The City of Germantown fosters an environment where technology is acknowledged in every aspect of government. City Hall is available any time, from anywhere, for any service and provides two-way communication between citizens, businesses and government. City government is made more efficient though the use of technology to enhance operations and provide the best value for the citizens. Germantown is known locally, regionally and nationally as a community that uses, encourages and fosters technology.
Targeted City services available online
It is important that the City provides online access to city services for businesses, residents and visitors that would like to conduct business or obtain information. Technology demands are expected to increase in the future as mobile device popularity increases.
A baseline will be determined by the percent of respondents indicating somewhat satisfied /very satisfied with the City government's overall job of providing City services online based on results obtained from the City's annual citizen survey.
In fiscal year 2018, a new call center was implemented in customer service. All users of the new call center were trained on how to properly use the system. This system will help connect residents to customer service in a more efficient way. The 2nd quarter of fiscal year 2018, new Court and eCitation software packages were implemented with online payment capabilities available through the Court system. In the 3rd quarter, work continued on content for a mobile app with a soft launch in the 4th quarter. Full deployment is expected in the first quarter of 2019.
ImpactThe City has a moderate impact on this measure.
Satisfaction with use and access of information and services
It is important that the City gathers information on satisfaction with the use and access of information and services in order to provide businesses, residents and visitors in our community an enjoyable experience when interacting with the City.
A baseline will be determined by the percent of respondents indicating somewhat satisfied /very satisfied with the City government's overall job of providing use and access of information and services based on results obtained from the City's annual business survey.
The Information Technology and Finance departments worked to improve customer payment options with an online bill consolidator launched in the fourth quarter of 2018.
In the 4th quarter of 2018, implementation of a new vendor management software began. The software will allow for a more streamlined vendor and bid management process in addition to exposure to a larger bidding audience. Full deployment is expected in the 2nd quarter of 2019.
ImpactThe City has moderate impact on the resulting data.
Satisfaction with the City website
Percent of respondents indicating somewhat satisfied /very satisfied with using the City's website based on results obtained from the City's annual community survey.
For fiscal year 2018, 72% of respondents are satisfied with the City website. The fiscal year 2018 community survey was based on the new website that was updated in 2017. Satisfaction, based on citizens input, has improved after launching the new City website. The City is expecting this number to continue to improve has they strive to make the City website meet the needs of residents, future residents, and visitors.
ImpactThe City has a high impact on this measure.