Vice President 07-26-10. The Evolution of Town Services. Now: Significant Constituent Interactions Information Dissemination Budget Reports, Committee Meeting Minutes New Business, New Resident, & Visitor Information

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an introduction to virtual town hall

An Introduction toVirtual Town Hall

Bill Letsky

Vice President

07-26-10

the evolution of town services
The Evolution of Town Services
  • Now: Significant Constituent Interactions
    • Information Dissemination
      • Budget Reports, Committee Meeting Minutes
      • New Business, New Resident, & Visitor Information
      • Updated Calendars & Agendas
      • Access to Property Data & Maps
      • On-Site Search Engines
      • Email Subscriber Services
    • Downloadable Content
      • Permits, Licenses, Applications
      • Rules & Regulations, Filing Procedures
      • Maps
the evolution of town services1
The Evolution of Town Services
  • Now: Significant Constituent Interactions
    • E-Commerce
      • Property Tax Lookup & Payment
      • Utility Bills
      • Recreation Registration
      • Online Bidding
      • Miscellaneous Transactions
    • Citizen Engagements
      • Comment Forms & Request Tracking Services
      • Online Surveys & Polling
      • Participation/Volunteer Opportunities
why virtual town hall
Why Virtual Town Hall?
  • Well Qualified
    • Established 1998
    • Sole Focus: Municipal Sector
    • 300+ Municipal Clients (~50 in NH)

Headquarters: Maynard, MA

Data Center: Portland, ME

    • Ala-Carte Menu of Modules to Expand Town Online Capabilities
a sampling of nh virtual town hall clients
A Sampling of NH Virtual Town Hall Clients

Neighbors:

Hampstead

Lee

North Hampton

Plaistow

Rye

Seabrook

Stratham

Others:

Bedford

Belknap County

Derry

Hopkinton

Lebanon

Rochester

Wolfeboro

vth technology is important
VTH: Technology is Important
  • Content Management System
    • Feature Rich
      • Subscribable E-Alerts RSS Feeds
      • Dynamic Content Areas Intentions Navigation
      • Service Requests Surveys
      • Calendaring WYSIWYG Editing
      • Photo Galleries Minutes & Agendas
      • Google Search Google Urchin Stats
    • Version 10.0 release Spring, 2010
  • Time Warner Data Center
    • Secure, 24/7, Redundant Hosting
vth service centric
VTH: Service Centric
  • Address the Realities of the Gov Sector
vth service centric1
VTH: Service Centric
  • Address the Realities of the Gov Sector
    • Towns are short staffed
vth service centric2
VTH: Service Centric
  • Address the Realities of the Gov Sector
    • Towns are short staffed
    • Varying levels of staff comfort with defining the appropriate web content
vth service centric3
VTH: Service Centric
  • Address the Realities of the Gov Sector
    • Towns are short staffed
    • Varying levels of staff comfort with defining the appropriate web content
    • Varying levels of staff technical proficiencies
vth service centric4
VTH: Service Centric
  • Address the Realities of the Gov Sector
    • Towns are short staffed
    • Varying levels of staff comfort with defining the appropriate web content
    • Varying levels of staff technical proficiencies
    • Lack of resources and time to keep track of evolving online technologies
vth service centric model 4 areas of focus
VTH Service Centric Model4 Areas of Focus

I. Content Development

II. Content Management

III. Quality Assurance

IV. Technology Partner Network

vth service centric model 4 areas of focus1
VTH Service Centric Model4 Areas of Focus

I. Content Development

- Best Practices topics for each dept

- On-Site Planning Meetings -each dept

- No limit on # of pages built

- Focus on Quick Access to Core Info

- Tools to Solve Business Problems

Burn Permits Harbor Moorings

RFPs/IFBs Board/Committee Recruitment

vth service centric model 4 areas of focus2
VTH Service Centric Model4 Areas of Focus

II. Content Management

- Simple, Easy-to-Update CMS

- On-Site Training of Town Staff

- Sharing of Page Wizards across Clients

- Unparalleled & Unlimited User Support

vth user support
VTH User Support
  • Unlimited Access to our Customer Support Team: M-F, 9-5
    • Phone
    • Email
    • Instant Message
  • Comprehensive Support Site
  • Monthly Online Tutorials
examples of unsolicited client feedback
Examples of Unsolicited Client Feedback

March 23, 2010

We have received many compliments on the website and so far everything is going very well. I will say the support staff has been extremely helpful to me when I have questions. They are all very knowledgeable and willing to assist. It is really great to have the back up support.

- Julie Doucet, Town of Harvard, MA

January 29, 2010

I am recently retired after 30 years working in an IT support capacity for a major manufacturing company. I know what serving a high tech customer base is like. The support that Middleton MA has received since go-live on Dec. 3 of last year, was as good an example of IT customer support that I can recall in my long experience.

- Roger Talbot, Town of Middleton, MA

February 23, 2010

I wanted to let you know how happy we have been with the support we have been getting through your Support Group.  Everyone response quickly when I need help. You have a great team!

- Alison Kepple, Town of Moultonborough, NH

vth service centric model 4 areas of focus3
VTH Service Centric Model4 Areas of Focus

III. Quality Assurance

  • Quality Assurance Staff Position
  • Periodic Client Reviews
    • Home Page Suggestions
    • Broken Links Report
    • Empty Links Report
    • Dept/Board Automation Script
  • Refresher Training
  • Regional User Group Meetings
vth service centric model 4 areas of focus4
VTH Service Centric Model4 Areas of Focus

IV. Technology Partner Network

Best of Breed Relationships

CRM: GovQA

Online Payments: Unibank, MCC

Custom Payment Apps: Meerkat

Video Streaming: Earth Channel

GIS Online Mapping: PeopleGIS, Cartographic Associates

slide19

Service

Requests

Surveys &

Polling

Online

Payments

New Website

Video

Streaming

GIS/Maps

Online

Rec. & Events

Registration

Email &

Intranet Services

Database

Access

implementation schedule
Implementation Schedule
  • Phase One: Homepage Design (3 weeks++)
    • Strategic Goals & Objectives
    • Design Element Preferences
    • Prototype Development & Selection
  • Phase Two: Site Development (9 weeks)
    • Planning Meetings by Department
    • VTH Best Practices Load
    • Data Gathering by Department
    • Full Site Development- No Content Limits
    • User Training
    • Testing & Sign-offs
    • Website Launch (& SEO, PR Kit)
vth website ballpark costs
VTH Website Ballpark Costs
  • One-Time Charges
    • Complete Site Graphic Design & Architecture
    • Complete Content Identification, Dept. by Dept.
      • VTH Best Practices
    • Complete Content Load
    • Requirements Analysis by Department
      • On-Site for Individual Meetings with Key Depts.
    • User Training Sessions (5 Primary Users)
      • On-Site for Group & Individual User Training

Cost: $3,995

  • Annual Cost
    • Secure Hosting, Ongoing Support, Application Upgrades

Cost: $2,750

3 Year Spread Option Available

Hold Annual Cost Fixed & Spread One-Time Charges across three years: $4,082 per year.