Encouraging contractor engagement for portal improvements

EmilyPage

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We are going to roll out improved interface with our permit portal within the next year and we are looking for better ways to get engagement from our users (mostly contractors). We will have a survey that we will send out in emails and will host a community meeting in November, but due to past experiences, I fear we will not get the quantity of responses we want. How do other jurisdictions engage with their customers to receive a decent volume of input?
 
Location
Aspen, Colorado, United States
We have a quarterly(ish) developer's forum where we provide donuts/pastries and coffee and let them know what's up in the department and what's coming down the pipe. We just had one in September and gave a tour of our portal that we're going life with this month. It seems to work?
 
You'd probably get more feedback if you offered a prize drawing for those who participated in the survey. That's assuming your office has the budget for it, of course.
 
You have a good idea, Emily, and most contractors will appreciate that you're considering their input to make things better. We're all busy people, so I think you should keep the survey short and simple. If you include too many open-ended questions, people will end up bailing on the whole thing. It might be tricky to find the sweet spot, though.
 
We have a quarterly(ish) developer's forum where we provide donuts/pastries and coffee and let them know what's up in the department and what's coming down the pipe. We just had one in September and gave a tour of our portal that we're going life with this month. It seems to work?
That's an awesome idea, I'll pose it at our next meeting, thank you! I like the continuous aspect of it and if you can't make one, can you attend the next. Thank you!
 
Did you get feedback from the previous meeting that might explain the lack of engagement? For example, if they couldn't attend the meeting in person, would they be able to join an online session?
 
We are going to roll out improved interface with our permit portal within the next year and we are looking for better ways to get engagement from our users (mostly contractors). We will have a survey that we will send out in emails and will host a community meeting in November, but due to past experiences, I fear we will not get the quantity of responses we want. How do other jurisdictions engage with their customers to receive a decent volume of input?
Folks hold back from new ways, specially the older contractors, Architects too, but once they get it its awesome, fast service, they can keep up with the review process, inspection request, submit revisions by accessing the portal. Suggestion on your cover page for the Permit Center/Portal, use simple language, simple instructions. We also scanned helping pages, screen shots from your permitting system, use colors, arrows and clouds to indicate the steps. I've worked as a permit tech for 25 years, this is great, everything is accessible it will take time, but you need to start. Your staff will need to spend time with some of the applicants, but it pays off at the end. Once you get it going, its great CS, fast and accountable. For the future everything is scanned great for Request for Records 20 years from now. City of Wenatchee, WA
 
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