CivicPlus, LLC

“Every time I call my customer success manager, it seems like he drops everything to help me. If I contact the Technical Support Team, they are right there to answer my questions and get it figured out. I’ve always had very responsive experiences when I’ve reached out to CivicPlus. That’s super important in developing relationships with me—that I can place a phone call and someone answers. I’ve worked with some great customer service reps at CivicPlus, and it’s that relationship that matters—that my contact recognizes my voice when he answers the phone.”

“And with our latest website redesign, it’s way more interactive and user-friendly. People can find things on it now more easily than they could previously. My customer success manager has shown me analytics that shows what pages people look at most frequently. It’s valuable to understand what people want to learn about.”

“It’s your people that make you good at what you do.”

“It’s a great communication tool for me,” she says, “and another avenue I can use to get information out to the community.”

“What we have is certainly of high value. What we have and what we get for what we pay is a good value.”

“We used the From Center feature to design an online submission form to allow more people to enter the lottery online, rather than using our previous paper-based system.”

“We’ve never had an issue,” said Svehla. “Downtime has not been an issue either. Any downtime we experienced has been expected because of maintenance.”

“Enhancing the ability to search the website has helped our users a lot,” said Svehla. “We received a lot of positive feedback from residents on the new search feature, as well as the fact that we put the information they wanted to see the most right on the front page above the fold.”

“We paid attention to our web metrics and focused on the content sections and modules our end users were using the most over a three or four-year time period to make sure they were accessible and appeared above the fold,” said Svehla. “Now, when you hit our homepage, those buttons allow you to access the pages and sections used the most. It gives our users the ability to have quick access to news, calendars, and our beach flag system. Making that update has been very important to us, and the new website design allowed us to make that happen.”

“Updating is much easier now with live edit,” said Svehla. “It’s much more intuitive and helps me train people in other departments to make website edits so more members of the county team can help update content.”

“I worked with the CivicPlus design staff through the first redesign hand-in-hand,” said Svehla. “We had an idea of what we wanted to do. We had a great relationship with our designer and worked to create a website that represented more of who we are, since we are so diverse.”

“It’s just a great town and having those tools at our fingers allows us to pivot to address any problem. SeeClickFix has been instrumental.”

“SeeClickFix 311 CRM is a solution that we've been working with for years, since there was a grant program called Community Commonwealth Connect. It’s a robust system; I'm a big evangelist for that product and it does have a lot of traction internally.”

“There was panic across the college about how we were going to do all of this. It was overwhelming. Just the sense of relief that has been felt across the college because of this tool, you can’t put a price tag on that.”

“We would have had to test hundreds of PDFs to make sure they were accessible before putting them on the website, so this has saved us an enormous amount of time because we know there would have been issues and a lot of back and forth.”

“It’s a miracle. Even when it was live, we’re just like, ‘This can’t be all there is to it,’. It wasn’t a lift for us. We added it to the website, and we didn’t have to show it where the PDFs were. It crawled the website, found them, and did the remediation. Once it’s done, you just toggle a switch and it makes the document immediately accessible. It’s amazing.”

“We had very low confidence in our ability to actually make them compliant. I spent so much time on one simple page trying to get it to be compliant. It had a logo on it and a line, and I couldn’t get the line to pass. So how could I expect others to do it when they are sending more complex documents?”

“I've heard from other people how they wish their municipalities had what we have or communicate the way that we communicate.”

“The opportunity to do a text, email, and post to social media all at once has been just such a time saver.”

“It’s been really wonderful, not only for the employees, but for our citizens too.””

“They already know what to expect. There's no more anxiety anymore. That's big for me”

“Don't segment your project. Find someone who can offer you all of it together, pieces that talk to each other. You can train your people one time and they can go to the same place and update everything.”

“CivicPlus is in the know. You know what everybody else is doing, what the cities need, what the citizens are looking for, and then you can bring that to me. I don't have to do the research for it”

“One of the most rewarding changes has been hearing directly from residents about how much easier the new experience is; we’re getting positive feedback about how simple it is to find information.””

“I was pleasantly surprised. We're reaching not only our residents, but other people as well. Other cities are looking at what we're doing.”