SUSTAINING A CULTURE OF ENGAGEMENT Fairfax County: Greg Licamele, Office of Public Affairs, Feb. 7, 2012 1
Nov 07, 2014
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SUSTAINING A CULTURE OF ENGAGEMENT
Fairfax County:
Greg Licamele, Office of Public Affairs, Feb. 7, 2012
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Today’s Presentation/Discussion
1. Three ways we engage
2. Ideas for new ways to engage
At any time, your thoughts/comments and discussion
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Creating a Culture of Engagement
“Individuals enhance community life by participating in and supporting civic groups, discussion groups, public-private partnerships and other activities that seek to understand and address community needs and opportunities.
As a result, residents feel that they can make a difference and work in partnership with others to understand and address pressing public issues.”
-- Fairfax County Vision Element
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All of the ways county government seeks input through public meetings, workshops, surveys, online forms and other public participation tools
1.) Issue Engagement
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Budget
Issue Engagement
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Tysons
Issue Engagement
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2010 Snow Summit
Issue Engagement
• 69 ideas submitted• 1,468 votes• 120 comments
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Issue Engagement
Police Citizens Academy
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Issue Engagement
Board Task Forces/Town Hall Meetings
Boards, Authorities and Commissions Visioning Exercises District Town Hall Meetings Land Use: Special Studies, Colleges District Budget Groups And many, many more…
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Many people only engage their government for services and transactions: Phone Email Constituent letters Social media Website requests/services (pay taxes, etc.) Face-to-face and more…
2.) Customer Service Engagement
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Hundreds of people contact the county everyday – What are they asking? How are we responding?
Customer Service Engagement
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Coordinate our major department call centers to ensure: Common messages Best practices Identify trends that need attention
12Wired Magazine: NYC 311
Customer Service Engagement
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Customer Service Engagement
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893 department/program phone numbers in online county phonebook
Customer Service Engagement
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“Call, Email or Tweet 703FAIRFAX with questions for your county government”
Enhance 703-FAIRFAX
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Our responsibility to engage our public before, during and after emergency incidents: Snow/Ice Tropical Storms/Hurricanes Floods Terrorism Other Significant Incidents
3.) Emergency Engagement
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Emergency Engagement
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Emergency Engagement
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New emergency blog
Emergency Engagement
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Emergency Engagement
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Emergency Engagement
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Three Types of Engagement
Issue Customer Service Emergency
Continuum of Engagement
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Future of Engagement
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Future of Engagement
We don’t want to do this…
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Future of Engagement
How do we “reach beyond the choir” to engage more people?
Common barriers to issue engagement: Competing responsibilities Intimidated by public speaking Intimidated by venue Inconvenient location Transportation: lack of options and gridlock Home-bound Language
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Future of Engagement
Develop comprehensive engagement plan?
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Future of Engagement
Develop coordinated, common ways we engage? Engagement template for departments Engagement template for BACs
Elements and factors all engagement should include
Outcome: Public would be engaged in a coordinated, common way (The “Fairfax Way”) – with staff using similar principles/practices
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Future of Engagement
Issue Customer Service Emergency
Continuum of Engagement
No central way to find engagement opportunities (unlike centralized resources for customer service and emergencies)
?
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Future of Engagement
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Future of Engagement
Create centralized “Engagement Portal”
One-stop-shop for all active issues open for comment/participation
Consider new tools other jurisdictions are using to manage participation >>
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Future of Engagement
Berkeley, CA
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Future of Engagement
Norfolk, VA
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Future of Engagement
Salt Lake City, UT
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Future of Engagement
Salt Lake City, UT
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Future of Engagement
Salt Lake City, UT
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Future of Engagement
Use new tools: online discussions Open to any Board member, department
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Future of Engagement
Day-to-day issues: Snow in Chicago
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Future of Engagement
Educate and Engage Online “courses”?
Fairfax County 101, 201, etc. Land Use College Tools and Techniques to Solve Neighborhood Issues Our Environment Dissecting the Dillon Rule
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Future of Engagement: How?
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2011 Global Sales:
• Smartphones: 488 million
• Computers: 411 million
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Retreat Day 1 Thoughts
Engage diverse communities so we’re not only hearing from the same people.
We make better policy when more people are involved.
Location of Government Center discourages participation for many.
Young residents and older residents are a challenge to engage.
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Sustaining a Culture of Engagement
Questions? Ideas? Discussion? Engage!
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Issue Customer Service Emergency
Continuum of Engagement