HomeMy WebLinkAbout15-Discussion Regarding the New District Website and Social Media ToolsTRUC EE D 11 NE
Public Utility District
WORKSHOP
To: Board of Directors
From: Steven Poncelet
Date: April 03, 2013
Subject: Discussion Regarding the New District Website and Social Media
Tools
1. WHY THIS MATTER IS BEFORE THE BOARD
This item is before the Board as the District has invested in a new website and social
media tools to improve how we communicate with and serve our customers. The
District is promoting these new tools and asking our customers to provide feedback.
2. HISTORY
The District's last major work on our website (www.tdpud.org) was done in 2007.
Since that time, the content of the website has been periodically updated and new
content has been added in conjunction with the District's work on conservation
programs, water meters, tree trimming, and increased communications/outreach.
Although the old website served the District well, the ability to easily access
information needed to be improved and the technology behind websites and
communication needed to be updated.
In addition to the many new District programs, the District has also increased our level
of communication and outreach to our customers and stakeholders. One positive
outcome of this effort has been increased customer interaction with District staff and
our website as customers become aware of our programs and services and want to
access them. In many cases, the customer will first attempt to gather information from
the website but, if unable to find what they want, are forced to contact District staff.
This is true for both customer service functions and District programs.
The Board directed staff to implement a new District website and social media tools at
a workshop in November, 2011 and a contract was awarded to Vision Internet to
design a new District Website in June 2012. Staff work on social medial tools
(Face book/Twitter) and the new conservation digital kiosk has been on -going.
3. NEW INFORMATION
The District's new website and social media tools are being launched and Staff is
starting the effort to promote the improved communications and service to our
customers. Customers can now connect with the District on the web,
Face boo k/Twitte r, or through the Conservation Department digital kiosk to access
District information, programs, and events. The District's new electronic
communication tools are expected to improve customer service by providing easy
access to the information that they want most often and enabling electronic
transactions via a phone, pad, or computer.
The new website is based on Vision Internet's latest Content Management System
(CMS) and Vision has developed similar websites for over 500 public and government
agencies. As a result of this focus, the District's new website has standard features
such as: calendar/news posts, English/Spanish (and other languages), ADA
compliance for government websites, integration with Facebook/Twitter, forms, 'one -
click' feedback, and easy to use search/help features. The website is easy to update
and has been designed based on inputs from each department along with feedback
received during two customer focus groups. As a result of the focus group work, the
website's design incorporates the customers perspective including home page access
to: 'I Want To', 'Rebates', '2nd Home Page', 'Forms', and 'Pay a Bill'. The new website
will provide quick access to information and will improve our customer service while
saving District resources.
The social media tools (Face boo k/Twitter), in particular, also open up new avenues of
communication for our customers and community to interact with the District. Staff will
use social media primarily to: disseminate new interesting or important information;
promote District sponsored meetings, events, and programs; refer followers to a news
item or content hosted on the District's website. The use of social media sites for
outages is being investigated and would need to be integrated with the District's
outage management system. Postings and responses to the District's Facebook
(facebook@tdpud.org) and Twitter (@tdpud) social media sites will be managed by the
Public Information and Conservation Department.
In conjunction with the District's new website and social media tools, Staff have
developed web and social media policies and procedures to provide guidance to staff,
ensure consistency in our communications, and protect the District. The combination
of the District's new tools, updated policies/procedures, and current information will
improve the District's communications and allow us to better serve our customers.
4. FISCAL IMPACT
The costs for the new website, conservation kiosk, and social media were largely paid
for in the approved FY12-13 budgets. Ongoing expenditures are not expected to be
significant and will be included in future budgets.
5. RECOMMENDATION
Provide feedback on this report and help the District promote these new tools.
Steven Poncelet
Public Information & Conservation Manager
Michael D. Holley
General Manager