Looking for City of Calgary information and services? You
can find it anywhere, anytime, literally at your fingertips.
And, that’s exactly what you’ve been doing.
In 2012, more
than 50 per cent of Calgarians used a mobile device to access the internet and
clearly, this is going to keep increasing. The City also saw a considerable
increase in access to all our digital channels this past year.
The improved
mobile experience of calgary.ca attracted considerable interest; as a result,
visits from mobile devices almost doubled last year. Traffic went from
12 per cent in Q4 of 2011 to 22 per cent for the same period in 2012.
Visits from a tablet more than
tripled with a 240 per cent increase in visits to calgary.ca from Q4 2011 to Q4
2012.
The hub of our digital
presence, calgary.ca,
had an increase of 41 per cent of visits in the last quarter of 2012 compared
to the same period last year. In 2011 there were 1.9 million visits to
the site and in 2012 that number rose to 2.6 million.
“Improvements in our digital services are essential
to achieving our goal of providing efficient and effective customer service for
citizens and business users,” says Acting Director, Customer Service &
Communications, Jacob George. “We watch trends, review citizen feedback, and
research new and emerging technologies to provide you with information and
services in the way you want to receive it.”
The City has several digital channels in place making it easy
for you to find what you’re looking for. We have a
Twitter account with more than
45,000 followers; a
Facebook
presence; a City
YouTube
channel with more than 1,200 videos; and, our
City News blog. All these are easily
accessible through calgary.ca by following the muti-media links located on the
top right-hand corner of every page.
We currently offer six mobile applications, including the Road Conditions app,
which was recognized with a
Transforming Government stamp for its innovative way to share information with citizens where and when they
need it.
In
January 2013, The City of Calgary had two mobile applications in the Top 10
Free Navigation apps on iTunes (Road Conditions and myParking from the Calgary
Parking Authority). Within three weeks of release, the Calgary Parking
Authority app had been downloaded more than 13, 500 times.
In 2013 The City is
looking at the development of up to 10 new mobile applications based on where
we’re seeing the demand.
Our focus on creating
a strong digital presence for The City recently paid off.
On Saturday, Dec.8 we were
tested when one of the largest water main breaks ever experienced in the city
shutdown Crowchild Trail, a major thoroughfare for commuters.
“Our challenge was to inform
Calgarians that one of the busiest roads in Calgary was shut down before the
Monday commute,” says Acting Manager Corporate Marketing &Communications,
Robb Fergusson. “We used every available digital and traditional channel to communicate
and reach as many citizens as possible.”
In addition to conventional media, The City provided real time blog updates, tweets,
video updates, Facebook posts, emergency messaging on calgary.ca and, The City’s
roads crew provided photos showing progress as it happened which was shared
across our digital presence. When the road opened, The City placed digital
signage along Crowchild Trail thanking citizens for their patience.
Mayor Nenshi commended City employees
in a recent article to employees for their role in the crisis.
“It’s worth noting that
citizens noticed. My office has been flooded, not with complaints, but with
compliments for how well The City communicated and how quickly the road was
reopened.”
Not only were the citizens
well informed, the media had plenty of information to keep commuters up-to-date
on progress.
On Monday, Dec. 10, CBC ran
an article, with
a survey asking citizens if “The City did enough to keep you informed.” More
than 66 per cent of you responded positively.
In addition to citizen
satisfaction, The City has been recognized within the industry for its
innovative and leading technological advances.
Just over one year since the launch of the new
calgary.ca website, The City has received six awards, including “Project of the
Year” and “Excellence in Public Service Delivery.” In addition to this, we have
received four awards specific to our digital presence.
“We’ve seen a significant shift in how citizens are
accessing City information and services over the past year. As technology
advances, The City will continue to be leaders in implementing new and
innovative ways to communicate to the public,” adds George.
Onward/We
respond to citizens’ preferences on how they would like to receive information
and connect with The City. | Sustainability Direction: By
2020, The City's communication and engagement opportunities will be available in
multiple formats, channels and languages.