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.
This year, in the community survey, the City asked respondents how satisfied they were with the number of city services offered online. Based on the survey, 66% of respondents are very satisfied or somewhat satisfied with the number of city services offered online. Throughout fiscal year 2017, the Information and Technology, Finance and Utilities departments have been working together to implement the online payment system for utility and tax payments. Furthermore, Information and Technology and Court are working to implement a new Court software package which includes the ability to make online payments.
In the first quarter of 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.
In the second quarter of fiscal year 2018, new Court and eCitiation software packages were implemented with online payment capabilities available through the Court system.
In the third quarter of fiscal year 2018, work continued on content for a mobile app.
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 City began tracking this measure in fiscal year 2017 through the Community Survey that is provided to a random selection of citizens by our contracted surveyor. The survey showed that 69% of respondents are satisfied with use and access of information and services. Throughout fiscal year 2017, the Information and Technology department began working on developing a new mobile app for the City. Expected deployment of this app is anticipated to be early part of Quarter 4 of fiscal year 2018.
The Information and Technology Department and Finance Departments have been working to improve customer payment options with an online bill consolidator.
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 2017, 69% of respondents are satisfied with the City website. The fiscal year 2017 community survey was conducted prior to the new site deployment. Satisfaction, based on citizens input, is expected to improve with the next community survey. The City sent out the fiscal year 2018 Community Survey in the 2nd quarter and is expecting the results late in the 3rd quarter or early in the 4th quarter.
ImpactThe City has a high impact on this measure.