GovDelivery Overview

1. GovDelivery Overview Digital Subscription Management for Mecklenburg County Government April 14th, 2011 www.govdelivery.com

2. Agenda Review of Service System Features Benefits Results to Date Message Deliverability List Management

3. GovDelivery is a Digital Communications Platform for Multiple Channels Digital Subscription Management is an automated system that uses email, text messaging and RSS feeds (with integration into social media sites) to notify residents about specific topics when new information is posted to a CharMeck’s website.

4. Service Objectives Provides quick, automated distribution of information. Cost Savings include: • Printing/Postage/Paper distribution costs • I.T. Hardware/Consolidate/Streamline • Risk of website investments being underutilized • Administrative time (automation, customer service, bounce handling, list maintenance, etc…) Deliver improved citizen services via high quality communications: • Government website’s are the preferred channel for all public-facing services (Meet the growing demand for information/services available via the web) • Drive additional online transactions • Improves internal/external awareness/Stay connected • Increases constituent satisfaction significantly

5. Resident Experience Click On “Subscribe” Links Place link(s) to subscription options on your department’s homepage. Or, place links to subscription options on other pages within your department’s website.

6. Easy First Time User Sign-Up 1. Click on link to subscribe to an item and enter email address or cell phone Number 3. New users see all other available subscriptions in one comprehensive list 2. Confirm email, check your deliverability preference, and choose a password

7. Gather Additional Information About Residents

8. Users Receive Email Updates Users are notified immediately once information is updated, as well as given a link directly to the updated item.

9. Residents Manage Their Profiles View and modify unique user profile at any time after signing up for a subscription. View all current subscriptions and edit subscriptions and preferences as needed.

10. Content Sharing Email Content Sharing to Social Media 1. Subscriber Receives Email from FDA 3. Subscriber Comments on Story 4. Content Posted to Social Media 2. Subscriber Finds Information of Interest, Clicks “Share This” and Selects “Facebook”

11. Admin Experience Manually Create Alerts at Any Time Administrators can create and send custom emails and wireless alerts at any time. The ability to create manual updates is critical for urgent events or emergencies.

12. Admin Experience E-Newsletter Feature With over 20 templates to choose from, newsletters can be created and sent from the same system effectively and efficiently. E-Newsletters can be created in GovDelivery, uploaded from department systems, or built in RSS for automated sending.

13. Emergency Example The Mayor of Minneapolis had access to over 30,000 residents to send out a statement about the 35W bridge collapse.

14. 4 Simple Methods to Send Emails and Alerts Information Sources How it works Change noticed on appropriate webpage; email generated with link to new content and/or wireless notification Website Update Change noticed in RSS feed; email generated containing new content RSS Feed Update Emails and/or wireless alerts can be created and sent manually at any time (emergencies, one-time issues, e-newsletters, etc.) Manual Emails can be automatically generated and sent via application API’s (databases, CRM, etc.) Web Services

15. Social Media Integration Process 1 Offer Social Media Content as Subscription Option through GovDelivery From CDC Publish content in Social Media Websites 2 Social Media sites republish your content in RSS feeds, GovDelivery picks up change and sends out email to your subscribers 3

16. Admin Experience Reporting: Measuring Results Administrators can run reports at any given time. Choose from Subscriber Count, Bulletin History Count, Questions report and other useful metrics. They can be viewed online or exported to a spreadsheet. Or, choose to see information in dashboard form.

17. Benefits for Subscribers Free for subscribers Receive automatic email or text messages notifications Residents choose what information they want to receive Citizens update their own profile at any point in time It’s simple, fast and gets used!

18. Benefits for Departments Improve Communication with residents and department stakeholders Simple and easy for staff (non-technical) to use No impact on your personal emails Reduce or eliminate printing costs Decrease or eliminate phone calls to your office Send notifications only to those who subscribed to your department’s information Problem emails get sent to GovDelivery and not you

19. CharMeck.orgGovDelivery Results to Date Subscription Results Since September 2005 Launch Number of emails sent: 4.3+ million Number of subscribers: 42,479 Number of subscription topics: 398 total (365 listed) New Subscribers per weekday: 5-10

20. Ensured Deliverability Before Certified Email: broken graphics DELIVERABILITY Delivers 99% of sent emails to recipients’ inboxes Engaged with major ISPs to maintain positive status and actively monitors delisting to ensure that emails are landing in inboxes and not in junk or bulk email folders Stays current with email laws, including the CAN-SPAM Act, to ensure compliant email sends Automatically handles all bounced emails (hard and soft bounces) Is the # 1 sender of email updates on behalf of U.S. government CERTIFIED EMAIL Reduces phishing and e-scam likelihood Bypass volume and content filters Confirmation receipt by message Full message functionality (no blocked messages) With Certified Email: Special Labeling Graphic & Links Always Displayed

21. What You Can Expect RESULTS Hundreds of specific topics available for subscriptions Thousands subscribed to multiple information topics 20-45% increase in website usage; notifications bring users back to your website 300-1,100% more subscribers than manual email list software 99% of notifications delivered without error (i.e., pass spam filters) BENEFITS Provides residents with ongoing communication Improve visibility and site usage Increase civic engagement Provides automated distribution of information (reduces paper distribution costs and administrative time) Emergency notifications delivered within seconds “We are very enthusiastic about this new service that will empower citizens to receive information as soon as it is available on topics of interest to them without waiting or searching. It puts customers in control of when, what and how they receive information.” • Donna M. Mason, Director of Media Services, City of Vancouver